General

Who are Deko?
Deko is an online finance gateway that links retailers and finance companies. We make it easy for finance companies and retailers to work together to offer consumers fast and convenient point of sale finance. Deko works with reputable, established finance companies including Moneyway (part of Secure Trust Bank plc), Shawbrook Bank and Omni Capital Retail Finance and Close Brothers Retailer Finance. Deko is a UK limited company, licensed by the Financial Conduct Authority (Consumer Credit Licence: 0616240). For more information please visit www.dekopay.com

Who are Omni Capital Retail Finance Ltd?
Omni Capital Retail Finance Ltd is a retail finance company that is registered in England and Wales, Reg No 7232938. Registered address: Thames House, Portsmouth Road, Esher, Surrey, KT10 9AD. If you have a query concerning an agreement with Omni Capital Retail Finance Ltd you can contact them on 0333 240 8317 or info@ocrf.co.uk

For more information please visit http://www.omnicapitalretailfinance.co.uk

How does Deko work?
When you apply for credit online, Deko securely captures, formats and transmits your application to the finance company. If your application is approved we keep the retailer and the finance company updated as your order is processed and delivered.

How do I apply for credit?
Simply complete our online credit application form then carefully read the agreement and related information. If you are happy to proceed, you can sign the agreement online and click a button to send it to the finance company for an instant decision. If you are approved we'll ask you to pay the deposit online using a credit or debit card. Upon receipt of your deposit payment, we'll authorise the retailer to proceed with your order.

How do I ask a question about the Credit Agreement?
If you have a question, If there is anything you do not understand or if you require any further information regarding the credit agreement, please call us on 0800 294 5891 or seek free, independent advice from organisations such as the Citizens Advice Bureau or the Money Advice Service.

How long does it take to apply online?
Our online application form typically takes less than 3 minutes to complete. Your application is then instantly sent to the finance company and they will typically respond with their decision in around 10 seconds. Some applications may take longer to process. If for any reason we can't give you an instant decision, we'll send you an email the moment the finance company makes a decision.

I've been approved for credit and paid the deposit. What happens next?
We will authorise the retailer to process your order. The retailer will then notify us when they have delivered your order in full. The finance company will then write to you to confirm the repayment amounts and schedule.

What are the requirements for finance?
You must be 18 years old or over.
In regular full or part time employment (minimum 16 hours per week, unless you are retired or a houseperson with a spouse in full time employment).
Be a permanent UK resident and able to supply a UK address history for the last 3 years.
You must have a UK bank account capable of accepting Direct Debits.
No adverse credit history (no CCJ's, IVA's or bankruptcies).
The goods must be delivered to your home address.
The deposit must be paid using a credit or debit card.

Can I apply for credit over the phone or in person?
Please contact your retailer who will advise you if they can arrange credit over the phone or in person.

Where do I obtain a VAT invoice?
We are not the business you have purchased from and therefore cannot supply a VAT receipt. Please contact the retailer you have purchased from and they should be able to assist you with your query.

Email communication problems?
With your permission, we will email you a copy of the credit agreement and other important information, updates to the status of your application and to confirm when your application is complete. We will send these emails to the email address you provide on the credit application form so please ensure you enter your address carefully. To ensure that you do not miss any important communication please add the following email addresses to your address book: donotreply@dekopay.com.

If you have not received any email from us, please check your spam/junk mail filter.

Why was I declined?
Unfortunately we are not given the reason why a customer is declined for credit. The authorisation process is carried out by the finance company and Deko has no part in the decision. The decline message is sent to us by the lender with no explanation or justification. Sometimes, the reason for a decline is that incorrect information has been entered in the credit application form. Please ensure you carefully enter all required information.

Can I cancel my credit agreement if I change my mind?
You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement without giving any reason before the end of 14 days (beginning with the day after the day on which the agreement is made or, if later, the date on which we will tell you that we have signed the agreement). If you wish to withdraw you must give the finance company notice in writing or by telephone or email. The name of your finance company will be clearly shown on your credit agreement (see contact details below). Please note that if you do give notice of withdrawal, you must repay to the whole of the credit without delay and in any event by no later than 30 days after giving notice of withdrawal. You will also have to pay interest accrued from the date the agreement was made until the date you repay it. If you wish to pay by debit card please telephone the finance company. If you wish to pay by cheque please send it by first class post to the finance company. Please allow 10 working days from the day you post the cheque to allow time to process the payment.

Will the finance company perform a credit check?
Yes. A credit check forms part of the automated decision making process and is part of a responsible lending policy.

What is responsible lending?
Responsible lending is providing credit, based on background checks and professional judgement, to people who can accommodate regular repayments without getting into financial difficulty. Before the finance company will offer credit, they will assess whether they feel you will be able to repay it. Finance companies endeavour to make their decisions as transparent and as objective as possible. Credit scoring is one of the decision-making tools they use: a technique used to assess the probability that customers can and will meet their financial commitments. Credit scoring uses data received from credit reference agencies. These systems help finance companies make decisions about opening accounts and granting credit by using statistical techniques to measure the likelihood that a customer applying for credit will be an acceptable credit risk. It can also help to accelerate the decision making process. The Finance companies responsibility to lend responsibly should be seen as a complement to customers' own obligations to borrow responsibly.

What is responsible borrowing?
Borrowing from a finance company can be a very useful way to smooth out the gaps between your income and expenditure. Sensible borrowing has empowered generations of people to buy goods and services that would otherwise be well beyond their reach. Used sensibly, borrowing money can be a very good tool for managing your finances, such as spreading the cost of a purchase over a number of months. The key is to remain in control of your money and to make sure that you do not over-stretch yourself.

