Customer Support

Here you will find answers to the most common questions about PayBreak’s afforditNOW finance. Please scroll down to the relevant section.

If you can’t find the answer you’re looking for below, then please contact us with your questions by email.

About afforditNOW
afforditNOW offers you a flexible way to pay for goods and services via a secure, online loan facility. Click here for more information.
Applying for afforditNOW
For your finance application to be considered you must meet the following criteria:

    • Be over 18 years of age;
    • Be employed at least 16 hours per week;
    • Be a permanent UK resident and be able to supply a UK address history for the last 3 years;
    • Have a good credit history with no late payments, debt relief orders, CCJ’s, IVA’s or bankruptcies.

We welcome applications from retired individuals, in receipt of a private or company pension (aged 50 or over at date of application).

Applying for afforditNOW finance couldn’t be easier. There are no paper forms to fill in or sign. Once you’ve selected your goods, simply choose afforditNOW at the checkout.
The online application takes just a few minutes to complete and once submitted you will receive an instant decision. For further details visit How it Works
As a 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) to see if it has any information about you and we use this data together with details you provide and information we may hold to assess your application.
You have 14 days to cancel the credit agreement if you change your mind.
All you have to do is contact the retailer you purchased the goods from and pay for the order via some alternative means. Your credit agreement will be cancelled and your money will be refunded.
We ascertain an individual’s suitability for finance by using information we receive from the credit reference agency and applying our own business criteria to determine your ability to make the monthly loan payments.
No. afforditNOW finance is only available to buy goods or services from selected retailers.
Payment queries
Monthly payments will be agreed and must be paid using a Direct Debit from your personal bank account.
If you have any problems with your direct debit or need to amend an existing one, please contact us.
You can make additional payments by card or bank transfer at any time.
You can settle your loan at any time. Please contact us for a settlement figure.
The payment date is fixed and cannot be amended once you have selected your preferred first payment date.
No, When you apply and submit your card details, we check to see if the funds are available and will only request payment if your application is approved.  Your card issuer may reserve the funds  for us until a decision is made on your loan application.
If your application is unsuccessful, we notify your card issuer of the outcome shortly afterwards and they will remove the reserve they may have placed on funds.
We may apply late payments fees if you miss a payment or your payment is late. This will also be noted with the Credit Reference Agencies.
Simply contact us to amend or set up a new direct debit.
Simply log in to your account and you can view your statement online, including your repayments history and outstanding loan balance.
Please allow 4 working days from the payment date for your account to be updated.
Your online account
This provides you with a secure dedicated online account that enables you to manage your loan. You can view your statement, including your loan details and payment history. You can also update your contact details instantly and securely.
Please contact us on 03333 444 224 and we will arrange for a new password to be set up.
Simply log in to your account and select ‘Settings’ to update your email address and password, or select ‘Profile’ to update your contact details.
Payment difficulties
If you don’t think you’ll be able to make a repayment 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 resolve your financial problems.
Our specialist advisors are on hand to help with any problems in maintaining payments on your loan. Please contact us on 03333 444 224 to discuss your options.

There are also a number of other ‘not for profit’ organisations who may be able to help you:

Purchase enquiries
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 call the retailer in the first instance.
Please contact the retailer directly.
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.
Keeping your details safe
As experts in online payment, we make secure transactions our business. Our security systems meet or exceed industry standards and we are constantly monitoring internet 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 immediate response to potential and actual incidents.
Email
We will never ask for personal details about you or your account via email including your password, payment details such as account number or sort code or card number.
Phone
If you do call us, we will ask you for information to confirm you are who you say you are. This is information you will have given us when you set up your account with PayBreak.
General enquiries
Call
You can call our customer services team on: 03333 444 224

Calls are charged at national rate from land lines. You may get free calls to this numbers as part of your call or mobile phone package. Please check with your phone provider.

Our lines are open Monday to Friday from 9am to 5pm.

Email
Please email us at: hello@paybreak.com

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

Write
If you need to write to us, please send letters to:

Customer Services
PayBreak Limited
Floor 1,
The Bloc,
Ashley Road,
Altrincham,
WA14 2DW

Please quote your full name and address and 12 your digit account number on all correspondence.

Yes. You will need to contact us first to appoint and approve a third party to discuss your account.
Simply log in to your account and select ‘Settings’ to update your email address and password, or select ‘Profile’ to update your contact or address details.

We take complaints seriously. If you have a complaint, then we would like to hear from you so we can  resolve your concerns.

Please email: complaints@paybreak.com or write to us at:

Customer Complaints
PayBreak Limited
Floor 1,
The Bloc,
Ashley Road,
Altrincham,
WA14 2DW

To make sure we have all the information to investigate your complaint please provide:

  • Your contact details, including a daytime phone number
  • Your account number
  • What your complaint is about
  • What you think should have happened

Upon receipt of your correspondence, we will contact you by telephone to see if we can resolve the issue straight away. If we are unable to do that by the end of the following working day, we will email or write to you with a complaint reference number.

We will send you a full response within four weeks of receiving your complaint. If we have been unable to resolve your complaint by then, we will send you a full written update of progress.

Within 8 weeks we will write you with our final response. If your complaint has not been resolved by this time we will explain why and may ask you for more time to complete our investigations.

If we have not been able to resolve your complaint satisfactorily or within 8 weeks, then you can contact the Financial Ombudsman Service within 6 months of our final response.

The Financial Ombudsman Service is an independent organisation who aim to resolve disputes between consumers and financial institutions. Their services are free of charge to consumers.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk