Dealing with us during the pandemic
This is an unprecedented time and we wanted to let you know about the steps we are taking to help support our customers during this time.
Please be assured that we continue to be here to support you with your finance agreement so please see below for the latest information or if you have any concerns about your financial situation.
As with any responsible business the health and safety of our staff is a key focus. We are also socially responsible and want to do everything in our power to reduce the spread of this virus. Therefore, we have already taken action to ensure that all of our staff can work from home and this means that our call centres are working differently and are not routinely taking in-bound calls. To assist us in handling enquiries we would urge 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.
Thank you for your understanding and support during this period.
It is important during these times that we 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.
We kindly ask our customers to behave responsibly and only seek help from us where there is a genuine need and not to make contact if it is not necessary. However, if you have a genuine need then please do contact us through your online MyFinance account.
If as a result of the Coronavirus pandemic, you have been financially impacted and you need help then we are here to listen and find the right solution for your circumstances. To help us do that, we ask that you complete our online request via your MyFinance account, click here. If you have already submitted a form, please rest assured that we are working on it and will be in touch shortly.
If you are not in financial difficulty but worried that you might be in the future, or want to understand more then please consult our financial difficulties support page.
If you have an agreement with us which is regulated under the Consumer Credit Act 1974 then you can ask us to give you a payment break of 3 months. This means that you won’t have to pay your finance payments for 3 months. You will have to pay any service charges (which include Just Add Fuel® and Citroen SimplyDrive® or DS SimplyDrive® payments as these are arrangements with third parties and don’t form part of your finance arrangement). To enable you to have a payment break, we’ll need to extend the contract term by 3 months, this is so that your payments don’t increase materially after the payment break ends.
Taking a payment break won’t affect your credit file for the period of the payment break. However, interest will continue to apply during this period, meaning you pay a higher amount in the longer term.
This option may not be right for everyone as you may end up paying more over a longer term, therefore we ask that you consider carefully whether you want to request this payment break.
- only do so if you need immediate and temporary financial assistance
- if you can afford to make your repayments, you should do so
- don’t cancel payments until you’ve contacted us
This is intended to help you through a short period of financial difficulty and again should only be used if you cannot afford to make payments. After the payment break is over, you will be expected to continue to make your monthly payments. If you are not able to do so, you must contact us to consider options. Please also see information about other organisations who may help.
If you haven’t registered for MyFinance, we’d encourage you to do so. You can find out more information about how to register here.
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'd like to keep your car at the end of your contract, but would like to discuss refinancing your final payment, please email our team on email@example.com.
The government have now announced that from 30th March 2020, MOT due dates for cars, motorcycles and light vans will be extended by 6 months. This will be applied automatically, you do not need to do anything. More information can be found here.
We encourage you to make use of your MyFinance account to access documents and take key actions regarding accounts. You can do so by clicking here. You can also make use of our online chat facility.
For more general queries you can find information on our frequently asked question page.
Should you still need to contact us then please do so by clicking here.