Helping our customers during coronavirus

We know that many of our customers have been impacted by coronavirus. This help page explains the support that we can provide to you. It may also answer some of the questions that you have at this time.

Request a payment holiday

If you are struggling with your car finance payments because of coronavirus, one of the things you may want to consider is taking a payment holiday.

A payment holiday can help if you need to take a short break from making your payments due to a short-term change in your income.

If you are concerned the impact may be longer term, a payment holiday may not be right for you. Please call us on 0333 202 7969 so that we can discuss other options to help you. If you need extra help, you can also visit our Money Worries page.

Coronavirus related questions

If you need help with any coronavirus related questions, here you should find answers to the most common queries customers have at this time such as:

  • end of contract returns for flex car finance agreements also known as personal contract purchase (PCP)
  • voluntary termination
  • maintaining my vehicle during coronavirus.
Coronavirus related questions

Manage my account

Find out more about managing your account online where you can:

  • change a payment
  • make a payment
  • change your address
  • change your bank details
  • request a settlement figure
  • request a statement
  • update contact details
  • check my account details

You will need your agreement number, date of birth and postcode to log on.

More about managing my account

Free, independent support

If you would like to speak to someone independent, below is a list of other organisations that give free debt advice and can help with whatever money worries you have.

If you do not know where to start, the Money Navigator Tool on the Money Advice Service gives instant help based on what you tell it about your circumstances.

You can also get advice on how to deal with financial difficulties as a result of coronavirus on the FCA website.

Useful links and telephone numbers:

Money Advice Service (0800 138 7777)

Citizens Advice Bureau (03444 111 444)

National Debtline (0808 808 4000)

Step Change Debt Charity (0800 054 6734)

Request a payment holiday

Applying online is the quickest way to apply for a payment holiday. If you are concerned the impact may be longer term, a payment holiday may not be right for you. Please call us on 0333 202 7969 so that we can discuss other options to help you.

  • 1.
    How to ask for a payment holiday

    If you have had a payment holiday for 3 months or more and you cannot restart your payments, you may be able to extend your payment holiday to a maximum of 6 months.

    Your payment holiday can be extended by one month at a time. This will include the Payment Holidays that you have taken so far. Any additional payment holidays must start straight after your current payment holiday and must finish by 31 July 2021.

    If you do not ask us to extend your Payment Holiday again, we will assume that you can start making your payments.

    Before extending your payment holiday, you should think about whether you can start your payments again. When you take a payment holiday, you pay more overall as you take longer to pay back the amount borrowed. The longer your payment holiday, the more you pay. You may also incur extra vehicle related costs if you keep the vehicle for longer.

    If you have had a payment holiday for 6 months and you cannot restart your payments, contact us on 0333 202 7969 to discuss your options.

    Are your money worries longer term?

    A payment holiday can help if you need to take a short break from making your payment. This may be due to a short-term loss of or reduction in your income or your household income. If your money worries are longer term, please call us on 0333 202 7969 so we can discuss if a payment holiday is right for you.

    To ensure we can give you the best support when you call us, please get all details of your income and expenditure ready before you call. This may include wage slips, bills and bank statements.

    If your payment is due within 5 days, you will not be able to have a payment holiday for this payment. If you cannot make the payment, you can stop it by speaking to your bank and asking them not to pay the Direct Debit. You will then need to call us on 0333 202 7969 so that we can discuss your options with you. We may able to back date your payment holiday to cover your missed payment.

    If you are more than two payments behind, you may not be able to have a payment holiday. Please call us on 0333 202 7969 so that we can discuss other ways that we can help.

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  • 2.
    How a payment holiday works

    A payment holiday can help if you need to take a short break from making your payments due to a short-term change in your income. If you're worried the impact may be longer term, a payment holiday may not be right for you. Please call us on 0333 202 7969 so we can discuss other options to help you.

    If you defer your payments by 3 months, you will not make any payments for 3 months. If you defer your payments by 6 months, you will not make any payments for 6 months.

    You will pay more overall as you take longer to pay back the amount borrowed. We will work out how much extra you will need to pay and we will add this to your agreement.

    We will work out how much is due by using the interest rate shown in your agreement.The extra amount will not be more than £100 for each month that we defer your payments. This means if you defer your payments by 3 months, the extra amount will not be more than £300. If you defer your payments by 6 months, the extra amount will not be more than £600.

    You will be asked to pay the extra amount the month after your final payment is due by making additional monthly payments. If the amount is more than your monthly payment, it will be split over a number of months. This means that you will not pay more than your normal monthly payment each month.

    You do not need to ask your bank to make any changes to your direct debit. We will take care of this for you.

    If your payment holiday has come to an end and you cannot restart your payments, you can extend your Payment Holiday to up to 6 months. You will need to extend your Payment Holiday one month at a time. This means that you only take a break from your payments for as long as you need.

