* subject to details, conditions apply
*We can only deliver to the address on the finance application, if a different address is selected we will revert the delivery address back to the finance approved delivery address.
The finance option may be removed at any time during promotional periods. Please see the contact us page or email sales@tradefurniture.co.uk for an application via email for full price items.
Trade Furniture Limited acts as a credit broker not a lender and will introduce you to our finance partner/s to complete your application for finance.
Customer FAQs
Q1. How can I contact Duologi?
You can contact us by:
Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank holidays)
Telephone Options:
• Option 1: All Existing Customers with an active loan agreement.
• Option 2: All Existing Customers that need financial assistance or are in financial difficulty.
• Option 3: All New Customers – if you are making an application, have had an application
declined, or have not received your welcome pack.
E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5 working days,
so if you need to speak to us quickly, it is better to call us.
Post: The Square, Arena, Basing View, Basingstoke RG21 4EB
Q2. Will I be accepted for finance?
• Whether you are accepted for finance depends on several elements.
• We look at different pieces of information to help us make a decision.
• Some of this information is from your credit report.
There are certain conditions that must be met before you apply for a loan with Duologi.
You must:
• Be 18 years or over at the date of the application.
• Be no older than 75 years at the end of the loan term.
• Be a UK resident.
• Have 3 years of UK address history.
• Have an annual income of at least £10,000.
• Have a valid personal phone number and e-mail address.
• Have a good credit history with no late payments, county court judgements (CCJs), debt
relief orders, individual voluntary arrangement (IVA) or bankruptcies.
Q3. What is a credit check?
• A credit search, otherwise known as a credit check, is when a company reviews your credit
report. This is to see how well you’ve managed money or credit in the past.
• A credit check shows details about your finances, such as your existing debts and credit
available to you. It can also show any financial links you have with other people.
• A credit check will also show court records. This can include bankruptcies, payment defaults,
County Court Judgements (CCJs) and Individual Voluntary Arrangements (IVAs).
• Lenders use credit checks to help them decide whether to accept you for their credit
products.
For information on Credit Reports, see the following links:
• MoneyHelper – How to Check your Credit Report:
https://www.moneyhelper.org.uk/en/everyday-money/credit-and-purchases/how-to-check-your-credit-report
• Transunion – What is a Credit Report: https://www.transunion.co.uk/consumer/credit-education/what-is-a-credit-report
Q4. I’ve been told you need to make more checks – what do I do?
• We need some more information from you.
• We describe this as your application being ‘referred’.
• This means that an underwriter needs to make some additional checks on your
application.
• If we do need more information, we will get in touch, and let you know what information
we need.
If you have any questions about this, you can contact our Customer Services team by:
• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank
holidays (Make sure you choose Option 3)
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5
working days, so if you need to speak to us quickly, it is better to call us.
Q5. My application was declined – what do I do?
• We are sorry that we have not been able to provide you with finance at this time.
• There are several reasons why this could be, and we are not able to share specific
information about this.
• Duologi uses Transunion to assess credit applications.
• If you would like some further information about why this may have happened, we would
suggest you speak to Transunion.
For more information, please see:
• Transunion – Turned down for Credit: https://www.transunion.co.uk/consumer/credit-report-help/declined-credit
• MoneyHelper Guide: https://www.moneyhelper.org.uk/en/everyday-money/credit-and-purchases/what-to-do-if-you-have-been-refused-a-loan-or-credit-car
Q6. I am having trouble paying my deposit – what do I do?
We’re sorry to hear you’re having trouble with paying your deposit.
We suggest that you speak to the Retailer you are buying the goods/services from.
Or there are a few things you can try:
• Make sure that the card you are using is registered in your name and to the same address on
your credit application.
• Try a different payment card, in your name, and registered to the correct address.
• Don’t use a VPN when you are applying.
• Make sure you use a personal device (e.g., your own phone, laptop, tablet)
• Try a different browser, we suggest Google Chrome.
If you have any questions about this, you can contact our Customer Services team by:
• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank
holidays (Make sure you choose Option 3)
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5
working days, so if you need to speak to us quickly, it is better to call us.
Q7. Can I cancel my purchase?
• Whether you can cancel the purchase depends on the goods/services that you have
purchased.
• You will need to speak to the retailer you are buying the goods/services from. They will be
able to tell you if it’s possible to cancel your purchase.
• If the retailer informs us that your purchase is cancelled, we will then cancel your loan
application.
Q8. How do I get my deposit returned?
• Duologi does not take deposit payments. This means we cannot refund the deposit to you.
• You will need to speak to the Retailer you are buying the goods/services from.
• If you have any questions about this, or if the Retailer has not been able to help, please
contact our Customer Services team using the details at the top of this page.
Q9. Can I withdraw from the loan agreement?
This applies if you want to keep the goods/services but do not want to use Duologi finance to pay
for your purchase.
• If your loan is regulated by the Consumer Credit Act 1974, you have the right to withdraw
from the credit agreement, without providing any reason, within the first 14 days of the loan.
