Frequently Asked Questions

💳 What is Section 75?

If you bought something using a credit card or a loan arranged at the time of purchase (such as point-of-sale finance through EE Finance), you may be protected under Section 75 of the Consumer Credit Act.

This protection means you could claim a refund from the lender (EE Finance) if the retailer does not resolve an issue for you that was there at the point of sale.

For example, if your goods are faulty when received, not delivered, or not as described, then you can raise a claim against the retailer for a refund or replacement. If the retailer does not respond, or does not resolve the issue for you, then section 75 allows you to raise the same claim against your lender (EE Finance).Important: EE Finance and EE Limited are separate companies. If you have queries about outstanding deliveries or technical issues with your device, you should contact EE Limited directly, as EE Finance cannot assist with these matters.

✅ When Section 75 May Apply

Key Conditions:

• You paid using credit for a purchase between £100 and £30,000. Section 75 applies when the total cost of the goods or services is between £100 and £30,000, even if only part of it was paid using credit. Items that cost less than £100 on their own can still be covered if they are part of a larger purchase where the overall basket value is between £100 and £30,000 and is financed through the same credit agreement.

For example, if you buy several items together on one point of sale loan and the total comes to £500, each item — including those priced under £100 — can fall within Section 75 protection.

• There’s a direct link between you, EE Finance, and EE Limited
  For Section 75 protection to apply, the lender, the retailer, and you must be directly connected — such as when you pay EE Limited using an EE Finance loan at checkout. If you buy through a third-party platform or marketplace, this link might be broken, and Section 75 may not apply.
• The issue relates to what you were sold
  Your claim must involve a breach of contract or misrepresentation, for example:
  • Faulty or poor-quality goods where the fault existed at the point of sale or developed because of a manufacturing defect that was present at the point of sale
  • Items that were not delivered
  • Products that were misdescribed or misrepresented
• Retailer terms still apply
  Section 75 does not override EE Limited’s return or cancellation policies unless they have breached your legal rights (e.g. misrepresentation or non-delivery).
• Cooling-off period is separate
  If you purchased online, you may have a 14-day cancellation right under the Consumer Contracts Regulations. Once that period ends, Section 75 won’t give you an additional right to cancel just because you’ve changed your mind.
• A fault or misrepresentation is required
  You must show the product was faulty when it was supplied, not as described, or was misrepresented.

A change of mind, or issues arising after the warranty expires, does not qualify.

Section 75 only applies in specific situations, as explained above. If your case doesn’t meet the criteria, there may still be other ways to resolve the issue.

• You can contact EE Limited directly to make a claim under the product’s warranty.
• Alternatively, you can raise a complaint with EE Limited, which would be assessed in line with their obligations under the Consumer Rights Act 2015 — for example, if you believe the goods are not of satisfactory quality.
• If these options don’t lead to a resolution, you may need to consider a chargeable repair.

Section 75 isn’t a back-up warranty or a way to escalate a complaint. It’s a legal protection that applies only when there’s a genuine breach of contract or misrepresentation by the retailer. In those cases, the law allows you to hold your credit provider equally responsible for the issue.

✅ Valid Examples of Section 75 Claims

1. Faulty or Substandard Goods

• A TV  has a fault and the retailer refuses to fix it
• A speaker system performs well below reasonable expectations

2. Delivery or Supply Failures

• A mobile phone never arrives, and the retailer won’t replace or refund it
• A retailer goes bust after only part of a product or service is provided

3. Misrepresentation or Incorrect Description

• An appliance is advertised with smart features but doesn’t include them
• You receive a 128GB phone instead of the 256GB version you paid for

4. Promised Refund Not Provided

• You return a faulty item, but no refund is issued

   

❌ When Section 75 Does not Apply

1. Warranty or Damage-Related

• Faults that developed through normal wear and tear or general use, where there’s no clear evidence the issue existed at the time of purchase.
• Damage caused accidentally or through normal use (e.g. drops, water damage).
• Faults that arise after the product warranty has expired.
• Warranty claims that are refused due to user-caused damage.
• You’ve changed your mind and no longer want the product, and the 14-day cooling-off period has passed (i.e. ‘buyer’s remorse’ with no fault or misrepresentation).
• The product has already been refunded, replaced, or repaired by the retailer — there is no outstanding financial loss to be claimed

2. Delivery Issues

• Item arrives damaged by courier

This type of issue is not automatically covered under Section 75, because the damage happened after the purchase was made. However, your consumer rights still apply — the retailer is responsible for ensuring the goods arrive in acceptable condition.

If the retailer refuses to repair, replace, or refund the damaged item, you may be able to make a Section 75 claim based on their failure to meet their legal obligations.

• Returning items after the allowed return period

Section 75 does not override the retailer’s return policy unless your legal rights are breached.

3. Usage or Service-Only Issues

• Complaints purely about service or delivery experience, where the product itself is fit for purpose.

4. When EE Limited Hasn’t Been Given a Chance to Resolve the Issue

A Section 75 claim may be rejected if the retailer has not first been given a reasonable opportunity to resolve the issue — for example, by offering a return, refund, replacement, or repair.

📩 What to Do Next

If your situation matches one of the valid examples above, you may be eligible to make a Section 75 claim.

