Customer FAQs

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. 

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.

Please contact us on 03303 033 483 at the earliest opportunity to discuss how we can support you.

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:

MoneyHelper 

StepChange Debt Charity

National Debt Line

Citizens Advice Bureau

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.

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.

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.

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.

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.

Early settlement of your agreement

The settlement figure is the amount you will need to pay to end your finance agreement with us early, by doing this, you become the legal owner of the vehicle.

Your right to settle in full

In accordance with the Consumer Credit Act 1974, you have the right to repay your agreement early, at any time prior to the date of your final repayment (the agreement maturity date).

The early settlement figure is calculated in line with the *Consumer Credit Early Settlement Calculation 2004.

What does that mean?

How we calculate your early settlement figure:

1. We take the Outstanding Capital Balance; this is the Amount of Credit minus the Capital amount you have already paid.

2. We work out how much interest you have paid so far, plus an extra 1 month and 28 days’ interest (this calculation is in line with regulatory guidelines*). As the agreement is a fixed rate agreement over a specific term, the interest is calculated at the start of the agreement. When you settle the agreement early, you get a rebate of interest, this is the difference between the interest payable and the interest due up to the point when the settlement is calculated to (as described above). 

Note: The amount of interest charged is higher at the beginning of the loan because there is more Outstanding Capital; the earlier you settle, the higher the interest rebate will be.

This example, based on a loan of £10,100 over 60 months, with an APR of 18.18% with no balloon payment, illustrates how the Capital and interest is applied throughout the agreement.

3. The only charge we apply is the £10 Option to Purchase fee; this is the final payment required at the end of your agreement that you pay to transfer the legal ownership of the vehicle to you.

To summarise:

• You start with how much is left to pay on the loan (the outstanding Capital balance).
• Add any interest that's still due, which includes the additional 1 month plus 28 days.
• Add the £10 Option to Purchase fee.
• The total of the above is your early settlement figure. Once you have paid the early settlement amount quoted, the agreement is closed, and you become the legal owner of the vehicle.

Any overpayments received will be automatically refunded to you as long as the early settlement amount is received before the early settlement quotation expires.

When you request an early settlement quotation, we will also provide this in writing to you by email or by post, the settlement quotation is valid for 28 days. By you receiving the quotation this does not mean you have to settle the agreement early, it is provided for your records. Should you choose not to settle early, you must continue to make the repayments due under the agreement.

You can request a settlement here.

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.

You can make the settlement payment by;

• Bank Transfer, visit Make A Payment for our bank details

You can request an interim statement by calling our Customer Service Team on 0345 111 7125.

Our team is available Monday – Friday, 9am – 6pm and Saturday, 9am – 1pm.

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.

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.

You can find details of our complaints procedure and log your complaint online here.

We’re here to help if something isn’t right with your vehicle.

If you’ve purchased a vehicle, in line with the Consumer Rights Act, it must meet certain standards. Please visit MoneyHelper if you would like further information on the Consumer Rights Act. You can raise a complaint if your vehicle is not:

• Of Satisfactory Quality - You were not told about any problems with the vehicle when you bought it.
• Fit for Purpose - The vehicle isn't safe to drive or in a reasonable condition (given its age and milage), and the dealer didn't tell you about these issues before you bought it.
• As described - The description of the vehicle was wrong or different from what was advertised.

This means you may have the right to ask the dealer, or us, to fix a problem.

Getting in Contact

We would encourage you to get in touch with the dealer, in the first instance, as soon as possible. We generally find this is the quickest way to resolve a problem.

Raising a Complaint

We will support you with your complaint if you need our help. You can raise a complaint now here, or by using one of the below options. Alternatively, please let us know if the dealer hasn’t resolved your complaint to a satisfactory standard, in line with your rights.

How to register a complaint with us

You can contact us using any of these options

Online: You can raise a complaint online.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Telephone: 03303 031 286

Find out more about our complaint procedure here.

Call our Customer Services Department on 0345 111 7125.

Our opening hours are Monday to Friday, 9am-6pm and Saturday 9am-1pm.

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. 

Call our Customer Services Department on 0345 111 7125.

Our opening hours are Monday to Friday, 9am-6pm and Saturday 9am-1pm.

Please note the account will need to be in the agreement holders name, we do not accept payments from a Third Party bank account.

Call our Customer Services Department on 0345 111 7125.

Our opening hours are Monday to Friday, 9am-6pm and Saturday 9am-1pm.

Call our Customer Services Department on 0345 111 7125.

Our opening hours are Monday to Friday, 9am-6pm and Saturday 9am-1pm.

Call our Customer Services Department on 0345 111 7125.

Our opening hours are Monday to Friday, 9am-6pm and Saturday 9am-1pm.

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.

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-6pm and Saturday 9am-1pm.

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.

Your agreement requires that you keep your car comprehensively insured at all times.

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-6pm and Saturday 9am-1pm.

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-6pm and Saturday 9am-1pm.

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-6pm and Saturday 9am-1pm.