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Coronavirus - Customer Support

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

At Close Brothers Motor Finance, we've been doing everything that we can to support our customers through this difficult time, including introducing Payment Pauses for customers that are facing temporary payment difficulties as a result of the pandemic. 

To continue helping our customers, we’ve compiled the information below, as well as a series of frequently asked questions. As the situation continues to evolve, we’ll keep this information up-to-date, with the latest ways we’re helping customers through this difficult time. 

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

I’ve missed a payment, what should I do?
We recognise that these are difficult times for everyone, so don't worry. It’s important that you give us a call on 0333 321 6060 (select option one) to discuss the options available to you.

The sooner you contact us, the better placed we’ll be to find the right support for you. 

I’m going to miss my next payment, what should I do?
Please don’t worry, we understand that this is a difficult time for everyone. Simply give us a call on 0333 321 6060 (select option one) to find out what options are available to you. 

The sooner you contact us, the better placed we’ll be to find the right support for you. 

What options might be available to me?
This really depends on your circumstances, but for customers who are facing temporary payment difficulties due to the pandemic, you are able to request a Payment Pause of up to three months, at any time up until 31 October 2020. Once the Payment Pause period agreed ends, we’ll contact you to resume your payments and agree how you’ll repay the value of the months paused.   

To arrange a Payment Pause, please call us on 0333 321 6060 (select option one) and have your agreement number or vehicle registration to hand.    

If you are unsure whether a Payment Pause is right for you, the Navigator Tool, provided by the Money Advice Service, may be useful to you and can be accessed here.

How does a Payment Pause work?
A  Payment Pause does not extend the length of your credit agreement - the term remains the same. For example, if three monthly payments have been suspended, you won’t get an extra three months to repay them at the end your agreement.
 
Once your Payment Pause has ended, you’ll need to repay the value of suspended payments within the remaining term of your credit agreement. This could be paid on top of your normal monthly payment, which means your payments will increase. Or, if you’re able to, you could simply pay it all at once in a lump sum.

When agreeing a repayment plan, if you chose to spread the value of suspended payments over a period of months we may need to ask for information about your current income and expenditure. This is to help make sure you can afford the increased monthly payment.

I’d like to set up a Payment Pause, how do I do this?
To discuss a Payment Pause with us, please call us on 0333 321 6060 (select option one) and have your agreement number or vehicle registration to hand.   

During the conversation we’ll review your individual circumstances and agree on the most appropriate way forward. 

I’m coming to the end of my Payment Pause, what options are available to me?
Towards the end of your Payment Pause, we’ll contact you to discuss the options that are available to you.  

If we hold a valid email address for you, we’ll contact you at least 10 days before your Payment Pause is due to end. The email will invite you to complete an online form, where you’ll be presented with three options to repay the amount deferred during your Payment Pause:

  • Option One - Spread the amount due from your Payment Pause equally over three months and restart your regular monthly payments at the same time
  • Option Two - Spread the amount due from your Payment Pause equally over 6 months and restart your regular monthly payments at the same time
  • Option Three - Return to your regular monthly payments and discuss the amount due from your Payment Pause in three months' time.

To complete the online form, you’ll need to have a few details to hand, these are:

  • Your agreement number
  • Your vehicle registration number
  • Your normal Direct Debit amount
  • The number of monthly payments you paused
  • The date your next monthly payment is due

Based on your individual circumstances, if the options above are not suitable, select the forth option and someone will give you a call to discuss the best way forward. It may be that there are other options that may be available to you.

If we don’t hold an email address for you, don’t worry, a member of our team will call you to discuss the options available. 

If you chose to spread the value of suspended payments over a period of months we may need to ask for information about your current income and expenditure. This is to help make sure you can afford the increased monthly payment.

I need to speak to you, how long will I have to wait?
Unfortunately, due to the number of customers we’re currently helping,  we're continuing to see much higher call volumes than normal on our dedicated COVID-19 phone lines. 

If you need to speak to us about setting up a Payment Pause, or an existing Payment Pause, call us on 0333 321 6060 (select option one). Our average call waiting time is currently 15 minutes, but during peak hours, you may need to wait longer to speak to us. We apologise for the inconvenience, please do bear with us.

If you need to speak to us more generally about your motor finance agreement, and not related to a Payment Pause or the impact COVID-19 is having upon your ability to pay, call us on 0333 321 6060 (select option two if you’re calling for a settlement quote, option three if you’re calling to make an overdue payment, or to settle your agreement, or option four for anything else). Our average call waiting time for these services is currently 15 minutes, please select the option carefully so that we can avoid having to transfer your call. 

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

Frequently Asked Questions

Below we’ve included a series of frequently asked questions that we hope will help you during this difficult time and we’ll continue to update these regularly as the situation continues to evolve. 

