Existing customer

My application has been accepted, how long do I have to decide if I want to continue?

Once your loan application has been accepted, you have 30 days to e-sign, confirming you want to go ahead with the loan. Once this 30 days has elapsed, your loan will expire and you would have to complete another application if you wanted to take out an agreement with us.

Is there a cooling off period?

You will have the right to withdraw from the agreement, without giving any reason, for a period of 14 days. To do so, please call our Customer Service Team on 0344 375 5500.

The 14 day period will begin on the day after you sign the agreement. You must then repay in full the amount borrowed within 30 days, and the agreement will be cancelled. 

If we haven't heard from you after the 14 day period we'll assume you're happy with everything and you will be bound by the terms of your loan.

Inbound and outbound calls are recorded for training and monitoring purposes.

What does it mean if my application is referred?

If your loan is referred it means we need to make some additional checks against your application. We will contact you to let you know if we need any further information.

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.

Alternately, if you would prefer to receive the paperwork through the post, please contact our loans team on 0344 375 5500, where an advisor will be happy to send your paperwork out to you by post.

Please note, this does take longer than e-signing your agreement online, and could delay the time it takes to receive the loan funds.

How do I make my monthly repayment?

Your monthly repayments are made by Direct Debit from a nominated bank account.

Can I make overpayments?

Yes, you can make extra payments at any time, free of charge. The quickest and easiest way to do this is by managing your account online.

Extra payments which are more than your monthly Direct Debit amount will be used to reduce the term of your agreement and we will continue to collect your monthly Direct Debit as normal.

One-off payments
To make a one-off payment by Direct Debit, simply click here to log onto your MyHPF account and select 'Make a Payment' from the menu list to enter the amount you would like to pay.

If you have not yet registered to manage your account online, click here.

Increasing your regular payment
If you would like to increase the amount you pay each month you can do this by setting up a Standing Order through your bank. The details to use are:
Sort Code: 40-02-50
Account Number: 71411101
It is important you provide your Agreement Number as the reference.

You can also choose to pay by one of the following payment methods:

Credit Card/Debit Card - You can make your payment online by visiting my.hpf.co.uk. There is no charge for paying by Credit Card or Debit Card.

Alternatively you can speak to one of our Customer Service Team on 0344 375 5500.

Credit Card: We ask our customers to be mindful of the impact of paying credit with credit and also any charges or interest you may incur as a result of this.

Internet or Telephone Banking – pay to Sort Code: 40-02-50 and Account Number: 71411101. When making your payment it is important to provide your agreement number which can be found on your welcome letter or welcome email. Please allow 5 working days for the payment to be credited to your agreement.

Cheque - make your cheque payable to Hitachi Capital and write your agreement number on the back of the cheque. Post your cheque to Hitachi Capital Consumer Finance, 2 Apex View, Leeds, West Yorkshire, LS11 9BH.

To allow for payment processing, please allow 7 working days for the payment to be credited to your agreement.

Can I settle my agreement early?

Yes, you can settle your agreement at any time. The quickest and easiest way to do this is by managing your account online.

You can choose to pay your settlement figure by a one off Direct Debit or if you prefer by Credit Card/Debit Card.

Simply click here to log into your MyHPF account and choose 'Make a Payment' from the menu list. The amount required to settle your agreement will display on screen.

If you have not yet registered to manage your account online, click here.

Important information about your Direct Debit:
- If your Direct Debit is due on the same day as you make your payment to settle, the amount to settle will include this Direct Debit and we would ask you to leave your Direct Debit active for at least 5 working days after making your settlement payment to ensure that the Direct Debits is cleared by your bank.
- If your Direct Debit is due in 1 to 2 working days we are already in the process of claiming your monthly payment and we would ask you to cancel this Direct Debit to make sure you do not overpay your agreement.
- For everything else we would ask you to cancel your Direct Debit.

I’ve applied already but can I change the amount?