What if I have bad credit?
The finance company uses an automated credit check as part of their decision making process. If you have an adverse credit record it may affect their decision. To give yourself the best chance of acceptance, please ensure you complete the credit application form correctly. Please don't apply for credit unless you're sure you will be able to comfortably repay it.

When I apply for credit I get an error. What should I do?
When you submit your credit application, we check the information you provide is valid and complete before securely transmitting it to the finance company. We develop and test our software very thoroughly but sometimes errors can still occur. To report an error, please email customersupport@dekopay.com giving a concise description of the problem and attaching a screenshot if possible.

What if I have a complaint about the finance company? If you would like to make a complaint, in the first instance please contact your finance company by email or telephone (see below). The name of your finance company will be clearly shown on your credit agreement. Their customer service team will try and resolve any problems.

Omni Capital Retail Finance Ltd is a retail finance company that is registered in England and Wales, Reg No 7232938. Office address: 1st Floor, Oak House, Reeds Crescent, Watford, WD24 4QP. Call us on 0333 240 8317 between 8.30am-6.30pm Mon-Fri or email us on customerenquiries@ocrf.co.uk.

I have not yet received my goods/services
Deko is the authorised finance gateway for the site you made a purchase from and not the owner of the site. Please contact the retailer who owns the site you have purchased from and they will be able to assist you with your query. If you have already contacted your retailer and you have not received a response after 48 hours, please email customersupport@dekopay.com to open a support request.

I have a question, problem or need to return my product
Deko is the authorised finance gateway for the site you made a purchase from and not the owner of the site. Please contact the retailer who own the site you have purchased from and they will be able to assist you with your query. If you have already contacted your retailer and you have not received a response after 48 hours, please email customersupport@dekopay.com to open a support request.

I am having trouble contacting my retailer
Please review your payment receipt sent by the retailer immediately after your purchase. When contacting the retailer, please quote the reference shown on your email receipt. If you are still having problems contacting the retailer and you have not received a response after 48 hours, please email customersupport@dekopay.com to open a support request.

What if my enquiry is not answered by the FAQs?
Answers to the most frequently asked questions are detailed in this section. If your enquiry cannot be answered by the FAQ please click here to contact us.

Payment

Do I need a bank account?

Yes. You must have a UK bank account capable of accepting Direct Debits.

Do I need to pay a deposit?
Yes. If your credit application is accepted, you will be required to pay a deposit online, using a credit or debit card. The amount of the deposit is show in the credit summary (displayed on the top left hand side of the screen throughout the credit application form) and on the credit agreement itself.

How do I repay the loan?
Your monthly repayments are collected by Direct Debit.

Can I pay my agreement off early?
You have the right to repay all or part of the credit early at any time.

How much does the loan cost?
The total cost of the loan is shown clearly on the finance agreement.

Are there any other charges?
If you fail to pay any amount you owe under the Credit Agreement by the date it is due, the finance company may charge you interest on that amount until you pay it. They may also levy charges for:

processing any payment made other than by Direct Debit, sending arrears letters, reminders or documents to which you are not entitled
arrears telephone calls
tracing you if you move address without notifying them
cheques, standing orders or Direct Debits which are dishonoured, stopped or not paid by you
Please refer to the credit agreement for full details.

How long before I have to repay a loan?
The finance company will write to you to confirm the date that your repayments will commence. The first payment is typically due 30 days following the date of delivery of your order.

What APR will I be charged?
The APR is shown clearly on the credit summary (in the top right hand corner of the screen) throughout the credit application process. It is also shown clearly on the credit agreement itself. The APR for Interest free credit is 0%.

What if I'm already in debt?
If you are already experiencing problems meeting existing financial commitments, please do not apply for credit. Further borrowing will only add to your commitments and repayments will commence within a month. If you need help with your debts, we recommend you talk to the Citizens Advice Bureau or the Consumer Credit Counselling Service.

Security

Is it safe to apply on line? Will my details be secure?
Yes. It is extremely safe to apply on-line. Your personal information is encrypted before transmission to ensure it cannot be viewed by any unauthorised third party. The Deko finance gateway uses proven techniques to ensure the security and integrity of sensitive data. Our public web servers are certified by Thawte, a leading Certificate Authority, ensuring that both the consumer and the retailer can have confidence that nobody can impersonate Deko to obtain confidential information. Data storage on Deko systems and the communication between Deko and our partner lenders, is regularly audited to the highest standards to ensure a secure transaction environment. This includes specific regular third-party testing for vulnerabilities and reviews of application security and access control procedures.

What personal information do you need?
We require personal details like your name, address, phone numbers and income. Plus your bank account and credit or debit card details. We need this information so we can be sure who's applying in order for the finance company to perform a credit check. To give yourself the best chance of approval, you should always ensure the information you give us is accurate and honest. For full details about the collection and potential uses of your personal details please refer to our Privacy Policy.

Do I have to provide ID?
Please note that for security measures we may require a proof of ID after your application has been approved and your deposit has been paid. This step is to verify your transaction, and a check will be done on any ID provided. If your ID fails the check or you are unable to provide a valid proof of ID the retailer will be in contact with you. Should you need to provide ID you will be notified via email from Deko.

Is the application confidential?
Yes. Your credit application is treated in the strictest confidence. We will not contact your employers, bank or any other third party.