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

Prior to the FCA’s proposals, we’d already put in place our Payment Pause option, and this is still available to customers temporarily impacted by COVID-19. 

On the 15 July, the FCA made a further announcement for customers who are still facing temporary payment difficulties because of the pandemic. The FCA recommends that customers who can afford to return to making regular repayments, or part payments, should do so, but for those customers who require further help, or require help for the first time, they can do so by contacting their lender before 31 October 2020. You can read about it here.   

If you’re struggling financially, and you haven’t set up a Payment Pause, please call us on 0333 321 6060 (select option one) to discuss your options. 

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

If you’re struggling financially please call us on 0333 321 6060 (select option one) to discuss your agreement.

Please call us on 0333 321 6060 (select option one) to discuss your individual circumstances and the options available to you.

Your Payment Pause arrangement is forbearance for your current situation due to the circumstances of COVID-19 and we’re not waiving any rights we may have under the agreement. 

Under the Consumer Credit Act, you will receive some statutory notices through the post as your account will technically show in arrears and could accrue fees and charges during this period. These notices will have titles such as ‘Default Notice’, ‘Notice of Sums in Arrears’ and ‘Notice of Default Sums’ – please ignore these if you have received them during your payment pause, there is no need for you to do anything.  

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.

Once your Payment Pause has ended, you’ll need to repay the value of suspended payments within the remaining term of your credit agreement. This could be paid on top of your normal monthly payment, which means your payments will increase. Or, if you’re able to, you could simply pay it all at once in a lump sum.

A Payment Pause does not extend the length of your credit agreement - the term remains the same. For example, if three monthly payments have been suspended, you won’t get an extra three months to repay them at the end your agreement.
 

Please contact us on 0333 321 6060 (select option one) to discuss your individual circumstances.

As soon as we have agreed a Payment Pause with you, and 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.

If you have reason to believe your credit file has been negatively impacted, please contact us on 0333 321 6060 (select option 4).

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.

There are numerous free and impartial debt advice bodies that are available to you. Details can be found here

The Financial Conduct Authority has also provided information for customers ‘Dealing with financial difficulties during the coronavirus pandemic’.

Additionally, the Money Advice Service has a new tool to help consumers navigate their finances in the wake of COVID-19 and manage the risk of finances worsening in the future. This free tool is designed to help you through situations such as redundancy and job loss, lowered income and temporary income drops. You can access the tool here.
 

 

 

Yes, you’ll still be able to hand back your vehicle. Just give us a call on 0333 321 6060 (select option 4) to make arrangements or alternatively please email us at [email protected]  with your name, contact telephone number, agreement number and/or vehicle registration and the reason for your contact and we’ll get back to you.

 

 

Yes, of course. You can request a payment pause without this affecting any of the terms of our agreement with you, meaning the Guaranteed Minimum Future Value (GMFV) of the vehicle and the end date of your agreement will remain the same.

Towards the end of any agreed payment pause we will contact you to discuss resuming your monthly payments and how you are able to repay the value of the paused payments.

If you are struggling to meet your monthly payments or are concerned about payment of the final larger balloon amount, please call us on 0333 321 6060 and choose option 3. 

Alternatively, if you’re not sure whether pausing payments is right for you, the Money Advice Service has a useful tool to help navigate finance during COVID-19. You can access the tool here.

 

 

Yes, you can still voluntarily terminate your agreement. Please either email us at [email protected] with your name, contact telephone number, agreement number and/or vehicle registration and the reason for your email, of call us on 01302 344 077 (select option one) and we will arrange collection of your vehicle.

 

 

In the first instance try calling the dealership to discuss this with them. They should be able to advise the most appropriate action.

 

Firstly, please contact the dealership to make alternative arrangements for collection. If following this you are still concerned and your finance agreement with us has commenced, then we would like to hear about this.   We will work with you and your dealership to get your vehicle to you as quickly as possible. Please call us on 0333 321 6060 (select option 4).

 

 

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. We apologise for the inconvenience this may be causing you – rest assured our team are working hard to answer your call.

Due to the volume of emails that we are currently receiving, it’s taking us longer than usual to respond. We are currently prioritising customer emails based upon when their next payment is due. 

Please rest assured we will contact you as soon as we can, there’s no need for you to get back in touch. We apologise for any inconvenience this may cause.
 

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 make a payment to 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.
 

Under the Consumer Credit Act, you will receive some statutory notices through the post as your account will technically show in arrears and could accrue fees and charges during this period. These notices will have titles such as ‘Default Notice’, ‘Notice of Sums in Arrears’ and ‘Notice of Default Sums’ – if you've agreed a Payment Pause with us then please ignore these during your Payment Pause, there is no need for you to do anything. 

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.

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