Customer FAQs
Don't be afraid to call us if you have any questions about your car finance with Moneyway. We are here to help, so if you have a change in circumstances or think you may be facing financial difficulties, please notify us as soon as possible. If you have a question about your car finance that isn't covered below, please call us on 0345 111 7125.
Money Worries
I have missed a payment, what do I do?
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.
I am in arrears, how will this impact my credit file?
The arrears status of your account is reported monthly to the credit reference 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.
I am not in arrears, but may struggle to make my next payment, what support is available?
Please contact us on 03303 033 483 at the earliest opportunity to discuss how we can support you.
I am in financial difficulties. What should I do?
It is important that if you are experiencing financial difficulties that you contact us as early as possible on 0330 3033 483.
You can seek free independent advice from:
I’ve received a letter from you stating I am in arrears, what should I do?
If you have received a letter from us about missed payments, please don’t 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.
I’ve received a Default Notice, what should I do?
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.
How will a Default Notice impact my credit file?
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 don’t comply with the 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 six years from the date it is registered. This may further impact your ability to obtain credit in future.
What is ‘Breathing Space’, and how can it help me?
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 debt advice is available’ above, or visit the Moneyhelper website here for further information. Please speak to one of our advisers on 03303 033 483 to discuss allowing you time to seek independent support.
Request a Settlement
How can I request a settlement quote?
To request a settlement figure:
- Complete the Request A Settlement form, OR
- Call our Customer Service Team on 0345 111 7125
Your settlement figure will be valid for 28 days, after this time you will need to request another quote.
Can I settle my finance agreement early?
Yes – you can settle your finance agreement early and pay off the amount that you owe.
To request a settlement figure:
- Complete the Request A Settlement form, OR
- Call our Customer Service Team on 0345 111 7125
Your settlement figure will be valid for 28 days, after this time you will need to request another quote.
I have received my settlement quote, how can I make payment to you?
You can make the settlement payment by;
- Bank Transfer, visit Make A Payment for our bank details
Request a Statement
How do I request a statement?
You can request an interim statement by calling our Customer Service Team on 0345 111 7125.
Our team is available Monday – Friday, 9am – 7pm and Saturday, 9am – 5pm.
My Agreement
What is my option to purchase fee?
A payment at the end of your Moneyway Hire Purchase Agreement which, when paid, transfers ownership of the car from Moneyway to you, the customer. The option to purchase fee is added to your final monthly contractual payment. You can see the details of this payment in your Finance Agreement.
Why have I received a text message regarding my payment with Moneyway?
Our SMS service is a courtesy reminder sent to our customers to remind you that your payment is due. Our SMS service may include an option for you to make a card payment. You can opt out of these text messages by e-mailing your account number to
How do I make a complaint?
You can find details of our complaints procedure and log your complaint online here.
Updating Personal Details
How do I change my payment date?
Call our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
Please allow 10 working days in order for a new Direct Debit instruction to be set up. We will cancel your old Direct Debit and you are advised to check with your bank that the new Direct Debit has been set up and the old one cancelled. This will ensure that you avoid missing or duplicating your payments
We are unable to make a change to your Direct Debit details in the period 3 working days before your next scheduled Direct Debit payment date.
How do I update my bank details?
Call our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
Please note the account will need to be in the agreement holders name, we do not accept payments from a Third Party bank account.
How do I change my postal address?
Call our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
How do I update my contact number or email address?
Call our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
How do I update my marketing preferences?
Call our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
How can I arrange for a third party to act on my behalf on my account?
If you would like someone else to act on your behalf in dealing with your Agreement, you can set up a third-party authority.
Examples of third parties include;
- your spouse or partner,
- a relative, or
- a professional carer.
It could be anyone who has responsibility for assisting with your financial affairs, or someone you trust and who has agreed to help.
You can set up a third-party authority by:
- contacting us on 03303 033 483.
Our opening hours are Monday to Friday, 8am-6pm and Saturday 9am-1pm.
- We can also arrange for a letter to be sent to you with a form authorising a third party to discuss your account.
It is important that the third party is informed how we will use their personal information, this is explained in our privacy notice.
The person who signed the agreement has died. What do I need to do?
We recognise this will be a very difficult time and we will aim to support you through this process.
Please contact us on 0345 111 7125 to speak with one of our team.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
You will need to consider whether you wish to settle the loan and keep the vehicle or if you would prefer to return the vehicle to us. Our team will be able to explain to you what each of these options will mean.
During the call our team will also request a copy of the death certificate.
About the Vehicle
Do I have to insure the Vehicle?
Your agreement requires that you keep your car comprehensively insured at all times.
Can I take the vehicle abroad?
If you hold the V5 document for your vehicle, you can take it to Europe for up to 28 days without notifying us. If you wish to go abroad for a longer period than 28 days you will need to contact us to retrieve written permission.
Please contact our Customer Service Department on 0345 111 7125 for more information.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
What happens if the vehicle is written off?
In the event of an accident you should submit a claim to your insurer.
Should the vehicle be written off, we will provide a settlement figure to you and your insurer.
You should instruct your insurance company to send all monies to Moneyway.
Please note you will be liable for any outstanding balance after the insurance funds have been applied, any excess in payment, if any, will be refunded to you.
You will need to maintain your monthly payments until the insurer has paid the funds to us.
If you have any questions, please contact our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.
What happens if the vehicle is stolen?
In the event of the vehicle being stolen you should inform the police and submit a claim to your insurer.
We will provide a settlement figure to you and your insurer.
You should instruct your insurance company to send all monies to Moneyway.
Please note you will be liable for any outstanding balance after the insurance funds have been applied, any excess in payment, if any, will be refunded to you.
You will need to maintain your monthly payments until the insurer has paid the funds to us.
If you have any questions, please contact our Customer Services Department on 0345 111 7125.
Our opening hours are Monday to Friday, 9am-7pm and Saturday 9am-5pm.