Your questions answered

Moving house

If you move, you can apply to move the loan with you, so it’s secured against your new property.

Please give us as much notice as you can, but at least 16 days prior to your planned moving date – we will arrange for the security to be transferred to your new property.

We’ll need to check that your new monthly outgoings aren't going to stretch you. You may have to repay some of the loan to stay within our equity and valuation guidelines.

Any change to your loan agreement is subject to approval by Picture, normal terms and conditions apply. Please be aware that there is a non-refundable fee payable for this service.

Call us on 0845 234 0310* or Contact us for more information.

Talk about my repayments

If you have difficulty making repayments, get in touch and we'll do all we can to help. The sooner you talk to us, the easier it will be for us to find a solution. There are a number of ways we may be able to assist.

Call us on 0845 234 0310* or Contact us and we can talk it over.

If you fall behind with your repayments this will be added to your record at Credit Reference Agencies and this record will be updated monthly. Missing payments could restrict your chances of obtaining credit in the future.

Picture has a second charge secured on your property. In the event of you failing to maintain payments, we can (as a last resort) repossess your house to cover the money you owe us. We would only seek to repossess property where all other options to resolve the situation have failed.

Settling my loan early

You can repay your loan at any time. There may be additional fees and interest charges on early repayment, which depend on the size and duration of your loan.

Call us on 0845 234 0310* or Contact us for more information.

Needing more money

If you’re considering borrowing more money, we’re here to listen to your circumstances.

Call us on 0845 234 0310* or Contact us and we can talk it over.

Changing my bank details

You will need to update us with your new bank details and complete a new direct debit mandate and return this to us.

Call us on 0845 234 0310* or Contact us for more information.

Changing my repayment date

Yes, we understand that your circumstances may change, and an alternative monthly repayment date may suit your new situation. Please be aware that there is a fee payable for this service.

Call us on 0845 234 0310* or Contact us to arrange a new date.

Fees and charges

If you ask to change your loan, a fee may become chargeable.
The charges below are payable under the terms of your Picture loan agreement and are subject to change without notice.

Here is a list of fees that would be charged:

• Unpaid direct debit £15
• Returned cheque £30
• Change to payment date £25
• Adding or removing a person from your loan agreement £150
• Security release fee £175†
• Deed of Postponement £295**
  This fee maintains your Picture loan as the second charge on your property should you decide to change your mortgage (or first charge). For example, if you change your mortgage provider. This fee also includes the cost of a valuation.
• Transfer fee £295**
  Payable if you move house and transfer your loan to your new property. This fee also includes the cost of a valuation.
• Payment processing fee £5
  Payable if you make a monthly repayment by means other than Direct Debit.

†Depending upon the value of your loan, this is fee payable in addition to the amount required to settle your loan.

**If you live in, or move to Scotland, these fees will be £195. You will also be required to pay Solicitors’ fees which are dependant on your circumstances. You will be advised at the time from our Solicitors’. Solicitors’ fees are also payable on early settlement of your loan.

How to pay for fees

You can pay for all charges by Mastercard, Visa, Switch, Delta or Solo.
Call us on 0845 234 0310* and we can take payment over the phone.

Payment Protection Insurance (PPI) queries

If you need to make a claim or want to cancel your policy, ensure you have your account number policy number and, if applicable, your claim details to hand.

To make a claim on your insurance, call our dedicated Claims Line on 0845 234 1024.

To talk about cancelling your policy, call us on 0845 234 0310* or Contact us for more information.

Rate change

All Picture loans have a variable rate of interest, details of which can be found in clause 2.2 of your loan agreement with Picture. We may vary our interest rates from time to time to reflect a change that has occurred, or is expected to occur with interest rates generally. We’ll always give you 30 days notice of any change to your interest rate.

Existing Button loan customers

Button customers are now managed by Picture. Simply contact your Customer Support team who will be pleased to help. Call us on 0845 234 0310* or Contact us with your enquiry.

Getting in touch

If you don’t find what you’re looking for on our website, there are several ways you can contact us.

By phone on 0845 234 0310*
We're open Monday to Thursday: 8am to 8pm, Friday: 8am to 6pm and Saturday: 9am to 1pm.

Contact us via this website, and tell us more about your enquiry.
We’ll call you back at a time that suits you best.

Write to us at
Picture, PO Box 732, Newport NP20 9FG

Making a complaint

We're committed to providing a good standard of service for all Picture customers. If you are unhappy with the service you've received we want to hear from you so we can put it right.

To help us resolve your problem as quickly as possible, please provide the following information:

• Your name, address and account number
• A clear description of your concern or complaint
• Copies of any relevant documents, such as letters or policies
• A telephone number where we can contact you

To make a complaint please either call us on 0845 234 0310* or Contact us. We will do our best to resolve your complaint quickly.

Our aim is to resolve all complaints amicably. However, if you are at all unhappy with our response, please contact the person or department that handled your complaint. They will then agree the next steps with you. Any financial services complaints we cannot settle may be referred to the Financial Ombudsman Service.

You can call the Financial Ombudsman Service on 0845 080 1800, email enquiries@financial-ombudsman.org.uk or write to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Their website is www.financial-ombudsman.org.uk.

If your complaint relates to how your Picture loan was sold, or to the service you received prior to 25th June 2008, these should be referred to Picture Financial Services Plc. Please write to its registered address which is 20 Greenlands Business Centre, Studley Road, Redditch, Worcestershire, B98 7HD.

Complaints regarding the sale of Payment Protection Insurance (PPI) are now being referred to the Financial Services Compensation Scheme (FSCS). You can call the FSCS on 0207 892 7300, email enquiries@fscs.org.uk or write to Financial Services Compensation Scheme, 7th Floor, Lloyds Chambers, Portsoken Street, London, E18BN. Their website is www.fscs.org.uk