FAQs - Existing customers

Existing customers

• Why does my payment holiday show as an arrears value?

• What is a payment holiday?

• How can I apply for a payment holiday?

• I’ve requested a payment holiday, but I haven’t heard back. What should I do?

• How can I register for your online customer portal?

• Am I able to pay my Payment Holiday back earlier than the end of my agreement?

• I previously agreed a Payment Holiday. What will happen if I want to end my agreement early?

• Can you transfer car finance to someone else?

• How do you calculate my Early Settlement figure?

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

• Will my payment holiday have affected my credit score?

• How do I know it’s Moneybarn contacting me and not fraudulent activity?

• Why have I received a ‘Notice of Sums in Arrears’ even though I’m in a Payment Holiday with you?

• If Moneybarn are collecting my vehicle do I need to keep it taxed and insured?

• If I’m not using my vehicle do I need to keep it insured?

• How and when can I refer my complaint to the Financial Ombudsman Service?

• How long will my complaint take to resolve?

• How can I set up a Direct Debit Payment?

• If I’ve agreed a payment holiday, can I still clear my current arrears?

• What’s the best way to get information or support at the current time?

• My income has been affected, will there an option for me to keep my car?

• My income has been significantly reduced, what support can you offer me?

• 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?

• 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?