Covid 19 Status

In line with HM Government requirements to fight the spread of Covid-19 we have measures in place to ensure that we protect our staff, their families and the wider community, but also to ensure that there is minimal disruption to our customers.

Your access to online Multi Agency Credit Reports, Expert Help and Account Management remains unaffected. We take great pride in the support that we provide to our customers and throughout this period will do all we can to minimise the impact on our services. While the country remains in lockdown we will continue to support your queries via a dedicated and experienced team that will be securely working from home, and supported by a Management Team that will continue to be based at our head office and who will be able to provide customer support as required.

The security measures that we have in place to protect your Personal Data, in line with our Privacy Policy, will mean that some elements of our personalised support are affected during this period as our support team will be working with anonymised data when working remotely. Freephone access to our Credit Analysts has been removed during this period while we focus our efforts on continuing to reply to all of your emails and secure messages within one working day.

Thanks for your understanding, and we hope to have full customer support available as soon as possible and wish you well during these challenging times.

Cooling Off Period

What is a Cooling Off Period?

A Cooling Off Period is time allowed under law to enable a consumer to cancel an agreement without incurring any penalty. In consumer credit, the Cooling Off Period permitted by the Consumer Credit Act 1974 as part of your Right to Withdraw is 14 days.

Previously, the 14-day period only applied to forms of credit taken out in person at the business premises (e.g. at a bank or store). Credit taken out online, by phone, or mail order was restricted to a 7-day Cooling Off Period. Nowadays, thanks to the rise in popularity of 'Distance Selling', 14 days is used as a blanket period for all forms of borrowing.

If you are entitled to cancel a credit agreement, you must be sent a cancellation notice within the Cooling Off Period explaining that you have the right to cancel the agreement. A cancellation form will be enclosed with the notice and you can use this (or write a letter) to cancel the agreement. Should you decide to cancel, the cancellation must be sent to the lender within five days of receiving the notice, preferably by recorded delivery. A telephone call will not normally be sufficient.

It`s worth noting that if the trader has failed to provide you with the required information about your right to cancel, then the Cooling Off Period will be accordingly longer. You may require legal advice on this issue. Always check the terms and conditions of the contract.


Q: Can I return anything within 14 days?

A: No. There are a number of exceptions to the 14 day Cooling Off Period that prevent people making returns if they change their mind; that includes perishables, CDs that require a wrapping seal to be broken, personalised items or something that requires a deposit. You may also find that most private sellers do not adhere to Cooling Off Periods.

Q: Does the Cooling Off Period apply to cars, mortgages and other big purchases?

A: Rarely. If you change your mind when in the house buying process, you’ll need to withdraw as early as possible. When buying a car, if you’ve paid a deposit, it is taken as a sign that you have committed to buy the car and breaking the agreement will lose you the cost of the deposit.

Jargon Buster

Use the links below and the resulting list of terms on the right to locate the term you are looking for. If you can't locate it, please get in touch.

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