Top questions from our full list of FAQs ⬇️

• Protect yourself against fraud ⚠️

  Fraudsters may try to get money or personal information from you by pretending to be a reputable financial services company. Don’t fall for their tricks. You can also read the government’s “Take Five to stop fraud” advice protection here: https://www.takefive-stopfraud.org.uk/.

  • Abound will not ask you for a “loan fee” to be paid upfront. If you’re asked for a loan fee by someone claiming to be from Abound, don’t pay it and contact Abound directly using the the details on this page.
    
    
  • Our applications are completed securely online meaning we do not accept telephone applications. If someone claiming to be from Abound contacts you about an application you can’t remember making, you should contact us directly to verify that it is genuine.
    
    
  • Fraudsters may make contact with you via email, telephone or text messages. Their messages may appear to be very plausible. If you have any doubt that the message is from Abound, please contact us directly.
    
    
  • Be aware of crypto currency and investment scams on social media. If it sounds too good to be true, IT USUALLY IS! Fraudsters often place ads on social media offering huge returns if you send them a deposit, in most cases asking you to take a loan out to fund the payment. The fraudsters then take the funds, and you are left to pay the loan. We do NOT allow applications to be submitted through any type of social media. If you're speaking to someone on social media pretending to be from Abound, end the chat and contact your bank immediately if you've shared any personal financial information.
    
  • Always check the senders email address, all of our emails are sent from contact@getabound.com or contact@fintern.ai depending on which brand your loan is with.
    
    
  • You can contact us directly via web chat here, by email at contact@getabound.com or by calling us on 0203 443 8881. Our opening hours are 9am to 5pm from Monday to Friday. As we offer SMS support, you may also receive messages from 07380337067. If you're speaking with someone whose details do not match the details provided above, end the contact immediately. 

   

• Why is the interest rate on my borrow more loan different to the interest rate on my previous loan? 📉

  The interest rate and the APR on your new loan may be different to the interest rate and APR on your existing loan. We've applied a blended interest rate between the interest rate on your previous loan and the current level of our representative APR.  The new interest rate applies to the whole of your new loan balance including the amount used to repay the balance of your existing loan as well as the Top Up Amount.

• What should I do if I am experiencing financial difficulties? 😟

  Life doesn't always run smoothly and many people experience financial difficulty at some point. At Abound, we're committed to the highest standards of responsible and affordable lending. It's important to tell us if you're struggling before you miss a payment so we can offer the right support.
  
  How can you help me?

  It depends on your personal circumstances, the current status of your loan and how much you can afford to pay. One of our dedicated Customer Care Specialists will guide you through the relevant steps and tailor a plan just for you. 
  
  Please be aware that not all options may be available to you and any plan that we arrange will be tailored to your specific circumstances. Ultimately, we as the lender, will make the final decision after speaking to you. Whilst we do endeavour to support our customers through financial difficulty there is a risk that missing or partial payments could result in your loan being defaulted, or your credit file impacted. 
  
  Struggling to talk about it?

  We know it's not easy admitting that you might need some help, or that you might be struggling with your finances but at least 70% of the UK population finds themselves in Financial Difficulty at one point in their lifetime.
  
  We're on hand to help you work things out and always happy to discuss your situation in a way that suits you. Just let us know if you'd prefer to chat, call or email and we'll do our best to communicate with you through your chosen method. There are some circumstances where we may need to call but we'll let you know in advance if that's the case.
  
  What happens if I don't do anything about it?

  Don't bury your head in the sand, missed payments can result in you incurring late fees and accruing additional arrears interest. 
  
  If you miss a payment we'll attempt to contact you via phone, SMS, email or letter. If we're unable to reach you then your account may be passed to a debt collection agency, and in some cases we may also arrange a home visit to attempt to reconnect with you. If we're still unable to reach you then we may need to explore other options, such as legal action.
  
  It's really important to speak to us as early as possible. Missing payments can also have a huge impact on your credit file, which could make it harder and more expensive to obtain credit.
  
  This page explains what to do if you are concerned about your financial circumstances, what help you can expect from Abound and who you can contact for advice.
  
  If you're experiencing financial difficulty, please contact our Customer Care Team on 01271 444027.
  
  Help button to start a chat ⬇️
  
  
  
  

• What happens if I can't make my repayments? 😓

  As soon as you think you may not be able to pay back your loan, you should get in touch with our Customer Care Team to discuss your situation. You can book in a call or live chat with our Customer Care Team here. 
  
  If you're facing financial difficulty please tap here for more information

• How can I make my repayments? 💳

  
  We will collect your repayments via Continuous Payment Authority (CPA). A CPA authorises us to collect funds from your bank account using your debit card details (the long card number, expiry date & security code from the back). You can use any Visa or Mastercard that is registered to a UK bank.
  
  At the moment we're unable to collect payments via direct debit. If your debit card is lost, stolen or expired you'll need to add your new card to your account by tapping 'Manage my cards and accounts'.
  
  If you'd like to make additional payments you can do this by tapping ' Pay next instalment' or 'Pay a lump sum' whilst logged into your account. Tapping 'Pay a lump sum' will reduce your overall balance and your next payment date will remain unchanged. If you tap 'Pay next instalment' your balance will be reduced and your next payment date will be changed to the following month. Once you've used the 'Pay next instalment' option you'll see your new repayment date on the home screen. 
  
  If you're experiencing Financial Difficulty and would like to speak to a member of the team. Please call our Customer Care Team on 01271 444027. We're open Monday - Friday, 9am - 5pm. 
  
  Please note, we're unable to setup a repayment card via email, phone or chat. If you'd like to add a new card to your account this must be done securely using our website. If you have more than 1 card added to your account you can tap the card you'd like to use for repayments moving forward by selecting 'Make this my primary card'. 

• How long does it take to get a loan decision? ✅

  You can check the status of your application by logging into your account here. LOG IN
  
  It may take up to two working days to receive a decision on your loan application. A member of the team will contact you if we need any further information so keep an eye on your email inbox. Sometime these emails may end up in your junk/spam box so keep an eye on those too!
  
  *Please note* If your application is under review our Customer Service team will not be able to provide any additional information. Your account is directly linked to your application so as soon as your application is processed you'll be notified.
  
  Taking longer than 2 days to receive a response?

  In some cases it can take up to 5 working days to receive a response depending on the information required by the underwriting team. If you've not had a response and your application is older than two days please log into your account first to check the status before contacting us.

• What fees and charges will you have to pay? 🧾

  
  Loan Actions & Missed Payments
  The amount of each charge applicable to your proposed agreement is shown in the Pre-Contract Credit Information and in the credit agreement. You may have to pay the following types of credit charges and fees:

  • if you request to reduce your monthly repayments then a £30 charge is applicable. We do not charge you to increase your monthly instalment.
  • default charges are £12 per late payment. If your scheduled repayment fails you'll receive an SMS to let you know. If you make your payment within 7 days the late fee will automatically be refunded.

  Your Loan Fee

  Your loan includes a loan fee, also known as an arrangement fee, which is a charge for using our service.
  
  You don't need to pay the loan fee upfront - it’s added to your loan balance and paid via your regular monthly repayments and will accrue interest.
  
  

  Please note that the loan fee is non-refundable if you pay off your loan early, unless you choose to exercise your right to withdraw from your credit agreement within 14 days.
  
  Fraud & Scams
  
  We're aware that there are scams attempting to use the Abound brand to trick customers into sending over money in order to be approved for a loan. Please note, Abound will never ask you to pay to get your loan, or to be approved.