FAQs - Your questions about coronavirus

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

Sam Wooller, Customer Experience Communications Manager
Thursday, 02 April 2020

If you have requested a payment holiday, and have received an email notification, then we are working on your request.

All payment holiday requests will be confirmed within 7-10 working days.

However, if your payment is due in the next 10 days, we may not be able to stop your Direct Debit from being taken. In this instance, please cancel your Direct Debit with your bank and we’ll set that up again after the payment holiday ends.

If you’re happy for us to set your Direct Debit up again once your payment holiday is over, please select ‘yes’ to the question, when completing the payment holiday request form.

When we confirm your payment holiday, we will address the missed payment from the cancelled Direct Debit. If we agree a Payment Holiday with you, we will freeze the status of your credit file immediately. This should reduce or prevent any negative impact.

We also won’t be collecting vehicles from customers during the Government imposed lockdown.

We’re doing everything we can to help you to stay in your vehicle and maintain your finance agreement with us. As we always aim to do.