As Carphone Warehouse and ThinkSmart have stopped offering Flexible Leasing, existing customers will no longer be able to apply for the upgrade option, either after month 12 or at the end of the minimum term of the hire agreement (24 months).
Once you have made 24 payments you have two options
You can return the handset to a Carphone Warehouse store.
You may end your Hire Agreement at any time; however if you choose to end your Hire Agreement before you have made 24 hire payments an early termination amount will be payable and you will be asked to return the handset in good working condition.
If you miss a payment, and ultimately if you default on your Hire Agreement, you must return your handset and pay a termination sum. If you are experiencing financial difficulties at any point, please call us on 0161 333 2450 – we will do our best to help you.
If there is a fault with your handset you can contact Carphone Warehouse who will be able to offer assistance for any applicable chargeable services.
You’re responsible for the upkeep, maintenance, and repair of the phone. However, Carphone Warehouse provide free repairs for phones under warranty, provided the fault is covered. Any repairs to the handset must retain the manufacturer’s warranty.
The risk of loss of or damage to the Handset will pass to you on the date of delivery of the handset to you and will remain with you until the Handset is returned to us, or to our order. You can choose to cover this risk by insuring the Handset. If you do not choose to insure the Handset, you will have to pay the costs of any repair or replacement, from your own funds. You must notify us promptly in the event of the Handset being lost, stolen or sustaining serious damage.
No, the handset will remain our property and you must not sell or attempt to sell it.
You can access your online account by using the ThinkSmart Web Portal.
To access your online account through the web portal you will need to go to https://portal.flexible-leasing.co.uk/portal/login.
If you have a Flexible Leasing Hire Agreement, your Username for logging into the ThinkSmart Web Portal will be your registered email address. You would have provided an email address when you applied for your Flexible Leasing Hire Agreement.
If you’re unsure whether you provided us with an email address, you can always call us on 0161 333 2450. Once we’ve asked you some security questions we will be able to help.
You should have received an email when your application was approved. In this email there’s a link that will allow you to set-up a password for logging into the ThinkSmart Web Portal.
If you cannot find this email, you can always select the ‘Forgot Password’ button from the log in screen on the ThinkSmart Web Portal and follow the on-screen instructions. Alternatively, you can always call us on 0161 333 2450.
Select the ‘Forgot Password’ button from the log in screen on the ThinkSmart Web Portal and follow the on-screen instructions.
You should change your password immediately. If you can still log in to your Web Portal using your password, you can change your password from within Web Portal Preferences.
If you cannot log in to your Web Portal using your password, you can select the ‘Forgot Password’ button and follow the on-screen instructions. Alternatively, you can call us on 0161 333 2450.
Yes, you can change your password from within your Web Portal Preferences. You can also use the ‘Forgot Password’ button and follow the on-screen instructions.
Yes, you can change your username (which is your registered email address) from within your Web Portal Preferences. If you have changed or forgotten your username and cannot log in to your Web Portal, you will need to call 0161 333 2450.
We aim to support the latest versions of the most popular web browsers listed below:
Check that you are using the correct username and password. Try resetting your password using the ‘Forgot Password’ button. If you’re still experiencing problems, please call us on 0161 333 2450.
You can get digital copies of your Hire Agreement anytime using your ThinkSmart Web Portal. All you need is an internet connection and a device with a web browser.
If your personal details change you should let us know as soon as it is convenient to do so. You can change your personal details on your Account via the Web Portal, you will need to access ‘preferences’ which can be found in the list of menu items.
Here at ThinkSmart we take the security of your personal information very seriously. All information we share with you is encrypted and transmitted securely. We will never reveal your password or answer to your secret question.
If you have received a suspicious email from us or do not believe that we have sent you the email we would suggest you contact us and do not open any attachments or links contained within the message as these could be harmful to your device and compromise your online safety.
You need to call us immediately on 0161 333 2450 so that we can help.
You should change your password immediately. If you can still log in to your Web Portal using your password, you can change your password from within Web Portal Preferences.
If you cannot log in to your Web Portal using your password, you can select the ‘Forgot Password’ button and follow the on-screen instructions. Alternatively, you can call us on 0161 333 2450.
Here at ThinkSmart we try our best to tailor our service around you and have a range of options for you to get in touch. For our contact details, including office hours and telephone number please go to Contact Us.
If you cannot log in to your Web Portal using your password, you can select the ‘Forgot Password’ button and follow the on-screen instructions. Alternatively, you can call us on 0161 333 2450.
If your personal details change you should let us know as soon as it is convenient to do so. You can change some of your personal details on your Account using the ThinkSmart Web Portal.
Before you bring in your phone, make sure you’ve backed up or saved all your device’s important information, such as your contacts, music and photos. As part of Flexible Leasing when you bring your leased phone back, Carphone Warehouse will securely wipe all data.
We are sorry to hear you are unhappy with our service, and we want you to know we take complaints seriously and use them to review and improve our products and services. You can make a complaint by:
Phone – call us on 0161 333 2400
Online – select Contact Us in the menu bar
Email – customerservice@thinksmartworld.com
Letter – please send to: Customer Service Team, RentSmart Limited, Digital World, Lowry Plaza, The Quays, Salford, M50 3UB
If we have not been able to resolve your complaint within eight weeks, or you are not satisfied with our response, you can refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation which helps to resolve complaints that customers and financial services providers have been unable to resolve themselves.
If you do not refer your complaint in time, the ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the ombudsman believes that the delay was a result of exceptional circumstances.
You can contact them in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR, by telephone on 0800 023 4567 and via email at complaint.info@financial-ombudsman.org.uk.
Further details can be found by visiting the FOS website at www.financial-ombudsman.org.uk
You can also contact the Financial Ombudsman Service via the Online Dispute Resolution (ODR) platform, which helps to resolve disputes between customers and online traders within the EU. As we are a UK financial services provider the ODR platform will forward your complaint to the Financial Ombudsman Service. To access the ODR platform please visit http://ec.europa.eu/odr