Help and Support

• An EE Finance loan allows you to spread the cost of your EE purchase over a maximum of 36 months.
• You can choose how much you pay up front, and spread the cost over the remainder of the term of the loan.
• EE Finance loans are provided by Glow Financial Services Limited (“Glow” or “We”) acting under the brand of EE Finance (powered by Glow).

• EE Finance is available to finance online purchases from EE (the “Financed Equipment”), or related services.
• You must be at least 18 years old and been resident in the UK for at least 3 years before you apply.
• You need to have a UK bank or building society account with a direct debit facility.
• You need to be in possession of a valid full or provisional photo driving licence, a valid passport or EU ID card when you apply for your loan.

• Interest for your loan will be between 0% to 18.9% APR, depending on your credit status. 
• The rate of interest is fixed for the duration of your credit agreement.
• The APR (Annual Percentage Rate) is the annual cost of a loan, including interest and any other charge for credit, expressed as a percentage of the loan amount.
• Your interest rate, APR and information on how we calculate it is set out in the information we provide before you sign your credit agreement.

• After you submit your application, we’ll check whether you will be eligible for a loan and notify you of the rate of interest and APR that is available to you.
• We’ll then ask you to sign a credit agreement and provide you with the information that you should rightfully have prior to obtaining a loan.
• We’ll provide the credit stated in your credit agreement. We do this by applying the total amount of credit specified in your credit agreement (the “Amount of Credit”) in payment or partial payment of the cash price of the Financed Equipment you have chosen, together with any related delivery charges as shown in your credit agreement.
• We’ll provide this credit once EE has notified us that all the Financed Equipment you have purchased under your credit agreement has been delivered to you.
• No money will be transferred to you.

• Your monthly repayments are calculated by deducting the upfront payment that you make when purchasing your Financed Equipment.
• The amount is then spread over the period that you selected when applying for the loan.
• If you obtain an EE Finance loan at a rate of interest above 0% APR, interest is applied to the amount of the loan that remains outstanding and is payable monthly.
• In some cases, the monthly payment for the month immediately before your final settlement payment becomes due may be slightly higher or lower than usual.

Your first direct debit repayment date will be one month from the date when we confirm to you in writing that we have activated your Credit Agreement.

We will confirm to you that we have activated your Credit Agreement when we are notified by or on behalf of EE that all the equipment listed in the Credit Agreement has been delivered to you.

Call us on 0330 027 1150  if you wish to change your direct debit details, including the date of your direct debit. You can only change the date of your direct debit after the first repayment has been made. To make these changes we may be required to call you back so we can verify you are the account holder so make sure you include the mobile phone number that is associated with your account when you request support. you can call us between 9am and 6pm Monday to Saturday  

Your direct debit details will be set out in your welcome email and EE Finance customer portal.

• We will be happy to discuss any aspect of your loan application or agreement with you however we are unable to answer queries related to your delivery, product queries, warranty, repairs insurance claims or returns these call should be directed to EE who you can contact on 0800 079 0062. 
• We have multiple contact channels for you to discuss your loan application or agreement, the easiest way is for you to simply click here and send us a request. You can do this 24/7 however our customer service team will respond to your request in our usual hours of 9am to 6pm Monday to Saturday. 
• You can call our Customer Services team on 0330 027 1150* 9am – 6pm, Monday to Saturday.
• Calls to 03 numbers cost no more than national rate calls to 01 or 02 numbers and count towards any inclusive minutes.
• Contacting any customer service centre can be a frustrating experience so to save you from waiting during busy periods, when all our colleagues are speaking to other customers, we operate our lines as a call back service. We will ask you to enter the number you would like us to call you back on and in turn as soon as an agent becomes available the call back will happen automatically. The call back will show as coming from 0330 027 1150 and we will call you 3 times at 15 minute intervals so don't worry if you miss us the first time we call you back.
• We will monitor and record calls made to or by our Customer Services team to comply with our regulatory requirements and for your security. We also use call recordings for quality assurance and training purposes and to improve the services we offer you.
• If you contact the Customer Services team, we ask that you agree to be respectful to our colleagues. If you’re aggressive towards them in any way, we reserve the right to send you a notice indicating that all onwards communication in respect of the Credit Agreement will be in writing.

• By completing your loan application online, you consent to receive communications from us by email, SMS or phone calls.
• If you have any accessibility requirements, please submit a request or call 0330 027 1150 9am – 6pm, Monday to Saturday

• Your Customer Portal contains all your loan documentation, shows your balance, what payments are due and when, and allows you to settle your loan in full if you wish.
• You will receive a welcome email once your Credit Agreement has been activated which provides you with information on how to register and manage your online account.

• You may be able to apply for more than one loan from EE Finance. We’ll consider each application separately.
• We may offer you an interest rate that is higher or lower than your existing loan. The amount we’ll lend to you and the applicable interest rate will depend on your personal circumstances, and are subject to a credit assessment

• You have the right to withdraw from your credit agreement, without giving any reason, before the end of 14 days (the “Cooling-Off period”) starting from the day after our email confirmation informing you we’ve activated your credit agreement.
• We activate your credit agreement when EE informs us that all Financed Equipment has been delivered to you.
• Your right to withdraw from the credit agreement doesn’t affect your agreement for the purchase of the Financed Equipment.
• If you withdraw from the credit agreement before the end of the 14-day “cooling-off period” and you wish to keep the Equipment purchased, you’ll need to pay the balance outstanding on your account within 30 days from the date you tell us that you wish to withdraw.
• We won’t charge you any fee or interest payment for repaying the outstanding balance early.
• You may also return the Financed Equipment, in the condition outlined by EE in accordance with the EE terms of sale
• You need to notify us of your intention to withdraw by submitting a request or calling us on 0330 027 1150* 9am – 6pm, Monday to Saturday, or return your goods to the original point of sale, giving details of your credit agreement.
• EE will issue all refunds of the upfront payment for the returned Financed Equipment according to their Terms and Conditions of Sale.
• EE will pay the refund to Glow and we’ll apply it towards reducing the amount outstanding under your credit agreement.
• If you don’t exercise your rights to withdraw or to return your equipment, the credit agreement remains in full force and effect, and you’ll be bound by its terms and conditions.
• If you fail to return the Financed Equipment, we may recover the full balance as a debt through the courts

• If you change the address you provided at the date of the Credit Agreement, you must notify us immediately of your new address and provide us with supporting evidence. (we accept any utility bill, drivers licence, passport, council tax bill, bank statement, contract mobile phone bill)
• We may also send you notices via email or SMS, so please keep your email address and mobile phone number up to date in our records.
• We may give notice to you by sending written communications to the address shown in your Credit Agreement or such other address as you have notified to us as being the address of your principal place of residence.
• Notices sent to you by post to your address will be treated as having been received by you on the third working day (being Monday to Saturday inclusive) following posting.
• Other than as expressly stated in your Credit Agreement, if you wish to send notice or any other communication to us you can click here to submit a request