Whether you have a question about applying for finance, finding a car, or how to manage your existing account, you'll be able to find lots of support right here. 
Or, head to the bottom of this page to see how to get in touch. 

Get answers to the most frequently asked questions.

We all experience difficult times in our lives - you're not alone. You'll find help and links to useful contacts and resources below.  Remember, we may be able to help if you’re experiencing any of these challenges so please do talk to us.

If you've got a question about your account, the easiest thing to do is to get in touch on our live chat.

Whether you have a question about applying for finance, how finance works, finding a car, or how to manage your existing Oodle account, you'll be able to find lots of support right here.

Help Centre | Oodle Car Finance

Can I get Oodle finance if I have a student overdraft?

Having a student overdraft appears on your credit file, but shouldn't affect your credit rating unless you exceed the limit or don't pay it back on time, so we should be able to help you.

We’ll need to carry out a credit check, so making sure that you’re paying everything on time, and that you’re on the electoral roll will be a big help. 

We also welcome applications with a joint customer if you feel that might be a better choice for you.

We'll take a number of factors into account here - how long ago you declared bankruptcy, what your current credit rating is like, and whether you can realistically afford to commit to regular monthly payments.

Unfortunately, we don't offer joint applications right now.

Where do I go for new finance as an existing customer?

If you're already an Oodle customer, you'll need to email Application Enquiries or call us on 01865 475040

When you apply, we'll need to do some ID and fraud checks. 

We’ll always need a picture of your driving licence, to prove that it's you and that you are legally allowed to drive in the UK. Make sure you check your driving license is in date before applying. 

Proof of your UK residence at a fixed address for a period of at least three years

We’ll also use electronic verification checks through a reputable third party such as Credit Industry Fraud Avoidance System (CIFAS).

Deposits help secure your new car, and are usually 10% of its value. 

You can either pay the deposit yourself, or you can add it to your monthly repayments. Let us know what works best for you.

Where can I see cars from Oodle Approved dealers?

Our online marketplace makes it super-easy to find the car you love at a price you can afford from our approved dealers.

You can search thousands of cars that have been checked, serviced and MOT tested, and buy with confidence.

What is Open Banking and why am I being asked for it ? 

Open banking is a service that allows customers of UK banks to share some of their financial details with authorised businesses. 

It allows customers to authorise their bank to share the electronic equivalent of bank statements quickly and simply. If you use Open Banking your bank will only share data with businesses you authorise, and you can withdraw that consent at any time. 

Businesses that use open banking are regulated by the Financial Conduct Authority. These businesses are varied, but include those who provide tools to manage your money in one place and finance companies, such as Oodle. 

A business asking for Open Banking access should always tell you what data they will access, how they will use it and how long they will access it for. 

At Oodle we use Open Banking in two ways: 

If you apply for finance we want to make sure it is affordable for you. To help us do this we may ask you for documents such as bank statements. You can use Open Banking to share this information in minutes, so its simpler and quicker for you. 

If you are struggling with your payments on existing Oodle Finance we will try and help you. To better understand your financial position and how best to help you we might ask for access to your bank statements via Open Banking. You can provide this information manually if you wish but using Open Banking makes the process easier and quicker. 

If you want to learn more about Open Banking, click here. 

To understand more about how we use your personal data accessed via open banking, please see our privacy notice here .

Our summary puts you in control and lets you buy with confidence.  We’ll show you:

The interest rate and the APR you’ll be paying

An overview of the finance we’re offering.

We know how busy life is, and using our latest technology means that we’ll usually be able to give you an answer in seconds.

We may sometimes need to review your application in a little more detail to check our finance is right for you.

You may come across the option to purchase fee at one of two points during your agreement. This one-off fee is an administrative charge to cover the work Oodle has to do to transfer ownership of the vehicle to you.

If you wish to repay your finance and “purchase” your vehicle before the end of your agreement; or

At the end of your agreement along with your final payment (if you want to become the owner of the vehicle at the end of the agreement).

We’ll send you a unique verification code in an email, with a link to the e-sign website. From here, we’ll ask you to confirm your personal details and we’ll check your driving licence details.

