Help and Support

• An EE Finance loan allows you to spread the cost of your EE purchase over a maximum of 48 months. The term of the loan will vary depending on the product and basket value. 
• 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 19.9% 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.
• The final monthly payment for may be slightly higher or lower than your other payments.

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 

• If you need to discus any aspect of your finance loan We have multiple contact channels for you to discuss your loan application or agreement, the easiest way for you to contact us is for you to simply  CLICK HERE and send us a request. You can do this 24/7 and 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.

When a point-of-sale loan is used to finance an electronics purchase, Section 75 of the Consumer Credit Act applies in a similar way to credit card purchases. Below is a list of examples of what does and doesn't constitute a valid claim under Section 75 when the finance is provided by a finance company.

Valid Claims

These involve breaches of contract or misrepresentation directly related to the loan-financed purchase.

• The product is faulty
  • Example: A customer finances a £2,000 TV through a point-of-sale loan, and it develops an obvious fault within weeks while under warranty. The retailer refuses to repair, replace, or refund.
  • Reason: Breach of contract—the product is not of satisfactory quality.

• The electronics product was never delivered
  • Example: A customer finances a £1,000 mobile phone, but this was never delivered, and the supplier will not provide any evidence of delivery or arrange for a replacement
  • Reason: Breach of contract—goods were not supplied

• The product was misrepresented
  • Example: A customer finances a £2,000 appliance that was advertised as having certain smart features such as remote access but the actual item received does not have these features 
  • Reason: Misrepresentation—false claims about the product.

• The retailer goes bust before installation is complete
  • Example: A customer finances a £3,000 air-conditioning system, and the retailer installs only half of the system before going into liquidation.
  • Reason: Breach of contract—services were not provided.

• The product is not as described
  • Example: A customer finances a £1,500 smartphone that was advertised as having a 256GB storage capacity but the item received only has 128GB.
  • Reason: Breach of contract—the product is not as described.

• A promised refund was not provided
  • Example: A customer returns a defective £1,200 mobile phone and are promised a refund, but the retailer fails to issue it.
  • Reason: Breach of contract—failure to honour refund terms.

• The supplier delivered substandard goods
  • Example: A customer finances a £1,800 speaker system that is defective or fails to meet reasonable expectations of quality.
  • Reason: Breach of contract—the goods are not fit for purpose.

Invalid Claims

These fall outside the scope of Section 75 or involve issues not covered by it.

• The product was below £100 or above £30,000
  • Example: A customer finances a £90 electronic gadget or a £35,000 high-end sound system.
  • Reason: Section 75 applies only to purchases between £100 and £30,000 not the total order value. 

• The fault occurred outside the warranty period
  • Example: A customer finances a £1,200 dishwasher, but it stopped working two years later outside the retailer’s warranty period.
  • Reason: Section 75 doesn’t apply to problems arising from wear and tear or expired warranties.

• The issue is related to accidental damage
  • Example: A customer finances a £2,000 laptop and accidentally spill water on it.
  • Reason: Section 75 does not cover user-caused damage.

• You used a third-party / different payment service
  • Example: A customer financed the product through a third-party payment platform that it isn’t regulated under the Consumer Credit Act.
  • Reason: Section 75 requires a direct relationship between the lender, retailer, and consumer so only applies to goods purchased using the finance provider

• The problem is dissatisfaction, not a fault
  • Example: A customer finances a £1,500 monitor but later decide it doesn’t meet your expectations even though it matches the description.
  • Reason: Section 75 does not cover buyer’s remorse or subjective dissatisfaction.

• The product was lost or damaged during delivery
  • Example: A customer finances a £1,200 smart TV, and it is damaged by the courier before it arrives.
  • Reason: Delivery issues are typically the retailer or courier’s responsibility, not a Section 75 matter.

• You financed the product for business use
  • Example: A customer finances a £4,000 professional-grade printer for your company.
  • Reason: Section 75 only applies to consumer transactions, not business purchases.

• The issue is purely with the service and not the goods
  • Example: A customer finances a £1,500 smart fridge freezer and are unhappy with the technician who delivered and installed it, but the item itself works perfectly.
  • Reason: Section 75 do not cover standalone service disputes unless they directly relate to the financed goods.

• Cancel the loan agreement but don’t return the product
  • Example: A customer financed a £1,200 phone and cancelled the loan without returning the device.
  • Reason: Breach of terms on your part invalidates a claim under Section 75.

• Change of mind outside the 14 day return period
  • A customer finances a £1,500 phone but decide you no longer want it after 25 days. The retailer’s stated policy for online sales is "14 days from the day you receive your order."
  • Reason: This is outside the retailer’s terms and conditions, and there’s no breach of contract or misrepresentation.

Key Points to Remember

• Direct finance relationship
  • The finance company, retailer, and consumer must be directly connected.

