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 V12 Vehicle Finance 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.

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

Please get in touch with us on 0330 303 0567, to discuss the options available to you.

Our team is available Monday to Friday8 am - 6 pm and Saturday9 am - 1 pm.

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

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Free money guidance is available

Several independent organisations offer free, impartial advice on dealing with debts.

MoneyHelper

StepChange Debt Charity

National Debt Line

Citizens Advice Bureau

 

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 0330 303 0567 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 0330 303 0567 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 0330 303 0567 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 0330 303 0567 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 0330 303 0567 to discuss allowing you time to seek independent support.

Voluntary Termination

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 0330 303 0567.

 

Voluntary Surrender

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 0330 303 0567.