You can then check the details of your pre-contract information and your finance agreement, and enter the unique code from your original email if you’re happy to go ahead. 

The last step is to set up your Direct Debit, then you’re good to go.

What do I do about errors on my Credit Reference Agency (CRA) report?

Information in your credit file can only be changed or removed if it is incorrect or out of date. 

If there are incorrect listings on your Credit Report Summary, you should first contact the organisation that provided the incorrect detail.

If they do not resolve the issue, you can also contact the relevant CRA and explore their corrections process.

When you borrow money, you are charged an interest rate. With our finance, the rate we offer depends on your credit profile. The interest rate is fixed at the same rate throughout the finance agreement.

The amount of interest payable on the amount you are borrowing is combined with any fees and charges payable under the agreement, to calculate an annual percentage rate (or APR). This is designed to help you compare offers from other finance providers. 

The amount of interest is included in your monthly payments and you agree to it upfront when you sign your agreement. 

The fees and charges payable are also set out in your agreement. At Oodle, these are a one-off "document fee" which is payable with your first monthly payment, and an "option to purchase fee" which you pay with your final instalment. Typically each of these is fees is £1.

These CRAs create, update and hold your credit file. They gather information about your credit history, put this into a credit file and calculate a score for you based on this information. In turn, lenders will ask one or more of these agencies for information about you when they are assessing your credit application.

Each CRA is sent information by lenders about the credit you have and how you manage it. Other information, such as public records like the electoral roll, is also sent to the CRAs and forms part of your credit file. Once a CRA has enough information on you, they will generate your credit report and calculate your credit score.

Your Experian, Equifax and TransUnion scores may be slightly different because not all lenders report to every CRA. Some lenders only report to one or two CRAs, whereas others will report to all three.

CRAs also have different maximum scores. Experian’s score is out of 999, TransUnions’ is 710 and Equifax has 700. 

So, your credit score might be 459 with Equifax, 999 with Experian and 609 with TransUnion, even with the same information. This is nothing to worry about — as long as your information is accurate, this won’t affect your creditworthiness.

Credit brokers are individuals or companies that help link someone looking for credit, with a company willing to provide it. 

You will not be required to pay Oodle introducers any fees relating to the finance. Oodle pays any commission which may be due to our introducers as part of our commercial agreement with them.

Equity is the difference between your finance account and the value of your car. E.g., if your car is worth £6,000 and there’s £4,000 left to pay on your account, there is £2,000 equity in your car. 

Negative equity would occur if the value of your car fell below the amount of finance left on your car finance agreement. We may be able to offer "negative equity finance" under a Multi-Part Agreement (MPA) if it meets certain criteria. This would mean you could add the outstanding amount remaining on an existing finance agreement to your new finance deal with Oodle.

The General Data Protection Regulation (GDPR) grants data subjects the right to access any personal data an organisation holds on them. This is known as a data subject access request (DSAR). You can request a DSAR from Oodle at any time by emailing DSAR@oodlefinance.com

The Financial Conduct Authority (FCA) is a UK financial regulatory body that operates independently of the UK government. 

The FCA works to ensure that consumers receive the service they deserve and that the UK’s financial market remains honest.

Hire Purchase (also known as HP) is the type of finance that we have available at Oodle.

It means that your monthly payments cover the ‘hire’ of your car and that you don’t own it until you have paid in full (including the "option to purchase fee"). 

It’s important to let us know if you need any support with your payments as early as possible so that we can try and help keep you on the road.

The amount of interest payable on the amount you are borrowing is combined with any fees and charges payable under the agreement, to calculate an annual percentage rate (or APR). This is designed to help you compare offers from other finance providers.

A multi part agreement (MPA), is when the your arrangement includes a number of different elements, e.g. Hire Purchase, Part Exchange (with negative equity), and Addons (ie paint protections or warranties). It will always include Hire Purchase.

