FAQs

Please check below for any questions you might have

Applying for a loan

Q: Who can apply?
To apply for a loan with Moneyline you must be over the age of 18, live in the UK and have a bank or post office account that accepts direct debits. All new customers must have online banking, we use this to make it easier for you to share your bank statements with us.

Also, you must not be under debt management, bankrupt or have a current IVA (Individual Voluntary Arrangement) or DRO (Debt Relief Order).

Q: What is your interest rate?
We charge 169% APR fixed.
Q: Are you a PayDay loan company?
No! We offer loans from 3 – 8 months for first-time customers.
Q: How quickly will I get a decision?
Once you complete an application we will try and call you back within 24 hours to conduct a phone interview.
Q: How do I apply?

By Telephone

You must have online banking for a phone loan. Fill in the online application form and follow the instructions on what to do next. If all the paperwork is OK we will call you back to go through it with you and complete the application over the phone.

Q: How much can I borrow?
Our loans range from £100 – £1500 (up to £500 for first time customers). We base our loans on what you can afford to repay.
Q: Do you use my credit score?
No! Unlike most other lenders, we do not use your credit score to make a loan decision, but we do look at your credit information to help us understand your current situation.
Q: Why do you want 12 months of bank statements?
We look at what income you receive and what you pay out, to see that a loan is affordable for you. We can do this without having to check your credit score by using your bank statements
Q: Why do you credit check if you don’t use my credit score?
A credit check will show us information from things like other loan providers, gas and electricity companies and catalogue companies.

We carry out a credit check to see what your current credit commitments are and if you are up to date with them.

Q: Do I need to be in work?
No. We accept benefits as a source of income.
Q: What information do you need?
We just need your bank statements. We sometimes ask for more information to check income but we will do this during the appointment.
Q: I’ve been asked to enter my online banking details, is this safe?
Yes, this is completely safe. We use Open Banking (provided by a company called oohMoolah) which speeds up the loan process.
Q: If it’s a yes, when will the money be in my account?
If it’s a ‘yes’ to a loan you should see the money in your bank account by midnight that day.

 

Managing your loan

Q: When do you take payments?
You can choose the best day for you. We take payments weekly, 2 weekly, 4 weekly or monthly.
Q: How do you take payments?
We will agree a date with you for the term of the loan and collect payments via Direct Debit on this date.
Q: Can I change my repayment date?
Yes, just let us know at least 3 days before your usual repayment date by calling us on 0345 643 1553 and we will change it for you. We understand that circumstances often change and we are always here to help.
Q: Can I change my repayment amount?
Yes, if you would like to increase your repayment amount to pay your loan off more quickly that’s great as it will reduce your total cost of credit. If you’re struggling with the agreed amount and need to reduce it we are always here to help and can look at this for you. If you do need to reduce your payments your cost of credit may increase.
Q: How can I check my loan balance, repayment date or other account information?

If you are just enquiring about your loan or saving balance you can call 0345 643 1553 from the mobile number you gave us when taking out your loan, enter your date of birth and you will hear your balance over the phone.

Or text your date of birth in an 8 digit number format (e.g 01012007 for 1st January 2007)  to 07860092010  from the mobile phone number you gave us when you took out the loan and we will text your balance back to you.

Also you can click here to go to our Existing Customer page.

Q: What if I miss a loan repayment?
To make a payment call us on 0345 643 1553 or you can make a payment online with any debit card just visit www.moneyline-uk.com/make-a-payment

If you have had a change in circumstances give us a call on 0345 643 1553 and we can talk through the various options or click here to go to our Existing Customer page where you can send us a message.

Q: What if I am struggling to keep up with my loan repayments?

First of all, don’t worry, we understand that circumstances often change and we are here to help. The important thing is to talk to us as soon as possible as we will work with you to agree an affordable repayment plan that works for you. We also may be able to offer payments breaks and interest breaks on your loan.

If you need any support with debt or money worries these advice services could help. They offer free and impartial money advice that could help with your finances.

Step Change Debt Charity – Tel: 0800 138 1111  www.stepchange.org

Money Advice Service – Tel: 0300 500 5000  www.moneyadviceservice.org.uk

Q: Can I make a one-off payment?

Yes, either call into your local branch or call us on 0345 643 1553.

You can also make a payment online with any debit card just visit www.moneyline-uk.com/make-a-payment

Q: I already have a loan with you. Can I take out another?
If you are a new customer you will need to pay off your loan in full before applying for another loan’ For our existing customers you may be able to apply for another loan depending on your affordability.
Q: Can I apply for a loan over the weekend?
Yes, we offer a loan service on Saturdays and providing your loan is approved, this can be in your account by midnight that night.
Q: How do I change my bank or Debit card details?
If your bank or Debit card details have changed, give us a call on 0345 643 1553 and we will update that information for you.
Q: How can I update my contact information?
If you have moved house or have a new contact number, give us a call on 0345 643 1553and we will update that information for you.

 

Savings

Q: When can I access my savings?
You can access your savings whenever you like. If something unexpected pops up or you need them for an emergency your savings will be there waiting for you. It will take us up to 5 days for the money to reach your bank account.
Q: How do I withdraw my savings?
Just pop into your local branch and complete one of our savings withdrawal forms and we will transfer your savings into your bank account. Call us on 0345 643 1553 or click here to go to our Existing Customer page.
Q: How much can I save with you?
You can save as little or as much as you want! We don’t want you to save anything you can’t afford, just as much as you’re comfortable with.
Q: Are there any interest rates on my savings?
No. The account does not currently offer any interest on your savings but it is still a useful way to keep money on one side for a rainy day.
Q: Can I carry on saving after I have paid off my loan?
Of course! We want you to keep on saving if you can.
Q: What is the Savings Reward?
  We offer a 2% savings reward (subject to our terms and conditions available on request) on your loan amount for paying it off on time.

This will be paid into your savings account with us or with your bank account.

 

Miscellaneous

Q: How can I check if I’m entitled to any other income?
You can use our free income calculator to check whether you’re entitled to any extra income or support. To use the calculator, click here. This will open a secure webpage where you can fill in details about your current income and bills. The calculator will then highlight any extra support you may be entitled to, with links and information on how to apply for these.
Q: What is APR?
APR stands for the Annual Percentage Rate and is a standard way to show the cost of borrowing. Lenders must tell you the APR of any loan before you sign an agreement, and it will vary from lender to lender depending on the type of credit.
To work out the APR lenders must consider the interest rate, the length of the agreement, the value of the repayment and how often the repayments are and also any other charges or fees.
Q: Do weekends or bank holidays affect your service?
Yes, payments may change due to bank holidays however we will always notify you in advance if payments will be taken earlier or later than your usual date using the current contact details we have for you.
Q: How can I make a complaint?
We want to give our customers the best experience possible, so if you are dissatisfied with our service or any of our products please call us on 0345 643 153 and help us to improve in the future. Alternatively, you can email us at headoffice@moneyline-uk.comClick here for our complaints procedure.