About Very

Very is a prominent UK-based online retailer and credit provider operating under Shop Direct Group, offering a comprehensive range of products including fashion, homeware, electricals, and technology. In accordance with the Consumer Credit Act 1974 and subsequent amendments, Very provides credit accounts to customers, enabling them to purchase goods on credit terms with flexible payment options. The service functions as both a retail platform and a credit facility, thereby creating a contractual relationship that is governed by multiple legislative frameworks including consumer credit regulations and distance selling provisions.

The company operates exclusively online, having transitioned from its catalogue-based predecessor Littlewoods, and maintains its position as one of the largest online retailers in the United Kingdom. Very's business model combines immediate product delivery with extended payment terms, creating a credit agreement that falls under the regulatory oversight of the Financial Conduct Authority (FCA). Consequently, any contractual relationship with Very must be understood within the context of both retail consumer rights and credit agreement obligations, each carrying distinct legal implications for termination procedures.

Furthermore, as a regulated credit provider, Very is obligated to comply with the Consumer Rights Act 2015, which establishes specific requirements regarding the transparency of terms, cancellation rights, and the provision of pre-contractual information. The contractual framework governing Very accounts encompasses not merely the purchase of goods but also the ongoing credit facility, which remains active until formally terminated in accordance with the terms and conditions stipulated in the credit agreement documentation provided at account inception.

Membership options and costs

Very operates primarily through a credit account system rather than traditional membership tiers, though the company does offer an optional premium service. The fundamental account structure consists of a standard credit account available to approved applicants, which incurs no monthly membership fee but operates under credit agreement terms with applicable interest charges on outstanding balances. The credit facility provided is subject to individual credit assessment, with credit limits assigned based on creditworthiness evaluation conducted in accordance with responsible lending obligations under FCA regulations.

Standard credit account structure

The standard Very account constitutes a running-account credit agreement as defined under Section 10 of the Consumer Credit Act 1974. This arrangement permits customers to make purchases up to their assigned credit limit, with the outstanding balance subject to interest charges unless paid within promotional interest-free periods or settled in full by the payment due date. The representative APR (Annual Percentage Rate) varies depending on the customer's credit profile and the specific terms offered at account opening, typically ranging from 39.9% APR for standard accounts, though promotional rates may apply to specific purchases or customer segments.

Interest calculation methodologies are detailed within the credit agreement documentation, with charges typically applied to the daily outstanding balance. Nevertheless, customers who settle their account balance in full each month before the payment due date can effectively utilise the account as an interest-free credit facility, provided they maintain compliance with payment deadlines. This contractual arrangement creates ongoing obligations that persist until the account is formally closed and all outstanding balances are discharged.

Very Pay premium service

In addition to the standard credit account, Very offers a premium subscription service branded as "Very Pay" or similar nomenclature, which provides enhanced benefits in exchange for a monthly subscription fee. This optional service, which operates independently from the underlying credit agreement, typically costs between £4.99 and £5.99 per month, though pricing may be subject to variation based on promotional offers or contractual amendments notified to customers in accordance with variation clause provisions.

Account Type	Monthly Cost	Credit Facility	Interest Rate
Standard Credit Account	£0	Subject to credit limit	Typically 39.9% APR
Very Pay Premium	£4.99-£5.99	Subject to credit limit	Typically 39.9% APR

The premium service subscription constitutes a separate contractual obligation that may be cancelled independently from the underlying credit account. Furthermore, the terms governing premium service cancellation differ from those applicable to credit account closure, as the former operates as a continuing services contract under the Consumer Rights Act 2015, whilst the latter is governed primarily by consumer credit legislation. Consequently, customers seeking to terminate their relationship with Very must consider which contractual elements they wish to cancel and comply with the respective procedural requirements for each.

Understanding your cancellation rights

Cancellation rights concerning Very accounts are determined by multiple legislative frameworks, each establishing distinct obligations and procedural requirements. The applicable legal provisions depend upon the specific contractual element being terminated, the circumstances of account opening, and the timing of the cancellation request relative to the agreement commencement date. In accordance with established contract law principles, customers must distinguish between statutory cancellation rights, which arise automatically from legislation, and contractual termination rights, which derive from the agreement terms themselves.

Statutory withdrawal rights under consumer credit regulations

The Consumer Credit Act 1974, as amended by the Consumer Credit (Amendment) Regulations 2010, establishes a statutory withdrawal period of 14 days from the date of entering into a regulated credit agreement. This withdrawal right, codified in Section 66A of the Act, permits customers to withdraw from the credit agreement without providing justification and without incurring penalties, provided notice is given within the prescribed timeframe. The withdrawal period commences on the day after the credit agreement is made or, if later, the day after the customer receives the required credit agreement documentation.

