Successful applicants usually have:

• You are 18 or over, and a permanent UK resident able to supply UK address history for the last 3 years.
• 3 years address history and must be on the voters roll
• You have a gross annual income each year of more than £5,000 (this can include a state or private pension) and a bank or building society account with a Direct Debit facility.
• You are not currently bankrupt, subject to an Individual Voluntary Agreement (IVA), or have any County Court Judgements (CCJs).
• Homemakers aren't excluded from applying under their own names; however the employment details of your spouse / partner will be required in order to process your application.

Your deposit amount if selected is processed immediately by ringfencing the amount which is held by your bank whilst your application is processed. Once your application has been processed and is approved the deposit amount that was held will be processed in full. If your application is declined, then the deposit amount will be refunded to your account.

You would need to start a fresh application with a new email address as your application is linked to your email address.

Give Novuna a call on the helpline number on your application or call us and we can provide you with this information. If your application has been referred or accepted we can update your information with Novuna. However, if your application has been declined, you will have to try and apply again.

No. Please ensure you use the finance calculator on the product page or at the checkout process to develop a payment plan that is affordable and works for you. You will be prompted to choose and pay online the deposit amount when you start the application. This cannot be changed once you start the process.

You can only add Brother official promotional items or discounted software if applicable with your product. If you wanted to add another machine or accessories to your order, you will have to place another order. If you wanted to purchase another machine under finance you would have to process a separate finance application for that product. If you wanted to add accessories, again just place another order and then pay by credit/debit card and we will try to ensure that your two orders are combined.

We always try and dispatch machines on the same day that the finance is approved and deposit paid. However, sometimes the finance application process can take a little longer if your application has been referred for further information and can then take up to 24/72 hours. All finance orders placed after 4 pm Friday are processed on a Monday (Tuesday if there is a Bank Holiday) for same-day dispatch.

Your confirmation from Novuna Consumer Finance that your order has been accepted and approved is confirmation that we have also received the same notification and we will dispatch your order as soon as possible. Alternatively, you can chat with us online and we can check that your order is waiting to be processed or call us on 0800 622 6224 if you have any issues at any stage. Also, please contact the number on the NovunaFinance application if you need any help or support through your application.

Yes. To do this please call Novuna Consumer Finance directly to make early payment for your purchase. There are no penalties for early payment.

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 us to produce consistent decisions, ensuring all our applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

In addition to credit scoring, we also take into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though we are unable to provide you with a main reason for decline of your application, it is usually based on one, or a combination of the following:

Your credit score (please note that every finance company will score you differently)

Adverse credit reference agency information

You are considered to be overcommitted

You are aged under 18

Your existing account performance with other lenders

In regular, permanent employment working a minimum of 16 hours per week (Includes students)

Some of the information is public information, for example, electoral roll, County Court Judgements, and bankruptcies. Other lenders may also file information about accounts you hold with them, for instance, this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

You should send a cheque for £2.00 made payable to the relevant company, together with details of all addresses at which you have lived over the last 6 years:

• Consumer Help Desk Experian Limited PO Box 8000 Nottingham NG1 5GX
• Equifax Ltd., Credit File Advice Centre. PO Box 1140. Bradford, BD1 5US
• Consumer Services, Callcredit Limited, PO Box 491, LEEDS, LS3 1WZ

The above listed agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

Yes. We acknowledge that your circumstances change and just because we have refused a previous application, it does not mean that we'll automatically turn down a further request. We do suggest however, that you leave at least 6 months between applications.

In order to safeguard against fraudulent applications, we regret that we're able only to deliver goods to the home address of the applicant.

TCF is the at the core of our basic values. Our aims:

• Consumers can be confident they are dealing with a company where the fair treatment of customers is important.
• Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
• Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
• Where consumers receive advice, the advice is suitable and takes account of their circumstances.
• Consumers are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
• Consumers do not face unreasonable post-sale barriers with submitting a claim or making a complaint.

We are keen to ensure customers are treated fairly. We know to achieve this we must:

• Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly.
• Ensure that any advice given is in the customers’ best interests.
• Continually assess the services and products we provide to ensure we can meet changing requirements.
• Enable our staff to ensure any concerns raised by a customer immediately addressed.

We constantly monitor our ability to achieve these standards through regular assessments of individual performance, benchmarking performance against quality standards and internal audits.

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0800 622 6224

Email: [email protected]

Address: SMD Retail T/A Sewing Machines Direct, SMD Court, Miners Road, Llay Industrial Estate, Llay, Wrexham LL12 0PJ

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 about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9123

E-mail: [email protected]

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

The purpose of this policy is to ensure that our operations do not have any negative impact upon vulnerable customers.

For the purposes of this policy vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures.

As soon we think we may be engaging with a vulnerable customer we will:

• Provide additional opportunities for the customer to ask questions about the information we have provided
• Continuously seek confirmation that the customer has understood the information that has been provided
• Ask if there is anybody who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
• Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.