FAQs - Your questions about coronavirus

Your questions about coronavirus

• Will my Payment Holiday have any negative impact on my credit worthiness?

• I’ve been contacted by someone from Moneybarn, but I’m worried it might be fraudulent. How do I know it’s definitely Moneybarn contacting me?

• I’m not using my vehicle and I’m worried this may cause issues when lockdown is lifted. What can I do to maintain my vehicle at this time?

• I have agreed a Payment Holiday with you, but you have sent me a notice of my arrears, why is this?

• I am waiting for Moneybarn to collect my vehicle; do I need to keep the vehicle taxed and insured?

• I’m not using the vehicle; do I need to keep it insured?

• How can I set up a Direct Debit Instruction?

• I set up a payment holiday with you previously, but I think I now need to extend that further – how do I do that?

• If my Direct Debit still came out as I wasn’t able to cancel it in time, but I need the money, what should I do?

• You had previously contacted me to say that you were going to collect the vehicle following a Voluntary or Default termination but that hasn’t happened?

• I had built up arrears on my agreement or my agreement was about to Default or be terminated – I now want to get in touch to agree a payment holiday but I’m worried that you will end my agreement or take my vehicle back?

• I’ve submitted a payment holiday form or I’ve emailed you back in reply to your payment holiday email, but I haven’t heard back. What should I do?

• I have agreement arrears, which I’d like to keep on clearing if I can, even if I’ve agreed a payment holiday with you currently. How do I do that?

• I’m worried about an upcoming payment and whether I will hear back from you in time – what should I do?

• What’s the best way to get in touch with you regarding my agreement?

• I’m worried about the Coronavirus (COVID-19) pandemic, but I think I can still keep paying for now, what should I do/ when should I contact you?

• How do I register for your online customer portal and what can I use it to do?

• Where can I find the latest information about the best way to contact you/ when your office is open?

• I’ve emailed you about my agreement but haven’t heard back. How can I get support at the current time?

• I’m struggling to get through to you by phone/ your phone lines are closed and I need support regarding my vehicle finance agreement. How can I speak to someone?

• I‘ve had to stay off work due to the current situation with COVID-19 and I’m not receiving an income so can’t pay the vehicle finance payment. Will there be any option to postpone payments or will the car be taken off me?

• Are there any plans to offer deferred payment options to customers who may be laid off, made redundant or put on Statutory Sick Pay?

• Does Moneybarn have any plans to offer customers a payment break or standard payment holidays because of the current situation?

• My business/ income is reduced or stopped because of the impact of the Coronavirus (COVID-19) pandemic, what support can you offer me regarding my vehicle finance payments?

• I’m currently self-isolating and unable to work, what support can you offer me as I won’t be able to make my finance payments or I may need to reduce them?