Administration

What does the appointment of Joint Administrators mean for Loans at Home customers?

Following the appointment of the Joint Administrators:

  • There will be no new loan lending activity
  • All outstanding loans remain subject to the terms agreed with Loans at Home and customers should continue to make payments in the usual way according to the Company’s terms and conditions, all payment channels (except our branches) remain available at this point

The Company continues to be regulated by the Financial Conduct Authority (‘FCA’) and the Joint Administrators are in contact with the FCA as appropriate, supporting customers and claimants where possible during this period.

We would like in these uncertain times to do our utmost to ensure the wellbeing of Loans at Home customers.

Your loan should be repaid as agreed when you took it out. The existing terms and conditions entered into continue to apply.

We will continue to collect your repayments as normal. Customers who typically would pay via home visits by field agents are encouraged to continue to do so, however a number of quick and easy remote pay options are available including the LAH app, please visit our website https://www.loansathome.co.uk/existing-customers/ or call the Customer Relationship Centre on 0800 011 4490 who can assist you in paying remotely.

I am owed money by S.D. Taylor Limited trading as Loans at Home. When will I receive what I am owed?

If you have submitted an affordability claim prior to the Joint Administrators’ appointment and that claim is subsequently agreed, you will be an unsecured creditor of the Company and may be entitled to a distribution once all assets have been sold or realised.

Distributions to creditors are made in the following order. The costs of realising assets will be paid first. Any amounts owing to secured creditors are then settled, followed by employee claims and unsecured claims (such as providers of goods and services and affordability claims). If, after paying the costs and amounts due to the secured creditors, there are insufficient funds to pay remaining claims, creditors may not receive a distribution.

Will I still be able to access my account during the administration?

The Joint Administrators will continue to provide access to the website and customer account information to allow you to access your account at the Loans at Home website www.loansathome.co.uk

Can I change my contact details?

Yes, please visit our website www.loansathome.co.uk or contact the Customer Relationship Centre on 0800 011 4490.

What can I do if my question has not been answered in this FAQ section?

We will continue to update the FAQs during the administration. If your question has not been answered in this FAQ section and you are a Loans at Home customer, please contact your local field agent, visit our website www.loansathome.co.uk or contact the Customer Relationship Centre on 0800 011 4490. Please be aware that we are expecting a large volume of queries and you may therefore not receive an immediate response.

Loan repayments

Do I still need to repay my loan?

Yes. The terms and conditions of all loans remain as agreed when the loan was taken out and payment is due in line with the agreement to S.D. Taylor Limited (in administration) trading as Loans at Home.

How do I repay my loan?

Your loan should be repaid as arranged when it was taken out.

The payment methods are set out below:

Field agent: As agreed with your local field agent

Pay By Freephone: contact our Customer Relationship Centre on 0800 011 4490

You can make an automated payment or speak to an Operator from our Customer Relationship Centre. You will need your debit card, customer number and date of birth.

Online Payment: Log in to your customer account to make a secure online payment:

  • Log in to your Loans at Home or register to create an account
  • Follow the on-screen instructions to pay securely online

Customers that fail to pay per the existing terms and condition their lending agreement may impact their credit rating.

Further payment method details can be found – www.loansathome.co.uk/existing-customers/

There will be no change to the bank details to which you should make payment. If you receive any requests to make payment to any other bank accounts, please do not make any payment to the alternative account(s) and instead inform our Customer Relationship Centre immediately on 0800 011 4490.

Never give personal or account details to anyone who contacts you unexpectedly.

What will happen if I don’t repay my loan on time?

The terms and conditions remain as agreed when the loan was taken out. For more information, please visit the Loans at Home website https://www.loansathome.co.uk for more information or phone the Customer Relationship Centre on 0800 011 4490.

Can I take out a new loan or add additional funds to my existing loan?

The Joint Administrators are not writing any new loans from the date of the administration appointment.

I started an application pre-appointment, but the process did not complete. Can I complete my application?

Any customers whose lending application did not complete prior to the cessation of lending will not be able to complete their application post-administration. The Joint Administrators are not writing any new loans. If you have any questions in relation to the status of your application, please contact our Customer Relationship Centre on our freephone number 0800 011 4490.

COVID-19

The COVID-19 situation continues to change and evolve. Loans at Home appreciate the impact and uncertainty that it is having on our customers. We are here to offer our support whilst maintaining the safety of our customers, agents and employees and will continue to provide great customer service.

To ensure your safety you may find that we are unable to visit your home to collect your loan payment.

