Frequently Asked Questions

LOAN REPAYMENTS

 

Do I still need to repay my loan?

Yes. The terms and conditions of all loans remain as agreed when the loan was taken out
and payment remains due. Your loan was with Cash on Go Limited which traded using the www.uploan.co.uk website.

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.  This means if you miss a payment, you may be charged a missed or late
payment fee and may incur additional interest.

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

Cash On Go Ltd is unable to provide further lending from the date of the Administrators’
appointment. Cash on Go Limited traded under several names including Uploan.

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

If you can’t repay your loan on time, please call uploan.co.uk Customer Support team
straight away on 0800 0239 209.  The following services are also
available:

Entity

Website

About

Citizens Advice

www.citizensadvice.org.uk

People can speak to advisors in person at a branch or on the phone.

The Money Advice Service

www.moneyadviceservice.org.uk

A government-backed service that can be contacted by telephone and has budget
calculators.

StepChange

www.stepchange.org

Debt charity that can provide free advice and a free debt management plan.

National Debtline

www.nationaldebtline.org

Offers free guidance and budget planners.

How do I repay my loan?

Your loan should be repaid in accordance with the timetable agreed when your loan was
taken out. For more information on repayment arrangements, your Continuous Payment Authority and alternative payment
methods, please contact our Customer Support Team. In case your debit card details have changed, please update your
card online before your loan repayment date.

There will be no change to our bank details. If you receive any requests to make payment
to an alternative account, please inform the uploan.co.uk Customer Support team straight away on 0800 0239
209.

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

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 www.uploan.co.uk.

If your question is not covered in the FAQs, please contact the uploan.co.uk Customer
Support team on 0800 0239 209.

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.

If your question is still not answered, please email your query to [email protected]. The Administrators’ team will look
at all queries emailed to these addresses. 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 intention is that you will continue to have access to the website and your
account.

THE ADMINISTRATION PROCESS

 

What is an administration?

An administration is an insolvency procedure regulated by the Insolvency Act 1986. The
role of Administrators is to realise the assets of the company and distribute them for the benefit of its
creditors.

The administration will last for an initial period of 12 months but may be
extended.

The Administrators will provide regular updates to creditors. Any persons or companies
who believe they are a creditor of the company should send their claims to the Administrator.

Why has the company entered into administration?

Cash On Go Ltd filed its application for an administration order on 5 March
2020
. The Company traded as uploan.co.uk and as Administrators we will investigate the
reasons for the Company’s failure and any creditor is welcome to provide us with information.

Who are the Administrators?

Adam Stephens, Gilbert Lemon and Henry Shinners of Smith & Williamson LLP were
appointed as Administrators following an application by the Company’s director. 
The Financial Conduct Authority (“FCA”) has consented to the appointment of the Administrators.

The Administrators are qualified insolvency practitioners and act independently of Cash
On Go Ltd and the director, for the benefit of all creditors and stakeholders. Their primary concern and mandate is
to ensure that they maximise the returns to investors and creditors.

Are the Administrators in contact with the FCA?

Yes. The Administrators are in regular contact with the FCA and the FCA consented to
Adam Stephens, Gilbert Lemon and Henry Shinners of Smith & Williamson LLP being appointed as Administrators of
the company.

How will my data be protected in this administration process?

As part of their role, the Administrators may need to access and use data relating to
borrowers. In doing so, they will follow all applicable data protection requirements. Information about the way they
will use and store personal data can be found at http://smithandwilliamson.com/rrsgdpr. It is important that you read the terms and
conditions so that you are aware of how and why the Administrators will be using your data.

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 call uploan.co.uk
Customer Support team on 0800 0239 209.

What should I do if I have information about Cash On Go Ltd?

The Administrators would be pleased to receive from any stakeholder any useful
information concerning Cash On Go Ltd, which may assist them.

COMPLAINTS

 

Am I eligible to make a claim?

If you believe that you were provided with unaffordable loan(s) through uploan.co.uk you
may have an eligible claim.

What is an “unaffordable loan?”

The unaffordability of a loan will be assessed by the Administrators, looking at
criteria of the loan at the time it was taken out by the customer. For more information, we suggest you visit
guidance notes from the Financial Ombudsman Service at
https://www.financial-ombudsman.org.uk/publications/technical_notes/payday-lending.html

How do I make an unaffordability complaint?

