At Bumper we believe in being totally clear in everything we do.

In this responsible lending policy, we outline the things we do to ensure we always lend in a transparent and fair fashion.

Bumper will always:

• Act fairly, reasonably and responsibly in all our dealings with you.
• Not pressurise you to enter into a Paylater plan with us.
• Tell you the total amount that you will need to pay and explain how your repayments work before you apply.
• Check that you understand that we will pay your bill direct to your chosen service provider rather than paying you.
• Make sure that our service is suitable for you and your circumstances.
• Carry out a credit and affordability check with a credit reference agency.
• Explain clearly what types of information we will consider when making our decision about your Paylater plan.
• Let you know how we’ll communicate with you about your payments, how they’ll be collected and the ways you can contact us.
• Monitor our customer repayment performance for trends, including comparison against a small control group, to better understand our lending processes and decisions
• Email you a reminder at least 3 days before each payment. These emails will include details of how you can speak to us if you are struggling with your payments.
• Keep track of your payments so that if you need to talk to us about any financial difficulties, we will have the information needed to support you.

Please don’t worry, we will:

• Deal with your case individually and do everything we can to make your payments affordable.
• Suggest free and independent debt-counselling organisations, and provide details of how you can contact them if required.
• Email us at support@bumper.co or phone us on 0800 6120946
• Independent debt counselling organisations also available such as Stepchange.org available here StepChange or by phone on 0800 138 111

We are always looking to improve and welcome feedback.

We are happy to tell you about our complaints-handling process whenever you ask us. You can also find details of our complaints procedure on our website /complaints.

If you want to make a complaint, we will:

Tell you about our complaints-handling procedure whenever you ask us to.

Ensure your complaint is acknowledged and dealt with as soon as we can, ideally investigated within 48 hours of receiving it and we will try to resolve within 5 working days.

You may be able to refer your complaint to Citizens Advice for further information. Their contact details are as follows:

Website: https://www.citizensadvice.org.uk

Telephone: 03444 111 444

You can chat with them online here:

https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/chat-service-money-and-debt

You can search for your local branch here:

https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/search-for-your-local-citizens-advice