FAQ

To update any details in your account please use MyAccount or send us an email with the new information to customer@gocap.co.uk.

Email us at customer@gocap.co.uk and we’ll amend it to a date that is more convenient.

We would be happy to discuss the possibility of taking out a further loan. Please send us an email at customer@gocap.co.uk.

You will always pay the same total amount repayable, so the number of instalments will decrease in line with any salary increases you receive over the duration of the agreement and vis versa.

Please contact us immediately at customer@gocap.co.uk if you are experiencing financial difficulties and believe that you will be unable to meet your repayment. We are here to help!

You can always speak to these other independent organisations for free, confidential, and impartial advice:

StepChange Debt Charity – www.stepchange.org or phone 0800 138 1111

The National Debtline – www.nationaldebtline.org or phone 0808 808 4000

Money Advice Service – www.moneyadviceservice.org.uk or phone 0800 1387777

To repay in full you will need to request a settlement figure. Please email us at
customer@gocap.co.uk to arrange. There are no fees or penalty charges at any time for making overpayments or repaying in full.

We will recalculate the Monthly Payments over the course of your loan. They will be fixed until your salary increases or decreases, but if you’d like to increase them (meaning your loan gets paid off quicker) this is something we can help with. Please get in touch with us at customer@gocap.co.uk and we will discuss your options with you.

After taking out a GOCAP loan you have up to 14 days to change your mind and cancel the loan (only paying back the amount we sent you, with no interest or fees attached). If you would like to do so please get in touch at customer@gocap.co.uk . If you wish to cancel after this point, you will be charged interest at a daily rate of the loan up to the first repayment date, then in accordance with the contractual terms of the loan which allows for one month’s interest to be added in the event of early settlement.

No, all fees that may apply are detailed in the Credit Agreement. Please read the associated documents which also contain details.

You can check your balance, annual statements and legal and regulatory documents in your MyAccount area.

We hope that you don't need to!
However, if you are dissatisfied with how we manage your loan, you can contact us on complaints@gocap.co.uk . We will try and resolve it quickly; if it needs further investigation we will respond with a final response letter within 8 weeks - please see our Complaints Policy by clicking on the link at the bottom of the page.

If you have made a complaint and are not happy with our response, you may be able to refer the complaint to the Financial Ombudsman Service (FOS) for independent investigation.

FOS can be contacted at
Exchange Tower, London E14 9SR
or on 0800 023 4567
or online at www.financial-ombudsman.org.uk