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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. 

Q. As a result of coronavirus, I cannot make my payment, what do I do?
A. If you are struggling to make your monthly payments as a result of the impact of coronavirus, we have a number of options available to assist you during this time.

It's important that you make contact with us so that we can discuss and agree the most suitable option for you, which could include granting a payment holiday (subject to you being eligible for a new or further payment holiday). Please either complete the on line form, or call us on 0345 111 7125. We are open Monday to Friday 9am to 7pm and Saturday 9am to 1pm.

Q. My payment holiday is due to end and I am still in financial difficulties.

A. We will make contact with you before the end of your payment holiday to remind you when your next payment is due and what will happen if you do not make future payments, as well as any further options available to assist you during this time. It is important that if you are still experiencing financial difficulties as a result of the impact of coronavirus that you contact us immediately on [insert best number / email].

You can seek free independent advice from:

Turn2Us Charity by visiting www.turn2us.org.u/get-support/Benefits-and-Coronavirus; Citizens Advice Bureau on telephone number 0344 111 444 (England) or 0300 330 1313 (Wales) or visit www.adviceguide.org.uk; PayPlan on telephone number 0800 280 2816 or visit www.payplan.com. You can also find useful information by visiting the https://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus

Q.Can I return my vehicle and end my agreement with Moneyway?
A. For more information about Voluntary Termination, Voluntary Surrender or if you are thinking about part-exchanging your vehicle please see our helpful guide
Q. I've had a change in circumstances, what do I do?
A. If you do experience difficulties making your payments at any point, it is important to contact us as early as possible on 0345 111 7125. Our team will do their best to help. You can also contact a not-for-profit organisation who will be able to provide you with free confidential and impartial advice, such as:
Q. Why have I received a text message regarding my payment with Moneyway?
A. 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 This email address is being protected from spambots. You need JavaScript enabled to view it..  As this is not a secure channel, please do not include any personal details other than your account number in any emails sent to this address.
Q. Can I change my Direct Debit date?

A. Yes, you can amend your Direct Debit date. 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.  To change the date we take the Direct Debit from your account, call us on 0345 111 7125.

Q. Can I change the details of the bank account that my payment comes out of?
A. If you would like to change the bank account from which your Direct Debit is paid, please call our Customer Services Team on 0345 111 7125 who will be happy to set this up for you. 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.
Q. How do I update my personal details with you?
A. You can do this by calling 0345 111 7125, option 1.
Q. I have car finance with Moneyway, can I give my car back before the end of the agreement?
A. There are a number of options available to you, please call us on 0345 111 7125 to discuss further.
Q. Can I pay off a lump sum or partially settle the account?
A. You have the right to partially settle the car finance balance or pay off a lump sum at any point during the agreement. If you would like to discuss this, please call us on 0345 111 7125.
Q. How do I find out what my outstanding balance is?
A. You can do this by calling us on 0345 111 7125.
Q. How do I find out when my finance agreement will come to an end or when the next payment is due?
A. You can obtain this information by calling us on 0345 111 7125.
Q. How do I make a payment?
A. You can call us to arrange a payment by card, or direct debit, to do this call us on 0345 111 7125.
Q. How do I make a complaint?
A. If your complaint is regarding finance, you can fill out our complaints form here. You can call us on 0345 111 7125, or write to Moneyway, One Arleston Way, Solihull, B90 4LH.