How EE Finance works

EE Finance lets you spread the cost of eligible products over a repayment term that works for you. Depending on the product you're buying, you can choose a loan term from 3 to 48 months and manage your agreement online through the EE Finance Customer Portal.

What is EE Finance?

EE has partnered with Glow Financial Services Limited (Glow) to provide finance for eligible products and any related delivery charges.

EE Finance is a fixed-term loan that allows you to spread the cost of eligible purchases.

Depending on the product, you may be able to repay over 3 to 48 months:

  • 3 to 9 months - Available for purchases of £99 or higher. Interest free monthly repayments with no upfront payment.
  • 12 to 48 months - Available for purchases of £250 or higher. Monthly repayments with an upfront cost. Interest may apply.

EE acts as a credit broker and Glow acts as the lender. If your application is approved, Glow pays EE for your purchase and you repay Glow over the agreed term.

The money isn't paid into your bank account and can only be used to purchase eligible products.

Need to know

Looking to spread the cost of a phone alongside your EE plan?

Flex Pay is a separate device credit agreement that lets you choose an upfront payment and spread the remaining device cost over an agreed term.

Unlike EE Finance, Flex Pay is linked to your EE mobile plan and has separate payments for your device and plan.

Find out more about Flex Pay.

Applying for EE Finance

EE Finance is available during checkout on selected products.

The repayment options available to you will depend on what's in your basket.

 

Eligibility

To apply, you'll need to:

  • be 18 or over
  • have lived in the UK for at least 3 years
  • have a UK bank or building society account if you're paying by Direct Debit
  • have a debit or credit card for any upfront payment and recurring card payments

 

Credit checks

Glow will assess your application and review your ability to make the repayments.

As part of the process, a hard credit check may be done. You'll be told before it's done.

A hard credit check will appear on your credit file and may be visible to other lenders. Making multiple credit applications over a short period may affect your credit score.

If your application isn't successful, it may be because:

  • you don't meet the lending criteria
  • the repayments aren't considered affordable
  • your credit history doesn't meet the required criteria

Glow uses information provided by TransUnion as part of its lending assessment.

 

Interest rates and APR

The annual percentage rate (APR) available to you will be shown before you accept your loan agreement.

The loan amount, APR and any finance offered are based on your individual circumstances and credit assessment.

Understanding your repayments

When you use EE Finance:
  • you'll make an upfront payment, typically between 10% and 50% of the purchase price
  • repayments are collected by Direct Debit.
  • your first repayment is taken around 1 month after you've received all your items and your loan has been activated
  • you'll receive confirmation of your loan activation, Direct Debit and first repayment date by email.

 

Changing your payment date

Once repayments have started, you can request a different payment date. This won't affect your monthly repayment amount or the length of your loan.

 

Making extra payments

You can make additional payments towards your loan at any time.

There are no charges for:

  • overpayments
  • catch-up payments
  • settling your loan early

You can manage these through the EE Finance Customer Portal.

 

Taking out another loan

Existing EE Finance loans can't be increased.

If you'd like to buy another product using EE Finance, you'll need to submit a new application.

Any new application will be assessed separately and may have a different APR.

Managing your loan

Using the EE Finance Customer Portal

Once your purchase is complete, you'll receive a welcome email explaining how to register for the EE Finance Customer Portal.

The portal allows you to:

  • view your loan documents
  • check your balance
  • see previous and upcoming repayments
  • make additional payments
  • make catch-up payments
  • settle your loan early

Find out more about managing your account in the EE Finance customer portal.

 

Returning or replacing products

If you'd like to return a product purchased using EE Finance, you can start the process:

In some circumstances, you may need to sign a new loan agreement before a replacement product can be provided.

If you cancel your purchase and return the financed goods in line with EE's returns policy, the loan agreement will be cancelled automatically.

If your circumstances change

Withdrawing from your loan agreement

You have the right to withdraw from your loan agreement within 14 days of receiving confirmation that your loan has been activated.

Withdrawing from your loan agreement doesn't automatically cancel your purchase. If you'd like to keep your item, you'll need to repay the outstanding loan balance within 30 days of telling us you'd like to withdraw.

Glow won't charge any fees or interest for repaying the balance early.

 

How to withdraw

To withdraw from your loan agreement, you can:

  • submitting a request to EE Finance
  • call EE Finance on 0330 027 1150, Monday to Saturday, 9am to 6pm
  • return your item to the original point of sale and provide details of your loan agreement

If you return your item within EE's returns policy, as outlined in the EE terms of sale, your loan agreement will be cancelled automatically. EE will let Glow know that the item has been returned.

If any refund is due, Glow will update your loan balance and confirm whether a refund will be made to your original payment method.

If you don't withdraw from the loan agreement or return the item within the relevant timeframes, the loan agreement will remain in place and you'll continue to be bound by its terms and conditions.

 

Payment difficulties

If you're worried about making your repayments, contact Glow as soon as possible.

Getting help early may prevent further problems and helps Glow understand what support may be available.

Missing repayments could:

  • affect your credit record
  • make it harder to borrow in the future
  • result in additional charges
  • lead to recovery action under the loan agreement

If you need independent debt advice, support is available from organisations such as:

Help and complaints

Contacting EE Finance

If you need help with your loan, you can:

  • submit an online request
  • call 0330 027 1150, Monday to Saturday, 9am to 6pm

 

Making a complaint

For complaints about a product, order or delivery, contact EE.

For complaints about your EE Finance loan application or agreement, contact Glow directly.

If you're unhappy with the outcome of your complaint, or haven't received a resolution within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service.

 

Your personal data

To assess your application, Glow will process your personal information and carry out credit reference checks where required.

Find out more in the EE Finance privacy policy

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