Questions?

We have the answers

Applying

I’m having trouble completing the application – can you help?

We can support you through the loan application process. Please telephone , send us an email or use our chat to let us know if you do not understand anything in the application or are not sure how you should respond. Our helpful customer support team will guide you through the application process.

If you are struggling with the browser or device , you may find the websites of these organisations can help you –

What details do I have to provide?

To apply, you need to provide the following details:

  • income details
  • personal details
  • bank account details
  • personal debit card details

The information you provide will help us to assess whether Creditstar’s service is right for you and to aid with the collection of loan repayments. We also need to confirm your identity so that security and speed are assured.

The data you provide us has to be accurate and current if you want to be considered for a loan.

What are Creditstar’s requirements for qualification?

As a responsible lender we will consider each application carefully. To qualify for a loan you need to be an employed UK resident with a regular income, at least 21 years old, have a UK bank account and debit card, a mobile phone number, an active email address and pass our credit and fraud checks. We value truthfulness in our customers so it is very important to register with accurate details.

How does Creditstar’s service work?

Once you have carefully considered applying for a loan, read all the pre-contract information and decided that our service suits your needs then:

  • Complete the one-off sign up on www.creditstar.co.uk
  • Choose the loan amount, period, repayment dates, complete the questionnaire and validate your personal debit card
  • Carefully read the Loan Agreement before signing

We will then do the rest of the work. We will carefully look through your application and perform credit checks. If you meet our requirements (see the next question) then we will contact you to finalise the application. All of this will be done quickly and efficiently thanks to our intelligent system, dedicated employees and professional credit reference agencies.

Why should I apply for a Creditstar loan?

We offer loans to help you cope with unexpected emergencies or when you are short of cash for your regular expenses. Our loans are meant for short term use only and are not suitable for long-term financial needs, so please consider carefully before applying.

Do you have a restriction on customer age?

We require all applicants to be over 21 years old.

Who can apply for a Creditstar loan?

If you are an employed UK resident with a regular income, at least 21 years old, have a UK bank account and debit card, a mobile phone number and an active email address then you can apply for a Creditstar loan. The only other requirement is that you have the means to repay the loan on the agreed date. If you are not sure that you will be able to repay in time, please do not apply.

General queries

What should I do if I want to cancel the Loan Agreement?

You have the right to cancel the Loan Agreement within 14 days. You may exercise this right by notifying us in writing by sending an email to [email protected] or a letter to us at Creditstar UK Limited, Mappin House, Oxford Street, London, Greater London, W1W 8HF, United Kingdom. You can also contact us from your Creditstar account.

If you cancel the Loan Agreement after having received a loan from us, you are still required to repay any outstanding balance to us including interest and transfer fees within 30 days of giving us the 14 day notice.

I have a loan from another short-term provider, can I still sign up with Creditstar?

As a responsible lender we will assess every application individually and perform credit checks. You can sign up with Creditstar, however we will not approve anyone with a bad credit record or who is experiencing financial difficulties. Our loans are designed to fix temporary money issues and are not meant for remedying long term financial problems.

If you are experiencing long term financial difficulties, please do not apply. Free debt charities like StepChange can help you with any financial problems you might have.

Will my credit rating be worse off if I take out a loan with Creditstar?

As a responsible lender, we are obligated to conduct credit reference checks as well as report the current standing of any account to credit reference agencies.

Making your loan repayments on time will not have a negative impact on your credit file.

Are you a regulated lender?

We are regulated by the Financial Conduct Authority (FCA) under registration number 675392. We are also registered under the Data Protection Act 1998.

How do you protect my financial data and personal details?

When handling the personal information of our clients we always follow all laws and the highest security requirements. For this purpose we use world-class technology and IT solutions. Creditstar does not give its clients’ information to third parties, unless required to do so by law or for debt collection purposes. Please read our Privacy Policy for detailed information.

Loan transfer and repayment

How do installments work?

Our loan term is from 6-12 months. We will collect the installments on the scheduled repayment dates from your registered debit card by using Continuous Payment Authority.

You are always welcome to repay the balance early as a single repayment. To repay your loan early, please contact us via phone or e-mail to determine your current balance.

Will you notify me once the repayment has been collected?

After successfully collecting the repayment we will send you an email.

What are your late repayment charges?

We do not apply any default or late payments fees to your account if you miss a payment.

What method do you use to transfer loans?

Creditstar uses the Faster Payment Service to transfer loans.

Will I be unable to apply for a future loan if I have previously made a late repayment to Creditstar?

We understand that life can be unexpected, whether you receive an urgent bill or a late paycheque. Every situation is different and we will review your account after a late payment and make a decision depending on your situation. Please remember that we always assess every loan request individually and reserve the right to decline any loan application.

How do repayments work?

