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FAQs

All the answers to our most common queries.

Need help? Call 0800 180 8400 or Contact us

General Questions

How do I use a SafetyNet Credit Facility to prevent paying unauthorised overdraft fees?

A SafetyNet Credit facility can prevent you from incurring unauthorised overdraft fees by transferring money into your account, up to an agreed Credit Limit when you are about to go overdrawn.

Once you have completed your application and if eligible for credit, you can borrow money in the following ways:

  • • Switch SafetyNet Credit’s automatic deposits ‘on’, then set the balance level that will trigger automatic top-ups. When SafetyNet Credit detects that you have reached this level, we will automatically transfer money to your account to prevent you from going overdrawn.
  • • You can also borrow up to your available credit whenever you choose from your SafetyNet Credit dashboard. If you do not want the automatic deposits you can choose to manage your account manually.

Please note the opportunity to avoid or prevent such charges using the SafetyNet Credit facility is dependent upon the proper use of the facility. If you exhaust your SafetyNet credit limit and carry on spending then you may still incur bank charges.

Is there a charge for using SafetyNet Credit?

We only charge for money borrowed using our SafetyNet Credit facility. SafetyNet Credit money management tools are supplied completely free of charge.

Eligibility for a SafetyNet Credit facility is subject to credit and affordability checks.

What is the charge for a SafetyNet Credit facility?

Interest is charged at a flat rate of £0.80 per £100 borrowed, per day (0.8% per day).

How long does it take to transfer a manual SafetyNet credit instalment into my current account?

For customers that have been approved for, and set up their SafetyNet Credit facility, the typical time taken to transfer money to your current account is less than 15 minutes.

However, please note that in certain circumstances a money transfer can take up to 2 hours, depending on the Bank concerned.

For new applicants it may take up to 24 hours to set up a SafetyNet Credit facility in addition to the time it takes to transfer a credit instalment.

Can I make payments or transfer money from my current account to another account via SafetyNet Credit?

No.

SafetyNet Credit is a read only service. You cannot pay bills or transfer money from your current account to another account using SafetyNet Credit.

If approved for a SafetyNet Credit facility, funds up to an agreed credit limit, can be transferred into your current account.

Do I have to sign a contract or credit agreement?

Yes, you will need to sign a credit agreement if you require a SafetyNet Credit facility.

SafetyNet Credit is a running account credit facility, which operates in a similar way to a credit card agreement. We will send you legal documentation to help you understand your rights and obligations and to decide whether the product is suitable for you. SafetyNet Credit is a trading name of Indigo Michael Ltd which is regulated and authorised by the Financial Conduct Authority under Firm Reference Number (FRN) 715525.

You will receive the following documentation, please read it carefully and make sure you understand the information contained within:

Standard European Consumer Credit Information (SECCI) document which details how the SafetyNet Credit facility works;

An Explanation of your Credit Agreement, which outlines the product and gives examples of how SafetyNet Credit works;

Regulated Credit Agreement that requires an electronic signature before a SafetyNet Credit facility can be set up.

Why has my SafetyNet facility been locked?

If you find your SafetyNet facility has been locked then it is likely that you either have some outstanding debt with us that needs to be repaid, your financial circumstances may have changed or that your online banking details have altered.

We advise that you contact us immediately on 0800 180 8400 or help@safetynetmail.co.uk .

Why can't I deposit a credit instalment manually using my SafetyNet Credit facility?

If you cannot deposit manually from your SafetyNet Credit facility then it may have been temporarily locked. This can happen if there is an outstanding balance that needs repaying, there has been a change in your financial circumstances or if your online banking details have altered.

We advise that you contact us immediately on 0800 180 8400 or help@safetynetmail.co.uk .

How do I contact your Press Office?

You can contact our press office on the email address press.office@safetynetmail.co.uk .

How can I close my SafetyNet Credit account?

Please let us know if there is anything we can help you with on 0800 180 8400 or help@safetynetmail.co.uk.

However, if you no longer wish to have a SafetyNet Credit account, please write to us informing us of this by email to help@safetynetmail.co.uk or by post to the following address:

SafetyNet Credit

PO Box 1515
High Wycombe
HP11 9JE

My personal circumstances have changed and I need help with my account. What should I do?

From time to time events such as loss of income or illness mean our personal circumstances change. At SafetyNet Credit we have a dedicated team of agents who are specially trained to help customers experiencing such a change. If you need to speak to them they can be contacted on 0800 180 8400, customer.services@safetynetmail.co.uk or via our live chat service.

Eligibility

Will you run a credit check on me?

Yes, as part of our commitment to Responsible Lending.

As a responsible lender, we take into account your personal circumstances to establish the appropriate level of credit to grant you. To help us do this, applications may be assessed using a process called credit scoring, which assesses credit stability and ability to pay. Credit scoring produces consistent decisions and is designed to ensure all applicants are treated fairly.

As part of the same process, we also report your SafetyNet Credit repayment behaviour to the credit bureaus.

This means if you repay your SafetyNet Credit balance on time and avoid missing payments or falling into arrears then using a SafetyNet Credit facility may help improve your credit rating.

