Help and FAQs

Please click here to contact us.

New Sales

Can I take out a new agreement?

Unfortunately, you will not be able to take out any further agreements.

Why have you stopped selling products and cash loans?

We have decided that we want to focus on our existing customers.

This means we have stopped selling products and cash loans on our website to both new and existing customers with immediate effect. 

If you are an existing customer this will not impact the service that PerfectHome provides you with as set out in your Hire Purchase Agreement. We will remain available to you, for all your service and insurance needs along with any other general enquiries that you may have, and you can continue to contact us via the website, live chat, email or telephone and we look forward to supporting you should you need to contact us for anything in the future.

Covid-19

I arranged a payment break earlier this year, will I need to pay extra interest on the deferred payments?

We understand the impact of COVID-19 for our customers and are happy to confirm that all payment breaks taken this year are interest free. If you are experiencing difficulties making a payment, please contact us on 0800 368 5384

 

Can I request a payment break?

If COVID-19 means your income has been affected and you can no longer keep up your repayments, you are entitled to ask for a payment deferral under guidance released by the FCA earlier this year.

Payment breaks are and always have been one of the forbearance tools our Customer Account Managers can discuss with you if you are struggling to make your monthly repayments and need to find an alternative payment arrangement until you get back on track.

We are here to help so please call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. It would be helpful if you can have details of your income, bills, other expenditure, and any other debts you may have to hand when you call.

For details of other organisations that may be able to provide advice please visit our Money Worries page.

I need help with my overall finances, but I don’t know where to go.

Free and impartial debt advice is available from not-for-profit debt advice bodies. You can locate these by visiting: https://www.moneyadviceservice.org.uk/en/tools/debt-advice-locator

For help with an action plan based on your own situation you may wish to look at the Money Advice Services Money Navigator Tool:  https://www.moneyadviceservice.org.uk/en/tools/money-navigator-tool

The FCA have a web page which provides consumer advice on dealing with financial difficulties during the pandemic: https://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus

If you are self-employed or require specialist advice, the Money Advice Service also has business debt advisors available to help. You can find more information here: https://www.moneyadviceservice.org.uk/en/tools/money-navigator-tool

You can find independent advice about how to prioritise your debts by visiting: https://www.moneyadviceservice.org.uk/en/articles/how-to-prioritise-your-debts

You can also find links to helpful websites on our money worries page: https://www.perfecthome.co.uk/money-worries

I have already had a payment break this year, but my circumstances haven’t improved, can you still help?

If COVID-19 means your income has been affected and you can no longer keep up your repayments, you are entitled to ask for a payment deferral under guidance released by the FCA earlier this year, even if you have already had one.

Payment breaks are and always have been one of the forbearance tools our Customer Account Managers can discuss with you if you are struggling to make your monthly repayments and need to find an alternative payment arrangement until you get back on track.

We are here to help, so please call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. It would be helpful if you can have details of your income, bills, other expenditure, and any other debts you may have to hand when you call.

For details of other organisations that may be able to provide advice please visit our Money Worries page.

My income has been affected or I’ve lost my income by the Covid-19 outbreak, what shall I do?

Call us and most importantly don’t panic. We can work with you to find an alternative payment arrangement or the required help you may need to support you through this period of instability.

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager, we may ask a few questions, but that’s only so we can assess the situation and give you the best outcome possible.

For details of other organisations that may be able to provide advice please visit our Money Worries page.

My item has broken, can you still repair this?

It depends on the item, we use respected leading industry experts to complete our repairs. Unfortunately, the timescales are out of our hands.

Appliance service repair partners are prioritising repair for essential items only.  This includes washing machines, fridge freezers, and cookers but not dishwashers.

Please note, if you’re self-isolating, then unfortunately you’ll need to wait until you are out of the period of self-isolation.

I usually make my payment with a PayPoint Card but I’m currently in isolation, how else can I pay?

You have various options in order to keep your account up to date within the safety of your home,

·        Continuous Payment Authority - You must use a debit card. We cannot accept payments from credit cards. The debit card must be registered to the delivery address. The debit card must be within its expiry date.

You can also pay by:

·        Calling our automated payment line on 0800 368 5384 and selecting option 3.

·        Clicking https://perfect-home.keyivr.com/ and using our Quick Pay service.

