Existing Personal Loan customers

Find help & support with managing your Personal Loan

Post Office Personal Loans are provided by Bank of Ireland UK. Post Office Limited is a credit broker and not a lender.

Help and support

Managing your loan

Early settlement

Help with repayments

Top up loans

Coronavirus information

Managing your loan

Can I choose the date to make my repayments?

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

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

How can I make a payment towards outstanding arrears?

What if I am aware of a change in circumstances that may impact my ability to repay my loan?

Early settlement

Can I pay my loan off early?

Yes, you can settle your agreement early in-full or in-part, at any time. Please be aware if you make an early settlement in full, we will charge up to 58 days' interest.

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.

What is an early settlement?

Your Post Office Loan is regulated by the Consumer Credit Act 1974 (CCA) which gives you certain protections and entitlements when entering into a credit agreement. One of these entitlements is that you can choose to repay your loan either partially or in full before the end of the term you originally signed up for. What is the difference between a Partial and Full Early Settlement?

• Partial Early Settlement – This is where you make a payment towards the sum you owe to us which is over and above your normal contractual monthly repayment amount. There is no limit to the number of early settlements you can make during the term of your loan and there is no minimum or maximum amount you can pay.

• Full Early Settlement – This is where you pay the full amount you owe to us and clear your loan before the end of the original agreed term.

In both cases, you will be entitled to a rebate (further information on rebates can be found below).

How do I make a payment?

You can make a payment in either of the following ways:

• By telephoning us and using your debit card

• By Bank Transfer, once a settlement quote has been obtained. You must include your agreement number as a reference on your payment so that we can correctly apply the payment to your loan.

Do I need to cancel my direct debit when I make a full early settlement?

Help with repayments

Can I get help if I get into financial difficulty?

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

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.

Top up loans

What is a top up loan?

How do I top up my existing loan?

Coronavirus Information

Please be assured that we will help all our customers impacted by coronavirus.

If you're struggling with your finances due to the coronavirus crisis we can talk about your current circumstances and what support we can offer you. Information on the support available to you can be found in our FAQs or please call us on 0800 169 2000.

Contact us about support and queries

Call us

0800 169 2000

We are available: Monday to Friday: 8am - 7pm; Saturday: 8am - 2pm; Sunday and bank holidays: closed.

Customer complaints

0800 169 2000

We are available: Monday to Friday: 8am to 7pm; Saturday: 8am to 2pm; Sunday and bank holidays: closed.

Customer Services Department, Post Office Loans Customer Service Team, PO Box 246 Sheffield, S98 1QD.

If you want to make a complaint, you should first speak to or write to the person or department that has provided the service you would like to complain about. You can ask us for a copy of our full complaints procedure. We can usually settle your complaint straight away. If we cannot settle your complaint straight away, we will tell you how long it will be before we can give you an answer. If you are unhappy with the response you receive from us, please contact Head Office by calling us on 0800 169 2000. We will take the details of your complaint, and pass it to the right person, who will contact you within two working days.

If you choose to write to us, we will reply within 5 working days of receiving your letter. We will always deal with your complaint as quickly as we can and aim to settle it within 15 working days. However, in some cases it may take us a little longer. If this is the case, we will keep you up to date with our progress by sending you a further letter within four weeks of receiving your complaint. If we have not been able to deal with your complaint within eight weeks of receiving it, we will write to you and explain the stage we have reached and what we plan to do next. If at this stage you are not happy with the progress we have made, you can complain to the Financial Ombudsman Service.

If you refer your complaint to the Financial Ombudsman Service they will be able to tell you whether or not they can look into the complaint for you. The service is entirely independent and is free of charge to consumers. Ask us for a leaflet, or contact the Financial Ombudsman Service at: The Financial Ombudsman Service Exchange Tower London E14 9SR Phone: 0800 023 4567 or 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk.

Existing Personal Loan customers

Help and support

Help with repayments

Coronavirus Information

Call us

Customer complaints

Phone

Post

Making a complaint