During this statutory withdrawal period, customers may exercise their withdrawal right by providing notice to Very in any format, though written communication via postal service provides the most robust evidential foundation. The notice is deemed effective upon dispatch rather than receipt, meaning that posting the withdrawal notification within the 14-day period satisfies the temporal requirement even if Very receives it subsequently. Nevertheless, utilising recorded delivery or another tracked postal service provides verifiable proof of dispatch timing, thereby eliminating potential disputes regarding compliance with the statutory deadline.

Contractual account closure rights

Beyond the initial withdrawal period, customers retain the right to close their Very credit account at any time, subject to settlement of all outstanding balances and compliance with the notice provisions specified in the credit agreement terms and conditions. Unlike the statutory withdrawal right, which permits consequence-free termination, contractual account closure requires discharge of all financial obligations accrued under the agreement. This distinction is fundamental: withdrawal negates the agreement ab initio (from the beginning), whilst contractual closure terminates an agreement that has been validly performed up to the termination point.

The credit agreement documentation provided by Very specifies the procedural requirements for account closure, typically requiring written notice to be provided to the company's designated address. Furthermore, the terms generally stipulate that account closure becomes effective only upon receipt and processing of the closure request and settlement of all outstanding balances, including accrued interest and any applicable charges. Consequently, customers must ensure that all financial obligations are satisfied before account closure can be finalised, and any purchases made prior to closure remain subject to the payment terms applicable at the time of transaction.

Premium service cancellation rights

For customers subscribed to Very's premium service offering, the Consumer Rights Act 2015 establishes specific cancellation rights applicable to continuing services contracts. In accordance with the Distance Selling Regulations provisions incorporated into the 2015 Act, customers benefit from a 14-day cancellation period for services contracted at a distance, calculated from the date of contract conclusion. This right operates independently from the credit account withdrawal right, though both may be exercised concurrently if the premium service was initiated contemporaneously with account opening.

After expiry of the statutory cancellation period, premium service subscriptions may be cancelled in accordance with the contractual terms, which typically permit termination with minimal notice. Nevertheless, subscription charges are generally non-refundable for the billing period during which cancellation occurs, meaning that customers remain liable for the full monthly fee applicable to the period in which notice is given, regardless of whether they utilise the service for the entire period.

Step-by-step postal cancellation guide

Postal cancellation represents the most legally robust method for terminating contractual relationships with credit providers, offering superior evidential value compared to electronic or telephonic communication methods. In accordance with established legal precedent regarding contract termination notices, written communication dispatched via Royal Mail recorded delivery or another tracked postal service provides verifiable proof of both the content and timing of the cancellation notification, thereby eliminating ambiguity regarding compliance with notice requirements and protecting the customer's legal position in the event of subsequent disputes.

Why postal cancellation provides superior legal protection

The preference for postal cancellation derives from multiple legal and practical considerations. Firstly, the postal rule established in Adams v Lindsell (1818) provides that acceptance or notice dispatched by post becomes effective upon posting rather than receipt, meaning that customers satisfy notice requirements at the moment of dispatch rather than when Very processes the communication. This principle offers temporal protection, particularly when operating near deadline boundaries such as the 14-day withdrawal period.

Furthermore, recorded delivery services provide independent third-party verification of dispatch timing and recipient identity, creating documentary evidence that may prove decisive in contractual disputes. Electronic communications, conversely, may be subject to technical failures, filtering systems, or disputes regarding whether the communication reached the appropriate recipient or department. Similarly, telephone cancellations lack contemporaneous documentation and depend upon the accuracy of the recipient's record-keeping, creating potential for miscommunication or incomplete processing.

Additionally, postal communication permits customers to retain complete control over the content and wording of their cancellation notice, ensuring that all relevant information is conveyed precisely and that the customer maintains a permanent record of exactly what was communicated. This documentation proves invaluable if subsequent disputes arise regarding the scope or timing of the cancellation request, or if Very contends that additional information was required to process the cancellation effectively.

Preparing your cancellation correspondence

Effective cancellation correspondence must contain specific information to ensure unambiguous communication of the customer's intention and facilitate prompt processing by Very. The communication should clearly identify the customer by including full name as it appears on the account, account number, and registered address. Furthermore, the letter must explicitly state the customer's intention to close the account or cancel the premium service, as applicable, using unequivocal language that leaves no room for interpretative ambiguity.