·        Online at your My Account.

We are also still fully operational if you would like to speak to one of our friendly agents regarding your account please call us on 0800 368 5384.

I’m waiting for an item to be collected from my property, will this still go ahead?

At present all scheduled collections will go ahead, we’ll always adhere to social distancing whilst completing a collection and would ask you to do the same. We will not rearrange any collection slots that are missed until further notice.

Delivery of Sofas, Dining and Bedroom Furniture, Mattresses & Garden Furniture

Delivery will be to your room of choice, and Sofas will be unpacked, but we cannot unpack or assemble any of the bedroom or dinning furniture. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.

Delivery of Televisions above 43" & Large Audio

Delivery will be to your room of choice and unpacked. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.

Delivery of Gaming, Computing, Phones, Tablets, 32" Televisions, Floorcare & Microwaves

Contact Free Delivery. DPD will take a picture of your property and capture a proof of delivery name instead of capturing your signature.

Delivery of Appliances

Delivery will be to your room of choice, but we will not unpack or install the item/s. This is because all installation services have been suspended. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.

Servicing of Sofas, Dining and Bedroom Furniture, Mattresses & Garden Furniture

All repairs, especially those which require replacement parts, may take longer than usual. We’re doing our best to work through all requests as quickly possible.

For any repairs done in your home, our service providers operating as normal within government guidance. Please note, if you’re self-isolating, then you’ll need to wait until you are out of the period of self-isolation before we can book repairs in your home.

Servicing of Televisions & Technology

We are still offering repairs on these items and we are taking extra precautions to keep you and our repair engineers safe. Due to these new guideline’s repairs may take slightly longer than usual. For all collections, DPD have introduced a new ‘Swap It’ process which eliminates contact and ensures social distancing. With the new process, our drivers will only touch the ‘Swap It’ packaging and you will only need to touch the items they are swapping and receiving.

Theft and Accidental Damage Cover

Why do I need Theft and Accidental Damage Cover?

Items bought as part of a hire purchase agreement remain the property of PerfectHome until the last payment is made, so it is important they are covered by adequate insurance.

For peace of mind PerfectHome offers optional Theft and Accidental Damage cover for all products for an additional low weekly price. However, you may not need our insurance if you already have home contents insurance. Please check that your policy covers hire purchase items and that it extends to the full value of the product you wish to buy from us.

Having adequate insurance is part of the terms and conditions of your agreement so if you do not have home contents insurance or your policy doesn't cover your item, we ask that you either insure the item through our Theft & Accidental Damage cover or take out cover with an alternative provider. Please also bear in mind that your home contents policy will have an excess, meaning that you will likely have to pay the first £100 or £200 of any damage. Our Theft & Accidental Damage cover has no such excess, so you do not have to make any contribution to repair or replacement costs.

What does my Theft and Accidental Damage Policy cover me for?

Subject to the policy exclusions and limitations, the policy covers you for the below:

  • Accidental Damage to the product
  • Theft of the product

Is there anything my Theft and Accidental Damage Policy doesn’t cover me for?

You should read the policy carefully to see what is and isn’t covered, but we have listed some exclusions below, which we think are important. This means that the policy will not cover you for:

  • Loss of the Goods Cosmetic damage Accessories (for example leads, remotes, earphones, plugs or chargers)
  • Damage caused by any animal chewing, scratching, tearing, fouling or urinating
  • Theft of the Goods from premises where no forcible or violent entry to or exit from the premises is evident
  • Cover for the same Accidental Damage of the Goods more than three times
  • Normal wear and tear, gradual deterioration, electrical or mechanical breakdown

Am I covered if the product is not at my home address?

The goods must be kept at your home address, except for portable goods which are covered whilst anywhere in the UK, providing they are in your personal possession, or in the locked boot of a locked vehicle.

What happens if I am in arrears and have my item stolen or damaged?

If you fail to make a payment for your Theft and Accidental Damage policy, we will suspend your policy and may cancel it. We will be unable to consider any claims which have arisen whilst your policy is suspended or cancelled. Please see your policy for further information.

How do I make a claim?

If you have a policy and need to make a claim you can contact our UK Based Customer Experience Centre:

All claims must be reported to us within 14 days of discovery. For theft, the incident needs to be reported to the police within 24hrs.

