Coronavirus Update

Our customers are our priority during the challenging times we’re all experiencing. Please only call us if it's urgent, so we can help our most vulnerable customers. Please bear with us, as our call waiting times are longer than usual. You can find our latest updates here.

Frequently Asked Questions

Where financial firms enter into administration, experience is that fraudsters may sometimes approach customers and investors claiming to be able to assist them to recover their investment in return for an advance fee. Sometimes the fraudsters claim to be from the company or the Administrators. You should be wary of any unexpected call, email or other contact which asks you for money in this manner. FCA guidelines are available at:

 

 www.fca.org.uk/consumers/protect-yourself-scams

Administration

What is an Administration?

An Administration is an insolvency procedure regulated by the Insolvency Act 1986.

 

The Joint Administrators’ role is to realise the assets and distribute them for the benefit of creditors. The Administration will last for an initial period of 12 months but may be extended.

 

The Joint Administrators will provide regular updates to creditors, this includes customers that are owed redress as they will be creditors of the Firm. Any persons or companies who believe they are a creditor of a Firm in Administration should send their claims to the Joint Administrators.

Why has the Firm entered into Administration?

The Firm, Myjar Limited ( “Myjar / the Firm”) filed its application for an Administration Order on 22 December 2020.

 

The Directors of MYJAR have made the decision to place the business into administration due to external factors that have placed financial pressure on the business and its ability to trade through these challenges.

 

Mindful of ensuring the business satisfies certain threshold conditions and the difficulties associated with raising additional funding in this economic environment, the directors of MYJAR have placed the Firm into Administration.

Who are the Administrators?

Paul Boyle, David Clements and Tony Murphy of Harrisons Business Recovery & Insolvency (London) Limited, were appointed as Joint Administrators by the Court following an application to Court by the Firm.

 

Whilst the Designated Members of the Firm made the application for the appointment of Administrators, the FCA consented to the appointment of the named Administrators.

 

The Joint Administrators are qualified insolvency practitioners, regulated by the Institute of Chartered Accountants in England & Wales. The Joint Administrators act independently of the Firm for the benefit of all creditors and stakeholders. Their primary concern and mandate is to ensure that they maximise the returns to investors and trade creditors alike.

When will I receive what I am owed?

After your claim has been assessed, if your claim is agreed by the Administrators you will be an unsecured creditor of the Firm and will be owed a distribution once all assets have been sold or realised.

 

Distributions to creditors are made in the following order:

 

The costs of realising assets will be paid first. Any amounts owing to secured creditors are then settled, followed by employee claims preferential HMRC claims and unsecured claims (such as providers of goods and services and redress claims). If, after paying the costs and amounts due to the secured creditors, there are insufficient funds to pay all remaining claims in full then creditors will receive a proportion of their claim.

 

Please be aware, if successful, the payment you receive is highly likely to be much 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.

Are the Joint Administrators in contact with the FCA?

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.

How will my data be protected in the Administration process?

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.

What should I do if I have information about the Firm?

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

What can I do if my question has not been answered in this FAQ section?

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.

Account Queries

Why can't I activate my account?

If you are confident that you haven’t missed any of the fields required then please contact our Customer Services Team by email or phone. Full details on how to make contact can be found here.

Why haven't I received a verification email?

In the majority of cases the reason for this is that the email service provider has not recognised our email address and mistaken our communication for junk or spam mail. Please check in your junk folder and if the email is there you will be able to return it to your inbox. To avoid missing important communications regarding your account we advise all customers to add info@myjar.com to their approved contacts.

If the email isn't in your spam or junk folder please contact our Customer Services Team who will be able to work with you to fix the problem. Full details on how to make contact can be found here.

How do I login if I have forgotten my pin code or password?

Don’t worry, we know how many PIN codes and passwords we have to remember every day. If you forget your PIN code or password, we have a range of different ways for you to request a new one.

 

You can request a new password as follows:

 

Website

 

Select the “I forgot my password” option on the login screen of our website and enter the email address you registered with us. Then click on “Reset password” and we will send a password reset email to your verified email address.

