Do I need a guarantor?
No, Fluro loans are "unsecured". This means you do not need a guarantor or any collateral (like your home or car) to be approved. We base our decisions on a few factors, including your credit history and your ability to afford the loan.
What is the borrower fee?
Our loans include a single, one-off fee paid directly to Fluro, designed to cover the cost of setting up your credit agreement, including credit checks and document verification.
There are no hidden charges, and we will never request any payment upfront. For simplicity, the fee is added to the loan total and repaid as part of your regular monthly instalments.
Please note that the borrower fee is only refundable where the right to withdraw has been exercised.
Are there any hidden fees?
There are no hidden charges. The borrower fee and the interest rate/APR, are clearly shown in the quote and loan agreement, split across the term of the loan.
We don't charge separate fees for managing your account.
What can I use my loan for?
Most personal uses, like home improvements, car finance, or debt consolidation, are fine. We will ask about your intentions during the application to ensure it fits within our lending criteria.
If you have any questions, please do not hesitate to contact our Underwriting team.
How much can I borrow?
Currently, we offer loans from £1,000 to £25,000, with repayment terms ranging from 12 to 60 months. Your specific options will be available when producing a quote.
How can I verify that Fluro is a legitimate lender?
You can search the FCA Register (by visiting https://register.fca.org.uk/) using our name or Firm Reference Numbers: 723151 (Fluro Platform Limited) or 926330 (Fluro Capital Limited).
Beyond our FCA registration, you can check our secure 'https' website, read our independent reviews on Trustpilot, and verify our details on Companies House.
You are welcome to call the number on our website for further questions or queries.
Can I apply again if I already have a Fluro loan?
Yes, provided you pass our affordability checks. You must wait at least 60 days after your first application before applying again.
You can either apply for the amount you need, plus the settlement amount, to consolidate into one loan, or have two loans running together.
If you are looking to settle your existing loan, you will need to generate a settlement request separately, as this cannot be completed automatically.
Why was my application declined?
Declined applications can be due to several factors, including your credit history and affordability. We'll confirm the outcome by email and may signpost next steps where appropriate.
If you believe that your loan application needs to be reconsidered, please get in touch by phone or email, and we'll ensure that your application is reviewed again by a different underwriter. Our turnaround is 48 hours, and further documentation may be requested.
Can I appeal a declined application?
Yes. If you believe we've missed something, let us know by phone or email. A different underwriter will perform a review. Our turnaround is 48 hours, and further documentation may be requested.
How long is my loan offer valid?
Applications and offers expire after 30 days from when they were quoted. A secondary application will only be accepted 60 days from the first application.
Any new applications will automatically undergo new credit and affordability checks.
Why has my account been deactivated?
We sometimes deactivate accounts for security. If you're a returning customer, contact us and we can reactivate your account once we've verified your identity.
I'm having trouble with the application form
This is often a technical "hiccup" with saved data in your browser. Try using a different browser or device. If it persists, take a screenshot and email it to us, and one of the team will look into the issue.
Can I apply if I'm self-employed?
Absolutely. We'll just need a clear picture of your income, usually through Open Banking or your tax returns.
What documents do I need to apply?
We usually use Open Banking to verify income automatically. Occasionally, we might ask for additional documentation, such as a photo of your ID or proof of address.
Can I top up my existing loan?
We don't currently offer loan top-ups. However, instead, you can apply for a new loan (subject to affordability and eligibility checks).
What is APR?
APR stands for Annual Percentage Rate and is a standardised way to compare credit products (essentially the overall cost of borrowing) between lenders.
It represents the total yearly cost of your loan, including interest and any mandatory fees, expressed as a percentage.
How quickly will I receive the funds?
Once you accept your offer, the funds are usually in your bank account within one working day.
How do I contact Fluro?
If the query relates to your application, please email underwriting@fluro.co.uk, Customer Services cx@fluro.co.uk or Collections on payments@fluro.co.uk.
Otherwise, please contact us on 020 7096 8512 and select the relevant option.
How long does an application take?
Many applicants receive their decision on the same day. If we need more information, decisions typically take up to 2 working days.
Please note, in busy periods this can be slightly extended.
