Frequently asked questions

Here are answers to some common questions we receive from our customers that you might find helpful.

If you can’t find an answer to your query here, then please get in touch.

How can I make a payment?

You can make a payment by any one of the following methods:

Debit card
Direct Debit
Standing Order
Cheque

For more information visit make a payment.

Can I change my payment date?

Yes, you can change your payment date. We understand your circumstances don’t always stay the same and this may mean you need to change your payment date. We can do this if you get in touch but would remind you that it is important that you continue to make payments every calendar month, regardless of the date.

Can I pay my account in full?

Yes, you can request a settlement figure if you get in touch. This figure will be calculated and you will be advised what you need to do next.

I've moved house, what do I need to do?

It's really important that we are able to contact you in case we need to discuss your account. So if you have recently moved house, or are about to move, please get in touch so we can update our records.

I've changed my name, what do I need to do?

If you have changed your name then it's really important that we update your account to reflect this. In order to change the name on your account, we need you to send us an official document showing your new name. You can send certified copies or originals. If you send originals these will be returned by recorded delivery as soon as we have updated our records. Please send your documents to:

Moorgate Loan Servicing
PO Box 16140
Solihull B91 9HH

I need advice about my debts, who can help?

If you are experiencing financial difficulties, you may want to talk to an independent advisor. You can find a list of organisations which offer free debt advice and services that many of our customers have found useful on our help and support page.

What happens if I miss a payment?

If you miss a payment then depending upon the type of loan agreement you have with us, you might incur penalty fees or additional interest. Also, your credit file may be affected and this might impact your ability to get credit in the future.

We will contact you to discuss your account and assist you if you are facing financial difficulties. You may also find our help and support section useful. For those accounts where penalty fees or additional interest could be incurred through late payment, please see our general fee tariff.

Can I nominate someone to deal with my account?

Yes, we will be happy to discuss your account with any company or person you nominate. However, before we can do this, you need to complete a third party consent form. Once complete and signed please post to:

Moorgate Loan Servicing
PO Box 16140
Solihull B91 9HH

If you change your mind and don’t want us to discuss your account with the nominated third party, you will need to get in touch to let us know.

How do I make a complaint?

We are always seeking to improve the level of service we offer, so if you are unhappy with the service you have received please let us know. We welcome and value your feedback and will endeavour to resolve any issues quickly.

Please contact our dedicated customer relations team on 0345 849 4108 or email them at customer.relations@moorgateloanservicing.co.uk

Alternatively, you can write to:

Customer Relations Manager
Moorgate Loan Servicing
PO Box 16140
Solihull B91 9HH

If we are able to resolve your complaint within three working days, we will send you written confirmation of this.

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

• Let you know the outcome of our investigation
• If appropriate, advise you of what we intend to do to rectify the problem
• If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

If you are still not satisfied with the response you receive, you can take up your complaint with the following organisations:

 

The Finance & Leasing Association is the UK’s leading trade body for asset finance, consumer finance and motor finance sectors.

www.financeleasingassociation.co.uk


The Financial Ombudsman was set up by Parliament to sort out individual complaints that consumers and financial businesses are unable to resolve themselves.

www.financial-ombudsman.org.uk


The Credit Services Association (CSA) are a national association in the UK for companies active in the debt collection and purchase industry.

www.csa-uk.com

What is an income and expenditure form?

From time to time you may be asked to complete an income and expenditure form. This form asks you to list your incomings and outgoings so that we can assess affordability and review your payment arrangement, to ensure it continues to be affordable for you.

Affordability is assessed in accordance with guidelines issued by several industry financial bodies (Finance & Leasing Association, British Banking Association and Money Advice Trust).

Income and expenditure forms are available in our help and support section.

What is the Litigation Department?

If a customer is involved in legal proceedings, this team processes appropriate papers on behalf of the business, and liaises with third parties and courts as required.

What is the Recoveries Department?

Our team work with customers to make suitable payment arrangements in line with customer affordability to help them repay their outstanding balance on terminated accounts.

Moorgate Loan Servicing administer accounts on behalf of third parties – what does this mean?

We do not own your account, but instead we have been employed to manage your account by the owner on their behalf. This means that we will manage everything to do with your account including: providing you with information, updating your account records and applying payments to your outstanding balance. If you have any questions about this, then please get in touch.

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