Boilers
26 questions
Heat pumps
49 questions
Solar
52 questions
Home plan
Learn more
Payment options
24 questions
General
7 questions
01. General
How can I pay?
Whether it is a new heat pump, solar panels or batteries, you can pay by debit or credit card using our secure Stripe payment gateway. We also accept card payments over the phone - just call us on 0330 822 2795. If you're buying a boiler, our partner will process you payment securley through their online checkout.
We also have flexible finance options available for heat pump and solar installs if you want to spread the cost up to 10-years.
We also have flexible finance options available for heat pump and solar installs if you want to spread the cost up to 10-years.
Can I pay by bank transfer?
Yes. If you prefer to pay by direct bank transfer than just give us a call on 0330 822 2795 and we will talk you through the process.
What if I have a complaint?
We always aim to provide the best possible service to our customers, but sometimes things can go wrong. We'll regularly ask you how we're doing, because it gives us the opportunity to put things right and improve our services. You can always contact us if you have any concerns.
02. Debit and credit card
Are my card details secure?
Yes. We process card payments for our heat pump, solar panel and battery installations using the Stripe platform. Stripe processes millions of payments a year and is trusted by millions of businesses of all sizes. From startup to large companies. They follow the most strict security requirements in the payments industry.
At no point does dwellow store your card details, whether paying online or over the phone. If you chose to pay by phone the payment is handled through an automated service which means even our team never hear or see your card details.
At no point does dwellow store your card details, whether paying online or over the phone. If you chose to pay by phone the payment is handled through an automated service which means even our team never hear or see your card details.
Do you accept American Express?
Yes. We accept American Express as well as Visa and Mastercard debit and credit cards. All payments are processed via our secure Stripe payment gateway.
What is Stripe?
Stripe is payment service provider that millions of businesses of all sizes—from startups to large companies—use to accept payments, send payouts, and manage their businesses online.
Once we have processed your bank statement will normally show the charge as dwellow.co.uk or dwellow.
Once we have processed your bank statement will normally show the charge as dwellow.co.uk or dwellow.
03. Applying for finance
Do you offer finance options?
Yes. We've partnered with Humm to offer flexible finance options to help you spread the cost of your home upgrades up to 120 months (10-years). We also offer some interest-free options as well.
Dwellow Limited is authorised and regulated by the Financial Conduct Authority (Register no. 1016452). We are a credit broker and not a lender and offer credit from a panel of lenders. Credit is available subject to status to UK residents aged 18 or over. Terms and conditions apply. Not all products offered are regulated by the Financial Conduct Authority. Registered with the Information Commissioner's Office under reference number ZA026178.
Dwellow Limited is authorised and regulated by the Financial Conduct Authority (Register no. 1016452). We are a credit broker and not a lender and offer credit from a panel of lenders. Credit is available subject to status to UK residents aged 18 or over. Terms and conditions apply. Not all products offered are regulated by the Financial Conduct Authority. Registered with the Information Commissioner's Office under reference number ZA026178.
What is an APR?
Annual Percentage Rate (APR) is the official rate used to help you understand the cost of borrowing. It takes into account the interest rate and additional charges of a credit offer. All lenders have to tell you what their APR is before you sign a credit agreement.
Will I be charged for taking a finance option?
Whilst there is no charge for taking a finance option, certain finance products are liable to interest which is factored into your monthly repayments. The lender may also have late payment fees, which will be highlighted in your credit agreement.
Who are Dopple?
humm is a trading style of Humm Group Limited which is authorised and regulated by the Financial Conduct Authority. Financial Services Registration Number 954478. humm offers both regulated and unregulated products. Our interest free plans which are repayable within 12 months and in no more than 12 instalments are not regulated by the Financial Conduct Authority. Registered office: Humm Group Limited, c/o A&L Goodbody, 42-46 Fountain Street, Belfast BT1 5EF. Company Number: NI675430. Data Protection Register Number: ZB029507
What are the requirements for finance?
You must be over 18 years of age.
You should be in regular full time or part time employment and earn over £1,000 each month..
You should be a permanent UK resident holder.
Adverse credit history can negatively affect your finance application.
