The UKs Fraud Prevention Service Bamboo | FAQs: Managing your loan

Frequently asked questions

If you need to update the debit card we take your loan repayments from, you can do so by logging into your online Bamboo account.

To find out how to change your payment date, please click below.


Please remember we take our payments directly from your debit card on the same date every month, even if this date falls on a weekend or bank holiday.

If you are struggling to afford your full repayments, please get in touch.​

We understand that sometimes financial situations can change, or unexpected bills can come up which may impact your ability to repay your loan. ​

We have several support options available to those who are struggling to pay and ​our friendly team are trained to assist customers experiencing financial issues. ​

Our phone lines are open from 8am to 8pm Monday to Thursday, 9am to 5pm on Fridays, and 9am to 2pm on Saturdays.

If you are experiencing financial difficulties or find yourself affected by the rising cost of living, it is important that you get in touch with us in good time.

We will work with you to provide support tailored to your individual circumstances. Find out more on our payment difficulties page.

You can update your details by either calling our payments team or reaching us via email.

Please click below to find out how best to contact us.


If you miss a repayment, your account will fall into arrears. The longer your account is in arrears, the more likely your credit file will be impacted, which can affect you in the future when seeking credit loans or mortgages.​

If you do fall into arrears, you can limit the impact on your credit file by bringing your account up to date as soon as possible.​

You can make a payment here to bring your account up to date at any time.​

If you do miss a payment, we will contact you by email, SMS, and phone to make you aware so we can help reduce any potential impact on your credit file. ​​

If you need more support, please contact our friendly customer service team on 0330 159 6010 as we have many options to help.

Our opening hours are Monday – Friday: 9am – 5pm and Saturday: 9am – 2pm.

At Bamboo, we will collect your recurring loan repayments from your debit card using a Continuous Payment Authority (CPA).​

A CPA is similar to a Direct Debit, whereby you give permission for a payment to be collected from your account. However, a CPA uses the 16-digit details on the front of your card and CVC.​

Unlike a Direct Debit, a CPA will always be taken on your agreed due date. You never need to worry about missing a repayment when your due date falls on a weekend or bank holiday.​

We will collect your repayments on your due date between 4am and 7am.​

We are currently not able to take recurring payments from Credit Cards or prepaid debit cards.

What is a Bamboo top-up loan?​

A Bamboo top-up loan is for existing customers who would like to borrow some more money.​

Find out more on our top-up page.

You can make an additional payment without any extra charge.

Additional payments can be made on our website by logging into your account. Alternatively, you can call our payments team or reach us via email.

Please click below to find out how best to contact us.


If you change your mind within 14 days of signing your loan agreement, you can notify us that you wish to exercise your right to withdraw & return the loan amount. You won’t be charged any interest and will only need to return the amount you borrowed.

However, you must notify us that you wish to do this within the 14-day cooling-off period and return the funds within 30 days. To do so, you can contact us on 0330 159 6015 or log in to your Bamboo online account and use the WebChat feature to virtually connect with an agent. Our opening hours are Monday to Friday from 9am to 5pm and Saturday from 9am to 2pm.

If you signed your loan agreement longer than 14 days ago and haven’t notified us that you wish to withdraw, then you will need to request an early settlement figure.

When e-signing your loan agreement, you will be given the option to choose a monthly repayment date that suits you. For example, if you get paid at the end of the month, you can choose to repay on the 1st of every month.​

If you haven’t chosen a monthly repayment date of your choice, by default, your monthly instalment date will be around the day of the month on which your loan is agreed.​

A few days after your loan is paid into your account, you will receive an email to let you know when your first repayment will be due.

Some months you might find it easier to budget your monthly expenses by paying your upcoming loan repayment early. Doing so has no impact on your credit file and gives you the peace of mind that your payment is made.

If your early payment covers the full contractual repayment due, we won’t collect any money from your debit card until your next payment date.

For further details on how to pay early, please click below.


Please note, when checking your online account after making a payment, your next due date will remain the same as the funds will sit on the account as credit until your due date.

You can get this information by either calling our payments team or reaching us via email.

Please click below to find out how best to contact us.


If you’d like to settle your agreement early and want to know your full settlement figure, please use the link below for details on how to proceed.


A few things to consider

  • The settlement figure we provide will be valid for 28 days from the date it was requested. You will be entitled to any rebate of interest that may be due, which is calculated in accordance with the Consumer Credit Act 1974 (“CCA”). This will be provided no later than 7 working days after your request.
  • During this time, you will still need to make any monthly repayments due.
  • If there are any outstanding late payment charges, these will be included in your settlement figure.

When you request a settlement figure we will send you the information in writing. Receiving an early settlement figure in writing does not mean it must be paid; it is only for your records. Should you choose not to proceed, you don’t need to do anything further.

What is rebate of interest?

We calculate your settlement figure by adding the interest due up until the date the settlement figure was requested, to the outstanding loan balance. We also add any deferred interest, as mentioned above.  The difference between this figure and your outstanding balance is the interest saved and is known as a rebate of interest.

How are interest charges allocated?  

As per the CCA, the ratio of interest to capital each month does not stay the same. Your monthly loan repayments consist of both capital and interest.  As your balance decreases, the interest you pay within each instalment also decreases while capital increases.

Further early settlement information can be found here. Alternatively, you can contact us and we will be happy to send you a copy.