COVID-19 Customer Information

Whilst we are working hard to return, as far as possible, to normal service, we continue to experience much higher call volumes and correspondence than normal as a result of enquiries relating to COVID-19. It may take you longer than normal to get through to us, or for us to respond to your emails, but rest assured we are working our way through all our enquiries as quickly as we can. At this time, please email us rather than post us your correspondence as this will ensure we can respond to your enquiry much quicker.

Our priority is to support those in the most vulnerable situations and we kindly ask that you only call if your query is urgent. It may take us longer than normal to answer calls or respond to emails, but please be assured that we are working hard to deal with queries as quickly as possible. We appreciate your patience and consideration at this time.


Some Basic Guidance That May Help You

If you are concerned about potential future financial difficulties, or want to understand how we are ensuring we can continue to support our customers, please read through the Frequently Asked Questions below.

If you have been directly affected by COVID-19, and are experiencing financial uncertainty, please contact us to discuss your situation.

If you wish to make a payment or obtain a settlement figure please visit our Customer Services Portal.

If you are one of our partner dealers please contact your Account Manager in the usual way.

Collections Team: collections@bluemotorfinance.co.uk or 0203 005 9332

Opening hours: Monday to Friday 08:00 – 19:00, Saturday and Sunday 09:00 – 17:00

Customer Services Team: customerservices@bluemotorfinance.co.uk or 0203 005 9330

Opening hours: Monday to Friday 08:00 – 20:00, Saturday and Sunday 09:00 – 17:00


Frequently Asked Questions

Is Blue Motor Finance open for business as usual?

Our primary concern is for the health and safety of our customers, staff and partner dealers. We are, however, open for business as usual and remain available to support our customers.

We are experiencing very high call volumes and this is making it difficult for some of our customers to get through to us. You can contact us by email using the addresses shown above. Whilst we have significantly increased the number of staff available to deal with your calls we are still experiencing unprecedented volumes and thank you for your understanding at this time.

What will be the impact of disruption?

We are confident that we will maintain our service levels, although we are mindful that call volumes are likely to be higher than normal and some customers may experience some delay.

What is a payment deferral?

A payment deferral, also referred to as a “payment holiday” in other financial products such as mortgages, is a temporary postponement of up to three monthly payments meaning that we will not expect you to make payments during the deferred period. It is very important to understand that these payments are not being waived, they are simply being moved to a later date. Deferred payments are only appropriate if the financial impact on you of COVID-19 is temporary and, as such, they will not be the most appropriate option for all customers. If you wish to discuss your specific circumstances and the options available please contact us as detailed above. Further information about Payment Deferrals is available below in the Payment Deferral Frequently Asked Questions section.

What charges will I incur for arranging a payment deferral?

We will not charge you for arranging a payment deferral and neither will we charge you any additional interest as a result of deferring (moving) payments to a later date within the original loan term or to the end of the original loan as agreed.

What happens at the end of a payment deferral?

Where a payment deferral has been agreed, we will contact you in good time before your normal monthly payments resume to explain next steps and options for making up the payments that have been deferred.

COVID-19 has directly impacted me and I may miss a payment, can I have a payment deferral?

We take very seriously the way in which we work with customers who may find themselves in vulnerable situations. We have procedures in place for considering forbearance or support for any customer impacted by COVID-19. We will review each customer on an individual basis and work with them to find an appropriate solution. If you wish to discuss your specific circumstances and the options available please contact us as detailed above.

If you wish to request a payment deferral, click here

I have already had a payment deferral or other arrangement or am coming to the end of a deferral or arrangement and remain concerned about my finances, what can I do?

It is important that, if at all possible, you return to making normal monthly payments as soon as possible and work with us to ensure that appropriate plans to make up payments are in place. Continuing to defer payments or entering into multiple arrangements may not be the most appropriate course of action. Please contact our Collections Team, as detailed above, to discuss the most appropriate solution for your individual circumstances.

Will reduced payments or a payment deferral affect my Credit File?

Where we have agreed reduced payments or payment deferrals for customers affected by COVID-19, Credit Files will not be impacted provided the terms of the agreement or deferral are met. However, it is important that customers understand that an arrangement or deferral may impact their future ability to obtain credit or the rates and terms on which future credit may be available to them – think carefully before requesting a payment arrangement or deferral.

It is important that you understand that should you fall into arrears without agreeing an arrangement with us, we will be obliged to report as normal to the Credit Reference Agencies.

I am already in arrears but am impacted by COVID-19, can you provide any further extension or support?

We take very seriously the way in which we work with customers who may find themselves in vulnerable situations. We have procedures in place for considering forbearance or support for any customer impacted by COVID-19. We will review each customer on an individual basis and work with them to find an appropriate solution. If you wish to discuss your specific circumstances and the options available please contact us as detailed above.

Should I cancel my Direct Debit?

It is understandable that you may be worried about your financial position but please do not cancel your Direct Debit without talking to us first. Keeping your Direct Debit in place will make it easier for you and us to manage any arrangement. Cancelling your Direct Debit will not mean we respond to you any faster.

I have already cancelled my Direct Debit, what should I do?