Unfortunately, once you’ve completed the application you cannot change the amount of the loan, you would need to request cancellation and apply again if you wanted a different amount.

Can I change my Direct Debit date?

We will be happy to change future payment dates to meet your needs once we have successfully collected your first payment by Direct Debit.

If, at the time of receiving your request, the Direct Debit is in the process of taking your next payment, it will not be possible to change the date straight away. We will make the change as soon as we can and will let you know when the change will be effective from.

Important information about your payment date
- If your current payment date is within the next 7 days it will not be possible to change the date for the current month and the change will take effect from the following month
- If the new payment date is within the next 7 days it will not be possible to change the payment date for the current month and the change will take effect from the following month.
-If the new payment date has already passed, the change will take effect from the following month.

For everything else we can change the date on receipt of your request and will let you know when the change will be effective from.

The best way to request a change to your payment date is by managing your account online. Simply click here to log onto MyHPF and send us a secure message by choosing 'My Messages' from the menu list to request a change to your payment date.

If you have not yet registered to manage your account online, click here.

You can also contact us by email: customerservice@hitachipersonalfinance.co.uk or speak to one of our Customer Service Team by telephone: 0344 375 5500

How do I update my Direct Debit details?

We will be happy to update your Direct Debit details.

If, at the time of receiving your request, the Direct Debit is in the process of taking your next payment, it will not be possible to update your Direct Debit details straight away. We will make the change as soon as we can and will let you know when the change will be effective from.

Important information about your Direct Debit 
- If your monthly payment is due on the same day as you update your Direct Debit details we will claim your monthly payment from your old bank details.
- If your monthly payment is due in 1 to 2 working days from the date you update your Direct Debit details we will claim your monthly payment from your old bank details.
- If your monthly payment is due in 3 to 5 working days from the date you update your Direct Debit details, we will claim your monthly payment from your new bank details but the collection of the payment will be delayed by a few days.

I am the bank account holder for the new Direct Debit details
Click here to log onto MyHPF and select 'Change Direct Debit' from the menu list.

If you have not yet registered to manage your account online, click here.

I would like to replace my Direct Debit details with a third party bank account 
We can update your Direct Debit with a third party bank account. For us to do this we will ask you to complete a Third Party Direct Debit Authority Form which we will send to you by email.

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

To make your request, click here to log onto MyHPF and send us a secure message by selecting 'My Messages' from the menu list followed by 'Third Party Authority'.

How do I view my balance?

The quickest and easiest way to view your balance is by managing your account online. Click here to log onto your MyHPF account. 

If you have not yet registered to manage your account online, click here.

How do I view the number of payments still to pay?

If you would like to know the number of future payments still to pay, please contact us by either: Email: customerservice@hitachipersonalfinance.co.uk; or speak to one of our Customer Service Team by telephone: 0344 375 5500

How do I view my latest statement?

Your Annual Statement is produced on the anniversary of the agreement start date. If you have chosen to receive your Annual Statement online we will send you an email notification when your statement is ready to view. Click here to log onto MyHPF and select My Documents to view your latest annual statement.

If you have not chosen to receive your Annual Statement online we will send your statement by post. If you would like to receive a copy of your annual statement, please contact us by email: customerservice@hitachipersonalfinance.co.uk
or speak to one of our Customer Service Team by telephone: 0344 375 5500

You can view your payment transactions online. Click here to log onto MyHPF and select 'View Transactions' from the menu list to display a list of all payment transactions to date.

How do I view a mini statement?

You can request a mini statement by email: customerservice@hitachipersonalfinance.co.uk or speak to one of our Customer Service Team by telephone: 0344 375 5500

What should I do if I don't understand a transaction on my annual statement?

