Customer FAQs

Find the answers to commonly asked questions about our retail financing here.

SECTION 1: I want to get in touch

Q1. How can I contact Duologi?

You can contact us by:

Telephone: 0330 118 2033 – Monday to Friday between 9.00am-5.30pm (excluding bank holidays)

E-mail: paymentsupport@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: How do I contact the new owner of my loan?

If your Duologi account has been assigned to a new owner, Duologi will not be able to provide any assistance or information in relation to your account. You can contact the new owner on the below details

Telephone: 0330 060 1071

E-mail: Resolve_Direct@NCOEurope.com

Website: www.ncoeurope.com

 

SECTION 2: I need to contact you about my estate agency service fee

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

Q1. How can I contact Duologi?

You can contact us by:

Telephone: 0330 118 2033 – Monday to Friday between 9.00am-5.30pm (excluding bank holidays)

E-mail: paymentsupport@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

SECTION 3: Something’s gone wrong.

Q1. 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.

If your loan has been assigned to a new owner, you will need to contact them by phone on 0330 060 1071 or e-mail Resolve_Direct@NCOEurope.com

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

SECTION 4: I need to update my details.

Q1. 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: 0330 118 2033 – Monday to Friday between 9.00am-5.30pm (excluding bank holidays)
  • E-mail: paymentsupport@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.

SECTION 5: I need some more support.

Q1. 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.
Q2. 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 0330 118 2033 – Monday to Friday between 9.00am and 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.

For further information on organisations you can contact, please see here: Signposting Leaflet

Q3. 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 is 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.
Q4. 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: Signposting Leaflet