Frequently Asked Questions

Yes. The Joint Administrators are in regular contact with the FCA and the Firm remains authorised and regulated by the FCA during the period of the Administration.

As part of our role as Administrators, we may need to access and use data relating to borrowers. In doing so, we must abide by data protection requirements.

Information about the way we will use, and store personal data can be found at: http://harrisons.uk.com/privacy-policy

It is important that you read the terms and conditions so that you are aware of how and why we are using your data.

We would be pleased to receive from any stakeholder any useful information concerning the Firm, its dealing or conduct which may assist us.

If your question has not been answered in this FAQ section or in the FAQs section of the websites, please email your query to myjar@harrisons.uk.com. The Administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

Both your login details, the telephone number and PIN code, or email address and password, must be entered correctly before you will be given access to your account. If you have forgotten your password or PIN code, please reset your password or request a PIN.

If access is being denied despite entering the correct details, please contact our Customer Services Team and they will be able to assist you.

We have made this process as easy as possible to ensure you always have access to the current status of your application and account.

Website

Login to access your account.

Telephone or Email

If you can’t find the information you want, then you can contact our Customer Services Team. Full details on how to make contact can be found here.

You can update your personal details by using the methods described below.

Website

Login to your account and you can change some of your details directly.

Telephone

Call us on 020 3006 2000 and speak directly to one of our Customer Services Representatives.

The PIN code or password provide additional security to your account and are inputted as the final step of the application process. Once your application has been approved the PIN code or password is used to log in to your account.

As we are upgrading our platform, going forward, all customer authentication will be email address and password based. Thus, if you have registered by using your email address, you would not receive a PIN code.

Yes. At this time MYJAR does not foresee it taking more than 8 weeks to provide a response to your complaint. If this changes, we will write to you at 8 weeks and ask for more time. You will still have your FOS rights, which we will mention in the 8 week letter.  Please bear with us as our call waiting times are longer than usual and only contact us if it is completely necessary. This will allow our complaints team more time and resources to investigate your complaint and send you a final response.

MYJAR remains committed to actioning complaint outcomes. We aim to complete the processing of any agreed redress payment within 15 working days of receipt of your settlement form. If we do experience any delays, we will update our FAQs and email communications so that you are fully informed. We are doing everything we can to minimise any impact on our customers, so please be patient and only contact us if absolutely necessary.  This will allow our complaints team to process your payment sooner. If you require immediate assistance, you can contact our customer service team on 020 3006 2000.

If you are a customer and you have a complaint regarding the service provided by Myjar, please contact Customer Support on 020 3006 2000 or by email https://www.myjar.com/get-in-touch/

The call centre will remain open as normal but please be aware that we will be handling a high number of calls and your wait may be longer than usual

We will be updating our website when anything changes, so please check our website and Coronavirus FAQs.

We are sorry to hear that we have not been able to answer your question. Our customer service team will be available for any assistance by emailing info@myjar.com. Thank you for your understanding and patience whilst our customer service team work to support you the best we can.

Our customers and our employees are our priority, and your well-being is at the heart of every decision we make. At this unprecedented time, it is critical that we do our part to help reduce the transmission of Coronavirus and so we have arranged for our staff to work from home so that we can continue to provide our very best customer service to you. Thank you for your understanding and patience whilst our customer service team work to support you the best we can.

We will not report negative information to the credit reference agencies during an agreed "Coronavirus related" payment deferral period. A payment deferral period can be set up if Coronavirus has negatively impacted your ability to make MYJAR loan payments. Credit files will continue to be updated otherwise.

Yes. Please contact us on 0203 006 2000 or info@myjar.com, and our customer services team will be available to discuss the best option for you.

Your loan should be repaid as arranged when it was taken out. For more information on repayment arrangements, and alternative payment methods, please go to https://www.myjar.com/get-in-touch/ There will be no change to the bank details to which you should make payment. If you receive any requests to make payment to an alternative account, please inform our Customer Support team straight away on 020 3006 2000.

Never give personal or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.

