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Money Worries

We’re here to help

If you’re struggling with payments or may do so in the future, getting help early can stop things getting worse.

We have options to help you get back on track. For example, we may be able to offer a temporary arrangement or time to seek independent help.

If appropriate, we can discuss your options for returning the vehicle. Please also see ‘Motor Finance Vehicle Options’.

 

Next steps

Our trained advisers can discuss your circumstances with you.

We will ask for information about your income and outgoings, to ensure any arrangement we agree is affordable and sustainable.

You can provide us with these details online at the Moneyway portal on IE Hub, a secure online platform that's completely free and easy to use. 

You will be asked to log in or create an account. Please remember to add your agreement number.

Once your information has been submitted, we aim to contact you within 48 hours.

Your personal information will be handled confidentially and sympathetically.

IE Hub also has a free Benefits Checker; you can discover unclaimed benefits and potential bill reductions.

 

Talk to Us - The earlier you contact us, the sooner we can help

Please get in touch with us on 03303 033 483, to discuss the options available to you.

Our team is available Monday to Friday, 8 am - 6 pm and Saturday, 9 am - 1 pm.

If you need additional support due to personal circumstances, please also see Support for Individual Circumstances.

customer support team

 

Free money guidance is available

If you struggle to manage your debt, there is help available. Several independent organisations offer free, impartial advice on dealing with debt.

Speaking to a trained and experienced debt advisor can help you see what the best decision for you might be.

The benefits that a debt advisor can offer include:

  • Giving you advice on better ways of managing your money
  • Checking to see if there are any benefits or entitlements you may be able to claim
  • Telling you about the ways of dealing with debts that are open to you
  • They will keep everything you tell them confidential

A number of organisations can also deal with your creditors directly on your behalf

For more information, and to access MoneyHelper's Debt Advice Locator Tool, visit their website: www.moneyhelper.org.uk/debt-advice-locator.

You can also call MoneyHelper on 0800 138 7777 or WhatsApp message +44 7701 342744. Other organisations that can help are:

StepChange Debt Charity on 0800 138 1111 or visit www.stepchange.org.

With 30 years of experience, StepChange helps thousands of people become debt free every year. Their team of experts offer free, flexible debt advice to anyone who needs it. This includes:

  • Free impartial debt advice.
  • Information of benefit entitlement.
  • Manage multiple debts for you.
  • Help find the best solution to becoming debt free.
  • Work through a financial statement with you.
  • Set up a token payment plan.

You can contact them using any of the following methods:

  • Call their free helpline: 0800 138 1111
  • Monday - Friday, 8am - 8pm
  • Saturday, 8am - 4pm
  • Sunday & Bank Holidays, Closed

Citizens Advice Bureau on 0800 144 8848 (England), 0800 702 2020 (Wales), or 0800 028 1456 (Scotland), or visit www.citizensadvice.org.uk.

For 85 years, the Citizens Advice Bureau has been working on issues that affect the whole of society, giving advice to millions of people with their independent and impartial advice. The Citizens Advice Bureau can help with:

  • The cost of living crisis. 
  • Help with debt.
  • Debt solutions.
  • Banking.
  • Budgeting.
  • Mortgage problems.

You can contact them using any of the following methods:

PayPlan on 0800 316 1833 or visit www.payplan.com. 

PayPlan has been offering free, simple debt advice to anyone who needs it since 1992. Every year, they help over 100,000 people with their finances, providing debt solutions through their debt advisors. PayPlan offer help with:

  • Debt solutions.
  • Bankruptcy.
  • Debt management plans.
  • What breathing space is.
  • How a Individual Voluntary Arrangement works.
  • Self-Employed debt help

You can contact them using any of the following methods:

  • You can call their helpline on 0800 316 1833
  • Monday - Friday, 8am - 8pm
  • Saturday, 9am - 3pm

National Debt Line on 0808 808 4000 or visit www.nationaldebtline.org. 

Since 1987, the National Debtline has been providing free, impartial debt advice through its debt advisors to people in England, Wales, and Scotland. This includes:

  • Debt solutions.
  • How to deal with bailiffs.
  • How to deal with creditors.
  • Credit score problems.
  • The cost of living crisis.
  • Court action.

You can contact them using any of the following methods:

  • Call their helpline on 0808 808 4000
  • Monday - Friday, 9am, - 8pm
  • Saturday, 9:30am - 1pm
  • Sunday, Closed

FAQ:

If you are able to make this payment, please do so as soon as possible.

If you are struggling to make this payment, please contact us on 03303 033 483 as soon as you can to discuss your circumstances and we can understand how we can help you.

If you have received a letter from us about missed payments, please do not ignore it. Please contact us on 03303 033 483 as soon as possible to discuss your options.

The earlier you contact us the sooner we can help you.

The arrears status of your account is reported monthly to the credit reporting agencies. If you are behind or late with payments, this can mean it will cost you more or be harder for you to obtain credit in future.

Please contact us on 03303 033 483 at the earliest opportunity to discuss how we can support you.

If you have received a Default Notice. It’s important that you don’t ignore it. Please contact us on 03303 033 483 as soon as possible to discuss your options.

You should read the Default Notice carefully. It explains the reason for the notice and the steps you need to take. Please also read the FCA Information Sheet provided with the notice.

Receiving a Default Notice in the post does not impact your credit file. Any missed payments that have resulted in the Default Notice will already have been reported to the credit reference agencies.

However, if you do not comply with the Default Notice within the stated timeframe, your Agreement will be terminated, and a Default may be recorded on your credit file. A Default will remain on your credit file for 6 years from the date it is registered. This may further impact your ability to obtain credit in the future.

The government debt respite scheme, also known as Breathing Space, could give you time to find a long-term solution for dealing with your debts.

If you are interested in this scheme you will need to apply through a registered debt adviser. See ‘Free money guidance is available’ above, or visit the MoneyHelper website for further information.

Please speak to one of our advisers on 03303 033 483 to discuss allowing you time to seek independent support.

You have the right to end your Agreement early and return the car to us. This is known as Voluntary Termination.

You must pay or have paid at least half of the total amount payable under your Agreement.

You will also need to pay for any damages to the vehicle outside of reasonable wear and tear.

If you have not already paid half of the total amount payable, or there are arrears due, you will remain liable for this amount after you return the vehicle to us.

If you have already paid half of the total amount payable, any arrears will still be due.

You will also be liable for any additional charges.

This option is not available if the agreement has already been terminated.

 

Refer to our Motor Finance Vehicle Options for a table that compares the options in more detail.

You can also contact our Collections Department on 03303 033 483.

Voluntary Surrender means you agree to hand the vehicle back to us.

We will arrange to collect and sell the vehicle at auction.

The net proceeds of the sale will be deducted from your outstanding balance, along with any interest rebate due.

This option is available if the agreement has already been terminated.

You will be liable for the outstanding balance and any additional charges.

 

Refer to our Motor Finance Vehicle Options for a table that compares the options in more detail.

You can also contact our Collections Department on 03303 033 483.