Customer Support

You can apply to Family Finance by completing an online application form here, by discussing this with your local agent if you are a current customer, or by calling 01495 726565 and they will explain the easiest way for you to apply.

You must be over 18 years of age, be a resident within our geographical catchment area and have a regular income. In addition, you cannot have been declared bankrupt nor had a DRO or IVA in the past 12 months. If you have an IVA currently in place, you will need to obtain permission from your IVA supervisor before obtaining any new credit over £500.

Before granting you credit, our lending partner, Family Finance, will need proof of your income and expenditure to assess affordability. If you do not have a bank account, please get in touch with us to discuss options available, as our lending partner, Family Finance, still may be able to help.

Click here to see our affordability assessment.

Family Finance will require proof of income, such as your most recent wage slip or benefits letter and proof of your regular monthly outgoings (bills etc). They also require proof of ID and address. This can include photographic ID, bank statements, utility bills and benefits letters.

Family Finance, the lending partner acting on behalf of Family Vision, conduct affordability assessments as a responsible lender, in line with the rules of the Financial Conduct Authority. Family Finance will use this information to determine whether they think you can afford to repay the credit agreement. An affordability assessment is a straightforward series of questions and checks, to establish that the credit agreement is both right and affordable for you. By reviewing your current income and outgoings, they establish whether your repayments will be sustainable throughout the term of the agreement as where possible they would like to avoid you getting into financial difficulty.

Yes. Circumstances can change and our lending partner, Family Finance, need to establish that the agreement is both right and affordable to you at the time.

Not unless the application is a joint application, in which case both applicants are expected to complete the affordability assessment and provide evidence.

You will be notified in writing if your application is declined. This will include the reason why.

Yes. All loans are registered by Family Finance with both Experian and Equifax The payment information is then updated every month. The information provided will show whether you are in arrears but will also include whether you have set up an arrangement to pay.

All of the information we take is used to help us either process your application or for the running of your account. Full details can be found in our privacy policy.

There are a number of websites available to help you understand what benefits you may be entitled to. These include:

https://www.entitled.co.uk/?utm_source=BAdviser&utm_medium=referral&utm_campaign=GovUK

https://benefits-calculator.turn2us.org.uk/

https://www.betteroffcalculator.co.uk/

Managing a budget can be difficult, but there are free apps available to support you in managing money or understanding where you spend most. The apps will assist in creating a budget, recognising high-cost areas of your spending, provide tools to help you set aside savings, and some give hints on how you can reduce your costs.

https://snoop.app/
https://withplum.onelink.me

https://emma-app.com

We offer a full range of household white goods, furniture, and consumer electronic products. We have friendly staff who will help you choose and can often source a particular product you may have in mind, even if not advertised on our website.

Goods are available for cash or Family Finance credit (subject to status) on flexible terms. Please ask us for more information on 01495 726565 or email fvenquiries@familyvision.ltd.uk. Working with our lending partner, Family Finance, we act as a broker to provide the goods whilst they provide the credit to enable you to get the items you want.

We work with our lending partner, Family Finance, who offer ‘rent-to-own’ hire purchase agreements over a period of 1-3 years for you to purchase Family Vision goods. The exact terms will depend upon your personal circumstances and on the affordability assessment undertaken by Family Finance. This is to ensure the repayments are affordable for you.

This is a type of borrowing called ‘hire purchase’ – you don’t own the goods until you have paid in full. If you fall behind with payments, or have financial difficulties such that you cannot pay, you may be able to return the goods to your lender, Family Finance. They also have the right to repossess the goods if you stop paying.

‘Rent-to-own’ is a specific category of ‘hire purchase’ which has to ensure that the interest rate on the agreement is not too high. The total amount you pay for the goods never exceeds double the cash price (including delivery etc charges). Additionally, the price of the goods is checked against at least 3 other retailers to ensure it is competitive, in a process called benchmarking.

The cash price of the goods will always be provided up-front. If you want to pay for your purchase with finance from Family Finance, you will pay more. Use the repayment calculator above for the cost of borrowing. There are no initial set up charges and you will never be asked to pay any upfront payments prior to our lending partner, Family Finance, offering you a credit agreement. The only cost is the fixed interest charge and a small ‘option to purchase’ fee with the last repayment

We are required by law to set the price of each product we sell in line with other ‘mainstream sellers’ to ensure you pay a fair price. We use a process called benchmarking where we compare every product with at least 3 other national/independent retailers and set the price to reflect this. We do this regularly to ensure you always get value for money when purchasing from us.

