Customer Contact

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Get in touch with V12 Retail Finance

We'd love to hear from you

Contact us by phone, email or post

Customer Contact

Getting in touch

Our FAQs provide answers to some of our common customer questions, but if you can't find the information you're looking for, or are struggling to log in to the V12 Self-Service Portal, please contact us.

Customer services

If you are a retailer, please visit this page.

Telephone	02920 468 900
Email	This email address is being protected from spambots. You need JavaScript enabled to view it.

Our Customer Service opening hours are Monday to Friday 9am-5pm, closed Saturday, Sunday and bank holidays (including Easter).

V12 Retail Finance

Our Address:	V12 Retail Finance 20 Neptune Court Vanguard Way Cardiff CF24 5PJ
Registered Office:	One Arleston Way Solihull West Midlands B90 4LH

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Customer FAQs

Are you a customer with a loan with V12 Retail Finance? Our frequently asked questions may help you.

What will show on my bank statement when my Direct Debit is collected?

When your Direct Debit payment is collected 'V12 Retail Finance' will appear on your bank statement.

How do I change my address and contact details?

To update your details, log onto your V12 Self-Service Portal account, click on 'My Account' and edit the details you want to change.

Can I change my payment date?

Yes, you can change your payment date by logging onto your V12 Self-Service Portal account, choosing the account you wish to change and selecting your new payment date.

Can I make additional payments into my account and decrease my monthly payments?

Yes, you can make additional payments at any time on your V12 Self-Service Portal account. We are able to accept additional payments made by debit card on your V12 Self-Service Portal account or over the phone, or you can make a payment by bank transfer. Additional payments will reflect differently depending on your account type. You can choose for the lump sum payment to reduce the remaining term of your agreement by keeping your monthly payment amount the same or keep your remaining term the same and reduce your monthly payment amount.

Will I get confirmation that I have made all my payments?

Yes, you'll get confirmation of your account being settled sent via email if your communication preference is set to email. This will usually be sent around 10 days after we've received your last payment. The confirmation will be sent to the email address you have registered, please check your V12 Self-Service portal account to ensure we have your up-to-date email address.

Can I view my statement online?

Yes, you can view your annual statement online on your V12 Self-Service Portal account. You'll receive your statement on an annual basis emailed to you when it's ready. In the meantime, you can view your transaction history live on your V12 Self-Service Portal account. Please check your V12 Self-Service Portal account to make sure we have your up to date email address for your annual statement.

How can I check my outstanding balance?

You can check your outstanding balance online on your V12 Self-Service Portal.

Why is my online statement not showing my most recent payments?

The online statement updates once a year on the anniversary of taking out your finance, so it will show the current position as at the most recent anniversary. For the most up to date position on your account, you can view your outstanding balance and transaction history on your V12 Self-Service Portal account.

What should I do if I'm unable to make a payment this month?

We understand that circumstances change and unexpected events can come along. If you find yourself in this position, we have a team on hand to help. Please contact us on 03331 22 11 01 if you are experiencing financial difficulties or are concerned about your ability to repay your V12 loan. Please also visit our Financial Difficulties section for further help and advice.

Can someone act on my behalf to manage my V12 account?

Yes, you can nominate someone to act on your behalf. This means that they can talk to us about anything to do with your account which means they will have access to information you have provided to us. They’ll be able to make changes to your payments and payment date and we’ll send them the same communications we send you so that they have up to date information about your account.

You can also nominate someone to make payments for you only, this means we’ll only be able to talk to them about your monthly payments and not the rest of your account.

To set this up you’ll need to call us on 02920 468 900.

If you would like to remove a third party on your account you will need to let us know by phone, email or secure message.

Which credit reference agencies do you report to?

We currently report to Experian and Transunion and in November will be reporting to Equifax as well. If you have any questions about your credit file you should speak to the credit reference agency in the first instance.

How do I cancel my application?

You can cancel your application at any point before you have signed the online documents by calling 02920 468 916. You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement, without giving any reason, within 14 days from the day after the day on which the agreement is signed by you.

Complaints

Review our complaints procedure here

Get in touch with V12 Retail Finance

We'd love to hear from you

Customer Contact

Getting in touch

Customer services

V12 Retail Finance

Useful links