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Who we can help

WARNING: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.

If your careful budgeting has been upset by something unexpected, we really want to help. But if we lend you money you can’t afford to repay that won’t be helpful at all, so we’re very careful to make sure we don’t do that.

To apply for a loan from us you must meet the following criteria:

  • Be at least 18 years old
  • Live in the UK
  • Be employed, with a regular income
  • Have a UK bank account with a debit card
  • Have a mobile phone
  • Have an email address
  • Not be currently bankrupt or in an IVA or similar

On top of these checks, we’ll talk to credit reference agencies and fraud prevention agencies. And because we need to be sure you can afford the repayment, we’ll need to check your income and outgoings.

We will only lend to people if we’re confident that it is suitable for them and they will be able to repay the loan on time. So we check the details of every application very carefully. You can find out more about our eligibility criteria above.

You can check the information held by credit reference agencies by contacting:

Call Credit Consumer Services Team
PO Box 491
Leeds, LS3 1WZ
Tel: 0870 060 1414

Or visit www.noddle.co.uk.

For help with debt problems and other money worries visit moneyadviceservice.org.uk.

If your circumstances change in the future we might be able to help you, so you can choose to do a new application after 30 days.

Every loan company has different lending criteria, so we may be able to help when others can’t.

However, making lots of loan applications can, in some circumstances, affect your credit score, so if you’re getting turned down repeatedly, you should think carefully before applying to too many different lenders.

You can check the information held by credit reference agencies by visiting www.noddle.co.uk.

For help with debt problems and other money worries visit moneyadviceservice.org.uk.

You can only have one Vivus loan at a time, but once you’ve repaid a loan on time, we’ll be happy to consider another, if you need one. As long as you can afford it, we may also be able to offer a higher loan amount next time around - and for a longer period.

However, we won’t agree to more than 5 loans within a twelve month period, as our loans are not suitable for long term borrowing or if need to borrow very regularly.

If you have something you want to complain about, please let us know straight away and we’ll do everything we can to try and put it right.

You can call us on 03300 245000, email at help@vivus.co.uk or write to us at this address.

Vivus UK
Birchin Court
20, Birchin Lane
London
EC3V 9DU

Informal procedure

Firstly, we’ll deal with your complaint in a less formal way and try resolve it to your satisfaction by close of business on the third business day following the day on which you complained. We’ll then send you confirmation and remind you that you can complain to the Financial Services Ombudsman within 6 months if you later change your mind and are no longer satisfied.

Formal Procedure

If we can’t resolve your complaint less formally, either because you’re not satisfied with our proposed solution or the complaint is more complex, then we’ll handle it under our formal complaints procedure.

You’ll receive a prompt acknowledgement of your complaint when it is accepted as a formal complaint, together with contact details of the department or person responsible for investigating it. We may request your permission to obtain any necessary information from third parties.

We’ll always keep you informed about the progress of your complaint.

Within 8 weeks you’ll receive a final response which will let you know whether or not we accept your complaint and it will explain the reasons behind our decision. If for some reason we’re not in a position to provide a final response it will indicate when we expect to be able to provide one. We’ll also give you details of how you may refer your complaint to the Financial Ombudsman Service.

If you wish to refer the matter to the Financial Ombudsman, you must do so within 6 months from the date of our final response.

Further details about the Financial Ombudsman Service are available on their website www.financial‑ombudsman.org.uk

Alternatively the Financial Ombudsman Service may be contacted at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 0800 023 4 567

You may also make your complaint through The Online Dispute Resolution platform (ODR platform)

The ODR platform is a web-based platform developed by the European Commission. Its objective is to help customers and businesses resolve their disputes about online purchases out-of-court at a low cost in a simple and fast way.

More details about the ODR are available by clicking the link http://ec.europa.eu/odr