We deliver Monday to Friday.

Delivery charges apply and are as follows:

2024 Prices

• Sofas – £129.00
• Large Furniture, (sofas, beds, dining etc) – £49.95
• Large appliances (white goods, cookers) – £36.50
• TV’s – £19.95
• American-style refrigeration/Range cookers – £82.50
• Smaller items of furniture – £49
• Small SDA’s, microwaves, audio, , PC/Tablet/Desktop – £6.99
• Mobile Phones – 6.99

Delivery charges can be paid upfront or added to the credit agreement with Family Finance. Please note, if the delivery charge is added to the agreement, then interest will also be applied to that. The total amount payable (TAP) will be calculated on the cash price of the goods plus the delivery price (& the option to purchase fee).

Some goods may already be in stock and will aim to be delivered within 2-5 working days of your credit agreement being signed. Those that need to be ordered in will have individual delivery times which will be discussed at the point of order. For items such as sofas & some furniture this can be up to 16 weeks.

This will depend on the circumstances as to why the last loan ran over term and confirmation via the affordability assessment that your current situation will allow for your new repayments to be sustainable throughout the term of the loan and that you are unlikely to get into any undue difficulties.

Yes, we will still consider all applications. Your credit file is just one of the factors we will take into consideration when making a decision to give you credit so don’t let that put you off.. Other factors will be your income and outgoings and if you have any previous record with us. Our goal is to try and help those most in need get back on track and provide a line of credit to customers that may not be able to use mainstream lenders due to previous poor decisions. Please see the “what is your interest rate” tab below where all interest charges are explained or visit our payment calculator.

You must have a regular income and the ability to repay the loan on time. Our lending partner, Family Finance, will consider current and previous credit history as part of the affordability assessment. We obviously cannot guarantee that everyone who applies will be successful.

You can still apply if you have a CCJ. CCJs are considered and will be assessed as part of the affordability process, but our lending partner, Family Finance, doesn’t automatically refuse people with CCJs Click here to learn about CCJs.

Click here to learn more about CCJ’s.

There are different payment options available including payment through a standing order, Continuous Payment Authority (CPA), cash, debit card and bank transfer.

No. Debit card only. Family Finance does not allow credit to be used as a method for repaying credit.

Click here to learn more about CPA Collections & Card Payments Policy

No. There are different payment options available including payment through a standing order, Continuous Payment Authority (CPA), cash, debit card and bank transfer.

Our lending partner, Family Finance, offers monthly credit agreements usually over 1-3 years, depending on their affordability assessment and your circumstances.

Your first repayment is normally due within 1 month of you receiving the goods.

Yes, you may choose to pay electronically if you prefer.

If you miss a payment then this can be caught up the next time or during the term of the agreement. If you miss payments you will be contacted by someone within the Family Finance collections team to establish the reasons why and agree on a way to resolve them. Please remember that your payment data is sent to Credit Reference Agencies each month so repeated misses could negatively affect your credit score and consequently your ability to borrow in the future.

Just contact Family Finance on 01495 717171 or your local agent and they can ensure you receive a revised settlement figure that may include an early settlement rebate of charges. There is no charge added for early settlement.

Yes just contact Family Finance on 01495 717171 on your local agent and they can ensure you receive a revised settlement figure that may include an early settlement rebate of charges. There is no charge added for early settlement.

Click here to find out about early settlements.

Click here to see more about breathing space.

Click here to learn more about IVA’s.

Click here to find out about NOSIA & defaults

Stop Loan Sharks has been around for 20 years, fighting illegal money lending and supporting borrowers.

Research by IPSOS suggests more than 3 million people have borrowed from an unlicensed or unauthorised lender in the last 3 years.

Stop Loan Sharks research shows that many borrowers don’t try to find help until 4 years after they first take out a loan from an illegal lender.

Did you know 38% of people helped by Stop Loan Sharks had previously sought debt advice? Many haven’t mentioned the loan shark debt at first – out of fear, shame, or thinking no one could help.

Talking to a debt advisor can be the first step to you breaking free. They can refer you to Stop Loan Sharks for specialist support who will help you in the journey back to financial freedom.

