Customer: 01244 200 746

Introducer: 01244 200 766


Customer: 01244 200 746

Introducer: 01244 200 566

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Frequently asked questions

Affected by Coronavirus?

If you are concerned about making payments on your loan because of the continuing coronavirus situation, we can help. We can let you have a repayment holiday for up to three months.

What is a repayment holiday?

This is when you temporarily stop making your usual loan payment for up to 3 months. After that, your monthly payments will start again as before. We will extend the length of your loan at the end. This is so that you can make up the payments you have missed. Please note we will still add interest to your loan during the break.

Am I eligible for a repayment holiday?

You could be eligible if:
• Your income has been affected by the ongoing coronavirus situation.
• You expect this to be only a short-term change
• You have kept up with your loan repayments to date
If you are experiencing longer-term financial difficulties (for example, you are behind in your loan payments), we need to speak to you to help us find the best solution to your situation.

When will my payments stop and begin again?

We will do our best to start your repayment holiday as soon as we have received your request. Otherwise, you will still need to make your next payment. We will confirm your request in an email. If you pay by Direct Debit, we will stop collecting your payments when the repayment holiday begins. If your payment is due within 5 working days and this will cause you financial difficulty, please contact us on 01244 200793.

Can I ask for repayment holiday if I am currently in arrears or have an arrangement on my account?

You will need to call us to talk about your situation and we will assess each individual situation.

What happens if I am approved for a repayment holiday?

If you pay by Direct Debit, we will stop collecting your payments when the repayment holiday begins, and contact you to remind you when we will start collecting payments again.

Will a repayment holiday affect my credit file?

No a repayment holiday will not affect your credit file.

Will I be charged interest on my loan agreement while the repayment holiday is in place?

Yes we will continue to charge interest and will apply it to your loan balance.

How will this affect my loan agreement at the end of the repayment holiday period?

We will be in touch before your repayment holiday ends to tell you what your new monthly payment amount will be and the date payments will begin again.

How will this affect my monthly loan payments?

We will continue to charge interest as normal during the repayment holiday. We will add this interest to the amount that you owe, which will increase the balance we charge interest on. Taking a repayment holiday will not affect your loan agreement.

I have Voluntary Terminated my agreement with you and am waiting for my vehicle to be collected – what should I do?

We are able to collect your vehicle but must retain social distancing, so there are some things you have to do:
• You must complete the G3 ‘Go-appraise’ app – find at the App Store for IOS or Android on Google – Voluntary Termination – Self appraisal information
• The collection agent will call you to advise they have arrived rather than approach your door
• Both the customer and the agent will be required to hand wash / sanitise
• The agent will expect you to place the keys and all paperwork (service history, V5 etc.) in the vehicle (preferably in an envelope) only when the collection agent has arrived
• You will not be asked to sign anything, but it might be possible for an agent to record (on body worn cameras or a telephone) the consent of the customer to take the vehicle or to acknowledge any damage
Your agreement will be placed on hold until the vehicle is sold, in safe keeping, we are currently unable to sell vehicles as all the auctions sites are closed. You will not be charged any late payment fees during this time. We will also ensure that there is no negative impact on your credit file, however, if your vehicle is not in ‘retail’ condition, you may be charged for repairs to place in this condition.

If you have announced and had confirmation of your intention to terminate your contract, you must stop using the vehicle immediately.

You will need to keep the vehicle safe and in your possession until we collect it.

You may declare your vehicle as SORN – not use and store in a secure place, off the public highway, do not change the owner as this affects the re-sale value.

If you are unable to do this you must continue to insure the vehicle.

When you told us that you wanted to terminate your agreement, we wrote to you explaining how this works. In this letter, we explained if any further payments would need to be made. If you were told that you would need to pay further sums, you will still need to pay this. We will contact you about this AFTER the vehicle has been collected and sold.

If you have any questions please email

What is a Settlement Figure?

At any time during your agreement you can request a settlement figure. This is the sum needed to pay off the agreement in a lump sum resulting in you owning the vehicle outright. With every settlement figure there is be a rebate of interest calculated. Settlement figures are valid for 1 month after the date of the request, or up until your next due date if specified. We then calculate your settlement figure by taking the current capital element of the balance outstanding, adding the interest due up to the agreed settlement date, the rest therefore being rebated.

The settlement figure includes all fees and incurred charges throughout your agreement. If settled by the agreed upon date the vehicle ownership will transfer to yourself once the funds have cleared and the account closed.

Can I Voluntary Surrender my vehicle?

You have the right to voluntary surrender your vehicle at any point during your agreement. The process is as follows: You will need to submit in writing that you wish to voluntary surrender your vehicle in its current condition. You will then receive instructions from us on where the car will be sold. The site in which the car is dropped off will be specified by us (within reason to your location) or can be collected but a collection fee of up to £200 will be incurred. This fee will be added to the remaining balance on your account.

Once the car is sold at auction, the sales price will be deducted from your outstanding balance on the agreement. After this an affordable arrangement will be agreed upon to settle the outstanding amount.

Can I Part Exchange?