Can I cancel my insurance?

Yes - providing you have arranged alternative insurance to cover the item and provided us with a copy of your new policy.

Delivery

I am waiting for delivery; will I still get my product?

Yes. If you have made an application and been accepted, you will receive the item you have ordered. We will however contact you if the product is not in stock.

I’ve received part of my delivery but I’m waiting for the last items, will I receive it?

If you have only received part of your delivery, please ensure this has been logged with our Customer Experience Centre and a member of our team will investigate.  We will ensure that you receive the items you have ordered. We will however contact you if there are any reasons why this might not happen and discuss your options with you.

Will all my ordered items be delivered at the same time?

Where possible we will try and deliver items together however as we use a number of delivery partners we cannot guarantee this.

There may slight delays with some deliveries at the moment as our delivery partners are experiencing high volumes but we’re working hard to get your orders with you as soon as possible. 

 

I have recently received an item that has been damaged on delivery, will you still provide a replacement?

Please ensure any incidents of items delivered damaged have been logged with our Customer Experience Centre. A member of our team will investigate and contact you to discuss your options.

How do I report any issues with my delivery or installation?

We would always recommend checking your item thoroughly before signing for delivery. If you do discover a fault or issue with your item once you have accepted delivery simply call our UK based Customer Experience Centre on 0800 640 9100 as soon as possible so that we can discuss the issue and investigate with the delivery partner.

Payments

How do I make a payment?

All customers must provide authorisation for a Continuous Payment Authority from your chosen debit card. Payment will be taken weekly on a day chosen by you during the application.

To set up Continuous Payment Authority:

  • You must use a debit card. We cannot accept payments from credit cards.
  • The debit card must be registered to the delivery address.
  • The debit card must be within its expiry date.

You can also pay by:

  • Calling our automated payment line on 0800 368 5384 and selecting option 1
  • Clicking here and using our Quick Pay service

Can I change my payment frequency?

Yes. If you choose to change your payment frequency you will need to ensure payments are made in advance. For example, if you choose to pay four weekly you must pay four weekly amounts at the start of that period.

To change your payment frequency, you must call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.

We can currently set up Continuous Payment Authority on weekly, fortnightly or 4 weekly payment schedules. We cannot set up regular monthly CPA payments. However, you can make individual advance payments through My Account or by calling us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.

Can I change or set up a new Continuous Payment Authority payment in My Account?

Yes. This can be completed within My Account

What happens if I cannot make my payment?

We understand that life isn’t always perfect. Sometimes an unexpected cost comes up or you don’t get paid as much as you were expecting which means you may struggle to make your normal weekly payments.

Don’t panic.

If something has happened which may affect your payments the sooner you tell us the better. We can work with you to find an alternative payment arrangement until life gets back to normal.

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.

For details of other organisations that may be able to provide advice please visit our Money Worries page

 

Can I pay off my agreement early?

Yes! At PerfectHome we are all in favour of putting you in control of your finances.

If you choose to pay off your agreement within 12 weeks of starting it, you will only pay the originally advertised cash price. This gives you complete control as it means that you get to spread the cost over 12 weeks and won’t be paying a single penny in interest.

If your agreement was made more than 12 weeks ago, simply call our UK based Customer Experience Centre on 0800 640 9100 and they will advise you about the amount outstanding. Please ensure you have your card details to hand, so we can process your payment.

My debit card has expired. What do I do?

If you receive a new debit card as yours is due to expire, please let us know as soon as possible by calling us on 0800 368 5384 and selecting option 2 to speak to a Customer Account Manager. We can update your account and make sure your payments are unaffected.

Please note that if your card expires we will not be able to take a payment which may result in a late fee being applied to your account.

What happens if I pay too much?

We recognise that some of our customers like the flexibility to overpay to help cover payments during holidays, birthdays, and Christmas weeks; or simply to help budget a monthly wage.
 
However, from time to time we may conduct an exercise to identify accounts where we think too much money has been overpaid, or where we suspect a customer may not be aware that they have a credit balance.
 
If you do receive contact from us in relation to this, you can always call us on 0800 640 9100 and speak to one of our advisors, who will be happy to advise your current balance (following Data Protection checks) and will help arrange for any funds to be returned to you.
 
Alternatively, you can complete the form attached to the communication and we will take care of the rest.

