Loans Customer Support
Loans Frequently Asked Questions
Want to change your repayment date?
No problem, you can use our online form to tell us what payment date you want, you'll need to give us at least 14 calendar days notice before your next payment is due.
Important things you need to know before completing the online form:
- You can choose a repayment date between 1st and 28th of each month (inclusive)
- If your current payment is due within the next 14 calendar days, you’ll need to wait until after you make that payment to change your repayment date – today is day 1 of 14 days
- You must choose a new payment date which is more than 10 calendar days after your current payment date
- You must make a loan repayment in each calendar month. So, if your payment date is nearer the end of the month and you want to change it to the start of the month, we’ll need to do this in two stages. For example, to change your payment date from 28th to the 1st of the month we’ll change your next payment to the 20th and then the following month we would change the payment date to the 1st. We’ll send you a confirmation letter letting you know the date we’ve changed your payment date to and the following month we’ll send you another confirmation letter to let you know your payment date has been changed to your preferred date.
- You can't make 2 loan repayments in a month so please keep this in mind when you complete the form
- If you’re new payment date lands on a weekend or a Bank Holiday, we’ll collect the Direct Debit on the next working day for that month
- You can’t change your payment date more than twice in any 6 month period. If you have changed your payment date and you want to do so again then you’ll need to contact us.
Looking to pay your Sainsbury’s Bank loan off early?
You can request an early settlement figure through your online banking account, click on ‘Account details’ then ‘Ask for a settlement figure’.
When you have your settlement figure, that amount should be sent via bank transfer to your Sainsbury’s Bank loan sort code and account number, with your name as the payee’s name. Remember to send the payment as a personal payment, not business and you can choose what you’d like to put as the payee reference.
We can’t accept payments from overseas accounts, but you can transfer funds to your account from any UK bank or building society.
Can I make an overpayment to my loan?
Overpayments to your loan account can either reduce your monthly repayments or your loan term.
If you would like to keep your loan term the same and reduce your monthly repayments, you’ll need to call us before you make the overpayment.
If you’d like to keep your monthly repayments the same and reduce your loan term, you can transfer the overpayment straight into your loan account.
Payments can be sent via bank transfer to your Sainsbury’s Bank loan sort code and account number, with your name as the payee’s name. Remember to send the payment as a personal payment, not business and you can choose what you’d like to put as the payee reference.
We can’t accept payments from overseas accounts, but you can transfer funds to your account from any UK bank or building society.
What's my balance?
You can find your balance online if you’re registered for online banking. Not registered? You can register now.
Or you can contact us and we’ll let you know what your outstanding balance is.
If you want to settle your loan in full please refer to Looking to pay your Sainsbury’s Bank loan off early? above.
How do I claim on my Payment Protection Insurance?
You can register a claim on your Payment Protection Insurance by calling us on 0345 602 9101. We're here Monday to Friday 8am–6pm. Calls may be recorded for security purposes and monitored under our quality control procedures. Calls are charged at local rates from a landline and from a mobile when calling from the UK.
Can I make a complaint regarding PPI?
Now that the PPI claims deadline of 29th August 2019 has passed, any claims need to be carried out via the small claims court. If you'd like to talk to us about a PPI claim please call 0345 702 3839.
What should I do if I think I'm going to miss a payment?
Please get in touch as soon as you think you might not be able to make your monthly payment. Call us on 08085 40 50 60 or write to us at:
Sainsbury's Bank
PO Box 4955
Worthing
BN11 9ZA
Can I change the way I pay back my loan?
You have to repay your loan by Direct Debit or by making overpayments in line with our Terms and Conditions.
If you need to change your Direct Debit details, you can do so after your first payment has been made.
Can I view my loan online?
If you applied for your loan after 10 December 2017 then you can manage your account online. If you applied before 10 December 2017 you can view your account online but need to contact us for any servicing requests. Just head to sainsburysbank.co.uk/register to log in or register for online banking.
How often should I get a loan statement?
You'll get an annual loan statement. It'll be posted to you around a year after you took out your loan.
If you're registered for online banking then you can look at your statement online. For quicker access to your statements and to help us help the environment, you can choose to go paperless. You can do this using online banking. Just select 'My Details' and then 'Correspondence preferences'.
If you applied for your loan before 10 December 2017
You'll get an annual loan statement on the anniversary of receipt of your new sort code and account number.
Borrowing more
Thank you for your interest but we are no longer accepting any new loan applications from new or existing customers.
What is Confirmation of Payee?
Confirmation of Payee (called ‘CoP’ for short) is a service that checks your account details are correct before other people send money to your account. CoP has been introduced to improve payments between UK banks, reduce instances of fraud and reduce the likelihood of payments going to the wrong account.
My Confirmation of Payee is saying it’s not a match?
If you’ve tried to make a payment into a Sainsbury’s Bank account (or someone has tried to pay you) and CoP has a ‘no match’ message, please visit our contact us page so our team can sort this for you as soon as possible.
How do I opt out of Confirmation of Payee?
You can request to opt out of CoP. This will mean that when a person or business tries to pay you, and they attempt to check your account details in advance, they’ll get a message that these details can’t be checked.
Although the payment will still go through, we’d recommend staying opted in as CoP aims to make sure payments are going to the right account and reduce instances of fraud.
If you still want to opt out of CoP, please visit our contact us page to reach out to our team.
We’ll assess any request to opt out of CoP and get back to you within 14 working days. If your request to opt out is successful, we’ll mark all your accounts, including any joint accounts (but not any accounts held by joint parties in their sole name), as opted out of CoP.
If I’ve opted out of Confirmation of Payee, how do I opt back in?
If you want to opt back into CoP, please visit our contact us page to reach out to our team.