What do I need to do if I'm happy to switch to Frasers Plus?

What do I do if I’m happy to switch?

You can manage whether you want to switch or not, please refer to the email or letter you received to find out how and when you need to do this by.

If you’re happy to switch to Frasers Plus then you don’t need to do anything until we’ve sent you confirmation that we have successfully switched you to Frasers Plus.

Once we’ve confirmed your switch is complete, we’ll send you an email with a link to walk you through the final steps. After you click the link you’ll be asked to setup a passcode for your Frasers Plus account and then to verify your mobile phone number that you used with Studio Pay.

Please be aware that we reserve the right to postpone or cancel your switch if your circumstances change.

Switching to Frasers Plus is easy

We’ve made switching to Frasers Plus easy:

• You don’t need to apply for Frasers Plus and we won’t be carrying out any credit checks that will impact your credit file.
• If you have a Studio Pay balance, we’ll transfer your balance onto an instalment plan that offers you the maximum flexibility to repay. When you login to your Frasers Plus account you’ll see an instalment plan and the monthly instalment you need to pay. You’ll have the option to replan your balance to a shorter instalment plan to reduce the interest you will pay. To pay no interest on your transferred balance you can select a 1- or 3-month instalment plan.
• If parts of your Studio Pay balance were interest free, you’ll see an additional instalment plan in your Frasers Plus account for these specific amounts. You can change the length of this instalment plan as needed and this instalment plan will always remain interest free.
• When your account is switched, any overdue payments from Studio Pay will be put onto an Arrears Plan on your Frasers Plus account. The overdue amount will be put onto a 1 month instalment plan and cannot be replanned.
• Until the switch takes place you can continue using your Studio Pay account as normal.

Don’t worry if you need time to decide. We’ve sent you an email / letter with the date you need to let us know.

Do I need to download the Frasers Plus app now?

No, you don’t need to download the app before we have confirmed that your Frasers Plus account is ready. You’ll be able to access your Frasers Plus account online without the need to download the app and be able to purchase online and make payments.

After you’ve logged in for your first time, you can then download the app and login to your Frasers Plus account to access benefits such as purchasing in-store and redeeming your reward points for discounts.

What happens to my Studio Pay direct debit?

Your direct debit mandate will be transferred to Frasers Plus and payment requests for the monthly instalments due will be made from your bank account. You will be notified of your payment due date in advance but after your account has been switched.

What happens to my warranty cover?

Your warranty cover will remain in place. As you would now, if you need to cancel the cover or make a claim, you’ll need to contact Castelan (claim.castelangroup.com).

What if I don't want to switch?

You can manage whether you want to switch or not, please refer to the email or letter you received to find out how and when you need to do this by.

Click here to see FAQs for opting out of the switch.

What if my account is in arrears from a single missed payment?

When your account is switched, any overdue payments with Studio Pay will be put onto a separate Arrears Plan on your Frasers Plus account. The overdue amount will be put onto a 1 month interest free instalment plan and cannot be replanned.

If you’re struggling to make your payment, please get in touch with us to discuss any financial difficulties. See our Support with My Account section for details.

What if my account is in arrears from multiple missed payments?

If affordable, you’ll need to make payments to bring your Studio Pay account up to date by your payment due date. If your account remains in arrears when we attempt to switch to Frasers Plus, we may be unable to complete the switch. If we’re unable to switch you to Frasers Plus, we’ll be in touch to let you know and will continue to issue your Studio Pay statements, and you’ll be required to make monthly payments until your outstanding balance is cleared.

If you’re struggling to make your payment, please get in touch with us to discuss any financial difficulties. See our Support with My Account section for details.

What if I’m on a payment arrangement?

If you’re currently on a payment arrangement for your Studio Pay account, we’ll email you and ask you to contact Studio Pay if you think your circumstances have changed and you no longer require the arrangement.

If your account remains on a payment arrangement when we attempt to switch to Frasers Plus, we’ll be in touch to let you know that we are unable to complete the switch. We’ll continue to issue your Studio Pay statements, and you will be required to make monthly payments until your outstanding balance is cleared.

What if I’m on a Fixed Payment Plan?

If your Studio Pay account has a Fixed Payment Plan when your account is switched, you’ll see two plans for both:
• Your Studio Pay balance not within a fixed payment plan
• Your fixed payment plan balance

What if I already have a Frasers Plus account?

If you already have a Frasers Plus account this will remain open and we’ll use this account when we switch you. See our ‘What if I already have a Frasers Plus account?’ FAQ for more information.

For any further queries

If you have any further queries, contact us about the switch at [e-mail].