To make it easier to manage your Loans at Home account, you can access the customer app on either Apple Branch and Google Play Branch – please find the links below:

Download on the App StoreGet it on Google Play

The app will allow you to see all the key information about your loan, including your balance, recent payments and allow you to make a payment. If you have not used the app or portal before you can register here – myloansathome.co.uk

We fully appreciate the impact COVID-19 may be having on your wellbeing, this might be because:

  • you or someone you care for is sick
  • you need to self-isolate
  • you work in a sector that has been or is likely to be hit by the economic disruption caused by the virus

If you are concerned about your account please contact your agent or call our Customer Relationship Centre on our freephone number 0800 011 4490. We will work with you to support any potential vulnerabilities and offer forbearance solutions if needed, we are here to understand the changes you may have to your circumstances and look at the options available to you. Where appropriate we can draw up an affordable repayment plan designed to help you repay your loan in a manageable way.

How can I pay my account balance?

You can sign up to our customer portal, myloansathome.co.uk, here you can manage your account remotely. It is easy to use and allows you to stay up to date on all of your account information. You can pay Loans at Home in a number of ways including debit card, continuous payment authority, standing order or cash.

Please note collections may be restricted or prohibited due to COVID-19 guidelines, please check with your local agent.

Redress

Am I eligible to make a claim?

If you believe that you were provided with an unaffordable cash loan agreement(s) (unaffordable agreement) through Loans at Home you may have an eligible claim. For more information, we suggest you visit guidance notes from the Financial Ombudsman: www.financial-ombudsman.org.uk/businesses/complaints-deal/consumer-credit

How do I make an affordability claim?

In due course, if the Joint Administrators are able to make a payment to those who are owed money for unaffordable agreements (unsecured creditors), we will contact all customers and ask them if they wish to make a claim. All current affordability claimants who have notified the company of their claims do not need to take further action at this time. You do not need to take any action at this stage.

Do I need to use a Claims Management Company (CMC) or third party to make my claim?

No. If the Joint Administrators request you to make a claim, you can make claims directly to the Company.

A Claims Management Company (‘CMC’) or third party can also help you submit a claim. It is up to you if you want to use one. If you decide to use a CMC, please make sure you understand the scope of their services and how much the service will cost you before agreeing to its service.

I have already received confirmation that my affordability claim has been agreed and the amount that I will receive. When will I receive this?

Claims for which a customer has not received payment but has been notified that they are entitled by a Final Response Letter (‘FRL’) will now be considered as an unsecured creditor for the value of the FRL offer. If the Joint Administrators are able to make a payment to unsecured creditors (unsecured creditors) we will contact you and ask if you wish to make a claim. You do not need to take any action at this stage. Further updates will be posted to the Loans at Home website when available.

Will the FSCS pay my claim if the Company’s does not?

No, the FSCS do not cover claims under consumer credit agreements. See https://www.fca.org.uk/publication/consultation/cp16-42.pdf

If I have previously received an affordability payment from the Company, can I claim again?

You cannot claim twice for the same agreement. If you previously received an affordability payment from the Company, then the historic agreements will not be considered again. If you took out further agreements from the Company after your previous redress payment, if the Joint Administrators request you to make a claim, you may now submit a claim for these new agreements if you believe these were unaffordable.

What should I do if I am approached by someone saying they work for the Company’s or Grant Thornton or the Joint Administrators and want to help me submit a claim?

Customers will not be approached by Grant Thornton or the Company staff directly to assist in submitting a claim.

Do not give details of your claim to anyone who approaches you, alleging that they work for Grant Thornton or the Company, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence, you have received please contact the Customer Relations Centre on 0800 011 4490.

What should I do if someone has indicated they can ensure I can get a higher claim amount, but I have to pay them a fee first?

The Joint Administrators are under a duty to treat each claim equally. Every claim will therefore be assessed in the same way, irrespective of who submits the claim. As mentioned previously, customers do not need to use a Claims Management Company (‘CMC’) or third party to submit a claim. Using a CMC or third party will not accelerate the claims process, nor entitle you to a higher claim amount. It may also expose you to charges that may be deducted from any final payment you might receive.

Will anyone ask for my bank details?

We may ask you to confirm that your previous bank details are still valid and give you the opportunity to update your bank details (eg if you have closed/changed bank accounts), however, we will do so through the usual LAH customer verification process. Further proof of ID and other supporting evidence will be required at a later stage of the administration appointment.

Where can I get additional advice?

If you would like advice about how to manage your debts, you can do this for free by contacting:

Citizens’ Advice Bureau:
Website: www.nacab.org.uk

Step Change:
Telephone: 0800 138 1111
Website: www.stepchange.org

National Debtline:
Telephone: 0808 808 4000
Website: www.nationaldebtline.co.uk