EE Finance: 12, 24, 36 or 48-month loans

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're 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 eefinance.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 dependents, 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.

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

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.

The website is where you can find all the loan documents for your loan, see your loan balance, and find out when payments are due. You can also log into the portal to make additional or catch-up repayments or settle your loan early in full.

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 change your mind, you’ll have 14 days to cancel your loan agreement from the date Glow has confirmed your loan in writing, or (if later) the date you receive the goods from EE. 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 https://ee.co.uk/help/orders/how-to-return-a-product-bought-within-the-last-14-days.  Alternatively, you can call on 0800 079 0323.

Terms and conditions apply. In certain cases, you may need to sign a new loan agreement before we process a replacement.

You have the right to withdraw from your loan agreement, without giving any reason, before the end of 14 days (the “Cooling-Off period”) starting from the day after our email confirmation informing you that Glow has activated your credit agreement.

For loan terms of 12 months or longer, Glow activates your loan agreement when EE informs them that all Finance Goods have been delivered to you. 

Your right to withdraw from the loan agreement doesn’t affect your agreement for the purchase of the Finance Goods.

If you withdraw from the loan agreement before the end of the 14-day “cooling-off period” and you wish to keep the Equipment purchased, you’ll need to pay the balance outstanding on your account within 30 days from the date you tell us that you wish to withdraw.

Glow won’t charge you any fee or interest payment for repaying the outstanding balance early.

You need to notify Glow of your intention to withdraw by submitting a request through the EE Finance portal or calling on 0330 027 1150, 9am – 6pm, Monday to Saturday, or return your goods to the where you bought them, giving details of your credit agreement.

You may also return the Financed Equipment, in the condition outlined by EE in accordance with the EE terms of sale. If you cancel your purchase with EE and return the Financed Equipment, your loan agreement will automatically be cancelled. EE will notify Glow of the items you have returned.

EE will pay Glow the refund for your returned items.  Glow will then update your loan balance and will also confirm to you via email if they’ll be sending you a refund back to your initial payment method (i.e. credit/debit card).

If you don’t exercise your rights to withdraw or to return your equipment, the loan agreement remains in full force and effect, and you’ll be bound by its terms and conditions.

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, Glow is here to help you and find the support you need.  Whatever the reason, they'll help you find a solution that works for you. Call 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 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.

If you think you will have any problems repaying your loan, please get in touch as soon as possible.

Glow aims to always provide the highest level of service to our customers. If your complaint is regarding your product, order or delivery then call EE Marketplace on 0800 079 0062.

If your complaint is regarding your loan application or agreement with EE Finance and you feel we’ve failed to meet your expectations, please submit your complaint by filling out this form on the EE Finance Portal. Complete the form, select the 'Complaint' option, and specify your complaint reason. Please provide us with as much information as possible and attach any relevant evidence that may assist us in investigating your case. 

As soon as we receive your complaint:

We’ll investigate the issue raised and try to resolve the matter as soon as we can.

We’ll keep you updated on our progress by email.

We try to resolve any concerns you raise with us, but if you’re not satisfied with the outcome, or you haven’t received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service:

• Online at financial-ombudsman.org.uk 
• by email to complaint.info@financial-ombudsman.org.uk
• by phone on 0800 023 4567

To process your loan application, Glow will obtain and process your personal data. They will also perform a credit search with their Credit Reference Agency to obtain data about your credit history to help them make their lending decision.

For more information about how Glow will process your personal data, see the EE Finance privacy policy.