What do you look at when assessing my application?
We look at various factors during our assessment, including identity & address verification, credit history, affordability, employment etc.
We aim to be as fair and transparent as possible in our creditworthiness assessment.
How can I check my application status?
Simply log in to your online dashboard to see exactly where your application stands.
If you have any questions about your application or for the Underwriting team, you can email underwriting@fluro.co.uk or call us on 020 7096 8512 and select the Underwriting option.
What happens if my application is incomplete?
If information is missing, we'll place the application on hold and request the missing details, normally via email.
Will applying affect my credit score?
Getting a quote uses a "soft search," which other lenders can't see. A "hard search" is only recorded if you move forward and formally apply, which can impact your credit score and will be available for other lenders to see.
How do I accept my loan offer?
Once approved, you'll receive an email with instructions on how to accept your loan.
Alternatively, you can log in to your online dashboard, where you should see the approved loan awaiting your acceptance.
Once accepted, you can expect to receive the funds within 1 working day.
I haven't received my approval email
Check your junk folder first. If it's not there, log in to your dashboard, using the email address that you applied with, as your approved loan offer will be waiting there regardless of the email.
How do I cancel my application?
If you have not yet accepted the loan offer, you can either cancel via the dashboard or contact us to cancel. If you've already received the money, you have a 14-day "right to withdraw".
Can I change my mind after accepting?
Yes. If you accept your loan but decide not to proceed, you have 14 days from acceptance to notify us that you wish to exercise your right to withdraw. Please contact us by phone or email, and we will arrange to close your loan once the original amount borrowed has been returned.
No interest will be charged if you notify us of the withdrawal within your 14-day cooling-off period and return the principal balance within 30 days of that notification.
Is there a cooling-off period?
Yes. We offer a 14-day cooling-off period, from acceptance of the loan, where you have the right to withdraw.
If you accept your loan but decide not to proceed, please contact us within those 14 days by phone or email, and we will arrange to close your loan once the original amount borrowed has been returned.
No interest will be charged if you notify us of the withdrawal within your 14-day cooling-off period and return the principal balance within 30 days of that notification.
What happens when my offer expires?
Applications and offers expire after 30 days from when they were originally quoted.
After expiry, you must submit a new application, where the system will automatically run a new credit search and all relevant checks.
How will you contact me?
We primarily communicate by telephone or email.
We only send letters if we can't reach you or if we are legally required to do so.
Can I change my loan amount after applying?
No, as the offer is based on that specific request. If you need a change, you would need to wait 60 days and start a new application.
How do I upload documents?
The quickest and safest way is to upload documents via your online portal. You will find the option within your account under "upload documents".
Alternatively, you can email the Underwriting team with an attachment (underwriting@fluro.co.uk).
What is Open Banking?
Open Banking is a secure, digital way to share your bank account transactions and balances, replacing manual bank statements. This helps us to produce faster and fairer decisions.
Can I combine two existing loans?
We're not able to combine two existing loans into one. However, you can apply for a new loan that covers the balances of your current loans. If approved, you can use the new loan to settle the existing loans, leaving you with a single new loan.
Where can I apply for a loan?
You can apply for a loan directly at https://portal.fluro.co.uk/borrowing-centre/request-a-loan or generate a quote via our mobile app from either Google Play or the App Store. Alternatively, you may see us show up on comparison websites.
Can I negotiate my interest rate?
Unfortunately, we are unable to make any amendments to the APR or interest rate as this is automatically calculated based on the application and the information received via the credit reference agencies.
What if someone has applied using my details fraudulently?
Contact us immediately by calling 020 7096 8512 or emailing us at underwriting@fluro.co.uk.
We will investigate and guide you through reporting this to Action Fraud & CIFAS, and how to protect your credit file against impersonation fraud.
How do I log in to my account?
Select 'My Account' on our website, or log in at https://portal.fluro.co.uk/sign-in using the email & password you previously created.
Can I remove Open Banking access after applying?
Yes. You can revoke access via your bank app at any time.
Please note, we do retain archived Open Banking data for 6 years as per the General Data Protection Act.
Comments
0 comments
Please sign in to leave a comment.