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My payment was not accepted, why?


There are times when a payment has not been successfully processed when entered, this may be because the transaction was interrupted for some reason, perhaps your internet browser timed out before it had completed.

The first thing to try would be to log out of the Online Account Management site, sign in and try again. If this still doesn't work, either try again at a later stage or call us on 0371 402 8905. Calls may be recorded. Calls charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.

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How do I sign off?


The sign off button is in the top right corner of the screen. Clicking on this will ensure your session is closed securely.

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I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?


No, we are unable to split payments across more than one agreement or account. Where you are paying by any other payment method other than direct debit please ensure that you make separate payments for each account you hold with us quoting your full card number or agreement number.

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What do I need to quote as a reference when making payments?


Please quote your full card number or agreement number when making payments for where you would like the payment allocated.

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Is there any further information if I’m worried about my personal finances?


Email us on customerenquiries@creation.co.uk

Phone us on 0371 402 8905

Write to us at the below address

Creation Consumer Finance Limited
Chadwick House
Blenheim Court
Solihull
West Midlands
B91 2AA

Please ensure that you supply your Account Number and/or Agreement Number on any correspondence. Calls may be recorded. Calls charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.

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How can I pay?


Direct Debit

By setting up a monthly Direct Debit, you don’t need to worry about remembering to make repayments- just set it up once and your repayments will be taken regularly. You also have protection under the Direct Debit Guarantee.

Online

The easiest way to manage your account is using Online Account Management. You can make payments, view transactions and update your details securely. If making a payment through Online Account Management, please allow three working days for the payment to reach us.

Telephone

Fixed Term: 0371 402 8905

Insurance: 0371 376 9200

Please have your account number to hand when you call. Calls may be recorded. Calls charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.

Bank Transfer

Transfer funds to us using the following sort code and account number. Make sure you include your Creation account number and agreement number as reference. You will find this on your contract and in the welcome documents you received.

UK Customers

Republic of Ireland Customers

Account name: Creation Consumer Finance Limited

Sort code: 30-00-02

Account number: 01324050

Account name: Creation Consumer Finance Limited

Sort code: 90-00-17

Account number: 58626946

 

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Can I pay more than my regular monthly repayment or pay additional amounts to reduce my account balance?


You can increase the amount of your monthly payment or make additional payments at any time to reduce your account balance and shorten the term of your loan.

You will not incur any charges in doing this however we suggest you contact our Customer Services Centre before doing so, to discuss the options available to you.

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I have a 'Buy Now Pay Later' Account, when do I have to settle the balance before incurring any interest charges?


You will be sent a reminder letter before expiry of the “Special Offer Period” as stated on your credit agreement.

This letter will specify the balance on your account at that time and the amount needed to settle your account (including any settlement fee payable) before incurring any interest charges.

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What are the card charges?


  • Credit card – 4% fee of the amount you are paying
  • Debit card - £3 fee on top of what you are paying
  • No fees for Republic of Ireland card payment
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What types of cards do we accept?


UK

  • MasterCard credit card
  • MasterCard debit card
  • VISA debit card
  • VISA credit card
  • VISA Electron
  • Switch
  • Maestro
  • Solo

ROI

  • MasterCard credit card
  • VISA debit card
  • VISA credit card
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How long should I allow for my payment to reach you?


Payment Method

Days to reach us

Days to clear with us

Bank transfer

Up to 5 working days

5 working days

Cheque

3-4 working days to reach us

3 weeks to clear

Card payment online or over the phone

Funds cleared instantly

Funds cleared instantly

Standing order

Up to 5 working days

5 working days

Postal order

3-4 working days to reach us

3 weeks to clear

Bankers draft

3-4 working days to reach us

3 weeks to clear

 

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How do I update my name / address / contact details?


Log onto www.creation.co.uk, select My Account and follow the login instructions.

Click on the ‘Personal Details’ tab on the navigation bar, this will take you to a page where you can update your personal details – you do not have to complete all the fields, only those that you want to change. Once you have completed your changes and checked you are happy with them, click on the ‘Submit’ button.

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How do I change my Direct Debit details?


Log onto www.creation.co.uk, select My Account and follow the login instructions.

Click on the ‘Personal Details’ tab on the navigation bar, the fields you need to complete for your banking details are towards the bottom of the list. Once you have completed your changes and checked you are happy with them, click on the ‘Submit’ button.

 

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I would like to change my password, how do I do this?


To ensure the security of your details and the finance agreement(s) you hold with us, we are not able to allow any changes to your password.

If you forgot it, we can email it you as a reminder at any time – just click on ‘Forgot Password’ link on the main Log In page. We will email you within 2hrs of receipt of your request.

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My last payment is not showing, why?


Any payment that you have made towards a finance agreement you hold with us may take up to 48hrs to display on your Online Account Management. If it is still not showing after 48hrs, please email us via the email form on the Contact Us page.