Finance options available at Bedkingdom!

Finance makes spreading payments over a period of time easy, we are working with etika Finance UK Ltd in order to provide you with this service. etika uses a smart technology that lets you check your eligibility online without affecting your credit file. All finance approvals are not guaranteed and are subject to etika’s eligibility criteria and credit assessment.
The finance calculator is available on the product page and in the checkout page once a product is added to the basket. The calculator helps you choose the best options before beginning the application. The application only takes a few minutes and provides you with an instant decision.

ELIGIBILITY CRITERIA

Minimum criteria:

• Must be 18 years of age or older.
• Must be employed at least 16 hours per week, self-employed, retired in receipt of a pension or receiving disability payments.
• Must be a permanent UK resident with at least 3 years UK address history.
• Must have an active valid email address.
• Must have a good credit history with no late payments, debt relief orders, CCJ’s, IVA’s or bankruptcies.

PAYMENT PLANS

Finance options available including 6,9 & 12 months with a representative 0% APR available. Finance is available with a representative 14.9% APR and over 24, 36 or 48 months.
Your actual rates and repayments may differ, and will be based on your personal circumstances, the loan amount and term.

FINANCE EXAMPLES

Representative 0% APR

Total order value: £1000

Deposit amount (10%): £100

Credit amount: £900

Representative APR: 0%

Interest Rate: 0%

Number of repayments: 12

Monthly repayment: £75

Total amount of interest: £0

Total amount payable: £1000

Representative 14.9% APR

Total order value: £1000

Deposit amount (10%): £100

Credit amount: £900

Representative APR: 14.9%

Interest Rate: 13.98%

Number of repayments: 24

Monthly repayment: £47.60

Total amount of interest: £142.42

Total amount payable: £1142.42

CANCELLATIONS

You are able withdraw from the credit agreement during the 14 day cooling off period. If you wish to do this you must notify the lender.

For any other queries contact us on 01924 950108 or write to us or email our customer service.

Bedkingdom

Oldfield lane, Heckmondwike, WF16 0JD

[email protected]

COMPLIANCE STATEMENT

Flair Furniture LTD is a trading name of Flair furniture LTD registered in England, registration number 07536751. Registered office Bedkingdom, Oldfield lane, Heckmondwike, WF16 0JD. 01924 950108 & [email protected].

Flair Furniture LTD is authorised and regulated by the Financial Conduct Authority, FCA registration number (FCA number)

Flair Furniture LTD acts as a credit broker and is not a lender, introducing customers to etika Finance UK Ltd.

etika (a trading name of etika Finance UK Ltd) is a company registered in England and Wales 07440512 and authorised by the Financial Conduct Authority, registration number: 697658. Registered address: Suite 2.01, c/o Colony, One Silk St, Ancoats, Manchester M4 6AG.

Web: www.etika.com

FAQs: https://etika.com/uk/customer/faqs

Email: [email protected]

Tel: 0800 028 9321

Vulnerable Customer Policy

Vulnerable Customer Policy

1. Statement

We are committed to identifying, assessing and managing vulnerable customers in accordance with our own defined objectives and policy, as well as any regulations and guidelines set out by our regulators. We aim to treat all customers, who we define as being vulnerable, in a fair, clear and respectful manner.

We have implemented several identification and assessment tools within the procedure section of this document, aimed to identifying, assessing and dealing with all Vulnerable Customer situations and to consistently ensure that our staff are aware of and knowledgeable about Vulnerable Customers, including how to handle certain situations. Our policy content states our intent and obligations with regards to handling customers with vulnerabilities and includes external guidance in our procedures and information as provided by the Money Advice Liaison Group (MALG).

2. Purpose

The purpose of this policy and procedure document is to identify and support vulnerable customers and to promote transparency and openness in all the business practices and processes that we and our staff create and engage in. It also defines the steps to be taken by all staff when dealing with a Vulnerable Customer situation.

We and our staff are committed to ensuring that all customers are treated in a fair and consistent manner, but also understand that some circumstances require additional interactions and/or steps to ensure that the customer is getting a product/service that is suitable and ethical.

Our staff are provided with training on what makes a customer vulnerable and how to identify, assess and deal with any vulnerability. We are committed to ensuring that any customer who has a relationship with our company, is treated in a fair, reasonable and supportive manner.

