Customer FAQs

You can contact us by:

Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank holidays)

Telephone Options:

• Option 1: All Existing Customers with an active loan agreement.
• Option 2: All Existing Customers that need financial assistance or are in financial difficulty.
• Option 3: All New Customers – if you are making an application, have had an application
  declined, or have not received your welcome pack.

E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5 working
days, so if you need to speak to us quickly, it is better to call us.

Post: The Square, Arena, Basing View, Basingstoke RG21 4EB

You can contact us by:

Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank holidays)

Telephone Options:

• Option 1: All Existing Customers with an active loan agreement.
• Option 2: All Existing Customers that need financial assistance or are in financial difficulty.
• Option 3: All New Customers – if you are making an application, have had an application
  declined, or have not received your welcome pack.

E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5 working
days, so if you need to speak to us quickly, it is better to call us.

Post: The Square, Arena, Basing View, Basingstoke RG21 4EB

• Whether you are accepted for finance depends on several elements.
• We look at different pieces of information to help us make a decision.
• Some of this information is from your credit report.

There are certain conditions that must be met before you apply for a loan with Duologi.

You must:

• Be 18 years or over at the date of the application.
• Be no older than 75 years at the end of the loan term.
• Be a UK resident.
• Have 3 years of UK address history.
• Have an annual income of at least £10,000.
• Have a valid personal phone number and e-mail address.
• Have a good credit history with no late payments, county court judgements (CCJs), debt
  relief orders, individual voluntary arrangement (IVA) or bankruptcies.

• A credit search, otherwise known as a credit check, is when a company reviews your credit
  report.  This is to see how well you’ve managed money or credit in the past.
• A credit check shows details about your finances, such as your existing debts and credit
  available to you. It can also show any financial links you have with other people.
• A credit check will also show court records.  This can include bankruptcies, payment defaults,
  County Court Judgements (CCJs) and Individual Voluntary Arrangements (IVAs).
• Lenders use credit checks to help them decide whether to accept you for their credit products.

For information on Credit Reports, see the following links:

• MoneyHelper – How to Check your Credit Report:
  https://www.moneyhelper.org.uk/en/everyday-money/credit-and-purchases/how-to-checkyour-credit-report
• Transunion – What is a Credit Report:
  https://www.transunion.co.uk/consumer/crediteducation/what-is-a-credit-report

• We need some more information from you.
• We describe this as your application being ‘referred’.
• This means that an underwriter needs to make some additional checks on your
  application.
• If we do need more information, we will get in touch, and let you know what information we need.

If you have any questions about this, you can contact our Customer Services team by:

• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank holidays (Make sure you choose Option 3)
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5
  working days, so if you need to speak to us quickly, it is better to call us.

• We are sorry that we have not been able to provide you with finance at this time.
• There are several reasons why this could be, and we are not able to share specific information about this.
• Duologi uses Transunion to assess credit applications.
• If you would like some further information about why this may have happened, we would
  suggest you speak to Transunion.

For more information, please see:

• Transunion – Turned down for Credit:
  https://www.transunion.co.uk/consumer/creditreport-help/declined-credit
• MoneyHelper Guide:
  https://www.moneyhelper.org.uk/en/everyday-money/credit-andpurchases/what-to-do-if-you-have-been-refused-a-loan-or-credit-card

We’re sorry to hear you’re having trouble with paying your deposit.

We suggest that you speak to the Retailer you are buying the goods/services from.

Or there are a few things you can try:

• Make sure that the card you are using is registered in your name and to the same address on your credit application.
• Try a different payment card, in your name, and registered to the correct address.
• Don’t use a VPN when you are applying.
• Make sure you use a personal device (e.g., your own phone, laptop, tablet)
• Try a different browser, we suggest Google Chrome.

If you have any questions about this, you can contact our Customer Services team by:

• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank holidays (Make sure you choose Option 3)
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5 working days, so if you need to speak to us quickly, it is better to call us.

• Whether you can cancel the purchase depends on the goods/services that you have purchased.
• You will need to speak to the retailer you are buying the goods/services from. They will be able to tell you if it’s possible to cancel your purchase.
• If the retailer informs us that your purchase is cancelled, we will then cancel your loan application.

• Duologi does not take deposit payments. This means we cannot refund the deposit to you.
• You will need to speak to the Retailer you are buying the goods/services from.
• If you have any questions about this, or if the Retailer has not been able to help, please contact our Customer Services team using the details at the top of this page.