Will borrowing using SafetyNet affect my credit score?

Yes, SafetyNet Credit reports your borrowing and repayment behaviour to credit bureaus.

This means if you repay your SafetyNet Credit balance on time and avoid missing payments or falling into arrears then using a SafetyNet Credit facility may help improve your credit rating.

Conversely, if you do not keep up with your repayments then we are required to inform the credit bureaus which may negatively impact your credit rating and your ability to obtain credit in the future.

Do I need a bank account?

Yes, to use SafetyNet Credit you will need a registered UK bank account with an internet banking service in your name.

To be eligible for a SafetyNet Credit facility, you must use the bank account your main salary or other main source of income is paid into.

Unfortunately SafetyNet Credit does not support accounts from all banks, currently we support Natwest, RBS, Lloyds, Halifax, TSB, BOS, HSBC and Barclays. In the case where you bank with another institution please call us on 0800 180 8400 to check compatibility.

I have a bad credit history/poor credit rating, how will this affect my application?

If you have been turned away for credit elsewhere, we may be able to help. Consumers with a less than perfect credit history are eligible to apply for a SafetyNet Credit facility.

All applications are subject to credit checks including the use of data from a credit reference agency search. Please note, the more recent the bad credit history, the smaller the chance of being accepted for a SafetyNet Credit facility.

As a responsible lender, SafetyNet Credit share all customers borrowing and repayment history with credit reference agencies meaning that positive repayment behaviour may help improve and rehabilitate a credit rating.

When isn't a SafetyNet facility suitable?

A SafetyNet Credit facility should not be used if you lack control of your expenditures and may use credit to purchase something without an ability to repay. A SafetyNet Credit facility should not be used as a long term credit facility.

I've been declined for a SafetyNet facility will I be able to get one in the future?

If your financial circumstances have changed for the better since your initial application then you may now be eligible for a SafetyNet Credit account.

How many SafetyNet Credit accounts am I allowed to have at any one time?

Our current policy is one SafetyNet Credit account per customer. We will inform you if we change this policy.

What is an APR? What does it mean to me as a customer?

APR stands for annual percentage rate and is a measure borrowers can use to compare credit charges.

The cost of using a SafetyNet Credit facility is £0.80 per £100 borrowed per day. The interest rate is 0.8% per day equating to 292% per annum (variable) charged for a maximum 40 days on the outstanding balance.

An APR for a short term credit facility can be confusing and difficult to interpret. The APR calculation assumes that SafetyNet Credit’s daily interest charges are annualised over the period of a year whereas your use of SafetyNet Credit may only be for a few days.

A SafetyNet Credit facility is designed for consumers that require an instant transfer of a small amount of money for a short period of time, in order to avoid unauthorised overdraft charges or to pay an urgent expense such as a utility bill.

Eligibility for a SafetyNet Credit facility is subject to credit and affordability checks.

Deposits and repayments

How do I set up/stop automatic credit instalments being transferred into my account?

You have full control of your SafetyNet Credit facility from your personalised dashboard. You can turn the automatic credit instalment facility on or off by clicking on the appropriate button on your dashboard.

You can also contact us on 0800 180 8400 or help@safetynetmail.co.uk

How do I repay?

You can repay the outstanding balance and interest at any time.

Repayments can be made manually through your SafetyNet Credit dashboard, as well as automatically when money comes into your account, subject to the agreed repayment restrictions as set out in the Terms and Conditions. Repayments can also be made by contacting us on 0800 180 8400.

Our repayment systems are designed to operate automatically so that, if you have the available funds in your current account, you automatically make a payment to reduce the outstanding SafetyNet Credit balance and minimise the period over which you pay interest.

When taking an automatic repayment, we will always leave you with a buffer above your SafetyNet level so that an automatic repayment will not trigger another credit instalment. It also means that automatic repayments will not put your account balance beyond your authorised overdraft limit.

There is an exception to the automatic functionality that will arise if, for any reason, we can no longer access your real-time banking data. In these circumstances, the automated deposits and repayments will not work as we will no longer have access to your account balance. Instead, we will take a full payment using continuous payment authority on the date your salary (or any other regular income) is next anticipated by us to be paid into your bank account (the target date).

We will notify you by email, SMS or telephone call at least 48 hours before attempting to take payments on the target date. If for any reason you cannot repay the amount due, please advise us of this and make alternative repayment proposals.

Every month you receive a statement detailing your Credit Instalments, your credit limit and any repayments and interest applicable to your SafetyNet Credit facility since you received your last statement. If you fail to make the full minimum repayment by the due date given to you on your statement then your SafetyNet Credit facility will go into arrears, may be withdrawn and collections proceedings will be instigated.

My circumstances have changed and I can't repay my SafetyNet Credit balance, what do I do?

Please contact one of our customer service representatives on 0800 180 8400 or help@safetynetmail.co.uk, we may be able to help.

Username, passwords and personal info

What if I have lost my log in details?

Please contact us on 0800 180 8400 to speak with a Customer Service Representative who will be happy to confirm and verify your details.