3. Scope

This policy and procedure document relates to all staff (meaning permanent, fixed term, and temporary staff, any third-party representatives or sub-contractors, agency workers, volunteers, interns and agents engaged with the Company in the UK or overseas) within the organisation and has been created to ensure that staff deal with the area that this policy relates to in accordance with legal, regulatory, contractual and business expectations and requirements.

4. Definition

The 2 main definitions of a vulnerable customers as used by the Company are:

a. Customers who are unable, for whatever reason, to make an informed decision at the time of dealing with them – customers falling into this category include those with language barriers, hearing difficulties, those with mental health issues, suffering from bereavement, learning difficulties or the elderly. These customers may struggle to make a decision on whether the service or product you are providing is in their best interests.

b. Customers whose welfare (financial, mental or physical) could be put at risk through choosing the service or product you offer – these customers include anyone who is going to be put at detriment from taking up your offer. This could be financially if taking out a loan or setting up a payment plan causes them to added financial stresses.

The FCA defines a Vulnerable Customer as: -

“Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

5. Objectives

We are committed to providing the highest level of due diligence and ethical treatment with regards to any customer or potential customer who is identified as being vulnerable or being at risk from a vulnerable situation. To this end, we have developed the below objectives which are used to create our internal procedures for dealing with vulnerable customers.

We aim to: -

• Ensure that we have the suitable, relevant and compliant tools, controls and measures in place to identify, handle and monitor vulnerable customers
• Train staff in the identification, communication and understanding of what vulnerabilities are and how to approach them
• Have robust vulnerable customer procedures in place at all times and ensure their continued relevance and compliance with the regulations and guidelines
• Research and take expert advice on specific vulnerabilities such as Mental Health and Debt so that our staff and procedures are adequately aligned with the standards
• Ensure that all materials, content and information is user-friendly, easy to understand and jargon free
• Ensure that all systems and automated process are regularly audited for compliance
• Ensure staff, product and information flexibility to provide a complete and ethical service to all customers, regardless of their situation
• Ensure a consistent and structured approach across the organisation and our staff
• Implement strict and robust policies and procedures for affordability assessments and data protection
• Have specialist teams and/or staff in place to deal with specific vulnerabilities and provide them with additional support, training and evaluations

5.1 Debt And Mental Capacity

Mental health is one of the most common issues that can result in a customer being vulnerable. We provide thorough staff training and support to identify and deal with customers who have declared or meet the criteria for having mental health problems.

We follow the Codes of Practice relating to the collection of medical evidence about mental health conditions and always aims to: -

• Take steps to establish whether the mental health problem affects the customers’ ability to manage money or their debt.
• Work with the customer in a patient, clear and helpful manner to resolve the debt problems and use workable solutions.
• Provide reasonable periods of time for the customer to provide evidence of any mental health condition and place accounts on hold during this period.
• Prevent any interest and/or charges from being added to the account during the consultation period.
• Work with authorised 3rd parties to help the customer resolve their debt issues.

Where we have identified that a customer is considered vulnerable, we always encourage them to disclose any potential mental capacity limitation and actively look out for indicators of a potential mental health capacity limitation.

Any information collected regarding a mental health problem is kept secure and encrypted always and is only retained for as long as necessary under the DPA regulations.

When dealing with any potential mental capacity, we always ensure that: -

• Accounts are placed on hold and charges/interest are put on hold during any communications
• No further mental and or financial stress or burden is placed upon the customer
• All collections staff with a responsibility for using medical evidence need to know how to read, interpret and make decisions on the basis of medical evidence
• Customers are treated on a case by case basis according to their mental health issues and all effects are taken into consideration when processing an account

6. Procedures

6.1 Introduction

We understand that the term ‘Vulnerable Customer’ applies to numerous and varied situations and circumstances, therefore we have outlined the procedures in this document for each Vulnerable Customer type as identified in our Vulnerable Customer Policy.

This procedure document contains specific vulnerable circumstances and the steps that we take to manage each situation, however we also have generic procedures as laid out below which are applicable to every Vulnerable Customer situation and have been developed to meet the regulatory standards as well as taking into consideration the needs of those with additional vulnerabilities.

