FAQs For Customers

Will I be accepted for finance?
Whether your accepted for finance or not depends on many different factors. At Duologi we have a dedicated credit team who use our bespoke credit engine to help them reach decisions.

What do I do if I have been declined?
If your application was declined, we advise that you obtain a copy of your credit report so you can see the potential reasons why. If you feel that there has been a mistake, please feel free to contact us via email at credit@duologi.com or by using our live chat feature.

I’ve changed my mind, can I cancel my agreement?
Of course. Please contact the retailer you purchased the goods or service from and they will be more than happy to help you cancel the agreement.

I want to amend my order.
You will need to contact the business that you purchased the goods or services from. They will be able to make the necessary changes to your order.

I have a question about my finance agreement who should I contact?
Please contact our after-sales support team on +443455211881 or via email at customers@duologi.com

I haven’t received my goods or service.
Please contact the business that you purchased the goods or services from. They will be able to help you.

I want to change my direct debit details.
Please contact our after-sales support team on +443455211881 or via email at customers@duologi.com

I want to update my personal details.
Please contact our after-sales support team on +443455211881 or via email at customers@duologi.com

Where can I go if I am in arrears?
Please click here for further guidance if you are currently in arrears.

What should I do if I have received a default notice?
Please click here for further guidance if you have received a default notice.

What is a credit search?
A credit search occurs when a third party investigates your credit report. They’re looking to see how you manage your credit now, and how you’ve managed it in the past. This search may then be recorded on your credit report for other third parties to see. This is useful to lenders because if you’ve made multiple applications for credit recently, it could suggest to them that you have an urgent need for credit which you may struggle to pay back.

I’m having problems paying my deposit on-line
We’re sorry to hear this. Please contact our pre-sales support team on +443455211881 or via email at customers@duologi.com.

When will I receive a copy of my loan agreement
Your loan agreement along with all the regulatory paperwork is emailed to the email address you entered in your application. When you receive your goods or service from the retailer or merchant you have purchased from, they will then activate the loan. Once the loan is activated you will receive the paperwork via email. If for any reason it isn’t received, please contact our after-sales support team on +443455211881 or via email at customers@duologi.com who will be more than happy to help.

Is there any more support you can give?
Absolutely, please see our Signposting Leaflet, which contains contact information for multiple organisations that are trained to help.