Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk
Isle of Man customers can receive free help and support by going to https://www.gov.im/oft/
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FAQ's

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We offer loans from £200 – £600, and you can choose to repay your loan in either 2 or 3 instalments. All loans are subject to our affordability and lending criteria

We perform two types of credit check. The first is called a soft search, this is done within the quotation and it will not show as a credit search on your credit file.

If you apply for a loan after the soft search, we will do a full credit check. This will be available for other lenders to see on your credit report for up to 2 years.

In most cases payments are taken when your salary is paid. This will be confirmed upon the approval of your application.

All repayments are taken automatically from your Debit Card via Continuous Payment Authority, better known as CPA.

What is a Continuous Payment Authority and how does it work?

A Continuous Payment Authority (CPA) is an automated card payment that can be set up to make repayments via you debit card.

Should you choose to set up a CPA for your Pogo Loan, you authorise us (Pogo Loans, “The Lender”) to withdraw funds from your (“The Borrower”) bank account using the debit card details you supply to us. Once agreed, a CPA allows us to take a series of agreed payments without the need to contact you to seek authorisation.

What happens if the CPA is unsuccessful?

We will always attempt to take your full loan repayment on your chosen payment date. Should the payment be unsuccessful, we will attempt to take the payment again later the same day. Should we be unable to retrieve your repayment in full after two attempts, we will cancel your CPA and attempt to contact you to make payment via an alternative method.

We can reactivate the CPA with your permission at any time.

Are there consequences if I do not have sufficient funds to make my payment?

Failure to make payment on time and in full will result in additional interest being applied to your account in line with the agreement you have with us. Additional interest may continue to accrue until your repayment are brought back up to date. Late repayments can cause you serious money problems and due to the high interest rate on our product, it is possible for the outstanding balance to increase quickly. If you believe you cannot make payment on time or in full, contact us immediately so that we can review your circumstances and consider if an alternative solution is available.

Can I pay using an alternative method?

We accept a number of different payment methods that include:

  • Bank Transfer
  • Phoning us on the day and making payment via Debit Card.

If you would like to change the method used to make your payments, please contact us and we will be happy to assist you in setting up a new payment method.

Can I alter the date of payment?

Yes. If you wish to change your payment date please contact our customer service team who will be happy to assist you.

What should I do if I receive a new Debit Card?

Should this occur, please contact our customer service team. We will update your card information to ensure that repayments are still taken on time.

How can I cancel my CPA?

You are within your rights to cancel a CPA with your bank or with us directly at any time. Should you wish to cancel your CPA please contact us directly via:

  • Phone – 0151 601 8898
  • Post – Suite 2B & 2C, Oriel Chambers, Covent Garden, 14-16 Water Street, Liverpool, L2 8TD
  • Email – Customerservices@pogoloans.co.uk

If you cancel you CPA, you are still required to pay any outstanding balance that you owe under your agreement, including any additional interest that may accrue. If possible, you should also ensure that you agree with us an alternative means of repayment.

In most cases your funds are released on the day of approval.

As a responsible lender we do not allow you to have more than one loan open at any time.

Our loans are to help in an emergency and are not meant for sustained borrowing. We do not offer the option to refinance your loan.

If you are struggling with your repayments we recommend you contact us immediately. We also advice you seek free and impartial debt advice from www.moneyadviceservice.org.uk

Once your loan has been repaid in full you may be eligible to obtain a new loan from us subject to a new credit check and affordability assessment. Please be aware that our loan products should only be used for short term financial needs as they are not appropriate for longer term borrowing or for persons in financial difficulty.

Yes, you can repay your loan early at any time during your agreement with us. By repaying early you could receive a reduction in the interest you pay to us.

We accept that people’s circumstances can change. If this happens we recommend you contact us as soon as possible so that we may try to help you. You can do this by calling one of our UK based team on 0151 601 8898 or emailing us at customerservices@pogoloans.co.uk.

There are a number of different ways that you can contact us and you can choose from the following:

  • Contact our customer services team by telephone on 0151 601 8898. Lines are open between 9.00 am and 5.00 pm, Monday to Friday (excluding bank holidays). Calls are charged at standard rates for your phone provider.
  • By e-mail: customerservices@pogoloans.co.uk
  • Or by writing to us at: Pogo Loans, Suite 2B & 2C, Oriel Chambers, Covent Garden, 14-16 Water Street, Liverpool, L2 8TD

If you are contacting us in writing or via email please remember to let us know your name, your contact details, some details about your complaint and how we can help put things right.

How long will it take?

We try to resolve complaints as soon as possible. In most cases we will be in touch with you within 5 business days with a resolution. If your complaint is complicated it may take longer, but we will keep you regularly updated about our progress and let you know if we need any further information from you.

We’ll send you our final response within 8 weeks. If we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point or you are unhappy with our final response, you can refer your complaint to the appropriate Ombudsman Service. Please note that there are different Ombudsman Services depending on your current residence.

UK Customers

Customers from the UK can contact the Financial Ombudsman Service (FOS) at:

Financial Ombudsman Service (FOS),
Exchange Tower,
London,
E14 9SR
Tel: 08000234567 or 03001239123
Email: complaint.info@financial-ombudsman.org.uk Website: http://www.financial-ombudsman.org.uk/

You have the right to refer your complaint to the Financial Ombudsman Service – free of charge, but you must do so within six months from the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Additional information regarding your rights and how to make a complaint to FOS can be found at www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

Online Dispute Resolution Platform

If you want to submit a complaint online, you can use the Online Dispute Resolution Platform.

Isle of Man Customers

Customers from the Isle of Man can contact the Financial Services Ombudsman Scheme (FSOS) at:

Financial Services Ombudsman Scheme
Thie Slieau Whallian
Foxdale Road
St John’s
Isle of Man
IM4 3AS
Tel: 01624686500
Email: ombudsman@iomoft.gov.im
Website: https://www.gov.im/oft/ombudsman/

Yes, we do adhere to the code of practise. A copy of the code can be found here.

Should payments not be received on time and in full then we reserve the right to charge additional interest on the amount outstanding. We ask all customers to contact us as soon as possible should you become aware that a repayment cannot be made in line with our agreement with you. Failure to contact us could results in:

  • Your loan balance increasing.
  • Notifying Credit Reference Agencies that you have not made your payment on time or in full. This could make obtaining credit harder and more expensive in the future.
  • Potential court action.

You can also receive free, impartial debt advice by going to www.moneyadviceservice.org.uk


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