PCP is a personal contract purchase of personal contract plan. This is an alternative way of buying/hiring a car via finance. The PCP incorporates a balloon payment at the end of the agreement which is based on the Guaranteed Future Value of the car

It’s a different type of finance to Hire Purchase (HP), Oodle currently only offers Hire Purchase finance.

Underwriting is the term used by finance providers to assess the risk of lending money to someone. 

Our underwriting process uses the latest online technology to review your application.

A VIN is a Vehicle Identification Number. 

Every vehicle in the world has unique VIN. Just like a fingerprint, no two vehicles will ever have the same VIN.

warranty as a short-term guarantee on the car you buy, e.g., free 30-day cover, or to cover certain problems. Oodle offer finance for certain type of warranties under the MPA. It’s possible to pay extra for longer warranties if that’s what you want. These warranties are usually backed by an insurance company.

It’s important to remember that warranties won’t cover wear and tear or accidental damage, and might have limits on the value or number of claims you can make during the period of cover, or which problems are covered. 

Warranties can be useful and give you some peace of mind, but you need to be clear on what’s covered and what isn’t. we may be able to offer finance for certain types of warranties under your new finance deal with Oodle.

I need help applying for finance

You'll only see cars from Oodle Approved dealers on our marketplace. This means that the dealer has been checked and vetted by our team, and that they meet our standards.

We don’t offer finance for cars from private sellers.  

You can buy a car from any trusted dealer, confident that the car has been checked, vetted and MOT'd.

What if I want to finance a car I've found elsewhere?

Once you have a finance pre-approval with us, you'll be able to tell us about a car you've already found. Our team will be on hand to guide you through and provided the dealer meets our minimum critera, we should be able to finance the car for you. Just so you know, you'll be responsible for arranging delivery/collection with the dealer.

You’ll need to make sure that your car is always insured with a fully comprehensive policy and not Third Party only cover.  This is because you don’t own the car until the final payment on your account has been made and the option to purchase fee paid.

You can collect your vehicle from the dealer’s premises or take advantage of any delivery service provided by the dealer. However, Oodle also offers an optional delivery service at a reasonable cost which you may wish to take up, available on any car on our online marketplace. Our Oodle Team will be able to guide you through the booking of your delivery. Costs are calculated by mileage by our delivery partner who will deliver your vehicle and payment can be made using a debit card or bank transfer. 

Terms and conditions apply to the delivery of vehicles under the Oodle delivery service and to their return under the seven day return guarantee.

On arrival, our delivery specialist will be on hand to show you around your new car, answer any questions, and make sure you’re comfortable with how everything works. And don’t worry, we’ll leave at least a quarter tank of fuel so you can take it out for spin.

What happens if I notice damage to the vehicle at delivery?

If you notice any damage which you weren’t already aware of, please point out the damage to your delivery specialist who will send images back to our team. Our aftercare team will be in touch to help get things sorted.

How does Oodle's 'seven day return guarantee' work?

If you've bought a car on our online marketplace and opted for Oodle delivery, it comes with our seven day return guarantee. If you need to make a return, please contact us by phone or email. Providing the car hasn’t been damaged or driven over 200 miles, the guarantee is valid until 7pm on the 7th day after your delivery.

How do I return my vehicle under the seven day return guarantee?

 You can deliver it back to the dealer’s premises . Where you used Oodle delivery, our team will effectively complete your home delivery in reverse. We will confirm a convenient date for our delivery specialist to come to your home to collect the vehicle, free of charge.  We will refund the cost of  the original delivery or if you decide to purchase an alternative Oodle vehicle the delivery of that vehicle will be free of charge.  Please make sure all keys, documents and extras such as SD cards are in the vehicle ready for collection, and that you've removed all of your personal belongings.

Do I need to keep the vehicle taxed and insured if I’ve requested a return?

Yes please, we ask that you keep the vehicle taxed and insured until it has been collected. This shouldn’t be more than 3 days from the point you action the return.

What should I do if I need to change my seven day return collection date?

You can contact our aftercare team to change your collection date. Please remember that you can’t drive the vehicle more than 200 miles and any damage caused could impact your eligibility to return the vehicle.

