Are your offices open as normal?
We have implemented plans which are enabling us to continue serving our customers. However, following the Government’s most recent directive, we are operating with reduced staff in the office and this is impacting our service levels.
Are my payments due as normal?
Yes, unless you have contacted us to discuss an arrangement your existing repayment schedule applies. If you usually pay by direct debit or scheduled card payment and we have not confirmed an alternative with you your payment will be deducted from your bank account on its next due date. We encourage you to contact us at least seven days before the due date if you think you may have difficulty paying.
Can I talk to someone on the phone?
At present we are operating with a reduced number of staff and this is affecting how quickly we are able to deal with customer queries. In order that we can deal with the most urgent queries first we are asking all customers to email us initially on [email protected] or use our web contact form which can be found here. We will then prioritise those customers in the most urgent need of our help. Our office hours are Monday to Friday 9.00 – 17.00. We thank you for your cooperation and understanding in helping us to best serve all our customers during this time.
What can I do if I can’t pay my next payment?
We understand that many people are facing temporary financial difficulties as a result of the Covid-19 outbreak. If you are experiencing, or reasonably expect to experience, temporary payment difficulties we may be able to offer you a range of options including a payment holiday, based on an understanding of your individual circumstances. Please email us on [email protected] and we will contact you to discuss your circumstances.
Should I cancel my direct debit?
If you are unable to pay your next payment please contact us to discuss how we may be able to help you on [email protected] . It is not usually necessary to cancel your direct debit instruction, however we are unable to make amendments to payments due within the next 3 working days.
What is a payment deferral?
A payment deferral is a concession to your agreement with us. A payment deferral enables you to defer your payments for a set period of time, in the current circumstances this will be up to three months. This option may be appropriate where there is a loss or temporary reduction in your income due to circumstances arising out of COVID-19. It’s important to note that you will still owe these missed payments and therefore unless you make overpayment during the remaining term of the loan, your loan will not be repaid within the original term. You will have the option to make the missed repayments at the end of the deferral period if it it affordable to you.
In order to comply with FCA guidance, in offering you the option of a payment deferral we confirm that, other than in respect to the term of your agreement which will now be longer, all other original terms of your agreement are unchanged.
When considering whether a payment deferral suits your circumstances you should note that by deferring payments due under our agreement it will take longer before you own the vehicle. You may wish to consider the impact this will have on any optional insurance or warranties that you have purchased from other providers. Note it is a requirement of your finance agreement that your car is fully and comprehensively insured and in a roadworthy condition at all times.
Will my payment deferral be automatically extended if it’s coming to an end?
No. We will send you a reminder shortly before your payments are due to restart. If you are unable to resume payments please contact us at least 7 days before the end of your agreed deferral period so that we may discuss your options.
Will I be charged interest during the payment holiday?
You will not be charged any interest during the payment deferral period.
Will I be charged for a late payment?
You will not be charged any late payment charges during this period of disruption caused by the Covid-19 outbreak.
How many payment deferral am I entitled to?
Where customers are experiencing genuine financial difficulty, we will devise appropriate payment plans which, depending on the individual circumstances, may include a payment deferral. Customers whose income is largely unaffected by the Covid-19 outbreak and who can afford to continue their motor finance repayments should do so.
Can I pause my motor finance agreement whilst I am unable to use my car due to social distancing?
Your finance agreement with us continues as normal even if you are unable to use your car. However, if you are experiencing temporary financial difficulty as a result of the Government’s directives to close many businesses and enforce social distancing, please contact us on [email protected] to discuss your circumstances.
What if I can’t afford to pay my car insurance premium?
It is a requirement of your finance agreement that your car is fully and comprehensively insured at all times. If you are experiencing difficulty in paying your premium, please contact your insurer to discuss other ways you may be able to pay or options for reducing your premium whilst maintaining the level of cover we require you to have.
What if my car needs a service or MOT?
Your agreement with us requires you to maintain the vehicle in good condition. The Government has granted a six month extension to any MOTs due after the 30th March 2020. You should follow the latest government guidelines, ensure your car remains roadworthy and contact your vehicle manufacturer or dealer with regards to servicing and repairs.
What if I am already behind with my payments?
We have procedures in place to support any customer impacted by COVID-19. We will review individual circumstances and work with you to find an appropriate solution.
Where can I get further help and advice?
Click here for details of organisations which offer free, confidential and impartial debt advice.