Loan repayments are collected automatically on your scheduled payment dates. You may also request an early repayment at anytime by signing into your registered account or calling customer support.

We use Continuous Payment Authority to collect the repayment amount from your registered debit card. Collections will be made on your payment date. Alternatively, if your debit card is lost/cancelled you must make the repayments manually by bank transfer. Creditstar UK Ltd.


Account number: 04621883
Sort code: 04-00-72

To give you a reminder in advance, we will also send you a prior e-mail and text message 3 days before your due date.

Do you lend money on bank holidays?

Our loans services are not directly effected by bank holidays. As long as we are open we will be able to transfer funds. Our opening hours are Monday – Friday, 9AM to 5PM.

Why was my application declined even though I have a loan limit?

Opening a loan limit means that you have met the prerequisites to receive a loan within your loan limit. Nevertheless, we still conduct a separate solvency check for every loan application. For instance we check different debt registry databases. If we declined your application, it means that at the moment you do not meet the criteria necessary to receive a loan.

I have repaid my loan but I received a debt notice. Why?

Our databases might still show a debt if, you made the payment but the money has not yet reached us. In such a situation if you have any questions please contact customer service. A bank statement may be requested to correct the account status.

I have repaid my loan. When can I apply for another one?

Short-term loans are not meant for long-term use. You can apply for a new loan as soon as you’ve repaid your previous one. But remember that we will review every loan on an individual basis and no loan application is pre-approved.

Can I extend my loan?

We do not offer the possibility to extend our loans. If you are having problems paying back on time, please contact our customer service team before the next due date.

Do you accept early repayments on loans?

Yes! As a responsible lender we won’t penalise you for repaying a loan before your due date. To repay your loan early, please contact us via phone or e-mail to determine your current payoff amount.

When should I apply for a loan?

Short term loans are intended for unexpected short term needs, whether an unexpected bill or a late paycheque. Every situation is different, however our service is not intended for long term financial needs or for anyone experiencing financial difficulties. Our loans are intended to be repaid in a maximum of 18 installments over 18 months. Please consider your needs carefully before applying and never apply for more than you need.

If you are experiencing financial difficulties, please do not apply. Consider seeking advice from these free debt charities.
StepChange – www.stepchange.org, T: 0800 138 1111
Citizens Advice Bureau – www.adviceguide.org.uk
Money Helper – www.moneyhelper.org.uk, T: 0808 808 4000

Do bank holidays and weekends change the date for repayment?

If your income date falls on a weekend or a bank holiday, we will attempt to collect the payment on the working day before.

How long does it take for the money to reach my account once I have requested a loan?

Once your loan application is approved, we will transfer the funds to your account within 30 minutes. Please note that we issue loans only during our opening hours, Monday-Friday from 9:00 AM – 5:00 PM.

How do you send the funds?

If your loan application has been approved, we will transfer the funds into your registered bank account within 30 minutes using Faster Payments. Please remember that some banks have a 2 hour waiting period before the funds are made available in your account.

Popular Questions

Can I apply for a loan without having a personal bank account?

No. We cannot provide our services to anyone who is using someone else’s account or debit card due to financial security reasons.

Will I need to send any documents to support my application?

Sometimes we will request that you send us copies of bank statements from the last three months. We may also ask for other documents when necessary.

I have recently changed jobs, will you consider me for a loan?

If you are an existing customer, please log in to your account to change your details. We will review the changes you’ve made and advise you whether your new situation affects your eligibility for loans. If you are a new customer then you can complete the one-off sign up and we will consider your application.

Can I apply for a loan if I have bad credit?

As a responsible lender, all applicants will undergo a credit check. We reserve the right to reject applications from anyone who has been bankrupt, visited by debt collectors over the last 18 months or has a bad credit rating as short term loans would not be advisable under these financial conditions. We will review each application on an individual basis and will consider individual circumstances as appropriate.

Questions About Your Account

I made a complaint, but I am not satisfied with your internal review.

If you are not satisfied with our handling of your complaint you can contact the Financial Ombudsman Service. Please see our Complaints Policy for more details.

I have a problem paying back my loan, what can I do?

We understand that circumstances may change. Please contact us immediately via email [email protected] if you are having any problems repaying your loan. We are here to help and will work out a solution with you. We will approach each customer individually. If you are experiencing financial stress and need help, please seek advice from free debt charities.

I can not log in to my account.

To log in you will need your registered mobile number or e-mail and password. If you have forgotten your password, please use the link on the sign in page to reset your account password.

I want to receive another loan from Creditstar, will I need to register for a second time?

If you have previously had a loan from us, please simply sign into your account and submit a new loan request. You do not need to create a new account to apply for another loan.

We do wish to remind our returning customers that our loans are designed to fix temporary money issues and are not meant for remedying long term financial problems.

If you are experiencing long term financial difficulties, please do not apply.

How long does it take to update my account information?