If you have not received the password reset email, please ensure that you have verified your registered email address with us. To verify your email address, please click on the link we emailed you when you started your registration with us.

 

You can request a new PIN by using the following options:

 

Text

 

Text the words 'LOAN' and 'PIN' to 82777 by using the mobile number that you registered with us and we will send you a new code. Text messages will be charged at your standard network rate.

 

Telephone or Email

 

Please contact our Customer Services Team and they will be able to assist you.

Why can't I login to my account?

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.

How can I track the status of my application or account?

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.

How do I update my details?

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.

Application Process

Why have I been asked to send supporting documents?

In order to lend responsibly, sometimes we ask some of our customers to provide extra documents to support their application, such as bank statements, a copy of your debit card, ID or a proof of your address. We do this to check things such as identity or income information before lending. We ask these customers to send documents including 30 days’ worth of bank statements and/or the front view of their bank card.

What is the pin code or password used for?

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.

Complaints

How can I make a complaint?

We always want to give our customers the best possible service and if you are dissatisfied with any of our products or services please allow us to rectify that by contacting us using any of the methods listed on our contact page. If you are still dissatisfied, please visit our complaints page if you wish to escalate the issue.

Is your complaints service affected by Coronavirus?

We are operating a reduced service currently because we believe it is critical to do our part to help reduce the transmission of the Coronavirus. We naturally expect slight delays in acknowledging your complaint or responding to your general query at this time, but we are doing everything we can to minimise any impact on our customers. If you require immediate assistance you can contact our customer service team on 020 3006 2000.

Will I still receive a final response within 8 weeks during Coronavirus?

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.

Will my redress payment still be processed during Coronavirus?

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.

I have a complaint which I have not yet submitted, what should I do?

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

Coronavirus

How is the MYJAR service impacted by Coronavirus?

Due to the Coronavirus isolation period, we may have to operate a reduced telephone service, whilst we manage anticipated reduced staff levels. However, our customer service team will also 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.

How can I make a payment or update my card details?

Our customer self-service options will be available and you can log in to your account at any time at www.myjar.com to make a payment or update your card details. Our customer service team can still take payments from your registered card, but they are unable to add any new card details whilst they are working from home. Protecting your personal data is important to us, so please do not share or provide your card details over the telephone or in an email. Please email us at info@myjar.com if you have any difficulties logging into your account or accessing our online self-service options, we can provide you bank account information, so that you can make a payment directly into our account.

My health or income has been impacted by Coronavirus so can you freeze my repayments?

If you are facing financial or health difficulties, related to Coronavirus,  you can email us at info@myjar.com, or call us on 0203 006 2000 and we will assist you during this difficult time.  We will ask questions to assess your situation so that we can offer the best solution that suits your needs. Otherwise, your loan repayments or any other repayment we have agreed with you will continue to be collected as normal.

I am over 70 or have been told by the NHS to self-isolate for 3 months, what should I do?

If you are over 70 or have been told by the NHS to self-isolate for 3 months, please contact us immediately, so that we can assist you during this difficult time.  You can email us at info@myjar.com, or call us on 0203 006 2000.

How do I get up to date information from you if things change?

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

I have a question that has not been answered on your 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.

How has Coronavirus impacted MYJAR?

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.

If I cannot make my loan payments due to Coronavirus, how will this impact my credit file?

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.

If I have a MYJAR loan can I get a payment deferral?

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.

Customers

Do I still need to repay my loan?

The terms and conditions of all loans remain as agreed when the loan was taken out and payment is due in line with the agreement with Myjar Limited (in Administration). This applies to all loan products.

What will happen if I don’t repay my loan on time?

The terms and conditions remain as agreed when the loan was taken out.

For further information please go to https://www.myjar.com/frequently asked questions

Can I take out a new loan or add additional funds to my existing loan?

The Firm is unable to provide further lending from the date of the Administration appointment.

I can’t afford to repay my loan. What should I do?

