Help and support

Your monthly payments will be agreed between yourself and us. Monthly payments vary depending on how much you want to borrow, the size of your deposit and the length of the finance agreement (usually between 12 and 60 months). You’ll pay a fixed monthly amount over the length of your agreement. This is because the interest rate won’t change.

We can finance cars, light commercial vehicles (LCV’s) and motorbikes. We can also finance certain specialist vehicles including classic cars, agricultural and construction equipment.

We offer hire purchase and personal contract purchase products. You can find out more about our products and submit a loan enquiry through our website.

There are several benefits of financing your vehicle, these include:

• A fixed rate of interest and fixed monthly payments.
• Finance that’s secured against your vehicle, not your house or other assets.
• Help when you need us. We have a dedicated and professional team who can offer support if your circumstances change.
• Spreading the cost of the vehicle over an agreed term

With our range of products, we can help you find a product that meets your needs.

Yes. We will however, assess your affordability and make a decision about your ability to repay any additional loans, based upon your individual circumstances.

Yes, you can cancel your application before the purchase of the vehicle takes place. To do this, you or the motor dealer/broker partner will need to contact us.

As part of your finance application, we’ll carry out a credit check, typically through Experian in the UK and Integricheck or Channel Islands Data Services (CIDS) in the Channel Islands. These will leave a marker on your credit file that shows you have applied for credit and can be seen by other lenders who may also need to view your credit file.

We can be flexible according to your unique situation. However, if you have a poor credit rating it’s unlikely that we’ll be able to help you. If you would like to discuss your situation, we suggest calling us on 01534 737341 (Jersey) or 01481 740240 (Guernsey).

You’ll usually find out if we’re able to offer finance within a few hours of submission of the application and supporting information. This can sometimes take longer, for example if we need to carry out additional checks or request further information from you but we’ll do all we can to make this process as swift as possible.

Alongside the checks with UK credit reference agencies (typically Experian) and seeking credit data information from Integricheck or Channel Islands Data Services (CIDS) in the Channel Islands, we review a range of information about your ability to repay your loan, the vehicle you’re looking to buy (where appropriate) and other information about your individual circumstances to make a decision regarding your finance application.

We do not rely solely on computers to make decisions. We take into consideration individual circumstances in making a decision.

We don’t specify an amount, but for vehicle finance, this is typically 10% of the vehicle purchase price albeit we will consider each case on its own merits. Your dealer or broker will be able to give you information to help you select a suitable finance product or call us on 01534 737341 (Jersey) or 01481 740240 (Guernsey).

You can either:

• Complete a loan enquiry form on our website (Close Finance);
• Give us a call 01534 737341 (Jersey) or 01481 740240 (Guernsey); or
• Send us an email (enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860).

Customer due diligence comprises a series of checks that we carry out to prevent fraud and money laundering. It includes checks to verify your identity, which is why we may ask you to provide a copy of your passport, driving licence or utility bill. We are legally required to carry out these checks under the money laundering regulations.

Money laundering is a criminal offence which involves hiding the origins of illegally obtained money. Anti-money laundering refers to the range of activities including customer due diligence, that all financial institutions (including Close Finance) must perform in order to comply with money laundering regulations and to detect and prevent money laundering.

• Check for disguised or incorrect links in the email.
• Inspect the email header information to verify whether the sender’s address is legitimate.
• Check if the email is from a company or person you don’t recognise. If the email is coming from someone you regularly communicate with, compare the new message against older ones.
• Does the display name look the same for all emails? Is the email signature the same?
• Look for deceptive domains and spellings in email addresses.
• Watch out for uncommon uses of the email Bcc field.
• Don’t ignore unusual spelling and grammatical errors.
• Ask yourself whether the language seems fishy, pushy or urgent.
• Ask yourself if email attachments are unsolicited or unexpected.

When communicating with you via email enclosing any confidential information, this will be sent to you on a suitably encrypted basis.

Your repayment date will usually be one month after you sign your agreement. You can however, make a request to change the payment date by calling us on 01534 737341 (Jersey) or 01481 740240 (Guernsey).

You will need to contact us on 01534 737341 (Jersey) or 01481 740240 (Guernsey) to request additional copies of your finance agreement.

You will need to agree a delivery or collection date with your dealer/broker.

You will need to contact us to discuss your options by calling:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Once your vehicle finance is in place, you will need to arrange collection or delivery of your vehicle from your dealer/broker. For other loans, we will arrange payment to your bank account (unless other payment arrangements are agreed as part of the loan terms).

Within the first seven days of your finance starting, we’ll send you a welcome pack which will include your finance agreement.

Please take time to read the communication carefully and check that all the information is correct.

If any of your details are incorrect, please let us know immediately on 01534 737341 (Jersey) or 01481 740240 (Guernsey), quoting your agreement number.

You can make a request to change the payment date by calling us on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Your monthly payments are fixed throughout the term of your agreement. They will only change if you miss a payment.

If you find you’re struggling to make your monthly payments, please call our team on 01534 879201. It’s important you get in touch as soon as possible. We understand that things change and we’re here to support you. The earlier we know of any concerns, the easier it will be to work with you to find a solution. We’re open from Monday to Friday 9:00am to 5:00pm.

Free debt advice is also available from the Citizens Advice Bureau:

Citizens Advice Jersey

Citizens Advice Guernsey

Whilst we don’t have the facility to offer payment holidays, we can offer support with a payment arrangement on a case-by-case basis. Please give us a call on 01534 879201 and we can explore the best options for you.