• You can request this either in writing or verbally.
• If you withdraw from the agreement, but the order has been fulfilled, you must repay the
amount owing, with any interest payable within 30 days from the date you tell us you wish
to withdraw.
If you wish to exercise this right, you will need to contact us by:
• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank
holidays) – Make sure you choose option 3.
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5
working days, so if you need to speak to us quickly, it is better to call us.
How do I know if my loan is regulated, or unregulated?
• A regulated loan is any loan that is interest bearing (e.g. 4.9%APR), or has a term of longer
than 12 months.
• An unregulated loan is any loan that is interest free (0%APR) and for a term of up to 12
months.
There is also some key wording on the top of your loan agreement that will tell you if the loan is
regulated or not.
A regulated loan will have ‘Fixed Sum Loan Agreement regulated by the Consumer Credit Act 1974’.
An unregulated loan will have ‘Fixed Sum Loan Agreement’ at the top.
If you have any questions about this, you can contact our Customer Services team using the details
at the top of this page.
Q10. Can I amend my order?
• Duologi is not able to make any amendments to your application/order.
• It is not possible to increase your order value, add goods to the order, or change the order
you have placed.
• You will need to speak to the Retailer you are buying the goods/services from, to see if this is
possible. You would need to do this before the order is fulfilled and the loan has been
activated.
Q11. I haven’t received my goods or services – who do I speak to?
• If you have not received the goods/services you have purchased, you should firstly speak to
the Retailer you are buying the goods/services from.
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• If we have written to tell you your loan has started, but you have not received your order,
please contact us and the Retailer immediately.
• If you have any questions about this, you can contact our Customer Services team using
the details at the top of this page.
Q12. I’m not happy with the service, how can I make a complaint?
• We’re sorry that you want to make a complaint.
• If your complaint is about the Retailer, you purchased goods/services from, please contact
them first. You are free to raise a complaint with us directly, if you prefer.
• If your complaint is about Duologi, please contact us as soon as you can, so we can try to
resolve this with you.
• You can find more information on how to make a complaint on our Complaints Page:
https://duologi.com/complaints/consumer-complaints/#faqs-nav
Q13. I don’t recognise your company and I am worried that I have been a victim of
fraud. What do I do?
We are sorry to hear this.
There are a few steps we would recommend you take:
• Contact our Customer Services team to explain the situation. We will see if we can help
resolve this or provide you with further information to help you to recognise the account.
• If you did not make the application, this will be referred to our Fraud team to investigate.
• You will also need to contact Action Fraud to log this with them.
Who is Action Fraud?
Action Fraud is the UK’s national reporting centre for fraud and cybercrime where you should report
fraud if you have been scammed, defrauded, or experienced cybercrime.
How do I contact Action Fraud?
You can contact Action Fraud by:
• Telephone: 0300 123 2040 – Monday to Friday between 8am-8pm
• Online Reporting Tool: www.actionfraud.police.uk (24 hours a day, 7 days a week)
• Website: http://www.actionfraud.police.uk
• Customer Leaflet – How to Report Fraud: https://data.actionfraud.police.uk/cms/wp-content/uploads/2020/04/AF-service.pdf
Q14. When will I receive a copy of my loan agreement?
There are two ways you can get a copy of the loan agreement.
1. When you complete the application, there will be an option to save/download a copy of the
loan agreement. Please note that this is not a live agreement at this point.
2. When the goods/services have been received, and the loan is activated, you will receive a
‘Welcome Pack’ e-mail from Duologi. This will include a copy of the loan agreement.
• You should not receive our Welcome Pack until after you have received the goods/services
you have purchased. If this has happened, please contact us immediately.
• The Welcome Pack will be sent by e-mail from Backoffice@duologi.com. Please make sure
you check your junk/spam folders, in case the e-mail gets forwarded there.
• If you have any questions about this, you can contact our Customer Services team using
the details at the top of this page.
Q15. How can I make an overpayment towards my loan?
• You are able to make an overpayment towards your loan at any time.
• An overpayment would be an additional payment, on top of your monthly Direct Debit
payments.
• Please make sure you do not cancel your Direct Debit mandate if you make an
overpayment.
• The quickest way to make an overpayment is to call us and make a debit card payment over
the phone.
• Alternatively, we can send you our bank details, so that you can make a payment by bank
transfer.
• When the payment has been made, we will let you know how this will affect your loan going
forwards.
• You can contact us by using the details at the top of this page.
Q16. Can I pay my loan in full early?
• Yes, you are able to repay your loan in full early and we do not charge any fees for this.
• Simply call us or send an e-mail telling us you want to settle your loan early.
• If your Direct Debit is due to be taken within the next 3-5 days, please call us to request
your settlement figure so we can discuss your options.
• You can contact us by using the details at the top of this page.
Q17. Can I change my payment date?
• Yes, you can change your payment date.
• However, there may be restrictions if you wish to change the date of your first payment.
• It’s best to get in touch with us, to discuss this further.
• You can contact us by using the details at the top of this page.
