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Help and support

We're here to help. Here are the answers to our most commonly asked questions. If you can’t find what you’re looking for, you can either call or email our dedicated team.

Is your query relating to car insurance?

If your query is relating to a finance agreement for car insurance, please contact Close Brothers Premium Finance. 

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

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

Trouble logging in?

If you would like to change your payment date, you can do this quickly and easily in your Close Online account. 

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Trouble logging in?

If you have missed a payment or want to make a payment for fees and charges, you can log in to your online account to do this.

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

Trouble logging in?

 

The easiest way to find out how much you have left to pay is by logging in to your Close Online account.

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If you find yourself in a position where you are unable to re-pay your agreement, it is important that you contact us as soon as possible so we can work with you to arrive at a solution. 

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Should your financial position change in a way that will affect your ability to make your monthly repayments, it is important that you contact us immediately. 

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If we are made aware of your circumstances as soon as possible it is likely that we’ll be able to help you find a solution to the problem. Visit our information page for a list of websites offering impartial advice for consumers on a variety of issues including debt problems and motor finance.

If you have noticed some of your contact details are incorrect, you can update these in your Close Online account.

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Trouble logging in?

If you would like to change your bank details, please contact us on 0333 321 6060.

You do not own the vehicle until the end of your agreement which means you cannot sell the vehicle during your this time without our prior approval. If you want to sell the vehicle you must first settle your agreement in its entirety to become the legal owner. For a settlement quote, log in to your Close Online account.

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Trouble logging in?

If you need to speak to us, please contact our dedicated UK customer service team on 0333 321 6060.

We are open  Monday – Friday, 9am – 5pm.

We use our supporting dealer network across the UK and Ireland to provide vehicle finance to customers. Once you have found the vehicle you would like to buy, your dealer will be able to put together an application on your behalf to send to Close Brothers Motor Finance. We are often able to arrange your finance while you wait.

Visit our Finance Solutions page to view our range of products. 

We do not specify a deposit as a fixed percentage of the total loan. Instead we treat each customer differently according to what they can afford. Your dealer will be able to advise you on this and propose a finance deal to suit your circumstances.

Visit our Finance Solutions page to view our range of products. 

Every finance application we receive is reviewed by an experienced underwriter rather than relying on a credit score, allowing a more flexible approach. However, if you have a poor credit rating it’s unlikely that we’ll be able to help you finance your vehicle. We’d always advise discussing your circumstances with your dealer who can suggest the best options for you.

Your fixed monthly payments will be agreed between yourself and Close Brothers Motor Finance (via your dealer) at a rate you are happy with. Monthly payments vary depending on how much you want to borrow, the size of your deposit and the loan period (usually between 12 – 60 months).

Visit our Finance Solutions page to view our range of products.

Interest rates change every so often and your Close Brothers Motor Finance dealer will be able to provide you with the most competitive rate according to your circumstances at the time you arrange the finance for your vehicle. Your interest rate will then be fixed for the duration of your finance agreement so you’ll know exactly how much you’ll pay each month.

The easiest way for you to raise a complaint is by phone because we will try and resolve your complaint whilst you are on the call. To do this please call our customer service team on 0333 321 6060.

If you would like to raise a written complaint you can email us on complaintsmf@closebrothers.com

If you would like to write to us, our postal address is:
Complaints Department
Spinner Point 
Lakeside Boulevard
Doncaster
DN4 5PL

If you need to make a complaint, you will be assigned a specialist case handler who will investigate and handle your case until they have a resolution. They will provide you with their direct telephone number and they will advise you of the necessary information and process. We have 56 days to resolve your complaint and if we cannot provide you with a resolution that is to your satisfaction within 56 days, we will advise you on how you can escalate your case to the Financial Ombudsman.

Once a complaint has been raised with us, you will be assigned a case handler and they will provide you with their direct telephone number. In the first instance you should contact your case handler with any queries. If you have not yet been assigned a case handler, you can contact our customer service team on 0333 321 6060 and they will answer any queries in the meantime. 

Struggling to make a payment?

We understand that from time to time you may face financial difficulties which could affect your ability to re-pay your finance agreement. If you find yourself in this situation, our team are on hand to help you.

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Login to request a settlement quote, make payments, update your details and more.

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Need to speak to someone?

If you can't find an answer to your query in our FAQs above or you would like to speak to someone.

Call us on

0333 321 6060

Lines are open

9am - 5pm, Monday to Friday

Or email us at: customer.enquiries@closebrothers.com