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.
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.
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.
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 please contact our Collections Team as soon as possible on 0333 122 1101 to discuss your options.
Please also visit the Financial Difficulties section of our website for further help and advice.
What should I do to manage my V12 account?
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.
Keep in touch
If 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.
Seek free independent advice
If you are experiencing financial difficulties or would like to seek further information, you can seek independent information and advice at any point from:
Financial Conduct Authority - www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus
Money Advice Service - www.moneyadviceservice.org.uk/en/articles/help-with-mortgage-and-loan-repayments, https://www.moneyadviceservice.org.uk/en/hub/coronavirus-money-guidance and http://www.moneyadviceservice.org.uk/moneynavigatortool/FCA
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;
How can I get in touch with any other queries?
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 purchased a Season Ticket and my club hasn't announced when I can attend games for the 2020/2021 season, what should I do?
We appreciate this is an uncertain time with the season currently being played behind closed doors. 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 your query is in relation to matches not played last season or the commencement of attending games this 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?
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.