This applies if you want to keep the goods/services but do not want to use Duologi finance to pay for your purchase.

• If your loan is regulated by the Consumer Credit Act 1974, you have the right to withdraw
  from the credit agreement, without providing any reason, within the first 14 days of the loan.
• You can request this either in writing or verbally.
• If you withdraw from the agreement, but the order has been fulfilled, you must repay the amount owing, with any interest payable within 30 days from the date you tell us you wish to withdraw.

If you wish to exercise this right, you will need to contact us by:

• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank
  holidays) – Make sure you choose option 3.
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5 working days, so if you need to speak to us quickly, it is better to call us.

How do I know if my loan is regulated, or unregulated?

• A regulated loan is any loan that is interest bearing (e.g. 4.9%APR), or has a term of longer
  than 12 months.
• An unregulated loan is any loan that is interest free (0%APR) and for a term of up to 12 months.

There is also some key wording on the top of your loan agreement that will tell you if the loan is regulated or not.

A regulated loan will have ‘Fixed Sum Loan Agreement regulated by the Consumer Credit Act 1974’.

An unregulated loan will have ‘Fixed Sum Loan Agreement’ at the top.

If you have any questions about this, you can contact our Customer Services team using the details at the top of this page.

• Duologi is not able to make any amendments to your application/order.
• It is not possible to increase your order value, add goods to the order, or change the order you have placed.
• You will need to speak to the Retailer you are buying the goods/services from, to see if this is possible. You would need to do this before the order is fulfilled and the loan has been activated.

• If you have not received the goods/services you have purchased, you should firstly speak to
  the Retailer you are buying the goods/services from.
• If we have written to tell you your loan has started, but you have not received your order,
  please contact us and the Retailer immediately.
• If you have any questions about this, you can contact our Customer Services team using
  the details at the top of this page.

• We’re sorry that you want to make a complaint.
• If your complaint is about the Retailer, you purchased goods/services from, please contact
  them first. You are free to raise a complaint with us directly, if you prefer.
• If your complaint is about Duologi, please contact us as soon as you can, so we can try to resolve this with you.
• You can find more information on how to make a complaint on our Complaints Page:
  https://duologi.com/complaints/consumer-complaints/#faqs-nav

We are sorry to hear this.

There are a few steps we would recommend you take:

• Contact our Customer Services team to explain the situation. We will see if we can help resolve this or provide you with further information to help you to recognise the account.
• If you did not make the application, this will be referred to our Fraud team to investigate.
• You will also need to contact Action Fraud to log this with them.

Who is Action Fraud?

Action Fraud is the UK’s national reporting centre for fraud and cybercrime where you should report fraud if you have been scammed, defrauded, or experienced cybercrime.

How do I contact Action Fraud?

You can contact Action Fraud by:

• Telephone: 0300 123 2040 – Monday to Friday between 8am-8pm
• Online Reporting Tool: www.actionfraud.police.uk (24 hours a day, 7 days a week)
• Website: www.actionfraud.police.uk
• Customer Leaflet – How to Report Fraud: https://data.actionfraud.police.uk/cms/wpcontent/uploads/2020/04/AF-service.pdf

There are two ways you can get a copy of the loan agreement.

1. When you complete the application, there will be an option to save/download a copy of the loan agreement. Please note that this is not a live agreement at this point.
2. When the goods/services have been received, and the loan is activated, you will receive a ‘Welcome Pack’ e-mail from Duologi. This will include a copy of the loan agreement.

• You should not receive our Welcome Pack until after you have received the goods/services you have purchased. If this has happened, please contact us immediately.
• The Welcome Pack will be sent by e-mail from Backoffice@duologi.com. Please make sure you check your junk/spam folders, in case the e-mail gets forwarded there.
• If you have any questions about this, you can contact our Customer Services team using the details at the top of this page.

• You are able to make an overpayment towards your loan at any time.
• An overpayment would be an additional payment, on top of your monthly Direct Debit payments.
• Please make sure you do not cancel your Direct Debit mandate if you make an overpayment.
• The quickest way to make an overpayment is to call us and make a debit card payment over the phone.
• Alternatively, we can send you our bank details, so that you can make a payment by bank transfer.
• When the payment has been made, we will let you know how this will affect your loan going forwards.
• You can contact us by using the details at the top of this page.