• Purchase limits apply 
  • The purchase price must be between £100 and £30,000.
  • Items priced at less than £100 are only covered under Section 75 if they are purchased as part of a single transaction (eg point of sale loan) between £100 and £30,000

• Covered issues 
  • Claims must relate to breach of contract or misrepresentation, such as faults, non-delivery, or misdescriptions. 

• Consumer use only 
  • Section 75 does not cover goods purchased for business purposes.

• Terms and Conditions Apply
  • If the retailer’s terms and conditions state that returns or cancellations are not allowed outside a certain timeframe or for non-defective products, then Section 75 cannot override these terms unless there is a legal obligation (e.g., misrepresentation or breach of consumer rights).

• Cooling-Off Period (Distance Selling Rules)
  • If the purchase was made online or via distance selling, UK law (Consumer Contracts Regulations 2013) grants a 14-day cooling-off period for most purchases. However, if this period has passed, Section 75 does not provide an additional right to cancel for a change of mind.

• Fault or Misrepresentation Required
  • For a Section 75 claim to be valid, the product or service must be faulty, not as described, or subject to some form of misrepresentation. Changing your mind or deciding you no longer want the product, or a fault occurs after the warrant period has expired does not meet these criteria.

If your claim falls into the valid examples above, you may have grounds to file a Section 75 claim 

If you believe the retailer’s terms are unfair or there is a legal obligation they are not adhering to (such as a breach of the Consumer Rights Act), you may need to explore other routes, such as reporting to Trading Standards

Section 75 and Your Rights with the Financial Ombudsman Service (FOS)

If your Section 75 claim is unsuccessful and you believe the finance company has acted unfairly in assessing this claim, you then have the right to escalate the matter to the Financial Ombudsman Service (FOS). The FOS provides an independent review of your complaint and has the authority to decide whether the finance company should uphold your claim or not.

• Right to Escalate a Complaint
  • If the finance provider rejects your Section 75 claim, you can refer your complaint to the FOS. This is typically done after you have received the finance provider’s final response or if 8 weeks have passed without resolution. The finance company must explain why your claim was rejected and provide evidence supporting their decision. Review this carefully to understand if there is room for appeal.

• Independent Review
  • The FOS will investigate whether the finance provider was correct in rejecting your claim. They assess the case based on fairness, reasonableness, and the law.

• Binding Decision
  • If the FOS rules in your favour, the finance company is legally required to comply with the decision. This could include issuing a refund, compensating you, or taking other remedial action.

If you've noticed a search from Glow Financial Services Ltd on your credit file, here's an explanation of why it appears and what it means.

Glow is the lender as “EE Finance” under brand licence through EE Limited.

✅ Soft Search vs. Hard Search

There are two types of credit searches that can appear on your credit report:

1. Soft Search (Soft Inquiry)

   • A soft search occurs during the initial stages of your application process. We perform this check when you first apply for finance, as part of the background verification. A soft search does not impact your credit score and is not visible to other lenders but is visible to you if you are accessing your own credit file.

   • Example: We perform a soft search to verify the details you've provided, check your identity, and assess your basic eligibility for credit. This search ensures that your application is handled smoothly.

2. Hard Search (Hard Inquiry)

   • A hard search happens only at the end of the application process—once we have approved your application and taken your deposit. This search is visible to other lenders and may affect your credit score. It’s an important part of assessing your ability to repay the loan.

   • Example: Once your loan has been approved and your deposit has been processed, we perform a hard search to formally record the loan agreement. This search remains on your credit file for up to 12 months and may be visible to other lenders.

⚠️ Why Does This Search Appear on My Credit File?

• If you see a hard search from us on your credit report, it means you have been approved for a loan and we’ve taken your deposit. This is part of the standard procedure when finalising your loan application.

• The hard search allows us, and other potential lenders, to view your credit history and determine your creditworthiness. Even if you decide not to go ahead with the loan after the hard search, the search will remain on your credit file for up to 12 months.

🧐 Can I Remove This Search from My Credit File?

Generally, hard searches cannot be removed once they’ve been carried out, as they are a legitimate part of the application process. However, if you believe a search was made in error or if you didn’t apply for finance with us, you can:

• Check for fraud: If you suspect someone has applied for credit in your name, please contact us immediately so we can investigate.

• Dispute the entry: If there’s an error with the search, you can dispute it with the credit reference agencies (Experian, Equifax, or TransUnion). They will help resolve any inaccuracies.

💡 How to Avoid Unwanted Searches

• Soft search pre-approval: We offer a soft search at the start of the application process to check your eligibility without impacting your credit score. This way, you can explore your options before committing to a hard search.

• Review your application: Make sure to carefully review your loan application before submitting. The hard search will only occur after you’ve been approved and the deposit has been taken.

📞 Need Assistance?

If you have any concerns about the searches on your credit file or need help understanding your credit report, our Customer Support team is here to assist you.

If you've recently repaid your loan in full — whether by finishing your monthly payments or settling early — you might still see the account listed on your credit file. That’s completely normal.

