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You can browse the questions below to find help.

Who are Hoist Finance?

Hoist Finance are a debt purchaser specialising in helping people pay back what they owe. We’re a friendly, innovative team, creating flexible solutions to help our customers keep their financial commitments. We always strive to treat our customers in a fair and ethical way.

I am paying Robinson Way Limited, why is the name changing?

As of 7th December 2020, Robinson Way became Hoist Finance. Everything from Robinson Way has been transferred over to Hoist Finance who have taken over the management of your account.

Do I need to change how I make my payments?

No, you can use all the same payment methods as before but the company you are paying is now Hoist Finance, so you will see our new name on your bank statement.

If you have a standing order set up, you don’t need to do anything, the payment will still be made. You may however, get a notification from your bank advising you that the payee name on your standing order doesn’t match the account details. If this happens, please amend the payee name in your standing order to Hoist Finance UK Limited.

I wasn’t paying Robinson Way, why should I pay Hoist Finance?

As your balance is outstanding, you need to agree a way to repay this to us. Setting up a payment plan and engaging with us about your account will prevent us from taking any further action on the balance. We typically use a wide range of collection methods and based on your circumstances, may consider legal action, home visits and requesting external Debt Collection Companies to contact customers who have not responded to us.

I manage my Robinson Way account online - will I use the same log in details for Hoist Finance?

Yes, you can continue to use our portal to manage your account online using the same login details you set up with Robinson Way.

I haven’t used your portal before - can I start managing my account online with Hoist Finance?

Yes, all you need is your Hoist Finance customer reference number, this will be the Robinson Way Customer reference number you were given along with a few personal details to register. If you can’t remember your reference number don’t worry - our online agent KAI can retrieve this for you. Our portal is easy to use and lets you manage your account whenever you want.

What will happen to any information I shared with Robinson Way?

All information shared with Robinson Way will be transferred to Hoist Finance, meaning we will be able to have the same informed conversations with you. We will continue to process and manage your data in accordance with our privacy regulations. For further information on our privacy policy simply visit The way we process your data and the rights you have haven’t changed

What will happen to my credit file?

There will be no changes to your credit file. Hoist Finance will continue to report to the Credit Reference Agencies on a monthly basis

Registering for online access is simple and fast. You will need the following information to register:

  • Surname (if this has changed, the surname the debt was taken out in)
  • Your Hoist Finance reference number - this can be found on recent correspondence we have sent to you
  • Your postcode and date of birth we hold on record for your account

Once we have verified your account we will ask you to set up your security credentials:

  • Your email address - so we can send you a link to activate your account and to send you information in the future
  • Create a password – this needs to be a minimum of 8 characters using upper and lower case
  • Memorable questions – so you can reset your password in the future

We will then send you an email with a link. The link will take you to an activation page. Once you have activated your account you will be able to login using the security information you provided

Don't worry! Hoist Finance can help you work out an affordable repayment plan that will suit your individual circumstances.

If you have registered for an online account you can use our income and expenditure calculator to work out how much you can afford to pay. You will also have the facility to set up a plan online.

If you would prefer to speak to an advisor you can call us on 0800 121 6902.

Hoist Finance has a range of payment methods available including direct debit, standing order, debit and credit card.

You can make a payment by card instantly here Make a Payment

If you have registered for an online account you can log in and set up a payment plan. You will be asked to select a payment method as you go through the payment plan set up process.

Hoist Finance is open Monday to Friday 8am to 8.30pm and Saturdays 9am to 4pm. You can see the different ways you can contact us here.

The best thing you can do is contact us. Have a think about the reasons why you feel you don't owe anything. If you think you've paid it, when did you pay it and who to? Once you have all the information you need call our Freephone number 0800 121 6902 and we will help you with your query.

Simply call our Freephone telephone number 0800 121 6902 and we will be happy to help you.

Then all you have to do is pass our letter on to your appointed representative and between us, we will do the rest.

Your reference number can be found on recent correspondence we have sent to you. If you cannot find your reference number you can call us on 0800 121 6902 and once we’ve verified that you are the account holder with some quick questions we’ll tell you your reference number.

This is dependent on our clients instructions, and if we do, it will only be taken as a last resort. We always want to work with you to find an affordable solution to your current situation. By logging in to your account you can make use of our budget calculator during the journey in setting up a payment plan. You can take your time in ensuring that the plan is completely affordable. Remember if your situations change at any time you can always log back in and amend your payment amount, payment date or payment method whenever and wherever you want.

We will always be happy to engage with you about this. Its important to point out that now most of our customers will be able to set up one of our new You Pay - We Pay arrangements. This is us being totally transparent with you as to how much of your debt we will be willing to pay in reward for you choosing to pay your balance more quickly. This replaces the need for settlements and aims to give you the best possible deal dependant on your circumstances. What’s even better is that your credit file will be reported on as fully satisfied. Simply log in to see if you qualify for this feature. For the few customers who due to our business rules do not qualify you can still receive an instant decision on your settlement offer by using our Settlement Calculator - which can be found on your account home screen once you have logged in.

For this information please see our privacy policy.

We are happy to speak with anyone, providing you provide your consent. You will either need to email us or call us providing us with your account details and the full name of the person that you would us to record as acting on your behalf.