Finance FAQs & Complaints

Everything you need to know about our 0% finance option — from eligibility and how to apply, to what to do if you ever need to raise a complaint. If you can’t find the answer you’re looking for, our team is always happy to help.

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Finance provider & broker disclosure

AAC Projects Limited is a credit broker and not a lender. Credit is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC, authorised and regulated by the Financial Conduct Authority.

Credit is subject to status and affordability. Terms and conditions apply. Applicants must be UK residents aged 18 or over.

How to raise a complaint

How to raise a complaint

We take every complaint seriously. If you’re unhappy with any part of your experience with us — whether it relates to your installation, the products supplied, or the service you’ve received — please get in touch using any of the details below and we’ll work to put things right.

Phone 01707 325566
Email info@aacteam.co.uk
Address Unit 1 Cadwell Lane, Hitchin, SG4 0SA

Complaints about your finance agreement

If your complaint relates specifically to the finance linked to your purchase, you can still contact us in the first instance and we’ll forward it to our credit provider, Novuna Personal Finance. Novuna will acknowledge your complaint, investigate it thoroughly, and issue their response within eight weeks.

If you can’t reach an agreement

If you are not satisfied with Novuna’s response, 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.

Write Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone 0300 123 9123
Email complaint.info@financial-ombudsman.org.uk
Website www.financial-ombudsman.org.uk

Qualifying for credit

To apply for finance with us, you must meet the following criteria:

  • Minimum age 18
  • UK resident for more than 12 months
  • Own personal bank account from which a Direct Debit can be taken
  • One of the following: permanent employment (minimum 16 hrs/week), self-employed, retired, on disability allowance, registered carer, or unemployed / homemaker (with consent of co-habiting working partner)
Qualifying for credit

Finance FAQs

Common questions about applying for and managing our 0% finance option, provided by Novuna Personal Finance.

How do I choose to PaybyFinance?
Just select the finance option when booking your installation online.
When do my repayments start?
Your monthly repayments begin one month after your installation has been completed.
Can I change my payment date?
Yes. Once you’ve received your welcome documents from Novuna, you can contact their customer service team to change your payment date.
Can I make additional payments?
Yes — you can make additional payments at any time, free of charge.
Can I change my Direct Debit details?
Yes. Please call Novuna’s Customer Service team on 0344 375 5500 to update your Direct Debit details.
How do I view my balance?
The quickest way to view your balance is to manage your account online. You can create an account or sign in to an existing one at my.novunapersonalfinance.co.uk
Who is eligible to apply for finance?
You must be over 18, work at least 16 hours a week (or be retired with an income), and have been a UK resident for 12 months or more. Unfortunately, we can’t offer finance to residents of the Republic of Ireland. Homemakers are welcome to apply in their own name, but the employment details of a spouse or partner will be required.
Are there any arrangement fees or hidden extras?
No. There are no arrangement fees or hidden extras — 0% means 0%.
How do I apply for finance?
When you book your installation through our online booking form, simply choose the finance option at the payment step. You’ll complete a short application form and receive a decision within seconds. Once approved, you’ll be guided through signing your agreement electronically (or you can print, sign and return it by post).
How quickly will my finance application be approved?
Most decisions are made within 60 seconds. If your application is referred for review, Novuna’s Underwriting Team will look at it in more detail and may contact you for additional information before issuing a decision.
Once my application is approved, what happens next?
Within minutes of approval, you’ll be given the option to e-sign your finance agreement. Your agreement will be displayed on screen — read it carefully, then click to agree to the terms. Once signed, a copy is emailed to you automatically. Your order can then be allocated and your installation scheduled. If you prefer, you can also print, sign and return the agreement by post (see the covering letter for the address).
Will you credit score me, and what does that mean?
Yes. Credit scoring is used to assess the credit risk of new applicants and is applied to all online finance applications. Points are awarded for factors like age, income and occupation, alongside information from credit reference agencies. This ensures all applicants are treated fairly and consistently. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.
If my application is declined, what is the reason?
Novuna takes into account identity verification, validation of your application details, existing commitments and credit reference agency information. They are unable to share a single main reason for declining an application, but it is usually one or a combination of the following: your credit score (every lender scores differently), adverse credit reference agency information, being considered over-committed, being under 18, or your existing account performance with other lenders.
What information do credit reference agencies hold about me?
Some information is public — for example the electoral roll, County Court Judgments and bankruptcies. Other lenders may also file information about accounts you hold with them, including payment history and outstanding balances. Any request for credit where a search has been carried out will also be recorded (though not the outcome).
How do I obtain a copy of this information?
You can request your credit file from any of the three main UK credit reference agencies: 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. Include details of all addresses you’ve lived at over the last six years. If you believe anything on your file is incorrect, you can ask the agency to correct it.
If my application is not successful, can I re-apply?
Yes. We recognise that circumstances change — a previous refusal does not mean a future application will automatically be declined. We do recommend leaving at least six months between applications.
What is APR and what is the rate of interest?
The ‘rate of interest’ is the cost you pay each year to borrow the money, expressed as a percentage. It does not include any fees or other charges. The ‘APR’ (Annual Percentage Rate) is a broader measure of the total cost of borrowing — it includes the interest rate plus any other charges you pay to take out the loan, such as arrangement fees. All lenders are required to tell you the APR before you sign an agreement, so it’s a useful figure for comparing credit offers.

Ready to spread the cost?

Book your air conditioning installation online in minutes and choose 0% finance at checkout — subject to status. It only takes a few minutes to apply, and most decisions are made in under a minute.

Our office hours are 8:30am to 5pm Monday to Friday.

Email : info@aacteam.co.uk

Phone : 01707 32 55 66

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