What will happen if I don’t repay my agreement on time?

If you already have a product or cash loan agreement with us, it is important that you continue to keep up to your repayments. Missing your payments could have serious consequences and may adversely affect your credit score, making it more difficult to obtain credit in the future. Non-payment may also result in us transferring your agreement to a third party, legal action and/or repossession of your items.

If something has happened which may affect your payments, the sooner you tell us the better. We can work with you to find an alternative payment arrangement. 

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. 

For details of other organisations that may be able to provide advice please visit our Money Worries page.

 

I can’t afford to pay my agreement, what should I do?

If something has happened which may affect your payments, the sooner you tell us the better. We can work with you to find an alternative payment arrangement.

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.

For details of other organisations that may be able to provide advice please visit our Money Worries page

 

Returns and cancellations

Am I still responsible for paying off my agreement?

If you already have a product or cash loan agreement with us, it is important that you continue to keep up to your repayments. Missing your payments could have serious consequences and may adversely affect your credit score, making it more difficult to obtain credit in the future. Non-payment may also result in us transferring your agreement to a third party, legal action and/or repossession of your items.

If something has happened which may affect your payments, the sooner you tell us the better. We can work with you to find an alternative payment arrangement. 

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. 

 

Can I return my item?

You can return your product within 14 days if the item is not suitable. Contractually, you cannot return your item once this time has lapsed unless you have paid a minimum of 50% of the outstanding balance. We are unable to accept the return of mattresses unless it is still in its original unopened packaging.

I returned a product for repair; will I get it back?

If the product can be repaired following assessment, we will send this straight back once the repair is completed. If we are unable to repair your product our Customer Experience Centre will contact, you to discuss your options.

Faulty Products

My item is faulty. How do I report it?

Please contact our UK based Customer Experience Centre on 0800 640 9100 who will be able to discuss the options available to you.

I arranged an appointment for somebody to assess, collect or repair my faulty goods, but nobody has turned up. What do I do next?

Please contact our Customer Experience Centre on 800 640 9100, who will investigate further for you.

I have an engineer appointment booked; will this still happen?

Yes, this will still take place as booked. Once we have received the report for the engineer, we will contact you to discuss the next steps.  

I need to change a service appointment date. What do I do?

Please contact our UK based Customer Experience Centre on 0800 640 9100 who will attempt to rearrange the appointment for you.

What happens if I am not happy with the repair or the product?

Please contact our UK based Customer Experience Centre on 0800 640 9100 who will be able to discuss the options available to you.

My product is faulty, can I change it for an alternative product?

If we are unable to repair a product, then we will contact you to discuss the possibility of a like for like exchange.

I am unhappy with your decision or offer, what can I do next?

If you disagree with any advice or decision made by our service team, you are free to obtain an independent inspection or assessment (at your own expense) and we will be happy to consider the findings.

My product is faulty – who will repair it?

We always want to ensure that any repairs are completed by the right people, so depending on the type of product and the nature of the fault, the repair may be completed by one of our experienced inhouse service technicians, the product manufacturer or a selected third party.

What repairs will I be covered for?

You have statutory rights in relation to faulty goods under the Consumer Rights Act.

Please contact us or the manufacturer directly if you require further information on the content or duration of any warranty.If you have an up to date Theft and Accidental Damage policy covering your goods, you will be covered for any accidental or impact damage to the goods. Click here for more information on our Theft and Accidental Damage cover.

If you have an up to date PerfectCare policy covering your goods, you will be covered for any breakdowns or faults occurring outside of this warranty, subject to policy exclusions and limitations. PerfectCare is no longer available on agreements made on and after 21st February.Click here for more information on to make a PerfectCare claim. .

How long is my repair guaranteed for?

Repairs are guaranteed for 30 days from the date the technician visits you and completes the repair, or from the date the goods are returned to you.

I have recently received an item that has been damaged on delivery, will you still provide a replacement?

Please ensure any incidents of items delivered damaged have been logged with our Customer Experience Centre. A member of our team will investigate and contact you to discuss your options.

I have recently been referred to a manufacturer for fault with the warranty period, however they are refusing to review my issue. What should I do?

Please contact our UK based Customer Experience Centre on 0800 640 9100 and we will support in contacting the manufacture and resolving any issues.

