FAQs

How can I contact you?
Phone
You can call our customer services team on: 0800 028 9321

You may get free calls to this number as part of your call or mobile phone package. Please check with your phone provider.

For payments and customer service our lines are open:
Monday to Thursday 8am to 6pm
Friday 8am to 5pm
Saturday 10am to 4pm

You can call our applications team on: 0800 028 9321

For any questions on new applications our lines are open:
Monday to Friday 9am to 8pm
Saturday 10am to 4pm Sunday 11am to 4pm

Email
Please email us at: hello.uk@etika.com

Our team will respond to your queries in working hours – Monday to Friday from 9am to 5pm

Post
If you need to write to us, please send letters to:
Customer Services
etika
WeWork, No.1 Spinningfields
Quay Street, Manchester, M3 3JE

Please quote your full name and address and your 12 digit account number on all correspondence.
Can I cancel the agreement after I’ve signed it?
Of course, you’ve got 14 days to cancel the credit agreement if you change your mind. However, please be aware that after that, you’ll be bound by the terms of your credit agreement.

If you’d still like to make the purchase and you applied for finance for goods or services, please contact the retailer you purchased the goods from and pay for the order via an alternative method. Your credit agreement will be cancelled, and your money will be refunded.
How does it work?
We help you buy the things you love or need, with fast, affordable and easy to understand credit. We provide secure and fast online loans, free of hidden costs. No need to sweat the small print.

Sign up in minutes, with manageable payments over the timeframe you choose, giving you control over your budget. You can either sign up through one of our online merchants at check-out, in-store, or on our website.

Before making a purchase with etika, it’s important that you consider your financial commitments and make sure that you can afford this purchase.
How do I make a complaint?
etika aims to offer a fair and supportive service and we take complaints very seriously. If you have a complaint, then we’d like to hear from you so we can help you. If something’s gone wrong, we’ll do everything we can to try and put things right.

Our complaints procedure helps to ensure that any complaint is dealt with promptly, efficiently, courteously and fairly.

How to tell us about a problem:
By phone: 0800 028 9321

By email: hello.uk@etika.com

In writing:
Complaints Team
etika
WeWork, No 1 Spinningfields
Quay Street
Manchester
M3 3JE

To make sure we have all the information to investigate your complaint please provide:
  • Your contact details;
  • Your account number;
  • A summary of your complaint, and;
  • What you’d like us to do to put things right.
Verbal Complaints
etika accepts all forms of complaints, including complaints raised verbally over the telephone. When we receive a verbal complaint, we will attempt to resolve it as quickly as possible. If resolved by the third business day, we will issue you with a written summary resolution. If we are unable to satisfy your complaint verbally, it will be escalated to the Complaints Team as a written complaint to investigate further.

Written Complaints
Upon receiving a written complaint, the complaints team will establish the nature and scope of a complaint to first understand whether the business is solely or jointly responsible for the alleged matter(s). If your complaint is relating to the goods and/or services from one of our Retail Partners, or if your complaint refers to the service provided by one of our third-party suppliers, then we will notify them promptly of their responsibility to deal with the complaint.

If etika is responsible for dealing with your complaint, it will be investigated competently, diligently and impartially, obtaining additional information as necessary. Any additional information required can be obtained via telephone, email or any other appropriate means of communication before the process can begin and the initial response letter is sent.

On receipt of your complaint we will:
  • Acknowledge your complaint within three (3) business days.
  • Provide you with an update at around twenty (20) days if we’ve been unable to resolve it.
  • Issue our final response within eight (8) weeks (if we’re unable to resolve your complaint within this time we’ll write to you and we may ask for more time).
‍If we’ve not been able to resolve your complaint satisfactorily or within 8 weeks, then you can contact the Financial Ombudsman Service, but you must do this within 6 months from the date of our final response.

The Financial Ombudsman is an independent organisation that aim to resolve disputes between consumers and financial institutions. Their service is free of charge to consumers.

You can contact them at:
Financial Ombudsman
Exchange Tower
London
E14 9SR

www.financial-ombudsman.org.uk

0800 023 4567 (Lines open Mon to Fri– 8am to 8pm Sat – 9am to 1pm)
I have missed a payment – what happens now?
The important thing is not to worry!

If you’ve missed a monthly payment, the quickest way to make a payment is to log into your online account. A link for this can be found here: https://account.uk.etika.com

If you’d rather make the payment over the phone, please call us on 0800 028 9321 and select option 1.