Here are some real words from borrowers who took that brave first step and reached out to Stop Loan Sharks for help: “It feels like a massive weight has been lifted.” “You just understand and haven’t been judgemental.” “After reporting you came back really quickly which put my mind at rest.” “The person on the hotline created an immediate bond with me. I feel so much better.”

Being in debt to a loan shark is more than just a financial burden – it can be a terrifying, isolating, and emotionally draining experience. For many, it feels like being trapped in a nightmare with no way out.

Illegal lenders thrive on fear and silence. They don’t just lend money – they trap people in a cycle of intimidation and psychological control, leaving victims too afraid or ashamed to ask for help. But help is out there.

You may fear the consequences or blame themselves for getting into this situation. You may worry they won’t be believed, or that things will only get worse if you speak up. The Stop Loan Sharks team members understand this, and they want to make sure people realise they are not alone and there is a way out.

In 2024, nearly half (49%) of people who reached out also reported mental health struggles – the highest level recorded to date. That indicates the emotional damage caused by illegal money lending.

Taking that first step might be scary, but it can also be the turning point. It’s the start of a journey back to freedom – financially, emotionally, and mentally – and the sooner that step is taken, the better.

If you have borrowed from unauthorised lenders contact Stop Loan Sharks (details below).

What happens if I contact Stop Loan Sharks?

Stop Loan Sharks officers are a team of professionals, trained to offer confidential, compassionate support tailored to the differing needs of borrowers. They also have the powers to investigate and ultimately prosecute loan sharks. When someone calls the 24/7 helpline (0300 555 2222), a real person will answer the phone. It’s not a call centre or a recorded message, just someone ready to listen and help in any way they can. You may decide you’re not ready to act yet and that’s ok, they can call for advice, think things over, and reach out again when they’re ready.

You can talk to them anonymously. They understand that callers may be worried or scared. You may prefer to use Live Chat or WhatsApp messaging rather than speak on the phone and that’s also fine, those options are available along with email or text. Stop Loan Sharks officers are even happy to meet and chat in person about options and the support available.

What happens if I want to report a loan shark?

The Stop Loan Sharks officer will simply take as much detail as you can give and begin a discreet investigation. The call will always be treated in complete confidence. They may need more immediate support with debt or another issue. The officer can connect them with the right organisations that specialise in financial advice and emotional support. You are free free to contact Stop Loan Sharks again when you feel ready to take the next step. There’s never any pressure or judgement. Just support delivered at their pace.

The Stop Loan Sharks team is available 24/7. No call centres. No scripts. Just real people who care.

How do you contact Stop Loan Sharks?

• Call in confidence on 0300 555 2222

Social media handles

• X / Twitter @SLSEngland
• Facebook @StopLoanSharksEngland
• Instagram @StopLoanSharksEngland
• LinkedIn @StopLoanSharksEngland
• TikTok @StopLoanSharksEngland

Scammers target vulnerable people. Below is some advice to help you avoid scams.

Loans

If you’re experiencing financial difficulties and may be considering a short-term loan, you may be vulnerable to loan fee fraud.

Loan fee fraud occurs when someone pays a fee upfront for a loan they never receive. It’s an increasingly common scam with people losing £274 on average.

These three points are clues that it could be a scam:

• If you’re asked to pay an upfront fee.
• If you’re asked to pay quickly.
• If you’re asked to pay in an unusual way, such as vouchers or money transfer.

Family Finance never charge loan fees (set charges for a loan). All charges (interest) are included in your weekly or monthly repayments.

If you are getting a loan elsewhere always check that the loan provider is authorised by the FCA before you borrow by visiting register.fca.org.uk
If you think you’ve been contacted by an unauthorised firm or individual trying to scam you about a loan or have any suspicions about a financial service you have paid for, you should report it to the FCA by calling them free of charge on 0800 111 6768 or report it online here

Doorstep Crime

Doorstep crime refers to rogue traders, bogus callers and distraction burglary. Family Finance may call on you to empty your meter or if your account is in arrears but there are also those that aim to exploit people in their homes. This type of crime includes people that knock on your door offering fraudulent services, being overcharged for services, as well as false use of logos or ID that appear to be genuine.