• Yes, you are able to repay your loan in full early and we do not charge any fees for this.
• Simply call us or send an e-mail telling us you want to settle your loan early.
• If your Direct Debit is due to be taken within the next 3-5 days, please call us to request your settlement figure so we can discuss your options.
• You can contact us by using the details at the top of this page.

• Yes, you can change your payment date.
• However, there may be restrictions if you wish to change the date of your first payment.
• It’s best to get in touch with us, to discuss this further.
• You can contact us by using the details at the top of this page.

There are two ways you can change your Direct Debit details for your Duologi loan.

• Call our Customer Services team on 0345 521 1881 – Monday to Friday 9.00am-5.30pm
  (excluding bank holidays)
• Emailing Customer Services at customers@duologi.com – Please note we aim to respond to emails within 5 working days, so if you need to speak to us quickly, it is better to call us.

Important Information:

• Setting up a new Direct Debit instruction takes 10 working days.
• You are required to make a payment each month towards your loan.

It’s really important you let us know if you have:

• Moved address.
• Changed your name.
• Changed your e-mail address or telephone number.

You can tell us about any changes by:

• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank holidays)
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5 working days, so if you need to speak to us quickly, it is better to call us.

We may need some supporting documents to be able to make the change. If this is the case, we will let you know.

• Yes, you can give permission to a third party to speak to us about your account on your behalf.
• You need to complete a third-party authorisation form before this can happen.

What does a third-party authorisation form do?

• A completed third-party authorisation form allows us to record your nominated third-party on your account.
• This individual will be able to speak to us about your account, on your behalf, for a period of 12 months.
• Please note that the third-party will be able to discuss your agreement but will not be able to make any changes to your loan.

How can I request a third-party authorisation form?

• You can request a third-party authorisation form by using the details at the top of this page.

• We are sorry to hear this.
• We know circumstances can change suddenly. By speaking to us we can understand your current situation and do what we can to support you getting back on track.

There are several ways we can help you once we understand your situation, which include:

• Change your payment date to an alternative date that is better suited to your circumstances.
• Complete a review of your income and expenditure to help identify the best ongoing solution to manage your account.
• Agree a repayment arrangement to make up the outstanding amount.
• Agree a date for the full amount to be paid.
• Discuss options with you to find additional support if we are unable to help.

What can I do?

• Contact us as soon as you can, on 0345 521 1881 – Monday to Friday between 9.00am5.30pm (excluding bank holidays).
• If you would prefer to discuss this via email, contact the team at
  paymentsupport@duologi.com. Please note we aim to respond to emails within 5 working days.
• If your query is urgent, we recommend you call us in the first instance as this is usually the quickest way for us to discuss your situation.

Where can I get financial support?

If you are struggling to keep up with repayments on your bills or any other loans, it is important that you receive the right support. You will be able to receive free advice from any of the organizations
listed below.

• Money Helper: If you live in England and Wales, phone 0800 138 7777 (England) 0800 138 0555 (Wales) or visit www.moneyhelper.org.uk/en for information about how to deal with
  your finances.
• Citizens Advice Bureau (CAB): For advice and information on debt, visit your local CAB or go to: www.adviceguide.gov.uk (England and Wales), www.cas.gov.uk (Scotland) or  www.citizensadvice.co.uk (NI).
• National Debtline: If you live in England, Wales, or Scotland phone 0808 808 4000 or visit www.nationaldebtline.co.uk for debt advice and information.
• StepChange (formerly CCCS): For debt advice throughout the UK: 0800 138 1111 or www.stepchange.org.

For further information on organisations you can contact, please see here: Signposting Leaflet

• An Income and Expenditure form lists your income, spending, and debts on a monthly basis.
• This shows us what your financial situation is.
• It helps us understand what payments you can afford to make towards your loan.
• It is really important that the information provided is as accurate as possible to give a true reflection of your situation.
• For more information on how to complete an income and expenditure form, please see: https://www.stepchange.org/debt-info/income-and-expenditure-financial-statement.aspx
• You can also contact our Customer Services team who will be able to help you with this.
• Customer Services can be contacted by using the details at the top of this page.

• We know that sometimes, we are limited in the support that we can offer you.
• It is really important that you receive the right support.
• We have a leaflet which gives you a number of specialist organisations that can help. You can access a copy of the leaflet at the following address: Signposting Leaflet