I need help finding a used car

For existing account enquiries, please contact the Account Enquiries team on 01865 477826.

How can I find out my full settlement amount?

 You can download our mobile app (iOS or Android), or log into our Customer Portal, and request a settlement figure from there. You can also head to 'Chat with us' at the bottom of this page and select 'settle my agreement'. The figure will not include MPA loan add-ons and negative equity loans.

 If you want to repay your agreement early you will need to request a settlement figure. The settlement figure is valid for 28 days - if you're unable to pay that amount within 28 days, you'll need to request a new settlement figure.

Please download our mobile app (iOS or Android), or log into our Customer Portal, to request a settlement figure. You can also use the ‘Chat with us’ feature at the bottom right of this page,

You can make partial early settlements as well at any point during your agreement, to reduce what you owe.

Please note: If you'd like to make a partial early settlement, you'll need to tell us that is what you want to do before or at the time that you make the partial payment. The figure will not include MPA loans, add ons and negative equity loans.

How do I settle any add-ons or negative equity as part of a Multi-Part Agreement (MPA)?

A Multi-Part Agreement allows you to add extras and add-ons to your finance agreement, including things like certain types of warranties and maintenance.

You can settle your Oodle finance by selecting 'Request a Settlement Figure' from our app (iOS or Android), from our Customer Portal and from the 'Chat with us' feature on the bottom of this page. This will show you how much you need to pay to settle the finance for the vehicle. If you want to fully settle your MPA, you'll need to settle any add-ons or negative equity loans first.

Unfortunately, not. We only offer a monthly Direct Debit right now.

If you are struggling to pay this way, please complete and submit the Income & Expenditure form, and we can work together to find a solution that best supports your circumstances. After submission, please give up to 7 days for the Collections team to review your I&E and get back in contact with you.

We can't take payments by credit card. However, you can pay off any arrears by debit card. You can either do this from our mobile app (available for iOS and Android), from our Customer Portal, using the 'Chat with us' feature at the bottom of this page or email us collections@oodlefinance.com or call us on 01865 475060.

If you missed some payments or think you will struggle to make future payments, get in touch and we'll work with you to understand your circumstances and find the right solution for you.

You can set up a direct debit quickly and easily from our mobile app (available for iOS and Android) or from our Customer Portal. You can also head to 'Chat with us' and we'll connect you to a live agent if we need more information

I've changed bank accounts. What do I need to do?

No problem, you can easily change your bank details from our mobile app (available for iOS and Android), or from our Customer Portal. Alternatively you can click on 'Chat with us' at the bottom of this page. Then choose 'Change direct debit details' and select 'Change bank'.

How do I check if my payment has gone through?

 If you're paying an arrears payment, this will take a couple of days to show up on your account. You can view your account by logging in to the Customer Portal.

If you're settling your finance, you'll receive a confirmation email when the payment clears. Just so you know, this can take up to two weeks, depending on how you made the payment.

I bought my car at a dealer - when is my first payment date with Oodle?

The payment date will always be within 45 days of your agreement set up.

If you selected a payment date within 14 days (inclusive of day 14), it is normally taken the following month.

If the payment date you selected is outside 14 days, it is normally taken the same month of setting up your agreement.

Once your agreement and payment date is set up, we can’t change the payment date until the first payment has been taken.

 We can’t arrange regular over-payments on your agreement. However, you may make lump sum reductions (otherwise known as a “partial early settlement”) or fully repay your agreement early. Please let us know this is what you want to do before or when you make an early settlement payment.

By making either partial or full early repayment, you may be entitled to a rebate on interest, which will reduce the total amount payable. That way, you end up paying less for the vehicle.

My financial circumstances have changed, what support can you offer?

The best thing to do is to get in touch so that we can talk you through the support options available. We'll try to understand your current circumstances and financial commitments to find the right option for you.

Please complete and submit the Income & Expenditure form, and we can work together to find a solution that best supports your circumstances. After submission, please give up to 7 days for the Collections team to review your I&E and get back in contact with you.