You'll need a valid government ID to hand when applying.
Where you are paying a deposit you'll need to use either a debit or credit card.
You should be in regular full time or part time employment and earn over £1,000 each month..
You should be a permanent UK resident holder.
Adverse credit history can negatively affect your finance application.
You'll need a valid government ID to hand when applying.
Where you are paying a deposit you'll need to use either a debit or credit card.
How do I apply for credit?
Once we have completed a design for your new heat pump, solar panels or batteries, you'll be able to apply for finance via your customer portal. If you prefer to pay by card or bank transfer at that time (we also accept open banking payments) you'll also be shown that option.
If you're ordering over the phone you'll be sent a link to the online application form to complete.
If you're ordering over the phone you'll be sent a link to the online application form to complete.
Will applying for finance impact my credit file?
When you apply for finance with humm, they will be sharing your personal data with one or more Credit Reference Agencies (CRAs) who will perform checks using public sources of data and this will leave a footprint on your records at the CRAs which will be visible to other providers of credit/other lenders/other organisations should they perform checks (full details are in humm's Privacy Policy available at https://shophumm.com/uk/privacy)
The credit check is commonly referred to as a “hard credit search”. The information provided by the CRA assists humm to assess whether the repayments on your proposed loan will be sustainable and affordable. humm provide your personal information to a Credit Reference Agency (CRA) and the CRA returns the credit information that has been matched to you.
The information will include your credit score as well as other credit and public information that is available from your credit file.The hard credit search will be recorded by the CRA and can be seen on your credit file. It may impact your credit score and will be visible to other lenders.
humm perform a hard credit check for each new application that is submitted for assessment. Too many hard credit searches on your credit file, conducted in a short period of time, could have a negative impact on your credit score.
The credit check is commonly referred to as a “hard credit search”. The information provided by the CRA assists humm to assess whether the repayments on your proposed loan will be sustainable and affordable. humm provide your personal information to a Credit Reference Agency (CRA) and the CRA returns the credit information that has been matched to you.
The information will include your credit score as well as other credit and public information that is available from your credit file.The hard credit search will be recorded by the CRA and can be seen on your credit file. It may impact your credit score and will be visible to other lenders.
humm perform a hard credit check for each new application that is submitted for assessment. Too many hard credit searches on your credit file, conducted in a short period of time, could have a negative impact on your credit score.
Can I apply for finance over the phone?
Yes. If you're ordering over the phone you'll be sent a link to the online application form to complete.
How long does it take to apply for finance?
On average it should take a few minutes to complete the humm application and once you've selected the finance plan that suits it can take up to sixty seconds for the lender to reach a decision. In the rare case where an instant decision is not possible then humm will email you to run through anything else the lender may need.
Why was my application declined?
There are a number of reasons why an application can be declined. This process is also carried out solely by the lender and dwellow has no part in the decision, nor do we receive any justification or explanation. Should you wish to find out more please contact the lender directly, using the details provided on the email you received.
If I wish to cancel at a later stage, what do I do?
Finance products have a 14 day cooling off period in accordance with the consumer credit act of 1974 – this means that within that period you can withdraw from the agreement without facing any penalties. Should you wish to cancel please contact us on 0330 822 2795.
I've got a question about the status of my finance application
Please contact us on 0330 822 2795 and one of the team will be able to help.
I've been approved for credit and paid a deposit, what happens next?
humm lets us know straight away. We will then contact you to confirm your installation and next steps. Your lender will also confirm the schedule of payments and repayment amounts.
04. Existing finance customers
How do I ask a question about my credit agreement?
In the first instance you should contact your lender directly using the details found in your credit agreement. Your lender's details can be found in the agreement that is sent to you.
What happens if I need a refund?
Refunds on finance operate in the same way as debit or credit card payments. We will contact your lender to arrange this and if you are eligible for a full refund then this will also close your finance plan.
I want to settle my loan in full, what do I do?
Should you wish to make any extra payments or settle your balance in full please contact your lender directly. Their details can be found in the agreement that is sent to you when originally applying for the loan.
How do I change my direct debit details?
You should contact your lender directly. Their details can be found in the agreement that is sent to you when originally applying for the loan.
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