To part exchange your vehicle you will first need to contact us to obtain a settlement figure, this is the sum needed to clear your current finance agreement. Once you have this figure you can then approach any dealership or car sales garage that offers part exchange and sell the current vehicle to them for the price of the settlement figure, which they will need to pay directly to us.

If there is a difference between the price the dealership, or garage, will offer for your car and the price of the settlement figure then you will be liable for that sum. The shortfall will need to be cleared before being accepted by ourselves for more finance, as we do not accept applications with negative equity.

I have a new agreement and want to know when my first payment is due?

You can find the due date of your payments in your Welcome Pack and we will give you a call to confirm this information.  First payments must be made within 45 days of you signing your credit agreement.  The first payment to your agreement must be made from the verified bank account that you provided us with on your application for credit.

I would like to make a change to my Payment Date

If you would like to change the date on which your payment is due to be taken, you can ask us to change it to a more convenient date.  We don’t charge you to make a change but there are a few restrictions:

  • You may request a payment date change as many times as you wish, however payments must be made within the calendar month they are due
  • Any change must be requested at least 5 days before the next payment is due to allow us time to process your request

If you would like to request a change to your payment date please click the button below and complete and submit the form.

Personal details



I have changed my bank account for payments, what do I need to do?

Please let us know your new bank details as soon as possible so we can continue to receive your payments and prevent your agreement falling into arrears.  You can let us know by calling us on 01244 200746 and we will be happy to set up the new direct debit over the phone.

How can I update my personal details?

The accuracy and security of your personal data is really important to us.  We can make changes to your contact details and address online but changes of name will mean that you need to write to us with a little more information.

To advise us of a change of address or contact numbers please click the button below

Changes requested

Please complete for any changes you would like us to make

Unfortunately, we are unable to accept a name change request online.  Please write to us at the address below advising us of your old and new name and providing a copy of any relevant supporting documentation such as a Deed Poll notification, marriage certificate or Decree Nisi/Absolute.  Please do not send us original documentation.  We also require an example of your old and new signature for our records.

Can I pay a lump sum off my agreement and what effect will it have?

You can partially or fully settle your agreement at any time by letting us know that you wish to do so and paying off some or all of the amount that you owe. It is possible to reduce the length of your agreement in this way. The minimum lump sum that we can accept is £100. Please click on the button below to obtain a quote for full settlement or to make a partial settlement.

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My vehicle has been stolen – what should I do?

The first thing you should do is to contact the police and report the theft so that you can obtain a crime number which will be required by your insurance company prior to settling any claim.  Until the insurance company has resolved the matter you will need to carry on making your normal monthly payments and it may also be necessary to continue to pay the difference between the insurance settlement and any remaining outstanding monies owed against the agreement to settle the account in full.

My vehicle was in an accident and has been written off – what should I do?

Until the insurance company has resolved the matter you will need to continue making your normal monthly payments and it may also be necessary to continue to pay the difference between the insurance settlement and any remaining outstanding monies owed against the agreement to settle the account in full.

Can I voluntary terminate my Hire Purchase agreement?

Under section 99 of the Consumer Credit act 1974, you have the right to a voluntary termination of your agreement with us once you are financially half way through. In order to do this the car must be in a good and saleable condition, as per section 100(4) of the Consumer Credit Act 1974. Clause 5.2 of the Hire Purchase Agreement states that ‘good repair and condition’ includes a valid MOT, V5, Service History and at least 1 key.

If there are any repairs needed on the vehicle you may be liable for these rectification costs. We will take into consideration general wear and tear against the age of the vehicle using the CAP HPI guide. The assessment of the vehicle will be done by an independent third party at the auction site.

The site in which the car is dropped off will be specified by us (within reason to your location) or can be collected but a collection fee of up to £200 will be incurred. This fee will need to be paid in advance.

To begin the process you will need to let us know in writing that you wish to voluntary terminate. From there you will be sent an information pack via post, unless you specify that an email is preferable. In the pack, it will contain all the information on the next steps which includes our G3 Self-Appraisal App instructions, the returning of the vehicle and the costed appraisal.

Voluntary Termination – Self appraisal information

I am experiencing financial difficulties, can I reduce my repayments?

We always consider requests for reduced payments on an individual basis.

We are happy to consider reducing your repayments and whilst we look at every case on an individual basis, there are a number of factors we take into consideration before any decision is made. These factors include:

  • Type of Agreement
  • Reason for financial difficulties
  • Affordability

Printable Income & Expenditure form

Can I nominate someone else to talk to you about my agreement?

Our responsibilities under the Data Protection laws mean that we are only allowed to speak to you about your finance agreements. However, if you would like to nominate a third party to speak on your behalf you can arrange this with us.


There are a number of ways you can nominate a third party. These include:

  • Completing a Third Party Authorisation form. You can either email it to us at or you can post it to us at the address on the website.
  • Over the telephone
  • Sending in an original, or certified copy of a Power of Attorney

There is something else I need help with

If you need help with something that is not listed in our Frequently Asked Questions (FAQs) please use this area to let us know how we can help you.

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