Where to go if I have a complaint?

We are sorry to hear you are unhappy with our services. We would love to hear from you and will aim to fix the situation. Please let us know what the problem is here. Contact Us. If you are still unhappy with our services and feel Knoma is unable to help, you can take your complaint directly to the Financial Ombudsman on 0800 023 4567
Submit complaint

Can I send you guys a message?

Absolutely - that would be lovely. Just hit the message button below and let us know what’s up. Our support team will get back to you asap and you can get on with your day.

Knoma has the following opening times:

- Monday to Friday: 8:30am to 7:30pm

- Saturday: 9:00am to 5:00pm

- Sunday: Closed

contact us

Can I call and speak to someone?

Of course you can call through! Our number is 0800 037 0289. But we don’t want you sitting around waiting on the phone, so have a think whether you can get the help you need by searching our FAQs or by sending us a quick note via Contact Us. You can also book a time to speak directly with our support team by clicking Book a Call. Please note, Knoma has the following opening times:

- Monday to Friday: 8:30am to 7:30pm

- Saturday: 9:00am to 5:00pm

- Sunday: Closed

book a call

What happens if I can’t make a payment?

Knoma is committed to making sure you stick to your repayment plan , because we lose money every time we have to chase a missed payment or a late fee. That’s why we consider every purchase application before we approve that purchase and assess whether you will be able to repay. And that’s why we are always sending you reminders when a payment is almost due. If we approve a purchase and you still get into trouble, (which can happen to the best of us!), we will immediately contact you to see if we can help. If you are facing hardship, we have hardship policy that allows us to work with you to get you back on track. As soon as you miss a payment, we will immediately stop you from making any further purchases with Knoma. This is because of our commitment to the high standards we set ourselves for responsible spending. We give you till 11pm on the following day to make your repayment and then you will incur a late fee for a missed payment that is not resolved. This will be an initial £7.50 and a further fee of £10 if the payment is not made within 7 days. To protect you, our late fees are capped and will never go higher than 25% of the price of the item you purchased. This means we can stop people deliberately taking advantage of Knoma, and stop you from going into further financial difficulty. And this way you have an incentive to stick to your plan, so you never lose control of your money.

Financial Hardship

We've worked hard to develop a Hardship Policy that lets us work together if you have trouble making repayments. Based on your unique circumstances, we have options we can consider to get you back on track and back in control of your money. Whether this means we stick to your current instalment plan, but keep talking or we come up with a new payment plan that reflects your circumstances, or we make sure you don't get any extra fees - we have options we can discuss.

So if you are facing missed payments for a number of reasons - from natural disaster to unemployment to domestic violence - make sure you reach out. Together we will come up with a plan to get you back on track. Your first step is to Contact Us. No Matter how much you owe, our hardship policy is available to every Knoma member.

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Does paying early impact my account?

You can pay off all of your instalments early one after the other or the whole amount in one go. Over time our system will get to know your ability to repay and paying on time or early will help increase your spending limits.

Remember, if you don't want to log on to pay in instalment, our automated system will collect the money from your account on the due date. Just make sure there is enough money in there for that instalment and we can take it from there. To pay early please log into the User Dashboard and click "Pay Now".

When will my first payment be taken?

Users will be asked to make the first payment at the time you create an order for a new course. This will be clearly communicated to you prior to you confirming your order. For example, if you have selected to repay the course over 12 months in monthly instalments you will pay the 1st instalment when creating an order for the course. The remaining 11 instalments will be repaid over the courses of the next 11 months in this example.

Why have I been charged a late fee?

You have been charged a late fee because you missed one of your scheduled payments. You can make this payment by logging in to your account or by following the link in one of the notification messages you've received from us.

If you are experiencing financial difficulty and worried you can't make your payments, please Contact Us.

We want to get you back on track as soon as possible and we certainly don't want you getting into further financial stress. That's why if you have an overdue payment we won't let you buy anything else with us until your account is brought up-to-date. It is also why we cap the late fees at 25% of your purchase price.

Can I make a payment early?

Yes! The "Pay Now" button in your account lets you make a payment any time before an instalment is due, but your remaining instalments dates will stay the same - unless you choose to pay these early too!

If you would like to bring your instalment dates forward, please request a date on the User Dashboard, but it has to be more than 24 hours before an instalment is due.

What do I do if the automatic payment fails?