I don't have access to my old email address so I can't recover my password, what do I do now?

Please contact us on 0800 180 8400 to speak with a Customer Service Representative who will be happy to confirm and verify your details and update your email address.

Security

What level of security does SafetyNet Credit use?

All data is securely handled in systems similar to those used by leading high street banks. SafetyNet Credit uses 256-bit SSL encryption.

SafetyNet Credit, and the datacentre which houses its database are both fully PCI compliant.

How do you use cookies?

We use cookies to store information about your visit to the SafetyNet Credit site which allows us to keep you logged into your account securely. This involves a small token linked to your account each visit that helps SafetyNet Credit know that the user browsing your account is in-fact you. Note that we do not store your account details, password or any personal details in a cookie at any time.

We store additional anonymous information in cookies which allow us to generate statistics on how our website is performing. These cookies may also come from third parties. This type of Cookie is widely used on the internet and in themselves do not identify the individual browsing the site.

You can choose to disable or selectively turn off our cookies or third-party cookies in your browser settings, or by managing preferences in programs such as Internet Security suits. However, this can affect how you are able to interact with our site as well as other websites. This could include the inability to login to services or programs, such as logging into your account.

To find out more about how we use cookies, please read our Privacy Policy: https://www.safetynet.credit/Content/HTML/Privacy-Policy.html

Do you keep my information and details if I cancel my SafetyNet Credit profile?

We will keep your information and details securely stored for as long as legally required. We process data in accordance with the General Data Protection Regulation (GDPR).

Open Banking

What is Open Banking?

Open Banking is a way of giving you, the customer, power and control over your financial data.

This means that you can choose to share your data with regulated third parties (like SafetyNet Credit) so you can access alternative, improved products and services. This is designed to increase competition and innovation within financial services.

Why does SafetyNet Credit use Open Banking?

SafetyNet Credit uses Open Banking to form a secure, read-only connection with your bank account. This allows us to conduct in-depth affordability assessments and accurately assess how much credit is affordable for you. We will never lend you more money than you are able to pay back within a reasonable period.

Specifically, Open Banking allows SafetyNet Credit to:

Protect you from overdraft charges by monitoring your bank balance and transferring funds to your current account before you go overdrawn.

Monitor your transaction data before taking repayments so we know when you can afford to make them. Once we see money go into your account, taking your balance to a permitted level, we will take a repayment in accordance with your credit agreement.

Present SafetyNet Credit money management tools and our clever dashboard facility that displays and categorises your spending, to help you better budget and stay in control of your finances.

SafetyNet Credit will only ever be able to view your current account. We will never be able to make any changes.

Can I borrow from SafetyNet Credit without using Open Banking?

SafetyNet Credit are unable to lend, or continue to lend, without read-only access to our customers’ salaried bank account. Without Open Banking we are unable to view the transaction data, which allows us to make affordability decisions and fulfil our obligations as a responsible lender.

Without access to your account, SafetyNet Credit will not be able to perform essential functions:

  • Make initial and ongoing affordability decisions to see how much credit you can afford, in line with our responsible lending policy.
  • Protect you from overdraft charges by monitoring your bank balance and transferring funds to your current account before you go overdrawn.
  • Monitor your transaction data before taking repayments repayments so we know when you can afford to make them. Once we see money go into your account, we will take a repayment in accordance with your credit agreement.
  • Present SafetyNet Credit money management tools and our clever dashboard facility to to display and categorise your spending which helps you better budget and stay in control of your finances.

If you are having problems connecting with SafetyNet Credit, please call 0800 180 8400 or Contact Us

Why do I have to renew SafetyNet Credit’s access to my account every 90 days?

This is an Open Banking requirement and SafetyNet Credit is unable to lend or continue to lend if access is not renewed as we are unable to view transaction data.

This 90 day renewal is designed to ensure that no third party continues to have access to your account for any longer than necessary.

Will my bank allow me to use SafetyNet Credit?

Yes

As of 13th January 2018, all banks and building societies in the UK are required to make customer transaction data accessible to authorised third parties such as SafetyNet Credit.

As long as you use a third party provider authorised under the Payment Services Regulations 2017, you are protected by your bank. You can check if an institution is authorised here: https://register.fca.org.uk/

What happens if I revoke, or do not renew, SafetyNet Credit’s access?

If you revoke SafetyNet Credit’s access to your bank account or allow it to expire then you will no longer be able to borrow from your SafetyNet Credit credit facility.

If you do not have an outstanding balance and you do not wish to continue borrowing then you do not need to take any further action.

If you wish to resume SafetyNet Credit after revoking consent, you may do this by logging in to your dashboard and following the on-screen instructions.

If you revoke SafetyNet Credit’s access or allow it to expire whilst you have an outstanding balance, you will still be liable for your outstanding balance in accordance with your credit agreement.

How do I find out more about Open Banking?

Which! have provided information for consumers about Open Banking which can be found here: https://www.which.co.uk/money/banking/switching-your-bank/open-banking-sharing-your-financial-data-anscq4g8p62h.

You can access the Open Banking website directly here: https://www.openbanking.org.uk/.

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