Existing customers

How do I request a statement?

You can review your statement of payments through My Account. Alternatively, you can request a paper statement by contact our UK based Customer Experience Centre on 0800 640 9100.

I’ve moved to a new house; how do I update my details?

You must inform us BEFORE moving home of a change of address. As part of the terms and conditions of the hire purchase agreement, any product bought from PerfectHome should remain at the property listed on the agreement.

If you need to inform us of a change in your address, please email us at customercare@perfecthome.co.uk.

How do I update my phone or email details?

You can update your mobile number, landline number or email address through My Account. Alternatively, contact our UK based Customer Experience Centre on 0800 640 9100.

How do I view my balance online?

You can view your balance in the statement section of My Account.

I’ve lost my PayPoint card, what do I do?

If you need a replacement card, please call 0800 368 5384 and select option 2 to order one.

My Account

What can I do in My Account?

As a PerfectHome customer you will be invited to register for My Account. With My Account you get:

  • Easy to access your account
  • 24/7 Manage payments on your account
  • Check your agreement balances
  • View your statements
  • Shop deals and offers

How do I reset my password for my online account?

You can reset your password in the My Account section of this website. Please click the forgotten password link and complete the details including a recent agreement number to reset your password. If you can't complete the information requested, please contact our UK Based Customer Experience Centre on 0800 640 9100.

PerfectCare

How do I make a PerfectCare Claim?

If you have a policy and need to make a claim you can contact our UK Based Customer Experience Centre here:

More information can be found here.

Two Step Verification

What is two-step verification?

Two step verification provides a way for us to ‘double check’ that it really is you who is trying to access your online account. You may already have this enabled across other accounts which hold sensitive information, such as your online banking, email or social media accounts.

Why have you introduced two-step verification?

Digital crime is on the rise. Technology is making it easier than ever for cybercriminals to steal or guess passwords. We want to make it much harder for these criminals by adding an extra layer of security to your account. This way, even if they know your password, they won’t be able to access your account without the one-time security code.

Why don’t I have the option to choose text message verification?

If you don’t currently have a mobile number registered to your account, you’ll only see the option for email.

What do I do if my phone number is missing or has changed?

Once you are logged into My Account you can add or update your mobile phone number in the My Details section.

Do I have to enter a code every time?

No! You’ll be asked how frequently you want to be challenged when you log in and you’ll have three options: every time, once every 14 days or once every 30 days.

How do I change the frequency of my two-step verification?

When you log in to My Account on the first page you will see the settings for Verification Frequency. Simply select your preferred frequency and press save.

What happens if I use a different device to log in?

Each time you login from a new device, you’ll be asked to authenticate using a new verification code.

I’ve got a Verification Error message. What does this mean?

You’ll need to give our Customer Experience Centre a call on 0800 640 9100, they’ll be able to help you get into your account.

Reporting Fraud

How do I report Fraud? (My details have been used and I am not a customer)

If you believe you have been a victim of potential fraud, we would ask that you contact our UK based Customer Experience Team on 0800 368 5384.

Complaints

How do I make a complaint?

If you are unhappy with a service/product you have received, please contact our UK based Customer Experience Centre on 0800 640 9100. More information on our complaints policy can be found here.

I sent a complaint to you; what will happen to my outstanding complaint?

We will aim to resolve your concerns by close of business the following day. If we cannot do so, we will keep you updated throughout our investigation, ideally by phone but, if this is not possible, by e-mail or letter.

We aim to send a final response to you within eight weeks of your initial complaint. If we are unable to do so, we will write to you explaining why and when you can expect a response and to let you know you can at that point refer your complaint to the Financial Ombudsman.

 

Redress

What does redress mean?

Redress is how we aim to put things right for you. It is our way of putting you back in the same situation you should have been in.

I’ve received a text to call 0800 072 8379. Is it real?

Yes. We sent this text to let you know that our records indicate that you have not cashed the redress cheque we sent to you earlier this year. If you are experiencing problems cashing the cheque, please contact us as we would like to ensure that you receive the funds you are entitled to. If you have any questions, need assistance, or have not received the correspondence, please contact us on 0800 072 8379.  Lines are open Monday to Friday, 9am to 5pm.

Can I claim interest on the redress payment?