No problem, you can easily change your payment date from our mobile app (available for iOS and Android), or from our Customer Portal. Alternatively you can click on 'Chat with us' at the bottom of this page. Then choose 'Change direct debit details' and select 'Change payment date'.

You can easily let us know your new address from our mobile app (available for iOS and Android), or from our Customer Portal. You can also click on 'Chat with us' at the bottom of this page and select 'Change personal details', followed by 'Change address'.

How can I remove the other person on my joint applicant agreement?

The only way to exit a joint finance agreement with Oodle is to either settle the finance agreement with payment in full or part-exchange the car through a dealer and take a new finance agreement out with us in your own name.

How do I change the name on my finance agreement?

You will have to speak to an agent to change your name on your finance agreement. Just go to 'Chat with us' at the bottom of the page and select 'Change personal details' and we'll get it sorted it for you.

What if I'm having problems with my new car?

Your first port of call for any problems with your car is the dealer who supplied the car, who should be able to sort the problem quickly for you.

If this isn’t possible, or you need any support, please contact Dealer queries on 01865 477827 or email dealers@oodlefinance.com

If you're having problems with your car, head to 'Chat with us' and select 'All other queries' where a Customer Service agent will be able to help you.

How do I transfer my current agreement to a new lender?

Head to 'Chat with us' and select 'All other queries' where a Customer Service agent will be able to help you.

With a hire purchase agreement, you will only own the car when you have made your final payment, including paying the "option to purchase fee", (or you pay the early full settlement payment) and this has been processed by Oodle, who will send you a communication by letter or email to confirm that your account has been paid and closed.

Please get in touch with us before making any changes or additions to your vehicle. We will then confirm whether or not it's an acceptable change. Unless you have written consent, you're not permitted to make any alterations. 

If you need more information, please click on 'Chat with us' and we'll redirect you to an agent.

If you want to add a private number plate to your car, you need to tell us and get our consent before changing the number plate. You'll also need to inform the DVLA. Please make sure you keep the original number plate in a safe place. We ask you to do this so that if the vehicle needs to be returned to us for any reason, you can change the plates back to the original plates before the car is returned to us, and you can keep your personalised plates. If you return the car with a private number plate still attached, the number plate will become our property and we will be entitled to sell the vehicle along with the private plate, as per the terms of the agreement.

We're sorry to hear this. The first thing you'll need to do is dial 101 and ask to be put through to your local police. Make sure you have your vehicle’s registration number, make, model and colour to hand. The police will give you a crime reference number (CRN) which you'll need when you call your insurance company to make a claim. Make sure you then get a reference number from your insurance company. Once you have your CRN and insurance reference number, please call us at 01865 475028. The police will tell DVLA about the theft and if the vehicle is found.

Every car on our online marketplace comes with our seven day return guarantee. If you need to make a return, please contact us by phone or email. Providing the car hasn’t been damaged or driven over 200 miles, the guarantee is valid until 7pm on the 7th day after your delivery.

Our team will effectively complete your home delivery in reverse. We will confirm a convenient date for our delivery specialist to come to your home to collect the vehicle. Please make sure all keys, documents and extras such as SD cards are in the vehicle ready for collection, and that you've removed all of your personal belongings.

Yes please, we ask that you keep the vehicle taxed and insured until it has been collected. This shouldn’t be no more than 3 days from the point you action the return.

If you'd like to make a complaint, please email our Complaints Team or call us on 01865 475050. We'll look into this for you as quickly as possible.

I'm already an Oodle customer

If something is/will prevent you from making your payments, we want to support you. Our team has received specialist training to assist our customers who may be experiencing difficulties maintaining their payments.  

Please complete the Income and Expenditure form, and we can work together to find a solution that best supports your circumstances

If you need to make a payment, you can do this by one of the following methods: 

Bank Transfer - Account Name: “Oodle Financial Services Limited”, Account number: 73692213, Sort code: 40-05-30 (please ensure you use the agreement number and surname as your reference)

Log in to the Customer Portal (you will need to use the email address associated with your agreement).

