banner 1

Existing Customers

If you're a Billing Finance customer, you'll always feel like more than just a number

banner 2

Existing Customers

If you're a Billing Finance customer, you'll always feel like more than just a number

banner 3

Existing Customers

If you're a Billing Finance customer, you'll always feel like more than just a number

banner 4

Existing Customers

If you're a Billing Finance customer, you'll always feel like more than just a number

Existing Customers

Existing Customers

This page contains useful information to help our existing customers. We also have a frequently asked questions page that may able to assist you. 

If you would like to make a payment, please visit our payments page. Remember to have your agreement number to hand as this will be required when making a payment.

An important message about incoming and outgoing post (including cheques)

Although we are working remotely at the moment, we are still sending and receiving post.  To comply with government guidelines and to keep our staff safe however, we are not collecting or sending post as frequently as usual.  If we need to contact you in writing, where possible, we will do this by email.  There are some documents that we have to send to you by post by law – we have put systems in place to ensure we can still do this.

Our staff are working hard to deal with your calls and emails as quickly as possible, but if you would prefer to contact us or send anything to us by post, you can do so.  All cheques received are banked each week. We would however ask for your patience as it may take us a little longer than usual to deal with your correspondence.  In particular, if you have sent us a Direct Debit Mandate or anything that you feel requires an urgent response and you haven’t heard back from us within 5 working days of sending, please call us on 01604 402204.

Please remember that you can use our Customer Portal to check your balance and make a payment.  Payments can also be made any time on our Payment page, or by calling us on 01604 402204 and choosing option 1.  You can also contact us using our Contact Us page.

Thank you for your understanding and please stay safe!

Coronavirus Information

We know many of you may be worried about how your finances might be affected by coronavirus (COVID-19). Please be assured that we are committed to doing all we can to help you during these difficult and uncertain times.

We are regulated by the Financial Conduct Authority (FCA), and are offering assistance to our customers in line with the FCA’s guidance in this area.  You can find the FCA’s guidance for consumers on finance products here

We have also added a “Useful Links” section below with further details on the assistance which may be available to you, together with details of independent advice organisations which may be able to assist you.

If you are experiencing or expect to experience a temporary loss in household income as a result of COVID-19 we would like to help you. We have a number of options available to assist you, which may include a reduced repayment plan a full payment deferral or a partial payment deferral of up to three months. You can find information about payment deferrals below. If you would like to discuss this or alternative assistance options, please contact us.

Payment Deferral - About Payment Deferrals

What are full and partial payment deferrals?

A full payment deferral is an agreement where we permit you to make no payments for a specified period without considering you to be in arrears.

A partial payment deferral is an agreement where we permit you to make reduced payments of any amount for a specified period whilst deferring one or more normal monthly instalments without considering you to be in arrears.

It is important that you consider whether a payment deferral is right for you.

Whilst payment deferrals are designed to help you during this difficult time, they may not be the best solution for you. So:

  •   please think carefully before entering into one of these arrangements;
  •   only do so if you need immediate and temporary financial assistance;
  •   if you can afford to make some repayments, even if it is a smaller amount than usual, you should continue to do so.

Remember, please do not cancel or reduce payments until you’ve contacted us and we’ve agreed an arrangement. If you cancel or reduce your payments without contacting us and agreeing this beforehand, this could have a negative impact on your credit file.

If you opt to take a full payment deferral, you will not make any payments to us until the agreed deferral period ends. If you opt to take a partial payment deferral, we can defer your payments and arrange for you to make a reduced payment that is affordable for you.

We will not expect you to make up the deferred payments at the end of the deferral period, we will move any deferred payments to the end of your agreement. This is not an extension of your agreement, but you will be bound by the terms of your agreement until your account is settled in full (you can find further details about this below).

There is no charge for taking a payment deferral and the total amount payable under your agreement with us will not change – you will not pay any extra interest.

We would be happy to discuss your options with you, let you know whether you are eligible for a payment deferral and help you to decide whether a payment deferral is the right option for you. If you would like to do this, please contact us on 01604 402204 or email us at creditcontrol@billingfinance.co.uk.

We have set out some information below to assist you in considering whether a payment deferral is right for you.

Payment Deferral - Points to Note

The purpose of a payment deferral is to assist where there is a temporary reduction income. If your financial difficulties are likely to last longer than three months, a full payment deferral might not be the best solution for you. If that is the case please contact us so we can work with you to find the best option to suit your needs, this may include a partial payment deferral or a temporary reduction in payments.

