Question 1

When do my repayments start?

Accepted Answer

Payments will begin one month after the goods have been delivered.

Question 2

Can I change my payment date?

Accepted Answer

Customers can change their payment date once they have received their welcome documents.

Question 3

Can I make additional payments?

Accepted Answer

Yes, customers can make additional payments at any time free of charge.

Question 4

Can I change my Direct Debit details?

Accepted Answer

Yes, please call our Customer Service team on 0344 375 5500 to discuss this in further detail.

Question 5

How do I view my balance?

Accepted Answer

The quickest and easiest way for customers to view their balance is by managing their account online. Customers can create an account or access a pre-existing account at the Novuna Personal Finance online account portal.

Question 6

Who is eligible to apply for online finance?

Accepted Answer

To apply for finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 3 years or more. Unfortunately, we are unable to offer finance to residents of Eire. Homemakers aren't excluded from applying under their own names; however, the employment details of your spouse or partner will be required in order to process your application.

Question 7

Are there any arrangement fees or hidden extras for credit?

Accepted Answer

No. There are no arrangement fees or hidden extras.

Question 8

Applying for finance

Accepted Answer

Applying for finance couldn't be easier or more convenient. When you buy from us you have the choice of using finance and our staff will talk you through what is needed to process an application. The whole process only takes a few minutes and is simple and secure. Once your finance application is approved, you will then be advised of how to sign the finance agreement, and you will also receive an email confirming these details. Please read the agreement carefully, checking that all the details are correct, then electronically sign the agreement or print. Following receipt of your finance agreement and a few additional checks, your purchase can proceed.

Question 9

How quickly will my finance application be approved?

Accepted Answer

All finance decisions will be made within seconds. Once you are approved, we will contact you (during working hours) to finalise your purchase. If your application is referred, Novuna's Underwriting Team will review your application and may request some further information from you before making their decision.

Question 10

Once my application is approved, what happens next?

Accepted Answer

Within minutes of your application being approved, you will be presented with the option to e-sign your agreement. If you choose to e-sign, a PDF of your agreement will be displayed on screen. You should read the agreement carefully before clicking all the relevant sections agreeing to its terms. A copy of your credit agreement will be emailed to you once the e-signature has been completed. Once you have agreed to the terms, the retailer will be notified, and you need to do nothing more. Note that products will not be allocated to your order until your completed and signed agreement is returned and received by Novuna Personal Finance. Shipment of your goods will follow soon after your agreement has been returned and received.

Question 11

Will you credit score me and if so, what does this mean?

Accepted Answer

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies. This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

Question 12

If you decline my application, what is the reason?

Accepted Answer

In addition to credit scoring, Novuna also takes into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though Novuna is unable to provide you with a main reason for declining your application, it is usually based on one, or a combination of the following: your credit score (note that every finance company will score you differently), adverse credit reference agency information, being considered overcommitted, being aged under 18, or your existing account performance with other lenders.

Question 13

What type of information do credit reference agencies hold about me?

Accepted Answer

Some of the information is public information, for example electoral roll, County Court Judgments and bankruptcies. Other lenders may also file information about accounts you hold with them, for instance your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

Question 14

How do I obtain a copy of this information?

Accepted Answer

Send a request to the relevant credit reference agency, together with details of all addresses at which you have lived over the last 6 years: Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF; Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS; TransUnion International UK Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ. These agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

Question 15

If my application is not successful, can I re-apply?

Accepted Answer

Yes. We acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down. We do suggest, however, that you leave at least 6 months between applications.

Question 16

What is APR and rate of interest?

Accepted Answer

The rate of interest is the cost you will pay each year to borrow the money, expressed as a percentage rate. It does not reflect fees or any other charges. The APR is a broader measure of the cost of borrowing than the interest rate. The APR reflects the interest rate and other charges that you pay to get the loan. As the FCA explains, the APR stands for the Annual Percentage Rate of charge, and you can use it to compare different credit and loan offers. It takes into account not just the interest on the loan but also other charges you have to pay, for example any arrangement fee. All lenders have to tell you what their APR is before you sign an agreement, and it will vary from lender to lender.

Making private treatment more accessible

Finance options

We want to make private surgery an option for more patients, that’s why we’ve teamed up with Chrysalis Finance to offer 0% finance* for 12, 18 and 24 months.

Finance options with Chrysalis Finance

Finance calculator

Frequently asked questions

Am I eligible for finance?

How quickly will I receive a decision?

Need more information?

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Is finance available on all treatments?

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