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Can't find your answer? Contact us or write to your adviser from your client area.
You get a quote, then complete the online form in five steps. Your client area is created automatically: you download your application form there, sign it and send it back to us with your supporting documents. Your application is then assessed and you are kept informed at every step.
No. The quote is free, indicative and without commitment. It is neither an offer nor an agreement to finance.
The time depends on how complete your application is. The assessment starts as soon as we receive your signed form and all your supporting documents. You follow the progress in real time from your client area.
No. Receipt of an application does not mean it is approved. Each application is assessed according to the information provided, your situation and the applicable conditions.
Generally: your signed application form, a valid proof of identity, a proof of address less than three months old and proof of income. The exact list for your application is shown in your client area, Documents section.
From your client area, download your form, print it, date and sign it with the words “Read and approved”. Then send it from the Documents section, as a PDF or a clear photo.
PDF, JPG and PNG formats are accepted. A photo taken with your phone is fine, provided the document is complete, sharp and legible.
You receive a notification giving the reason. Simply send a new version of the document from your client area.
The annual percentage rate of charge (APR) expresses the total cost of the loan as an annual percentage: it includes interest and mandatory charges. It is the indicator to use when comparing loan offers.
Full or partial early repayment is provided for by consumer credit regulations. The exact conditions are set out in your contract.
Yes. For consumer credit, the German Civil Code (BGB) provides for a 14-day right of withdrawal (section 495 BGB). The period begins after the agreement is concluded, but not before you have received the mandatory information. The exact terms are set out in the agreement.
Check your spam folder. If the link has expired, use “Forgotten your password?” on the sign-in page: a new link will be sent to you.
From your client area, Messages section. Your messages are kept in your application file and you are notified by e-mail when a reply is waiting for you.
Your information is encrypted in transit, stored securely and used only to assess your application and manage your file. Your documents are accessible only to you and to authorised persons. Details are given in our privacy policy.
We will never ask you for your passwords, bank codes or signature codes. No payment will be requested from you other than the payment requests shown in your secure client area, and only to the bank details shown there. If in doubt about a message received in our name, do not pay and contact us directly through the contact details on this website.
When a payment is requested from you, the “Payments & instalments” section appears in your client area. Each request shows the description, amount, due date, bank details and the reference to quote on your transfer. A payment notice in PDF format is also available.
Only in your client area, on the payment request concerned and on its payment notice. Never make a transfer to bank details received by any other means (e-mail, phone, instant messaging): if in doubt, write to your adviser through the secure messaging service.
After making your transfer, open the request concerned in your client area, enter the amount paid, the date and, if possible, the transfer reference, then attach the transfer advice or a screenshot from your online banking, in PDF, JPG or PNG format.
The status of the request changes in your client area: proof received, being checked, then payment approved. You are notified in your client area and by e-mail as soon as it is approved. Your payment history can be viewed at any time.
You receive a notification and an e-mail giving the reason for the rejection. You can send a new proof from the same request, or ask your adviser your questions through the secure messaging service.
Whether it is mandatory or optional is stated in the insurance document, before you join. Where it is required to grant the loan, you may choose another contract offering an equivalent level of cover.
When an insurance document is sent to you, the “Borrower insurance” section appears in your client area. Read the document, in particular the cover, exclusions and cost, then give your choice. Your certificate of membership can then be downloaded; the cancellation period is stated in it.