Criminals often target when they believe their victims are in a more vulnerable state, and therefore more susceptible to being taken advantage of. There are many situations in which a person could feel more vulnerable than usual, such as a bereavement, the aftermath of severe weather, or even just being in a rush. Criminals may also take advantage of people who are looking for a trades person for the first time, such as for roofing repairs or home extensions. The homeowner may have no prior experience of costs, materials and regulations associated, which is an area that criminals would try to exploit.

Criminals use a variety of doorstep tactics to try to get you part with your money or let them into your homes.

Some of these tactics include:

• Charging huge amounts for the work or goods.
• Damaging your property deliberately in order to get money.
• The quality of the work can often be poor, take longer than necessary, or never be completed in full.
• They may sometimes pose as utilities officials or doorstop salespeople.

Friendsagainstscams.org.uk have produced a leaflet to raise awareness of these scams:

• Leaflet Download

During the pandemic, rogue traders adapted to the fact that they could no longer knock on doors by moving online. They targeted people through retail websites where they can create profiles and search for people to target, offering too good to be true prices to gain a response. If you are being offered something that seems too good to be true, it often is. Don’t be rushed into making a decision.

Many rogue traders have created fake profiles to target people with their fake services. Always do your research. Consider checking with your local authority for any relevant trader schemes where available.

Preventing Criminals

• • Criminals may be deterred from approaching your property if you make it clear that they are not welcome.
  • Consider looking into doorbell cameras for extra surveillance if you are concerned.
  • Create a ‘no cold calling’ sign to put in your window or consider checking with your local authority to see if they have any stickers available.

Report concerns through Action Fraud on 0300 123 2040

Get further advice from Citizens Advice on 0808 223 1133

A power of Attorney (POA) gives legal power to one or more persons to allow them to make decisions on behalf of a person (you, the customer) if you are no longer capable of making decisions for yourself, or do not want to. The person given this permission are called ‘attorneys’ and the person giving permission is you the customer. Usually, attorneys are someone close to you such as a family member or a close friend, but people acting in a professional capacity such as solicitors or local authorities can also be made attorneys.

General or Specific Power of Attorney
General Power of Attorney (GPA) gives you an attorney the legal authority to act for someone while they are mentally capable. This might include making sure your account is paid while you are at the hospital. You can limit a GPAs power to deal with the things you want them to. If you lose the ability to make decision in your own best interests (become mentally incapacitated) we are no longer able to accept a GPA we would need a Lasting Power of Attorney(LPoA).

A Lasting Power of Attorney (LPA) is set up to allow an attorney to take care of you(the customers) health and/or financial needs when the time is right. There are two different kinds of LPA:

• A health and welfare LPA allows an attorney to make decisions on medical care, living arrangements, and your daily routine. This can only be put in place if you are no longer mentally capable..
• A property and finance LPA allows an attorney to manage your bank accounts, pension, benefits, and any property owned by you. This can be put in place whether you are mentally capable or not.

We cannot accept any legal power of attorney notifications that are more than a year old without checking with them. We only need to hear about your LPA if you need help managing your finances.

What can an attorney do?
If you, the customer, lack capacity the attorney can operate the account as if they were the account holder themselves. You can choose to have more than one attorney on your account but they must make it clear whether the attorneys will act ‘jointly’ or ‘joint and severally’.

An attorney can do the following on your behalf:

• Make payments as long as they are acting solely, or “jointly and severally” in the case of multiple of multiple attorneys.
• Close accounts that are no longer needed.
• Manage the customers mortgage.

An attorney cannot do the following on your behalf:

• Apply for additional forms of borrowing, for example loans or purchases.
• Act outside terms set out by the account holder in the Power of Attorney document.
• Change ownership of the account or add new parties to the account.

What if i have given someone POA?
Please send a copy of the POA legal document to enquiries@familyfinanceltd.co.uk so that we can upload that onto your account and make a note of it. Alternatively call us on 01495 717171 and we can talk you through the legal requirements.

If someone claims that they have PoA for your affairs, we would have to verify this. We should request that they send a copy of the legal document. We would require medical evidence if they claim that your current situation varies to that on the legal document. When we have confirmed
that legality of PoA we will deal with your PoA rather than you. Your PoA will be responsible for ensuring your account is paid and all statements and correspondence will be with them.

An attorney can be added to a joint account with written permission from the other joint account holder, unless the PoA is for both account holders.

A Power of Attorney will no longer apply on sole accounts once the account holder has passed away. The executor of the will, will look after the account holder’s estate. For joint accounts, the Power of Attorney would remain in place only if the PoA was for the surviving party.