Simple interest of 8% has already been added to all payments, from the time of the potential financial disadvantage to the current date. This is in line with the redress guidelines used by the Financial Ombudsman Service.

Do I need to accept the offer?

This offer is in full and final settlement. Any credit to outstanding Agreements has already been applied, with any remaining balance (where applicable) attached to this letter. As the scheme has been approved by the FCA and the method for calculating redress applied consistently to all affected parties, we are unable to enter into any individual negotiation in relation to the amount of redress provided.

How will this affect my current Agreements with you?

Where your outstanding balance has been reduced or settled as a result of this redress scheme, this will be detailed in our letter to you. There will be no other change to any of your other Agreements with us.

I have already agreed forbearance with you – will this affect our arrangement?

Where your outstanding balance has been reduced or settled as a result of this redress scheme, this will be detailed in our letter to you. There will be no other change to any other arrangement we have made with you.

I am unhappy – can I complain?

If you wish to make a complaint, you can contact our complaints team on 0800 030 4423.

Why are you deducting tax?

We are obliged under section 874 of the Income Tax Act 2007 to deduct tax of 20% on any interest payments we make to customers, this money is paid to HMRC. You may apply to HMRC for a refund of this money if you are eligible. To find out more, please refer to the HMRC.GOV.UK website or ring their helpline on 0300 200 3300.

Where can I get more information?

If you wish to discuss the content of this letter in more detail, please call our redress team on 08000728379.

Cash Loans

Is there a cooling off period?

Yes. If you wish to cancel within 14 days simply call our UK based Customer Experience Centre on 0800 640 9100 who will be able to action your request. Please ensure you have your card details to hand.

 

How do I contact you about my loan?

If you need to speak to us about your loan, call our UK based Customer Experience Centre on 0800 640 9100.

 

Where can I find my agreement number?

You can find your agreement number by logging into My Account and looking at the “My Agreements” section.

 

How do I change my address or contact details?

If you need to inform us of a change in your contact details, please call our UK based Customer Experience Centre on 0800 640 9100 or email us at customercare@perfecthome.co.uk.

 

What is Continuous Payment Authority (CPA)?

A CPA gives us permission to collect payments directly from your debit card. Once a CPA is in place, everything happens automatically, so you don’t have to worry about remembering to make your payments.

 

What should I do if I can’t make a payment?

We understand that sometimes an unexpected cost comes up, or you don’t get paid as much as you were expecting, which means you may struggle to make your normal weekly payment. If something has happened which may affect your ability to pay, the sooner you tell us the better. We can work with you to find an alternative payment arrangement until life gets back to normal. Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.

 

For details of other organisations that may be able to provide advice please visit our Money Worries page. 

 

 

Can I pay off my agreement early?

Yes! At PerfectHome we are all in favour of putting you in control of your finances.

Simply call our UK based Customer Experience Centre on 0800 640 9100 and they will confirm your settlement figure. Please ensure you have your card details to hand, so we can process your payment.

 

 

How do I update my payment details?

If you receive a new debit card, please let us know as soon as possible by calling us on 0800 368 5384 and selecting option 2 to speak to a Customer Account Manager. We can update your account and make sure your payments are unaffected.

Please note that if your card expires, we will not be able to take a payment which may result in a late payment charge being applied to your account.

 

What happens if I pay late or miss a payment?

If you do not make your payment on time your account may be subject to a £10 late payment charge.

If something has happened which may affect your ability to pay, the sooner you tell us the better. We can work with you to find an alternative payment arrangement until life gets back to normal.

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager.

For details of other organisations that may be able to provide advice please visit our Money Worries page

 

Can I use my loan to pay my other agreements off?

At PerfectHome we are all in favour of putting you in control of your finances.  If you would like to discuss the early settlement of any of your agreements, simply call our UK based Customer Experience Centre on 0800 640 9100.

 

If I take a cash loan will I still be able to take further agreements out with PerfectHome for other products?

All credit agreements are subject to affordability. You may only have one active PerfectLoans agreement at any one time.

If you would like to purchase another product from PerfectHome, you can find out if you will be accepted before you apply, with no impact to your credit file, using QuickCheck. Just answer a few questions and you'll have an answer within 60 seconds! You can be 100% certain if you'll be accepted for credit before you apply. As you'd expect, completing a QuickCheck is safe and secure.

 
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