FAQs - Existing customers

Existing customers

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

• I’m worried about the coronavirus (COVID-19) situation, 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?

• My business/ income has been reduced or stopped because of the impact of coronavirus (COVID-19), 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?

• How can I change my monthly Direct Debit collection date?

• What support is available if I’m experiencing financial difficulties?

• What charges may apply to my agreement?

• How can I make an additional payment to you?

• Why you may still owe money after handing back the vehicle

• What should you do if you have an issue with the vehicle?

• Options for changing or upgrading your vehicle

• How does voluntary termination work?

• What should I do if I cannot make a payment?

• Why do I need to provide information on income and expenditure to agree a payment plan?

• When will I receive a statement from you about my agreement?

• What do I do if I have been in an accident or the vehicle has been damaged or stolen?

• I want to Voluntarily Terminate my agreement. What do I need to do?

• Can I settle my agreement or make additional payments to pay off my agreement early?

• Do I need to insure my vehicle?

• How do I make a complaint?

• When will I become the owner of my vehicle?

• I have received a Default Notice, what do I need to do?

• You’ve terminated my agreement, what will happen next?

• I have entered an IVA or become Bankrupt – do I need to let you know?

• How can I share feedback?