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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 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.

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 experiencing financial difficulties, we have a team on hand to help.

Please contact us on 03331 22 11 01 if you are concerned about your ability to repay your V12 loan. Please also visit the Financial Difficulties section of our website for further help and advice. 

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 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.