- 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.
Frequently Asked Questions
- 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
Moving abroad is an exciting step, and we want to ensure your financial journey remains smooth and secure. If you're planning to move overseas, it's crucial to let us know about your relocation. This will help us to provide a seamless service and ensure that your financial affairs remain in order.
- If you want to settle your account: you can do this via the customer portal which you can access here. You can also call us on 0330 027 1150 9 a.m. to 6 p.m. Monday to Saturday.
- Notify us of your move: as soon as you know your moving date, please contact us with your new address and country of residence. If there will be any change to your contact details please let us know.
- Maintain a UK bank account: In order to continue with your direct debits you will need to maintain a UK bank account. Most UK bank accounts offer you the facility to manage your account on line to make it easier for you to manage your finances.
- Provide a UK mailing address: whilst we can update you via SMS and email for most things, there are some regulatory communications we have to send by post. That is why we ask for a UK address to send these regulatory communications to. This can be a family member or trusted friend.
- If you are unable to contact us: We can set up a nominated account holder on your agreement. They will be able to talk to us on your behalf but will not be able to make fundamental changes to your account.
If you need to know more or are unable to fulfil any of the above criteria, you can contact us if you click here. One of our advisors will be happy to contact you and find a solution that suits you.
- If you replace your Financed Equipment during the right to return period, or your Financed Equipment is replaced under the terms and conditions of sale with EE (such as if the equipment is faulty and you’re entitled to a replacement under the Consumer Rights Act 2015, but a replacement may no longer be available) and the monthly instalments and Amount of Credit don’t change, we won’t issue a new credit agreement.
- Please note that replacement of any Financed Equipment isn’t the same as disposal of any Financed Equipment, which would entitle us to ask you to repay the full amount of credit.
This will only happen in a specific circumstances:
- You might make a partial settlement towards some, but not all of the outstanding loan amount and inform us you want to apply this towards reducing your monthly repayment amount rather than reducing remaining the loan term.
- The amount you owe in respect of a monthly repayment may change if, for example, you don’t make payments in full and on time.
- This may also result in your paying more overall (including any late payment fees).
- You’ll normally have to make an additional payment at the end of the monthly repayment term to cover the increased cost (although you can pay it at any time)
- Your final monthly instalment is usually slightly different than the standard monthly amounts and will be specified in your contract.
- We’re legally obliged to send you an annual statement, but at any time throughout the duration of your credit agreement, you have a right to request and receive a statement, free of charge.
- This will show the amount of each instalment which remains to be paid, the date on which each instalment is due and any conditions relating to the payment of the Instalment.
- Unless specifically requested by you, you agree that we may provide you with this and other statements or information (including statutory notices) in electronic format.
- You can’t assign or transfer your rights under this agreement to anyone else, even if you’ve sold on your Financed Equipment, unless we agree in writing.
- We can assign or transfer our rights and transfer and/or re-contract our obligations under the Credit Agreement or any part of it, on the same terms, to any third party, and you would need to defer to any contract substitution we may ask of you.
We may share your personal information with EE under the terms of our licence for EE Finance. Please consult our Privacy Notice for more information.
We will search for your records at credit reference agencies when considering your loan application.
- Credit reference agencies supply us with credit information, as well as information from the Electoral Register.
- When we search for your records, this is called a “soft check” and it won’t affect your credit score.
- We then conduct a formal (or “hard”) check of the credit register when you submit a final application for credit. This might impact your credit score.
- We will inform you before we make a formal search of the credit register.
- We may use credit scoring or other automated decision-making systems when assessing your application and to verify your identity. Where we make an automated decision, you have a right to request a review of the decision.
- Credit searches and other information provided to us and/or the credit reference agencies, about you and those with whom you are linked financially, may be used by us and other companies if credit decisions are made about you, or other members of your household.
- This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account.
- Information held about you by the credit reference agencies may already be linked to records relating to one or more of your partners and you may be treated as financially linked, which means your application will be assessed with reference to any associated records.
- We will also add to your record with the credit reference agency:
- details of the Credit Agreement with us;
- the payments you make under it;
- and any default or failure to keep to the terms of the Credit Agreement.
- We may reject your loan application for a number of reasons including because you do not meet our lending criteria, we do not think you can afford the loan and its repayments, or your credit history doesn’t meet our credit criteria. It may also be because you haven’t completed your application correctly.
- As part of the application, we will obtain information from the credit reference agency, TransUnion International UK Limited. They can be contacted by phoning 0330 024 7574 or by visiting www.transunion.co.uk
- We’re here to help – if you think you may miss a payment, or find yourself in financial difficulties, click here to let us know or you can call us on 0330 027 1150* Saturday 9am – 6pm, Monday to Saturday.
- We may charge you a late payment fee of £12 on any late or missed payments under your credit agreement.
- Missing payments could have serious consequences for you; you may have to repay what you owe us early.
- Your credit record may also be affected, making it harder or more expensive for you to borrow in future.
- It could also result in legal proceedings being taken against you to recover what you owe.