It’s also important that we make you aware of some of the consequences of not making your agreed payments. If you underpay or miss any payment due under the credit agreement, you will be in default on the agreement and:
  • You may end up paying more overall
  • We may register your details with credit reference agencies
  • You may find it more difficult to obtain credit in the future
Can I view my loan or make a payment online?
Yes of course. Simply log into your account at any time via https://account.uk.etika.com and you’ll be able to view your loan agreement and make any necessary payments.

If you’re struggling to login or have any other questions, then please give us a call on 0800 028 9321 and we can assist further.
Can I apply for finance?
To be considered for finance you must meet the following criteria:
  • Be over 18 years of age;
  • Be employed at least 16 hours per week or retired and in receipt of a private or company pension;
  • Be a permanent UK resident with 3 years UK address history;
  • Have a good credit history with no late payments, debt relief orders, CCJs, IVAs or bankruptcies
  • Have a valid email address that you can access.
Can I change my payment date?
Yes you can. Please call us on 0800 028 9321 and we can arrange this for you.

For payments and customer service our lines are open:
Monday to Thursday 8am to 6pm
Friday 8am to 5pm
Saturday 10am to 2pm
How do I apply?
Applying for finance with etika couldn’t be easier. There are no paper forms to fill in or sign. The online application takes just a few minutes to complete and once submitted, you will receive an instant decision. Our smart lending technology also means we know how much you can afford to borrow. We consider more than just your credit history, which means we give you the greatest chance of being accepted.

etika is currently only available through selected retailers, so if you’re shopping with one of them, once you’ve selected your goods or service, simply choose etika as your payment method and follow the instructions.
What should I do if I think I’m going to miss a payment?
The best thing to do is to talk to us. Please get in touch as soon as you think you might not be able to make your monthly payment.

You can call us on 0800 028 9321.
How is interest charged on my loan?
The amount of interest will depend on the type of loan. For example, some loans with certain retailers are interest-free and we do not charge any interest on them.

If interest applies to your loan, then the interest rate is fixed for the life of the loan.  Interest is calculated on a daily basis from the date the loan is made to you. Interest will be charged during the first month and spread over the remaining repayments of your loan.
 Will my monthly payments ever change?
No, your repayments are fixed for the duration of your loan.
How long can I take out a loan for?
The length of the loan will depend on the retailer you are buying your item(s) from. Typically, loans are available between 1 and 4 years.
How much can I borrow?
The amount you can borrow will vary depending on your individual credit score. Typically, our loans range from £300 to £5,000.
What is APR?
APR stands for Annual Percentage Rate.  This shows how much you will be charged for borrowing in an average year, over the period of your loan.
Can I apply again if I am declined?
Not immediately, no. Your circumstances can change over any given period and we’ll be pleased to consider a new application from you after 90 days has passed. However, if your circumstances have not changed since your last application, it’s unlikely that our decision will change.
Why am I eligible for some loans but not all?
You may have noticed that a few of the loans listed in the results say, ‘Not Eligible’ or ‘Not Rated’. By looking at your credit history, how much you want to borrow and our eligibility criteria, a likelihood score is generated.

We think it’s responsible to tell you how likely you are to be approved before you apply.  By working with a credit reference agency, we do a pre-application check of your credit record, called a soft search.

You’ll be able to see the search on your credit file, but it won’t show up to other organisations. This means there is no impact on your credit rating and ability to borrow money.
Can I pay off my loan early?
Yes, you can. You have the right to repay the amount borrowed early under section 94 of the Consumer Credit Agreement 1974 at any time in part or in full. If you wish to do so, simply visit your online account at https://account.uk.etika.com

Alternatively, you can send an email to hello.uk@etika.com
Will I be credit checked?
As a fair and responsible lender, we undertake affordability and credit checks to help us assess if you can manage the financial commitment.

When you apply, we will ask your permission to approach a credit reference agency (CRA) for a complete search of your credit report, referred to as a ‘hard credit check’.  We use this data together with details you provide and information we may hold to assess your application.

Each hard check is recorded on your report, so any organisation searching it will be able to see that you’ve applied for credit.

If you want to check your eligibility, we work with a credit reference agency (CRA) to do a pre-application check of your credit record, called a soft search.

