Existing Customers

Financial difficulties

If you are experiencing financial difficulties, communication is the key.  Talking to us can save time, possible charges and potentially losing your vehicle.

Please contact us as soon as you can so we can work with you to help you get through any difficult situations. 

There are also a number of organisations that provide free and impartial debt advice. These organisations are not associated with Billing Finance but provide free money advice for example the National Debtline 0808 808 4000 or the Money Advice Service.

By letting us know at the earliest possible opportunity about any financial concerns we can discuss a range of options which may help you to resolve your financial difficulty.  This will be subject to assessing your ability to pay.

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

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 and return your vehicle?

If you are considering ending your agreement and returning your vehicle to us before the end of your contractual term, we call this voluntary termination. If you have paid over half of the total amount payable under your agreement there will be nothing further to pay, providing the vehicle is in good condition and you are up to date with your payments. If this is not the case, you will be liable for additional amounts. Please contact us for further information.

For information on the type of damage you will and won't be charged for when you return your vehicle, please view our Vehicle Return Standards.

If you have private plates and wish to retain them, please ensure that, before you voluntarily terminate, you replace them with the vehicle's original registration plates.  Any private plates on the vehicle when returned will become our property.

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.

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.