My Moneybarn

Existing customers

We understand that your car or van is really important to you so we work hard to ensure that your finance experience is as smooth as possible. If, however you hit a bump in the road and your financial situation changes, it’s vital you talk to us as soon as possible so that we can take measures to help minimise the impact on your car finance.

Making a payment

Make a payment

It is easy to make an online payment, it only takes 5 minutes.

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Your monthly payment will be taken via direct debit each month. If it is not possible to make a payment via direct debit or you wish to change the date of your monthly direct debit you can call our Customer Service Team on 0330 555 1230. Lines open 8am to 8pm Monday to Thursday, 8am to 6pm Friday.

If you have an overdue balance on your account, you can login to our new Online Payment facility.

You can also make payments to your account in addition to your monthly direct debit. This will reduce the term of your agreement. You can do this over the phone by contacting our Customer Service team on 03005551230.

Changing your monthly Direct Debit

Your monthly payment will be taken by direct debit each month, on the same date that your agreement started. For example, if the agreement began on the 1st of the month, a direct debit will then be taken on the 1st day of the next month, and on the 1st of each subsequent month. You can choose for the direct debit to be taken 10 days before or 21 days after this date. Please be aware that you cannot choose a direct debit date beyond these parameters as this would mean entering the next payment cycle. To change your Direct Debit date you will need to contact our Customer Service team on 0330 555 1230.

Settling your agreement

You can settle your agreement at any time, by paying the remaining finance amount in full. To do this you need to request a settlement figure from our Customer Service team. Visit out contact us page to get in touch.

You can also find out more about settling you agreement by reading the terms and conditions in your finance documents.

Experiencing financial difficulties

We understand that after taking your agreement out your financial circumstances may change. If you are currently experiencing difficulties making your monthly repayments a member of our Customer Service team can work with you to find the best solution for your circumstance and also put you in touch with organisations who can give you free and impartial advice.

By letting us know at the earliest possible time we can discuss a range of options to help resolve your financial difficulty. Our Customer Service team is available on 0330 555 1230. Lines open 8am to 8pm Monday to Thursday, 8am to 6pm Friday.

Money Advice Service

For free, unbiased and easy-to-access money tools, information and advice.

W: www.moneyadviceservice.org.uk | P: 0300 500 5000

 

National Debtline

Debt advice and information in England, Wales or Scotland

W: www.nationaldebtline.org | P: 0808 808 4000

 

StepChange Debt Charity

Debt advice throughout the UK

W: www.stepchange.org | P: 0800 138 1111

We may in our absolute discretion vary the charges as described at any time and will notify you before such changes take effect.

If you fail to pay any sum due under your agreement on time we will charge you interest on all overdue sums in accordance with the terms & conditions of the agreement.

The charge for each of the following is £18.00 as per your agreement:
  • For sending you a Default Notice
  • If payment is not received by direct debit
  • If your direct debit payment fails
  • If you fail to make a payment on time
£18.00
We will charge £3.00 as per your agreement for the following:
  • Every time, after the first occasion you change the date in the month on which a payment is taken by direct debit.
£3.00
The admin fee for each of the following is £8.00 plus the recharge of necessary (and limited to the) third party costs associated with each of these events:
  • Failure to supply a copy of the V5 registration certificate
  • Failure to supply a copy of a valid MOT or where the MOT has expired
  • If on termination due to default, the MOT remaining is less than three months
  • Failure to supply the vehicle keys requiring us to obtain replacement keys
  • If the goods are returned with a Cherished plate
  • In the event that you request that we collect the vehicle from you following termination of this agreement
  • Failure to supply the service history on the vehicle
£8.00 plus cost associated with each event
We will charge the cost associated with each of these 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.
Cost associated with each event

Making a complaint

We aim to provide the highest standard of customer service but sometimes things can go wrong. If you are unhappy with any part of the service that you have received from us we would like to hear about it. Our Complaints Team will aim to address any complaint raised with them within 4 weeks. If they are unable to do so, they will make contact with you to provide you with an update and an anticipated resolution date.

If you have a complaint you can contact us in the following ways:

Post: Moneybarn, The New Barn, Bedford Road, Petersfield, Hampshire, GU32 3LJ

Email: complaints@moneybarn.com

Phone: 0330 555 1230. Lines open 8am to 5.30pm, Monday to Friday

We are committed to resolving complaints within 8 weeks of receipt but if we are unable to do so or if you are not satisfied with the result, you have the right to refer the complaint to the Financial Ombudsman Service. This must be within 6 months of our final response or you may lose the opportunity to ask them to review.

The Financial Ombudsman Service offer an independent arbitration service for consumers. You can contact them Monday-Friday between 8am – 8pm or on Saturday between 9am and 1pm in the following ways:

In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

By e-mail: complaint.info@financial-ombudsman.org.uk

By phone: 0800 023 4567

You can view their latest decisions by clicking here.