Frequently Asked Questions

1. I have a query how do I contact Creation Consumer Finance Limited?

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

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

5. What are the card charges?

6. What types of cards do we accept?

7. How long should I allow for my payment to reach you?

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

9. How do I change my Direct Debit details?

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

11. My last payment is not showing, why?

12. My payment was not accepted, why?

13. How do I sign off?

1. I have a query how do I contact Creation Consumer Finance Limited?

Email us on customerenquiries@creation.co.uk
Phone us on 0371 402 8905. Calls charged at basic rate. The number provided may be included as part of any inclusive minutes provided by your phone operator.
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.

2. How can I pay?

Go to www.creation.co.uk, register your details and login once you get your password via email. From here you can make payments, view information about your account, update your details and much more.

Call us on 0371 402 8905, and pay through our automated system. Calls charged at basic rate. The number provided may be included as part of any inclusive minutes provided by your phone operator.

Bank Transfer - Transfer funds to us using our sort code and account number. Make sure you include your Creation account number and agreement number as reference on the transaction. Please allow five working days for the payment to reach us.

United Kingdom customers
Sort code: 30-00-02
Account number: 01324050

Republic of Ireland customers
Sort code: 90-00-17
Account number: 58626946

3. 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.

4. 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.

5. What are the card charges?

There are no charges for making payments by Debit or Credit Card.

6. What types of cards do we accept?

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

ROI

MasterCard credit card
VISA debit card
VISA credit card

7. 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 but may take up to 48 hours to display on your Online Account Information
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

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

Go to www.creation.co.uk, select My Account and follow the login instructions.

Click on the ‘Update My 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, check you are happy with them, and then click on the ‘Save Address’ or 'Save Contact Details' button.

9. How do I change my Direct Debit details?

Go to www.creation.co.uk, select My Account and follow the login instructions.

Click on the 'View Accounts' tab on the navigation bar, then on the 'Update Bank Details' button at the bottom of the screen. You can update your bank sort code, bank account number and direct debit date. Once you have completed your changes, check you are happy with them, and then click on the 'Update Bank Details' or 'Update DD Date' button.

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

Having logged in, click on the 'Change my password' link on the left hand side and follow the instructions.

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

11. 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.

12. My payment was not accepted, why?

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

Log out of the Online Account Management site, log in and try again. If this still does not work, either try again later or call us on 0371 402805. Calls charged at basic rate. The number provided may be included as part of any inclusive minutes provided by your phone operator.

13. How do I log out?

The Log out button is in the top right corner of the screen. Clicking on this will close your session.