Customer Support

Family Vision supplies your goods on credit via its partner lender Family Finance Ltd


We appreciate that life changes can impact our customers circumstances in various ways. Our relationship with our customers helps us to identify and understand the pressures and issues some customers may face.

If you have any particular needs which you want to make us aware of, please let us know.

If your circumstances have changed and you are worried that you won’t be able to keep up with your loan payments now or in the future please contact your collector or the Family Finance Customer Support Team 

Tel: 01495 717171
(lines are open 9am-5pm Monday to Friday) (9am-12 Noon Saturday)

We have considered a number of areas which you may find helpful. Please click on the boxes below to find out more. If you would like to notify us of any problems you are experiencing please click the customer support request button below.

Click here to see more about breathing space.

Click here to learn more about CCJ's.

Click here to find out about early settlements.

Click here to see how we can support you in difficult times.

We understand that in some cases it may be beneficial for our customers to gain professional support to help manage the challenges that they face.

We have created a list of organisations providing specialist help, to make it easier for you to get the support you need.

Please view the list below to access contact details and links for a range of professional support organisations, and remember to speak to us as early as possible about your situation. We will always try to help.
Life Events

Click here to find out about NOSIA & defaults

Click here to view our jargon buster.


A. We 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. This is to ensure the repayments are affordable for you.

A. 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 the lender. The lender also has rights 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.

A. Our 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.

Here is a representative example of what you would pay for typical goods:

12 Months

24 Months

36 Months

Product Price £715.32

Product Price £715.32

Product Price £715.32

11 Monthly Instalments of £79.28

23 Monthly Instalments of £49.48

35 Monthly Instalments of £39.54

Number of months 12

Number of months 24

Number of months 36

Total Amount Payable £952.36

Total Amount Payable £1188.52

Total Amount Payable £1424.44

Final Payment (incl. £1 option to purchase fee) £80.28

Final Payment (incl. £1 option to purchase fee) £50.48

Final Payment (incl. £1 option to purchase fee) £40.54

Rate of Interest (fixed per annum) 56.22%

Rate of Interest (fixed per annum) 54.32%

Rate of Interest (fixed per annum) 51.88%

Representative Annual Percentage Rate (APR) 73.50%

Representative Annual Percentage Rate (APR) 70.20%

Representative Annual Percentage Rate (APR) 66.20%

A. No late or hidden charges apply during the course of your agreement with us. Delivery Charges Apply (See Question 20)

A. 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.

A. You must be over 18 years of age, be a resident in the UK 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.

A. You can apply by completing our online application form here (insert link), or by discussing this with your current collector if you are a current customer, or by calling 01495 726565 and we will explain the easiest way for you to apply.

A. We offer monthly credit agreements usually over 1-3 years, depending on the affordability assessment and your circumstances.

A. Once an application is approved, one of our sales team will be in contact to arrange the signing of your credit agreement, set up automatic payment and or explain other options to pay and to arrange an agreed delivery time

A. If the application is not approved, the sales team will be in contact to explain why. A letter of confirmation will also be sent explaining how to contact any credit reference agency used during the process.

A. The cash price will always be provided up-front. See repayment calculator for the cost of borrowing.  What we can guarantee is that there are no initial set up charges and you will never be asked to pay any upfront payments prior to us arranging a credit agreement. The only cost is the fixed interest charge and a small ‘option to purchase’ fee with the last repayment. These are added to the loan value which is shown as the total amount payable (TAP) see the loan calculator example.

A. We accept repayments by cash or via a slot meter (which we can install) but many of our customers now prefer to pay by debit card or continuous payment authority. Before granting you credit, we will need proof of your income and expenditure to assess affordability, which is most often supplied via customers’ bank account information. If you do not have a bank account, please get in touch with us to discuss options available, as we still may be able to help.

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

A. Yes. CCJ’s are taken into account and will be assessed as part of the affordability process, but we don’t automatically refuse people with CCJ’s.

A. Yes. All loans are registered with both Experian and Equifax The payment information is then updated every month.

A. Some goods may already be in stock and will aim to be delivered within 2-5 working days of your 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.

A. Your first repayment is normally due 1 month after you receive the goods.

A. Just contact our office or your collector and we will give you a revised settlement figure that may include an early settlement rebate of charges. There is no charge added for early settlement.

A. We deliver across South West England, Wales and the Borders on Mondays to Fridays.

Delivery charges apply and are as follows:

2023 Prices



Large Furniture, (sofas, beds, dining etc)


Large appliances (white goods, cookers)




American style refrigeration/Range cookers


Smaller items of furniture


Small SDA’s, microwaves, audio, , PC/Tablet/Desktop


Bikes, Christmas trees & ride on cars


Mobile Phones


Delivery can be paid upfront, or added to the credit agreement. 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). The TAP on credit will never be more than double the ‘cash’ price of these.

A. We conduct affordability assessments because we are a responsible lender. 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, we can best establish that your repayments will be sustainable throughout the term of the agreement and that you don’t get into any undue difficulties.

A. Yes. Circumstances can change and we need to establish that the agreement is both right and affordable to you at the time.

A. 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 don’t get into any undue difficulties.

A. No. The assessment is just about you. Where the application is a joint application, both applicants are expected to complete the affordability assessment and provide evidence.

A. We require proof of income, such as the most recent wage slip or benefits letter and proof of your regular monthly outgoings (bills etc). We usually require a minimum of 1 month’s bank statement. We also require proof of ID and address. This can include photographic ID, bank statements, utility bills and benefits letters.

A. No. Whilst the home collection service will remain for the entirety of the agreement, you will have the option to pay by debit card, Continuous Payment Authority or standing order.

A. We will provide you a collector. They will call on a day and time convenient to you. You can pay either by cash or debit card to the collector. Alternatively, you can set up a Continuous Payment Authority (CPA) and have the money paid directly from your bank account, without the need for a caller.

A. No. Debit card only

A. Yes. We will always offer the home collected service; however, you may choose to pay electronically if you prefer.

A. If you miss a payment then this can be caught up the next time or during the term of the agreement. If you repeatedly miss payments you will be contacted by a manager to establish the reasons why and agree a way to resolve. Please remember that we do send your payment data to Credit Reference Agencies each month and so repeated misses could negatively affect your credit score and consequently your ability to borrow in the future.

A. No. We do not charge any missed or late payment fees. The only charge is the credit interest that was added at the outset

A. Contact us immediately. We always show forbearance in these circumstances and we will work with you to find a repayment plan that is affordable and allows for your change in circumstances.

A. Yes. We inform two credit reference agencies, Experian and Equifax of your credit agreement details and payment history on a monthly basis.

A. We would suggest that you contact one of the “not for profit” debt counselling services such as, Stepchange or National Debtline.

A. We are authorised and regulated by the Financial Conduct Authority (FRN 730529). We are also members of the Consumer Credit Association (CCA). Consumer Credit Trade Association (CCTA) and Finance & Leasing Association (FLA).

A. We always try to provide the best possible levels of service to our customers but in the event that you are dissatisfied and wish to raise a complaint, you should contact us-
By telephone: 01495 726565
By email at:
By letter to: FAO Head of Compliance, Family Vision Ltd, 19-21 Commercial Street, Tredegar, Gwent, NP22 3DH

We always deal with your concerns ourselves. However, 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 then ask the Financial Ombudsman Service to review your complaint free of charge. For more details regarding the Financial Ombudsman Service please see below

The Financial Ombudsman Service, Exchange Tower, London, E149SR
08000 234567