If you can’t repay your loan on time, please call Customer Support straight away on 020 3006 2000

 

For further information please go to https://www.myjar.com/frequently asked questions We’re  committed to helping customers in financial difficulty. The organisations below offer free debt advice and may be able to help you too:

 

 

Sources of Free Money Advice
Organisation When Contact Details Hours of Help Advice/Services Where
STEP CHANGE DEBT CHARITY You've got surplus income once your priority debts are paid and prefer an adviser to negotiate with creditors on your behalf. www.stepchange.org
T: 0800 138 1111
Mon to Fri 8am to 8pm; Sat 8am - 4pm Debt Management Plan and insolvency advice
Online Debt Remedy self help tool
UK
NATIONAL DEBTLINE You'd like advice on how to deal with debt problems and you're happy to speak to creditors yourself. www.nationaldebtline.co.uk
T: 0808 808 4000
Mon to Fri 9am to 9pm; Sat 9.30am - 1pm Budgeting, debt solutions and free self-help information pack
My Money Steps - online self-help tool
England, Scotland & Wales
CITIZENS ADVICE BUREAU You're in serious financial difficulties and you’d prefer face-to-face help from an adviser. Face to face – search online for local Citizens Advice Bureau
www.adviceguide.org.uk
Times vary depending on branch Advice on managing your money
Budget planner

 

How do I repay my loan?

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.

I need to talk to someone about my loan or I have a question which is not answered here

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.

Will I still be able to access my account during the Administration?

The Administrators will continue to provide access to the website.

What should I do if I have information about the Firm?

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

Financial Advice

Will late repayments affect my credit score with you?

Yes. Late repayment of any loan will damage your credit score. The impact will depend on the frequency and length of delayed payments. If your loan remains unpaid, we may register a default against you at a credit reference agency but if we do so, we will give you notice that this is what we plan to do. A default registered on your credit file is likely to have a significant impact on your ability to get future credit.

What happens if I experience financial difficulties?

We understand the stress that can be caused by financial difficulties. If you let us know that you are struggling, we will always try to help you by allowing you additional time to pay.

 

Although we are not authorised or regulated to provide debt advice, we support the work of the leading free debt advice agencies. They each have specially trained staff to help people with money problems and their success rate in finding good solutions is very high.

 

We work closely with Payplan, one of the leading providers of free debt help. You can also get free independent debt help from National Debtline, Christians Against Poverty and Stepchange Debt Charity. You can also find details of your nearest Citizens Advice office.

 

We will always work with these agencies to find the best outcome for you. National Debtline have produced an advice sheet that you might find useful and it can be found at Payday loans fact sheet.

 

You might also be eligible for benefits that you are not claiming. You can visit the Government’s benefits calculator page at which gives very helpful advice.

How do I put you in touch with the debt management company I'm working with?

If you are currently working with a debt management company, please ask them to contact us in writing with their authorisation to act on your behalf. They can contact us via email at dsa@myjar.com or fax the documents to 0203 004 0991. Once we receive the appropriate documentation, we will contact them directly.

What does it mean if you send my account for debt collection?

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.

Where can I get help with my debts?

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.

What is a default notice?

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.

Where can I get help to create a personal budget plan?

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.

General Queries

Do I need to have a bank account?

Yes, and you will need to have a debit card linked to the account. This is because we will send money directly to your bank account upon approval of your loan and we then collect the repayments using the linked debit card. We do work with customers who have a basic bank account and debit card, but we do not approve applications with a prepaid or credit card.

How do your loans work?

We provide short-term loans of 3, 6, and 12 months with a credit limit of up to £2000.

 

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

 

Our loans are repaid by installments and are available for new and returning customers, subject to eligibility. We will automatically collect each installment from your debit card monthly on the date you chose when you requested the loan.

 

Each installment includes a combination of both interest and loan capital.

Do you charge for a transferring money into my account?

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.

How much does it cost to contact you?

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.

What is APR?

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.

Miscellaneous Enquiries

Data Subject Access Request - How can I make a data subject access request?

