What happens after I've reported an issue?
As soon as you’ve reported an issue, your payment schedule is paused for up to 21 days. This is so we can review all available evidence and investigate the issue.
Once we’ve completed our investigation, we will inform you of the outcome via email. We will then automatically close the investigation and update your payment schedule in one of the following ways:
- Provided your issue is not upheld, your payment schedule will be resumed. Any payments that would have occurred during the payment pause will become payable shortly after.
- If your issue is upheld, a full refund will be granted on the amount already paid.
- If your issue is upheld but the refund is partial, we will deduct the refund amount from your remaining repayments and your payment schedule will resume.
