EE Finance: 3, 6, or 9 interest-free payments

EE has partnered with Glow Financial Services Limited (Glow) to provide finance of eligible goods, including any related delivery charges, if any (the “Financed Goods”).

Loans with 0% interest for 12 months or less are not regulated by the Financial Conduct Authority.

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 valid UK debit or credit card for your first repayment and all future recurring payments

What sort of credit check will there be?

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 do not 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. 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. 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, and where you can make additional or catch-up repayments, or settle your loan early.

Contacting EE Finance
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 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. 

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 Equipment, 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).

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.
• Please note; if your loan was 0% interest and 12 months or less, you will not be able to refer your complaint to the Financial Ombudsman Service.

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.