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: To change your monthly Direct Debit collection date, please contact our Customer Services Team on 0330 555 1230. Our team will be happy to help and walk you through your options and how this works.

Barney says: if you’re experiencing financial difficulties and worried that the agreement may not be affordable or you’re having problems making a payment or you’ve already missed a payment, we will always want to speak to you so we can understand your situation and offer you support and discuss the options you have available. Ideally, it’s easier for us to talk things through fully with you over the phone (you can call our Customer Services Team on 0330 555 1230). But we understand you may be having a difficult time, and picking up the phone can seem daunting, so if you would prefer to email us, you can do so at customerservices@moneybarn.com. There are also a number of free and impartial money management and debt advice organisations we would recommend you reach out to: StepChange Debt Charity - Debt advice throughout the UK. Web: www.stepchange.org/Contactus (you can complete their online debt help tool and budget form) Tel: 0800 138 1111 (freephone) – Mon to Fri 8am-8pm, Sat 8am-4pm National Debt Helpline - Debt advice and information in England, Wales or Scotland. Tel: 0808 808 4000 – Mon to Fri 9am-8pm, Sat 9:30am-1pm Web: www.nationaldebtline.co.uk (Webchat available) Business Debtline - a charity giving free debt advice to small businesses and self-employed people. 0800 197 6026 - Mon to Fri: 9am - 8pm Web: www.businessdebtline.org (Webchat available) PayPlan – Free debt help and management plans Tel: 0808 250 2209 (freephone) - Mon to Fri 8am–8pm, Sat 9am–3pm Web: www.payplan.com Citizens Advice – For advice and information on debt and other topics, visit your local Citizens Advice Bureau. Web: www.citizensadvice.org.uk (Webchat service and ‘Find your local Citizens Advice’ tool available) Tel: 03454 04 05 06 (Citizens Advice consumer helpline) - Mon to Fri, 9am-5pm Money Advice Service – For free, unbiased and easy-to-access money tools, information and advice. Web: www.moneyadviceservice.org.uk Free online budget planner: www.moneyadviceservice.org.uk/en/tools/budget-planner Tel: 0800 138 7777 - Mon to Fri, 8am-8pm, Sat 9am-1pm Gov.uk benefits calculators - suggested independent benefits calculators Web: www.gov.uk/benefits-calculators

Barney says: If you fail to pay any sum due under your agreement on time we may charge you interest on overdue sums in accordance with the terms & conditions of the agreement. We may also need to charge you for costs associated with any or all of the following events:

  • If you have failed to take reasonable care of the goods, or made modifications in breach of your agreement we may charge you the amount required to bring the goods to a reasonable condition.
  • In the event that an arranged inspection is cancelled by you (within 24 hours of the pre-arranged inspection) or you fail to attend such an inspection then we will be entitled to charge you reasonable wasted expenses.
  • If you terminate your agreement and do not provide the service history required then we may charge you for the reasonable loss in value of the goods.
  • At our discretion we may decide that repairs are not to be undertaken. In this case you may have to pay the reasonable costs which equate to the loss in value of the vehicle caused by the goods not being returned in a reasonable condition.
  • Fees associated with any legal, trace or collection associated with recovering the total amount payable by you under the agreement.
This information is also detailed in your customer contract and our terms & conditions. Please be aware that we may in our absolute discretion vary the charges as described above at any time and upon notifying customers before such changes take effect.

Barney says: If you want to make an additional payment on top of your normal contractual payments, please contact our Customer Services Team on 0330 555 1230 so we can walk you through how that process works and the payment methods available.

Barney says: When you signed up to the finance agreement with us, you agreed to pay us a certain amount over time to eventually become the legal owner of the vehicle. If you end the agreement early, you will need to return the vehicle to us and it’s possible you’ll owe us an amount to clear the agreement. Returning the vehicle to us in a good condition and in good time can reduce the amount you will owe to clear the agreement. If you’ve already paid us half of the agreement cost and you use the voluntary termination option there may be little or nothing to pay, other than any arrears or charges that are applicable.

Barney says: We hope you won’t have any problems with the vehicle you’ve chosen, but if an issue does arise we want you to feel supported. If you experience an issue early on during the agreement, we would always encourage you to speak directly with the vehicle supplier that you purchased the vehicle from in the first instance. They should be able to help you investigate and resolve the issue. If you need us to assist you and/or contact the vehicle supplier on your behalf - please call or email our Customer Services Team using the details confirmed below and we will explain what to do next. If issues develop further into the agreement, it will normally be your responsibility to look into and pay for any repairs needed to the vehicle in the normal way, e.g. booking in with your preferred garage or local mechanic.

Barney says: Where the agreement is a ‘Conditional Sale Agreement’ we legally own the vehicle while we’re providing you with finance. If you want to change the vehicle you would need to repay the existing agreement and then you could consider selling or part exchange. We might be able to finance another vehicle for you and this might be at a lower rate if you meet certain criteria. If this is something you’re thinking about, please call us on 0330 555 1230 and we’ll be happy to work through your options in more detail.