It only takes a moment to submit the updated information. Once submitted, we will review all changes before they take effect. We will let you know once your details were successfully changed.

I have a new address, how do I change it?

Please log in to your Creditstar account and change the details in the “My Information” section. Once you have submitted the changes we will review the updates and let you know if your details were successfully changed.

I have changed my mobile number, what do I need to do?

Please log in to your Creditstar account and change the details in the “My information” section. Once you have submitted the changes we will review the updates and let you know if your details were successfully changed.

Registration

Does Creditstar charge for registration?

We do not charge for registration.

How much do calls cost?

Our phone support is available free of charge. However, there may be a connection fee depending on your phone network operator. Costs may vary, the usual rate is 9p-40p per minute. We also offer support by email or from our website if calling is not an option.

I am having problems with the activation of my account.

After you have completed the one-off sign up on creditstar.co.uk you will need to activate your account. In case of any problems related to the activation, please contact us by email [email protected] or telephone 02036957544.

Will I have to use a computer to apply for a Creditstar loan?

No, if you have internet enabled on your phone you can visit our mobile site at creditstar.co.uk and register without using a PC.

I can’t apply because your site says my details are already on your system, why is this?

Our system is designed to allow you to create a single Creditstar account for all your future applications. If you have created an account with us in the past, please use your existing account to submit new applications. Please do not use false information if your details are not being accepted as this will result in your account being declined. If you do not remember the details you used when you created your account, please contact our support for assistance.

If you have never used our service or suspect that someone else has used your personal details to submit an application, please contact us immediately. Please contact us by email [email protected] or by phone 020 3695 7544 so that we can review your account and resolve any issues.

I’m unable to finish my registration,what’s wrong?

Please review the details of your application carefully. Any incorrect or missing details will be highlighted in red. If you already have an account, please make sure you are using your existing account to submit new applications. If all your details are correct and your application is still not able to be submitted, please contact us by email [email protected] or by phone 020 3695 7544 for more assistance.

My application was declined. Can I apply in the future?

As a responsible lender we will consider each application carefully. If we declined your application, it means that at the moment you do not meet the criteria necessary to receive a loan. As it takes time to improve criteria necessary to apply for a loan, we will not accept a new application until a 90 day period has passed. Please log into your Creditstar account to see when you will be eligible to reapply with our service.

I have not received the account activation email.

Sometimes it could be that our message has been flagged as spam so please check your junk mail or spam folder. If this has occurred, please make sure that you mark messages from Creditstar as safe in your email. This will prevent our messages from being marked as spam in the future.

If you cannot see our message anywhere then it might be that you mistyped your email address during the registration process. If this is the case, please contact us by email at [email protected] to correct your details. Please make sure to include your full name and mobile phone number in the message.

Struggling to Pay

I’m going through a tough time – how can you help me?

Unexpected or difficult situations such as an illness, bereavement  or losing your job are distressing. Because of your circumstances you may be worried about not paying your Creditstar loan. 

Our specialist customer support team are here to help. They will take the time to listen to you and provide tailored support whatever your situation.

If at first you do not feel comfortable to speak on the phone then send us an email. 

More help is provided by the following organisations:

Age UK  – https://www.ageuk.org.uk/

British Deaf Association – https://bda.org.uk/

Royal National Institute of the Blind – https://www.rnib.org.uk/

Parkinson’s UK – www.parkinsons.org.uk 

Macmillan Cancer Support –www.macmillan.org.uk 

Marie Curie – www.mariecurie.org.uk 

Assistance with Mental Health

Alhzeimer’s society – https://www.alzheimers.org.uk/

Dementia – Dementia Information, About dementia – Dementia UK

In England and Wales

MIND Website https://www.mind.org.uk/

In Scotland

https://www.samh.org.uk/

 Gambling

https://www.gamcare.org.uk/ –  provide help and assistance for people with issues connected to gambling 

Help with Life Events

In addition to being able to help you with bereavement the Citizens Advice Bureau will be able to assist you with many other life events and provide other support.

Citizens Advice Bureau – https://www.citizensadvice.org.uk/

For support following a bereavement

National Bereavement Service – https://thenbs.org/emotional-support/the-experience-of-grief

Advice and support for carers –

Carers UK – https://www.carersuk.org/help-and-advice

Who can provide  independent help with my finances?

We understand that you may prefer to speak to some -one  who is independent of us and can provide free and expert help. They can advise on other debts you owe to other creditors, not just the debt you owe to us. There are a number of  specialist organizations who can  provide you with free, confidential and impartial advice on a range of debt related matters including:

General debt matters;

  • Your personal financial circumstances;
  • A  debt management plan with your creditors – which will enable you to repay your debts by manageable monthly payments
  • An Individual Voluntary Arrangement – where your creditors agree to write off part of your debt and you agree to repay the rest by instalments
  • Breathing Space – giving you protection from your creditors whilst you consider your options

These organisations will guide you through any procedures or explain any documents.

