About EE Finance

EE Finance is available to you during checkout when buying selected purchases. You’ll be able to choose the amount you want to pay upfront (from 10% to 50% of the purchase price) and the length of the loan for the remainder (12, 24, 36, or 48 months). As part of your loan application, Glow will conduct an affordability assessment (including a credit check).

Glow is your lender, and we are the credit broker. No money will be credited to your personal bank account. Instead, Glow pays us for what you buy. To find out more about EE Finance, visit ee-finance.co.uk, where you can log into to find information on details of your loan, payment dates, and making extra payments.

EE Finance is only available when you buy selected EE products online. You must have been a UK resident for the past three years and be more than 18 years old. You have a personal UK bank or building society account that allows a Direct Debit to be set up. You’ll need to provide a valid photo identification such as a passport, full or provisional driving licence, or an EU identity card as part of the process. You’ll also be asked for your address history for the last three years, information about your financial dependants, annual income and, if you’re employed, your employer’s name, to undertake a credit and affordability check.

Using the information you’ve given in your application, Glow will assess your ability to make the monthly repayments on your loan, taking your credit history into account. Before you commit to the loan, the APR rate will be displayed. Once you’ve accepted the loan, Glow will perform a credit check, which will show on your credit report held by the Credit Reference Agency.

Your first Direct Debit repayment will be taken a month after the date you receive your goods. If you’ve bought multiple items, this will be one month after the date you receive all your items. You’ll receive all these details in your welcome email from EE Finance and they’re always available from the EE Finance Customer Portal.  Once your first payment has been taken, you can choose to change the date of your Direct Debit. If you choose to change the date of your Direct Debit, there is no impact to your monthly repayment or the term of your loan.

You can make an extra payment towards your loan at any time – just call on 0330 027 1150*, 9am to 6pm, Monday to Saturday. You won’t be charged any early settlement fees if you wish to repay your loan in full or make any overpayments. You can also make overpayments, catch-up repayments, or settle your loan in full online through the EE Finance Customer Portal.

You won’t be able to increase your existing loan. If you want to buy another item and select EE Finance as a payment method, you may be eligible for another loan agreement. Please note that the interest rate offered on any new loan could be lower or higher than your existing loan. The loan amount and the rate will depend on your personal circumstances and a new credit assessment.

The EE Finance Customer Portal or website is where you can find all your loan documents, your loan balance, what payments are due and when, and where you can make additional or catch-up repayments, or settle your loan early.

You’ll receive a welcome email once your loan has been processed, containing your loan agreement and details of when your loan will start. The welcome email also provides you with information on how to register and manage your online account on the EE Finance website.

Contacting EE Finance
You can call the customer services team on 0330 027 1150*, 9am to 6pm, Monday to Saturday, or email support@ee-finance.co.uk. If you have questions about your loan balance or about what payments are due, or if you wish to settle your loan in full, you can do this on the EE Finance website.

If you change your mind, you’ll have 14 days to cancel your loan agreement from the date Glow have confirmed your loan in writing, or (if later) the date you receive the goods from EE. Just call on 0330 027 1150*, 9am to 6pm, Monday to Saturday, or you can email - support@ee-finance.co.uk.

You can start the return process via the EE app on your mobile or through ee.co.uk. Alternatively, you can call on 0800 079 0323. Terms and conditions apply – see EE Shop Terms and Conditions. In certain cases, you may need to sign a new loan agreement before we process a replacement.

Getting turned down for a loan can be disheartening, especially if you don’t know why you were rejected. Your loan application may be rejected because you don’t meet Glow’s lending criteria, or because Glow don’t think you can afford the loan and its repayments, or because your credit history doesn’t meet Glow’s credit criteria.

As part of the application, Glow obtain information from the credit reference agency, TransUnion International UK Limited. You can contact them by calling 0330 024 7574 or by visiting transunion.co.uk, where you can also check your credit report.

If your finances aren’t where you want them to be, and you’re worried about making your repayments, or you’ve already slipped behind, we’re here to help you and find the support you need.  Whatever the reason, we'll help you find a solution that works for you. Call on 0330 027 1150*, 9am to 6pm, Monday to Saturday.

For free and impartial debt support, you can also contact:

• Money Helper: moneyhelper.org
• Citizens Advice Bureau: citizensadvice.org.uk
• Step Change: stepchange.org
• Debt Advice Foundation: debtadvicefoundation.org
• National Debt Line: nationaldebtline.org

If you think you’re going to miss a repayment or that your payment will be late, please call as soon as possible on 0330 027 1150*, 9am to 6pm, Monday to Saturday. There may be a charge for a late payment fee of £12 on any late or missed payments under your credit agreement.

Please be aware that missing payments could have serious consequences. You may have to repay what you owe early, and your credit records may be affected, making it harder or more expensive to borrow in future. It could also result in legal action to recover what you owe. So, we can try and help you avoid this, if you think you will have any problems repaying your loan, please get in touch as soon as possible.

If you have any issues, there are a couple of ways you can contact us:

• Call on 0330 027 1150*, 9am to 6pm, Monday to Saturday
• Email us at complaints@ee-finance.co.uk

Can I see the information you hold on me?
Glow is the controller of the personal information you provide when you apply for an EE Finance loan. You'll find details about how your personal information is held and processed, as well as how to exercise your rights, in Glow's Privacy Policy. For details on what personal information we share with Glow for the purpose of your EE Finance application, how we use your personal information in relation to the services it provides, and how to exercise your rights, please see our privacy notice.