In accordance with best practice for contractual notices, the correspondence should specify the legal basis for the cancellation, particularly if exercising statutory withdrawal rights under the Consumer Credit Act 1974. Where cancellation occurs outside the withdrawal period, the letter should reference the contractual termination provisions and confirm the customer's intention to settle all outstanding balances. Additionally, customers should request written confirmation of account closure and a final statement detailing any remaining balance, thereby creating a clear audit trail and preventing future disputes regarding account status.

The correspondence should be dated and signed by the account holder, with the customer retaining a copy for their records before dispatch. Including contact information facilitates communication if Very requires additional information to process the closure, though customers should be aware that providing telephone numbers may result in retention attempts. Nevertheless, providing an email address for written confirmation offers a reasonable compromise between accessibility and avoiding unwanted telephone contact.

Addressing your cancellation letter correctly

Accurate addressing is critical to ensure that cancellation correspondence reaches the appropriate department within Very's organisational structure. The credit agreement documentation provided at account opening specifies the designated address for formal notices, and customers must utilise this address rather than general correspondence addresses to ensure compliance with contractual notice requirements. The correct address for cancellation correspondence should be verified from recent account statements or the credit agreement documentation itself, as organisational restructuring or operational changes may result in address modifications.

For Very account cancellations, correspondence should be addressed to:

Very
Shop Direct Finance Company Limited
PO Box 78
Liverpool
L69 2BN

Customers must ensure that all address components are included exactly as specified, as postal sorting systems rely upon accurate postcode information for routing. Furthermore, utilising the PO Box address designated for account administration ensures that correspondence reaches the appropriate processing department rather than being misdirected to customer service functions that may lack authority to action closure requests.

Selecting appropriate postal services

Royal Mail Signed For or Royal Mail Special Delivery services provide the evidential safeguards necessary for legally significant correspondence. Signed For service, available at First Class or Second Class rates, requires recipient signature upon delivery and provides online tracking, offering proof of delivery timing and recipient identity. This service represents the minimum recommended standard for cancellation correspondence, balancing cost considerations against evidential requirements.

Special Delivery Guaranteed provides enhanced protection through guaranteed next-day delivery by 1pm, comprehensive tracking, signature capture, and compensation for delayed or lost items. Whilst more expensive than Signed For services, Special Delivery offers superior certainty regarding delivery timing, which may prove crucial when operating near statutory deadline boundaries. Furthermore, the premium nature of Special Delivery may ensure prioritised handling by the recipient organisation.

Customers should retain the proof of posting certificate and tracking number provided by Royal Mail, monitoring the tracking system to verify successful delivery. Upon delivery confirmation, the tracking record should be preserved as evidence of compliance with notice requirements. This documentation proves particularly valuable if Very subsequently contends that no cancellation request was received or that notice was provided outside applicable timeframes.

Utilising professional letter services for enhanced convenience

Services such as Postclic offer streamlined alternatives to traditional postal cancellation procedures, enabling customers to submit cancellation requests digitally whilst Postclic handles printing, envelope preparation, and dispatch via tracked postal services. This approach combines the legal robustness of postal communication with the convenience of digital submission, eliminating the need for customers to purchase stationery, envelopes, and postage whilst ensuring professional formatting and appropriate dispatch methods.

Furthermore, Postclic maintains digital records of submitted correspondence, providing customers with permanent access to copies of their cancellation letters and associated tracking information through a centralised online platform. This record-keeping capability offers significant advantages over traditional postal methods, where physical document retention creates storage burdens and documents may be lost or damaged over time. Additionally, the service handles address verification and formatting compliance, reducing the risk of delivery failures resulting from addressing errors.

The time-saving benefits of such services prove particularly valuable for customers with limited mobility, those lacking access to printing facilities, or individuals seeking to minimise administrative burden whilst maintaining legal compliance. Nevertheless, customers utilising third-party letter services should verify that tracked postal methods are employed and that they receive access to tracking information and proof of dispatch documentation.

Following up on your cancellation request

Following successful delivery of cancellation correspondence, customers should monitor their account for confirmation of processing. Very is obligated to acknowledge cancellation requests and provide confirmation of account closure status, though processing timeframes may vary depending on operational factors and the complexity of the account position. In accordance with reasonable timeframe expectations, customers should allow 10-14 working days for initial processing before pursuing follow-up enquiries.

If written confirmation is not received within a reasonable period following delivery, customers should submit a follow-up enquiry referencing the original cancellation request, dispatch date, and tracking information. This follow-up should be conducted in writing via recorded delivery to maintain the evidential standards established with the initial cancellation notice. Furthermore, customers should be aware that account closure cannot be finalised until all outstanding balances are settled, and any delay in confirmation may result from unresolved financial obligations rather than processing failures.

