Decide on the finance option you are looking for Buy Now Pay Later or Interest Bearing finance. Give us a call or call into see us so we can start your application process online with your email/mobile number. Our webshop platform is working with Novuna to integrate finance options into our checkout on our online store, this is not available at present, but don’t worry, it doesn’t stop you completing your purchase, see below for further details on ‘buying online’

To apply for online finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more.

Unfortunately, we are unable to offer online finance to residents of Eire. Homemakers aren’t excluded from applying under their own names; however the employment details of your spouse / partner will be required in order to process your application.

Your monthly repayments will begin one month after your purchase has been delivered. For Buy Now Pay Later agreements the monthly repayments will start 12> months after the agreement has been signed.

No. There are no arrangement fees or hidden extras.

Applying for online finance couldn’t be easier from True North Cycle Hub Limited.

Our webshop platform and Novuna are working together on an integration that will allow finance at checkout stage. This isn’t available at present, but don’t worry we can reserve your bike as quickly over the phone or by email.

Let us know the purchase you wish to make, and the finance option you are looking for, check out our online calculator with our Buy Now Pay Later and Interest Bearing rates. We’ll need some personal details to start your application (name, address, contact number and email), you’ll then receive an online application form from Novuna to complete.

The whole process only takes a few minutes and is simple and secure. The deposit amount/percentage is to be paid directly to True North Cycle Hub Limited, this will secure your purchase whilst we wait for the finance agreements to be completed between you and Novuna. We will send an invoice with the full purchase amount and the deposit required. Payment can be made via BACS or over the phone. Once your finance application is approved, you will then be advised of how to sign the finance agreement and you will also receive an email confirming these details.

Please read the agreement carefully checking that all the details are correct, then either electronically sign the agreement or print and sign the agreement in both boxes. Post the signed agreement to the address shown on the covering letter of the agreement.

Following receipt of your finance agreement and a few additional checks, your goods will be dispatched.

All finance decisions will be made within minutes. Once you are approved, we will contact you (during working hours Monday to Friday) to arrange collection/delivery. If your application is referred Novuna’s Underwriting Team will review your application and may request some further information from you before making their decision.

Within minutes of your application being approved, you will be presented with the options to either e-sign or print and return your finance agreement.

If you choose to e-sign your agreement, a PDF of your agreement will be displayed on screen. You should read the agreement carefully before clicking all the relevant sections agreeing to its terms.

Once you have agreed to the terms of the finance agreement True North Adventures & Cycle Hub Limited FRN: 916312 trading as True North Adventures & Cycle Hub Limited will be notified and you need do nothing more.

If you choose to print and return your agreement you should print the agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the finance agreement.

Note that products will not be allocated to your order until your completed and signed agreement is returned and received by Novuna Personal Finance. Shipment of your goods will follow soon after your agreement has been returned and received.

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies.

This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

In addition to credit scoring, Novuna also takes into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though Novuna is unable to provide you with a main reason for declining your application, it is usually based on one, or a combination of the following:

• Your credit score (please note that every finance company will score you differently)
• Adverse credit reference agency information
• You are considered to be overcommitted
• You are aged under 18
• Your existing account performance with other lenders

Some of the information is public information, for example electoral roll, County Court Judgments and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

Send a request to the relevant credit reference agency, together with details of all addresses at which you have lived over the last 6 years:

• Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF
• Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS
• TransUnion International UK Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ

The above listed agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

Yes. We acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down. We do suggest however, that you leave at least 6 months between applications.

In order to safeguard against fraudulent applications, we regret that we’re able only to deliver goods to the home address of the applicant.

The ‘rate of interest’ is the cost you will pay each year to borrow the money, expressed as a percentage rate. It does not reflect fees or any other charges. The ‘APR’ is a broader measure of the cost of borrowing than the interest rate. The APR reflects the interest rate, and other charges that you pay to get the loan. The FCA description of any APR is “APR stands for the Annual Percentage Rate of charge. You can use it to compare different credit and loan offers. The APR takes into account not just the interest on the loan but also other charges you have to pay, for example, any arrangement fee. All lenders have to tell you what their APR is before you sign an agreement. It will vary from lender to lender.

The FCA’s definition of a vulnerable customer:

“Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care”

Every individual is unique, True North Adventures & Cycle Hub will not label any person but consider the circumstances they find themselves in.

Vulnerability is about considering an individual’s needs and whether there are any factors which indicate that the customer may need more options for support at that moment in time or on an on-going basis.  

When we have identified a customer in vulnerable circumstances, or as having some form of additional need, we will always make a consideration the following:

• Treat the customer in a way that is clear, fair and transparent
• Be flexible or adapt your approach to reflect the customer’s needs
• Listen carefully to what the customer is saying, ask questions to fullyunderstand the situation, and then respond with empathy.

What kinds of circumstances or events might cause a customer to become vulnerable?

It could be a one-off situation that has an impact on our customer, something temporary or short term. 

Or there may be a situation where the customer must make life changing decisions because of a long term or permanent situation which they must adapt to.

Either way, it’s important that our staff are really listening to what customers are saying so they can provide the appropriate support. Such subjects include:

• Addictions
• Bereavements
• Carer requirements
• Disabilities
• Emotional or mental issues
• Financial problems
• Hearing impairments
• Illness or injuries
• Job losses
• Language barriers
• Learning difficulties
• Reduced income levels
• Relationship breakdowns
• Struggles reading/writing
• Victim of crimes
• Visual impairments

Has the customer provided sensitive information about themselves?

When a specific vulnerability has been identified, True North Adventures & Cycle Hub limited should gain consent to record sensitive personal information in an appropriate way.

Can this vulnerability be put on file?

We should only record what is necessary.

When consent has not been provided we could consider recording minimal health information if:

• The customer is incapable (mentally orphysically) of providing consent due to their circumstances
  
  
• The customer will be disadvantaged if we fail to act on the information they provided.

Maintaining appropriate systems and controls ensures the fair treatment of vulnerable customers.

These include:

• Having policies, processes and procedures inplace for vulnerable customers
• Ensure staff have sufficient skills andcapability to support vulnerable customers
• Understanding the needs of the customerbase –do you often deal with customers withcertain types of vulnerabilities?
• Review and monitor regularly, makingimprovements when needed.

What can happen without support?

Identifying someone who may be a vulnerable customer is the first step in providing the support they might need.

Without taking effective steps to identify these customers, it could lead to them:

• Purchasing unsuitable or being mis-sold products or services that do not meet their needs
• Being more at risk of debt
• Paying more than efficient costs for products or services

On the rare occasion that we do receive a complaint, we take it very seriously.

If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

• Phone: 01146989609
• Email: info@truenorthcyclehub.co.uk 
• Address: True North Cycle Hub Limited, Step Business Centre, Deepcar, Sheffield. S36 2TS

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you. They can be contacted in the following ways:

• Phone: 0300 123 9 123
• Email: complaint.info@financial-ombudsman.org.uk
• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk.