V12 Finance
We've teamed up with V12 Retail Finance ("V12") to offer you a range of options to pay on finance. V12 is one of the UK's leading providers of Retail Point of Sale Credit, providing finance options for more than 20 years through its industry-leading technology and paperless systems.
If your application is successful, you will enter into a Credit Agreement with Secure Trust Bank Plc (V12's parent company), which will be administered by V12 Retail Finance Limited.
V12 Retail Finance Limited. Registered in England and Wales 4585692. Authorised and regulated by the Financial Conduct Authority. Registration number: 679653. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH. Correspondence address: 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ.
V12 Retail Finance Limited acts as a credit broker and not a lender and introduces you to Secure Trust Bank Plc, its parent company.
Secure Trust Bank PLC. Registered in England and Wales 541132. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number: 204550. Registered Office: Yorke House, Arleston Way, Solihull, B90 4LH.
At Charles & Ivy, we offer a range of interest-free finance options to help you spread the cost of your purchase over 6 to 12 months. The value of the loan needs to be over £350 and no more than £15,000.
Simply select the Pay on Finance option when you check out, choose one of the available finance products, then complete the quick and simple V12 application form and sign your finance agreement. For successful applications, your first repayment will be approximately 30 days after your delivery.
If your application is accepted, you’ll be asked to sign your finance agreement electronically. Once you have done this, we will be notified that you have successfully completed your application and we will process your order for delivery.
Stock will not be allocated until the application has been completed and approved. We reserve the right to withdraw finance on certain products at any time.
Finance is provided through our external partner, V12 Retail Finance Limited. If your application is successful, you will enter into a Credit Agreement with Secure Trust Bank PLC, who is the lender and V12’s parent company.
Finance FAQs
Who is eligible to apply for finance?
Finance is available on loans over £350 and no more than £15,000. This amount includes any additional services and delivery options selected. Discount codes or vouchers cannot be used in conjunction with any finance orders.
To apply for finance with V12 you'll need:
- to be 18 or older
- to be in permanent paid employment, self-employed, a homemaker, retired and receiving a pension, a working student in part-time work, or in receipt of a disability benefit
- to have been a resident in the UK for at least 3 years
- a debit or credit card registered to your UK home address, to pay the deposit where applicable
- a UK Bank or Building Society current account; this is required to complete the direct debit instruction
- an email address to receive important information
Credit is provided subject to affordability, age and status. Minimum spend applies. T&Cs apply.
Will you credit score me and if so, what does this mean?
Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form, such as age, income and occupation, together with information obtained from credit reference agencies.
This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.
By submitting this application, your credit file will be searched, which could affect your credit score.
How long will it take to apply?
The V12 application form takes less than 5 minutes to complete, and you will get an instant answer on whether your application for finance has been successful. In some cases, V12 Retail Finance will need to look at the application in more detail before making their decision.
What do I need to apply?
All you need to do is select the products you wish to purchase, choose finance as your payment method at checkout, select your desired finance product and then checkout.
Upon checking out, you will be redirected to the V12 platform to complete your finance application via their simple and quick online form. It's important that you use your full name and address details and make sure everything is spelt correctly. Please note, this is an online-only finance option.
If your application is accepted, you’ll then sign your finance agreement electronically. Once you have done this, we will be notified that you have successfully completed your application and we will process your order for delivery in line with the delivery timescales you were shown at checkout.
What happens if my application is declined?
Applications may not be accepted for a number of reasons, including mistyped information or not meeting the specified requirements. Please note that other conditions may apply, and we cannot guarantee that your application will be accepted.
If your application isn't successful, you can still purchase the item or items you would like in full via PayPal, with a valid credit or debit card, or using any of our other payment methods.
If your application is declined, V12 will confirm this to you by email. The email will include information on how to appeal the decision and how to check the information credit reference agencies hold about you.
V12 will not inform Charles & Ivy why an application has been declined.
If my application is not successful, can I re-apply?
Yes. At V12, we acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down. We do suggest, however, that you leave at least 6 months between applications.
Who should I contact if I have a question about my loan?
For any questions about your loan, such as your Direct Debit or updating your personal details, please contact V12 Retail Finance. Their contact details will be provided throughout your application and on all communications you receive about your finance application.
How do I make my monthly payments?
During the V12 application process, you will confirm your bank details for your repayments to be collected via Direct Debit.
You can also make overpayments by contacting V12 directly or via your V12 self-service portal. You will be sent more information about the portal by email once you have successfully completed your application.
When do my loan repayments start?
Your loan repayments will be to V12 Retail Finance and will start approximately 30 days after your goods have been delivered.
Can I request delivery to an address other than my home address?
In order to safeguard against fraudulent applications, we are only able to deliver goods to the address stated on your finance application.
I want to amend my order, am I able to do this?
