We know that Coronavirus is causing disruption to everyone’s lives, but we want to assure you we are doing our utmost to support you during this unprecedented situation.
Please find FAQs below which answer the most common queries
I'm experiencing financial difficulty
If you have fallen into arrears or are concerned that you may fall into financial difficulties as a result of COVID-19 please do not be alarmed, we are taking exceptional steps to support customers impacted by COVID-19. You may still receive our standard letters informing you of these arrears, however we are here to work with you to find a suitable solution and keep you in your vehicle, these options include:
Agreeing an affordable repayment plan;
Giving you breathing space to consider your finances - up to 60 days;
Allowing you to keep your vehicle for as long as possible - we will take all steps possible to allow you to keep the vehicle;
Extending your agreement - up to 6 months, where you are approaching the end of your agreement;
Refinancing your balloon payment, where it is due and you want to own the vehicle.
If you are experiencing financial difficulty please complete this form and provide as much information as possible about your current financial situation.
You can also obtain independent financial advice from your local Citizens Advice Bureau or free debt management advice from Step Change on 0800 138 1111 or www.stepchange.org
What could an affordable repayment plan look like?
An arrangement to pay - This is an informal agreement to allow you to spread the payment of arrears over a period of time in equal instalments. During this time your ongoing monthly direct debit will continue to operate as normal. You will not be charged any additional interest or fees during this period and we will work with you to ensure that any arrangement to pay is affordable and suitable, taking into account your circumstances.
Token Payments – This is where we will accept a part of a rental to be paid in advance of the direct debit payment date before a customer goes into arrears. This option would be suitable for customers that are unsure as to whether they can afford to pay their rental in 1 payment or potentially get paid weekly and want to spread the payments.
What does 'breathing space' mean?
Breathing space means that for up to 60 days, we will not contact you or chase you for payment, to give you time to consider your finances. During this period your direct debit will continue to operate as normal and you may still receive our standard customer letters. You will not incur any charges, fees or additional late payment interest during this time. After this period, we will work with you to agree a suitable and affordable plan to pay those amounts which you were unable to pay due to COVID-19. Your monthly payment and the amount of interest you pay will not increase for the remaining term of your finance agreement. We consider that by using all of our available tools, this will help us to ensure a fairer overall outcome for you.
What if I fall into arrears?
If you fall into arrears this will be reported to credit reference agencies however we continue to work with the regulator to best understand how the current situation may impact individuals and businesses so that we can support you. We will do everything we can to prevent this situation impacting your future ability to obtain appropriate credit.
We and other lenders may take into account other information resulting from any COVID-19 related support option when making a decision to lend to you in the future.
If you feel your credit file is incorrect please request a ‘notice of correction’ with the Credit Reference Agencies directly.
What to do in the event of a bereavement
Losing a loved one can be very difficult. Our dedicated Customer Solutions Team is here to make this process as simple as possible for you. Please get in touch via our online form, and we will support you during this difficult time.
What happens if my vehicle was due to be collected?
All vehicle collections and handovers will be completed following procedures designed to support social distancing and reduce risk. Our network partners will be in touch to confirm your collection or handover appointment date and time and explain the steps that will be followed to complete the process.
In the meantime, if your finance agreement is coming to an end, or has already ended, please view your options on our end of agreement page.
I tried contacting you but can't get through
Our opening hours are Monday to Friday, 9am - 6pm. Please be aware that our peak telephone time is Monday between 9am and 2pm so during this time it may take a little longer for us to answer your call, apologies for any inconvenience caused by this. If you are a non-business customer you may find it quicker to manage your account online.
If you find yourself in financial difficulty please complete this form. As detailed below you can use our websites for information and alternative methods of managing your finance agreement. We thank you for your patience and understanding at this challenging time.
I'm waiting for a response from you
Once we have received your enquiry we will be working on getting a response to you as soon as we can.
Please do not send duplicate enquiries unless your situation changes, the more contact we receive delays how long it will take us to respond. Be assured we are prioritising our most vulnerable customers and those in financial difficulty.
Thank you for your patience, we are working as hard as we can to provide an answer for you.
If you are experiencing problems in making a payment towards your agreement, please contact us via this online form. We are here to help with a variety of options.
You can also contact us using our online forms or by the methods detailed on our contact us page.
Independent financial advice can be obtained from your local Citizens’ Advice Bureau.
Free debt management advice is available from Stepchange on 0800 138 1111 or www.stepchange.org
In order to help you as quickly as possible with your query the best way to provide your information to us is by completing one of the online forms below. There’s no need to submit your form more than once, we’re working hard to review all queries and will come back to you as soon as we can.
If you want to talk direct to one of our team for support, our phone lines remain open for key workers and vulnerable customers. You can find the best method of contact for you on our contact us section.