FAQs
Find the answers to your questions with no hassle
- Changes to your MyHPF app
- I’m having problems logging into my online account
- Can I make extra payments?
- How do I see how much I have left to pay?
- How do I make payments?
- Can I manage my account online?
- How do I update my Direct Debit details?
- What can I do if I can’t afford my repayments anymore?
- How do I sign my loan agreement?
- Is there a cooling off period?
- How do I get a settlement figure?
- Be Fraud Aware
Changes to your MyHPF app
On 14 February 2022, we rebranded from Hitachi Personal Finance to Novuna Personal Finance with a fresh new look and feel. We’re really excited about our new brand and hope you love it as much as we do. As part of these changes, your MyHPF app has also changed, please read the updates below to understand how this might impact you.
How do I log into the new app?:
Apple users
Your MyHPF icon should update automatically to our new purple Novuna icon on your mobile device. If this hasn't happened, click your MyHPF icon and follow the prompts to update. Following this update your app will now show as Novuna Personal Finance.
If you are facing any logging in issues, please ensure you have downloaded the latest version of the app.
Android users
If you have an Android phone, please visit the Google Play store and download the new Novuna Personal Finance App.
I can’t access the new app:
We recommend signing in using your email address, password and memorable word when logging into Novuna Personal Finance for the first time. If you can't remember these details, please follow the ‘Having trouble logging in’ link for support.
Desktop/Mobile Browsers
Update your bookmarks and use the new address:
https://my.novunapersonalfinance.co.uk/oss2/customer/
If you are facing any issues logging in, please ensure your browser cookies are enabled (including 3rd party cookies). It may also be necessary for you to clear your website browser cookies and search history.
For more help, please visit the relevant sections below:
Clear cache & cookies - Android - Google Account Help
Apple - Support - Search (UK)
Instructions for Microsoft Edge
Clear cookies and site data in Firefox | Firefox Help (mozilla.org)
I’m having problems logging into my online account
Click here to reset your log in.
You will only receive an email if the address entered matches that on your account, please check your junk folder too. If the email isn't in there and hasn't arrived after 20 minutes, please get in touch.
If you’re struggling to find your agreement number, it is noted near the top of some of the correspondence you've received from us about your agreement, such as your welcome email or an annual statement. Additionally, if you have a direct debit set up your agreement number is shown in your direct debit reference on your bank statement.
Can I make extra payments?
Yes. Simply log into your account and select 'Make a Payment' from the menu list then enter the amount you would like to pay.
Payments higher than your monthly repayment will be deducted from the outstanding balance without affecting your monthly payment. Amounts less than your monthly repayment will reduce your next Direct Debit.
How do I see how much I have left to pay?
You can view your remaining balance and when your final payment is due by logging into your account.
How do I make payments?
We will take your scheduled payment through Direct Debit on or around your due date each month until your agreement is completed. Once we have taken your final payment, we will stop requesting the Direct Debit.
Can I manage my account online?
Yes, you can make payments, send secure messages, check your balance, change your monthly payment due date and much more. You can download the app via App Store or Google Play. Alternatively, you can login via a browser.
How do I update my Direct Debit details?
You can update your details including your due date online or via the app by logging in and selecting ‘change Direct Debit’ from the options.
If, at the time of your Direct Debit is in the process of taking your next payment, it will not be possible to update your Direct Debit details straight away.
Please note: We cannot accept a Direct Debit Instruction from a company bank account
What can I do if I can’t afford my repayments anymore?
We understand circumstances can change and once we know more about your personal and financial situation, we can look at other options available to you.
We may also need additional information about your situation to ensure the most suitable arrangement is put in place.
If you feel as though you need further support, there are plenty of debt charities and not-for-profit organisations who will be able to provide financial advice such as the ones listed below:
- StepChange Debt Charity
- National Debtline
- Citizens Advice Bureau
- Money Advice Service
How do I sign my loan agreement?
You can sign your loan agreement online using our e-signature service, this is a fast and simple way of signing your agreement and enables us to get the funds to you as quickly as possible.
If you have not signed your agreement within 30 days, your loan offer will expire, and another application will need to be submitted.
