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.
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 3 month 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.
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. If cannot pay these amounts then we will ask you to complete our online form to explain your circumstances. Please note, that we will not be offering additional payment breaks as standard. If additional assistance is required then 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.
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.
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.
Following the outbreak of COVID-19, the government announced a 6 month MOT exemption, however it has now been confirmed that mandatory testing is to be reinstated on 1st August 2020.
If your vehicle MOT is due on or after 1st August 2020, you will need to book an MOT as usual, if your car is not booked for collection beforehand.
If your vehicle MOT is due between 30 March 2020 and 31st July 2020, you will still receive a 6-month exemption.
Further guidance can be found on the GOV.UK website.
Most dealers are open to provide vehicle servicing and repairs, you can contact your dealer to arrange an appointment.