FAQs

Phone
You can call our customer services team on: 0800 028 9321
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‍You may get free calls to this number as part of your call or mobile phone package. Please check with your phone provider.

For customer service our lines are open:
Monday to Friday 8am to 6pm
Saturday 10am to 2pm

Our automated payment line is open 24 hours, 7 days a week on: 0800 028 9321
Select option 1

You can call our applications team on: 0800 028 9321

‍For any questions on new applications our lines are open:
Monday to Friday 9am to 6pm
Saturday 10am to 2pm

Email
Please email us at: hello.uk@etika.com

Our team will respond to your queries in working hours – Monday to Friday from 9am to 5pm

Post
If you need to write to us, please send letters to:
Customer Services
etika Finance UK Ltd
PO Box 5600
Manchester
M61 0UX.
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Please quote your full name and address and your 12 digit account number on all correspondence.

Of course, you’ve got 14 days to cancel the credit agreement if you change your mind. However, please be aware that after that, you’ll be bound by the terms of your credit agreement.

If you’d still like to make the purchase and you applied for finance for goods or services, please contact the retailer you purchased the goods from and pay for the order via an alternative method. Your credit agreement will be cancelled, and your money will be refunded.

We help you buy the things you love or need, with fast, affordable and easy to understand credit. We provide secure and fast online loans, free of hidden costs. No need to sweat the small print.

Sign up in minutes, with manageable payments over the timeframe you choose, giving you control over your budget. You can either sign up through one of our online merchants at check-out, in-store, or on our website.

Before making a purchase with etika, it’s important that you consider your financial commitments and make sure that you can afford this purchase.

etika aims to offer a fair and supportive service and we take complaints very seriously. If you have a complaint, then we’d like to hear from you so we can help you. If something’s gone wrong, we’ll do everything we can to try and put things right.

Our complaints procedure helps to ensure that any complaint is dealt with promptly, efficiently, courteously and fairly.

How to tell us about a problem:
By phone: 0800 028 9321
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By email: hello.uk@etika.com
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In writing:
Complaints Team
etika Finance UK Ltd
PO Box 5600
Manchester
M61 0UX.

To make sure we have all the information to investigate your complaint please provide:

Verbal Complaints
etika accepts all forms of complaints, including complaints raised verbally over the telephone. When we receive a verbal complaint, we will attempt to resolve it as quickly as possible. If resolved by the third business day, we will issue you with a written summary resolution. If we are unable to satisfy your complaint verbally, it will be escalated to the Complaints Team as a written complaint to investigate further.

Written Complaints
Upon receiving a written complaint, the complaints team will establish the nature and scope of a complaint to first understand whether the business is solely or jointly responsible for the alleged matter(s). If your complaint is relating to the goods and/or services from one of our Retail Partners, or if your complaint refers to the service provided by one of our third-party suppliers, then we will notify them promptly of their responsibility to deal with the complaint.

If etika is responsible for dealing with your complaint, it will be investigated competently, diligently and impartially, obtaining additional information as necessary. Any additional information required can be obtained via telephone, email or any other appropriate means of communication before the process can begin and the initial response letter is sent.

On receipt of your complaint we will:

‍If we’ve not been able to resolve your complaint satisfactorily or within 8 weeks, then you can contact the Financial Ombudsman Service, but you must do this within 6 months from the date of our final response.

The Financial Ombudsman is an independent organisation that aim to resolve disputes between consumers and financial institutions. Their service is free of charge to consumers.

You can contact them at:
Financial Ombudsman
Exchange Tower
London
E14 9SR

www.financial-ombudsman.org.uk

0800 023 4567 (Lines open Mon to Fri– 8am to 8pm Sat – 9am to 1pm)

The important thing is not to worry!

If you’ve missed a monthly payment, the quickest way to make a payment is to log into your online account. A link for this can be found here.

If you’d rather make the payment over the phone, please call us on 0800 028 9321 and select option 1.

It’s also important that we make you aware of some of the consequences of not making your agreed payments. If you underpay or miss any payment due under the credit agreement, you will be in default on the agreement and:
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Yes of course. Simply log into your account at any time via https://account.uk.etika.com and you’ll be able to view your loan agreement and make any necessary payments.

If you’re struggling to login or have any other questions, then please give us a call on 0800 028 9321 and we can assist further.

To be considered for finance you must meet the following criteria:

Yes you can. Please call us on 0800 028 9321 and we can arrange this for you.

For payments and customer service our lines are open:
Monday to Thursday 8am to 6pm
Friday 8am to 5pm
Saturday 10am to 2pm

Applying for finance with etika couldn’t be easier. There are no paper forms to fill in or sign. The online application takes just a few minutes to complete and once submitted, you will receive an instant decision. Our smart lending technology also means we know how much you can afford to borrow. We consider more than just your credit history, which means we give you the greatest chance of being accepted.

etika is currently only available through selected retailers, so if you’re shopping with one of them, once you’ve selected your goods or service, simply choose etika as your payment method and follow the instructions.

The best thing to do is to talk to us. Please get in touch as soon as you think you might not be able to make your monthly payment.

You can call us on 0800 028 9321.

The amount of interest will depend on the type of loan. For example, some loans with certain retailers are interest-free and we do not charge any interest on them.

If interest applies to your loan, then the interest rate is fixed for the life of the loan.  Interest is calculated on a daily basis from the date the loan is made to you. Interest will be charged during the first month and spread over the remaining repayments of your loan.

No, your repayments are fixed for the duration of your loan.

