EE Finance: 3, 6, or 9-month loans

EE have partnered with Glow Financial Services Limited (Glow) to provide finance of eligible goods including any related delivery charges, if any (the “Financed Goods”), with loans over 3, 6 or 9 months interest free. Loans with 0% interest for 12 months or less are not regulated by the Financial Conduct Authority.

To find out more about EE Finance, visit ee-finance.co.uk, where you can log into EE Finance Portal to find information on details of your loan, payment dates, and making extra payments.

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 3, 6, or 9 months.

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

To be eligible, you must:

• have been a UK resident for three years or more
• be 18 years old or above
• have a debit or credit card for your upfront payment and a UK bank account for the recurring payments 

About credit checks

Loan: 3 payments

Glow may do a soft credit check if you want to spread the cost across 3 payments.  A soft credit check looks at a limited amount of information on your credit report. Soft credit checks aren't visible to other companies and don't affect your credit score.

Loan: 6 payments or more

Glow, acting as lender, will inform you if they need to do a hard credit check if you want to spread the cost over 6 payments or more. This check is a complete search of your credit report to see how well you've managed your payment commitments in the past. Other lenders can see that a hard credit check has 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. 

For payments over 3, 6 or 9 months you’ll make recurring card payments. The first payment will be when you buy the items and then payments every month for however long you chose to pay.

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 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).

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.