If you have a question, we’ve almost certainly been asked before, so please have a look at these handy little FAQ’s which will probably answer most of your burning questions.

Who can apply?

You are welcome to apply if you:

  • are between the ages of 18 and 70
  • are a UK resident
  • hold a current UK bank account and debit card
  • have a monthly net income of more than £700
  • are employed or self-employed

What do I need to apply?

We’ll need to know your:

  • mobile phone number
  • email address
  • home address
  • employment history
  • net monthly income
  • outgoings
  • bank details

What loans do you offer?

We offer loans of £1,000 to £5,000 with fixed monthly payments over 1 to 2 years.

Do you offer short-term or pay day loans?

We don’t.

How do you work out my payments?

You tell us the amount you wish to borrow and for how long; we’ll tell you the monthly amount to repay, the total amount owed, and the interest rate.

What does APR mean?

APR is the Annual Percentage Rate. It determines the true total cost of credit to you for one year, including interest and charges.

It’s important to look past ‘headline’ rates and find lenders’ true APRs so you can accurately compare different loans.

What APRs do you offer?

We offer an APR of 99.9% (representative). The rate you receive is based on the information you provide in your application.

Where can I apply?

Here. The 118 118 Money Lending Team is also available 24/7 on 08000 118 000 or 02920 893300 to guide you through the application process, to help you understand our lending decision, and – if you’re accepted – to provide on-going support for your loan.

Can I find out if I may be eligible for a loan without impacting my credit rating?

Yes. If you choose to do a ‘quick check’ we’ll review your information and let you know whether you are likely to qualify for a loan and at which APR. This review will not affect your credit rating. (Of course, our final loan offer will be dependent upon further checks made during the loan application.)

Will you be making a credit bureau check on me?

Yes. As part of your loan application we will request your credit report from Callcredit and/or Experian.

Will I need to send in extra paperwork?

Usually, the information from the application and credit bureau check will be enough for us to make a loan decision. In some cases, however, we’ll require additional information. If this is the case, we’ll contact you.

Would you consider lending to someone with less than perfect credit?

Yes. We consider all applications individually and try to consider all circumstances fairly.

Can I apply over the phone?

We don’t take telephone applications. However, you can apply on our website. If you have any problems during the application process, you can call us 24 hours a day, 7 days a week.

How does the ‘no interest on your birthday’ promotion work?

We transfer the amount of interest that you would have paid on your birthday into your bank account then email you to let you know that we’ve done so.

How do you decide if my application is successful?

It all comes down to your ability to repay the loan based on what you tell us, how well you’ve managed credit before, your financial profile, and what the credit agencies tell us. Accordingly, it’s in your best interest to complete your application form as accurately as you can.

What can I do to improve my chances of getting credit?

Take a look at our Top 10 Tips for improving your credit rating.

Does applying online mean I get an instant answer?

Our response won’t be instant but our aim is to process everything promptly and make a decision as quickly as we can. To help us, please remember to complete the entire application form and carefully read the documents we email you.

Can I use my loan for anything I choose?

Yes. We’re interested in understanding why you might want a loan, but you may use the money however you wish.

If I have problems completing my application, can you help?

Certainly. Please call us on 08000 118 000 or 02920 893300* and we’ll do our best to help.

Why do you need my bank account details?

We ask for your bank account details in order to know where to deposit your loan, and where to collect your monthly payments by direct debit.

Are my debit card details safe?

Your debit card details are safe with us. We maintain physical, electronic, and procedural safeguards to keep your personal information secure.

Your privacy and security are of the utmost importance to us. We’ll protect your privacy and your data as we always have – in compliance with our Privacy Policy.

What should I do if I didn’t receive my PIN verification code?

You should re-verify your e-mail address on our website. Once you’ve done so, a new PIN will be sent to you. If you’re still having problems, please call us on 08000 118 000 or 02920 893300*.

How can I check on the status of my loan application?

Please call us on 02920 893300*.

Can I apply for a loan and – if approved – receive money over the weekend?

Yes. We process applications and send funds seven days a week. However, if your application is processed and approved in the evening, you may not receive funds until the next day.

If my loan application is rejected, can I try again?

If your financial circumstances change, we welcome you to re-apply after 180 days.

If my loan application is accepted, can I change my mind?

Of course – and we make it easy if that’s what you decide.

Even after your loan is approved, you’ll have 14 days to withdraw from your credit agreement. Just let us know – either by writing to us at 118 118 Money, Fusion Point, Dumballs Road, Cardiff, CF10 5BF  or by phoning us on 08000 118 000 or 02920 893300*.

Remember – you’ll need to return not only the money you’ve borrowed but also any daily interest that has accrued.

What can I do if I’m unhappy with your loan decision?

If you have any additional information that you believe wasn’t taken into consideration at the time of your original application, please get in touch. We’ll then review this information and let you know our decision.

If my application is approved, how soon will I get my money?

You’ll get a welcome call from us shortly after we’ve approved your loan just to confirm a few details. Once we’ve completed that call, we aim to deposit the money straightaway into your bank account.

What documentation will I receive before my loan agreement?

