List of frequently asked questions to help you with your application.

FAQs - Snap finance

We have put together a list of frequently asked questions to help you with your application.

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You can apply online by clicking here, which will take you through to our application form.

How do I apply?

We carry out a 'soft' search on your credit file to determine if you're eligible. This will not negatively impact your ability to obtain credit elsewhere but will allow us to decide if we can offer you a loan. Should you proceed to make a full loan application, a record, or 'hard' search will be registered on your credit file.

Will this affect my credit score?

We may decline your loan application if you do not meet our eligibility criteria or affordability criteria. If you have made an application within 30 days, the system automatically prevents a new application.

Why have I been declined?

Please contact us on 03300 109381 and we will send you or text you a link.

I have been approved but can't find my application details.

If you have already chosen a retailer contact them directly, alternatively our retail finder will allow you to search for a local, national or online retailer.

I have been approved what do I do next?

You have 30 days from application to place your order and pay your deposit before your finance offer expires. After this date you will need to make a new application.

I have been approved but I am not ready to pay the deposit yet, how long do I have?

This depends on the retailer you have chosen, please contact them direct or call us on 03300 109381 to discuss it.

What is the deposit amount?

Yes, if you have chosen your new retailer then please call us on 03300 109381 and we will be happy to change it for you.

If you have not yet chosen your retailer, please look on our retail finder.

Can I change my retailer if I have not yet paid the deposit?

Our retail finder will allow you to search for a local, national or online retailer.

How do I find a retailer local to me?

If you have been denied and it is your first time of applying, please wait 30 days before making a new application. If you have been Approved for finance and have made a new application within 30 days, then it is possible that you have been denied due to having a duplicate application. If this is the case, please call us on 03300 109381 and we will look into your application.

I have been denied, when can I re-apply?

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If you have already been a customer of ours and your details have not changed you can use the returning customer section of our website to enable you to have a swifter application. If your details have changed, such as address, please apply from scratch.

I have been a customer before, how can I use you again?

Please cancel with the retailer then contact us.

We will confirm your cancellation and can then either:

Transfer it to a new chosen retailer if applicable, providing your application was approved within 30 days.

What do I do if I have cancelled my order?

Please contact the retailer who will discuss this with you. Once they have agreed to accept the goods back, please contact us once they have received them.

We can then agree to cancel your finance.

You are liable for any payments due up until the retailer confirms that they have received the goods, however any payments you have paid will be returned.

I want to return my order what do I do?

Your first payment date will be the one as stated on your loan agreement. This may change if you get your goods sooner than expected. Your first payment may also be brought forward. If there is a delay in delivery your first payment will not be until after the goods have been delivered.

When will my first payment date be?

This can be done once you have received the goods. Once you have your goods delivered, please call us on 03300 109381 to change your date. We can confirm the new date and what your new payment amount will be.

How do I change payment dates?

Yes, you can, please call us on 03300 109381 and we can do this over the phone with you.

Can I make additional payments?

Please call us on 03300 109381 and we can do this over the phone with you.

Can I find the balance of my loan?

If your payment is due on a weekend or a Bank Holiday, the payment will be taken on the Friday before. Should the Bank Holiday fall on a Friday the payment will be taken on the Thursday before.

If you don't want this to happen, please call us on 03300 109381 at least 3 days before the payment is due to be taken.

What happens if my payment falls on a weekend or bank holiday?

We do not currently have an App but are always working on improving our offering.

Do you have an app / account online?

If you have been denied and it is your first time of applying, please wait 30 days before making a new application.

If you have been Approved for finance and have made a new application within 30 days, then it is possible that you have been denied due to having a duplicate application.

If this is the case, please call us on 03300 109381 and we will investigate whether we can offer you finance.

What are your opening hours?

EMAIL
Customers: customer@snapfinance.co.uk
Retail partners: merchant@snapfinance.co.uk
Collections: collections@snapfinance.co.uk
Specialist Support: supportteam@snapfinance.co.uk

CALL
Customers: 03300 109381
Retail partners: 03300 109364
Collections: 03300 104137
Specialist Support: 03308 186738

You can now manage your account without having to speak to anyone. Simply text to 07860 078257 with one of the following keywords:
"PAY" to make payment
"BAL" to check your balance
"NEXT" to check next payment date and amount
"HI" to speak to a real person

(Please note, for security you must text us from the phone number attached to your Snap account. You will need your 10 digit reference number with UK at the end.)

Phone lines are open:
Monday to Friday 8.30am to 5:30pm.
Saturday 9.00am to 1.00pm.

How can I contact you?

At Snap Finance, we understand that mistakes can happen from time to time, and we apologise for any inconvenience caused. If you have a complaint or are unhappy with our service, please don't hesitate to get in touch with us.

You can contact us on 03300 109381 or via email at customer@snapfinance.co.uk.

We aim to resolve all complaints within 3 working days, but depending on the nature of the complaint, it may take longer if additional information is needed. If you are not satisfied with the outcome of your complaint, you have the option to contact the Financial Services Ombudsman after 8 weeks on 0800 0234567 or by visiting their website at http://www.financial-ombudsman.org.uk.

We will usually respond to your complaint by email, but we may also write to you if necessary. Thank you for bringing any issues to our attention, as we are committed to providing the best possible service to our customers.

Phone lines are open:
Monday to Friday 8.30am to 5.30pm.
Saturday 9.00am to 1.00pm.

FAQs

Applying

How do I apply?

Will this affect my credit score?

Why have I been declined?

I have been approved but can't find my application details.

I have been approved what do I do next?

I have been approved but I am not ready to pay the deposit yet, how long do I have?

What is the deposit amount?

Can I change my retailer if I have not yet paid the deposit?

How do I find a retailer local to me?

I have been denied, when can I re-apply?

Existing customers

I have been a customer before, how can I use you again?

What do I do if I have cancelled my order?

I want to return my order what do I do?

When will my first payment date be?

How do I change payment dates?

Can I make additional payments?

Can I find the balance of my loan?

What happens if my payment falls on a weekend or bank holiday?

Do you have an app / account online?

I have been denied, when can I re-apply?

What are your opening hours?

How can I contact you?

What should I do if I am unhappy with my Snap Loan?

What should I do if I am experiencing financial difficulties?

Ready to apply?