How do I let you know if a customer has passed away?
You can call us on 0345 149 7770 or email [email protected] to let us know if a customer passes away. We understand it may be a difficult time and will make everything as easy as possible for you.
We are also a member of the Death Notification Service. This is a free service which allows you to notify a number of organisations of a person’s death at the same time.
If you decide to let us know directly, please make sure you include the customers' account number.
Can I appoint a third party to help me deal with my account?
Yes. The account holder would need to request, confirming the name of the person they want to add to the account and the type of authority they’d like to give.
There are two types of third party authority:
- Basic which means we can discuss ALL details of your account with the third party. They can also make changes to arrangements, but they CANNOT make changes to customer details, such as address or bank account/payment details.
- Full which means we can discuss ALL details of your account with the third party. They can also make changes to arrangements and customer details such as address and payment details.
To add a third party to your account, you can call us on 0345 149 7770 or email [email protected]
Remember, when calling us please make sure you have your account number to hand. This will help us to get to your account information quicker.
What do I do if I’m unhappy with the service I received?
We’re sorry if you’re unhappy with the service you’ve received. You can find full details of what to do in this situation on our Complaints page.
How do your dealers qualify?
We have a robust due diligence process in place when recruiting intermediaries and deal with only the most reputable companies. Our intermediaries must be approved by the Financial Conduct Authority (FCA) and hold the relevant permissions for the activities they carry out. They must also be registered with the Information Commissioner's Office (ICO).
How reputable are your dealers?
Our intermediaries must be approved by the Financial Conduct Authority (FCA), along with other qualifying criteria, to be able to represent us. We also carry out regular reviews of our intermediaries so you can be sure you’re in safe hands.
I have received a NOSIA statement / letter. What does this mean?
A NOSIA is a Notice of Sum in Arrears. The letter is to let you know your current arrears balance. We’re required by law to send these, even if we’re aware of the circumstances that led to your arrears, and you have an arrangement in place.
As long as you’re sticking to your payment arrangement, there’s nothing for you to do if you receive a NOSIA.
How can I voluntary surrender or voluntary terminate my loan agreement?
The best way to do this is to contact us on 0345 149 7770 if you’re thinking about either of these options. We can talk through both options and let you know any details on costs and outstanding balances.
Remember, when calling us please make sure you have your account number to hand. This will help us to get to your account information quicker.
I have received a NODS statement / letter. What does this mean?
A NODS is a Notice of Default Sums. This letter details the amount you owe due to defaulting on your loan agreement. Default sums are charges in addition to any accumulated interest added in connection with the breach to the agreement eg arrears.
We’re required by law to send these, even if we’re aware of the circumstances that led to this situation, and you have an arrangement in place.
Can you tell me if I have GAP insurance?
Yes, we can see if you took out GAP insurance when you signed up to your agreement. We don’t have full details of your policy, but you should have received this from your broker or dealer at the time.