Barney says: You have a right to tell us you want to end your agreement using the voluntary termination option at any time. We’ll need you to notify us you want to do this in writing. That can be a clear email stating that you want to use the voluntary termination option, or you can send us a signed letter confirming this. If you voluntarily terminate your agreement you are liable for half (50%) of the total amount we agreed would be payable at the start of the agreement, plus any arrears or charges you’ve built up if applicable.. When you voluntarily terminate your agreement you need to return the vehicle to us (we can arrange to collect it free of charge) and it must be in a good condition, bearing in mind its age and mileage. If you think you may want to use this option to end your agreement early, please contact our Customer Services Team on 0330 555 1230 so we can run you through all of your options to end the agreement, and confirm how much each option may cost you.

What is a vehicle finance voluntary termination?

Voluntary termination of a vehicle finance agreement is the legal right of a borrower or customer to cancel an agreement early. It means returning the vehicle and then only being liable for half of the overall agreed finance amount (plus any arrears or charges if applicable). Often an individual’s circumstances can change over the course of a vehicle finance agreement and they need to end the agreement early. In that case, voluntary termination might be the most cost effective option to do that. Your credit score should not be affected by voluntary termination, so long as you have paid all of your monthly payments on time up to the point you hand the vehicle back.

Barney says:

Please always get in touch with us if you think you may not be able to make a payment - we’re always happy to discuss your situation, and we will try to help you get the best outcome.
You can call our Customer Services Team on 0330 555 1230. If you get in touch with us, we can help you stay in the vehicle.
If you are experiencing financial difficulties, please see our dedicated section here, which includes details of where you can seek free independent financial advice and support.

Barney says: As a vehicle finance provider, we have a responsibility to ensure any payment arrangements we agree with customers are affordable and sustainable; if we ask you to complete our income and expenditure form and give us full details around your income and outgoings, it’s so that we can fully understand your other financial commitments and make sure that any payment plan we agree with you is set at a suitable level.

Barney says: We will send you a statement each year, shortly after the start date of your agreement. The statement will give you a full update on the agreement, confirming how much you owe at that point, and the payments you’ve made over the last year. If you need a statement showing the latest position of your agreement at any point, you can contact our Customer Services Team on 0330 555 1230, or email us at customerservices@moneybarn.com to request this.

Barney says: Please tell us as soon as you can if you’ve been in an accident, or the vehicle has been damaged or stolen. We’ll let you know what needs to happen, depending on the exact circumstances.

Barney says: If you think you want or may need to end the agreement early, there are various options available to you. If you contact us, we will walk you through the different options and explain how much each option may cost you. You’ll then need to decide how you want to move forward, and we’ll need to arrange to collect the vehicle from you, and then let you know how much if anything you owe us to clear the agreement fully.

Barney says: Yes, you can settle your agreement in full or in part at any stage during the life of the agreement. If you want to do this, please contact our Customer Services Team on 0330 555 1230 to request an up to date Early Settlement Figure, and they will explain what you need to do next to arrange a full or partial early settlement.

Barney says: Yes, when you sign an agreement with us, you agree that you will insure the vehicle in your name under a fully comprehensive policy. You also need to make sure the excess isn’t more than £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. The easiest way to make a complaint is to email complaints@moneybarn.com. Alternatively,  you can call our Customer Services Team on 0330 555 1230.

Barney says: Once you’ve made the final payment on your agreement, and assuming you’ve paid the total amount payable under the agreement, we will transfer legal ownership of the vehicle to you and confirm the agreement is fully settled.

Barney says: If the arrears on your agreement have built up to an unsustainable level, and we haven’t been able to reach you to agree a way forward, or if you’ve broken a crucial condition of the agreement, then we will have to send you a Default Notice. You should read this document carefully, and if you are able to, take the action required by the notice. We will always want to work with you to get the best outcome possible, so we recommend you contact our Customer Services Team, so we can work through your options. If we’ve sent you a Default Notice and we don’t hear from you, we will move forward with our Default Termination process and look to recover the vehicle.

What is a Default Notice?

A default notice is a formal letter from your creditor warning that your account is about to default because you’re behind with your payments. A default notice is sent after three to six missed payments. A default notice is also sometimes referred to as a ‘default letter’ or ‘Notice of Default’. The notice will give you 14 days to pay any amount owed before issuing a default.

Barney says: If we’ve terminated your agreement, our confirmation letter and leaflet will explain what will happen next and what we need you to do. We’ll keep trying to reach you throughout the process that follows, and/or explain the next steps and what you need to do at each stage as the process moves forward. We will always want to work with you to ensure you get the best outcome possible so please speak to us if you are in any doubt about what is happening or why, if you want more information, or if you want to update us on your circumstances.

Barney says: Please always keep us informed of any changes in your circumstances. You can contact our Customer Services Team using the details provided here. If you are experiencing financial difficulties, please see our dedicated section on experiencing financial difficulties where you can find details of organisations who can provide you with free, independent financial advice and support.

Barney says: We are committed to providing the best customer service possible, and your feedback plays an important part in helping us to achieve this. Whether you wish to make a suggestion for improvement, or simply pay us a compliment, we’re incredibly grateful for any and all feedback we receive. You can share your feedback with us by emailing feedback@moneybarn.com.