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Customer charter

We?re there when you need us


At MYJAR, we are committed to providing clear, simple loans responsibly and to be there when you need us. We’ve tried to design our loans to be as flexible as you need them to be because we understand that not everyone is the same and people’s financial needs change over time.

Here’s what we promise to do to keep things fair and simple for our customers:

  • We’ll deal with you fairly, openly and honestly. We’ll be clear, really clear. Our products will always be simple to understand and we won’t hide behind small print or jargon.

  • We’ll explain upfront how the deal works, how to repay it and what will happen if your loan isn’t repaid on time. We only lend to people who have a regular income. And we encourage you only to borrow manageable amounts based on your income and your borrowing history with us. We’ll use the information you provide us with and other public information as well as our own credit scoring to check that you can afford the loan you’ve applied for.

  • We will monitor your account so if we are concerned about how much you are borrowing or how often, we will let you know. We’re upfront about the fact that short term loans are not a solution to financial difficulties or your long term borrowing needs. We won’t let our customers have more than one loan outstanding at a time because that can lead to unmanageable debt. So if ever you want to re-borrow from us, your last loan must be repaid first.

  • We will never encourage you to borrow more than you can afford to pay back and before we make a lending decision we undertake an affordability check for each loan we make.

  • If you can’t repay your loan on time we’ll do everything we can to help. This might include giving you a bit more time to pay us back or reducing your charges.

  • We always aim to get back to you the same business day that you contact us.

  • We’ll tell you where you can get free independent help if you have financial difficulties and we will work with your advisers if you want us to.

  • If we need to use debt collectors to obtain repayment of our loan we’ll make sure they act sensitively and fairly with you. They will never try to push borrowers to pay more than they can afford.

  • We train our staff carefully and they will do their best to give you the best possible customer service. We monitor calls and correspondence to make sure that our staff live up to this promise.

  • If you are ever dissatisfied in any way we’ll make every effort to sort things out for you. If you complain we will be fair in deciding what to do and we will always listen to your side of the story.  Find out more about our complaints process here.

    Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk