Customer Services

We have listed below some of the common questions about retail finance agreements and loans. If you query isn’t answered here, please call us on 0870 010 0453. Our Customer Services team is available 9am-6pm Monday to Friday and 9am-2pm on Saturdays.

Can I pay off my retail finance agreement early?

Yes, you can pay off your agreement when you wish. You should contact the Customer Services team on 0870 010 0453 for a settlement figure, which will tell you what you need to repay. Please note that certain finance agreements have an Early Repayment Option Fee. We will be able to tell you if this applies when you call us. You can make your payment through internet banking, BACS or by sending us a cheque. To pay by internet banking or BACS, you should quote your account number, and our sort code which is 406366. To pay by cheque, simply send a cheque (payable to HFC Bank Limited) for the settlement figure to HFC Bank, PO Box 15033, Birmingham B2 2ND. Please remember to put your account number and the words ‘Pay Off’ on the reverse of the cheque.
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How do I make additional payments to my retail finance account?

You can make additional payments by sending a cheque (payable to HFC Bank Limited) for the amount you wish to pay, with the words 'capital repayment' and your account number on the reverse of the cheque to: HFC Bank, PO Box 15033, Birmingham B2 2ND
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Can I increase my direct debit?

You cannot increase your direct debit, but you can set up a standing order as an alternative should you wish to increase your monthly payments each month. This can be arranged through your bank, the sort code to use is 406306 and your 8 digit account number. You MUST remember to cancel your direct debit.
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Can I pay off my Beneficial Finance loan early?

Yes you can. You’ll need to call us for a settlement figure, then advise us in writing with your payment that you wish to close your loan account. You can also pay off a capital sum from your loan if you wish. To do this, simply send a cheque payable to HFC Bank Limited, to HFC Bank Ltd, PO Box 15033, Birmingham, B2 2ND. Please remember to put your account number and the words ‘Capital Reduction Payment’ on the reverse of the cheque.
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How do I advise you if I’ve changed address or phone number?

Simply call our Customer Services team on 0870 010 0453 and we can update your details.
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I’ve received a statement from you, why is that?

We are required to send you a statement of your account each year, to comply with the Consumer Credit Act 2006. The statement shows all the payments you have made and any other transactions affecting your balance.
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What happens if my direct debit falls on a weekend or bank holiday?

Your payment will be debited the following working day.
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How long does it take for a cheque payment to appear on my account?

The process takes up to 14 days and this will include your cheque being cleared onto your account.
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Can I take a payment holiday?

We do not offer payment holidays, but please contact us on 0870 010 1138 if you are having difficulties with your payment.
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Can I change the payment date on my account?

You can change your payment date by up to 15 days of your current payment date. If you change it more than once during your agreement you may be subject to a fee.
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I returned my goods and cancelled my credit agreement with the store but you are still taking direct debits out of my account – why is that?

You will need to go back to the store where you cancelled your agreement. They will then liaise with the necessary department and any over-payments will be paid back to you.
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I have not yet received the goods covered by my retail finance agreement - is my payment deferred until I receive them?

You will have to continue to make payments on your account as your legal agreement for the finance was taken with HFC Bank. Any delays in receipt of the goods should be referred back to the store.
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I’m not sure I can make my repayment this month – what should I do?

If you cannot make a repayment, it’s much better to let us know, so please call us on 0870 010 1138. You’ll also find lots of useful advice in our ‘Financial Difficulties’ section.
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What facilities do you offer for customers with a disability?

We offer a number of services for customers who have disabilities, including loan statements in Braille, large print or audio tape. Please let us know if you need any of these services by calling Customer Services on 0870 010 0453.
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Complaints Information

Complaints Procedure

At HFC Bank, we aim to provide the highest standards of service and care to our customers. Our staff are trained to do this, and are committed to providing you with the best possible service at all times. Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can. We operate a simple complaints procedure, which aims to resolve any problem quickly and effectively. In addition, HFC Bank is a member of the Financial Ombudsman Service (www.financial-ombudsman.org.uk) and the Finance and Leasing Association (www.fla.org.uk).

Service Expectations

We are aware that on rare occasions things can go wrong and when this is the case we want to resolve the problem for you as quickly as possible. If you have a problem with your account, please contact us on 0870 010 0453 where we will help to resolve the situation to your satisfaction.

If you feel that you have a complaint that has not been resolved to your satisfaction, please let us know. Within 5 working days of our receiving details of your complaint, we will

  • write to you to acknowledge our receipt of your complaint
  • tell you the name and job title of the person handling the complaint and
  • give you details of our internal complaint handling procedures.

The only time we will not do this is where your complaint to us is resolved by the close of business on the next working day following our receipt of your complaint.Within 4 weeks of our receipt of your complaint, if it is not resolved, we will either send you a response explaining why we have not yet been able to resolve the complaint and when we expect to be able to do so or give you our final response to your complaint.
In all cases we will, within 8 weeks of receiving your complaint:

  • send you our final response to the complaint, which will include an explanation of your right to refer the matter to the Financial Ombudsman Service (FOS) if you are dissatisfied with our response. We will include a copy of the Ombudsman's explanatory leaflet telling you how to complain to him;

  • send to you a further holding response explaining why we are still not in a position to provide a final response to you and when we expect to be able to do so. We will also, with this letter, tell you that you may refer the matter to the Financial Ombudsman Service if you are dissatisfied with our action and give you a copy of the Ombudsman's explanatory leaflet telling you how to complain to him.

We will consider your complaint to be closed when we have issued a final response to you or where you have indicated in writing that you accept the response we have issued to you or where we have written to you giving the information which is required and you have not responded to us within 8 weeks. A copy of our Internal Complaints Procedures, the Finance & Leasing Association Lending Code of Practice and details of the Financial Ombudsman scheme can be obtained on request by phoning Customer Services on 0870 010 0453.

PPI Complaints

Please click on the following link for information on Payment Protection Insurance – complaints handling.

PPI  - complaints handling

Complaints Statistics

We publish our figures on complaints every 6 months. These can be accessed by clicking on the following link.

Complaints Publication Report

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