Please check the FAQs section of the websites at myjar.com

If your question is not covered, please contact Customer Support on 020 3006 2000 or https://www.myjar.com/get-in-touch/

The call centre will remain open as normal, but please be aware that we will be handling a high number of calls and your wait may be longer than usual. Please note that the call centre will not be able to answer any questions related to anything outside of standard service enquiries.

If your question is still not answered, please email your query to myjar@harrisons.uk.com. The Administrators’ team will look at all individual queries.

Please note that the Administrators’ team does not have online access to customer accounts and is therefore unable to deal with queries relating to the servicing of individual accounts, including current account balance, making repayments and change of bank or address details. These queries should be directed to the customer support centre. The contact details are either by telephone on 020 3006 2000 or email at https://www.myjar.com/get-in-touch/

Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

The Administrators will continue to provide access to the website.

We would be pleased to receive from any stakeholder any useful information concerning the Firm, its dealing or conduct which may assist us.

If we send an account for debt collection, this means that we are asking a professional company to collect the loan on our behalf. Using debt collection agencies is always a last resort and only used if we have had no contact from a customer who has not repaid their loan. We only use agencies that are members of the Credit Services Association. This indicates that they set high professional standards that all of their members must meet.

These agents will aim to work with our customers to help them set up repayment arrangements that they can afford. However, if customers do not work with us or our agents to pay their loans, it may leave us with no choice other than to go to Court. This is never what we want to do and we will always avoid that if we can.

As responsible lenders we work with a number of impartial debt advisory services. If you want to be more confident with your money and have greater control, a budget plan can be invaluable. The Government’s Money Advice Service has all sorts of useful information about managing your money. You can find a budget planner here and there are links to all sorts of money saving tips and advice.

When a loan is not paid back on time, lenders have a responsibility to record this with a credit reference agency. Before we register a default against you, we will contact you to give you notice of our intention of doing so. This will give you time to make the missed payments or to agree a repayment plan with us. If you are in financial difficulty, we will always try to help you if you ask us to.

If a default is registered against you it will make it more difficult for you to obtain credit in the future.

The Government’s Money Advice Service has useful information regarding all aspects of managing your money. You can find a budget planner here and there are many other money saving tools and advice. Having a clear budget plan will make you more confident with your money and will result in you having greater control. We would recommend taking some time to visit The Money Advice Service if you ever experience any difficulty.

No. There are no hidden costs and the agreed interest payments will be the only thing we charge you. National Debtline have produced an advice sheet that you might find useful and it can be found by clicking here.

Telephone

The 020 3006 2000 telephone number that we provide our customers is a standard geographic number for the London region and, therefore, just standard network charges will apply.

Online

Managing your account online is free and these services are available 24 hours a day.

Annual Percentage Rate (or APR) is a figure designed to illustrate the amount of interest you will pay annually on your loan if you kept the loan for a full year. For that reason, APR figures can appear relatively high on loans over shorter periods compared to loans over more than one year.

To help you get a better idea of what your loan will cost you over the time you will be borrowing, we suggest looking at the amount of interest charged per day. These daily charges are outlined below.

3-month loan: 0.75% per day (or 75p per day for each £100 borrowed);

6-month loan: 0.65% per day (or 65p per day for each £100 borrowed);

12-month loan: 0.35% per day (or 35p per day for each £100 borrowed).

Our short-term loans are not suitable for longer term borrowing needs.

Our Representative APR is 1081% APR. This figure is designed to illustrate the most common APR that our customers receive based on the average loan value and term.

Please click here to have full access to our privacy policy.

Our online service is available 24 hours a day and 365 days a year. In most cases your loan will be transferred to your bank account within minutes regardless of the day or time. We always aim to take loan payments on their due date so you will not be charged extra interest.

We have Customer Services Representatives available to take your calls and queries at the following times;

Monday to Friday: 8am to 8pm

Saturday: 9am to 5pm

Sunday and Bank Holidays: Closed

We are always working to exceed customer expectations. If you have any feedback regarding our service, please don’t hesitate to send an email to feedback@myjar.com.