Please consider the period for which you expect your income to be reduced when choosing the duration of your payment deferral. Likewise if your reduction in income is partial, a partial payment deferral (a temporary reduction in payments) may be more suitable for you. Please contact us to discuss your circumstances so that we can help, or if you would like further information.

If you take a payment deferral, you can pay the deferred payments after your contractual term ends. Alternatively, you can make up the missed payments at any time during the remainder of your finance agreement with us. If you choose to pay them after your term ends, you will remain bound by the terms of the agreement until the payments are made in full. This means that Billing Finance will still own the vehicle and you must abide by the terms of your agreement until it is settled, including the requirement to keep the vehicle fully comprehensively insured and maintaining it to a reasonable standard. You will also not be able to sell it until your finance is paid off in full. We would suggest that you refer to your copy of your agreement for full details of your obligations. Alternatively, you can contact us for further details.

You should also note that if you take payment deferral and you have a warranty or breakdown cover, it may not cover you for the extended time that you will have the vehicle. You may also need to pay for an additional MOT or service on the vehicle and insure the vehicle for a longer period of time.

As a vehicle is a depreciating asset, its value will likely depreciate further by the time you have fully repaid us than it would have done if you had not taken the payment deferral.

A payment deferral could affect the amount payable on any future voluntary termination of your agreement, as you will have paid half of the total amount payable later than if you had not taken the payment deferral. (It will not affect your right to terminate your agreement however, which you can do at any time).

Your credit file will not be negatively affected by taking a payment deferral, and any deferred payments will not show as missed or late payments on your credit file. If your account was up to date before taking the payment deferral, it will continue to show as up to date on your credit file throughout the period of the payment deferral. Likewise if your account was in arrears before taking a payment deferral, your credit file will show the same level of arrears throughout the payment deferral (however, if you choose to make payments to clear your arrears during a payment deferral, we will update your credit file to show this).

You should also remember that credit files aren’t the only source of information that lenders can use in lending decisions. Factors other than payment history may also be relevant, such as information you provide to them, your bank account information, use of credit products or how much debt you are in.

If you choose to pay your deferred payments at the end of your contractual term, your agreement with us will not be marked as settled on your credit file until all payments are made, which will be longer than it would have done had you not taken the payment deferral. You should consider if this will impact your ability to obtain further credit.

If you are confident a payment deferral is right for your circumstances, you can request it online by choosing the appropriate option below. In doing so you will not have the benefit of us assessing your circumstances and offering you the options available to you.

Payment Deferral Coming to an End or Already Ended?

If you have already had a payment deferral and it is due to come to an end, or has already ended and you require further support from us, please contact us as soon as possible so that we can help you.

We will write to you when your payment deferral is due to end but if we don’t hear from you, we will assume that you are able to continue to make your full monthly payments, they will continue to fall due and if you have a live Direct Debit set up, your payments will be collected by Direct Debit on your usual payment dates. Any missed or partial payments will be treated as arrears and may have a negative impact on your credit file.

If you do need further assistance, it is important that you contact us as soon as possible. If your next payment is due within the next 5 working days please call us so that we can ensure that we are able to help you before your payment is taken.

Additional Support Needs

If you have any additional support needs that you would like us to be aware of, please let us know and we will do our best to accommodate you.

Options

We have set out below some links which you may find useful in determining what help is available to you during this difficult time.

 

Our Coronavirus Information Sheet provides information which may be helpful.

 

The FCA provides information on how consumers can deal with financial difficulties as a result of coronavirus, they provide links to a Budget Planner, information on how to prioritise debts and the Money Advice Service’s Money Navigator Tool. - www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus

 

The FCA has also produced some useful guidance for consumers on the impact of COVID-19 on a number of financial products, including loans and credit, mortgages, and insurance - https://www.fca.org.uk/coronavirus-support

 

The FCA’s Guidance for homeowners - https://www.fca.org.uk/consumers/mortgages-coronavirus-consumers

 

Government guidance for employees (including information on furlough, benefits and statutory sick pay) - https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-guidance-for-employees

 

Government guidance for businesses - https://www.gov.uk/coronavirus/business-support

 

Guidance for tenants - https://england.shelter.org.uk/housing_advice/coronavirus

 

There are also a number of independent organisations which can provide fee and impartial debt advice:-

 

https://www.moneyadviceservice.org.uk/en

https://www.nationaldebtline.org/

https://www.citizensadvice.org.uk/

https://www.adviceuk.org.uk/

https://capuk.org/

https://www.stepchange.org/

https://www.moneyadvicescotland.org.uk/

https://www.cas.org.uk/

https://www.adviceni.net/

https://www.citizensadvice.org.uk/wales/

Covid - 19 FAQs

If your payment is due in the next 14 days and you are worried that you can’t afford to pay it, please call us on 01604 402204.  If your payment is due in more than 14 days, please email us at creditcontrol@billingfinance.co.uk. Please see our Existing Customers page for further information.

