Vehicle finance commission complaints
The Financial Conduct Authority has published their consultation paper on the proposed motor finance compensation scheme. You can find the latest information on our website here:
Latest informationSupporting our customers through financial difficulty
We do all we can to support our customers through financial difficulty.
We understand that most UK households are affected by the rising cost of energy, food and bills. That’s why we want to reassure you that we are here to listen. In some cases, we can offer support if you’re facing financial difficulties.
The support we offer will depend on your personal circumstances and how long you’re likely to need help.
Options could include (but are not limited to):
• Extending your payment due date. For example, giving you slightly longer to catch up with any missed payments
• Reducing your payments for an agreed period
• Changing the date your monthly payment is due
• Referring you to debt support agencies
• Or a combination of the above
We’ll talk through options once we understand your circumstances.
Talking to us is the best way to start your journey of support. Call our specialist team on 0333 321 6060 (and select Option Two) between 9am and 5pm, Monday to Friday.
You can also let us know you need support by emailing us on: Customer.Enquiries@closebrothers.com. Please remember to include your telephone number and your agreement number. We’ll then call you back as soon as we can.
Be aware that missing payments could affect your credit rating. This could make it more difficult to get credit in the future.
Getting payment support
If you need help with your payments, we'll support you to find a solution which suits your needs.
I’m not working, and I think this will affect my ability to pay. What should I do?
Call us on 0333 321 6060 and select Option Two. Our specialist team will talk to you about your options and what we can do for your situation.
I’m going to miss my next payment. What should I do?
Call us on 0333 321 6060 and select Option Two. We’ll talk to you about your options and your personal circumstances.
The sooner you contact us the better. This'll help us find the right support for you.
How can I tell you about my communication support needs?
We recognise that some of our customers will have different needs that may affect how we communicate with them.
If you need additional support, or adjustments to be made to how we communicate with you, you can:
Call us on 0333 321 6060
Email us at: Customer.Enquiries@closebrothers.com
I’m in financial difficulty and my vehicle finance is due to end soon. What should I do?
If you've agreed a payment plan with us, we'll write to you 10 days before your vehicle finance ends to explain your options.
If you're not in a payment plan, and you’re worried about making your repayments, contact us on 0333 321 6060 and select Option Two.
What options might be available to me?
If you're unable to make repayments, contact us to find out what options we can offer you.
The options available will be different depending on your situation and how long you’re likely to need help.
Options include (but are not limited to):
• Extending your payment due date, for example, giving you slightly longer to catch up with any missed payments
• Reducing your payments for an agreed period
• Changing the date your monthly payment is due
• A combination of the above
You may have other rights under the terms of your agreement with us. We can talk to you about this once we understand your situation.
How will missed payments affect my credit score?
If we agree a payment plan with you, this will be recorded on your credit file for the time period of your plan.
However, if you took a payment pause caused by COVID-19, before 31 March 2021, and we agreed a payment plan as a result of temporary difficulties, your credit file won't be negatively impacted. Any fees and charges from this period will be removed.
Your credit file will be held by credit reference agencies who store information to help lenders assess applications for things such as mortgages, loans and vehicle finance. You can speak to any credit reference agencies on:
equifax.co.uk or 0800 014 2955
experian.co.uk or 0800 013 8888
transunion.com or 0330 024 7574
What are my options to pay my vehicle finance?
There are three main ways to make payments:
• Direct Debit – you give us permission to take automatic payments on or around a set date from your bank account.
• Standing order – you set up regular payments to us from your bank account.
• Debit card – this might suit you better if you need more flexibility. You can make your payment over the phone, through the IVR or online at or online at https://www.closemotorfinance.co.uk/customers/help-centre/faqs/online-account
Call us to discuss your options on 0333 321 6062, Monday to Friday, between 8am and 8pm, or Saturday between 9am and 1.30pm.
As of 24 June 2025, we stopped accepting credit card payments. However, for agreements that started before 24 June 2025 you may be able to use a credit card to make your balloon payment.
Need help to manage your finances?
If you’re falling behind with your payments, or likely to be, try speaking to a trained and experienced debt advisor. They can help you find a solution that’s right for you. If you access debt advice services as early as possible, you’re more likely to get a better outcome.
Confidential money guidance and debt advisory services can:
• Give you advice on better ways to manage your money
• Check to see if there are any benefits or entitlements you could claim
• Tell you about the ways of dealing with debts that are open to you
• Get you out of debt faster
The benefits of obtaining debt advice
Confidential money guidance and debt advisory services can:
- Give you advice on better ways to manage your money
- Check to see if there are any benefits or entitlements you might be able to claim
- Tell you about the ways of dealing with debts that are open to you
- Get you out of debt faster
Where to find help
There are lots of resources available to help you manage your finances. This could be around budgeting and debt advice to debt solutions. Online services give you access to get immediate, personalised help. Some services are available 24 hours a day. Telephone services allow you to speak to an expert advisor. They're usually available on weekdays, evenings and Saturdays.
The MoneyHelper debt advice tool (link below) has lots of resources to help you find the support you need. Whether that's online, over the telephone or face to face. We’ve also included the details of a few free, independent organisations that can help.
Free and independent advice
You can get free independent help and advice from several sources, including:
- Go to Money Helper
Money Helper
Here to put you in control, with free, impartial help for money and pensions. It's quick to find, easy to use and backed by government.
- Go to StepChange
Step Change
Use their free and flexible online advice service with expert debt advisors on-hand to help you explore your options to pay, manage or write off debt.
- Go to Pay Plan
Pay Plan
Their supportive, non-judgemental advisers help thousands of people, businesses and companies beat their debts. They treat all of their calls with the strictest confidence.
Need help with a business debt?
- Go to Business Debtline
Business Debtline
A charity run by the Money Advice Trust offering a free debt advice service. This is for the self-employed and small businesses in England, Wales and Scotland.
- Go to Advice NI
Advice NI
Their Business Debt Service can provide tailored debt and budgeting advice. This is for sole traders, partnerships and limited companies in Northern Ireland.