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Once you have submitted your application you will receive an automated email confirming your submission. We will provide further updates on your application by email as your application is processed.

We aim to approve successful applications (where all supporting documentation has been submitted) within a maximum of 14 business days.

Payments and/or the supply of appliances or devices is usually within 21 days of the initial application date.

Remember, all supporting documentation must be uploaded within ten days of the original application or the application will automatically be rejected.

If your application is unsuccessful, you will be notified by email, normally within seven business days of your initial application.

Due to the volume of applications that we receive, we reserve the right to decline applications at any time after submission.

Applications that are received where the supporting documentation is missing or incomplete will be delayed, we expect to advise applicants of any missing documentation by email within seven days.

We aim to process all applications in the timescales detailed above. 

Please do not contact us to check the status of your application. If your case worker needs additional information, they will contact you to request this.

If your application is successful, your case worker will notify you via email and will then arrange to make the financial aid payment or supply the device or appliance required.

Please note that cash payments cannot be made direct to applicants. All payments will be made directly to the creditor and not yourself.

If, in the unlikely event you have uploaded all the required documentation to support your application and your status is still showing as ‘application received’ and you have not had an email update from the Retail Trust after 14 business days, please contact the helpline on 0808 801 0808 to find out more about your application.

You can view the progress of your submitted application at any time, by using your email address and password to log in to this site and accessing the ‘my account’ section:

My account

 Select ’my financial aid applications’:


Please do not contact the Retail Trust helpline to track your application, our advisors only have access to the same information as shown in your account and do not have any additional information regarding your application status.

Once submitted the status of your application will show as one of the following:



Awaiting supporting documents

Application received, required supporting documentation has not been uploaded, please upload the required documents within ten days to complete your application.

Application received

Application successfully received, please do not contact the Retail Trust regarding your application. Once the status changes to ’under review’ your application has been allocated to  a case worker who will review your application and contact you for additional information  if required.

Under review

Application is now allocated to a case worker and is being reviewed. Please do not contact the Retail Trust regarding your application. Please track the progress of your application using the ’my applications’ option. Please be aware that application review may take up to 14 days.

Awaiting order confirmation

Good news - your application has been approved and you will receive an email to request the details required to arrange delivery of the items.

Awaiting bank details

Good news - your application has been approved and you will receive an email to request that you log in to the application portal and provide the relevant bank account details so we can arrange payment to your supplier.

Grant paid

Application successful and payment, devices or appliances are being arranged.

Additional evidence required

Further information is required to enable the Retail Trust to review your application. Your allocated case worker will be in contact to advise on what is required.

Case cancelled

Displayed when case is cancelled by the Retail Trust case worker due to receipt of a duplicate application.


Application declined and closed.


Remember, any applications received which are missing supporting documentation will be delayed.

As part of the application process for financial aid, a member of the Retail Trust team may be required to contact you directly to discuss details relating to your request. This is to ensure the safety and wellbeing of applicants.


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