Under the Data Protection Act 2018 and General Data Protection Regulation, you are entitled to request the personal information that we hold on file for you. You can request this via email, phone call or post, the contact information is listed below. Alternatively, you can send us a message via our contact form. When making a data subject access request, we require you to provide a copy of your ID.

 

Email: dsar@myjar.com
Phone: 020 3006 2000

 

Write to us:
MYJAR
Unit 22426
Po Box 7169
Poole
BH15 9EL

 

Contact form: 'Get in Touch'

Data Subject Access Request - What information is already available on the website and how can I access it?

You can access some of the information that we hold about you via your secure account area. Simply log in to view.

Data Subject Access Request - Do you require a fee before providing the information?

We do not charge any fees to obtain copies of the personal data we hold on file.

Data Subject Access Request - What information do you hold about me?

We only hold as much information as we believe is necessary in order to carry out our services to you. Information is held only for an amount of time that is appropriate to carry out those services.

 

Some information that we may hold about you includes:

 

  • Information from the Website including your IP address, operating system and browser type;
  • When you open an account, you will be required to provide us with personal and financial information in order for us to decide whether to lend to you;
  • Information regarding how you use and manage your account, your repayment history and details of transactions you carry out with us;
  • Information we obtain from third parties such as Credit Reference Agencies
  • Correspondence that is exchanged between us including telephone calls (which may be recorded), letters, e-mails, SMS messages and live chat;
  • Feedback and responses to research surveys which you provide to us.

 

You have the right to the specifics of the information that we hold about you at any time via making a Data Subject Access request.

Data Subject Access Request - Why do you hold information about your customers?

We hold information in order to give the best possible service to our clients.

 

Some of the ways we may use your personal data are:

  • to assess your credit history, confirm your employment and make lending decisions;
  • to search credit reference agencies’ (“CRAs”) and fraud prevention agencies’ records;
  • for the purposes of collecting your loan repayment(s) and for the collection of unpaid loans, including providing your data to third party debt collectors;
  • to develop and improve the products and services that we provide.

 

For more information, please read our Privacy Policy.

How do you measure the % of customers who would recommend you?

Your feedback is always important to us and we use several ways to gauge customer satisfaction. This includes surveys and telephone interviews that may be used to help us improve our service. We invite customers to review us via the independent review website TrustPilot with the rating and number of reviews being published both on our website and TrustPilot’s.  But don’t just listen to what we have to say, take a look for yourself at what our other customers are saying. You can visit our Trustpilot page to verify our customer reviews or leave your own review.

Where can I see your terms & conditions?

Before you complete your loan request you will be required to read and accept a Credit Agreement for your loan, a Standard European Consumer Credit Information (SECCI) and an Adequate Explanation. These documents set out clearly the terms and conditions of your loan with us.

 

However if you do have any further questions, please contact here:
Email: info@myjar.com
Telephone: 020 3006 2000

Where can I get information regarding your privacy policy?

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

Is your service affected by weekends and bank holidays?

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

How can I send feedback regarding your service?

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.

How do you use my debit card details?

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.

When is your call centre open?

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

How do I report fraudulent activity?

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.

Data Subject Access Request - How long does it take for me to receive the requested information?

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.

 

Redress Complaints

Am I eligible to make a claim?

If you believe that you were provided with an unaffordable loan(s) through Myjar you may have an eligible claim. The Joint Administrators are currently reviewing the position with regard to potential redress complaints and will advise potential claimants in due course of the claim process.

What is an “unaffordable loan”?

The unaffordability of a loan will be assessed by the Joint Administrators, looking at criteria of the loan at the time it was taken out by the customer and referring to FCA rules and the Financial Ombudsman’s approach.

 

For more information, we suggest you visit guidance notes from the Financial Ombudsman: https://www.financial-ombudsman.org.uk/publications/technical_notes/payday-lending.html

How do I make an unaffordability claim?

As advised above, The Joint Administrators are currently reviewing the position with regard to potential redress complaints and will advise potential claimants in due course of the claim process . If you believe you are eligible however, you can make a claim through the Customer Support team at https://www.myjar.com/get-in-touch/ or via phone at 020 3006 2000

I have an unaffordability claim which I have not yet submitted, what should I do?