Where a customer has been identified and/or declared as being vulnerable, the Company always ensures that the below steps/processes are followed in every instance: -

• Ensure that all staff are provided with the training and tools to identify, understand and deal with vulnerabilities and vulnerable customers
• Email/telephone sales information and/or advice is followed up in writing containing the discussed content and any relevant terms & conditions and disclosure information
• With regards to debt collection and/or debt management services, accounts will be placed into a manual process (as oppose too automated), to ensure that the customers’ situation of properly handled
• Ensure that staff on the front line are provided with additional vulnerable customer training and given appropriate lines of reporting should they need to escalate a matter
• Ensure that ways to contact us are clearly visible on all communications and our website and provide a choice of ways to communicate with us, including: -
  • Post
  • Email
  • Face to Face
  • Telephone
  • Online Chat
• Ensure that all written materials are clear, to the point and jargon free
• Ensure that where applicable, the products/services that we offer are flexible and made to suit the customers’ needs and requirements
• Offer flexible outcomes on products/services as dictated by the customers’ situation and circumstances
• Deal with any authorised 3rd party in a helpful and transparent manner
• Ensure that any sensitive and/or confidential information disclosed to us regarding the customers’ vulnerability is safe and secure and used, stored and destroyed in accordance with The Data Protection Act 1998
• Ability to flag accounts where a vulnerable customer has been identified so that other staff can see at a glance how the account is to be handled in the future

6.2 Financial Difficulties

6.2.1 Prevention

Where possible, we aim to prevent an account from entering into arrears in the first instance. Where previous arrears have occurred or the customer has already notified us of a financial difficulty situation, the account is to be flagged and monitored and close communication kept with the customer for a specified period.

Offering options such as missing a payment and making a double payment the next month or accepting lower instalments for a set period and then increasing the payments to make up the shortfall can often prevent an arrears situation from developing.

6.2.2 Assessment

Affordability Assessment

We use assessment questions to assess the customer’s affordability.

6.2.3 Ongoing Monitoring

We assess all accounts and credit agreements on an annual basis to identify if any customer has developed financial difficulties during their contract period. This ongoing monitoring includes: -

Contacting any customer who has missed or delayed one or more payments and completing an affordability assessment and new credit check

Flagging accounts where a customer has made one or more late payment (even if all payments are up-to-date) and monitoring that account on a monthly basis. Where more than 3 payments are made after the due date, the customer is contacted to discuss the reasons for late payment and the due date is either changed (i.e. if the customer’s pay day has been moved) or an affordability assessment is completed.

6.3 Mental Health Issues?

Despite a customer being identified as having mental health issues (including stress, depression, anxiety or other diagnosed conditions), the Company understands that financial/credit products and services are still required (e.g. car insurance, debt collection activities, home insurance etc).

We therefore do not exclude a customer from using/purchasing our products/services on the basis that they have been identified as vulnerable. We do however, follow the below procedures to ensure a fair, consistent and ethical approach.

Any information collected regarding a mental health problem is kept secure and encrypted at all times and is only retained for as long as necessary under the DPA regulations.

When dealing with any potential mental capacity case, we always ensure that: -

• No further mental and or financial stress or burden is placed upon the customer
• Customers are treated on a case by case basis according to their mental health issues and all effects are taken into consideration when processing an account
• All information discussed via telephone/email with a vulnerable customer are followed up in writing afterwards and full disclosure is provided in the content
• Customers are provided with clear, transparent and jargon-free information so that they can make an informed decision on wanting/needing the product/service we provide
• Work with any authorised 3rd party in providing the customer with the best service/product as suitable to them, their needs and their situation

6.4 Elderly & General Vulnerabilities (inc bereavement)

We understand that elderly customers and those with circumstantial vulnerabilities may still need the products/services that we offer, however, we aim to give more time, consideration and options to this group of vulnerabilities due to their possible inability to process information as quickly as others may.

With this in mind, where possible and/or applicable, we always ensure that: -

• We speak with an authorised 3rd party to liaise with the customer and ensure that the details of the product/service are being correctly relayed
• Provide all discussions and product information in writing prior to the customer receiving any contractual agreement
• During phone calls, reiterate all important information and the details of any financial implications from taking out the product/service
• Allow time for the customer to read, understand and gain 3rd party assistance with any documentation and/or contractual agreements
• Clearly explain the benefits AND disadvantages of the products/services and any implications that may be associated with missed payments or breaches in contract
• Where possible, provide extra time for the customer to cancel the contract after the agreement has been signed
• Increase the time limit for returning any products purchased online

6.5 Deaf/Hard of Hearing and/or Language Barriers

We consider those with language barriers or hearing difficulties to be vulnerable as they can be at a disadvantage hearing or understanding the product/services being offered. With this in mind, where possible and/or applicable, we always ensure that: -

• We speak with an authorised 3rd party to liaise with the customer and ensure that the details of the product/service are being correctly relayed
• Provide all discussions and product information in writing prior to the customer receiving any contractual agreement
• Ensure that the customer has had sufficient time to gain advice from a family member of appointed representative before following up with any calls

6.6 Young/Inexperienced

It is not common to see young people as vulnerable, however we are committed to ensuring that any person who may have difficulties understanding the products/services that we offer, are provided with extra support.