We will send you an SMS and email letting you know an automatic payment has failed. We know how busy you are, so you always have until 11pm the next day to make a missed payment before you get any late fees.

To make an overdue payment you can login to the User Dashboard and click "Pay Now" next to your "overdue payment" in your "payment schedule" - just follow the prompts.

If you're worried you won't be able to make a payment, give us a call ASAP and we'll try and sort something out.

How can I pay?

When you make a course purchase with Knoma you will be ask to select your preferred bank account, where our automated system, will take the repayments from over the agreed repayment frequency (monthly / fortnightly / weekly) and repayment terms (up to 12 months). When you have an instalment due, we will notify you beforehand so that way you can make sure that there is enough money in you account for that instalment and we do the rest. Alternatively, you can always make payments early by selecting the "Pay Now" button within the User Dashboard.

Why have you taken 2 payments out of my account?

Sometimes we run a pre-authorisation check where we temporarily hold a small amount from your account - up to the value of your first instalment (plus 1 cent) for online purchases to make sure your nominated card is working right. Once this check is approved, we instruct the bank to void the transaction.  Sometimes it might appear on your account as a second payment. Don't worry though - it is not a second payment and it will be resolved on your account shortly, if you have any trouble, please contact us [here].

Which cards doe Knoma accept?

Knoma accepts Mastercard and Visa credit and debit cards issued in the UK. We do not accept any prepaid cards or foreign debit/credit cards. Please note we do not accept payment via wire transfers of ACH payments.

What if a refund is sent to a cancelled card or closed account?

This can be tricky. When we process a refund to an account that has been closed or cancelled, funds will generally be held in an “unallocated funds” or a “general ledger” account by the card issuer (bank). You should contact your card issuer asap. They might use different terminology for this type of account but if you use the terms “unallocated funds” or “general ledger”, this should help them understand what happened. You might need to ask for a specialist team within the bank to help get to the bottom of this one. Normally this is a manual process (rather than an automatic one), so you will need to speak with the people that manage these processes inside each bank or card issuer. You should make sure you have the specific date, time and amount of the refund to help match up the money to your account. If you need help finding this information get in touch with us here and ask for refund confirmation.

Why am I still be charged when I have cancelled the course?

First things first – once you have cancelled your course we need the education provider to accept the refund and for them to let us know. So we have to wait for this to happen before we can settle your account – otherwise Knoma would be left carrying the cost of any disputed cancellations and then we wouldn’t be able to provide you with this free service. We work with all our amazing education partners to try and make sure this process happens as quickly as possible – because that’s good for you. But we can’t control this and so we have to wait for our education partners to go through their proper process.

That means our agreement with you – your instalment plan – has to continue until we get final confirmation of a cancelation or refund from your education provider and our systems process your refund in the amount agreed between you and the education provider. And if you need help resolving a cancellation dispute with a education provider because you’re unable to resolve the dispute directly with them, please get in touch with us here and let us know what’s happening.

I am an education provider can I call you for you for help?

Absolutely! Please give us a call on 08000370289 and one of our friendly support team will assist you.
call us

I am an education provider, when do I get paid?

Settlement payments are triggered from the time the order is approved by Knoma and the user is accepted / approved you (the education provider). Settlement payments will be made based on the settlement processing time agreed (typically within 24 hours).

An email is sent to the education partner account email address (if configured) summarising the total settlement payment amount to be paid. Emails are not sent if there are no amounts due to the education partner.

Knoma merchant fees are calculated and deducted from the amount to be paid to the education partner at settlement.

Settlement disbursement to education partners are made via Faster Payments or Card Payments.

I am an education provider how do I reset my password?

This could be due to a number of reasons, but please try the following:  Make sure, if you have multiple email addresses, that you are using the email address you provided to create user access to the Knoma Partner Portal. If you can’t remember which email address you used, try search your inboxes for login confirmation you received from Knoma. Check your junk mail It is possible you have not been set up as a Partner User we can arrange this for you very quickly - fill out a request now!
contact us

I am an education provider how do I process a refund?