The length of the loan will depend on the retailer you are buying your item(s) from. Typically, loans are available between 1 and 4 years.

The amount you can borrow will vary depending on your individual credit score. Typically, our loans range from £300 to £5,000.

APR stands for Annual Percentage Rate.  This shows how much you will be charged for borrowing in an average year, over the period of your loan.

Not immediately, no. Your circumstances can change over any given period and we’ll be pleased to consider a new application from you after 90 days has passed. However, if your circumstances have not changed since your last application, it’s unlikely that our decision will change.

You may have noticed that a few of the loans listed in the results say, ‘Not Eligible’ or ‘Not Rated’. By looking at your credit history, how much you want to borrow and our eligibility criteria, a likelihood score is generated.

We think it’s responsible to tell you how likely you are to be approved before you apply. By working with a credit reference agency, we do a pre-application check of your credit record, called a soft search.

You’ll be able to see the search on your credit file, but it won’t show up to other organisations. This means there is no impact on your credit rating and ability to borrow money.

Yes, you can. You have the right to repay the amount borrowed early under section 94 of the Consumer Credit Agreement 1974 at any time in part or in full. If you wish to do so, simply visit your online account.

Alternatively, you can send an email to hello.uk@etika.com

As a fair and responsible lender, we undertake affordability and credit checks to help us assess if you can manage the financial commitment.

When you apply, we will ask your permission to approach a credit reference agency (CRA) for a complete search of your credit report, referred to as a ‘hard credit check’.  We use this data together with details you provide and information we may hold to assess your application.

Each hard check is recorded on your report, so any organisation searching it will be able to see that you’ve applied for credit.

If you want to check your eligibility, we work with a credit reference agency (CRA) to do a pre-application check of your credit record, called a soft search.

You’ll be able to see the search on your credit file, but it won’t show up to other organisations. This means there is no impact to your credit rating and ability to borrow money.

We assess an individuals suitability for finance based on information received from the credit reference agency and applying our own business criteria to determine your ability to make monthly loan payments. If you'd like to see a copy of your credit report you can obtain one from:
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Transunion,
Consumer Service Team,
PO Box 49, Leeds
LS3 1WZ
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https://www.transunion.co.uk/consumer/credit-report-help
Telephone: 0330 024 7574

If you’re worried about making your payments to us or have already missed a payment, it is important you contact us as soon as possible. Our trained specialists are here to help and we will do everything we can to support your financial problems.

Our specialist advisors are on hand to help with any problems you may be having. Please contact us on 0800 028 9321 to discuss your account.

There are also a number of ‘not for profit’ organisations who may be able to help you:

Easy. Simply log in to your account and select ‘Settings’ to update your email address and password, or select ‘Profile’ to update your contact or address details.

Yes. However, you will need to contact us first to appoint and approve a third-party to discuss your account.

Yes, your information is extremely secure. As experts in online payments, we ensure our security measures meet or exceed industry standards and we are constantly monitoring new developments to ensure our systems evolve as required. We also test our systems regularly to make sure our security mechanisms are up to date. We believe in cautious yet confident interaction with technology and immediately respond to potential and actual incidents if they occur.

If you’d like to return your item(s), please contact the retailer to discuss their returns policy. Where a refund is agreed with the retailer, the retailer will notify us and we will refund all fees relating to your loan within 7 days.

In the rare instance that you don’t receive your order, please contact the retailer you bought from directly.

When you e-sign your credit agreement we immediately authorise the retailer to process your order and your goods will be dispatched, or services delivered in accordance with the retailer’s delivery policy. If you’re worried or concerned that you haven’t received them, then please contact the retailer directly.

Don’t worry, it happens to the best of us. Please use the 'Forgotten Password' link on the log in page.

Please allow up to 4 working days from the payment date for your account to be updated. If it’s still not showing after that then please give us a call on  0800 028 9321.

Simply log in to your account at https://account.uk.etika.com and you’ll be able to view your statement, including your repayments history and outstanding loan balance.

Please contact us on 0800 028 9321 and we can help you further.

etika exists to deliver fair and flexible financial products, in a socially responsible way, to customers and retailers.

etika is a trading name of etika Finance UK Ltd, a company authorised and regulated by the Financial Conduct Authority under registration number 697658. etika Finance UK Ltd is a UK registered company, registration number 7440512 with registered offices at Jactin House, 24 Hood Street, Ancoats, Manchester, England, M4 6WX.

Yes, any deposit request is held in a pending status with your bank whilst we review your application. As your application has been unsuccessful we have notified your bank, asking them to release the funds back to your available balance.

This can take around 3 to 5 working days depending on your bank.

As monthly payments with Vitality are dependent on how many Vitality activity points you earn each month, you will start with a “payment holiday” from the date you purchased your Apple Watch/Amazon Prime until the end of one full calendar month.

In the second calendar month, you’ll start earning Vitality activity points towards your first payment.

Your first Direct Debit payment will then be taken at the end of the third calendar month.

Here’s an illustrative example:

15th April – order your Apple Watch
Rest of April plus May – payment holiday
June – first month earning Vitality activity points
1st August – first Direct Debit payment

Please visit Vitality's FAQ's for further help

Yes this is perfectly normal. As a fair and responsible lender, we undertake affordability and credit checks to help us assess if you can manage the financial commitment. This may cause an alert if you have signed up to  track your credit report

If you'd like to see a copy of your credit report you can obtain one from:‍

Transunion,
Consumer Service Team,
PO Box 49,
Leeds LS3 1WZ‍

https://www.transunion.co.uk/consumer/credit-report-help

Telephone: 0330 024 7574