Vehicle finance discretionary commission complaints
The Financial Conduct Authority says some customers may have been charged too much on their vehicle finance before 2021.
Get support with commission complaintsSupporting our customers through financial difficulty
We do everything that we can to support our customers through financial difficulty.
We understand that most UK households are being impacted by the rising cost of energy, food and bills. That’s why we want to reassure our customers that we can offer support if you’re facing financial difficulties.
The support we can offer will depend on your individual 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
- Arranging a payment holiday allowing you to take a break from payments for a period
- Changing the date your monthly payment is due
- Or a combination of the above.
We’ll be happy to talk through the options once we better understand your circumstances. Call our specialist team today on 0333 321 6060 (and select Option One) between 9am and 5pm, Monday to Friday.
Talking to us is always the best way, alternatively you can let us know you need support by emailing us at: Customer.Enquiries@closebrothers.com. Please remember to include your telephone number, agreement number and we’ll call you back as soon as we can.
Please be aware that missing payments could affect your credit rating and make it more difficult to get credit in future.
Getting payment support
If you need help with your payments we will support you to find a solution which best suits your needs.
I’m not working, and I think this will affect my ability to pay, what should I do?
Please call us on 0333 321 6060 and select Option One. Someone from our specialist team will talk to you about your options and what we can tailor for your personal circumstances.
I’ve missed a repayment, what should I do?
You can bring your account up to date in three ways:
- Pay online here.
- Call our automated payment line on 0333 321 6062 and follow the prompts to pay by card.
- Speak to us by calling 0333 321 6062 and select Option Two
If you’re worried about falling further behind with your repayments, we’re here to help. Please give us a call so we can discuss your options.
If you’ve recently received a Default Notice in the post, please get in touch immediately to speak to one of our trained colleagues.
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?
Simply give us a call on 0333 321 6060 and select Option One. We’ll talk to you about your options and your personal circumstances.
The sooner you contact us, the better placed we’ll be to 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 varying needs that may affect how we communicate with them.
If you feel you need additional support, or adjustments to be made to how we communicate to you then please contact us on 0333 321 6060 and select Option One or email us at: Customer.Enquiries@closebrothers.com
I’m in financial difficulty and my agreement is due to expire soon, what should I do?
If you've already agreed a payment plan with us and it will last until the end of your agreement, we'll write to you 10 days before your agreement ends to explain your options.
If you're not in a payment plan and you’re worried about making your remaining repayments, please contact us on 0333 321 6060 and select Option One to discuss your options.
What options might be available to me?
If you're still able to make your monthly repayments, we recommend that you do. However, if you find yourself in financial difficulty and are unable to make repayments, you should contact us to find out what options we can offer you.
The options available will vary depending on your personal situation and the 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
- Arranging a payment holiday allowing you to take a break from payments for a period
- Changing the date your monthly payment is due
- Or a combination of the above.
You may have other rights under the terms of your agreement with us, which we can talk to you about once we better understand your circumstances.
How will missed repayments 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.
If you took a Payment Pause with us before 31 March 2021 and we agreed a payment plan as a result of temporary difficulties caused by COVID-19, your credit file won't be negatively impacted. Any fees and charges from this period will be removed.
You can speak to any credit reference agencies:
equifax.co.uk or 0800 014 2955
experian.co.uk or 0800 013 8888
transunion.com or 0330 024 7574
Need help to manage your finances?
If you’re falling behind with your payments, or likely to be, speaking to a trained and experienced debt advisor about your situation can help you to find a solution that’s right for you. Customers who access debt advice at an earlier stage of financial difficulty are more likely to get a better outcome.
The benefits of obtaining debt advice
Money guidance and debt advisory services will keep everything you tell them confidential and 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, from 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 directly with an expert advisor and are usually available weekdays, evenings and Saturdays.
Your first port of call should be the MoneyHelper debt advice locator tool (link below) which has a variety of resources to help you find the support you need online, over the telephone or face to face. We’ve also included the details of a few free and independent organisations that you can contact directly.
Free and independent advice
You can get free independent help and advice from several sources, including:
Money Helper
Here to put you in control, with free, impartial help for money and pensions that’s quick to find, easy to use and backed by government.
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.
Pay Plan
Their supportive, non-judgemental advisers help thousands of people, including small businesses and directors of Limited Companies, beat their debts every year and treat all of their calls with the strictest confidence.
Need help with a business debt?
Business Debtline
A charity run by the Money Advice Trust offering a free debt advice service for the self-employed and small businesses in England, Wales and Scotland.
Advice NI
Their Business Debt Service can provide tailored debt and budgeting advice for sole traders, partnerships and limited companies in Northern Ireland.