Know more about your loan before you buy…
You can decide to take a Direct Line Loan out with or without Payment Protection. Details of each are contained within the Terms and Conditions Documents. These include details of repayments and dates, cancellation rights, the benefits of payment protection where relevant and any exclusions that apply. The Dealing with Debt leaflet is responsible reading for all, and especially helpful for anyone worried about making repayments.
When a loan is confirmed we will send you a personalised Loan Agreement to accompany these documents.
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All Direct Line Personal Loans are provided by The Royal Bank of Scotland plc trading as Direct Line, 250 St Vincent Street, Glasgow, G2 5SH.
Eligibility Requirements
- Over 22s only
- Available in Scotland, England and Wales
- Not available for business or investment purposes
- Repayments must be made by Direct Debit
- Loans for holidays are repayable over not more than 24 months
- Rates depend on circumstances and loan amount.
Direct Line's APRs
The typical APR is the rate (or lower) at or below which, it is expected that at least 66% of customers will receive. However, we use a process called 'credit scoring' that reviews the information you provide during your application regarding your personal circumstances and the loan amount you require.
This information provides an overall score, which is then used to determine an APR based on your personal circumstances and the loan amount you want. This allows us to offer loans at a range of APRs to people that other lenders may turn away.
A typical example
We use a 'typical example' so you can see how much you would be required to repay each month and the total amount you would pay back for a loan amount at our typical rate.
If you apply online for a personal loan of £10,000 over 60 months is £200.27 per month. The total amount payable would be £12,016.20. The typical APR is 7.7% for loans from £7500 to £14,999.
Whichever method you choose (internet or phone), when you apply for your loan, we will tell you exactly which APR we can offer you.
When you take out a Direct Line loan, we will send you a voucher for an extra discount of up to 10% off our best car insurance price (5% in year 2). You’ll have 12 months to claim your discount if you want to – your voucher will tell you how to do this. It’s valid for new and existing car insurance customers. Direct Line car insurance is underwritten by Direct Line Insurance plc.
Loan Payment Protection
Eligibility requirements
It is important to check that you qualify for the cover. To qualify you must, on the start date:
- Be aged 18-70;
- Be named on the agreement as the insured person
- Be working (including self-employment) for at least 16 hours per week, in the UK, or where applicable. You are on statutory maternity or paternity leave, maternity or paternity absence; or retired.
In relation to a joint loan application, Loan Payment Protection is only available for the first named applicant.
For details of cover depending on your employment status and age please see Section 3 of the policy document.
Important
The cover is subject to exclusions, all of which are fully explained in Section 4A and 4B titled 'What Are You Not Covered For' in the policy document. Listed below are the significant exclusions and limitations for your information.
| Type of cover |
Significant Exclusions and Limitations
|
| Unemployment |
- Knowledge of impending Unemployment
- Unemployment occurring during the initial exclusion period of 30 days
- Voluntary resignation/redundancy
- You must register with the Department of Work and Pension to be able to claim
- Self employed and not ceased trading
|
| Accident and Sickness |
- Related to a normal childbirth or pregnancy
- Medical operations or treatments not medically necessary
|
| Life, accidental death and Major Illness cover |
- Suicide in the first 12 months
- Alcohol and drugs related
- War
|
| Accisental injury |
- Engagement in Hazardous Activities
|
| Hospitalisation |
- Alcohol and drugs related
|
Accessibility
Direct Line has a variety of facilities in place to ensure that as many visitors and customers as possible can use our services.
Cooling Off Period
If you are not entirely satisfied with the protection provided you may within 30 days of the start date, cancel your cover and receive a refund of any premium paid: providing no claim has been made. Please see your policy document for more information on how to exercise your right to cancel.
Phone
Direct Line supports the Typetalk and Text Phone services for people with specific communication requirements. To use Typetalk, please prefix the number 18001 before the number you wish to dial.
For example:
18001 + area code + number.
To use Text phone, please call 0800 056 5781. Alternatively Direct Line will deal with anyone who has Power of Attorney for you, should you be unable to contact us yourself.
Print
Direct Line shall also be happy to send you any of our brochures, letters or statements in Braille, large print or audio, upon request.
The Banking Code
Direct Line subscribes to The Banking Code, copies are available on request. For further information or to view The Banking Code, visit the Banking Code Standards Board website.
How we can help?
Direct Line is committed to providing the highest standard of customer service to all our customers. However, if we fall short of this standard, we would like you to tell us, so that we can do everything possible to ensure your complaint it is dealt with quickly and fairly.
How to complain by telephone
Please contact the Loans Helpline on the following number:
Call: 0845 246 8247
Lines open: 8am-9pm Monday to Friday, 9am-5pm on Saturday and 10am-5pm on Sunday.
If our Customer Advisors are unable to resolve your complaint, we will arrange for the relevant person to investigate the complaint on your behalf and reply to you as quickly as possible.
How to complain by letter, email or fax
Please write to, email or fax your complaint to Customer Feedback at the address provided below.
If your complaint involves a third party
If you have a complaint relating to any third party referred to you by Direct Line, you should still phone our Helpline, or write to us at the address provided.
You should address your complaint to:
Customer Feedback
Direct Line
250 St Vincent Street
Glasgow G2 5SH
E-mail: !GOBBGLACustomerTeam@rbs.co.uk
Fax: 0141 308 4026
Financial Ombudsman Service
The Financial Ombudsman Service has been set up by our regulator, the Financial Services Authority, to provide consumers with a free, independent service for resolving disputes with financial firms. If we have been unable to resolve your complaint within 8 weeks, or we have issued you a final response, you can refer your complaint to the Financial Ombudsman Service.
Or, if all reasonable avenues to resolve your complaint have been exhausted, we will send you a "final response" letter. This will allow you to refer your complaint to the Financial Ombudsman Service, who, once contacted, will liaise with Direct Line on your behalf. The Financial Ombudsman Service will then inform you directly of their decision.
The Financial Ombudsman Service contact details are:
 The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone enquiries: 0845 080 1800
Fax enquiries: 0207 964 1001
Email: enquiries@financial-ombudsman.org.uk
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