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Frequently asked questions

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.

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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?

Yes you can.  Under the Consumer Credit Act 1974 you have termination rights.  For full information please refer to the Termination Rights section in your credit agreement or click on this link for more information.

If you wish to voluntary terminate your agreement you must express your wish in writing to us at the address below.  Please include your name, address, agreement number and contact telephone number.

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 collections.admin@smfmotor.com 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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