You’ll be able to see the search on your credit file, but it won’t show up to other organisations. This means there is no impact to your credit rating and ability to borrow money.
Why has my application been declined?
We assess an individuals suitability for finance based on information received from the credit reference agency and applying our own business criteria to determine your ability to make monthly loan payments. If you'd like to see a copy of your credit report you can obtain one from:

Transunion,
Consumer Service Team,
PO Box 49, Leeds
LS3 1WZ

https://www.transunion.co.uk/consumer/credit-report-help
Telephone: 0330 024 7574
I’m having difficulty making my payments, what should I do?
If you’re worried about making your payments to us or have already missed a payment, it is important you contact us as soon as possible. Our trained specialists are here to help and we will do everything we can to support your financial problems.
Where can I get advice on managing my money?
Our specialist advisors are on hand to help with any problems you may be having. Please contact us on 0800 028 9321 to discuss your account.

There are also a number of ‘not for profit’ organisations who may be able to help you:
How can I change my details?
Easy. Simply log in to your account at https://account.uk.etika.com and select ‘Settings’ to update your email address and password, or select ‘Profile’ to update your contact or address details.
Can a third-party discuss my account on my behalf?
Yes. However, you will need to contact us first to appoint and approve a third-party to discuss your account.
Is my information secure?
Yes, your information is extremely secure. As experts in online payments, we ensure our security measures meet or exceed industry standards and we are constantly monitoring new developments to ensure our systems evolve as required. We also test our systems regularly to make sure our security mechanisms are up to date. We believe in cautious yet confident interaction with technology and immediately respond to potential and actual incidents if they occur.
Can I return the goods?
If you’d like to return your item(s), please contact the retailer to discuss their returns policy. Where a refund is agreed with the retailer, the retailer will notify us and we will refund all fees relating to your loan within 7 days.
I haven’t received my order, what do I do?
In the rare instance that you don’t receive your order, please contact the retailer you bought from directly.
When will I receive my goods?
When you e-sign your credit agreement we immediately authorise the retailer to process your order and your goods will be dispatched, or services delivered in accordance with the retailer’s delivery policy. If you’re worried or concerned that you haven’t received them, then please contact the retailer directly.
I’ve forgotten my password, what do I do?
Don’t worry, it happens to the best of us. Please use the 'Forgotten Password' link on the log in page.
I've made a payment but it’s not showing on my account – why?
Please allow up to 4 working days from the payment date for your account to be updated. If it’s still not showing after that then please give us a call on  0800 028 9321.
How can I find out my loan balance?
Simply log in to your account at https://account.uk.etika.com and you’ll be able to view your statement, including your repayments history and outstanding loan balance.
How do I set up or change a Direct Debit?
Please contact us on 0800 028 9321 and we can help you further.
Who or what is etika?
etika exists to deliver fair and flexible financial products, in a socially responsible way, to customers and retailers.

etika is a trading name of etika Finance UK Ltd, a company authorised and regulated by the Financial Conduct Authority under registration number 697658. etika Finance UK Ltd is a UK registered company, registration number 7440512 with registered offices at WeWork No.1 Spinningfields, Quay Street, Manchester, England, M3 3JE.
My application was unsuccessful but you've still debited a deposit from my account. Will this be returned?
Yes, any deposit request is held in a pending status with your bank whilst we review your application. As your application has been unsuccessful we have notified your bank, asking them to release the funds back to your available balance.

This can take around 3 to 5 working days depending on your bank.
My Vitality agreement shows a 3 month payment holiday at the start, why?
As monthly payments with Vitality are dependent on how many Vitality activity points you earn each month, you will start with a “payment holiday” from the date you purchased your Apple Watch/Amazon Prime until the end of one full calendar month.

In the second calendar month, you’ll start earning Vitality activity points towards your first payment.

Your first Direct Debit payment will then be taken at the end of the third calendar month.

Here’s an illustrative example:

15th April – order your Apple Watch
Rest of April plus May – payment holiday
June – first month earning Vitality activity points
1st August – first Direct Debit payment

Please visit Vitality's FAQ's for further help
I've received an alert from a credit reference agency as part of my application, is this normal?
Yes this is perfectly normal. As a fair and responsible lender, we undertake affordability and credit checks to help us assess if you can manage the financial commitment. This may cause an alert if you have signed up to  track your credit report

If you'd like to see a copy of your credit report you can obtain one from:‍

Transunion,
Consumer Service Team,
PO Box 49,
Leeds LS3 1WZ‍

https://www.transunion.co.uk/consumer/credit-report-help

Telephone: 0330 024 7574
My Vitality Apple Watch contributions are incorrect, who should I speak to?
All contributions are managed by Vitality. Please visit Vitality's Apple Watch support guides for further information

Still need help?

Feel free to get in touch with us.

Get in touch

Have a question?

If you'd like to contact etika, please call 0800 028 9321 or email us.

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