We hold the details of your debit card which we use to take repayments for your loan. This data is held securely and in compliance with the PCI DSS guidelines. These require that:

• We have secure physical and electronic systems for holding your data.
• All the information that we send to your bank when making or receiving payments is encrypted.
• We use strong passwords for keeping your card details secure.
• We render card numbers unreadable anywhere they are stored.
• The systems and the networks that we use are regularly tested to ensure that they remain secure.

Full details of the PCI DSS guidelines can be viewed at the Security Standards official website.

We have Customer Services Representatives available to take your calls and queries at the following times;

Monday to Friday: 8am to 8pm

Saturday: 9am to 5pm

Sunday and Bank Holidays: Closed

Fraud and Internet crimes should be reported via the Police Action Fraud website. If you believe that your personal details have been used to fraudulently obtain a loan from us, we strongly advise you to contact the Police and your bank to inform them of the theft of your personal information. We understand that this can be a stressful matter and would like to reassure you that we work closely with external organisations, such as the Police and Cifas, when we investigate fraud claims.

Additionally, to help us start our investigation, you can discuss any concerns with our Customer Services Representatives. Details of how to contact us can be found on our contact page. We will need the following information:

• Your full name and date of birth
• Your Crime Reference Number or Log Number from Action Fraud/the Police
• A contact phone number
• An email address we can reach you on
• If you have an entry on your credit file, the postcode that was used
• A bank statement showing any payments made to or from MYJAR (optional)

Please be aware that false claims of fraud can, if convicted, lead to fines and/or imprisonment. It’s important that you only report fraud if you are certain it has taken place.

About Cifas 

Cifas is the UK´s leading non-profit fraud prevention membership organisation, who aim to help protect individuals and organisations from the threat of fraud and financial crime and who manage the largest fraud risk database in the country called the National Fraud Database.

For an administration fee of £25, Cifas can place a ‘Protective Registration’ flag alongside your personal details in their secure database. Companies and organisations who are signed up as members of the database will see that you’re at risk and take extra steps to protect you, preventing fraudsters from using your details to apply for products and services.

To find out more about Cifas, please visit their website.

A Data Subject Access Request (DSAR) can take up to one month to be compiled and sent out. However, we may extend this deadline by up to two months if the requests are complex or a number of requests have been received from an individual.

The Joint Administrators will assess all redress claims during the course of the administration. No payments will be made until all of the assets have been sold or realised.

The Administrators are working with Myjar to identify whether, following determination of your claim, you can be notified of the status of your claim. Currently, we do not have a date for payment of any claims. Further updates on unaffordability claims will be posted at http://harrisons.uk.com/myjar when available.

Please be aware, if successful, the payment you receive is highly likely to be smaller than your accepted claim amount. This is because the total value of all accepted claims received may  exceed the money available to be shared out. The money available to be shared out will not be known until all of Myjar’s assets have been sold or realised and certain costs and deductions have been taken into account.

Claims for which a customer has not received payment but has been notified that they are entitled by a Final Response Letter (FRL) and have accepted the offer within it will now be considered as an unsecured creditor for the value of the FRL. Currently, we do not have a date for payment of any unsecured creditor claims. It is highly likely that the payment you receive will be much smaller than your claim amount. Further updates on unaffordable claims will be posted at http://harrisons.uk.com/myjar when available.

After establishing redress, if it is identified that a customer has made any form of repayment of their loan after the date of our appointment, the element of redress applicable will be returned to customers. To cover this situation all receipts since our appointment, will be separately identified and held in a separate bank account pending the completion of the redress process

No, the FSCS do not cover claims under consumer credit agreements. See https://www.fca.org.uk/publication/consultation/cp16-42.pdf

You cannot be redressed twice for the same loan. If you previously received a redress payment from the Firm, then the historic loans that were redressed at the time will not be considered again. If you took out further loans from the Firm after your previous redress payment, then you may now submit a claim for these new loans if you believe these were unaffordable loans.

