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Unsecured loans FAQs

Loan repayments

How do I pay the loan back?

All loan repayments must be made by Direct Debit, so you will need a bank account.

How often will I make payments?

You can choose weekly, 2-weekly or 4-weekly. Please select the date/day you wish to pay on in the 'next payment date' section and we will set up your repayments accordingly.

Can I change my payment date or frequency?
How do I make a card payment?

You can log on to your account and click the 'make payment' button. Alternatively please call us on 01772 666100.

What happens if I want to pay my loan back early?

No problem! You can do this at any time - although we may need to ask you more about where the funds have come from.

I can't make my repayments - what can I do?

Please ring us to discuss your situation. We are understanding and willing to discuss this with you. We would prefer you to make a token payment towards your loan rather than stop paying. If you don't talk to us we can't help you, and may have to take action to recover the loan.

I am struggling to pay my loan because of Coronavirus can you help me?

Yes, if you are concerned about the impact that Coronavirus may have on your loan with us, or are experiencing financial difficulties due to the ongoing effects of the Coronavirus pandemic, please let us know as soon as possible by calling us on 01772 666100 or by emailing loans@placesforpeople.co.uk and we’ll get back to you as soon as possible.

It is important for us to understand how your financial situation has been affected so we can work with you to find the best solution. We are still able to provide support, and can offer a range of options which may help, including payment deferrals or reductions.

Data

How long will you keep my data on file for?

We will only keep your data for as long as is necessary, in line with data privacy principles. This depends on what stage your application is at with us:

Your application has been cancelled:We will keep your data for 6 months (unless we have obtained a Credit Reference Search, when we will keep your data for 6 years)

Your application has been declined:
We will keep your data for 12 months (unless we have obtained a Credit Reference Search, when we will keep your data for 6 years)

Your application has been repaid/closed:
We will keep your data for a further 6 years after your application has been repaid/closed

LiveChat data:
We will keep your data for 6 months

How do you use information about me and how do you protect my privacy?

Places for People Financial Services Ltd is committed to protecting your privacy when you use our services.

Our Privacy Notice explains how we use information about you and how we protect your privacy.

We have a Data Protection Officer who makes sure we respect your rights and follow the law. If you have any concerns or questions about how we look after your personal information, please email the Data Protection Officer.

Complaints

How do I complain

We want you to be happy with the services you receive and we want to know when we get things right. We want to improve on what we do by building on our successes and learning from our mistakes by:

  • Listening to your feedback, good or bad
  • Dealing with complaints efficiently and effectively
  • Keeping you up-to-date with progress
  • Being honest and open about the process

In line with our equality and diversity policy, we will ensure that the most urgent consideration is given to complaints relating to harassment and discrimination.

If we fail on our promises, you may want to make a complaint, this leaflet tells you how to do it.

How to complain:

If you can’t do this yourself, ask a friend or relative to complain for you.

  • We want to resolve your complaint straightaway and, in the majority of cases, the first person you speak to will usually be able to resolve things for you, after which you will receive a letter confirming the resolution of your complaint. If we’ve not been able to do that by the end of the third business day after we’ve received your complaint, we’ll write to you to acknowledge your complaint and tell you who is dealing with it.
  • We will then keep you up to date while we are investigating your complaint, until we provide you with a formal resolution letter.

Alternatively, after receiving a summary resolution communication, you may exercise your right to refer your complaint to the Financial Ombudsman Service. Typically you have six months from the date of our summary resolution communication to do this.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk
0800 0 234 567

Places for People Financial Services
18 South Rings Business Park
Craven Drive
Bamber Bridge
Preston
PR5 6B2
01772 666 122
01772 667 002 (out of hours)

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