Where we offer any products and/or services that can be utilised by young and/or inexperienced people, we ensure, as with all customers that: -

• All sales calls are followed up in writing and any relevant disclosures are provided ahead of any contractual agreement being provided
• The benefits and consequences of any product/service are fully explained along with any legal implications for having the products and missing payments
• Additional time is provided between the sales call, written follow up and contractual agreement to allow the customer time to communicate with a 3rd party and understand the content of the product/service offered

7. Audits And Monitoring

We carry out regular internal audits and gap analysis monitoring in all business practices and procedures to ensure that our Vulnerable Customers ethos and objectives are being met.

Regular reviews of the audit results are held with senior management and an ongoing record of gaps, actions and improvements is maintained. Vulnerable Customer compliance as well as providing gap analysis reporting used for MI and regulator evidence.

8. Training & Staff Support

We are committed to ongoing professional development and 1:1 training sessions and workshops around the ideas and ethos of Vulnerable Customers and to ensure feedback is given at all times.

9. Responsibilities

We will ensure that all staff are provided with the time, resources and support to learn, understand and implement the Vulnerable Customers procedures and associated policy into their business practices. Senior Management are responsible for a top down approach and in ensuring that all staff are included.

Senior Management are responsible for Vulnerable Customer audits and gap analysis monitoring and their subsequent reviews and action follow ups. There is a continuous audit trail of all Vulnerable Customer audits and feedback to ensure continuity through each process and task.

Our Finance Provider

We've teamed up with V12 Retail Finance ("V12") to offer you a flexible and affordable option to pay on finance. V12 is one of the UK's leading providers of Retail Point of Sale Credit, providing finance options for more than 20 years through its industry leading technology and paperless systems. If your application is successful, you will enter into a Credit Agreement with Secure Trust Bank Plc (V12's parent company) which will be administered by V12 Retail Finance Limited and V12 will receive a commission, the amount will vary depending on the product chosen and the amount of credit taken out.

V12 Retail Finance is authorised and regulated by the Financial Conduct Authority under registration number 679653. Secure Trust Bank Plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 204550.

At Bed Kingdom we know a new Bed is an investment, whether your old one has broken or you're kitting out a new home. That’s why we offer a range of interest-free and interest- bearing finance options to help you spread the cost of your purchase over 6 to 48 months. The value of the loan needs to be over £250 and no more than £15,000 and you can choose a deposit of up to 50% of the value of the goods. Just select the Pay on Finance option when you check out, choose one of the available finance products then complete the quick and simple V12 application form and sign your finance agreement. For successful applications your first repayment will be approximately 30 days after your delivery.

Finance Terms and Conditions

If your application is accepted and you have chosen to pay a deposit with your order, you’ll be asked to pay your deposit through the V12 system and then sign your finance agreement electronically. Once you have done this, we will be notified that you have successfully completed your application and will process your order for delivery in line with the delivery timescales you were shown at checkout.

Stock will not be allocated until the application has been completed and approved. We reserve the right to withdraw finance on certain products at any time. Pay on Finance is provided through our external partner, V12 Retail Finance Limited. If your application is successful you will enter into a Credit Agreement with Secure Trust Bank PLC, who is the lender and V12’s parent company.

Should you cancel your credit agreement and have already received products from us, then you will be liable to pay us in full for the product (unless your cancellation rights apply).

Interest Free finance options will be available on selected products as part of a specific promotion. These promotions are subject to availability and can be withdrawn at any time.

Representative Examples & Understanding the numbers

We want our Pay on Finance options to be as easy to understand and straightforward as possible. We've created the examples below to illustrate you how much you'll pay back on selected products with our interest free and interest-bearing credit finance options. You can also understand the costs, terms, monthly repayments of the finance options available to you further by using the finance calculator below. This calculator is also available to use as you browse our products and at checkout. Your acceptance for finance if you apply will be dependent on your personal circumstances and the V12’s credit policies.

Representative Example - 12 months Interest Free (0%)

Finance FAQ’s

Who is eligible to apply for finance?