Please be aware, if successful, the payment you receive is highly likely to be smaller than your accepted claim amount. This is because the total value of all accepted claims received may  exceed the money available to be shared out. The money available to be shared out will not be known until all of Myjar’s assets have been sold or realised and certain costs and deductions have been taken into account.

Customers will not be approached by any Harrisons or Firm staff directly to assist in submitting a claim. We will be in touch in the coming months to let you know how you can submit your claim.

Do not give details of your claim to anyone who approaches you, alleging that he or she work for Harrisons or the Firm, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence, you have received please contact the Customer Support Team at Myjar.

The Joint Administrators are under a duty to treat each claim equally. Every claim will therefore be assessed in the same way, irrespective of who submits the claim. As mentioned previously, customers do not need to use a Claims Management Firm (CMC) or third party to submit a claim. Using a CMC or third party will not accelerate the claims process, nor entitle you to a higher claim amount. It may also expose you to charges that may be deducted from any final payment you might receive.

We may ask you to confirm that your previous bank details are still valid and give you the opportunity to update your bank details (e.g. if you have closed/changed bank accounts), although further proof of ID and other supporting evidence will be required.

The Joint Administrators’ representatives will make contact with you if supply is required. Any goods or services which are supplied after the date of appointment will be subject to new terms, agreed with the Joint Administrators.

We would be pleased to receive from any stakeholder any useful information concerning the Firm, its dealing or conduct which may assist us.

If your question has not been answered in this FAQ section, please email your query to myjar@harrisons.uk.com. The Joint Administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

Yes, and we encourage you to do so if you can and only if it is right financially for you. Paying early and borrowing again soon after repayment is not recommended, however, the sooner you repay your loan, the less it will cost you as you only pay for the days that you’ve had it.

You can make a payment outside of the scheduled arrangement via the following:

Website

Login to your MYJAR account and make a payment.

Telephone

Call us on 020 3006 2000, select option 1 to speak to a Customer Services Representative.

The sooner that you repay your loan the less it will cost you. You will only pay for the days that you borrow.

To make a payment outside of the scheduled arrangement these are the other options available to you:

Website

Login to your MYJAR account and make a payment.

Telephone

Call us on 020 3006 2000, select option 1 to speak to a Customer Services Representative.

We use a Continuous Payment Authority to make it convenient for you to make your loan repayments, without having to contact us every time a repayment is due. If there are insufficient funds available, we can only make one further attempt under the Continuous Payment Authority to collect the payment. If there are still insufficient funds available after the second attempt, we will not try again and it will then be your responsibility to contact us to make a payment.

Yes. You can cancel a Continuous Payment Authority at any time by contacting your bank. You can also cancel the arrangement by calling us on 020 3006 2000 or by emailing us at info@myjar.com and the arrangement will be cancelled with immediate effect. It will be important for you to make other arrangements to make your repayments on time as late payments can damage your credit score.

Interest is charged at a daily rate of 0.35% - 0.75%, depending on the type of loan you have chosen. However, no matter how late your payments are, you will not pay more than twice the amount that you borrowed.

Login to your account to check on the status of your account. You will be able to see here if there is a late payment. If a payment has been missed you should check that there were enough funds in your account on the day payment was requested or that the debit card we hold for payment is valid. You can do this by contacting your bank or our Customer Services Team.

If your payment has been missed, you can make a payment by logging in to your account. Alternatively, follow the instructions below.

Please call us on 020 3006 2000 and select option 1 to speak to a Customer Services Representative.

Upon receipt of your payments we will send you a message of confirmation via email for your records. Payments to us will appear on your bank account as “MYJAR”.

Don’t forget that you can pay in part to reduce interest payments or pay in full early and only pay for the days that you have borrowed.

Your repayment dates can be rescheduled, subject to eligibility. To discuss this with our Customer Services Team please call them on 020 3006 2000.

Please contact a member of our Customer Services Team to make a new arrangement before your next payment is due. If you don’t let us know the payment will be rejected even when you have sufficient funds in your account and this will appear as a missed payment on your credit report.