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COVID-19 Information

Please consult our COVID-19 information section by clicking on the 'More Information' link below. This includes information on payment breaks, financial difficulties, MOTs, local lockdown restrictions and much more.

More information

Our Customers

Our focus remains on serving our customers and acting in your best interests. This means helping customers who require special assistance, those with general enquiries and helping customers who are planning for the future.
 

What’s going on with us?

Customer demands continue to increase so to help us in handling enquiries we would encourage our customers wherever possible to contact us using our online forms and online chat facilities, more information about how to contact us is detailed below.

COVID-19 Payment breaks and other options

It is important that we continue to work together to support each other as people. We understand that this is a difficult and challenging time for a lot of people and we want to help those of you who are in need. These are people who are either in financial difficulty or who are vulnerable. It is essential that we can continue to serve these people to the best of our ability.

If you’ve not already had a payment break and you consider you are in financial difficulty due to COVID-19 you can ask us for a payment break. To understand what this means please find out more information by visiting our financial difficulties support page.

Our approach is that a 3 months payment break will be offered.

If you have already had a 3 months payment break then our expectation is that you will return to paying the amounts and on the dates set out in our correspondence and agreement with you.

However, if this is not the case and your financial difficulties continue as a result of COVID-19 then there are other options. You can request a further payment break of up to 6 months in total (including any payment breaks already taken). However, in our experience, this is not always the right outcome so we’ll need to consult with you to find the most appropriate solution based on the information you provide. It is likely that we will need evidence to understand your circumstances. To request financial difficulty assistance, please complete our 'Change to my Contact or Payments' form in your online account.

Vehicle collections during local lockdowns

Last updated: 29/10/2020

Following UK government guidelines, we are continuing to collect vehicle returns that have already been booked from areas with local lockdown restrictions as normal.

If you still need to arrange your vehicle return you can do so online as usual. Please visit our returning your vehicle support page for further information.

Should the situation with returning vehicles change, we will update the information on this page.

Vehicle maintenance during local lockdowns

Scheduled Servicing:

Where possible, routine servicing of your vehicle should be postponed until local lockdown restrictions have been lifted. If your vehicle is already booked in for an end of agreement inspection, it is still required to have a full and complete service history record. In the event that you are unable to have the vehicle serviced due to local lockdown restrictions, you may need to reschedule your servicing appointment before the vehicle is inspected for collection.

Scheduled MOT:

Your vehicle will require a valid MOT in order to be road legal. An MOT can still be completed by our Retailers in areas with local lockdown restrictions in place. If your vehicle’s MOT due date falls outside of the restriction period, we recommend waiting until restrictions have been lifted.

Repair & Maintenance:

Repair & Maintenance work can still be completed by our Retailers during this period if work is essential in order to keep the vehicle road legal and mobile.

What other options are available to consider?

We have a range of other options which might suit your needs, these include the following examples:

Extend your term

This increases the length of your contract but reduces the payments as it is spread over a longer term. As the term is longer, you’ll pay more interest than you would if you didn’t extend the contract.

Reduce your term

It might suit your circumstances to pay more each month in order to reduce the term of your agreement. This could save you money on interest as you will be paying over a shorter period. If you have had a COVID-19 payment break and now your financial circumstances are resolved, you may wish to change your contract back to its original term to align with your servicing and insurance etc.

Increase your mileage

You can increase your mileage allowance and pay more each month. This is an option if you think you might go over your mileage allowance and don’t want to pay a big bill at the end.

Reduce your mileage

You can make an adjustment to your mileage allowance to reduce it and reduce the amount you pay each month. The reduction in your allowance would need to be material to make a difference to your payments, this would be a minimum reduction of 5,000 miles over the full term.

End your contract and/or enter into a new contract

You might want to change the amount you pay each month by entering into a new contract for another vehicle and pay less. You could do this for example by part exchanging your vehicle for another. If you want to end your agreement early you have two options; (1) you could early settle (and part exchange if it suits you) which means paying the total amount owed minus any interest rebate; or (2) you could voluntary terminate, as long as you pay at least 50% of the total amount payable, you’d also need to return the vehicle to us. If you are interested in a different vehicle and would like information about any offers that may be available to you then you can indicate this on our online form.

Payment waiver

If you have been made redundant involuntarily then you may be able to use your payment waiver feature to ask us to waive up to 6 monthly payments. You can find out more information here

Contract ending soon

If you are coming towards the end of your contract and would like to extend your agreement, then we may be able to offer you an extension of up to three months, without the need for a credit assessment or arrangement fee. Please make a request via your MyFinance account, using the 'Extend your contract' option within 'Manage Agreement'. If you have already submitted a form, please rest assured that we are working on it and will be in touch shortly. If you have a PCP agreement and you'd like to keep your car at the end of your contract, we may be able to offer you a refinance option. To discuss refinancing your final payment, please email our team.

 

MOTs

Following the outbreak of COVID-19, the government announced a 6 month MOT exemption. How this affects you depends on when your MOT is due to expire.

30 March 2020 to 31 July 2020

Your MOT will be automatically extended for 6 months because of coronavirus.
 

Example

Your vehicle's MOT was due to expire on 31 July 2020. 

This will automatically be extended to 31 January 2021. You will need to get your MOT by this date.

Your MOT will renew on the extension date if your vehicle passes its MOT first time. If it fails, your MOT will renew on the date it passes after that.  


Further guidance can be found on the GOV.UK website.

Servicing

Most dealers are open to provide vehicle servicing and repairs, you can contact your dealer to arrange an appointment.