Knoma will direct all inquiries from users, regarding cancellation of course, to you, the education provider. For privacy purposes, Knoma is unable to issue a refund to a user on behalf of an education provider. Knoma will only process refunds following the instruction by an education partner though the issue of a refund request via the Partner Portal. Knoma will determine how to apply the refund to the user’s order and adjust the user's payment schedule accordingly to reflect the refund issued Knoma will process amounts back to the user’s card in the instances where the user has made payments to Knoma already. An email will be sent from Knoma to the user to confirm the refund has been processed and communicate the changes to the user’s payment schedule. Any refunds will be accounted for in the next settlement date. Refund amounts will be clearly identified as such in the detailed settlement information. Knoma Merchant fees are non-refundable in the event of a refund. Once a refund has been issued, Knoma is not able to reverse or change this action. Issuing Refunds To issue a refund via the Partner Portal, Login to the Partner Portal Click on the Order that you wish to apply a Refund to View Order details and press the ISSUE REFUND button Enter the Refund Amount and your password Press ISSUE REFUND button The refund will be processed by Knoma to the user's order. The refund will be accounted for in Settlement at the next settlement date.

I am an education provider how do I modify an existing order?

Once Knoma has approved an order, the order details and order value cannot be changed. You, The Education Partner, will be able to issue partial or full refunds if courses are not available or cannot be fulfilled for any reason.    Knoma does not support the addition of items to an order.  The user will need to place a new and separate order for the new courses or cancel the previous order and raise a new order for all the courses if they wish to use Instalments by Knoma to pay for the new course in the same payment schedule.

I am an education provider how do I cancel an existing order?

1.  Log in to your Partner Account (Knoma) you will need login credentials these are usually set up at the time of account creation for you. 2.  Locate the order you wish to modify using order number (partial or full refunds accepted) 3.  Key in the refund amount 4.  Done!  We take care of the rest, money is returned to the card used for payment straight away and we send an email to the user to let them know.

I am an education provider how do I get up with instalments by Knoma?

Tell us a little bit about your organisation by completing our Partner Application Form. This is a very simple and quick form to complete. Our friendly support team will contact you shortly after submitting the form.
register interest

I am an education provider how do I get into the Knoma marketplace?

All education partners of Knoma will automatically be added to the Knoma Marketplace. However, the Knoma Marketplace has the following asset specification, which we will request if these have not already been supplied:

1. 270 x 270px campaign image

2. Vector logo file

3. A link to your homepage

These can be sent over to us at support@knoma.io. Please note, if you do not have a design resource to resize an image in-house, then they can send us a large image and we will resize it for you. Same goes for the logo, if you do not have a vector then a large jpeg or png is fine.

I am an education provider wondering why an order may fail?

The most common reasons for an order failing to be approved by Knoma is due to following: the user not having sufficient funds on their card the user not entering their card details correctly

Who are TrueLayer?

TrueLayer is the company Knoma are using to confirm user's income and expenses to meet responsible lending guidelines. TrueLayer is built on the Open Banking API, which was made into law in September 2018. On initial application 180 days of banking data is to our systems. TrueLayer is regulated by the UK Financial Conduct Authority (FCA) under the Payment Services Regulations 2017 as an Authorised Payment Institution to provide account information services and payment initiation services (Firm Reference Number: 793171).
truelayer.com

Which banks does TrueLayer integrate with?

New banks are constantly being added. Please click here to see the full list of connected banks.
banks

Who are Onfido?

Onfido specialises in identity verification. Knoma has partnered with to conduct verification of the identity of all users. Using Onfido, Knoma conducts the following checks: Know Your Customer (KYC) checks, Anti-Money Laundering (AML) checks, Counter Terrorist Financing (CTF) checks, Politically Exposed People (PEP) checks and other adverse checks. This product is used by organisations such as Revolut, Remitly and Indiegogo. Onfido is widely recognised to be at the cut edge of verification of identity (VOI) globally and has been accepted onto the FCA Cross Border Sandbox.
onfido.com

Why do you need to perform an identity check on me?

Knoma conducts identity checks on all users to minimise our risk of fraud. The identity checks include the following: Know Your Customer (KYC) checks, Anti-Money Laundering (AML) checks, Counter Terrorist Financing (CTF) checks, Politically Exposed People (PEP) checks and other adverse checks.
onfido.com

Who are Equifax?

Equifax is one of the largest credit bureau globally. Knoma uses Equifax to undertake a comprehensive credit check on all end-user. Equifax is regulated by the Financial Conduct Authority (FCA).
equifax.co.uk

Who are Knoma?

Knoma offers a payment solution and marketplace for lifelong learning. Companies Number 1650366 at the registered address of City Point, Level 11, 1 Ropemaker Street, London, EC2Y 9HT, UK.