If payments are missed and your account falls into arrears as a result of you cancelling your Direct Debit without agreeing an arrangement with us first, your credit file may be affected adversely. If you have cancelled your Direct Debit and haven’t discussed this with us, you need to contact us as soon as possible.

I am worried about my household budget and making payments, what should I do?

The Money Advice Service (www.moneyadviceservice.org.uk) provides a free online budget planner and advice on how to complete a budget plan.

This can help you to:

  • Increase control over your money
  • Provide an early warning for potential problems
  • Stay on top of what is coming in and what is going out
  • Decide in advance how your money will work for you
  • Determine how much surplus income you have

In addition to this, you may be eligible for reduced monthly payments or Government assistance should you be affected by COVID-19. If you continue to be worried about future financial difficulties, please contact us to discuss this.

Where can I find additional information?

The Financial Conduct Authority (FCA) has information on its website for consumers of financial products, including motor finance, the information can be found here.

The Money Advice Service provides free and impartial money advice, they have a dedicated Coronavirus Support page that can be found here.

I have been told that fraudsters and scammers are taking advantage of the COVID-19 situation, how can I protect myself?

Amid the uncertainty of the current situation, fraudsters are looking to benefit by impersonating Government institutions, banks, finance companies and other viable organisations. If you are concerned that someone calling you from Blue Motor Finance may not be who they say they are, please hang up and contact Blue Motor Finance directly by phone or email as detailed above.

For further advice, or to report suspicious or fraudulent activity, you can visit Action Fraud by clicking here.


Payment Deferral Frequently Asked Questions

What are the implications of taking payment deferrals?

When we agree a payment deferral with you, we are not changing the terms of the original loan agreement, we are simply moving a number of your contractual payments to a later date within the original loan term or at the end of the original loan term.

The fact that a number of payments are not made on time under the terms of the original loan, means that your account will technically be in arrears. However, where we have agreed a payment deferral with you, these missed payments will not be reported to the credit reference agencies as long as you abide by the terms of the deferral.

When we agree a payment deferral with you, we will write to you and advise you of the terms of the deferral. This letter will also confirm that, as required by the Consumer Credit Act, we may issue a Notice of Sums in Arrears. This Notice will include a covering letter further explaining why we have had to send it. Provided you are abiding by the terms of the deferred payment agreement you will not have to take any action. If, however, you do not abide by the terms of the deferral or the terms of the credit agreement once the deferral has ended, you will need to take the actions stated in such a Notice.

What happens at the end of payment deferral period?

We will contact you towards the end of your payment deferral and before your normal monthly payments are due to resume. We will discuss with you the options for making up the deferred payments, this will include considering whether the options discussed at the point the deferral was agreed are still the most appropriate for you, this will depend upon your personal circumstances.

What happens if I can’t afford my normal monthly payments?

We will discuss your personal circumstances and consider, with you, the most appropriate solution for your situation. If you are concerned about your financial situation and debts, you should review the following sections above:

  • I am worried about my household budget and making payments, what should I do?
  • Where can I find additional information?

Will a further period of deferral be available?

A second period of deferral, for up to an additional 3 months may be an appropriate solution. It is important to understand that payment deferrals are intended to offer short term assistance to those temporarily financially affected by COVID-19. Where you can afford to return to normal monthly payments, it will be in your interest to do so – this has been confirmed and publicised by the Financial Conduct Authority. COVID-19 payment deferrals could possibly negatively impact your ability to secure future credit so should not be entered into as the default option.

How can I make up the deferred payments?

We will not charge a fee for arranging payment deferrals and neither will we charge you additional interest. However, it is important that you consider how best to make up the deferred payments.

  • Add to the end of the agreement
  • Pay deferred payments in full
  • Spread across the remaining term
  • Increase monthly payment for a number of months to clear

If you effectively extend the original term you should consider that the value of your vehicle will almost certainly be less than it would have been at the end of the original term and this may affect your options when it comes to selling or part exchanging the vehicle or increase your potential shortfall if the vehicle is subject to a total loss insurance claim.

What other options may be available to me?

If you have already had a second deferral or should a second deferral not be the most suitable solution for your circumstances (payment deferrals are only an appropriate solution where your financial difficulty is temporary) there are other options that we would be happy to discuss with you.

Payment Arrangement:

Depending upon your circumstances, a Payment Arrangement may enable you to reduce monthly payments for a period of time with a commitment to make up the reduced payments over an agreed period. We would be happy to discuss this option with you but you would need to consider that this option may negatively impact your credit file.

Voluntary Termination:

If your circumstances are such that the financial impact of COVID-19 is likely to be more than temporary, it may be in your best interests to voluntary terminate your agreement with us and hand the vehicle back. The implications of a voluntary termination depend upon factors including the price the vehicle was purchased for and the amount you have paid towards the finance agreement and any deposit you paid. We are happy to discuss voluntary termination with you and the potential benefits and downside.

Sell the Vehicle:

If you want to sell the vehicle or to consider part exchanging and purchasing another less expensive vehicle you can do this. You would have to settle the full amount of finance outstanding under your finance agreement with us, this would include any amounts deferred, before selling the vehicle or arrange for the outstanding amount to be paid directly to us from the proceeds of the part exchange.