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FAQs

Find the answers to your questions with no hassle

Can I manage my account online?

Yes, you can make payments, send secure messages, check your balance and much more via MyHPF. You can download the app via App Store or Google Play – alternatively, you can login via a browser.  

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How do I make payments?

We will take your scheduled payment through Direct Debit on or around your due date each month until your agreement is completed. Once we have taken your final payment, we will stop requesting the Direct Debit.

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Can I make extra payments?

Yes. Log into your MyHPF account and select 'Make a Payment' from the menu list then enter the amount you would like to pay.

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How do I see how much I have left to pay?

You can view your remaining balance and when your final payment is due via MyHPF.

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How do I update my Direct Debit details?

You can update your details via MyHPF and selecting ‘change Direct Debit’ from the options.

If, at the time of your Direct Debit is in the process of taking your next payment, it will not be possible to update your Direct Debit details straight away.

Please note: We cannot accept a Direct Debit Instruction from a company bank account

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Is there a cooling off period?

Yes, you have 14 days to withdraw the agreement. If you don’t wish to continue, please call our Customer Service Team on 0344 375 5500 within this time period or we'll assume you're happy with everything and you will be bound by the terms of your loan.

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How do I sign my loan agreement?

You can sign your loan agreement online using our e-signature service, this is a fast and simple way of signing your agreement and enables us to get the funds to you as quickly as possible.

If you have not signed your agreement within 30 days, your loan offer will expire, and another application will need to be submitted.

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Where can I see the full terms and conditions?

View our full set of terms and conditions here

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Can I reduce my monthly payments?

In certain circumstances, we may be able to we reduce your monthly payments to help make the loan more affordable.

This can be for a short period until your circumstances improve, or for a longer term if needed whilst you are adjusting to a revised financial position.

If you would like to apply for a payment arrangement, please complete our loan repayment form and we will get in touch within the next five working days.

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What can I do if I can’t afford my repayments anymore?

We understand circumstances can change and once we know more about your personal and financial situation, we can look at other options available to you.

We may also need additional information about your situation to ensure the most suitable arrangement is put in place.

If you feel as though you need further support, there are plenty of debt charities and not-for-profit organisations who will be able to provide financial advice such as the ones listed below:

  • StepChange Debt Charity
  • National Debtline
  • Citizens Advice Bureau
  • Money Advice Service
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Money Worries

We understand these can be difficult times and it’s not always easy to talk about. We promise to be open and honest and take your individual circumstances into account to reach a resolution that works for you. All information provided is kept strictly confidential.

Here are the options we offer if you find yourself in financial difficulty.

Payment Holiday

The closing date for applying for a new payment holiday was 31st March 2021. If you did not request a payment holiday prior to this date then you are not eligible to request an extension – please read our money worries section below for the support we can offer you.

If you have had one payment holiday (three months) previously then you can still request an extension by completing our loan repayment web form.

Payment holidays were introduced to support people impacted by Covid19 as short-term support and can cost you more in the long term. This is because interest is still incurred during your payment holiday.

  • You’ll need to resume normal payments at the end of the payment holiday
  • You may have to pay additional interest, which means the total amount you pay will increase
  • The term of your agreement and the number of repayments will increase
  • We’ll confirm the amount of additional interest and the number of additional payments to you in writing before the payment holiday starts so you will have a chance to change your mind.
  • There’s no impact to your credit file, however there may be an impact if you decide not to take a payment holiday and you fall behind, or are already behind with your repayments

Please note that lenders take other information into consideration, which means taking a payment holiday may affect your ability to obtain credit in the future even if this is not shown on your credit file.

If you can afford to make payments you should do so, as this could mean you may pay less interest over the life of your loan.

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Payment Arrangement

We can work with you to reduce your monthly payments to make it more affordable in the short term until your circumstances improve, or for a longer period if needed whilst you are adjusting to a revised financial position.

This may be a suitable option if you are able to catch up on any arrears that accrue as a result of your reduced payment arrangement.

If you would like to apply for a payment arrangement, please fill in our web form and we will be in touch within the next 5 working days.

IMPORTANT - Please be ware this may have an impact on your credit file, as arrears and the reduced payment arrangement will be reported to Credit Reference Agencies. 

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Breathing Space

If you’re unable make your next payment or are in arrears, and need some time to get debt advice, we can put your agreement on hold for 30 days. This option would be suitable:

  • If your circumstances have changed and you need time to work out your new financial situation.
  • If you expect your circumstances to improve within the next month.

If you would like to apply for Breathing Space, please fill in our web form and we will be in touch within the next 5 days.

IMPORTANT - Please beware this may have an impact on your credit file, as arrears will be reported to Credit Reference Agencies.

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Debt Advice Charities

There are several charities and not-for-profit organisations who offer free and impartial advice:

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Further Support

HMRC
The helpline allows any business or self-employed individual who is concerned about paying their tax due to coronavirus to get practical help and advice. If you're unable to pay due to COVID-19, HMRC will discuss your specific circumstances to review your options. The helpline number is 0800 0159 559 or visit their website.

Financial help for freelance and contract workers
The government website is the best place for information on universal credit and statutory sick pay.

NHS Live Well
For advice and support on dealing with illness and staying healthy, visit the NHS Live Well website.

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Postal Delays

Covid-19 has caused delays in postal deliveries across the UK, which may mean information takes longer than expected to reach you. It may also cause a delay in us being able to process items sent to us such as cheques or changes made to your agreement.

If a cheque was received on time, but not processed in a timely manner, you will not incur any additional charges and your credit file will not be affected.

To avoid potential late payments, please use CHAPS or Faster Payments through your bank to make payments instead of sending cheques in the post.

You can also manage your account and make payments online through our MyHPF portal or the MyHPF App, which will save you time.

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