Payments and transactions
Managing your payments for FlexPay, like any credit product, is very important – and we’re here to help.
Manage your Payments
Keeping on top of what you must pay, and when you pay it, means you keep your account up to date, you avoid paying extra credit costs and you protect your credit history.
Your FlexPay account lets you pay for multiple purchases using instalment plans or using your flexible credit on a monthly basis.
To help you understand what makes up your monthly payment, here’s some key terms you need to know.
Credit limit:
This is the total amount of credit you have available to use on your FlexPay account.
You can use this limit to pay for your purchases using instalment plans available in your account, or simply use this as flexible credit to pay.
Instalment plan:
This is the payment plan you may have used to make a purchase.
This requires a fixed monthly payment to be made each month to cover the cost of your purchase and has a fixed end date.
Main balance:
When you use your flexible credit to make purchases, the amount you use is called your main balance.
There’s no fixed date to repay this balance. You can choose to pay the full main balance after it appears on your statement, or pay just the contractual minimum payment for your main balance (this may cost you more and take you longer to repay.)
Contractual minimum payment:
This is the minimum amount you must pay by your due date each month.
It is calculated as 1% of the full balance you owe, plus any interest and default charges.
If you only make this minimum payment each month, it may cost you more and take you longer to pay your balance.
Scheduled payment:
This is the minimum payment you must make to keep your instalment plans and keep your account up to date.
This includes your monthly instalment plan payments and the contractual minimum payment for your main balance, and any additional interest and charges applicable to your account.
Statement date:
This is the date your statement is issued - you can see this in the Online Account Manager and your app, and a copy is sent to your registered email address.
Payment due date:
This is the date by which your payment must reach us. You can find this information in your statements as well as by logging in to your Online Account Manager or your app.
Setting up a Direct Debit on your account is the best way to make sure your payments are timely, and you don’t incur any additional interest or charges due to missed or delayed payments. Missed payments may also lead to the loss of your instalment plans.
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Using a Direct Debit is the best way to keep in control of your FlexPay account - here’s what you need to know.
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No Direct Debit? See the other payment ways you can use to stay on top of your FlexPay account
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Missing a payment or not paying the full amount due can cause you problems - see more details
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If a FlexPay purchase isn’t what you expected or hasn’t arrived, we’re here to help.
More about payment dates and amounts
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Yes, you're able to amend your payment due date up to twice per year.
It can take us up to 5 working days to update your payment due date. If your payment date is within 5 working days, your date won't be changed and you'll need to pay on the date you currently have.
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You must pay the contractual minimum payment each month. You'll find this on your monthly statement. The contractual minimum payment will be 1% of your outstanding balance, plus interest and any fees and charges. If this is below £5, your contractual minimum payment will be £5.
Remember, if you have instalment plans, you must pay the scheduled payment to keep them running. The scheduled payment covers the contractual minimum payment and payments due under any instalment plans.
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To pay just the contractual minimum payment, you'll need to choose "Another amount" and type in the contractual minimum payment amount.
But remember, if you only pay the contractual minimum payment, you will have failed to pay the payments due under any instalment plans. All your plans will be cancelled and the amounts you owe us under those plans will be moved to the main balance and charged at the standard interest rate. You may also pay more in interest, and it will take you longer to repay your balance.
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Yes, you can make extra payments towards your outstanding balance at any time. Just make sure that you make at least the contractual minimum payment each month.
You also need to make sure any missed payments are paid straight away.
We must receive your payment by the due date that appears on your statement.
If you pay by Direct Debit, extra payments you make before your due date may also reduce your Direct Debit. This means that if you want to make extra payments, your payments must be greater than your Direct Debit and we won't collect a payment by Direct Debit that month.
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Yes, if you make only the contractual minimum payment each month it will take you longer and cost you more in interest to clear your balance, because you'll incur more interest on your FlexPay account.
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When you pay more than the scheduled payment in your statement, the extra amount will first be applied to your main balance.
Once the main balance is paid off, any money left over will be applied to the balances of any instalment plans you have, starting with the plan with the highest interest rate. Plans with the same interest rate will be paid from oldest plan to newest. -
If you pay more than the contractual minimum payment, but less than the scheduled payment, then your payment might be enough to cover the monthly payments due for some of your instalment plans.
We'll apply your payment to the plan with the highest interest rate first, up to the amount of the monthly payment due for that plan. If there's money left over, we'll then pay the plan with the second highest interest rate. We'll repeat this process for the other plans until there's no money left. If there are plans with the same interest rate, we'll pay the oldest plan first.
Any instalment plans that remain unpaid will be moved to the main balance. They’ll then be charged the standard interest rate starting from the next statement date, which may be higher than the interest rate that we applied to your instalment plan.
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The scheduled payment will be less than the total of the monthly instalment plan payments and the contractual minimum payment because your contractual minimum payment is calculated on your full outstanding balance, including your instalment plans.
This means that part of the monthly instalment plan payments due that month are included in your contractual minimum payment.
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If you return and get a refund for something you purchased using an instalment plan, the refund will first be used to pay off your instalment plan in full.
If the refund pays off the instalment plan in full, we will cancel the plan.
If the refund isn't enough to pay off the instalment plan, it may reduce the term but your monthly instalment plan payment will stay the same.
If the refund pays off the instalment plan and there is still money left over, we'll apply it to your other purchases in the order set out in your credit agreement.
Contact us
If you’d like to speak to us about FlexPay or you have money worries, we’re help to help. Here’s how to call us or email us if you need it.
Help and support
Getting help with the FlexPay product is simple -we want to make managing your account as easy as possible.