    A Payment Holiday will not show as missed payments on your credit file but lenders may take it into account when making future lending decisions. You should keep in mind that lenders may use other sources of information when they make a decision to lend to you in the future.

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  • 3.
    How you will know that the payment holiday is in place

    We will defer your payments one month at a time. Each month you will receive a letter confirming your next payment date has been moved by one month. This letter will tell you how much you will pay each time we defer your payments.

    You will need to add up the amount shown in each of the letters to work out the extra amount that you will pay overall.

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  • 4.
    Why you pay more for a payment holiday

    You will pay more overall as it will take you longer to pay back the amount borrowed.

    You may have to pay other costs if you extend your Payment Holiday.

    If you keep your vehicle for longer, you will need to pay for your insurance and road tax for longer. If you have a warranty or breakdown cover, it may not cover you for the extended time that you will have the vehicle. You may also need to pay for an additional MOT or service.

    The value of the vehicle will reduce over time. As you take longer to pay back the finance, the vehicle may be worth less than the outstanding balance.

    If you have a PCP finance agreement, your maximum permitted mileage will stay the same. If you hand your vehicle back and you have exceeded the permitted mileage, you will be charged for excess miles.

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  • 5.
    If you have reached the end of your payment holiday and can restart your payments.

    When your payment holiday ends you will restart your monthly payments. Your monthly payment will be for the same amount as before your payment holiday.

    If you have been charged an extra amount for taking a payment holiday, you will not pay this until after your last payment. If the extra amount is more than your monthly payment, it will be split over a number of months. This means that you will not pay more than your normal monthly payment each month.

    The payment date for your monthly payments will likely have changed as a result of taking a payment holiday. You would have received a letter from us telling you the new payment date. You can also check your payment date by logging on to your online account and check the ‘My account’ screen.

    If you cancelled your Direct Debit, please reinstate it at least 8 working days before your monthly payments are due to restart. You can do this by logging on to your online account and selecting ‘Update bank details’. You will then need to enter your sort code and account number.

    If it is too late to reset your Direct Debit for when your payments restart, you can make a payment by debit card using the “Make a payment’ option in your online account.

    If you are unsure whether you cancelled your Direct Debit, you can check if it is still active with your bank. You should be able to find this information on your bank’s online banking or mobile banking app. If not, you will need to call your bank.

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  • 6.
    If you need extra support to make your payments

    Payment Holiday

    A payment holiday means you can pause your usual payments for up to 3 months to help stop you falling behind. After that, you start paying the same amount each month as before your payment holiday.

    If you have had a payment holiday for 3 months or more and you cannot restart your payments, you may be able to extend your payment holiday to up to 6 months.

    Taking a payment holiday will not directly affect your credit score, as it will not show that you have missed payments during this time. But lenders take a wide range of information into account when making decisions on borrowing, and this includes details you may provide about how you have managed your account, such as taking a payment holiday.

    Term Extension

    If you are not able to restart your full monthly payments, we may be able to increase the length of your agreement which will reduce how much you pay each month. This is called a Term Extension.

    A Term Extension will cost you more in the long-term as it will take you longer to pay back the amount borrowed.

    If you ask us for a Term Extension we will need to do a credit file check and you will need to sign an agreement to confirm you are happy with the changes.

    If you have already taken a payment holiday before taking a Term Extension, you will not need to pay any extra amounts added for taking a payment holiday.

    Any payment holidays you have asked for but have not yet been taken will be cancelled. To keep your payment holiday, wait until they have completed before requesting a Term Extension.

    As part of the application, you will be able to use a Term Extension calculator to work out the best option for you. You can also use the Budgeting Tool to work out how much you can afford to pay each month. ​

    To apply for a Term Extension, you can log on to your online account and select ‘Manage Payment Holiday’.

    If your payment is due within the next 8 days, you should wait until after you have made your next monthly payment to apply for a Term Extension. If you can’t make your next payment, call us on 0333 202 7969 to see how we can help.

    If the change to your income is short-term or you think things might change again soon, a long-term option like a term extension, might not be the best option for you right now. You can call us on 0333 202 7969 to discuss the other options we have available.

    If you do not want to keep your vehicle, you can end your agreement early and hand it back to us. This is called Voluntary Termination and you may still have an amount to pay if you do this.

    If you want to keep your vehicle, there are options such as giving you a period of breathing space to sort out your finances or a reduced payment plan. These options will impact your credit file, so make sure you talk to us about what this means for you.

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  • 7.
    If you've reached the end of your payment holiday and can't restart your payments.

    If your income is still impacted by coronavirus and you cannot restart your payments, we have options available to help. Use our online tool first to work out what you can afford to pay. You can then call us, on 0333 202 7969 so we can talk it through.