If you prefer to email us instead, contact enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860 ideally, quoting your agreement number.

No. If we’re notified that the direct debit collection has been unsuccessful, you’ll receive a SMS requesting that you make contact with us. You’ll be required to make a manual payment. Please see the payment options below:

• Go to the make a payment page on our website;
• Make a bank transfer direct to us (bank details below); or
• Make a card payment over the telephone by calling us on 01534 879201.

Bank details:

• Bank: RBSI
• Account name: Close Finance Channel Islands
• Sort Code: 16-58-93
• Account Number: 60388240
• Reference – please quote your reference number

This can vary depending on the circumstances.

If your payment has been missed because of a rejected direct debit, you’ll receive a SMS requesting that you contact us. Once contact is made, we would then establish the reason for the missed payment and agree a date when you’re able to make the missed payment.

If contact is not made, we’ll send you a letter advising that the direct debit payment has been returned, the amount payable and any fees that have been charged.

If you are going to struggle to make the payment, please contact us on 01534 879201.

If you find yourself having financial difficulties, we would encourage you to seek help and advice as soon as possible.

Please feel free to contact us on 01534 879201.

Free debt advice is also available from the Citizens Advice Bureau:

Citizens Advice Jersey

Citizens Advice Guernsey

No, if you’re looking to get finance on another vehicle, you’ll need to first repay the existing agreement and apply for finance on the new vehicle.

To apply for finance, you can either:

• Complete the loan enquiry form on our website (Close Finance);
• Give us a call 01534 737341 (Jersey) or 01481 740240 (Guernsey); or
• Send us an email (enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860).

You can also speak with your motor dealer who will be able to explain the potential options available to you.

No, the direct debit must remain in your name as the agreement holder.

You can change your bank details by giving us a call or sending an email quoting your agreement number.

Jersey
01534 737341
enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

Guernsey
01481 740240
enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

We will require suitable evidence of the new banking details. Once you have spoken to us, we will let you know the best forms of evidence required and the best way to send it to us.

You can change your personal details by giving us a call or sending an email quoting your agreement number.

Jersey
01534 737341
enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

Guernsey
01481 740240
enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

Whether you contact us by phone or email, we will let you know what form of verification we’ll need and the best way to send it to us.

Yes, when you’ve reached the end of your finance agreement, we’ll send you confirmation that your account has been settled and we no longer hold any financial interest in your vehicle (if applicable).

Yes, you can end your agreement early, however, please don’t try to send a settlement payment without getting a valid settlement quote. Without this, you may experience delays. For more information and a settlement figure, please call us on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Alternatively, you can email us on enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

If you’d like to pay off your finance agreement early, you can request a settlement figure by calling us on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Alternatively, you can email us on enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

Settlement figures provided will be valid until the next payment due date.

Please see below the various payment options available:

• Go to the make a payment page on our website;
• Make a bank transfer direct to us (bank details below); or
• Make a card payment over the telephone by calling us on 01534 879201.

Bank details:

• Bank: RBSI
• Account name: Close Finance Channel Islands
• Sort Code: 16-58-93
• Account Number: 60388240
• Reference – please quote your reference number

Yes, as long as you settle your vehicle finance with us in full. For a settlement figure, please call us on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Alternatively, you can email us on enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

To apply for finance again, you’ll need to find the vehicle you wish to buy and then apply for finance either by contacting us direct or via one of our motor dealer partners.

The easiest way to find out your outstanding balance or obtaining a settlement figure, is by giving us a call on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Alternatively, you can email us on enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

You’ll get a specialist complaints handler who’ll investigate and handle your case. They’ll keep in touch to give you regular updates on our investigation. We have 8 weeks to resolve your complaint. If we can’t provide you with a resolution that you’re happy with in that time, we’ll tell you how to take your case to the Channel Islands Financial Ombudsman (‘CIFO’).

You can contact the CIFO at:

Channel Islands Financial Ombudsman
PO Box 114
Jersey
Channel Islands
JE4 9QG

Email: enqui1684702860ries@1684702860ci-fo1684702860.org1684702860

Website: www.ci-fo.org

If you don’t feel we’ve considered your concerns fully, or there is further information that we should know about, please speak to your specialist complaint handler direct or call us on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Alternatively, you can email us on enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860

If you are unhappy about our response, you may refer the matter to the Channel Islands Financial Ombudsman (‘CIFO’).

You can contact the CIFO at:

Channel Islands Financial Ombudsman
PO Box 114
Jersey
Channel Islands
JE4 9QG

Email: enqui1684702860ries@1684702860ci-fo1684702860.org1684702860

Website: www.ci-fo.org

Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or in a subsequent conversation, if appropriate. We have 8 weeks to resolve your complaint but if we can’t provide you with a resolution that you’re happy with in that time, we’ll tell you how to take your case to the Channel Islands Financial Ombudsman (‘CIFO’).

You can contact the CIFO at:

Channel Islands Financial Ombudsman
PO Box 114
Jersey
Channel Islands
JE4 9QG

Email: enqui1684702860ries@1684702860ci-fo1684702860.org1684702860

Website: www.ci-fo.org

If your vehicle is faulty, please speak to the motor dealer that you purchased your vehicle from in the first instance. If you then still require further assistance, please call us on:

• 01534 737341 (Jersey) or
• 01481 740240 (Guernsey)

Alternatively, you can email us on enqui1684702860ries@1684702860close1684702860finan1684702860ceci.1684702860com1684702860