Fair practices code
The standards we hold ourselves to, binding on our own staff and on anyone acting on our behalf.
Honest marketing
Our communications describe the product as it is, including that this is short-term, higher-cost credit. We do not promise guaranteed approval and we do not hide conditions in the fine print.
Assessment before sanction
Every application is assessed against verified income and existing obligations. Offers are sized to what an applicant can repay, and we decline where repayment looks unlikely.
Full disclosure before consent
Your Key Fact Statement itemises every applicable charge and your repayment schedule before you accept. Terms do not change afterwards without a fresh agreement.
No coercion
You may decline an offer at any point before acceptance without giving a reason, and declining does not affect any future application.
Respectful collection
We contact borrowers only between 8:00 and 19:00, identify ourselves, and never threaten, abuse or embarrass anyone. We do not contact your employer, family or references to pressure you.
No third-party recovery pressure
Where a recovery agent is engaged, they are bound by this code, named to you in writing, and prohibited from visiting without prior notice.
Support for genuine difficulty
Tell us before your due date if repayment is going to be difficult. We will explain your options in writing rather than let charges accumulate silently.
Accountability
Breaches of this code can be raised through grievance redressal and are investigated with a written outcome.
What can I do if collection conduct breaches this code?
Write to grievance@creditthirty.com with the date, the time and what was said. Contact outside permitted hours, pressure applied to your family or your employer, and any third-party recovery pressure are all breaches of this code. The complaint is investigated and you are given the outcome in writing.
Does this code bind recovery agents as well as your own staff?
Yes. Anyone acting on our behalf is bound by it, and we do not hand accounts to third-party recovery agents in order to apply pressure. A breach by someone acting for us is treated as our breach.