Finance is available on loans over £250 and no more than £15,000 and you can choose a deposit of up to 50% of the value of the goods. This amount includes any additional services and delivery options selected. Discount codes or vouchers cannot be used in conjunction with any finance orders.

To apply for finance with V12 you'll need to be:

• 18 years or older
• A UK resident for 3 years or more
• In regular employment (minimum of 16 hours per week) including self-employment, retired or receiving a pension, working student in part time work or in receipt of a disability benefit, or in a permanent residence with your spouse/partner who's in regular employment*
• Have a UK bank or building society account in your name and registered to your address to pay for your deposit (if applicable) and that accepts direct debits to make your loan repayments
• Have a valid personal or mobile phone number and e-mail address

* If you are retired and receive a pension, or registered disabled and unable to work, V12 Retail Finance may ask for proof of sufficient income. Other conditions may apply, and we cannot guarantee that your application will be accepted.

What does it mean when I see APR and Rate of Interest?

The 'rate of interest' is the cost you will pay each year to borrow money, expressed as a percentage rate. It does not reflect fees or any other charges. The 'APR' is a broader measure of the cost of borrowing than the interest rate. The APR reflects the interest rate, and other charges that you pay to get the loan. The FCA description of any APR is "APR stands for the Annual Percentage Rate of charge. You can use it to compare different credit and loan offers. The APR takes into account not just the interest on the loan but also other charges you have to pay, for example, any arrangement fee. All lenders have to tell you what their APR is before you sign an agreement. It will vary from lender to lender.

Will you credit score me and if so, what does this mean?

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies.

This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

What type of information do credit reference agencies hold about me?

Some of the information is public information, for example electoral roll, County Court Judgements and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

How long will it take to apply?

The V12 application form takes less than 5 minutes to complete, and you will get an instant answer on whether your application for finance has been successful. In some cases, V12 Retail Finance will need to look at the application in more detail before making their decision.

What do I need to apply?

All you need to do is select the products you wish to purchase, choose finance as your payment method at checkout, select your desired finance product and whether you want to place a deposit and then checkout. Upon checking out you will be redirected to the V12 platform to complete your finance application via their simple and quick online form. It's important you use your full name and address details and make sure everything is spelt correctly. Please note, this is an online only finance option.

If your application is accepted and you have chosen to pay a deposit with your order, you’ll be asked to pay your deposit through the V12 system and then sign your finance agreement electronically. Once you have done this, we will be notified that you have successfully completed your application and will process your order for delivery in line with the delivery timescales you were shown at checkout.

What happens if my application is declined?

Applications may not be accepted for a number of reasons, including mis-typed information, or not meeting the specified requirements. Please note that other conditions may apply and we cannot guarantee that your application will be accepted.

If your application isn't successful, you can still purchase the item or items you would like in full via PayPal or with a valid credit or debit card or any of our other payment methods. If your application is declined, it’s usually for one of the following reasons:

• you do not meet the eligibility criteria;
• adverse credit reference agency information;
• your credit score;
• you are considered to be overcommitted financially; or
• your existing account performance with other lenders.

If you wish to appeal the decision made by V12, it’s advised you obtain an up-to-date copy of your credit report from either of the Credit Reference Agencies listed below before appealing directly to V12. Due to data protection, all customer appeals must be emailed to [email protected] and a member of V12’s Underwriting Team will respond to you accordingly. You can also contact the Credit Reference Agencies if you think there is a mistake on your credit report:

• Eperian
• Equifax
• TransUnion

If my application is not successful, can I re-apply?

Yes. At V12 we acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down. We do suggest however, that you leave at least 6 months between applications.

Who should I contact if I have a question about my loan?

For any questions about your loan, such as your Direct Debit or updating your personal details, please contact V12 Retail Finance. Their contact details will be provided throughout your application and on all the communications you receive about your finance application.

How do I make my monthly payments?

During the V12 application process you will confirm your bank details for your repayments to be collected via direct debit. You can also make overpayments by contacting V12 directly or via your V12 self-service portal that you will be sent more information about via email once you have successfully completed your application.

When do my loan repayments start?

Your loan repayments will be to V12 Retail Finance and will start approximately 30 days after your goods have been delivered.

Can I request delivery to an address other than my home address?

In order to safeguard against fraudulent applications, we are only able to deliver goods to the address stated on your finance application.

I want to amend my order, am I able to do this?