Closed loans stay on your credit file for 6 years

In the UK, credit reference agencies (CRAs) like Experian, Equifax, and TransUnion keep a record of all credit accounts for six years after they’re closed. This includes:

• Loans you’ve repaid in full

• Credit cards you’ve closed

• Mortgages and other credit agreements

This record includes:

• The original loan amount

• The start and end dates

• Your payment history

• The date the account was settled or closed

🔍 Why is this done?

Keeping a record of closed accounts helps lenders:

• Understand how you’ve managed credit in the past

• See that you’ve successfully repaid previous loans

• Assess your creditworthiness for future applications

A closed loan with a good payment record can positively impact your credit score, as it shows you borrowed responsibly and repaid as agreed.

⚠️ What if something looks wrong?

Your loan should appear as:

• Closed or Settled

• With a £0 balance

• And no recent missed payments

If that’s not the case — for example, if the balance still shows as outstanding, or it’s marked incorrectly — please contact us. We’ll be happy to check the information we’ve reported and help you raise a dispute with the relevant credit reference agency if needed.

📆 When will it disappear?

Your closed loan will automatically be removed six years after the date it was settled, even if the account was closed early.

Still have questions?

If you're unsure whether the information on your credit file is accurate, or need help understanding how your loan was reported, just get in touch — our support team is here to help.

What if I return the full order?

If your entire order is returned and accepted for a refund:

• Your loan will be cancelled in full or refunded if any payments were made.

• Your deposit will also be refunded, back to the original card payment was made by

What if I return one of the items of the order?

If you return an item purchased using finance, any refund is applied directly to your loan balance, not your deposit.

What does that mean in practice?

When you place an order using our finance option, the total cost of the order (including all items) is split between:

• An upfront deposit (paid at the time of purchase), and

• The remaining balance, which is financed via a loan.

If you return one or more items from your order, here’s what happens:

The refund is used to reduce your outstanding loan balance

The refund value of the returned item(s) is credited to your loan account. This means:

• Your total loan balance is reduced.

• your monthly payments are reduced keeping the loan term the same 

• Alternatively you can contact us if you prefer your monthly repayments may stay the same, meaning you could repay your loan faster.

• You will not receive a refund of your deposit

Because the deposit was based on the total order value (including the returned item), and it was paid directly to the retailer at the time of purchase, it’s not proportionally refunded if you return part of your order.

Example 1: Standard Return Example 

Let’s say you:

• Buy three items totalling £600.

• Pay a 10% deposit (£60), and take out a loan for the remaining £540.

• Later return one item worth £200.

Your £200 refund will be applied directly to the £540 loan, reducing your balance to £340. You won’t receive part of the deposit (£60) back.

The monthly instalments are then reduced in line with the new balance. We can also keep the payments the same and reduce the term of the loan if that is the customers preferred option. 

Example 2: Faulty Item Example – Refund After 18 Months:

Let’s say you:

• Buy three items totalling £600

• Pay a £60 deposit, and finance the remaining £540

• One item worth £450 becomes faulty after 18 months

• You’ve already repaid £450 of the loan at this point

• A £450 refund is issued for the faulty item

Here’s what happens:

• The remaining loan balance of £90 (i.e. £540 - £450 already repaid) is settled using part of the £450 refund

• The remaining £360 from the refund is paid back to you directly

• Again, your deposit is not refunded, as it was based on the full order value and paid to the retailer at the point of sale

Summary

• Refunds for returned items are always applied to your loan first

• Any remaining refund amount after settling your loan may be paid to you

• The original deposit is not refunded when only part of an order is returned

• For full-order returns, your deposit will be refunded 

If you're ever unsure how a refund will be applied to your account, our Customer Support team will be happy to explain your specific situation in more detail.

When you apply for a loan with us—even if it’s to make a single purchase—we carry out a hard credit search with one or more Credit Reference Agencies (CRAs). This is a standard part of assessing your creditworthiness and affordability before approving any finance agreement.

What happens if you return the product and receive a full refund?

If your purchase is fully refunded and the loan is subsequently cancelled or settled quickly, we will update your credit file to reflect that the agreement has been closed. However, the hard search that was made during your application will still remain on your credit file.

Why can't the hard search be removed?

Hard searches are a factual record of a credit application, regardless of whether the loan is ultimately used or not. Credit Reference Agencies retain this information to give an accurate picture of a person’s credit activity. As a responsible lender, we’re not able to remove this entry unless it was recorded in error (for example, if the application was fraudulent or submitted without your knowledge).

Will it affect my credit score?

A single hard search usually has a small and temporary impact on your credit score. However, if you make multiple applications in a short period, it could have a greater effect. Lenders may also take note of the number of recent hard searches when reviewing new applications.

Summary

• A hard search is completed when you apply for a loan with us.

• Returning a product and cancelling the loan does not remove this hard search.

• Your credit file will be updated to show that the loan was closed or cancelled.

• The hard search remains as a factual record of your application.

If you believe the search was made in error or you have concerns about your credit report, please contact our Customer Support team, and we’ll be happy to look into it.