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

EE Finance is available to you during checkout when buying certain products. Depending on what’s in your basket, you’ll be able to choose to pay over 12, 24, 36, or 48 months.

For loans of 12 or more months, there’s an upfront payment (you choose how much, from 10% to 50% of the purchase price, unless otherwise stated).  

EE Limited is authorised and regulated by the Financial Conduct Authority (reference number 715183) and acts as a credit broker. EE Finance is provided by Glow, which is authorised and regulated by the Financial Conduct Authority (reference number 751308).

No money will be credited to your bank account. Instead, Glow pays us for what you buy. 

To be eligible you must:

• have been a UK resident for 3 years or more
• be 18 years old or over
• have a UK bank or building society account if paying by Direct Debit
• have a debit or credit card for your upfront payment

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 will be displayed.

Glow, acting as lender, will inform you before they do a hard credit check. This check is a complete search of your credit report to see how well you've managed your payment commitments in the past. The hard credit check will show on your credit report held by the Credit Reference Agency, and other lenders can see that it’s been done.  

Too many hard credit checks over a short period of time can affect your credit score. It may suggest that you’re in financial difficulties and make it harder for you to get credit.

You’ll receive confirmation of your payment details in your welcome email from EE Finance, and they’re always available in the EE Finance Customer Portal. 

Your first repayment will be taken one month after the date you receive all your items, and your EE Finance loan is activated. You’ll receive an email from Glow confirming your loan activation as well as a separate confirmation of your Direct Debit. Your Direct Debit confirmation will include your first payment amount and date. 

Once your first Direct Debit 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, and you won’t be charged any early settlement fees if you wish to repay your loan in full or make any overpayments. You can 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 circumstances and a new credit assessment.

You’ll receive a welcome email once your purchase is completed. 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 is where you can find:

• all your loan documents
• your loan balance
• what payments are due and when
• where you can make additional or catch-up repayments
• or settle your loan early.

You can call the customer services team on 0330 027 1150, 9am to 6pm, Monday to Saturday, or submit a request online.

You can start the return process via the EE app on your mobile or through our online returns form.  Or, 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.

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.

Glow activates your loan agreement when EE informs them that all Financed Goods have been delivered to you. 

Your right to withdraw from the loan agreement doesn’t affect your agreement for the purchase of the Financed 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 or calling them on 0330 027 1150, 9am – 6pm, Monday to Saturday, or return your goods to the original point of sale, giving details of your credit agreement.

You may also return the Financed Goods, 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 Goods, your loan agreement will automatically be cancelled.

EE will notify Glow of the items you have returned.

Glow will 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 or 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 for support 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 to Glow. Please give us as much information as possible and attach any evidence that may assist in investigating your case. 

• As soon as Glow receive your complaint, they investigate the issue raised and try to resolve the matter as soon as they can.
• Glow will keep you updated on the progress by email.
• Glow try to resolve any concerns you raise, but if you’re not satisfied with the outcome, or you haven’t received a reply within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service whose details are below:

Website: financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Call: 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.