If you are a customer and believe you were sold an unaffordable loan or lent to unaffordably, but have not received any communications from Myjar, please contact Customer Support on 020 3006 2000

 

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

Do I need to use a Claims Management Agency (CMA) or Claims Management Firm (CMC) to make my claim?

A CMA/CMC can also help you submit a claim. It is up to you if you want to use one. If you decide to use a CMA/ CMC, please make sure you understand the scope of their services and how much the service will cost you before agreeing to its service.

I have previously submitted an unaffordability claim to Myjar which has not yet been finalised nor agreed. What will happen to my claim? Do I need to resubmit my claim?

Any unaffordability claims which were being handled by Myjar will now be assessed by the Joint Administrators. You will not need to re-submit a claim, however, it is important to note that the claim may not be wholly resolved within the usual eight-week timeframe.

 

Due to the volume of claims that have been and will be received, the Joint Administrators are working with Myjar to finalise the assessment methodology. Further updates on unaffordability claims will be posted here when available: http://harrisons.uk.com/myjar.

 

Should your unaffordability claim be upheld, you would be considered an unsecured creditor for the value of the assessment claim. However, the timing and quantum of the final creditor claim is currently unknown and will not be known for some time. Please do note, however, that any payment is highly likely to be smaller than the accepted claim amount. This is because the total value of all accepted claims 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.

I have previously submitted an unaffordability claim to the Financial Ombudsman Service (FOS) which has not been finalised nor agreed. What will happen to my claim? Do I need to resubmit my claim?

Any unaffordability claims which were being handled by the FOS are now in the process of being handed back to the Joint Administrators. You will not need to re-submit a claim. Your FOS claim will now be assessed by the Joint Administrators in due course. It is important to note that the claim may no longer be resolved within the usual eight-week timeframe. We understand that the FOS has been in contact with you in relation to these.

 

Due to the volume of claims that have been and will be received, the Joint Administrators are working with Myjar to finalise the assessment methodology. Further updates on unaffordability claims will be posted here when available: http://harrisons.uk.com/myjar.

 

Should your unaffordability claim be upheld, you would be considered an unsecured creditor for the value of the assessment claim. However, the timing and quantum of the final creditor claim is currently unknown and will not be known for some time. Please do note, however, that any payment is highly likely to be smaller than the accepted claim amount. This is because the total value of all accepted claims 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.

If I have an unaffordability claim, when will I be paid?

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.

I have already received confirmation that my unaffordability claim has been agreed and the amount that I will receive. When will I receive this?

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

Will the FSCS pay my claim if Myjar does not?

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

If I have previously received a redress payment from the Firm, can I claim again?

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.

What should I do if I am approached by someone saying they work for Myjar or Harrisons Business Recovery & Insolvency (London) Limited or the Joint Administrators and want to help me submit a claim?

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.

What should I do if someone has indicated they can ensure I can get a higher claim amount, but I have to pay them a fee first?

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.

Will anyone ask for my bank details?

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.

Suppliers

I am owed money by Myjar, what should I do?

Check your contract. If your contract was with Myjar and you have not been paid for goods or services provided, please provide details of your claim to the Administrators at:

 

The Administrator of Myjar Finance Limited

 

20 Midtown

 

20 Procter Street

 

London

 

WC1V 6NX

 

 

Or

 

 

myjar@harrisons.uk.com

What should I do about orders that were placed before 22 December 2020 but not yet delivered?

Please make contact with your usual contact at Myjar in the first instance.

Do I need to continue to supply to the Firm?

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.

What should I do if I have information about the Firm?

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

What can I do if my question has not been answered in this FAQ section?

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.

The Loan

How long do I have to cancel my loan?

You can cancel your loan at any time up to 14 days after the loan has been paid to you. If you want to withdraw you must notify us of your intention to do so, either in writing or over the phone. Speak with a Customer Services Representative on 020 3006 2000. To cancel in writing you can write to MYJAR, Unit 22426, Po Box 7169, Poole, BH15 9EL, fax your cancellation notice to 0203 004 0991 or email info@myjar.com.