Here is a list of the most common transactions explained. We hope this helps to answer your query:

OSS payment = Card payment
Part settlement = Interest adjusted for extra payment
Reschedule = Internal balance adjustment to reschedule your future payments
Direct Credit UK = Direct Debit refunded
Web payment = Payment made by bank transfer
Settlement rebate = Interest adjusted for early settlement

If you're still unsure please contact us by email: customerservice@hitachipersonalfinance.co.uk or speak to one of our Customer Service Team by telephone: 0344 375 5500

Can I give authority for someone else to access my agreement?

We can add a third party to your agreement who can act on your behalf for a period of 6 months.

After this time, you will need to contact us to extend their authority.

You can remove the third party at any time during the 6 months and to do this you will need to contact us.

Any third party, added to your agreement will have the same level of authority as you. They will be able to talk to us about your account, make payments and update changes to your account. However they cannot change the name of the agreement holder.

You will continue to be responsible for ensuring the monthly payments continue and are kept up to date.

If you wish to give authority to a third party, we simply need the name of the third party and a password which they will need to provide to us on each occasion they contact us.

The best way to request this is by logging onto your MyHPF account. click here to log on and select 'My Messages' then 'Third Party Authority' Form the drop down menu list.

If you have not yet registered to manage your account online, click here.

You can also contact us by email: customerservice@hitachipersonalfinance.co.uk or speak to one of our Customer Service Team by telephone: 0344 375 5500

How do I register my account online?

If you have not yet registered to manage your account online, click here.

What information will I need?
If this is the first time you have accessed your account online you will need;
• Hitachi agreement number which is 9 digits and starts with a 0. You can find this on your welcome letter or annual statement
• Date of birth
• Postcode

You will then need to create your login;
Enter your email address to the username field. Please enter the email address you would like us to use to send email communications about your account. Then create a password and a memorable word.

Specifying a strong password will help keep your account safe. Follow these tips to create a stronger password:
•Use a unique password for each of your online accounts
•Use a mix of letters (uppercase and lowercase), numbers, and symbols
•Don't use personal information or common words
•Keep your password secure

If you have problems registering your account online, please call our Customer Service Team on 0344 375 5500.

Do you have an app?

Yes, you can find it by searching for 'MyHPF' and it is available on Apple and Android devices. The app allows you to manage your loan agreement from the palm of your hand, including biometric log in (fingerprint and facial recognition)

Why do I need to keep my personal information up to date?

To assist in making online communication and transactions secure.

What do I do if I've forgotten my log in details?

You can re-set your log in details by clicking here and following the onscreen guide.

Why haven't I received an email to reset my password/memorable word?

Firstly, check your Junk folder. If the email isn't there and hasn't arrived after 20 minutes, please call our Customer Service Team on 0344 375 5500 to reset your password.

How do I raise a complaint?

There are a number of ways you can raise a complaint.

You can email our Complaints Team at complaintsteam@hitachipersonalfinance.co.uk, or if you prefer to speak to one of our team, you can call us on 0113 380 1065.

Alternatively you can write to us at,
Complaints Team
Hitachi Capital Consumer Finance
2 Apex View
Leeds
LS11 9BH

Where can I see the full terms and conditions?

Payment holiday request

If you are requesting a payment holiday please use our loan repayment form.

You don’t need to call us - we’ll be in touch once the payment holiday application has been accepted.

Payment holiday request


Contact us

For general enquiries telephone our Customer Experience Team on 0344 375 5500.

Opening Hours for our Customer Experience Team

Mon-Fri:  8:15am to 5:45pm
Saturday and Sunday: Closed


To process a personal loan, telephone our Loans Team on 0343 351 9112.

Opening hours for the Loans Team

Mon-Fri: 8:15am to 5:45pm
Saturday and Sunday: Closed


If you are in financial difficulty and need to discuss your circumstances, call 0344 375 5488.

Opening Hours

Mon-Fri:  8:15am to 5:45pm
Saturday and Sunday: Closed

Email

If you would prefer to email us, you can contact us on
customerservice@hitachipersonalfinance.co.uk


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