Customer Contact

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Get in touch with V12 Retail Finance

We'd love to hear from you

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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, please contact us.

Customer services

If you are a retailer, please visit this page.

Telephone	02920 468900
Email	This email address is being protected from spambots. You need JavaScript enabled to view it.

Our contact centre is open Monday to Friday 8am-8pm, Saturday 9am-6pm and Sunday 10am-5pm.

V12 Retail Finance

Our Address:	V12 Retail Finance Limited 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.

Why does my direct debit go to Secure Trust Bank PLC?

V12 Retail Finance is a trading name of Secure Trust Bank PLC. When your direct debit payment is collected, Secure Trust Bank PLC will appear on your bank statement.

How do I change my address and contact details?

To update your details, you need to contact our Customer Service team on 02920 468900.

Can I change my payment date?

Yes, you can change your payment date by contacting our Customer Services team on 02920 468900.

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

Yes, we are able to accept debit card payments, which will reduce your monthly payments. You can make additional payments by contacting our Customer Services team on 02920 468900.

Will I get a letter to confirm that I have made all my payments?

We do not send out letters to confirm that the account is closed. However, at your request we can send you a statement confirming that there is a zero balance.

Can I view my statement online?

Yes, you can view your annual statement online. You can register for this facility by clicking on the ‘Customer log in’ option on our homepage. Once your annual statement is ready to be viewed we will send you an email to notify you of this. Annual statements are sent to you on the anniversary of your loan if you took out a loan after 1/1/2016. For customers who took out a loan before 1/1/2016 your statement will be sent out either in July or August.

How can I check my outstanding balance?

You can check your outstanding balance by calling us during business hours on
02920 468 900.

How do I change my address and contact details?

To update your details, you need to contact our Customer Service team on 02920 468900. For security reasons we are not able to accept requests to change contact details via email.

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, please call us on 02920 468900.

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 02920 468900 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.

Why is my 50p verification check not processing?

This may be down to the address that your card is registered to as the format of the address can also cause the identity check to fail. This can be resolved by calling our Underwriting team on 02920 468916.

How do I cancel my application?

You can cancel your application at any point before you have signed the online documents by calling 02920 468900. 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.

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Get in touch with V12 Retail Finance

We'd love to hear from you

Customer Contact

Getting in touch

Customer services

V12 Retail Finance

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