Questions we're often asked

When we have received all necessary paperwork and the loan goes live, we will generate a payment the next working day.

All customers must be:

  • 18 or over at the date of application
  • A permanent UK resident for at least three years.

Please note, your customer selection and internal processes must demonstrate that you treat customers fairly and take positive action to protect vulnerable customers including the elderly and those with mental health issues.

No, everything will be completed with you by one of our Sales Managers.

Our specialist helpdesk is available on 0844 811 7740* 9am-8pm Monday to Friday, 9am-6pm Saturday and 10am-6pm Sunday.

If a customer's application is declined by us, we will provide you with a decline letter which explains what they should do next. There are a number of reasons why a customer might be declined and for data protection reasons we're not able to explain to you why. The decline letter will explain how the customer can contact us for further explanation.

Yes, they do. We require one proof of ID and one to verify the address. We will accept the following as proof of identity:

  • Unexpired passport
  • Unexpired photocard driving licence
  • EEA or Swiss national identity card
  • Firearms certificate or shotgun licence
  • Northern Ireland voter's card
  • Valid credit or debit card (the last 4 digits must be redacted for card security purposes)

We accept the following as proof of address:

  • Unexpired UK old style paper driving licence (not provisional)
  • Unexpired photocard driving licence (if not used for identity proof above)
  • Bank statement from last 3 months
  • Credit card statement from last 3 months
  • Utility bill from the last 3 months (not mobile phone or satellite/cable TV)
  • Council Tax Demand Notice from last 12 months
  • Notification of government/local authority benefit or grant, entitlement to tax credit/pension or HMRC correspondence containing the applicant's full name and address.

Please note that we cannot accept two proofs from the same source e.g. a debit card and a statement from the same bank.

No, all customers receive an annual statement, sent out on the first anniversary of their loan.

All payments must be made by Direct Debit. Third party Direct Debits may be set up.

This depends on the type of loan the customer takes out. Please refer to the customer's Credit Agreement.

Individuals must be aged over 18 at the time of the loan application.

Yes, third party Direct Debits can be set up.

Yes all customers will receive a reminder letter one month before the Buy Now Pay Later Period expires.

They can call Customer Services on 0800 15 22 888. The settlement figure option is available 24 hours a day.

Yes, customers can make additional payments against their loan by calling 0800 15 22 888 and using our 24 hour service. If the customer chooses to pay by Credit Card, there's a fee of 1.5% of the total payment amount. Payment will reach their account the next working day (Mon-Fri). Please note we don't accept Barclaycard or American Express.

If goods are being installed we require the customer to sign a satisfaction note to activate the agreement. If goods are being delivered, we require a delivery note as confirmation.

In some circumstances this is possible. Please contact us to discuss.

If the ‘status’ of the agreement on the application system has not yet changed to  ‘live’ – if it has a status of ‘accepted’, ‘parked’ or ‘snagged’ – then you can cancel the application by calling our Client Services Helpdesk on 0844 811 7740.
Once cancelled in this way, the application will then show a status of ‘not taken up’.

If the application has already gone ‘live’ but you have agreed to cancel the customers purchase and/or finance, then please send the cancellation request via email to
Please include the account number and customer name in any correspondence.

For many of our Retail Partners, we have agreed to only accept email cancellation requests from a designated contact (often someone at head office).
If you are unsure if this is the case for your business, please contact your head office or your Sales Manager for guidance.

This refers to the right to withdraw from the credit agreement, not the purchase of the product. The customer should therefore be directed to our Customer Services team where the request for withdrawal will be processed. The customer can inform us of their decision to withdraw within 14 days from the day after agreeing to the loan. Please advise the customer to deal directly with us to arrange repayment.

Yes, please contact us on 0844 811 7740* for details.

When the 'status' of the agreement on the application system moves to 'live', the funds have been released.

Call 0844 811 7740* to reset your password with one of our Client Service Advisors.

If the status on the agreement has not changed and you have already sent documentation into Barclays Partner Finance, please call our client helpdesk on 0844 811 7740* who will be able to investigate for you.

These are both error messages and have a couple of different reasons/outcomes. Please call our Client Helpdesk on 0844 811 7740* for advice on what to do next.

Please refer to your 'point of sale' system guide for advice on how to return to an agreement to complete it or in the case of a 'newly created' status use the search function to pinpoint your agreement and proceed from there. If you have any queries please contact us on 0844 811 7740*.

digi-sig is a new way for customers to sign their credit agreement. The application is made through our usual point of sale system but rather than sign printed paperwork with a pen the customer can sign a tablet screen. No paperwork or printing is required and signed documents are securely sent to us instantly. The customer receives a full copy of their agreement via email.

Calls to 0800 numbers are free if made from a UK landline. For BT business customers, calls to 0844 numbers will cost no more than 5.5p per minute, min call charge 6p (current at June 2014). The price on non-BT phone lines may be different. Non-BT customers and mobile phone users should contact their service providers for information about the cost of calls..