Existing customers

Got a question?

Below you’ll find answers to the questions that we get asked the most about managing your finance agreement.

Barney says: Always keep us informed of your circumstances, we are always happy to discuss your situation and try to help call customer services on 0330 555 1230. Charges may be applied if you fail to make your payments on time, and your vehicle could be at risk.  If you are experiencing financial difficulties please see our section on experiencing financial difficulties to obtain details of free independent financial assistance.

Barney says: As a lender we have a responsibility to ensure any payment arrangements made are affordable and sustainable; this income and expenditure form helps us to understand your other financial commitments.

Barney says: You will receive a statement shortly after the anniversary of your agreement. You can also obtain a statement of account by contacting customer services on 0330 555 1230 or by email on customerservices@moneybarn.com.

Barney says: Please inform us immediately if the vehicle is lost, stolen or if you have had an accident and the vehicle is declared a total loss by your insurer.

Barney says: You have a right to end your agreement at any time. To do so you must notify us in writing, and the notice must contain your signature. If you voluntarily terminate your agreement you are liable for half (50%) of the total amount payable under your agreement, plus any overdue repayment installments (even if you have already paid up to the half amount). When you have voluntarily terminated your agreement you will be required to return the vehicle to us and it must be in a good condition. For help arranging this please contact our Asset Management team on 0330 555 1520.

Barney says: Yes, you can settle your agreement in full or in part at any stage during the life of the agreement. Before you can settle an agreement you will need to request a settlement figure from our Customer Services team on 0330 555 1230.

Barney says: Yes, from the date you sign the agreement you must insure the vehicle in your name under a fully comprehensive policy at your expense, and the excess must not exceed £500.00.

Barney says: We strive to offer the highest level of customer service and we take any concerns you have seriously. If you are unhappy about our service, we would like to hear about it. We aim to resolve any complaints we receive informally within 3 working days. However, if a complaint requires further investigation it will be escalated to our Complaints Team for review.

Barney says: Only once you have made the final payment on your agreement, and paid the total amount payable under the agreement.

Barney says: If you have regularly been unable to make your monthly repayments you will be sent a default notice. You should read this carefully, and if you are able to, take the action required by the default notice. If you have any questions or are not able to take the action required call our Customer Services Team on 0330 555 1230

Barney says: You will be contacted by our specialist team to discuss your options or the return of the vehicle.

Barney says: Always keep us informed of any changes in your circumstances; if you are experiencing financial difficulties please see our section on experiencing financial difficulties to obtain details of free independent financial assistance.