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Customer support

If you are a customer who has a question regarding their finance application, you can contact our support team on support@dekopay.com or 0800 294 5891.

Monday to Friday
8am-8pm

Customer_support

FAQs

Why was my application declined

Applications can be declined for a whole host of reasons. Unfortunately, we are not given the reason why a customer is declined for a credit application. The authorisation process is carried out by the finance company and Deko has no part in the decision. The decline message is sent to us by the lender, with no justification or explanation. If you wish to find out more please contact the lender directly. Their details can be found in the email you received from us confirming the lending decision.

I want to settle my loan in full

If you would like to pay off your loan in full or make an extra payment, you can do so by contacting your lender. Their details can be found in the emails you have received from us in the past. This is also the case if you would like to change your direct debit details or find out your remaining balance.

What is a credit search?

A credit search occurs when a third party investigates your credit report. They’re looking to see how you manage your credit now, and how you’ve managed it in the past. This search may then be recorded on your credit report for other third parties to see. This is useful to lenders because if you’ve made multiple applications for credit recently, it could suggest to them that you have an urgent need for credit which you may struggle to pay back. In order to offer the best accept rate for customers, the Deko platform may perform up to three searches.

We will always perform a search on behalf of the first lender, who offers the best representative APRs (annual percentage rate of interest). If this lender declines your application we may repeat the process with a second lender, and potentially a third lender as well. These searches could be a combination of ‘soft’ quotation searches (which do not remain on your report) and ‘hard’ credit searches (which do remain on your report). The type of search we perform is dependent upon the lender in question and their instructions to us based on their lending criteria.

I’m having problems paying my deposit online

Please carefully re-enter all your card details. Your card must be enabled for 3-D Secure for us to take payment online, and the address your card is registered to must match the address on your finance application. Please note: Deko cannot take card payments over the phone or by any other means.

I’ve got a question about the status of my finance application

Please contact your retailer directly. You should be able to find their contact details on their website or on an order confirmation email. We can also assist with any generic finance application queries, you can reach us over email at support@dekopay.com.

How do I cancel my order?

Contact the retailer directly if you would like to withdraw from your finance application. You should be able to find their contact information on their website or an order confirmation email.

How do I amend my order?

Contact the retailer directly if you want to amend any part of your order, including delivery. You should be able to find their contact information on their website or an order confirmation email.

Is Deko secure?

Security is an important concern for both the consumer and the retailer during an online transaction. In reality, an online transaction is often more secure than a transaction in a shop or conducted over the telephone, as the information transmitted online is highly encrypted. Our finance gateway uses proven techniques to ensure the security and integrity of sensitive data.

Our public web servers are certified by Thawte, a leading Certificate Authority, ensuring that both the consumer and the retailer can have confidence that nobody can impersonate Deko to obtain confidential information. Data storage on Deko systems and the communication between Deko and our partner lenders networks is regularly audited to the highest standards to ensure a secure transaction environment. This includes regular third-party testing for vulnerabilities and reviews of application security and access control procedures.