Q18. How can I change my Direct Debit details?
There are two ways you can change your Direct Debit details for your Duologi loan.
• Call our Customer Services team on 0345 521 1881 – Monday to Friday 9.00am-5.30pm
(excluding bank holidays)
• Emailing Customer Services at customers@duologi.com – Please note we aim to respond to
e-mails within 5 working days, so if you need to speak to us quickly, it is better to call us.
Important Information:
• Setting up a new Direct Debit instruction takes 10 working days.
• You are required to make a payment each month towards your loan
Q19. How can I change my personal details?
It’s really important you let us know if you have:
• Moved address.
• Changed your name.
• Changed your e-mail address or telephone number.
You can tell us about any changes by:
• Telephone: 0345 521 1881 on Monday to Friday between 9.00am-5.30pm (excluding bank
holidays)
• E-mail: customers@duologi.com – Please note we aim to respond to e-mails within 5
working days, so if you need to speak to us quickly, it is better to call us.
We may need some supporting documents to be able to make the change. If this is the case, we
will let you know.
Q20. Can I appoint someone else to discuss the account on my behalf?
• Yes, you can give permission to a third party to speak to us about your account on your
behalf.
• You need to complete a third-party authorisation form before this can happen.
What does a third-party authorisation form do?
• A completed third-party authorisation form allows us to record your nominated third-party
on your account.
• This individual will be able to speak to us about your account, on your behalf, for a period of
12 months.
• Please note that the third-party will be able to discuss your agreement but will not be able to
make any changes to your loan.
How can I request a third-party authorisation form?
• You can request a third-party authorisation form by using the details at the top of this page.
Q21. I am struggling with my finances – Where can I get help with this?
• We are sorry to hear this.
• We know circumstances can change suddenly. By speaking to us we can understand your
current situation and do what we can to support you getting back on track.
There are several ways we can help you once we understand your situation, which include:
• Change your payment date to an alternative date that is better suited to your circumstances.
• Complete a review of your income and expenditure to help identify the best ongoing
solution to manage your account.
• Agree a repayment arrangement to make up the outstanding amount.
• Agree a date for the full amount to be paid.
• Discuss options with you to find additional support if we are unable to help.
What can I do?
• Contact us as soon as you can, on 0345 521 1881 – Monday to Friday between 9.00am-5.30pm (excluding bank holidays).
• If you would prefer to discuss this via email, contact the team at
paymentsupport@duologi.com Please note we aim to respond to emails within 5 working
days.
• If your query is urgent, we recommend you call us in the first instance as this is usually the
quickest way for us to discuss your situation.
Where can I get financial support?
If you are struggling to keep up with repayments on your bills or any other loans, it is important that
you receive the right support. You will be able to receive free advice from any of the organizations
listed below.
• Money Helper: If you live in England and Wales, phone 0800 138 7777 (England) 0800 138
0555 (Wales) or visit www.moneyhelper.org.uk/en for information about how to deal with
your finances.
• Citizens Advice Bureau (CAB): For advice and information on debt, visit your local CAB or go
to: https://www.citizensadvice.org.uk/ (England and Wales),
www.citizensadvice.org.uk/scotland/ (Scotland) or www.citizensadvice.org.uk/ (NI).
• National Debtline: If you live in England, Wales, or Scotland phone 0808 808 4000 or visit
https://nationaldebtline.org/ for debt advice and information.
• StepChange (formerly CCCS): For debt advice throughout the UK: 0800 138 1111
or www.stepchange.org.
For more information on how to complete an income and expenditure form, please see:
https://www.stepchange.org/debt-info/income-and-expenditure-financial-statement.aspx
Q22. I have been sent an Income & Expenditure form, but I need help to complete this.
• An Income and Expenditure form lists your income, spending, and debts on a monthly basis.
• This shows us what your financial situation is.
• It helps us understand what payments you can afford to make towards your loan.
• It really important that the information provided is as accurate as possible to give a true
reflection of your situation.
• For more information on how to complete an income and expenditure form, please see:
https://www.stepchange.org/debt-info/income-and-expenditure-financial-statement.aspx
• You can also contact our Customer Services team who will be able to help you with this.
• Customer Services can be contacted by using the details at the top of this page.
Q23. Is there anywhere else I can get some help?
• We know that sometimes, we are limited in the support that we can offer you.
• It is really important that you receive the right support.
We have a leaflet which gives you a number of specialist organisations that can help. You can
access a copy of the leaflet at the following address: https://duologi.com/wp-content/uploads/2023/05/2023-04-Signposting-Leaflet-.pdf
Any late or missed repayments may have serious consequences and your credit rating may be affected which could make it more difficult to obtain credit in the future. Offered subject to status and successful credit assessment.
Trade Furniture Company Ltd acts as a credit broker and not a lender, offering credit products provided by Specialist Lending Limited (trading as Duologi).
Trade Furniture Company Ltd is a limited company registered in England under number 05320275 at the registered address: 18 Norquest Industrial Park, Birstall, Batley, West Yorkshire, WF17 9NE