If you have been approved for finance, the term cannot be amended, but we may be able to amend the loan amount. Please note that you may not be accepted for a higher amount.
You will need to contact us to amend the loan or the goods or services you ordered, and you may need to complete a new application for finance. We cannot guarantee that a new credit application will be approved.
I haven't received my goods or service, what do I do?
Please contact us at info@charlesandivy.co.uk or on 0161 843 4950, quoting your name and order number, and a member of our team will contact you.
I want to change my Direct Debit details for my finance agreement, how do I do this?
Please contact a member of V12’s Customer Services Team on 029 2046 8900 or via email at customerservices@v12finance.com, who will be able to deal with this request.
You can also update your Direct Debit details via the V12 self-service portal if you have set up an account.
Are there any fees or charges to pay?
Fees may be payable to V12 Retail Finance in line with the terms of your credit agreement if you fail to maintain your repayments.
Fees and charges may include late payment fees and failed Direct Debit collection fees. Full details of any potential fees and charges will be set out in the terms of your credit agreement.
I want to return my goods and cancel my finance agreement, am I able to do this?
Please see the returns and cancellations section of our terms and conditions. Some products cannot be cancelled, for example made-to-order or bespoke goods, so you should check this before you complete your purchase.
Under the Consumer Contracts Regulations 2014, you are allowed to return an item if you change your mind. You have the right to cancel your order at any time from the moment you place it online or by mail, up to 14 days after you receive the goods. After notifying us of your cancellation, you are allowed a further 14 days to return the items.
To cancel your finance agreement, please contact us and arrange to return your purchase or cancel the services in line with our terms and conditions and your statutory rights.
Once we have confirmed your cancellation, we will advise V12 to cancel your finance agreement and they will refund repayments that have been made where applicable. Your finance agreement can only be cancelled by V12 if your purchase is cancelled with us.
What happens to my loan if I am not satisfied with my order, my order is damaged, or I want to return part or all of my order?
If you are not satisfied with your purchase in line with your statutory rights under the Consumer Rights Act, you can return it to us up to 30 days after delivery.
In these instances, we will check this against our returns policy detailed within our terms and conditions. If your claim is in line with this, we will notify V12 to reduce your loan amount accordingly.
You will receive confirmation from V12 within 5–10 business days after we receive your return in cases where a full refund is processed.
Can I withdraw from the credit agreement and pay by a different method?
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 V12 Retail Finance tells you that they have signed the agreement.
If you wish to withdraw, you must give V12 Retail Finance notice in writing or by telephone on 029 2046 8900 or by emailing customerservices@v12finance.com. You can also find V12’s contact details on your credit agreement.
Please note that if you give notice of withdrawal, you must repay the whole of the credit without delay and in any event 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.
Complaints
On the rare occasion that we receive a complaint, we take it very seriously. If you are unhappy with any aspect of the goods you purchased from us or the service you have received, you may contact us in any way you prefer.
Our contact details are:
Phone: 0161 884 4252
Email: info@charlesandivy.co.uk
Address: UNIT A, Charles & Ivy, Stakehill Industrial Estate, Touchet Hall Rd, Middleton, Manchester M24 2SJ
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase, you can still let us know, but we will forward it to your finance provider, V12 Retail Finance.
V12 will acknowledge your complaint, investigate it thoroughly and issue their response within eight weeks.
If you are dissatisfied with our response to a complaint and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
You must do so within six months of the date of the final response or eight-week holding letter. Further information and contact details can be found on the Financial Ombudsman Service website.
Your Personal or Financial Circumstances
It’s a fact of life that things can change for any of us. If something changes in your personal or financial circumstances, V12 will do all they can to help make it as easy as possible to submit your application and manage your loan repayments.
If you’re struggling at any point with your application online, or you don’t understand anything, please contact V12’s Customer Services Team on 029 2046 8900 or by emailing customerservices@v12finance.com. They are open Monday to Friday from 9am to 5pm.
If you find yourself struggling due to a change in your circumstances, please contact V12 Retail Finance and ask for their help.
Use of Your Personal Data
In order to process your finance application, you will be asked to provide information about your personal, employment and financial situation.
V12 Retail Finance shares your personal data with Credit Reference Agencies so that they can make a decision about whether to offer you finance. V12 will perform a hard search on your credit file to conduct their creditworthiness and affordability assessment to enable them to make their decision.
V12 will let you know where you can find more information about their privacy policy when you begin your application.
Legal Information
Charles and Ivy Limited t/a Charles & Ivy offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance.
Credit is provided subject to affordability, age and status. Minimum spend applies. T&Cs apply.
Still have questions?
For any questions related to a finance agreement, please contact V12 Retail Finance. Their contact details will be provided throughout your application and on any communications you receive about your finance application.
For any questions about placing an order on our website or an existing order, please contact Charles & Ivy at info@charlesandivy.co.uk or call us on 0161 884 4252.