Have questions, issues or need advice? Contact us

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.

  • Will financial support impact my agreement with Oodle or my payment term?

    A full payment break or a reduced payment option is not a variation of your agreement.  

    Effect of a full payment break granted under the FCA deferrals guidance: 

    The total number of monthly payments still due and the total amount payable 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.  

    Effect of a reduced payment option (partial payment break) granted under the FCA deferrals guidance:  

    We will allow you to pay reduced monthly payments during a reduced payment option period, typically followed by increased payments, for the remaining term of your agreement, to make up the difference (i.e. spreading the underpaid amounts from the reduced payment period in equal amounts between the number month remaining under your agreement). The total amount payable will remain the same.  

    If your financial situation at the end of the reduced payment option period does not allow to make up the difference over the remaining term, we will seek to find an alternative solution appropriate for your circumstances.  

    Effect of “tailored support” granted under the FCA tailored support guidance: 

    If you have already been granted full payment breaks or reduced payment options (or a combination of these) of up to 6 months in total, or where you’re not/no longer eligible for either of these options, we may grant you an alternative form of support, which could include agreeing to accept a payment arrangement for a period of time. Such alternative forms of support will usually be regarded as payment arrangements. We’ll provide more details as applicable. 

  • Why do I need to complete Income and Expenditure assessment with Tully?

    We work with all our customers who need financial assistance due to Covid-19. We require all applicants to complete an Income & Expenditure assessment. This will allow us tailor support options to your individual financial circumstances.  

    Tully is a trusted partner of Oodle and is authorised and regulated by the Financial Conduct Authority. Tully helps you build a realistic budget by going through your income and expenditure so you can understand what you can afford to repay.  

    Tully’s budget building tool is available online 24/7 so you can complete the journey when it suits you. It will only take about 20 minutes. Tully have helped over 16,000 people like you to get the help and support needed, before and during the Covid-19 pandemic.

  • How does Tully work? Who will see my data?

    All you need to do is tell Tully a little bit about you, share your online bank statements and they’ll work with you to build an accurate budget quickly and easily. 

    With your consent, Tully will use your online bank statements to build your budget, so you don’t have to spend hours searching through paperwork to figure out what you earn and spend. The process of sharing your bank statements has been developed by the UK’s largest banks and is used by over 2 million people and small businesses across the UK. 

    Once you have built your budget, you will be able to share it with Oodle. Oodle will only receive your income and expenditure by category. This allows us to tailor support to your circumstances without access to each transaction.  

    Your data will be processed in accordance with both Tully’s and Oodle’s privacy policies, you can read both of them at the links below. Both companies follow strict GDPR guidelines and will be collecting, storing and processing your data in accordance with the regulations. 

    Tully’s privacy policy

    Oodle’s privacy policy

  • What should I do if I cannot access Tully?

    A small number of customers may experience technical difficulties when accessing Tully, for example if their bank does not support sharing online bank statements yet.  

    If you cannot build a Tully budget, please request a call from our Covid team by filling in this short form. Our team will then perform an income and expenditure assessment by phone. This typically takes 30-40 minutes. We will also ask you to send recent bank statements by email to evidence the need for financial support from Oodle.

  • How would missed Oodle payments or financial support impact my credit file?

    If we have agreed a full payment break or a reduced payment option with you, a worsening status will not be reported to your credit file during that period. However, lenders may take into account other information when making future lending decisions, including, for example, information provide by applicants or bank account information.  

    At the end of the reduced payment period, if you keep up to date with the increased payments, this will not negatively impact your credit file, and will not be reported as a payment arrangement. If you cannot make the increased payments, an alternative solution, if agreed, could have an impact on your credit file. We will provide you with more detailed information if this applies to you.  

    Pre-existing arrears on your account before either a full payment break or reduced payment option will continue to be reported to your credit file until they are brought up to date, unless we make alternative arrangements with you. 

    It is important to note that if you don’t start making payments again when they are due after the break, then this is likely to affect your credit file. 

    Missed payments are likely to impact your credit file. If your ability to make your normal monthly payments is impacted by Covid-19, please contact Oodle as soon as possible. 

    If we grant you a form of tailored support, this is likely to be regarded as a payment arrangement, and will affect your credit file. We will provide you with more detailed information if this applies to you. 

    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. 

  • Do I need to keep my Direct Debit active?

    It’s really important that you don’t cancel your Direct Debit.  

    If you are on a payment break, we will pause Direct Debits for the duration of the payment break and will resume them automatically afterwards.  

    If you are on a reduced payment plan, we will adjust the Direct Debit to your reduced payment amount.  

    If you have already cancelled your direct debit, we need you to reinstate it as soon as possible. This can be done in just a few minutes 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

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

    In the case of a full payment break, it’s important to bear in mind that any insurance, warranty, MOT or other add-on product, such as breakdown cover which you might have arranged for your vehicle might not cover the period during which the final repayment(s) now fall due because the 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 insurance, warranty or other add-on product to discuss the options they might be able to offer, as well as ensure the vehicle remains up to date with MOT and servicing as required. 

    The payment break could also therefore have had a negative impact on the value of the vehicle when you become the owner, depending on vehicle values at that time. 

    You will need to continue to insure and care for your vehicle during any full payment break or reduced payment option period, and in addition, for the final months of repayments which have been deferred in the case of a full payment break.

  • Who can I speak to if I have more questions?

    If your financial support is due to expire soon or your circumstances have changed, please fill in this short call request form and our Covid team will be in touch.  

    If you are experiencing technical difficulties building a Tully budget, please fill in this short call request form and our Covid team will call you to perform an income and expenditure assessment by phone.  

    We aim to call all customers within 5 working days but may to need to prioritise most vulnerable customers in the order of their payment date.   

    Alternatively, you can call our customer service team on 01865 477826 who can answer your questions or arrange a call with our Covid specialist team for you.  

  • Where can I get 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

    Citizens Advice

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

    National Debtline

    • Tel: 0808 808 4000
    • 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

Let's Chat

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