You can request the removal of a PoA from your account, if you still have mental capacity. You will also needs to send in a signed letter. The PoA document will remain valid and could still be used by an Attorney, so to avoid this, we recommended that you revoke this with the Office of Public Guardian.

You can apply for the right deal with benefits of someone who cannot manage their own affairs because they’re mentally or severely disabled. Only 1 appointee can act on behalf of someone who is entitled to benefits (the claimant) from the Department for Work and Pensions (DWP)
An appointee can be:

• an individual, for example a friend or relative
• an organisation or representative of an organisation, for example a solicitor or local council

An appointee is responsible for making and maintaining any benefit claims. You must:

• sign the benefit claim form
• tell the benefit office about any changes which affect how much the claimant gets
• Spend the benefit (which is paid directly to you) in the claimant’s best interests
• tell the benefit office if you stop being the appointee, for example the claimant can now manage their own affairs
• If the benefit is overpaid, depending on the circumstances, you could be held responsible.

Who you phone to apply depends on the benefit:

• Attendance Allowance-contact the Attendance Allowance helpline at Disability Service Centre</li?
• Disability Living Allowance-contact the Disability Living Allowance helpline at the Disability Service Centre
• State Pension-contact the Pension Service
• Personal Independence Payment (PIP) – contact the PIP enquiry line
• all other benefits-contact Jobcentre Plus
• There’s a different process for tax credits.

Contact DWP immediately if you want to stop being an appointee. Phone the benefit office that deals with the claim – the number will be on any letters they’ve sent you.

We are sorry that you have experienced this loss and we will do our best to support you through this difficult time. Either call us on 01495 717171 and we will guide you through the process or follow it using the questions and answers below.

Is your agreement in:

• Joint names
• Their names
• Your name only

See Below

Joint – If the account is a joint agreement, you will continue to be responsible for it. We understand this may have placed additional strain on your finances so give us a call on 01495 717171 and we can talk through some temporary support we may be able to offer you.

Their Name– If the account was in your partners name, you are not responsible for for paying the account but before we can take any action we need some more information.

• Death Certificate – please take a photo and send a copy to enquiries@familyfinanceltd.co.uk
• Estate

– in the email with the copy of the death certificate let us know whether they left an estate as the outstanding balance should be paid from the estate. Once we receive this information we will update your account and we will be able to advise you of the action taken and the account status.

Your name only – If the account is solely in your name, nothing has changed however we understand this may have placed additional strain on your finances so give us a call on 01495 717171 and we can talk through some temporary support we may be able to offer you.

Further advice or support on the loss of a loved one can be found here.
You may also find Tell Us Once Helpful. Click Here It is a service that lets you report a death to most government agencies in one go(HMRC, DVLA, Passport Office & Local Council).

Our lending partner, Family Finance’s interest rate is fixed 33% flat per annum. This works out at 73.50% APR over 1 year; 70.20% over 2 years and 66.20% over 3 years. Use our Loan Calculator to see an estimate of your interest and repayments

Representative example

No late or hidden charges apply during your agreement. Delivery Charges Apply – see “What will I pay for Delivery?”

At the heart of a first class service is the person who matters most – you. That’s why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our service for everybody.

If you are not satisfied with a service we have provided, you can contact us via phone, email, letter or in person. We will do our best to resolve your complaint immediately. If we can’t do this, we will aim to deal with your complaint by next working day. Sometimes, it may take longer to fully investigate your concerns.

We aim to deal with your complaint as quickly as possible and to your satisfaction. If you are not happy with the response you receive from us, please contact the person who handled your complaint, they will then discuss the next steps with you. If your complaint is resolved within 3 working days, we will send you a summary response communication by email or letter. (The same method of communication you used to contact us).

If you are unable to resolve the matter within 3 working days we will write to you within 5 working days confirming that we have received and will investigate your complaint, and then send you either a final response or a thorough report on our progress within eight weeks/

Call: 01495717171
Email: complaints@familyfinance.co.uk
By post, or in person: Family Finance Ltd 93 Commercial Street Tredegar NP22 3DN

If you are not satisfied with our final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint. They provide a free, independent service for our customers and aim to resolve disputes with financial firms. They will only deal with your complaint if you have given us the opportunity to put matters right. So please contact us first and we will do what we can to help.

Click here to view our jargon buster.