Are your offices open as normal?
We have implemented plans which are enabling us to continue serving our customers. However, following Government guidelines, 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. You may prefer to email us initially on [email protected] or use our web contact form which can be found here. If we cannot answer your query by email we will arrange a convenient time for one of our team members to contact you. 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 deferral of up to 3 months (to a maximum of 6 months in total). If your difficulties are longer term, not related to Covid-19 or you have already benefitted from the maximum deferral period of 6 months, we can offer other solutions based on an understanding of your individual circumstances. You may find it beneficial to complete a budget form to enable you to clearly know how much money you have coming in each month, where it is spent and how much you have left. If you have not already completed one of these, we have one available here which you can send to us and keep for your records. We will use the information you provide to better understand your circumstances and help find the solution which is right for you.
If you are unable to complete the budget form online due to your circumstances, please give us a call.
Please contact us 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 (maximum 3 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 is affordable to you.
Where a payment deferral is applied 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 existing 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.
Can I apply for a payment deferral at anytime
No. Currently the time you will be able to apply for an initial or further payment deferral will be up to 31 March 2021. After 31 March 2021, you will only be able to extend a payment deferral for a further period (up to a maximum of 6 months), if the request would see consecutive payments deferred.
Should you consider that you might require 6 full months of deferred payment, you should apply in good time before February 2021. This is because all payment deferrals must end by 31 July 2021.
Will having a payment deferral or missing payments affect my credit file?
If you are granted a payment deferral due to the Covid-19 outbreak your credit file will not be impacted. However, lenders may take into account other information when making future lending decisions, including, for example, information provided by you or bank account information.
After your deferral period ends, in line with FCA guidance, we will resume normal credit agency reporting.
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.
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. 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.
What if my car needs a service or MOT?
Your agreement with us requires you to maintain the vehicle in good condition. 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?
There are a number of organisations which offer free, confidential and impartial debt advice