Support & FAQs

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.