    To ensure we can give you the best support when you call us, please get all details of your income and expenditure ready before you call. This may include wage slips, bills and bank statements.

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  • 8.
    What if you have already missed payments

    If you have missed payments call us on 0333 202 7969 as soon as you can so we can discuss your options.

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Coronavirus related questions

  • 1.
    I'm reaching the the end of my Flex car finance (PCP) contract and need to check on next steps.

    Keep the vehicle

    If you wish to keep the vehicle, you will need to pay the optional final payment. You can do this online or by calling us on 0333 202 7969 and selecting the make a payment option.

    Return the vehicle

    If you wish to return the vehicle to us, we can arrange this for you. Due to Government guidance our collection process might take longer than usual. So get in touch as soon as you can.

    If your end of contract date is more than 28 days away, you do not need to take any action at the moment. Please come back to us when your end of contract payment date is within 28 days and we will tell you what to do.

    If your end of contract date is within 28 days, you should do the following:

    • Email us at Mbox PCPReturns@lbgassetfinance.co.uk to confirm that you wish to return the vehicle. You will need to include your agreement number. We will be back in touch as soon as we can to arrange collection.
    • If you have not already done so, please cancel your direct debit so that no further payments are made to us. Your agreement will be placed on hold until the vehicle is collected. You will not be charged any late payment fees. We will also ensure that there is no negative impact on your credit file.
    • You must stop using the vehicle with effect from your end of contract date. This is the due date for your optional final payment. You will find this in the reminder letters that we sent you advising that your contract is coming to an end.
    • You must keep your insurance and Road Tax in place until your vehicle is collected.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • You will still have to pay any charges that may be due if you have exceeded the mileage allowance. You will find your mileage allowance and excess mileage rate on your agreement. You will also have to pay any charges that may be due for damage to the vehicle other than fair wear and tear. We will contact you about any charges that may be due AFTER the vehicle has been collected.
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  • 2.
    I want to exercise my right to terminate my agreement.

    I want to exercise my right to terminate my agreement If you want to end your agreement and return the vehicle, please send an email to Collections.VTMailbox@lbgassetfinance.co.uk.

    You will need to include your agreement number and a telephone number so that we can call you back. We will call you back as soon as we can to explain how this works. We are receiving a very high number of calls and emails at present so it may take us a few days to call back.

    Due to Government guidance our collection process might take longer than usual. So get in touch as soon as you can.

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  • 3.
    Maintaining My Vehicle During Coronavirus.

    I am not using my vehicle due to coronavirus, how should I maintain it?

    We ask that you ensure the vehicle is maintained in accordance with the manufacturer’s handbook including topping up oil, water and tyre pressures regularly.This includes ensuring your MOT is in date.

    Please read the AA’s advice on how to look after your vehicle if you are not using it regularly. For diesel cars (from 2009) fitted with a Diesel Particulate Filter (DPF) please read the AA’s advice on how to maintain the performance of the DPF.

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  • 4.
    I cannot get my vehicle to a garage for MOT.

    You don’t need to worry about this. The Government has agreed a 6 month extension for MOTs so you can continue to use the vehicle as long as it is in a roadworthy condition.

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Manage my account online

You can use our online service to complete the actions below. You will need to log on to your account using your date of birth, postcode and agreement number. You then need to click on the relevant button.

  • 1.
    Change my payment date

    You can change your payment date online. Select the ‘change payment date’ button. You will be shown the amount that will be due for changing your payment date. You will need to make the changes at least 5 days before your next monthly payment is due. If you are unable to process a payment date change online, you can call us on 0333 202 7969.  

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  • 2.
    Make a payment

    You can make a payment online. Select the ‘make a payment’ button. You can also make a payment by calling us on 0333 202 7969 and selecting the ‘make a payment’ option.

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  • 3.
    Change my address

    You can change your address online. Select the ‘update address’ button and you can input your new address.

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  • 4.
    Change my bank details

    You can change your bank details online. Select the ‘update bank details’ button and you can input your new bank details.

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  • 5.
    Request a settlement figure

    You can obtain a settlement figure online. Select the ‘settlement figure’ button. You can also obtain a settlement figure by calling us on 0333 202 7969 and selecting the settlement figure option.

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  • 6.
    Request a statement

    You can obtain a statement of account online. Select the ‘request a statement’ button.

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  • 7.
    Update contact details

    You can update your contact details online. Select the ‘update contact details’ button.

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  • 8.
    Check my account details

    You can check details of your account online. You can check the balance, term, APR, last payment date and amount, and your next payment date and amount.

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  • 9.
    Telephone opening hours

    Please self-serve where possible in the first instance.

    Our opening hours are –

    • Monday – Friday - 9am-5pm
    • Saturday - 9am-1pm
    • Sunday – Closed
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