Managing your account FAQs

Here we answer the most frequently asked questions our customers ask about managing their online account with us. If you can't find what you are looking for, please get in touch.
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Navigating my online account

Understanding my account

  • You may be comparing it to the finance amount when you took out the agreement which does not include the interest amount. The outstanding balance figure we show includes any interest and might also include fees and charges you have incurred during the agreement's lifetime. If you would like to discuss this further, please get in touch

  • You will need to make a payment as soon as possible. 

    ​​​​​​​If you’re experiencing money worries, it’s important you get help and support as soon as possible. We have a dedicated service to help you as well as information on third parties who can provide support. Learn more about money worries help and support

    Your arrears amount includes any fees or charges. It will also include the extra amount due if you have taken a payment holiday. 

  • If you fail to make payments on time, it may cost more or be more difficult for you to borrow money in the future.  

    If you’re experiencing money worries, it’s important you get help and support as soon as possible. We have a dedicated service to help you as well as information on third parties who can provide support. Learn more about money worries help and support.

  • You may incur fees and charges if you do not follow the terms of your agreement. Some examples are late or missed payments. Please refer to your agreement document for details of the fees and charges you could incur.  

    ​​​​​​​If you are still unsure or need further help, please get in touch

    ​​​​​​​Your arrears amount includes any fees or charges. It will also include the extra amount due if you have taken a payment holiday.

  • If you have missed any payments, you may have more payments left than shown. ​  

    If you have requested a payment holiday or a term extension, this will be included in the figures shown. If you would like to discuss this further, please get in touch

  • Annual percentage rate (APR) is a measure designed to help you compare credit products. It gives you an indication of the overall cost of the borrowing, taking into account interest, annual compounding and fees. The APR and total charge for credit assume that you make all repayments on time. 

  • Flat rate calculation takes the balance financed and multiplies this by an interest rate for each year of the agreement.  

    The APR shows the annual cost of a finance agreement over and above the amount you’ve borrowed. The APR will include interest rate charges and any other fees included in the agreement, such as administrative fees. By law, the APR must be shown on relevant documentation presented to customers. You can use the APR to compare the cost of different finance products.

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Managing your account FAQs

Need to add a new phone number? Need help requesting a statement or changing your payment day? Other topics include support creating an online account and help with log in problems.

Managing your online account

Your agreement FAQs

If you have a question about managing your agreement with us, this article will help.

Topics covered: during my agreement, looking after my vehicle and end of agreement.

Your agreement with us