Support & FAQs

Got a question? Hopefully, this page will answer a few of yours and keep you moving in the right direction.

If you are finding it hard to pay bills, please contact us as soon as you can so that we can discuss your options.

Contact is key. Talking to us can save time, avoid incurring charges and potentially avoid repossession of the vehicle.

You have a number of options available to you and we are here to help. Information on your options can be found here.

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).

If you are struggling with your mental health, MIND (0300 123 3393) may be able to help you. These organisations are not associated with Billing Finance but may be able to provide you with some support and assistance.

You can obtain a settlement directly by logging on to your customer portal here, this will be instant or you can call or email or write to us.

Just call us and ask for a settlement figure. This is the figure the garage will need to pay Billing Finance to close your account.


Before taking your new vehicle, you should ask for proof that the garage has settled your account with us. Subject to a credit check, Billing Finance would like to give you a quote for your new vehicle. Please speak to our new business department for further details.

If you would like to pay a small amount extra each month, you may not be entitled to a reduction in interest, but you could repay your agreement sooner.

If you want to pay a lump sum, also called a partial settlement, you can do this by contacting us. Making a lump sum payment will reduce your monthly instalments and the interest you pay; it will not reduce the term of the overall agreement.

Yes. We need to be able to contact you. It is also helpful for us to know if your personal circumstances change.

Yes, we offer any date between 1st and 28th of the month. Please contact us if you would like to do this.


Please note that there may be a charge to change your payment date in certain circumstances.

Yes. You must keep the vehicle insured with fully comprehensive insurance.

Yes, however we do need to have at least 14 days’ notice for any changes to take effect.

We prefer all our customers to pay by Direct Debit to ensure payments are made on time. However, if you would like to change your payment method, please contact us to discuss how we can help you.

Your agreement is not cancellable.


You are, however, entitled to withdraw from your finance agreement, provided you give us notice of your intention to do so within 14 days of receiving your Welcome Pack.


If you choose to withdraw from your agreement, you will need to pay us the amount of finance provided (the cash price of the car minus the deposit) plus all accrued interest at the rate agreed in your contract. This sum must be paid within 30 days of you giving us notice that you wish to withdraw.

Please click here for further information.

Yes. It is also important you tell your insurers that the vehicle is subject to finance.

No, the vehicle is the legal property of Billing Finance until the account is settled in full. Until such time, you shouldn’t, swap, or pass it over to a family member. There is an HPI (Hire Purchase Indicator) marker registered against the vehicle and it will only be removed once you have paid the final instalment and option to purchase fee, or the settlement figure.

No, we do not offer modifying agreements, or balance transfers. We cannot offer finance to pay an outstanding balance on a previous finance agreement (known as ‘negative equity’). If you would like another provider to pay off your agreement with us in full, please contact us for a settlement figure.

Yes, we submit your payment history to credit reference agencies and having poor credit may make it difficult or expensive for you to obtain further credit. Your credit file will reflect how you manage your account with us; if your payments are late, this may be reflected on your credit file.

We update Credit Reference Agencies monthly.

Yes. If you fall behind with your payments the vehicle is at risk of being repossessed.

If there are problems with the vehicle, or if you are not happy with the service you have received from a supplying dealer, broker or us please contact us as soon as possible and we will try and get the issue resolved. Our full complaints procedure is available here.


Please contact us if you have a complaint about the service you have received from us. We will do our best to resolve any issues and to improve the way we work.

You have the right to refer any unresolved complaint to the Financial Ombudsman Service. Our full complaints procedure is available here.

No. The hire purchase agreement is a legally binding contract, and we are unable to remove someone who has signed the agreement.

Similarly, we cannot add anybody to the agreement. If there are two people on the agreement, you are both responsible for the balance.

If you have made an overpayment towards your agreement and want the amount you have overpaid by to be refunded, please contact us and we can arrange for this to be refunded to the card that you made the payment from.


If you made a payment and subsequently realised that making the payment was unaffordable and this has left you in financial difficulties, please get in touch with us so that we can understand your circumstances and arrange a refund.


We will not refund payments which form all or part of your normal monthly payments or any outstanding amounts owed to us in any circumstances other than those detailed above. Please note, this policy does not affect your statutory rights.

Registration for the online customer portal is only available for Customer One on the Agreement. If you are Customer One, you can register on the online portal using this link  all you need is the email address associated with the account, your agreement number, date of birth and post code.

We can provide you with a VAT invoice by post or to an email address you give us. Please call us on 01604 402204, and ask for the Finance Department or email us.



As part of our continuing focus to be more environmentally friendly, wherever possible we will send all documents and letters through to your email.

No. The commission we pay to your broker/dealer for introducing you to us is not added to the amount you have to repay. Also, all our interest rates are set by us, and the broker/dealer cannot vary these to increase their commission. We have always worked in this way, so this will be the case even if you had an agreement with us in the past which is now settled.


If you’d like to know more about the commission paid to your broker, please contact us.

Free Debt Advice

Our Expert Advisors help thousands every day with various types of debt problems.

We provide free, no obligation and confidential advice for anyone struggling to restructure their current finances.

Find out more

Free Debt Advice

As one of the UK’s leading free debt advice providers, we offer trusted, expert help & advice to anyone struggling with multiple debts, Since 1992, we’ve helped over 1 million people take control of their finances.

Find out more

Free Debt Advice

National Debtline is a charity. We give free and independent debt advice over the phone and online. We will never cold call you and will not pass your personal information to other companies. Read more about avoiding fake debt advice.

Find out more

Mental Health Support

We’re here day or night for anyone who’s struggling to cope, who needs someone to listen without judgement or pressure.

We give people ways to cope and the skills to be there for others. We encourage, promote and celebrate those moments of connection between people that can save lives.

Find out more

Mental Health Support

Every year, one in four of us will experience a mental health problem. But hundreds of thousands of people are still struggling.

We believe no one should have to face a mental health problem alone. We’ll listen, give you support and advice, and fight your corner.

Find out more


We are staffed by trained bereavement volunteers, who offer emotional support to anyone affected by bereavement. We’ll give you space to talk about your bereavement and how you’ve been coping.

Our volunteers are completely non-judgemental and won’t share what you’ve told them with anyone else, except in certain circumstances.

Find out more

Cancer Support

If you or someone you care about has been diagnosed with caner, we’re here to help.

Find out how we support you and get information about different cancer types.

Find out more

Housing Charity

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services.

Our advice and support services across the UK give people one-to-one, personalised help with all of their housing issues.

Find out more

Single parent Families

We want a society in which single parent families are treated equally and fairly. To get there, we provide information to help single parent families support themselves and their family.

We campaign and influence policy to reduce stigma against single parents and make services more accessible to all families.

Find out more

Entitled to

Find out how much you may be entitled to claim, free benefits calculator

Find out more

Gambling Addiction

GamCare is the leading provider of information, advice and support for anyone affected by gambling harms.

We create awareness about safer gambling and treatment and encourage an effective approach to safer gambling within the gambling industry.

Find out more

Direct Debit Mandate

You can complete a Direct Debt mandate if you need to change your bank details that your direct debit comes out from. You will also need to complete a Direct Debit Mandate where you want your payments to come out from either a joint account or an account that is not in your sole name. As the document needs to be hand signed by the account holders you will need to download a copy of this form, it cannot be completed electronically.

Please remember that it can take up to 14 days to set up a new Direct Debit or to action any change.


Charges document


Income & Expenditure


Can’t find the answer
you’re looking for?