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Coronavirus - Customer Support

The world is facing unprecedented impacts from the 2019 Coronavirus (COVID-19). The information below explains how we're helping our customers through this difficult time.

At Close Brothers Motor Finance we're closely monitoring developments around the spread of Coronavirus (COVID-19), and we've been making the necessary changes to our business to ensure we're able to support you through this difficult time.

Unfortunately, due to the number of customers that wish to speak to us about their motor finance agreement, we're seeing much higher numbers of calls and far longer wait times than usual. In addition, we are also experiencing intermittent technical difficulties with our telephone system, meaning some calls are being disconnected. 

If your next payment is overdue or due within 14 days
If you have concerns around how you will pay your motor finance agreement, and the next payment is due within 14 days, please contact us on 0333 321 6060

If your monthly payment is two weeks away or more
If you have concerns around how you will pay your motor finance agreement, and the next payment is due in more than 14 days, please email at: [email protected]. Please provide us with

•    Your agreement number, which can be found on any correspondence you have received from us 
•    Your telephone number 

We'll then contact you to discuss your options when your next payment is due within 14 days.

If your enquiry relates to insurance premium finance, please contact Close Brothers Premium Finance on 0333 321 8566 or email [email protected]m

Yes, you should continue to make payments as you would normally. 

If you’re struggling financially, and your payment is overdue or due within 14 days, please call us on 0333 321 6060 to discuss your agreement.

If your monthly payment is two weeks away or more, please email us at [email protected].

If your payment is due within 14 days, please call us on 0333 321 6060 to discuss your individual circumstances and the options available to you.

If your monthly payment is two weeks away or more, please email us at [email protected].

We don't currently offer payment holidays, but we do have several ways we can support you through this challenging time. 

If your payment is due within 14 days, please contact us on 0333 321 6060 to discuss these options. 

Please contact us as soon as possible. You can either call us on 0333 321 6060 or if it's easier, email us at [email protected] with your name, agreement number and/or vehicle registration. 

Yes, you’ll still be able to hand back your vehicle. One of our team will contact you in due course to arrange collection, once the current restrictions around movement are lifted by the Government. If you would like to discuss this with us before we contact you, please email us at [email protected] with your name, agreement number and/or vehicle registration.

Yes, you can still voluntarily terminate your agreement. Please email us at [email protected] with your name, agreement number and/or vehicle registration and we will arrange collection of your vehicle once the current restrictions around movement are lifted by the Government.   

Please contact us on 0333 321 6060 if your next payment is overdue, or due within 14 days, so we can discuss your individual circumstances. 

If your monthly payment is two weeks away or more, please email us at [email protected].

Please contact us on 0333 321 6060 to discuss your individual circumstances.

We are currently working with the industry and credit reference agencies to understand what, if any, impact there will be to your credit report as a result of the COVID-19 pandemic. 

If you would like to discuss this with them directly, they can be contacted by using the following:
www.equifax.co.uk or 0800 014 2955
www.experian.co.uk or 0800 013 8888
www.transunion.com or 0330 024 7574

We understand that you may be facing financial difficulties which could affect your ability to re-pay your finance agreement. We have useful information on our website, including free advice, which can be found here.

Unfortunately, due to the number of customers that wish to speak to us about their agreement, we’re seeing much higher numbers of calls and far longer wait times than usual. In addition, we are also experiencing intermittent telephone issues, meaning some calls are being disconnected. We apologise for the inconvenience this will be causing you and our team are working hard to answer your calls. 

If your next payment is overdue or due within 14 days
If you have concerns around how you will pay your motor finance agreement, and the next payment is due within 14 days, please contact us on 0333 321 6060

If your monthly payment is two weeks away or more
If you have concerns around how you will pay your motor finance agreement, and the next payment is due in more than 14 days, please email at: [email protected]. Please provide us with:

•    Your agreement number, which can be found on any correspondence you have received from us 
•    Your telephone number 

We'll then contact you to discuss your options when your next payment is due within 14 days.

Due to the volume of emails that we are currently receiving, it is taking us longer than usual to respond. We are currently prioritising customers based upon when their next payment is due. Please rest assured, we will contact you and there is no need to recontact us. 

We apologise for the inconvenience this will be causing and will respond to you as soon as possible.

If you want to pay off your entire finance agreement early, you can request a settlement quote through your Close Online account, if you have one. The quote will be valid for 28 days. 

Login to my account

You may also make the payment online, depending on the amount outstanding. 
If you would like to make a partial early repayment, please contact us on 0333 321 6060.

If you don’t have a Close Online account, please call us on 0333 321 6060.

Information regarding how to long into Close Online can be found in your registration letter or welcome pack. 

If you are unable to find these documents and would like to register for Close Online, please call us on 0333 321 6060. Due to the volume of calls we are receiving, wait times are currently much longer than usual. We apologise for the inconvenience this will be causing. 

 

 

If you've registered for Close Online, you can manage your agreement 24/7. 

Request a settlement quote

Update your personal details

Choose a direct debit date that suits you

Access the statement of your account

Make a settlement payment

Settle any outstanding fees or charges

Login Register
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If you've registered for Close Online, you can manage your agreement 24/7. 

Request a settlement quote

Update your personal details

Choose a direct debit date that suits you

Access the statement of your account

Make a settlement payment

Settle any outstanding fees or charges

Login Register