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Our approach to Coronavirus

What we're doing to protect our staff

As a business, we will continue to support all recommendations made by the government to protect our staff and we have made a range of changes to the way we operate as a result.

All colleagues who are able to carry out their normal duties remotely are now working from home and those key workers required to provide ongoing service to our customers continue to work from our offices but under strict social distancing conditions. 

All colleagues identified within the 'high risk' categories set out by the government are now self-isolating from home, along with a number of other colleagues as required by the specific government guidelines.  

What we're doing to protect our customers

In line with Government instructions to the UK Banking and Financial Services sector, we are doing everything we can to provide service and support to our customers during this difficult time. In some instances our service levels will fall below our usual high standards due to shortage of staff, however, we will continue to do everything we can to maintain this service. 

FAQs

How do I make a payment?

The simplest and quickest way for you to make a payment is by registering to use our V12 Self-Service Portal and making a payment online. Payments will be applied to your account straight away and you will see your balance update online.

You can also make a payment over the phone calling 02920 468 900 and using our automated payment system, you will need your agreement number and card details to do this.

Please note that we only accept debit card payments.

We are accepting cheques in the post, however there may be a delay with this payments being processed.

Will I still receive letters from you? 

Yes, we are still able to send paper-based documents, however please allow extra time for these to reach you. You can update your communication preference on your online account on our V12 Self-Service Portal so that we can email you rather than write to you. Please note some regulatory information may still need to be issued in the post. 

Can I still write to you?

Yes, we are still able to accept post and paper document into the business, however please allow extra time for any paper correspondence to reach us, and for us to reply. Where possible, please send us a secure message instead of writing to us to allow us to help you quicker. 

Payment holiday:

I'm not sure what the impact of Coronavirus will have on my ability to make a payment, what should I do?

We appreciate that this is a very uncertain time and that you may find yourself in a position unable to make your payments whereas you have previously been able to. 

If you are struggling to make your monthly payments as a result of the impact of Coronavirus you can request a payment holiday for up to 3 months. Send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it. including your full name, V12 account number, the reason for the payment holiday and whether you need 1, 2 or 3 months and we will get back to you as soon as possible.

Please also visit the Financial Difficulties section of our website for further help and advice.

How long can I request a payment holiday for? 

You can request a payment holiday for a total of 3 months. This could be in 1-month intervals, or for 3 months from the beginning. Your payment holiday cannot exceed 3 months.

What does a payment holiday mean for my credit file?

The payment holiday won't affect your credit rating, and will not cause you to go into arrears on your repayments, so there's one less thing to worry about.

If your account is currently in arrears, we will still need to send you statutory notices regarding your account, and your credit file will continue to reflect that you are in arrears.

Can I request a payment holiday if I have a Buy Now Pay Later agreement?

If you have a Buy Now Pay Later agreement and your first contractual payments are due to start within this current period of unprecedented uncertainty, then you may request a payment holiday of up to 3 months. If agreed we will defer your contractual payments for the length of the agreed payment holiday and will also push back the date up until which you may settle for the capital balance and settlement fee.

For example, if your payments were due to start on 28/04/2020 and you have been given a payment holiday of 3 months prior to this date, your new payment start date will be 28/07/2020.

You can still make payments to reduce the outstanding balance during your payment holiday which will reduce the amount of interest that will be charged if you do not settle the balance before the end of the non-payment period. 

How will I know if my payment holiday request has been accepted?

You will receive an email confirming we have received your request and how long we have agreed the payment holiday for.

What should I do when my payment holiday request has been accepted? 

Manage your account online

You can manage your V12 account online 24/7 on the V12 Self-Service Portal. This includes making a payment, updating your details, and sending us a secure message.

Your Direct Debit

Please don't cancel your Direct Debit. Leaving your Direct Debit in place means that your payments can resume after your payment holiday without you needing to set up a new Direct Debit. If you don't currently have a Direct Debit in place, please contact us to set one up so that your monthly payments can be taken automatically after your payment holiday. You can set one up online on your V12 Self-Service account.

Making payments

Whilst your payment holiday grants you a break from making your contractual payments, you can still make payments during your payment holiday of any amount if you wish and are able to do so. This can be done via your V12 Self-Service Portal account or by calling us on 0333 122 1115.

Keep in touch

If, at the end of your payment holiday, you are concerned about your financial circumstances and your ability to make payments on your account, please contact us a month before the end of your payment holiday to discuss what further support we may be able to provide.

You can also seek free independent advice from:

StepChange Debt Charity on telephone number 0800 138 111 or visit www.stepchange.org;

Citizens Advice Bureau on telephone number 0344 111 444 (England) or 0300 330 1313 (Wales) or visit www.adviceguide.org.uk;

Will you let me know when my payment holiday has nearly finished?

Yes. We will let you know in our confirmation email the dates your payments will be due so make a note in your diary. We will also send you a reminder before your payment holiday is due to the finish.

How can I get in touch with any other queries?

If you have any questions relating to your V12 agreement you can send us a secure message on your V12 Self-Service Account or email us This email address is being protected from spambots. You need JavaScript enabled to view it., and we will respond to your message as soon as possible. 

You can also call us on 02920 468 900, we are receiving a high volume of calls at the moment, which means our wait time might be longer than normal.

I've recently purchased a Season Ticket and my club hasn't announced when the 2020/2021 season will start again, what should I do?

We appreciate this is an uncertain time with the season currently on hold. In line with the terms of your agreement, your payments will be taken by Direct Debit on the payment date specified in your credit agreement. If you have found yourself in an unexpected position unable to make your monthly payments as a result of the coronavirus, you can request a payment holiday for up to 3 months. If your query is in relation to matches not played this season or the commencement of next season, please speak directly to your club.

Can I change my payment date?

Yes, you can change your payment date by logging on to your V12 Self-Service Portal account and choosing your preferred date.

If you've not registered on the V12 Self-Service Portal you can do so here.

Will opening hours remain the same?

To protect our colleagues we have temporarily reduced our opening hours. For the foreseeable future we will now be open Monday to Friday 9 am - 5 pm but we will be closed on Saturday, Sunday and bank holidays (including Easter). You can send us a secure message via the V12 Self-Service Portal 24/7 or email us on This email address is being protected from spambots. You need JavaScript enabled to view it. and we will get back as soon as possible.

Will services be affected?

We plan to continue as close to business as usual as possible, we will continue to update this page with any changes.

My order hasn't arrived, what should I do?

If you've placed an order via finance and not received your order, please get in touch with the retailer in the first instance, they will be able to confirm whether your order has been dispatched.