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COVID-19 FAQs

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’ve been impacted by COVID, 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 contact our specialist COVID-19 support team by clicking on the “Chat with us” banner on the bottom of this page and select “Covid-19”. We will then work with you to put in place a solution that’s personal to you.

If I miss a payment because of being affected by Coronavirus, will my credit rating be affected?

If you think you are at risk of missing a payment then please talk to us.

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 contact our specialist COVID-19 support team by clicking on the “Chat with us” banner on the bottom of this page and select “Covid-19”. We will then work with you to put in place a solution that’s personal to you.

Missing a payment may have an impact on your credit score, so it’s important to get in touch with us before this happens.

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 contact our specialist COVID-19 support team by clicking on the “Chat with us” banner on the bottom of this page and select “Covid-19”. We will then work with you to put in place a solution that’s personal to you.

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 now fall due, as any payments deferred as part of the payment break will be collected after your agreement would otherwise have ended if you had not had a full payment break.

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.

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

If we’ve agreed a payment break with you then this will not have a negative impact on your credit file, however, if you don’t start payments when they are due after the break or if you had pre-existing arrears, then this could affect your credit score.

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.

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.

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.

Please contact our specialist COVID-19 support team by clicking on the “Chat with us” banner on the bottom of this page and select “Covid-19”.

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. Press ‘Chat with us‘ in the lower right-hand corner

2. Choose ‘Re-activate my direct debit’ from the main menu.

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 your agreement would otherwise have ended if you had not had a full payment break.

Free impartial debt advice

If you need free impartial debt advice, here are the details of some organisations who could help:

StepChange

  • Tel: 0800 138 1111
  • Click here for the website

National Debtline

  • Tel: 0808 808 4000
  • Click here for the website

Citizens Advice

  • Tel: 03444 111 444
  • Click here for the website

Money Advice Service

  • Tel: 0800 138 7777
  • Click here for the website

FCA information for consumers

  • Click here for the website

Money Advice Service Tool

  • Click here for the website

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

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