Here are some things you can do to improve your credit score:

 Register on the electoral roll. If your names not on there, you’ll find it much harder to get credit.

 Pay your bills on time. This proves to lenders you’re capable of managing your finances. 

 Keep your credit card low. Try and keep your credit utilisation at 25% or lower. 

 Check if you’re linked to another person. Even if they’re your loved one, if their credit rating is low and you have a joint account it could affect your personal rating.

 Clear any existing debt. Lenders are less likely to lend to you if you already have a lot of existing debt.

We use the following credit report agencies:

Many of us will experience times of financial uncertainty, during our lives. There are many organisations designed to support and guide us through these times. The first step is reaching out.

Several organisations offer free impartial debt advice and may be able to help, so it’s worth contacting them. Here are the details:      

StepChange Tel: 0800 138 1111 Web: www.stepchange.org   

National Debtline Tel: 0808 808 4000 Web: www.nationaldebtline.org   

Citizens Advice Tel: 03444 111 444   Web: www.citizensadvice.org.uk   

Money Helper Web:  https://www.moneyhelper.org.uk/en Tel: 0800 138 7777 

FCA information for consumers: https://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus 

Open Banking is a service that allows customers of UK banks to share some of their financial data with authorised businesses.

It allows customers to authorise their bank to share the electronic equivalent of bank statements quickly and simply. If you use Open Banking your bank will only share data with businesses you authorise, and you can withdraw that consent at any time.

Businesses that use Open Banking are regulated by the Financial Conduct Authority. These businesses are varied but include those who provide tools for managing your money in one place and finance companies such as Oodle.

A business asking for Open Banking access should always tell you what data they will access, how they will use it and how long they will have access to it for.

At Oodle we use Open banking in two ways:

If you apply for a new loan we want to make sure it is affordable for you. To help us do this we may ask you for documents such as bank statements but you can also use Open Banking to share the same information in minutes, so it is simpler and quicker for you.


If you are struggling with your payments to an existing Oodle loan we will try to help you. To understand your financial position and how best to help you we might ask for access to your bank statements via Open Banking. You can provide this information manually if you prefer but using Open Banking makes the process easier and quicker.

If you want to learn more about Open Banking, click here.

To understand more about how we use your personal data accessed via Open Banking, please see our privacy notice here.

Money problems

if you or a loved one are dealing with a life changing illness, here are some organisations who can offer advice and support:

Dementia and Alzheimers - www.alzheimers.org.uk

Redundancy -  www.gov.uk/guidance/redundancy-help-finding-work-and-claiming-benefits

Separation and divorce - www.relate.org.uk

Disability - www.gov.uk/financial-help-disabled

You can talk you through the options available to you, including nominating a Third-Party authority who can act as a point of contact giving you one less thing to think about during this difficult time. Please contact our customer services team on 01865 477826 or use the 'Chat with us' function at the bottom of the page to discuss further

You can find general information on POA on the Government site below. 

Difficult times and illness often take us by surprise and can impact our finances and our well-being. If you are experiencing an illness or a particularly difficult period in your life that could impact your ability to manage your finances, please contact our customer services team on 01865 477826 or use the 'Chat with us' function at the bottom of this page to discuss further.

If you are already in arrears then please contact Missed Payments/Collections on 01865 475060 or email collections@oodlefinance.com to work together to find a solution that best supports your circumstances. 

Difficult times & illness

We’re very sorry for your loss. We'll try to make the process as easy for you as possible. Managing someone’s financial affairs following their death can seem overwhelming and complicated. We understand. 

Contact our Customer Services team on 01865 477826 or use the 'Chat with us' function at the bottom of the page and we can guide you through the process.

What you will need when you contact us: 

·       The full name of the agreement holder

·       The registration of the vehicle

·       Your relationship to the agreement holder

·       Copy of the death certificate 

We will then send out a letter that explains everything you need to know about options and next steps.

Contact the Bereavement Register to stop unwanted post

Visit: What to do after someone dies: Tell Us Once - GOV.UK (www.gov.uk)

Visit: https://www.deathnotificationservice.co.uk/

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