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Newpay FAQs

• What is Newpay?
• It's a flexible finance account provided by NewDay. With it, you could enjoy a credit limit of up to £5,000 to spend everywhere you see the Deko and Newpay in the checkout, along with various payment plan options - an instalment plan, flexible credit. So, you can repay the balance however suits you best. Just bear in mind, the interest rate, credit limit and payment plans you're offered will be based on a credit check.

• Who are NewDay?
• NewDay will be your finance lender, and emails about Newpay will often come from them. So, remember to keep an eye out for their name while you’re scrolling through your inbox.

• Is there a minimum spend?
• That depends which payment plan you choose. There's no minimum spend if you want to use the flexible credit payment plan. But for an instalment plan, there's a minimum spend of £100, which includes the cost of any extra services you might need (e.g. installation, recycling, etc.).

• Can I apply for Newpay?
• Anyone can apply for Newpay, as long as you:
  
  

  • Are 18 years or over and have a regular income
  • Are a permanent UK resident and have lived in the UK for the last 12 months (unless you are HM Armed Forces Personnel)
  • Have a current UK bank account
  • Have a valid email address and mobile phone number
  • Don't have an existing Newpay account

• Can I still apply if I have bad credit?
• Of course, but just be aware that not everyone will be accepted for it. It's worth remembering that NewDay will have to run a credit check as part of your application. So, your credit score will be taken into account when NewDay decide if you'll be approved for Newpay.

• When will I find out if I've been accepted for Newpay?
• It should only take 5-10 minutes to apply, and you should find out straight away. There are occasions where NewDay might refer the decision to an underwriter to assess. If this happens, they might contact you for a bit more information before they decide if you've been accepted.

• Will you do a credit check?
• Yes, NewDay will always carry out a credit search. They run a no-risk eligibility check first though, to tell you if they think you’ll be eligible for Newpay.

• Will my credit rating be affected?
• The first no-risk eligibility check won't affect your credit rating. But the full credit check might, and it'll be recorded against your credit file.

• What will you do with the information I give you?
• There are details of how NewDay use your information to make a responsible lending decision in their privacy policy.

• Where can I get a copy of my credit agreement?
• It's easy - just get in touch with NewDay's customer services. They can send you a copy of the agreement at any time while you've got an Newpay account.

• If my application's declined, can I apply for Newpay again?
• You can reapply, but we'd suggest not doing it immediately. The best thing to do is to check your credit score and credit report online, then we'd advise waiting 6 months before you apply again.

• If my application’s declined, can I appeal the decision?
• Yes - you're more than welcome to appeal the decision, please call NewDay customer services. Bear in mind that you'll have one month to submit your appeal once NewDay has told you about their decision.

• If I change my mind, can I cancel my Newpay application?
• Unfortunately, you can't cancel the application. But, once your Newpay account is set up, you can withdraw from the agreement and close your account - just bear in mind that you'll have to repay any money you owe NewDay, including any interest. When you get an email from NewDay to confirm your credit limit, you'll have 14 days to close the account. You can do this by calling their customer services. They'll tell you how much you owe and how to pay it, then you'll have 30 days to repay it.

• Can I pay a deposit?
• No, unfortunately deposits and split payments (across various payment methods, e.g. card and PayPal) can't be taken.

• When can I start using Newpay?
• Your Newpay account will be ready to use straight after you’ve signed your credit agreement. Then you can finish making your purchase.

• Can I have more than one purchase on the same payment plan?
• Of course - if you need to buy a few items at once, just add them all to the basket at the same time. When you choose a payment method, simply select one plan to pay for all of the products together.

• What happens if I need to return an item?
• If you've paid using Newpay but decide to return the product, the cost of the item will be refunded and put back into your Newpay account. If this refunded amount covers the whole cost of the items, the payment plan will be cancelled and you won't have to make any payments. But, if some interest has built up the refunded amount might not clear the balance in your account. In this case, you'll still have to pay the previously agreed monthly payments to clear the balance.

• When and how will I get a statement?
• You'll get monthly statements electronically (these are called eStatements), and you can view them on your Online Account Manager. NewDay will send you an email every time an eStatement is sent to you and is ready to see. So, please remember to tell NewDay if your email address changes.

• How do I make a payment?
• A few days after creating your Newpay account, you'll get an email from NewDay asking you to set up an Online Account Manager with them. Here, you can edit your details and view transactions. So, when you're making a payment, just visit your NewDay Online Account Manager and follow the quick and easy steps.

• Are there any extra hidden costs to Newpay?
• The only other payment that could be applied to your account is a late payment fee. But, if there are any other costs, you can find more information about them in your Credit Agreement.

• When does NewDay charge interest?
• NewDay starts charging interest when a transaction's been made (including any applicable fees), until it's been fully paid off. On an instalment plan, it's from the date the plan is set up until it's repaid in full.
  
  You are not charged interest on purchases (not including those made on an instalment plan) made during your last statement period if you repay your outstanding balance by the due date, and if you repaid the previous month's outstanding balance on time.
  
  NewDay charges interest on all fees, but not on default fees until at least the 29th day after they have told you about the default fee being charged. They work out interest daily and add it to your account on your monthly statement date.

• What should I do if I'm having financial difficulties?
• If you're struggling to make payments towards your balance, please call NewDay's customer services as soon as possible - they'll be able to make suggestions on how to help. Their number is 0330 838 0170.

• What happens if I can't afford my monthly instalment payment?
• If you can't afford to pay the fixed monthly instalment, that's OK - it's optional, so you won't go into arrears if you can’t pay it. But, it means that your payment plan will be cancelled and you'll be moved onto the flexible credit account. On this new plan, you must at least pay the monthly minimum amount, but you can pay more when you can afford it. If this happens, interest will start being charged at your standard rate, and if you've set up a Direct Debit, it'll automatically be adjusted so NewDay won't collect any monthly instalment payments.

• How do I change the details on my Newpay account?
• Please visit your NewDay Online Account Manager to change the details on your Newpay account, and follow the instructions on there.

• What happens if I don't recognise a transaction on my account or I suspect fraud?
• Please contact NewDay's customer services as soon as possible. Please remember that phone calls may be recorded or monitored for training and security purposes.

• Can I close my Newpay account?
• Of course. Just log on to your Online Account Manager, and follow the instructions. Here, you can easily change the details of your account. You won't have to pay any penalties, costs or charges for closing your Newpay account.

• Who can I contact if I have any more questions about my Newpay account?
• If you have any questions, it's really easy to contact NewDay's customer service line on 0330 838 0170. Calls to 0330 838 0170 are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling.
  
  NewDay's customer service line is open:
  
  

  • Monday — Friday: 9am – 7pm
  • Saturday: 9am – 5pm
  • Sunday: Closed

  
  Please have your account number ready when you call. You can find your account number within emails, a SMS New Day sent you shortly after opening your account or on the top of your statement. Calls may be recorded and monitored for training and security purposes and to help them manage your account.

• What should I do if I'm unhappy with how the process has gone?
• If you're unhappy with how we've dealt with your Newpay plan or application, and you wish to make a complaint, please contact NewDay's customer services as soon as possible and we'll do our best to put things right. If you're not happy with our decision following a complaint and you wish to take it further, you can ask the Financial Ombudsman Service to review your complaint.