Organisations who can help include:

MoneyHelper who provide  free, unbiased and easy-to-access money tools, information and advice, visit www.moneyhelper.org.uk/en or phone 0800 138 7777. Their website includes specific help for those in money troubles.

Payplan provides specialist support to people in debt. They provide help online or over the telephone . They can give general advice on your financial position or guide you through a  debt management plan. PayPlan | Free Debt Advice and Free Debt Management. IVAs & DMPs  or telephone them on 0800 316 1833. Payplan also has a hub Financial Wellbeing Hub | PayPlan – which will help you set a budget and prioritise  your debts.

StepChange Debt Charity is a Government supported charity which provides.  free, confidential and independent debt advice for individuals who are not self-employed. You can speak to them on the telephone ( Phone: 0800 138 1111) or use their on – line portal.  www.stepchange.org.  They will ask you for details of your income and expenditure and then provide you with a budget. They can give you general debt advice or help you set up a  Debt Management Plan, Individual Voluntary Arrangement, apply for  Breathing Space protection or  a Debt Relief Order.

Citizens Advice Citizens Advice Bureaux provide free, independent and confidential advice to those who are not self-employed on their rights and responsibilities. To find your nearest Citizens Advice Bureau, check your local phone directory or visit the Citizens Advice website, www.citizensadvice.org.uk.National Debtline Free, confidential and independent debt advice for individuals who are not self-employed. You can speak to one of their experts by telephoning  0808 808 4000 www.nationaldebtline.org  , use their live webchat facility or  on – line web tool . They work with you to develop a your budget and how best to address your debts.

I’m struggling to make the loan repayments. Can you help me?

We understand that dealing with debt can be daunting and you may feel overwhelmed. But  the quicker  you contact us the more options you will have and easier it will be for us to help you . 

You can contact us by telephone , email or by using our Chat function – details are in our “ Ways to Contact Us section”. 

Whether you have experienced a sudden loss of income or if you are struggling with the Cost of Living crisis please remember that we’re here to help. 

Our highly experienced and friendly  customer support team will work with you to find a solution which is both affordable and which is tailored to your individual financial circumstances. 

Where possible we will set up a payment plan. A payment plan is where we both agree that you will repay your debt by a set amount over an agreed period of time. We will want to know about your financial circumstances and we will ask you to provide details of  your income and expenditure. This is to ensure the amount you pay under the payment plan is something you can afford after taking into account your other bills and liabilities. So the plan will be tailored to your circumstances. 

If during the payment plan your circumstances change and it becomes  difficult to repay the amount then get in touch with you and we will work to find an alternative solution. 

To make sure the plan remains appropriate we will periodically review it.

The loan process

How much can I borrow?

We provide loans from £500-£5000, depending on affordability checks. The amount you can apply for is determined by your credit score and any checks and evaluations we perform. Never borrow more than you need! We reserve the right to decline any loan application, irrespective of your previous history with our company.

Do you offer loans for longer than 6 months?

At the moment, the maximum loan period is 12 months. Our loans are meant for short-term use only and should not be used as a long-term financial solution.

Will you inform me once I have received the loan?

If approved, we will send you an email when we have transferred the funds. Depending on your bank, it may take up to 2 hours for the funds to be available in your bank account.

Will you inform me if my application gets accepted?

We will notify you via email and text message as soon as we have made a decision.

Do you offer loans over £700?

First time customers can apply for up to £500-£5000 , while returning customers can apply for up to £5000, depending on your Creditstar rating. For returning customers, the amount you can apply for is determined by your credit score and any checks and evaluations we perform. Never borrow more than you need! We reserve the right to decline any loan application or change your eligible limit at any time, irrespective of your previous history with our company.

How fast can I receive a loan from Creditstar?

Applications are typically reviewed within 1 hour of the application being completed.

If your application is approved, the funds will be transferred within 30 minutes of the approval. Be aware that depending on the receiving bank, it may take up to 2 hours for the funds to be made available in your account.

Please remember that we make loan transfers only during working hours, so if you request a loan after 5pm or on the weekend, your request may be processed till the next working day.

Ways to contact us

Do you have Chat?

Getting in touch with us is easy – simply use our live chat function . You will see the icon on each page of our website.

Do you have a postal address?

Our postal address is Mappin House, Oxford Street, London, Greater London, W1W 8HF, United Kingdom. However we do encourage our customers to send an email as this is much faster.

What is your email address?

You can contact us by email [email protected]. Our office hours are 9am – 5pm. We will respond quickly to your email.

What is your telephone number?

You can also call us on 020 3695 7544 .
Our telephone lines are open  12 – 4pm Monday – Friday or you can leave a message and a customer support agent will return your call as soon as possible.

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