FAQs

You can apply online on our website by completing our short application form here. It only takes a few minutes.

You must be 18+, live in the UK, have a regular income, and a UK bank account.

We assess applications based on affordability, credit history, and the information you provide. If declined, we'll email you with general reasons.

Yes, we perform a credit and affordability check as part of our responsible lending practices.

If approved, funds are usually sent within hours. Bank processing times may vary.

You'll receive your loan agreement to review and sign. Once signed, we'll send you your funds.

Yes, you can cancel before funding. After funding, you have 14 days to withdraw by contacting us.

Contact our support team with your account details and we'll process your refund promptly.

Log into your account to see your full payment schedule including the next due date.

Payments are collected automatically. You can also make a manual payment through your account or contact us.

Yes, you can repay your loan in full or make early payments anytime without penalties.

If you miss a payment, we’ll contact you to let you know and to offer support.

What may happen includes:

• A late payment fee: If a payment due date is missed, a one-off late payment fee of £15 may be applied. This fee will only be charged once during the lifetime of your loan.
• Contact from us: We may try to contact you to let you know a payment has been missed and to understand if you need support. Contact may be made by email, SMS, phone call, and/or letter.
• Support if you’re struggling: If you’re experiencing financial difficulty, help is available. Reach out to us at info@monixa.co.uk, on 0330 027 0685 or online via our live chat option. We’re here Monday to Friday, 08:00 - 17:00. You can also find further resources in the ‘Need Help?’ tab in your account. Alternatively, you can also get free, independent support from MoneyHelper.org.uk, a government-backed service that offers confidential guidance on managing money and debt.
• Credit file impact: Missed payments may be recorded on your credit file. If arrears continue, this could lead to a default being recorded. If a default were to be registered, we would write to you in advance to let you know and provide you with time to resolve your arrears to prevent this from happening. Please be aware that information recorded on your credit file may make it more difficult to access affordable credit in the future.
• Debt collection agency: If arrears remain unresolved over time, we may pass your account to a third-party debt collection agency to help manage your account. If this were to happen, we would let you know in advance.

Full details of fees, charges, and how missed payments are handled are set out in your credit agreement.

We aim to be clear and transparent about any fees or charges on your loan. With Monixa, the costs you may pay include:

• Interest, which is charged in line with the rate set out in your credit agreement and pre-contract information
• A one-off late payment fee of £15, which is only charged if a payment due date is missed, and will only be applied once during the lifetime of your loan

We do not charge repeated late fees or hidden charges. Full details of interest, fees, and charges are provided in your credit agreement.

If you’re experiencing financial difficulty or are worried about charges, support is available. Reach out to us at info@monixa.co.uk, on 0330 027 0685 or online via our live chat option. We’re here Monday to Friday, 08:00 - 17:00. You can also find information about your options in our Financial Difficulty & Support FAQs and under the ‘Need Help?’ tab in your account.

If you’re worried that you can’t make a payment, please contact us as soon as possible. Getting in touch early helps us understand your situation and allows us to look at ways we may be able to support you before your account falls into arrears.

When you contact us, we can:

• Discuss your circumstances
• Explain the options that may be available to you
• Help prevent your account from falling further behind or reduce potential impacts on your credit file

We’re here to help and encourage you to contact us as soon as possible so we can support you. Reach out to us at info@monixa.co.uk, on 0330 027 0685 or online via our live chat option. We’re here Monday to Friday, 08:00 - 17:00.

We also have several resources outlined in the ‘Need Help?’ tab in your account. Alternatively, you may also wish to seek free, independent support from MoneyHelper.org.uk, a government-backed service that provides confidential guidance on managing money and debt.

If you’re experiencing financial difficulty, we encourage you to contact us as soon as possible so we can understand your situation and discuss the support that may be available.

When you contact us, we can:

• Talk through your circumstances
• Explain the options that may be available to you, which could include a temporary payment pause or other support, depending on your situation

Breathing Space is a government-backed scheme that must be set up through an approved debt advice provider, who will assess your situation and submit the request on your behalf. You can access free and independent guidance through MoneyHelper.org.uk and they can help you understand your options.

We’re here to help and encourage you to contact us as soon as possible so we can support you. Reach out to us at info@monixa.co.uk, on 0330 027 0685 or online via our live chat option. We’re here Monday to Friday, 08:00 - 17:00. We also have several resources outlined in the ‘Need Help?’ tab in your account.

We’re here to help and encourage you to contact us as soon as possible so we can support you. Reach out to us at info@monixa.co.uk, on 0330 027 0685 or online via our live chat option. We’re here Monday to Friday, 08:00 - 17:00. We also have several resources outlined in the ‘Need Help?’ tab in your account.

You can get free, confidential, and independent money advice from MoneyHelper.org.uk, a government-backed service that supports people with budgeting, debt, and financial difficulty.

MoneyHelper can help you:

• Understand your financial situation
• Explore your options if you’re struggling with payments
• Find free, independent debt advice if needed

You can also contact us directly if you’d like to discuss your account or explore support options. We’re here to help and encourage you to get in touch as soon as possible so we can support you. Reach out to us at info@monixa.co.uk, on 0330 027 0685 or online via our live chat option. We’re here Monday to Friday, 08:00 - 17:00. We also have several resources outlined in the ‘Need Help?’ tab in your account.

No. Contacting us to discuss your account or ask for support does not affect your credit file.

Your credit file is only affected by how your account is managed, such as whether payments are made on time or if arrears continue. Getting in touch early can help us look at support options and may reduce potential impacts on your credit file.

If you tell us you’re struggling, we may ask a few questions to understand your situation so we can offer appropriate support.

This might include:

• Basic information about your income and essential outgoings
• Any changes in your circumstances that are affecting your ability to pay

We’ll only ask for information that is relevant and necessary, and you’re not required to share anything you’re uncomfortable with.

Information about missed payments or defaults can remain on your credit file for up to six years from the date it is recorded.

The impact of this information may reduce over time, especially if your account is brought back up to date and managed well going forward.

Yes, you can have someone help you speak to us or act on your behalf if you’d find that helpful.

This could be:

• A family member or friend
• A debt adviser or support organisation

We’ll just need your permission before we can discuss your account with them. We can explain how to provide this when you contact us.

Visit our login page and use your registered email and password.

Log in to your account to make updates, or contact us and we'll help you.

You can update your email address, phone number or address by logging into your account or contacting us.

Click "Forgot password?" on the login page and follow the instructions.

Yes, we use encryption and follow strict data protection rules.

If you suspect fraud or see suspicious account activity, contact us immediately.

Please let us know straight away. We will investigate and take appropriate action to protect your identity.

We never sell your data. We only share what's necessary for your application and account management.

We're available via live chat, email at info@monixa.co.uk, and phone on 0330 027 0685.

Our team is available Monday to Friday, 08:00 - 17:00.

Please contact us by phone, email, or live chat. We'll investigate and get back to you within 8 weeks.

You can escalate your complaint to the Financial Ombudsman Service. We'll provide details in our final response.

We assess your application using credit and affordability checks, along with Open Banking if you choose to enable it.

It may help us understand your financial picture more clearly, but it doesn't guarantee approval.

Yes, log in to your account and go to the "My Loan" section.

Yes, timely repayments can positively impact your credit score.

You must repay your existing loan in full before applying for a new one.

Eligibility for a new loan depends on your repayment history, credit file, and financial situation at the time of application.