Help and support

Because repayments are the same each month, a personal loan is a great way of funding a whole range of purchases. Some of the most common things our customers take loans for include home improvements, financing a new car, paying for a wedding, leisure activities like a holiday, or consolidating high interest debts into one more manageable payment.

Making a personal loan application is simple and should take less than ten minutes to complete:

• Use our online loan calculator to get a quote, providing you with an estimated monthly repayment figure
• Fill out our quick and easy online application form
• If your application is accepted, read and sign your online credit agreement
• Expect the money in your account within two working days

Our online loan application is designed to be simple to use, and we’ll give you an instant lending decision. No paperwork, no hassle.

As part of your personal loan application, we’ll ask you to tell us your employment details (including annual income), your bank account details and your address history from the last three years. So please have the information to hand to speed things up.

You can also open a new application by telephone if you’d prefer to speak to one of our loan experts. Just give our team a call on 0343 351 9112.

Before hitting ‘apply now’, read over the questions you need to ask yourself before applying for a loan.

Every lender has their own criteria when deciding whether to approve a loan, but most will ask you for the same sort of information. For a personal loan application, you’ll need your employment details, including annual income, your bank account details and your address history from the last three years.

At Novuna Personal Finance our criteria also require borrowers to be aged 21 or over. You must have a bank or a building society account, a good credit history, be a permanent UK resident, be in permanent paid employment, self-employed or retired with a pension and have an income greater than £10,000.

If you have a change in circumstance and decide you want to make extra payments on your loan, you can do so at any time, free of charge. Loan overpayments will be used to reduce the duration of your agreement, so you’ll continue to pay your monthly Direct Debit as normal but the payments will end sooner.

The quickest and easiest way to make loan overpayments is by managing your account online. Using our online tools, you can make a one-off payment or increase your monthly payment. Alternatively, speak to our Customer Service Team on 0344 375 5500.

Once you’ve completed the application, you cannot change the amount of the loan. However, for a period of 14 days you do have the right to withdraw from the agreement. You must then repay in full the amount borrowed within 30 days, and your agreement will be cancelled.

If we haven’t heard from you after the 14 day period, we’ll assume you’re happy with everything and you will be bound by the terms of your loan. Once you’ve requested a cancellation, you can apply again to increase loan amount. To do so, contact our Customer Service Team on 0344 375 5500.

If you’re unable to repay your loan, we’re here to help. It’s important that you contact our Collections Team on 0344 375 5488. Once we understand your current circumstances, we’ll be able to advise the most suitable option or establish a payment arrangement that is affordable for you. We may ask for information about your financial situation to ensure we put the most suitable arrangement in place.

If you’re experiencing financial difficulties, we may signpost you to a free debt charity called Step Change, who will be able to offer you confidential support.

Information about our new PIN feature 

Following customer feedback, we have introduced a 6 digit PIN to help you log into your account instead of using a memorable word.

You can still use the characters from your memorable word to log into your account and then change over to a PIN via the 'My Profile' page.

When setting your PIN, try to avoid easy sequences like 123456 or 111111.

If you have forgotten any of your login details then you can reset them using the link below.

Reset your log in here.

You will only receive an email if the address entered matches that on your account, please check your junk folder too. If the email isn't in there and hasn't arrived after 20 minutes, please get in touch.

If you’re struggling to find your agreement number, it is noted near the top of some of the correspondence you've received from us about your agreement, such as your welcome email or an annual statement. Additionally, if you have a direct debit set up your agreement number is shown in your direct debit reference on your bank statement.

We will take your scheduled payment through Direct Debit on or around your due date each month until your agreement is completed. Once we have taken your final payment, we will stop requesting the Direct Debit.

You can update your details including your due date online or via the app by logging in and selecting ‘change Direct Debit’ from the options.

If, at the time of your Direct Debit is in the process of taking your next payment, it will not be possible to update your Direct Debit details straight away.

Please note: We cannot accept a Direct Debit Instruction from a company bank account

You can view your remaining balance and when your final payment is due by logging into your account.

You can get a settlement quote online or via the app. Select ‘Settle agreement’ from the list of options in the menu. This will show your current settlement figure and you can also make a settlement payment on this page.

Yes. Simply log into your account and select 'Make a Payment' from the menu list then enter the amount you would like to pay.

Payments higher than your monthly repayment will be deducted from the outstanding balance without affecting your monthly payment. Amounts less than your monthly repayment will reduce your next Direct Debit.

You can sign your loan agreement online using our e-signature service, this is a fast and simple way of signing your agreement and enables us to get the funds to you as quickly as possible.

If you have not signed your agreement within 30 days, your loan offer will expire, and another application will need to be submitted.

Yes, you have 14 days to withdraw the agreement. If you don’t wish to continue, please call our Customer Service Team on 0344 375 5500 within this time period or we'll assume you're happy with everything and you will be bound by the terms of your loan.

We understand circumstances can change and once we know more about your personal and financial situation, we can look at other options available to you.

We may also need additional information about your situation to ensure the most suitable arrangement is put in place.

If you feel as though you need further support, there are plenty of debt charities and not-for-profit organisations who will be able to provide financial advice such as the ones listed below:

• StepChange Debt Charity
• National Debtline
• Citizens Advice Bureau
• Money Advice Service