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Coronavirus / COVID-19 FAQ’s

We have the privilege of talking to thousands of customers like you every day and we are trying our best to support you all. We thought that others may benefit from reading some of our most commonly asked questions coming in through our call centres, relating to COVID-19 and your finance with us. We hope these will be useful.

I have been financially impacted by COVID-19 coronavirus, how can you help?

Everyone’s position will be different, so it’s important that we discuss your individual situation with you.

Our dedicated COVID-19 Task Force is here to help, and we have a number of options available to support our customers that are in financial difficulty, which include 3-month payment breaks for all those that need it.

Please complete the COVID-19 Request for financial support (covid.oodlecarfinance.com) and we will do the rest of the work to activate your payment break. We will then work with you to put in place a solution that’s personal to you.

Do you need evidence of financial loss, or evidence from a doctor to prove I am affected by COVID-19? What documents will you need to see?

If you are in financial difficulty, then we really want to help you. Please complete the COVID-19 Request form for financial support (covid.oodlecarfinance.com) and we will do the rest.

We will be in touch during payment breaks to make sure this is still suitable for you, based on your financial position at the current time. If additional financial support is required after the 3-month payment break, we will work with you to put a solution in place that’s personal to you. For this reason, we may ask you to send us some more information but we will keep this as simple as possible.

I’m in the process of buying a car – can I still carry on with the process?

Due to the current situation, most car dealerships in the UK have temporarily closed. We’ve also made the difficult decision to pause new lending and close open applications. We’re really sorry if this impacts you. You’ll be able to re-apply when the government have relaxed their restrictions and the dealership you’re sourcing your car from has re-opened.

I’m still waiting on a payout for my car, will this still go through?

Due to the current situation, most car dealerships in the UK have temporarily closed. We’ve also made the difficult decision to pause new lending and close open applications. We’re really sorry if this impacts you. You’ll be able to re-apply when the government have relaxed their restrictions and the dealership where you’re sourcing your car from has re-opened.

If I don’t make my payments, will you repossess my car?

We always evaluate each case on an individual basis, with repossession as a last resort once we have explored all other avenues. If you are at risk of not being able to meet your payments, then please fill in the COVID-19 Request for Financial Support form, and we will be in contact with you to discuss your individual situation and the options available.

I am already in arrears on my account but I am now being impacted by COVID-19. Can you give me a further extension or support?

Everyone’s situation is unique so it’s important that we help you individually, we will do whatever we can to help you. Please fill-in our COVID-19 Request for Financial Support (covid.oodlecarfinance.com) form and we’ll be in touch to see how we can help. Please do keep your direct debit active in the meantime.

Am I able to transfer my current agreement to another provider?

If you’d like to change lender, you’ll need to settle your finance agreement with Oodle and enter into a new agreement with your new provider. To request a settlement figure, just log into the Customer Portal or download the Oodle App, available in iOS and Android. Please use these services as our phone lines are extremely busy helping customers with COVID-19.

What will happen to my credit file if I need an emergency payment freeze/to reduce my payments?

If we’ve agreed a repayment holiday with you then this will not have a negative impact on your credit file.

You can also add a note to your credit file called a ‘notice of correction’ if you want to explain your current situation or make any corrections to entries you believe are wrong. You can contact Experian on 0344 481 0800, Equifax on 0800 0850 650, or Transunion on 0330 024 7574.

I have a warranty arranged with my vehicle, will a payment break effect this?

It’s important to bear in mind that any warranty or other add-on product which you might have arranged for your vehicle might not cover the period during which the final repayments fall due as any payments deferred as part of the payment break will be collected after your original term is completed. You will need to speak to the provider of the warranty or other add-on product to discuss the options they might be able to offer.

Will a payment break mean any changes to my agreement with Oodle?

No, this is not a variation of the terms of your agreement and all terms remain in place during the payment break. You will just need to continue to insure and care for your vehicle during this time, and until your agreement is repaid in full. Remember your loan will last longer as a result of the payment break, with any deferred payments falling after the original term is complete.

Do I need to do anything with my Direct Debit whilst on a payment break?

We will take care of everything for you so please don’t worry.

It’s really important that you don’t cancel your direct debt as after the break period, we will automatically take payment via your direct debit on the next due date following the end of the payment break period.

If you are not able to resume making your usual monthly repayments at the end of the payment break, we will need to agree an alternative arrangement before the end of the payment break period.

We’ll remain in touch with you over the period but if your financial situation changes or you are worried about any longer-term financial difficulty, then please talk to us, either email: covid19@oodlefinance.com or call 01865 477835.
If you have already cancelled your direct debit we need you to reinstate it please, This can be done quickly by following the below steps:

  1. Head over to oodlecarfinance.com
  2. Press ‘Chat with us’ in the lower right hand corner
  3. Choose ‘Re-activate my direct debit‘ from the main menu
Will a payment break effect my payment term?

A payment break will not be a variation of your agreement. The total number of monthly payments still due will remain the same as before your payment break began. You will need to resume making your regular repayments once your payment break period has ended, for the number of monthly repayments still unpaid before the break period. Therefore, the final three repayments will be payable in the three months after your agreement would otherwise have ended. You will own the vehicle once all your payments have been made.

Request financial support

If you’re concerned about your financial position we will need to ask you for information and details of how your circumstances have changed. In order for us to efficiently work thorough each case, we would ask that before you contact us you understand the Government support schemes available. These far reaching and unprecedented measures are designed to provide peace of mind for as many people as possible during these challenging times.

Request financial support

Please be aware we are experiencing very high call volumes related to COVID-19, we are working very hard to get back to you with an appropriate response. Alternatively you can use the Customer Portal to manage your loan.

Still can’t find what you’re looking for? Talk to us

Alternatively you can give us a call or drop us an email. Waiting times may vary

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