If you have been approved for finance, the term cannot be amended but we may be able to amend the loan amount, however, please note you may not be accepted for a higher amount. You will need to contact us (your retailer) to amend the loan or the goods or services you ordered, and you may need to complete a new application for finance. Please note we cannot guarantee a new credit application will be approved.

I haven't received my goods or service, what do I do?

Please contact us at [email protected] or on 01924 950108 quoting your name and order number and will and we will help you.

I want to change my Direct Debit details for my finance agreement, how do I do this?

Please contact a member of the V12’s Customer Services Team on 029 2046 8900 or via email on [email protected] who will be able to deal with this request. You can also update your Direct Debit details via the V12 self-service portal if you have setup an account.

Are there any fees or charges to pay?

Fees may be payable to V12 Retail Finance in line with the terms of your credit agreement if you fail to maintain your repayments. Fees and charges may include late payment fees and failed direct debit collection fees. Full details of any potential fees and charges will be set out in the terms of your credit agreement.

I want to return my goods and cancel my finance agreement, am I able to do this?

Please see the cancellations section of our terms and conditions. Some products cannot be cancelled, for example, made-to-order or bespoke goods, so you should check this before you complete your purchase.

Where you do have the right to cancel, you must do this within 14 days of entering into the finance agreement. To cancel your finance agreement, please contact us (your retailer) and arrange to return your purchase or cancel the services in line with our terms and conditions and your statutory rights. Once we have confirmed your cancellation, we will advise V12 to cancel your finance agreement and they will refund any deposits or repayments that have been made where applicable. If you made your purchase in-store, we will refund any deposit payment that you made. Your finance agreement can only be cancelled by V12 if your purchase is cancelled with us.

What happens to my loan if I am not satisfied with my order, or my order is damaged, or I want to return part or all of my order?

If you are not satisfied with your purchase in line with your statutory rights under the Consumer Rights Act, you can return it to us up to 30 days after delivery. In these instances, we will check this against our returns policy which are detailed within our terms and conditions and if your claim is in line with this, we will notify V12 to reduce your loan amount accordingly. You will receive confirmation from V12 within 3-5 business days after we received your return in cases where a full refund is processed.

Can I withdraw from the credit agreement and pay by a different method?

You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement without giving any reason before the end of 14 days (beginning with the day after the day on which agreement is made or, if later, the date on which V12 Retail Finance tells you that they have signed the agreement). If you wish to withdraw you must give V12 Retail Finance notice in writing or by telephone on 029 2046 8900 or by emailing [email protected]. You can also find V12’s contact details on your credit agreement.

Please note that if you do give notice of withdrawal, you must repay the whole of the credit without delay and in any event by no later than 30 days after giving notice of withdrawal. You will also have to pay interest accrued from the date the agreement was made until the date you repay it.

Complaints

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us or the service you have received you may contact us in any way you prefer. Our contact details are as follows;

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us or the service you have received you may contact us in any way you prefer. Our contact details are as follows;

• Phone: 01924 950108
• Email: [email protected]
• Address: Bedkingdom, Oldfield Lane, Heckmondwike, West Yorkshire, WF16 0JD

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your finance provider V12 Retail Finance. V12 will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What can I do if I can’t reach an agreement on my complaint?

If you are not satisfied with V12’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of V12’s final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: [email protected]

Further details can be found on the Financial Ombudsman Service website:

www.financial-ombudsman.org.uk/

Your Personal or Financial Circumstances

It’s a fact of life that things can change for any of us. If something changes in your personal, or financial circumstances, V12 will do all they can to help make it as easy as possible to submit your application and manage your loan repayments.

If you’re struggling at any point with your application online, or you don’t understand anything, please contact V12’s Customer Services Team on 029 2046 8900 or by emailing [email protected]. They are open Monday to Friday from 9am to 5pm.

If you find yourself struggling due to a change in your circumstances, please contact your V12 Retail Finance and ask for their help.

Use of Your Personal Data

In order to process your finance application, you will be asked to provide information about your personal, employment and financial situation. V12 Retail Finance shares your personal data with Credit Reference Agencies so that they can make a decision about whether to offer you finance. V12 will perform a hard search on your credit file with to conduct their creditworthiness and affordability assessment to enable them to make their decision.

V12 will let you know where you can find more information about their privacy policy when you begin your application.

Still have questions?

For any questions related to a finance agreement, please contact V12 Retail Finance. Their contact details will be provided throughout your application and on any communications, you receive about your finance application.

For any questions about placing an order on our website or an existing order, please contact us your retailer on [email protected] or call us on 01924 950108.