If you believe you are eligible, you can make a claim through our Customer Support Team
at [email protected] or via phone to 0800 0239 209.

Do I need to use a Claims Management Company to make my claim?

No. You can make claims directly to Cash On Go Ltd. A Claims Management Company
can also help you submit a claim. It is up to you if you want to use one. If you decide to use a Claims
Management Company, please make sure you understand the scope of their services and how much it will cost you before
agreeing to its service.

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

The 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. Currently, we do not
have a date for the payment of any claims, and we do not know what amount of funds will be available to
creditors.

If your claim is agreed by the Administrators, you will be an unsecured creditor of Cash
On Go Ltd.  This means you will be entitled to participate in any
distribution of the cash remaining in Cash on Go Ltd, once all assets have been sold or realised and the secured
creditors have been paid.

Please be aware that, if your claim is successful, the payment you receive is likely to
be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all
accepted claims received will exceed the money available to be shared out amongst the unsecured creditors. The money
available to be shared out will not be known until all of Cash On Go Ltd’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?

If you have received a Final Response Letter notifying you that your existing claim has
been agreed, and you have already accepted the offer, you will now be considered as an unsecured creditor for the
value of the amount specified in that Final Response Letter. Currently, we do not have a date for the 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 when available.

Will the Financial Services Compensation Scheme (“FSCS”) pay my claim if Cash On Go
Ltd does not?

No, the FSCS do not cover claims under consumer credit agreements.

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?

Any unaffordability claims which were being handled by the FOS will now be handed back
to the Administrators who will assess it in due course. Should your claim be upheld, you will 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.

If I have previously received a redress payment from Cash On Go Ltd, can I claim
again?

You cannot claim redress twice for the same loan. If you previously received a redress
payment from Cash On Go Ltd, then the historic loans that were redressed at the time will not be considered again.

What should I do if I am approached by someone saying they work for Cash On Go Ltd or
the Administrators and want to help me submit a claim?

Do not give your details to anyone who approaches you, alleging that they work for Cash
On Go Ltd, the Administrators, 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 on 0800 0239 209.

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 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 Company or third party to submit a claim. Using a Claims Management Company or
third party will not accelerate the claims process, nor entitle you to a higher claim amount. If you decide to use a
Claims Management Company, please make sure you understand the scope of their services and how much it will cost you
before agreeing to its service.

Will anyone ask for my bank details?

We will never ask for your account details or security details by phone or email.  Should you need to update your bank account or card details, you should
access your online account as normal.

CREDITORS

 

I am owed money by Cash On Go Ltd, what should I do?

Check your contract. If your contract was with Cash On Go Ltd and you have not been paid
for goods or services provided, please provide details of your claim to the Administrator at
[email protected].

What should I do about orders that were placed before 5 March 2020 but not yet
delivered?

Please make contact with your usual contact at Cash On Go Ltd in the first
instance.

Do I need to continue to supply to the company?

The Administrators’ representatives will make contact with you if supply is no longer
required.

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

The Administrators would be pleased to receive from any stakeholder any useful
information concerning Cash On Go Ltd, which may assist them.

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 call uploan.co.uk
Customer Support team on 0800 0239 209.

Experiencing temporary payment Difficulties due to the Coronavirus

From 27 April 2020, we’re supporting customers who experience temporary payment difficulties as a result of circumstances relating to coronavirus.

If your circumstances have been affected by the coronavirus outbreak, we can offer you a temporary payment freeze of up to 1 month. The missed payment can be paid affordably after the end of the freeze, and you will not be charged any interest or fees for 1 month during the freeze period.

If you are experiencing financial difficulty due to the coronavirus outbreak, please contact us by phoning our Customer Support Team on 0800 0239 209 or by emailing [email protected]

Are you interested in a loan?

Use the sliders desired loan amount and term. The calculator will then show your loan in detail.

How much would you like?
Over how many months?

Monthly repayment:

Total repayable:

Representative example: Borrow £1000 for 12 months. Total repayment: £1953,07 in 12 monthly payments of £162,76. Interest p.a: 146.10% (fixed). Representative 296,91%APR.
Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk
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