If you are experiencing or expect to experience a sudden loss in income as a result of COVID-19 we would like to help you through this time. We have a number of options available to assist you. These options may include a payment deferral of up to three months. You can find information about payment deferrals here

If your payment is due in the next 14 days and you would like a payment deferral or any other type of assistance, please call us on 01604 402204.

If your payment is not due in the next 14 days, please email us at creditcontrol@billingfinance.co.uk or contact us through this website .  This will help us to keep our phone lines open for those customers who need assistance urgently.

Taking a payment deferral will not show as a missed payment on your credit file. However, this does not mean that your ability to access credit will be unaffected, as lenders may take into account a range of information when making lending decisions. Factors other than your payment history may also be relevant, such as information you provide to them, your bank account information, use of credit products or how much debt you are in.

If your payments were up to date beforehand, your credit file will continue to show your account as up to date during the period of the deferral.

If your account was in arrears before the deferral, your credit file will show the same level of arrears during the period of the deferral. If you improve your arrears position during the payment deferral by making payments towards the arrears however, we will update your credit file to reflect this improvement.

There is no charge for taking a payment deferral, and we will not charge you any extra interest – the deferral with not increase the total amount you agreed to repay us when you entered into the agreement.

You should also note that if you take payment deferral and you have a warranty or breakdown cover, it may not cover you for the extended time that you will have the vehicle. You may also need to pay for an additional MOT or service on the vehicle and insure the vehicle for a longer period of time.

Payment deferrals are intended to assist customers who need immediate and temporary financial assistance.  A payment deferral may not be the best solution for all customers in financial difficulty.  Please visit our Existing Customers page for more information or contact us to discuss your individual circumstances.

Once we agree the payment deferral, we will not ask your bank for any payments during the deferral period, so please do not cancel your Direct Debit unless we ask you to.  We may ask you to cancel your Direct Debit if we agree your payment deferral close to your payment date and have already requested the payment from your bank.

If your payment is due in the next 14 days and you would like a payment deferral or any other type of assistance, please call us on 01604 402204.

If your payment is not due in the next 14 days, please email us at creditcontrol@billingfinance.co.uk or contact us through this website.  This will help us to keep our phone lines open for those customers who need assistance urgently.

If you are in financial difficulty and have already requested a payment holiday our team will be able to refund you.

Please get in touch with a member of the team by calling 01604 402204.

Please call us on 01604 402204 or email us at creditcontrol@billingfinance.co.uk with details of your request and we will consider your request and how best we can accommodate you.

Wherever possible, we are doing everything we can to help customers keep their vehicles and set up affordable repayment plans. We will only terminate your agreement or repossess your vehicle as a last resort.

It is important that you let us know what is going on with your financial circumstances, we are here to help. Please get in touch with us on 01604 402204 or email us at creditcontrol@billingfinance.co.uk

Please rest assured, if you have emailed us and received a confirmation email, we are working on it and will get back to you as soon as we can.

Payment deferral requests are taking about 5 days to agree once we have all the information. Once we have actioned your request, we will respond to your email.

You can continue to make full or partial payments through our portal, by calling us on 01604 402204 and selecting Option 1 or speaking to one of our agents or by using our Payment Page to make a card payment.

Please rest assured, if you have emailed us and received a confirmation email, we are working on it and will get back to you as soon as we can.

Payment holiday requests are taking about 5 days to agree once we have all the information.

If your direct debit is due within the next 10 days, please cancel it and we can reinstate it after any payment holiday.

If you can afford to continue to make payments, please do so as this is likely in your best interests. However, if you have been financially impacted by Coronavirus, please get in touch to discuss your circumstances. We have a number of options available to assist you.

Registration for the online customer portal is only available for the Main Hirer on the Agreement. If you are the main hirer, you can register on the online portal using this link https://billingfinance.co.uk/customer-portal/ all you need is the email address associated with the account, your agreement number, date of birth and post code.

