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Frequently Asked Questions COVID-19

Worried about making your payments due to COVID-19?

You should continue to make your payments if you can afford to do so. If you need to make a payment, please use our online payment portal.

If your payment is due in the next two weeks, and your circumstances are changing or uncertain and you need to discuss your options, then please contact our team of experienced agents who are here to help you. Please be patient though – we are experiencing a much higher number of calls from customers and we’re doing our best to help customers as quickly as possible. Please do not cancel or reduce your standing order or direct debit without speaking to us.

Before you call, please take a look at the below FAQ’s for more information.

If you’re self-employed and affected by COVID-19, please click here for some further information and resources.

I’m struggling to meet my payments at the moment due to COVID-19. How can you help?

We recognise that everyone’s situation is unique, and we want to help you individually to get through this difficult period. Please contact our team of experienced agents who will discuss your circumstances and the helpful options available such as lower payments or a payment deferral (subject to eligibility) for a short period. We’ll work through your current Income & Expenditure so we’ve a good grasp of your situation and how your circumstances have changed before agreeing a suitable way forward.

I’ve heard about a Government Scheme to give a 3 month payment deferral. Does that apply to me?

As of 31st March 2021, in line with Financial Conduct Authority guidance, we are no longer able to offer new 3-month payment deferrals to customers. Customers who are already in a payment deferral may apply for an extension up to 6 months in total, however all payment deferrals will come to an end on 31st July 2021. Our experienced agent are on hand to support you and they will take the time to understand your circumstances and discuss with you the right way to proceed.

WI’d like to extend my current deferral, what should I consider?

There are a few things to consider – a payment deferral may extend the term of your agreement so you’ll be paying for longer and it will end later than stated on your credit agreement. This means that you will be required to insure and maintain the vehicle for longer and will incur additional costs for example insurance, breakdown cover and servicing costs.

It may also affect any future Voluntary Termination of your agreement as you will have paid 50% of your total balance later than expected.

What evidence of financial loss or other impacts of COVID-19 will you ask to see?

It would be helpful to have evidence of the information you’ve provided on your Income and Expenditure, but we’ll keep this as simple as possible and specific to what’s changed e.g. letter from your employer; proof of benefits or proof of HMRC registration.

What will happen to my credit file if I defer my payments due to COVID-19?

We’re working with the Credit Reference Agency to continue to report the status of your account prior the impacts of COVID-19. So if you were up to date with your payments prior to COVID-19, and we agree a payment deferral, reduction or other forbearance is right for your circumstances which have changed due to COVID-19, then we will continue to report your payments as up to date and if you were in arrears, your arrears position will not get worse. We will report any improvements you’re able to make if you are able to repay any of your existing arrears.

The principle is that your credit file shouldn’t be adversely impacted by the unforeseen event of COVID-19

What will happen to my credit file if I reduce my payments due to COVID-19?

Where possible you should continue to make your payments on time, and in full, if you can afford to do so. If you are unable to do so, we will work with you to make affordable and sustainable repayments until such a time that your circumstances improve. Please be aware that, unless you are in a Payment Deferral, we are required to inform Credit Reference Agencies that you have entered into a reduced payment arrangement with us and report to them any arrears that accrue. Once an arrangement has been agreed our experienced team will talk you though the impact on your credit file in more detail and will be able to answer any questions you may have.

Will you repossess my car if I can’t make my payments as a result of COVID-19?

We won’t terminate or seek to repossess your vehicle where you’re experiencing temporary payment difficulties as a result of COVID-19. Repossession is always a last resort once all other options have been exhausted. Our experienced agents are here to work with you to explore every practical way to keep you in your vehicle.

I have received a notice saying that I am in arrears, but I have agreed a payment deferral with you. What does this mean?

We are required by law to send you notices of sums in arrears if you do not make certain repayments. This notice explains your current arrears position on the Agreement, on the basis of payments being payable to us on the original due dates for payment. Please do not be concerned by them, as they will not affect this temporary payment plan.

Can I arrange finance for a new car?

Absolutely! We’re open for business and here to provide finance to new and existing customers. Please click on the Apply Here button on our website or follow the link here.