Is there a cooling off period?
Yes, you have 14 days to withdraw the agreement. If you don’t wish to continue, please call our Customer Service Team on 0344 375 5500 within this time period or we'll assume you're happy with everything and you will be bound by the terms of your loan.
How do I get a settlement figure?
You can get a settlement quote online or via the app. Select ‘Settle agreement’ from the list of options in the menu. This will show your current settlement figure and you can also make a settlement payment on this page.
Be Fraud Aware
Please be aware of fraud and scammers. Novuna Personal Finance have recently been made aware of scammers potentially using our brand to commit loan fee fraud, asking for an upfront payment before any finance is released.
We never request any upfront payments from any customers at any stage. If you are asked by someone purporting to be from Novuna Personal Finance to make an advance payment, please DO NOT do so and please do not provide any personal bank account or card details.
Money Worries
We understand these can be difficult times and it’s not always easy to talk about. We promise to be open and honest and take your individual circumstances into account to reach a resolution that works for you. All information provided is kept strictly confidential.
Here are the options we offer if you find yourself in financial difficulty.
Payment Holiday
The closing date for applying for a payment holiday has now passed. If you find yourself in financial difficulty, please look at the other options in the money worries section. This provides you information on the support we can offer to you
Payment Arrangement
We can work with you to reduce your monthly payments to make it more affordable in the short term until your circumstances improve, or for a longer period if needed whilst you are adjusting to a revised financial position.
This may be a suitable option if you are able to catch up on any arrears that accrue as a result of your reduced payment arrangement.
If you would like to apply for a payment arrangement, please fill in our web form and we will be in touch within the next 5 working days.
IMPORTANT - Please be aware this may have an impact on your credit file, as arrears and the reduced payment arrangement will be reported to Credit Reference Agencies.
Payment Hold
If you’re unable make your next payment or are in arrears, and need some time to get debt advice, we can put your agreement on hold for 30 days. This option would be suitable:
- If your circumstances have changed and you need time to work out your new financial situation.
- If you expect your circumstances to improve within the next month.
If you would like to apply for a payment hold, please fill in our web form and we will be in touch within the next 5 days.
IMPORTANT - Please beware this may have an impact on your credit file, as arrears will be reported to Credit Reference Agencies.
Debt Advice Charities
There are several charities and not-for-profit organisations who offer free and impartial advice:
Further Support
HMRC
The helpline allows any business or self-employed individual who is concerned about paying their tax due to coronavirus to get practical help and advice. If you're unable to pay due to COVID-19, HMRC will discuss your specific circumstances to review your options. The helpline number is 0800 0159 559 or visit their website.
Financial help for freelance and contract workers
The government website is the best place for information on universal credit and statutory sick pay.
NHS Live Well
For advice and support on dealing with illness and staying healthy, visit the NHS Live Well website.
Postal Delays
Covid-19 has caused delays in postal deliveries across the UK, which may mean information takes longer than expected to reach you. It may also cause a delay in us being able to process items sent to us such as cheques or changes made to your agreement.
If a cheque was received on time, but not processed in a timely manner, you will not incur any additional charges and your credit file will not be affected.
To avoid potential late payments, please use CHAPS or Faster Payments through your bank to make payments instead of sending cheques in the post.
You can also manage your account and make payments online or via the Novuna Personal Finance app.
The impact of our name change on your credit report
We have recently changed our name from Hitachi Capital (UK) PLC trading as Hitachi Personal Finance and Hitachi Consumer Finance, to Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance.
The change will show in your credit report (including for agreements you’ve had with us, but paid off, in the last six years).
Some credit report providers might notify you of this change as “account added” for our new name and “account removed” for our old name.
However, please don’t worry, the actual change that occurs on your credit report:
- is only a change in our name on your existing loans with us or loans you have had with us within the past six years
- it does not cause a change in your credit score (we have worked with the Credit Reference Agencies and they have confirmed this to us)
- the history, balance and all other information about your loan has not changed/is not changed as a result of our change of name
If you have concerns or questions about changes to your credit score, you need to contact your Credit Report provider directly.
We have produced the FAQ below to provide some answers to common questions and sources of further information below: