FAQ - Custom Credit

We're here to help.

Our dedicated Customer Service team are here to help you. You can contact us via phone on 0800 802 1466 or by email to hello@customcredit.co.uk. Our team are available Monday to Friday 9am to 6pm, excluding Bank Holidays.

Am I eligible to apply for a Custom Credit loan?

To apply for a loan with Custom Credit, you must: be aged 18 or over; be a UK mainland resident (currently excluding Northern Ireland); and be happy to securely share your Open banking data. We are currently unable to accept applications if you are unemployed, self-employed or on a zero hours contract.

How much can I borrow with Custom Credit?

At Custom Credit we offer loans of between £1000 and £10000, repayable over a term from 12 months to 60 months.

What is Open Banking?

Open Banking is a term used to describe a set of technologies and standards, which allows consumers to safely and securely share their account information. You can choose to give secure access to your current account information such as your income, expenditure and financial transactions, to a regulated company via an app or website. Only you can decide what information you share and for how long, and no one gets access unless you give your permission. To use an Open Banking service you need online or mobile banking for your personal current account. Allowing Custom Credit access to this information means we can offer you flexible and personalised payment options on your loan, and help you achieve your financial goals while keeping your data safe and secure. For more information on Open Banking, you may wish to visit the Open Banking website www.openbanking.org.uk/what-is-open-banking/

How do I make a complaint?

We always strive to provide you with the best possible service, but sometimes we may get it wrong, and we are sorry. If we’ve got it wrong, tell us about it and give us the chance to correct things and make improvements. We welcome your feedback. If you do wish to make a complaint, you can either call us on 0800 802 1466 (our team are available Monday to Friday 9am to 6pm, excluding Bank Holidays) or by email to complaints@customcredit.co.uk.

What should I do if I can't meet my loan payment?

We understand that your situation can change, so if you are struggling to make your Custom Credit loan payment, we’re here to help. Regardless of the circumstances, it’s important to let our Customer Service team know as soon as possible on 0800 802 1466 so we can take steps to help you (our team are available Monday to Friday 9am to 6pm, excluding Bank Holidays). If you ever feel you need some free, impartial and confidential advice then the organisations detailed below may be able to help:

I am experiencing financial difficulties - what should I do?

What is 'Flex Low®?

With a Custom Credit loan, we offer flexible and personalised payment options to meet your financial needs, recognising that your financial circumstances may change.

Flex Low®: This payment option allows you to pay a lower amount without falling into arrears. This can be beneficial for those who receive irregular income or have variable monthly expenses. However, paying this lower amount may increase the total amount repayable (total cost of credit) and may increase your loan term.

These repayment options offer flexibility and convenience, allowing you to choose the option that best fits your financial situation and goals.

What is 'Flex Max®?

With a Custom Credit loan, we offer flexible and personalised payment options to meet your financial needs, recognising that your financial circumstances may change.

Flex Max®: This option allows you to make a larger payment when you have extra funds available, which can help you pay off your loan faster, reducing the term, and potentially save money on the amount of interest.

These repayment options offer flexibility and convenience, allowing you to choose the option that best fits your financial situation and goals.

Where can I go for free and impartial debt advice?

In the UK, there are numerous organisations that offer free and independent debt advice, including:

Need more help?

We have lots of useful FAQs to explore, but we also appreciate you may simply wish to speak to someone.

If you can’t find the answer you’re looking for, please contact our dedicated Customer Service team on 0800 802 1466. Our team are available Monday to Friday 9am to 6pm, excluding Bank Holidays.