Before sending you your agreement, we’ll send you pre-contractual information along with an explanation sheet. This will give you important information for you to consider regarding your loan prior to signing your loan agreement.

Can I reduce the loan amount that I wish to borrow?

Yes – you can reduce the loan amount, providing the loan has not been deposited. Please contact us on 08000 118 000 or 02920 893300* for more information.

How do you collect payments?

We’ll set up a direct debit mandate on the bank account you gave us on your application. If we can’t debit your account via this method, then we may use your debit card.

When I make a payment, when should I expect to see it on my account?

You’ll be able to see your payments on your account within an hour of making the payment. You can check online by logging into your account.

Can I pay off the loan early?

Yes. You can make a partial or full repayment at any time. Call us on 08000 118 000 or 02920 893300* to find out how much is still owed and to discuss how much you wish to repay

What should I do if I’m having difficulty making payments?

Don’t hesitate and please call us on 08000 118 100/02920 893400* as soon as possible to see what we can do.

What do you do if I fail to repay a loan?

Everyone’s circumstances are different. Call us on 08000 118 000 or 02920 893300* as soon as possible so we can discuss your situation with you.

Can I view my balance online?

Yes, you can. Log into the account management section of our website where you’ll be able to see your current balance and recent payments.

If my personal details change (for example, I’ve moved, or my bank account information has changed), then how do I let you know?

Please call us on 08000 118 000 or 02920 893300*.

What happens if I forget my password or need to reset it?

Log into your account on our website; you can click on “Forgotten your password”.

My circumstances have changed what should I do?

If your circumstances change, please call us on 08000 118 000 or 02920 893300* so that we can work with you on a viable solution.

How can I pay?

Details on how to pay can be found here.

How often will I receive statements in the post?

You will receive an annual statement from us for the duration of your loan. You can see your current balance and recent payment history by logging into your account on our website. Should you require further assistance, please contact us on 08000 118 000 or 02920 893300*.

Can I extend my loan term?

Your loan term is set at the start of your agreement with us. You can shorten the length of your loan by making additional payments; however, you cannot extend beyond your original term. If you are having difficulties making your payments, please contact us on 08000 118 000 or 02920 893300*.

Are there any hidden charges?

There are no hidden charges with 118 118 Money loans.

I have settled my 118 118 Money loan, can I apply again?

If you have completed or settled your loan from 118 118 Money early, before reapplying please contact our Customer Value team

Can I take out more than one loan?

No. But we will happily process another loan application once you’ve fully repaid the first loan. This new application will be subject to our standard application evaluation process.

What are Callcredit and Experian?

Callcredit and Experian are reference agencies we use to carry out checks on an applicant’s credit history file.

How do you protect my data?

Your data are safe with us. We maintain physical, electronic, and procedural safeguards to keep your personal information secure.

Your privacy and security are of the utmost importance to us. We’ll protect your privacy and your data as we always have – in compliance with our Privacy Policy.

How are you regulated?

118 118 Money is authorised and regulated by the Financial Conduct Authority (Interim permission number 656451). You can confirm our registration on the Financial Conduct Authority’s website www.fca.org.uk/register or by contacting the Financial Conduct Authority on 0800 1116768.

118 118 Money is a trading name and appears on the register as Madison CF UK Limited.

What are your trading hours?

118 118 Money operates 24 hours a day, 7 days a week. Call us on 08000 118 000 or 02920 893300*

Where can I go for independent debt counselling advice?

We would recommend seeking out an organisation offering free advice, including:

  • National Debtline– This is a free, confidential, and independent phone helpline for debt problems. 0808 808 4000. (England, Wales, and Scotland only)
  • Advice UK– A network of independent advice-providing organisations. 0300 7770107.
  • Citizens Advice Bureau– A network of local offices offering free, confidential, independent advice. If you live in England, Wales, or Northern Ireland, click here. If you live in Scotland, click here.
  • Step Change– A debt counselling charity. Call 0800 138 1111.

Are you a member of any trade bodies?

We are members of the Finance and Leasing Association (FLA) which is a trade body for the asset, consumer and motor finance sectors in the UK. As members, we subscribe to the FLA’s lending code which sets out best practice in consumer lending. You can find a copy of the Code here: http://www.fla.org.uk/index.php/consumer-information/lending-code

Refunds

What happens if an over-payment or payment in error is taken?

  • If you make an over-payment by card we will, if requested, refund the amount to the card you used.
  • If you have made a payment via a debit card associated with a UK bank account, the funds should be returned via ‘Faster Payments’ to your bank account.
  • If you cancel your Direct Debit, we may invoke our Continuous Payment Authority (CPA) rights as specified in the loan agreement.
  • If a payment is taken in error via CPA, we will refund the payment taken to the card used or your bank account, as detailed above.
  • Any refunds will be processed within 5 days of us being made aware of the issue.
  • If you receive a refund you’re not entitled to, you must pay it back when we ask you to.

If you need any immediate help then get in touch with us by calling 08000 118 000 or 02920 893300* or email us at CustomerServices@118118Money.com (*08000 118 000 is free from UK landlines and mobiles. 02920 893300 is charged by your provider as UK national number).