Home FAQs I am a Welcome Finance customer

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I am a Welcome Finance customer

  • What is happening with Welcome and the FSCS?

    On the 2nd March 2011 the FSCS (Financial Services Compensation Scheme, a government agency) declared Welcome Financial Services ("WFSL") in default. This is because the firm is unable, or likely to be unable, to pay claims against it in relation to PPI and other Insurances. WFSL sold a substantial number of PPI and other Insurance policies to its customers, and a declaration of default opens the way for those customers, and any others who might have valid claims against the firm that are protected by the FSCS, to make a claim.

    The FSCS is now responsible for PPI and other Insurance claims against WFSL for all policies sold on or after 14th January 2005. The FSCS is responsible for all decisions on claims, which are made in accordance with FSCS rules.

    The agreement with the FSCS does not affect your repayments on any existing loan. You should continue to pay your account in line with your agreement.

    If you believe you have a claim to make please contact the FSCS Customer Services Team on 0800 678 1100 or 0207 741 4100.

  • What should I do if I have claims relating to policies both before 14th January 2005 and after 14th January 2005?

    If your claim relates to a policy sold before 14th January 2005 you should contact us directly on 0333 999 9510.  If you also have a claim relating to a policy sold on or after 14th January 2005 you will need to contact the FSCS Customer Services Team on 0800 678 1100 or 0207 741 4100.

  • I understand that there have been some changes to Welcome Finance, how does this affect my loan?

    Welcome Finance is no longer lending to new customers and is in the process of closing the business down. However, if you are already a Welcome Finance customer and have a loan with us, then these changes will not affect the terms and conditions of your original agreement. As Welcome Finance progresses the close down of the business your account may be sold on to another company. If this is the case, this is not a reflection of your account and you will be notified in writing. It is important that you continue to pay your account balance.

  • Can I make repayments on my loan at my assigned Welcome Finance branch?

    Welcome has a small number of offices you can visit at which payment can be made, the contact details can be found here.

    However, it is likely to be more convenient for you to pay over the phone by using one of the branch contact numbers on the homepage of this site or calling our 24 hour payment line.

  • I'm moving home, what do I need to do?

    You should let us know as soon as you know you are moving house. You can do this by contacting us.

  • My bank details have changed, what do I need to do?

    If your bank details have changed you should contact us as soon as possible.

  • Can I access my personal information?

    Please click this link to view or download a PDF document with the relevant information.

  • What should I do if I'm having difficulty making repayments?

    Should you encounter any kind of difficulty in relation to meeting your loan repayments either now or in the future please contact us so we can help. The more we know, the more we can do to help you.

    There are also free advice agencies you can contact who can help if you have difficulty making your payments to us such as:
    * StepChange Debt Charity - 0800 138 1111
    * National Debtline - 0808 808 4000
    * Money Advice Service - 0300 330 2222