Help and support

A personal loan allows you to borrow a fixed amount of money and repay it in monthly instalments over an agreed period. These repayments include interest, so the total amount you repay will be higher than the amount borrowed.

You can borrow from £1,000 to £35,000, subject to eligibility and affordability.

You can take out a loan for 1 to 8 years.

Yes, in the right circumstances debt consolidation could be useful. If you have all your debts in one place, you only have to track one interest rate and make one payment each month.

Before applying you should review your options to make sure that the loan is right for you. Compare the rates of interest between your current loan or credit card providers and a loan with us, and consider how long the loans are for.

Sometimes taking out a loan to manage your finances can mean you end up paying a higher rate of interest, or it could take longer to pay the money back.

You can't use our personal loans to invest in or trade in cryptocurrencies or other high-risk investments. This is because the value of cryptocurrencies – or stocks and shares – can rise or fall, and you could lose some or all of your money.

As the market for cryptocurrencies is available 24/7, this could negatively impact you if you’re struggling with a gambling addiction.

Visit Gamcare to get free advice and support for a gambling or trading addiction.

You can apply online for a loan by visiting our loans page.

You’re eligible for a loan with The AA and NatWest Boxed if you:

• Are aged 18 or over 
• Are a UK resident with a UK address
• Haven’t been declared bankrupt in the last 6 years 
• Haven’t applied for a loan with The AA or NatWest in the last 28 days

During the application, we'll ask you about your finances. This will include your employment status, salary and monthly outgoings. Depending on your individual situation, we might ask for more information to help us make a decision about your ability to pay back a loan.

You'll also need to verify your identity during the application. This will involve taking a photo of your ID, and recording a short video of yourself.

If you’re not able to take a video to confirm your identity, chat to us to discuss your options by logging in to your loan account and selecting the icon in the bottom right of the screen.

All of our loan applications go through a standard credit scoring system, which helps us decide whether we can lend you money and which rate you’ll get.

This consists first of a soft credit check to provide your personalised quote. This will not appear on your credit file. As part of the full application, we’ll do a hard credit check, which will be shown on your credit file.

Credit scoring works by taking all of your personal information and giving each relevant detail a ‘score’. These individual values are then added together to provide a final score, which we use as a basis to make our decision.

As we offer a personalised quote which is based on your individual circumstances, and the amount you’d like to borrow, we do need to capture your personal details.

If you apply for a loan with us, a credit search will be registered at the credit reference agencies.

You’ll normally receive a decision for your loan application within minutes of applying. In some cases we’ll need to perform extra checks, which could take up to 3 days. We’ll get in touch with you once those checks have been completed so that you can finish your application.

If your application is successful, we aim for the money to be in your bank or building society within 2 hours of receiving your signed agreement.

Yes. You have 14 days to cancel, starting from when you receive your loan. You’ll need to repay the full amount you’ve borrowed, but we won’t apply any interest fees or charges.

If you do change your mind about taking out a loan, just contact us within this 14-day period:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 502 2414 (Monday to Friday - 9am to 5pm; bank holidays - closed)

If you think you’ve been a victim of fraud or a scam, call us immediately on 0808 502 2414. You can also report it to Report Fraud.

For information on recognising and protecting yourself from loan-related fraud, please read our guide.

You’ll need to make your monthly repayments by Direct Debit, unless we agree otherwise. This will be set up from the bank or building society you chose during your application.

If you want to change the account that your repayments are paid from, you can:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 502 2414 (Monday to Friday - 9am to 5pm; bank holidays - closed)

Your first loan repayment will be one calendar month from the date the loan is released to you.

You'll find the date on your welcome letter. If this day falls on a bank holiday or weekend, the repayment will be made on the next business day.

Yes, you can change your Direct Debit date. Get in touch and we can help:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 502 2414 (Monday to Friday - 9am to 5pm; bank holidays - closed)

Changing your Direct Debit date will have an impact on your regular repayment amount as well as altering your loan term slightly. This will impact the total amount of interest you pay.

If you miss a payment, you can call us on 0808 175 4019 and pay any money you owe. You won't be charged for any late payments. But depending on your situation, your credit file may be impacted by missed or late payments.

If you’re having trouble paying back your loan, or you think you may struggle in the near future, please get in touch as soon as possible:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 175 4019 (Monday to Friday - 9am to 5pm; bank holidays - closed)

Where to get help:

There are a number of organisations who give confidential and impartial debt advice. Contacting them is free and won't impact your credit score.

• Citizens Advice
• Money Helper
• StepChange
• National Debt Line

No, our loans don't come with a payment break option. If you're struggling to keep up with the repayments on your loan, let us know as soon as possible so we can help:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 175 4019 (Monday to Friday - 9am to 5pm; bank holidays - closed)

You can pay your loan off early at any time. This is known as an Early Settlement.

If you want a full Early Settlement to pay off your loan, log in to your loan account and select 'Request early settlement'. You'll then receive an Early Settlement quote.

If you do want an Early Settlement, this may result in a charge of up to 58 days' interest.

An extra payment is any payment you make over your monthly Direct Debit amount. You can make an extra payment at any time. To do so, log in to your loan account and select 'Make extra payment’. You'll find the details you need to transfer money from your bank account directly to your loan. As a result of any extra payments, we reduce the term of your agreement unless you request otherwise.

If you make an extra payment in error, you can ask us to reverse it within 30 days of making the payment. If successful, we'll return the money to the original payment method.

If we reverse part of an extra payment, any remaining extra payment will be applied to the loan. This amount will not be reversed.

You can log in to your account to check what's left to pay back on your loan.

Let us know if you need to update your personal details:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 502 2414 (Monday to Friday - 9am to 5pm; bank holidays - closed)

If you have a complaint, we really want to hear from you - so we can try and put things right, as well as improve our services for all AA members and customers.

Get in touch with your concerns and we'll aim to deal with them as quickly as possible:

• Chat to us by logging in to your savings account and selecting the icon in the bottom right of the screen
• Email us at [email protected]
• Call us on 0808 502 2414

Firstly, we’ll let you know we’ve received your complaint. Then we’ll give you a complaint reference number to use if you need to contact us. That way, we can find your information quickly.

We may need to talk to you to help put things right. So please give us your up-to-date contact phone number and email address.

You’ll receive a letter to acknowledge your complaint - along with our complaints leaflet (PDF) - within 5 business days, outlining the next steps.

We aim to provide you with our final complaint response letter within 3 weeks of the complaint being raised. If we need longer than this, we’ll let you know in advance.

We can provide documents in braille, large print or audio. If you need any of these formats, please get in touch:

• Chat to us by logging in to your loan account and selecting the icon in the bottom right of the screen
• Email us on [email protected]
• Call us on 0808 502 2414 (Monday to Friday - 9am to 5pm; bank holidays - closed)