Personal Loans FAQs

Answers to some of your most common questions

Got any questions?

We’ve rounded up some of the questions we’re often asked by customers. Please take a look before you apply.

How can I contact you about my application / loan?

You can contact us to discuss any queries you have about your loan.   Just call 0800 169 2000. We are open Monday to Saturday, 8am - 8pm and Sunday, 9am - 5pm. Please note we are closed on Bank Holidays.

How do I apply?

You can apply online now and where possible, get an instant decision.

Need help completing your loan application?

If you need any help completing your loan application please call us on 0800 169 2000 or use our web chat facility where our advisors will help you with any queries.

Who can apply?

To be eligible to apply you must;

  • Have been a UK resident for at least 3 years
  • Be over 21 and  no older than 70 when the loan term ends
  • Be employed with a salary of £12,000 or more. If self-employed you must have been so for over 2 years
  • Not have a history of County Court Judgements or bankruptcy
  • Have a UK based bank or building society account that can pay direct debits

How much can I borrow?

From £1,000 to £25,000 in £100 multiples

How long can I take a loan over?

Loans are available between one and seven years

Can I use this loan to pay off other debts?

Yes, in the right circumstances debt consolidation can be beneficial and help you manage your debt. If you have all your debts in one place, it means that you only have to track one interest rate and one payment to make each month.

However, before applying for a consolidation loan you should review your options to make sure that the loan which you are considering is right for you. For example, compare the rates of interest between your current loan providers and your proposed Post Office Money Loan and consider how long the loans are for.  

In some circumstances taking out a consolidation loan could mean you end up paying a higher rate of interest and / or it may take longer for you to pay the money back.

I’m not sure about something, what do I do?

Take the time you need to consider all of the information you are provided with so that you are sure the product is right for you before you commit.

More information can be found in our leaflet ‘Borrowing Money with a Post Office Money Loan’. Perhaps, discuss it with a family member or friend. If you’re still unsure about anything, please call our Customer Services Team on 0800 169 2000.

Can you tell me how much a loan will cost without having to provide my personal details?

We offer a personalised price which is based on your individual circumstances and amount you wish to borrow and therefore it is necessary to capture your personal details. Please note that we do not offer an indicative quotation.  If you proceed and submit an application, an application search will be registered at the Credit Reference Agencies.


Can I change my mind about taking out a loan?

Yes. You have 14 days to change your mind. 

You will have 14 calendar days from the day after you receive your acceptance letter to withdraw from your Agreement. If you decide you don’t want a loan from us, just call 0800 169 2000 within this 14 day period.

We are open Monday to Saturday, 8am-8pm and Sunday, 9am-5pm.Please note we are closed on Bank Holidays

When will I hear if I’ve got the loan?

Where possible we will give you an instant decision online.  If we can’t tell you straight away, we’ll be in touch with you by post within five days

What can I do if my loan application is declined and I don't agree?

If you're unhappy with our decision you can ask us to reconsider by telephoning us on 0800 169 2000.

You should be aware that we cannot give any guarantees that our original decision will be changed.  To support your appeal you will need to provide us with any additional relevant information which was not given to us when you first made your application.

What is credit scoring and how does it work?

To help understand whether to provide you with credit and to ensure responsible lending, your personal circumstances are taken into account.

To do this, each application is assessed using a system called credit scoring. All Post Office Money Loan applications go through a standard credit scoring process, which works by taking all of your personal information and giving each relevant detail a score. These individual values are then added together to provide a final score which provides the basis for our decision.  Please refer to the ‘Our decision explained leaflet’ on the Post Office website for more information. This is a system we use to help us decide whether we can lend you money and is also used by most other banks

How do I get a copy of my credit report?

You can get hold of your credit report: 

  • online at or 
  • by writing to Experian Ltd, Consumer Help Service, PO Box 8000, Nottingham, NG80 7WE.
  • online at
  • by writing to Callcredit, One Park Lane, Leeds, West Yorkshire, LS3 1EP.

Please note, these agencies will charge you for this service.

What happens after my application has been approved?

We'll send your agreement out by post. You’ll need to check all the details and sign the agreement.

You'll also be sent a copy of our Terms and Conditions, Pre Contractual Information (SECCI) and Important Information about your loan.

It is important that you read and understand the information contained within these documents. Please contact us if there is anything that you do not understand.

How quickly will I get my money?

We aim for the money to be in your bank or building society within 2 working days once we’ve received your signed agreement.

When do I need to make my first loan repayment?

Your first loan repayment will be one calendar month from the date the loan is released to you. You’ll see the date on your Welcome Letter. If this day falls on a bank holiday or weekend, the repayment will be made on the next business day.

Can I choose the date to make my repayments?

Yes, of course. Just call us on 0800 169 2000, after you’ve made your first repayment, and let us know which day of the month is best for you. Repayment date changes are limited to one per calendar year.

How do I make my monthly repayments?

We require you to make your monthly repayments by direct debit, unless we agree otherwise. Your direct debit will be set up from the bank / building society you have chosen during your application.

If you want to change the bank account from which your repayments are paid please contact us on 0800 169 2000.

What if I can’t make my monthly repayment?

If you are struggling to keep up with the repayments on your loan for whatever reason, we are here to help. It is important that you call us on 0800 169 2000. Our experienced advisors will talk you through the options available.

There are lots of organisations that can provide confidential, impartial and free help and advice. More information can be found in our leaflet ‘Are you in financial difficulties?’.

If you are already in touch with an organisation that is giving you financial advice, please let us know and we can deal with them directly.

Can I take a payment break?

No. We’re sorry, but you can’t take a payment break with our loan.

If you are struggling to keep up with the repayments on your loan, we are here to help. Please contact us on 0800 169 2000. Alternatively, there are lots of organisations that can provide confidential, impartial and free help and advice. More information can be found in our leaflet ‘Are you in financial difficulties?’.

What should I do if I need to change my personal details?

If you need to inform us of any changes to your personal details, please call us on 0800 169 2000.

Can I pay my loan off early?

Yes, you can settle your agreement early in full or in part, at any time.

If you wish to pay off your loan in full you will firstly need to request a settlement quotation by calling us on 0800 169 2000.  

To make a partial settlement you can call us to make a debit card payment. As a result of any repayment we will reduce the term of your agreement unless you tell us otherwise. 


How do I find out how much my outstanding loan balance is?

If you ever want to find out the outstanding balance of your loan account, simply call us on 0800 169 2000. 

What format can I receive my loan documentation in?

We can provide documentation in braille, large print or audio on request.  If you require documentation in any of these formats, please call us on 0800 169 2000.

What is an APR?

APR is the Annual Percentage Rate (APR) and is used to describe the overall cost of money borrowed.  It takes into account the interest rate, when it is charged (daily, weekly, monthly or annually), any fees charged when setting up the loan and any other costs applicable to the loan. The APR makes it easy to compare different loan products across the market.

What is a Representative APR?

The Representative APR is an APR at or below which an advertiser reasonably expects most people who apply for this product will get.

Will I receive the advertised APR?

The APR you receive may vary from the advertised rate. This is the representative rate which we expect most people who apply to get.

The rate you are offered will be a personalised rate based on your current individual circumstances including credit information held about you by the credit reference agencies, the loan amount you borrow and length of time you borrow for.


0800: All calls to 0800 numbers are free of charge whether made from a landline or mobile phone. Calls may be monitored or recorded for training and compliance purposes.