Customers should continue monitoring their account statements and credit file entries following cancellation to verify that the account is properly closed and that no erroneous charges or interest accruals occur. Any discrepancies should be challenged immediately in writing, referencing the cancellation correspondence and delivery confirmation. In accordance with the Financial Ombudsman Service's jurisdiction over consumer credit disputes, customers who encounter difficulties resolving account closure issues may escalate complaints through Very's internal complaints procedure before referring matters to the Ombudsman if satisfaction is not achieved.

Common reasons for cancelling

Understanding the motivations underlying cancellation decisions provides valuable context for the contractual termination process, though the legal right to cancel exists independently of justification. Nevertheless, the reasons prompting cancellation may influence the procedural approach, particularly regarding whether customers pursue complaints or compensation claims contemporaneously with account closure. Furthermore, awareness of common cancellation drivers assists customers in evaluating whether alternative remedies might address their concerns without necessitating complete termination of the contractual relationship.

Interest rates and credit cost concerns

The representative APR charged on Very credit accounts, typically 39.9% for standard customers, represents a significant cost burden for customers who maintain persistent balances. This interest rate, whilst compliant with FCA regulations and clearly disclosed in pre-contractual information, substantially exceeds rates available through alternative credit products such as personal loans or low-rate credit cards. Consequently, customers who initially appreciated the convenience of integrated retail credit may subsequently determine that the cost implications render the facility economically disadvantageous compared to alternative financing arrangements.

Furthermore, customers who experience changes in financial circumstances may find that high-interest credit facilities exacerbate debt management challenges, creating escalating balances that prove difficult to reduce. In such circumstances, account closure combined with balance transfer to lower-cost credit facilities or structured repayment arrangements may offer more sustainable debt management solutions. Nevertheless, customers should be aware that account closure does not eliminate existing debt obligations, and all accrued balances remain payable in accordance with the original credit agreement terms unless alternative arrangements are negotiated with Very.

Spending control and financial discipline

The ease of purchasing through integrated retail credit facilities may undermine spending discipline for some customers, with the psychological separation between purchase and payment facilitating expenditure patterns that exceed sustainable levels. Customers recognising this dynamic may elect to close their accounts as a proactive measure to enforce spending constraints and eliminate the temptation presented by readily available credit. This motivation reflects sound financial management principles, particularly for individuals implementing debt reduction strategies or seeking to establish more conservative spending patterns.

Additionally, the automatic nature of credit availability on Very accounts means that customers may make impulse purchases without the deliberative process that accompanies applications for traditional credit facilities. Account closure eliminates this frictionless purchasing capability, thereby reintroducing natural barriers to expenditure that support more considered purchasing decisions. Nevertheless, customers should ensure that account closure is accompanied by broader financial management measures, as merely closing one credit facility without addressing underlying spending patterns may simply redirect expenditure to alternative sources rather than achieving genuine behavioural change.

Premium service value assessment

Customers subscribed to Very's premium service offering may conclude that the benefits provided do not justify the monthly subscription cost, particularly if usage patterns do not align with the service features or if comparable benefits are available through alternative sources. The premium service typically offers advantages such as enhanced delivery options, extended return periods, or exclusive promotional access, but these benefits may prove redundant for customers who make infrequent purchases or who prioritise cost minimisation over convenience features.

Furthermore, the cumulative annual cost of premium subscriptions, ranging from approximately £60 to £72 per annum, represents a material expenditure that may be redeployed more effectively elsewhere within the customer's budget. Consequently, periodic reassessment of premium service value constitutes prudent financial management, with cancellation representing the appropriate response when cost-benefit analysis no longer supports continuation. Importantly, premium service cancellation does not necessitate closure of the underlying credit account, permitting customers to retain purchasing capability whilst eliminating the subscription cost burden.

Alternative retailer preferences and market competition

The competitive UK online retail market offers numerous alternatives to Very, with many competitors providing comparable product ranges, competitive pricing, and alternative payment options. Customers may elect to close Very accounts in favour of alternative retailers offering superior pricing, broader product selection, or more favourable credit terms. Furthermore, the proliferation of interest-free credit promotions offered by competitors, often extending to 12 months or longer for significant purchases, may render Very's credit facility comparatively unattractive for customers able to access these alternative arrangements.

Additionally, customers may consolidate their retail purchasing through fewer platforms to simplify account management and concentrate expenditure to maximise loyalty programme benefits offered by preferred retailers. This rationalisation strategy reflects efficient household administration, eliminating the complexity associated with managing multiple retail credit accounts and reducing the administrative burden of monitoring numerous statements and payment obligations.