Step-by-Step:

1. Start by contacting EE Limited
   Report any issue such as non-delivery, faulty items, or goods not being as described. This is often the quickest way to get the issue resolved.
2. If needed, contact EE Finance
   If you’ve already spoken to EE Limited — or would prefer to contact us directly — we’ll guide you through the claim process.
3. We’ll do the following:
   • Log and acknowledge your claim
   • Investigate based on the information provided by you and the retailer
   • Let you know whether we believe Section 75 applies
   • Take appropriate action if your claim is upheld

We’ll keep you updated throughout and aim to resolve your case as fairly and efficiently as possible.

⚖️ What if You Disagree with the Outcome?

If you’re unhappy with how your Section 75 claim was handled, you can raise a formal complaint with EE Finance. We can only review how the claim was investigated and whether the outcome was fair and reasonable based on the evidence provided by both you and the retailer. If there is any new or additional evidence that wasn't available at the time of the original claim, we’ll be happy to review it as part of your complaint.

We will:

• Log and investigate your complaint under our regulated complaints process
• Share the outcome with you and the reasons for this, along with your rights

If you’re still dissatisfied, you can contact the Financial Ombudsman Service (FOS). They’ll review your complaint independently. If the Ombudsman finds in your favour, Glow will comply with their decision.

For full details, see our Complaints Process and Privacy Notice

• 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 if you need to discuss your loan agreement or application, 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. 
• If you already have an agreement with us, please include your agreement number when you contact us. Your agreement number begins with either 33 or 34.
• Make sure to contact us using the same email address you used for your loan application.
• If any of your personal details have changed since you applied, please enter your original registered details on the form, and provide your updated information in the Description field.
• 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.

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.

• By completing your loan application online, you will 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. 

• 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 
• 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 Exchange Tower, 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 your loan application or agreement with EE Finance and you feel we’ve failed to meet your expectations, please submit your complaint by clicking this link - complete the form and select the complaint option and appropriate complaint reason. Please give us as much information as possible and attach any evidence that may assist us in investigating your case. 
• 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 or 0300 123 9123 
  • Address: Exchange Tower, London, E14 9SR
    
    

• 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. 
• To submit a data deletion request Click Here  

• 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.

At EE Finance, we understand that circumstances can change, and you may sometimes find it difficult to keep up with your loan repayments. If you are experiencing financial difficulties, we are here to support you.

How we can help

We want to work with you to get your account back on track in a way that is realistic and sustainable. Depending on your circumstances, we may be able to:

• Help with arrears management — for example, spreading arrears repayments over a few months alongside your normal payments.

• Consider deferring arrears to the end of your loan term.

• Offer tailored payment plans if your loan has become unaffordable or your circumstances have significantly changed.

• Review your situation if you are experiencing financial difficulties or other life events that may impact your ability keep up with your payments such as such as illness, bereavement, or sudden unexpected change in your circumstances.

In most cases, we will ask you to complete an affordability assessment (Income & Expenditure form). This allows us to properly understand your financial circumstances and make sure any new repayment plan is fair and affordable for you.

👉 Complete the EE Finance Income & Expenditure Form

Independent debt advice

You may also wish to speak to a free, independent, and FCA authorised debt advice organisation. They can give you confidential support and help you understand your options.

Here are some trusted organisations in the UK:

• StepChange Debt Charity
  Website: www.stepchange.org
  Phone: 0800 138 1111

• National Debtline
  Website: www.nationaldebtline.org
  Phone: 0808 808 4000

• Citizens Advice
  Website: www.citizensadvice.org.uk
  Phone: Check your local office here

• MoneyHelper (from the Money and Pensions Service)
  Website: www.moneyhelper.org.uk
  Phone: 0800 138 7777

• Christians Against Poverty (CAP)
  Website: capuk.org
  Phone: 0800 328 0006

All of these services are free, confidential, and available to everyone.

Need our support?

If you are worried about your loan repayments, please reach out to us as soon as possible. The earlier we understand your situation, the more we can do to help.

We are committed to treating all customers fairly and working with you to agree a solution that meets your needs.

At EE Finance, we want to make sure that your repayment plan is realistic and affordable for you. Sometimes we may ask you to complete an Income & Expenditure form so we can better understand your financial circumstances.

This helps us treat you fairly, avoid placing you under unnecessary pressure, and agree a repayment plan that works for your situation.

Situations where we may request this form

We may ask you to complete an Income & Expenditure form if:

• You tell us you are experiencing financial difficulties (for example, illness, bereavement, loss of employment, reduced income).

• You ask us to change your contracted repayment terms (such as lowering payments, taking a break, or extending the term).

• You are struggling to meet your current monthly repayments and need our support to set up a new payment plan.

• You are working with a debt management company or another lender who has prepared a budget, and you would like us to take this into account.

• We need to review your account because there are signs that your repayments may not be affordable.

How the information is used

We use the information in your Income & Expenditure form to:

• Understand your household budget and essential commitments.

• Assess what level of repayment is affordable for you.

• Ensure any new repayment arrangement is sustainable and fair.

We will never use this information for any other purpose.

How to complete the form

You can complete our secure form online here:
👉 Complete the Income & Expenditure Form

If you have already completed an Income & Expenditure form recently for another lender, debt management company, or advice agency — and your circumstances have not changed — you can simply upload a copy instead.

Need help?

If you are unsure how to complete the form, or would like support, please contact us — our team is here to help.