FAQ's
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Top FAQ's
If you have forgotten your password, please go to the RateSetter's sign in page and click ‘forgot my password’. You will be sent a link to reset your password via email.
If you wish to change your password, click on ‘Settings’ once you have logged in to your account and ‘Update password’. Please note you will need your PIN to change an existing password.
If you still cannot access your account, please contact our Customer Service team via telephone on 020 3142 6226 or send us an email on [email protected].
At RateSetter, we value your security. This is why we have added a two-factor PIN authentication to help protect our customers and their data.
How it works:
After you have entered your email address and password to login, you will be sent an SMS code to your registered mobile number, which you will need to access your account.
The same PIN will be required every time you log in. If you cannot remember your PIN, you can request a new one at the time of logging in.
If you would like to disable the PIN authentication, you can do this on the account settings page.
If you are having trouble logging in, you can contact us via telephone on 020 3142 6226 or send us an email on [email protected]
RateSetter is owned by Metro Bank.
RateSetter was acquired by Metro Bank in 2020 to offer competitive personal loans to customers.Whilst we are currently not accepting new loan applications, we will continue to provide services to customers who already have a loan with us.
For more details about Metro Bank, click here.
The loan fee allows us to cover our costs. This allows us to create, maintain and service your account throughout your journey with us. The loan fee is built into the APR (Annual Percentage Rate) along with your fixed annual interest therefore there are no hidden charges.
The loan fee is paid over the lifetime of the loan, however, if you settle your agreement early, the full fee is payable.
If you would like details on what information the credit reference agencies hold on you, you can contact TransUnion and Equifax at:
TransUnion Consumer Services Team, PO Box 647 Unit 4, Hull
HU9 9QZ
0330 024 7574
Equifax Ltd
Customer Service Centre, PO BOX 10036, Leicester, LE3 4FS
0333 321 4043
To find out more information about how to check your credit report, you can visit www.moneyhelper.org.uk.
At RateSetter we put our customers’ best interest first. We recognise that award-winning customer service is not just about the good times, it is about how we help you when things are not going as planned. If we make a mistake, we will go out of our way to make it right.
If you are unhappy with any aspect of our service and would like us to look into your concerns further, please do not hesitate to get in contact. You can contact us by
Email: [email protected]
Tepehone us on 020 3142 6226
Write to us at RateSetter, 1 The Osiers Business Park, Laversall Way, Leicester, LE19 1DX.
More information about our complaints is also available here
We understand that we cannot anticipate obstacles that come into our lives and despite having the best intentions, sometimes we fall behind on our repayments.
At RateSetter, you will find help and support if you need it. Our trained colleagues are here to listen and will work with you to find suitable plans. If you’re worried about missing a payment please call us on 0203 142 6226 or email us at [email protected]
Please also see our page for more information and details of companies who can provide free and impartial advice on managing your finances.
We know bereavements can be a very difficult time, we’re sorry for your loss. We want to make sure dealing with us is easy so we will provide you with help and support during the process.
If a RateSetter customer passes away, we’re on hand to support you through the process. You can contact us via telephone on 020 3142 6226 or send us an email on [email protected]
We’ll need the deceased’s full name, date of birth and address.
We’ll need the deceased’s full name, date of birth and address.
We’ll also need the following documents:
- Proof of death – either the original death certificate or a certified copy.
- Proof of identification of the person dealing with the estate (this can be the next of kin, e.g., a parent or a family member) – a valid passport or a driving licence.
If you’d like more information about the documents we need, please get in touch with us via telephone on 020 3142 6226 or send us an email on [email protected] We can discuss alternative forms of proof if you don’t have these documents.
Whilst we wait for the above documents, we’ll stop non-essential communications (such as marketing) from being sent and pause Direct Debit payments. This takes a short time to arrange, so messages may still be sent in the meantime. We are required to send certain documents until the requested documents are received, such as annual statements and legal notices about arrears. We’re very sorry for any distress this may cause.
If you have a RateSetter loan and have been impacted by a bereavement, financially or otherwise, we can help. Please get in touch via telephone on 020 3142 6226 or send us an email on [email protected] (details below) and we’ll offer the support that’s right for you.
Where to get help
When dealing with a bereavement, the following websites provide support and information that may help.
StepChange:https://www.stepchange.org/debt-info/bereavement-and-debt.aspx
Alternatively, please contact us using the details above.
About my RateSetter Loan
If you have forgotten your password, please go to the RateSetter's sign in page and click forgot password?. You will be sent a link to reset your password via email to the registered email address.
If you wish to change your password, click on ‘Settings’ once you have logged in to your account and ‘Update password’. Please note you will need your PIN to change password.
If you still cannot access your account, please contact our Customer Service team via telephone on 020 3142 6226 or send us an email on [email protected]
Your Repayment date is automatically set 30 days ahead from your contract date. You can amend this and the easiest way to change your Direct Debit date is online.
Please login to your account and click on ‘Details and Payments’ followed by ‘Change Direct Debit’. At the top of the page, you can confirm which date you would like your Direct Debit to be changed to.
Please bear in mind that we require at least 5 workings days’ notice, before the Direct Debit is due to be debited from your account, for the changes to take effect. If you change your Direct Debit instruction with less than 5 days’ notice, the changes will take effect for the following month.
Alternatively, if you do not have access to your online account, please contact us via telephone on 020 3142 6226 or send us an email on [email protected]
Of course you can! Simply sign into your account and click on the “Make payment” button and follow the steps.
The amount paid will be deducted from the total balance of your loan. Making an extra payment does not change the amount of your and your monthly direct debit payments will be collected as planned. The extra payment may reduce the loan term.
Yes, you can pay off all or part of your loan early at any time and there are no early repayment fees. You can make additional payments, increase your monthly instalments, or repay your loan in full.
The loan fee is payable in full if you repay the full balance of your loan early.
If you have changed your bank account through the Current Account Switch Guarantee, this means your new bank will take care of closing your old account, and switching your payments (Direct Debits). You do not need to inform us.
If you have not switched Bank Accounts and you wish to pay your instalments from another account in your name, please contact us via telephone on 020 3142 6226 or send us an email on [email protected].
You can do this by logging in to your account online and clicking on the ‘Settings’ option
RateSetter is no longer accepting new loan applications.
First, do not panic, we understand things happen. You can make your payment online through your online account with a Debit Card by clicking on 'Make payment' button on your overview screen.
If you are unable to make your payment immediately, you will receive a notification of the missed payment and information about the date when we will resubmit the payment request. If this date is not suitable, please contact our team on the details below and we can amend the date for you.
If you are experiencing difficulties, please contact us via telephone on 020 3142 6226 or send us an email on [email protected]. and one of our colleagues will help you.