When you report an issue, your payment schedule is paused for up to 21 days. This gives us time to review the evidence and investigate the issue.
Once the investigation is complete, we’ll email you with the outcome. We’ll then close the investigation and update your payment schedule in one of the following ways:
- If your issue isn’t upheld: Your payment schedule will resume. Any payments that were due during the pause will become payable shortly after
- If your issue is upheld: You’ll receive a full refund of the amount you’ve already paid
- If your issue is upheld but the refund is partial: We’ll deduct the refund amount from your remaining repayments and your payment schedule will resume