 

If you cancel your loan you must repay the amount of credit and accrued interest (from the date the credit was provided until you repay the credit) without undue delay and no longer than 30 calendar days after giving notice of withdrawal. The amount of interest that will accrue per day is set out in the loan agreement that you have completed with us. If you ask us to, we will inform you without delay of the amount of interest payable per day.

 

You can repay the capital borrowed and interest by calling us on 020 3006 2000 and using the debit card that we have registered for you or by bank transfer. You can also request our bank details by emailing us at info@myjar.com.

Can I repay the loan before the repayment date?

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.

Do I get a discount if I repay my loan early?

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.

The Repayments

Where can I see my repayment schedule?

Logging in to your account will give you access to the details of your account including the repayment schedule. This is also where you can go to make early payments. Remember, we only ever charge you interest on the days that the loan remains outstanding, so we strongly encourage you to pay early whenever you can, that way you can save yourself money.

How can I check my balance or repayment date?

To check your outstanding balance or loan due date, please log in to your account.

How long will I have to make repayments?

Our short-term loans are repaid via monthly instalments. You can choose to repay in full at any time and you will only pay for the days that you have borrowed. If you want to make additional payments to reduce the interest you repay, you can log in to your account to make a repayment.

 

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

How are loan repayment arrangements agreed?

We always try to ensure that loans are affordable for our customers. The full schedule of payments will be available in your online account area so that you will always know when the next payment is due. In addition to this we will also send you a reminder in advance of each scheduled payment through SMS and email.

 

If you miss a payment we will contact you to let you know what has happened and we will try to take the payment again. It is our aim to make this as easy as possible so that you can avoid damage to your credit score with Credit Reference Agencies. It’s not in our interest to have customers who are getting into financial difficulty so this is as important to us as every other stage of the process.

 

There is always the option to make additional payments or to repay the balance in full at any time during the agreed loan repayment period.

What methods of payment can I use?

Once we have agreed on the most convenient time of the month for you to make repayments we can then take payments using a Continuous Payment Authority using the details of your debit card. These automatic payments will be prearranged in a repayment schedule that you can view at any time.

 

If you wish to make a payment outside of the scheduled arrangement, then you can do so 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.

 

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”.

What is a continuous payment authority and how does it work?

When you sign up with us, you provide details of your debit card and agree that we can take payments from that card to repay your loan. This is called a Continuous Payment Authority. We will never take more money than we are owed by you and will always tell you that we intend to take a payment. The amount we try to take will be the full instalment that is due, which may include unpaid interest.

 

If there is not enough money in your account to pay your instalment when it is due, we will contact you and let you know, and if appropriate, try to take the payment at a later time using your Continuous Payment Authority.

 

We will only ever try to take the payment, using the Continuous Payment Authority, a maximum of twice for any loan. If we are not able to obtain payment from your card after the second attempt, it will be your responsibility to arrange payment to us.

 

We will always confirm that your payment has been received. Payments to us will appear on your bank account as “MYJAR”.

Why do you use a continuous payment authority arrangement?

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.

Can I cancel a continuous payment authority?

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.

What are the charges for late payments?

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.

Why hasn't my repayment been taken from my bank?

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”.

Can I change the dates of my repayments?

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.

What if I lose my debit card or it expires?

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.

Sorry, we can't answer your question here.

Please feel free to contact us & we'll be happy to answer your question personally.

Privacy Overview

This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.

Strictly Necessary Cookies

Strictly Necessary Cookies should be enabled at all times in order for the site to function properly. We use necessary cookies to show you your accurate login status, and use them for storing your cookie preferences.

Non-Essential Cookies

This website uses Non-Essential Cookies to understand how people use our website. This helps us improve the performance of our site for our customers.

 

We are using both First Party and Third Party Non-Essential Cookies. By disabling them, some parts of the website might appear broken.

Cookie Policy

More information about the Cookies we use can be found in our Cookie Policy