For free and impartial debt support, you can also talk to:
- Money Helper: www.moneyhelper.org
- Citizens Advice Bureau: www.citizensadvice.org.uk
- Step Change: www.stepchange.org
- Debt Advice Foundation: www.debtadvicefoundation.org
- National Debt Line: www.nationaldebtline.org
If you miss payments or default on your loan:
- We may serve a notice of default on you; when that expires, we may terminate the credit agreement and/or require you to immediately repay the outstanding balance of the loan.
- This happens if you:
- fail to pay us three or more regular monthly payments on the dates they are due;
- or you fail to pay the Final Settlement Payment on the day it falls due and do not make a catch-up payment within 90 days from the date such payment should have been made;
- become bankrupt or unable to pay your debts, or if an interim order in bankruptcy is presented or made or you become apparently insolvent;
- or any information we relied upon in giving you the loan was untrue;
- or we are required to do this because of any legal or regulatory requirement;
- or we have a proposal for a voluntary arrangement made in relation to you;
- or in Scotland, a grant of trust deed for the benefit of your creditors is presented or made;
- or you die;
- or you’re convicted of an offence involving dishonesty.
We’ll always act in a reasonable way when deciding whether to do this.
- In particular, we’ll give you advance notice and a reasonable opportunity to fix the problem (unless it cannot be fixed).
- You may be required to pay our reasonable costs (including legal costs) of enforcing the credit agreement following your default or an event described above.
- We may charge you a late payment fee of £12 on any late or missed payments under your credit agreement.
- Please contact us in the first instance by clicking here to submit a request, or you can call us on 0330 027 1150 9am – 6pm, Monday to Saturday
- You have the right to contact the Citizen’s Advice Bureau or your local Trading Standards branch.
- You also have the right to contact the Financial Ombudsman Service with respect to your credit agreement at South Quay Plaza, 183 March Wall, London, E14 9SR. Email complaint info@financial-ombudsman.org.uk
- EE Finance is only available to finance the purchase of EE equipment and related delivery charges (if any). To be eligible to apply, you must be over 18 years of age, have resided in the UK for a period of at least 3 years prior to the date of application for your loan, hold a UK Bank or Building Society Account, in your name, which allows Direct Debit set-up and have a valid identification document such as a passport, full or provisional photo driving licence or an EU identity card.
- We will also ask you for your address history for the last three years, number of dependants and your total annual income from all sources
- We aim to always provide the highest level of service to our customers. if your complaint is regarding your product, order or delivery then call EE Marketplace on 0800 079 0062
- If your complaint is regarding the loan you have with EE Finance and you feel we’ve failed to meet your expectations please submit a request giving us as much detail as possible. You can also call us on 0330 027 1150 9am to 6pm, Monday to Saturday so that we can put it right quickly.
- As soon as we receive your complaint, we’ll investigate the issue raised and try to resolve the matter as soon as we can.
- We’ll keep you updated on our progress by email.
- We try to resolve any concerns you raise with us, but if you’re not satisfied with the outcome, or you haven’t received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service:
- Website: financial-ombudsman.org.uk
- Email: complaint.info@financial-ombudsman.org.uk
- Call: 0800 023 4567
- The right to have your data deleted is known as the ‘right to erasure’, sometimes called the ‘right to be forgotten’.
- You can ask us to delete any data that we hold about you, or withdraw your consent from us using that data.
- In some circumstances, we’ll be able to do this if we no longer need your data for the original reason we collected it (such as to administer your EE Finance loan).
- Our regulatory obligations require any data relating to your loan to be retained for a period of 7 years after the loan has been settled. Please see our privacy notice for more detailed information relating to data retention.
- For more information, please submit a request here or you can call us on 0330 027 1150 9am to 6pm, Monday to Saturday,
- Your personal information is held and processed in accordance with the EE Finance Privacy Policy
- You can ask us to provide details about what we’ve collected, and ask us to delete it or correct any inaccuracies.
- You can also ask us to restrict or limit processing, sharing, or transfer of your personal information.
- Please be aware that requesting the deletion of your personal information may also result in a loss of access to services we provide.
- We won’t delete data that we’re required to retain by law
If you change your mind and no longer want the loan, you will have 14 days to cancel your Credit Agreement from the date it is activated. We will notify you that we have activated your Credit Agreement as soon as we are notified by or on behalf of EE that the financed equipment referred to in the Credit Agreement has been delivered to you.
If you wish to keep your goods and settle the loan agreement in full just call us on 0330 027 1150 9am – 6pm, Monday to Saturday or simply submit a request .
If you no longer want to keep your products you will need to arrange for your financed equipment to be returned in the condition outlined by ee.co.uk terms and conditions within 30 days from the date you notify us that you wish to cancel. We will not charge you any fees or interest for doing this.
Any return amounts will be paid by EE to Glow Financial Services Ltd and applied towards reducing the balance of your loan. After this 14-day period you will be bound by the terms of your loan, but we do not charge any early settlement fees if you wish to repay your loan in full or make any overpayments.
There are no payment holiday entitlements with this loan, but if you find yourself in financial difficulties, please get in contact with us we’re here to help.