Credit file management considerations

Sophisticated credit management strategies may motivate account closures, particularly for customers seeking to optimise their credit profiles in anticipation of mortgage applications or other significant credit requirements. Whilst maintaining established credit facilities generally supports credit scoring through demonstrating credit history, excessive available credit limits may raise concerns among mortgage underwriters regarding potential future indebtedness. Consequently, customers may strategically close retail credit accounts to reduce their aggregate credit availability and present a more conservative credit profile to prospective lenders.

Furthermore, customers who have experienced historical payment difficulties with Very accounts may elect to close the facility following balance clearance to eliminate the risk of future payment problems that could generate adverse credit file entries. This approach recognises that account closure, whilst not erasing historical credit information, prevents future negative entries and demonstrates proactive credit management to prospective lenders reviewing credit history.

Deceased estate administration

Account closure frequently occurs as part of deceased estate administration, with executors or administrators responsible for identifying and closing the deceased's financial accounts. In such circumstances, the legal position differs from standard customer-initiated closures, as the executor acts with authority derived from the grant of probate or letters of administration rather than as the account holder. Consequently, executors must provide appropriate documentation evidencing their authority alongside the closure request, typically including certified copies of the death certificate and grant of representation.

The deceased's outstanding balance becomes a debt of the estate, payable from estate assets in accordance with the statutory order of priority for estate debts. Executors should be aware that interest continues accruing on outstanding balances until settlement, and that the credit agreement terms remain enforceable against the estate notwithstanding the account holder's death. Furthermore, executors should obtain final statements and written confirmation of account closure to ensure proper estate accounting and to prevent future claims against estate beneficiaries.

Managing outstanding balances after cancellation

Account closure requests do not extinguish existing debt obligations, and customers remain contractually liable for all outstanding balances accrued prior to closure, together with interest charges calculated in accordance with the credit agreement terms. The distinction between account closure and debt discharge is fundamental: closure terminates the ongoing credit facility and prevents future purchases, whilst debt obligations persist until satisfied through payment or alternative resolution. Consequently, customers must develop clear strategies for managing post-closure balances to avoid default and the associated consequences including adverse credit file entries and potential enforcement action.

Continuing payment obligations

Following account closure, outstanding balances remain subject to the payment terms specified in the original credit agreement, with minimum monthly payments continuing until the balance is fully discharged. The interest rate applicable at the time of closure continues applying to the outstanding balance unless Very agrees to alternative arrangements, meaning that customers who make only minimum payments will experience prolonged repayment periods and substantial cumulative interest costs. Furthermore, failure to maintain contractual payments following account closure constitutes breach of the credit agreement, potentially triggering default procedures including formal demand, default notice service, and ultimately legal action to recover the debt.

Customers should prioritise accelerated repayment of Very balances following account closure, particularly given the high interest rates typically applicable to retail credit facilities. Allocating additional funds beyond minimum payment requirements reduces both the repayment period and the total interest cost, generating significant savings compared to minimum payment strategies. Additionally, prompt balance clearance eliminates the ongoing administrative burden of managing payments and monitoring statements, whilst reducing credit utilisation ratios that influence credit scoring calculations.

Financial difficulty and alternative arrangements

Customers experiencing financial difficulty that impairs their ability to maintain contractual payments should communicate with Very proactively to explore alternative arrangements rather than defaulting on payment obligations. In accordance with FCA regulations regarding forbearance and the treatment of customers in financial difficulty, Very is obligated to consider reasonable requests for payment arrangements that reflect the customer's financial circumstances. Such arrangements may include temporary payment reductions, interest rate concessions, or payment holidays, though customers should be aware that interest typically continues accruing during concessionary periods unless specifically suspended as part of the arrangement.

Furthermore, customers facing persistent financial difficulty may benefit from engaging with debt advice organisations such as StepChange or Citizens Advice, which provide free, independent guidance regarding debt management strategies and can facilitate negotiations with creditors. These organisations may recommend debt management plans, individual voluntary arrangements, or other formal insolvency procedures depending on the customer's overall financial position. Importantly, seeking professional debt advice does not prejudice the customer's position and may identify options not apparent to individuals navigating financial difficulty without specialist support.

Very's obligations under the Consumer Credit Sourcebook, which implements FCA regulations regarding consumer credit, require the company to treat customers in default or financial difficulty with forbearance and due consideration. Consequently, customers should not hesitate to engage with Very regarding payment difficulties, as regulatory requirements mandate reasonable and proportionate responses to such communications. Nevertheless, customers should ensure that all communications regarding financial difficulty are conducted in writing to create documentary evidence of the interaction and any arrangements agreed.

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