Skip to main content

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 continuing to monitor 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 the impact COVID-19 is having on their ability to pay their motor finance agreement, we're continuing to see much higher call volumes than normal on our COVID-19 phone lines. Our average call waiting time is currently 15 minutes, but during peak hours, you may need to wait as long as an hour to speak to us. We apologise for the inconvenience, please do bear with us.

If you’ve already spoken to us about pausing your payments, you do not need to contact us again, we will contact you before your payment pause ends. 

To help reduce call volumes, we’re prioritising customers in the greatest need.

If your next payment is overdue, or due within 14 days, you're concerned how you're going to pay, and you haven't arranged a payment pause:
Please contact us on 0333 321 6060. Unfortunately, you may need to wait more than 60 minutes to speak to us. 

If your next monthly payment is two weeks away or more, you’re concerned how you’re going to pay, and you haven’t already arranged a payment pause:
Please email us at: [email protected]. Please provide us with

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

We will respond to your email within five working days. There is no need for you to contact us more than once. 

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

On the 3 April the FCA published an article about support for consumers with personal loans, credit cards and overdrafts. You can read this article here.

On the 17 April, the FCA published proposals to help motor finance customers.  You can read about this here.

We are working through these proposals, but have already made, and are continuing to, support our customers at this time.

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].

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].

Based on a customer’s individual circumstances, we might be able to offer a payment pause of up to 90 days. Once your payment pause ends, we will agree with you a suitable repayment plan for the value of those suspended payments. To arrange a payment pause:

If your next payment is due within 14 days
Please contact us on 0333 321 6060 and we can discuss the options available to you  

If your next payment is due in more than 14 days
Please email us at: [email protected] providing us with:

  • Your agreement number or vehicle registration
  • Your telephone number

If you have already spoken to us about a “payment pause” you don’t need to call us back. We’ll contact you and will work with you to agree what happens next based on when your original payment pause was agreed and your individual financial circumstances at the end of the pause. This could include a further payment pause (allowing up to 90 days in total), a repayment plan for the suspended payments or another arrangement.

At the end of your payment pause we’ll contact you by email, if we hold an email address for you, or by phone, to discuss the options available to you, which will include:

  1. Spread the amount due from your payment pause equally over three months and restart your regular monthly payments at the same time.
  2. Spread the amount due from your payment pause equally over six months and restart your regular monthly payments at the same time.
  3. Return to your regular monthly payments and discuss the amount due from your payment pause in 3 months’ time.

When you’re coming to the end of your payment pause, look out for an email from Close Brothers Motor Finance with more information and the next steps you need to take. 

Your payment pause arrangement is forbearance for your current situation due to the circumstances of Coronavirus and we’re not waiving any rights we may have under the agreement. 

Under the Consumer Credit Act, we’re still required to send you some statutory notices as your account will technically show in arrears and could accrue fees and charges during this period. Please ignore these statutory notices during your payment pause. Whilst your arrangement remains in place, any fees and charges accrued during this period will be removed. Your credit file won’t be negatively impacted as a result.

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.

Whilst your arrangement remains in place, any fees and charges accrued during this period will be removed and your credit file won’t be negatively impacted.

To speak to any of the credit reference agencies, they can be contacted using the following details:
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 you have already spoken to us about a “payment pause” you don’t need to call us back.  We’ll contact you to towards the end of your payment pause.

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.

Due to the volume of calls we're receiving, wait times are much longer than usual. Rather than calling to make a payment, you can pay your agreement via online or telephone banking. To do this, please use the following details:

  • Payment reference: Agreement number or vehicle registration 
  • Sort Code: 16 04 00 
  • Account Number: 10006335

If you'd still like to pay over the phone, we apologise for the extra time you'll have to wait to get through to us. 
 

If we have already agreed a “payment pause” with you, under the Consumer Credit Act we’re still required to send you some statutory notices as your account will technically show in arrears and could accrue fees and charges during this period. Please ignore these statutory notices during your agreed “payment pause”.

Whilst your arrangement remains in place, any fees and charges accrued during this period will be removed and your credit file won’t be negatively impacted as a result.

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. 

 

 

Please speak to the dealership to discuss. They should be able to advise the most appropriate action.

 

 

Firstly, please contact the dealership to discuss your individual circumstances. Once you have spoken to them, if you need to discuss your motor finance agreement, please call us on 0333 321 6060

We will work with you and your dealership to get your vehicle to you as quickly as possible. 

 

 

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
Placeholder
Placeholder

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