We are working hard to answer all your calls and emails, so please bear with us.

Our office is open Monday-Friday 8.30 am to 5.30 pm and Saturdays 9.00 am to 1.00 pm. We are also open bank holidays from 10.00 am to 4.00 pm (except for Christmas Day, Boxing Day and New Year's Day when we are closed).

If you have emailed us and received a confirmation email, we are working on it and will get back to you as soon as we can.

Payment holiday requests are currently taking about 5 days to agree once we have all the information.

If your direct debit is due within the next 10 days and you cannot afford to make the payment, please contact us via telephone to discuss. If you cannot get through and are worried that the payment may be taken, please cancel the direct debit instruction with your bank and we can re-instate it after any payment holiday.

Financial difficulties

If you are experiencing financial difficulty, you have a number of options. Information on your options can be found here.

When in financial difficulty, communication is key. Talking to us can save time, avoid incurring charges and potentially avoid repossession of the vehicle.

Please contact us as soon as you can so that we can discuss your options and help you to resolve your situation.

Falling behind with your payments may affect your credit rating and make it harder to obtain finance in the future.

There are also a number of organisations that provide free and impartial debt advice, such as the National Debtline (0808 808 4000) or the Money Advice Service (0800 138 7777). These organisations are not associated with Billing Finance but may be able to provide you with some support and assistance.

Change in personal circumstances

We fully appreciate unexpected changes in life can arise which may effect your ability to pay. These might include health issues both physical and mental, family circumstances and employment status.

Please contact us as soon as you can so we can work with you.

Please be assured that such issues will be treated with the utmost confidence.

Want to end your agreement early and return the vehicle?

Under section 99 of the Consumer Credit Act, you have the right to end your agreement with us at any time (unless it has already been terminated by us). This is known as “Voluntary Termination”. If you decide to Voluntarily Terminate your agreement, you will need to return the vehicle to us, and there may be further sums to pay.

To find out more about Voluntary Termination, click here.

Would you like to settle your agreement?

You have the right to repay your finance with us at any time in full or partially. Before you can do this you need a settlement figure, which you can obtain by contacting us.

Partially settling your account will have the effect of reducing your monthly instalments for the remainder of the term of the agreement. The term of the agreement will not reduce.

To find out more about Voluntary Termination, Click here

Had an accident or making an insurance claim?

Please remember that Billing Finance owns the vehicle, and you are required to contact us as soon as you are involved in a claim so that we can liaise with your insurance company.

In the event your vehicle is an insurance write-off, the proceeds of the insurance claim need to be paid directly to us.

Remember under the terms of your agreement, you are required to take out fully comprehensive insurance.

Complaints

If you are dissatisfied with the level of service you have received from us, or if you have issues with the vehicle, please contact us so we can help resolve this for you. Your complaint will be taken very seriously, and we will aim to resolve the matter as quickly as possible.

Even if your complaint is regarding the vehicle please ensure that you contact us. Billing Finance owns the vehicle and we need to know if there is a problem.

  • We ask you to be as detailed as possible regarding your complaint to assist us in resolving your matter.
  • Any complaint that is not resolved immediately will be acknowledged within five working days of receipt and a final response will be given within eight weeks.
  • If you are not happy with the outcome or if we have not managed to resolve your complaint within eight weeks you can contact The Financial Ombudsman Service at:

Exchange Tower, London, E14 9SR Telephone number 08450 801800 or email enquiries@financial-ombudsman.org.uk or visit their website www.financial-ombudsman.org.uk

A copy of our complaints procedure/policy is available on request.

If you have a complaint regarding our online service, please follow the link below to be redirected to the Online Dispute Resolution Platform: http://ec.europa.eu/consumers/odr

Compliments

If you feel you have received excellent service by a member of our team please let us know

It is important to remember that if you fail to make payments on time or fall into arrears, charges could be added to your account. We are clear, transparent and believe in being fair about any charges we make. So even though we have removed our late and missed payment charges, there may be situations where you will incur charges. For example, if you don’t pay, you may leave us no option but to recover the vehicle. This could incur legal fees and the cost of collecting the vehicle.

We’re here to help and we love to talk to our customers directly. Give us a call on 01604 402204

Your login details have been used by another user or machine. Login details can only be used once at any one time so you have therefore automatically been logged out. Please contact your sites administrator if you believe this other user or machine has unauthorised access.