In retail, the moment a customer completes their purchase is no longer the end of their journey.
Today's shoppers expect ongoing support, clear communication and reassurance long after they've left the checkout. And when they choose to pay with finance, your finance provider becomes an extension of your brand.
That's why customer aftercare matters.
At V12 Retail Finance, we believe support shouldn't sit with one team alone. From Underwriting to Customer Service, Specialist Support and lots in between, our teams work together to ensure customers are properly supported at every stage of their finance journey.
By supporting customers, we help protect the reputation of our partners who trust us with their brand.
Why aftercare matters more than ever
Customers remember how a brand makes them feel, especially when something doesn't go to plan.
Whether they're asking a simple question about a payment, impacts on their credit file, or looking for reassurance, the experience they have shapes how they view your business.
At V12, our Customer Service Team acts as an accessible support line, resolving queries quickly and clearly, and offering calm, knowledgeable reassurance when customers need it.
Most questions are handled there and then, helping customers feel informed and confident, rather than worried or overwhelmed.
If customers are facing more vulnerable circumstances, our Specialist Support Team step in to be there for those who need it.
Strong aftercare doesn't just solve problems.
It prevents them.
The V12 app: Customer care at their fingertips
Customers can easily get the help they need quickly and conveniently with the V12 app. Through the app, they can access agreement details, straight-forward answers to questions and get first-line specialist support whenever they need it.
Find out more about how the V12 app can broaden your customer base.
The teams behind the support
Customer Service: Clear answers from the front line
Through the V12 app, online services, secure messaging and phone support, our Customer Service team is usually the first point of contact once a customer takes out finance.
They handle everyday queries efficiently and professionally, making finance easier to understand and reducing friction for both customers and retailers. Just as importantly, they're trained to recognise when someone needs support.
When a situation needs deeper support, the transition to Specialist Support is quick, seamless, and handled with care, so customers never feel passed around or ignored.
Specialist Support: Expertise when customers need more
Some customers face more complex challenges. This can include changes in circumstances, financial difficulty, or moments of vulnerability.
Our Specialist Support Team is trained to step in when more time, experience, and sensitivity are required. They provide tailored guidance, explain options clearly, and help customers find fair, appropriate outcomes.
Working together, both teams ensure every customer receives the right level of support at the right time without repeating themselves or chasing answers.
Collections team: Helping customers keep finances in check
The Collections Team supports customers when repayments don't go to plan, focusing on early engagement and clear communication rather than enforcement. Their role is to understand what's happened and help customers get back on track in a manageable way.
Working proactively, the team helps with practical options when customers experience financial difficulty, aiming to resolve things before they escalate. Every interaction is handled with respect, helping to reduce stress and maintain positive customer relationships.
Where customers need additional support, the Collections Team works closely with Specialist Support to ensure appropriate care is provided. This joined up approach helps protect customer wellbeing and safeguard your brand reputation throughout the finance journey.
Complaints team: Upholding standards
The Complaints Team ensures customer concerns are handled fairly, consistently and with clear communication at every stage. Their focus is on understanding the issue, acknowledging the customer's experience, and investigating matters thoroughly to reach a fair outcome.
Each complaint is reviewed impartially, with the team explaining decisions clearly and keeping customers informed throughout the process. Where mistakes occur, the team takes appropriate action to put things right and uses insight from complaints to help improve processes and prevent repeat issues.
Working closely with Customer Service, Collections and Specialist Support, the Complaints Team helps resolve concerns efficiently while protecting customer trust.
Why V12 support offers more
Everyone says it, we show it. Our customers are at the heart of everything we do; they're not just a number in a database.
Here's what some of our customers have said about the service they receive every day:
"Finance first... very good terms i.e. minimal deposit and generous 0% payback period. Process was simple and quick. Over and above, V12 were quick to engage when an issue arose with the goods supplier. Unlike some Customer Service departments, it was simple to speak to a real person without going through loops. Spoke to two different CS reps who were super helpful. Proactive, pleasant, took ownership and kept informed. Lots of companies could take a leaf from V12's book CS wise. Would recommend and use again" Trustpilot review
"Really impressed with V12 Finance - the customer service was excellent from start to finish. The team was friendly, helpful, and made everything super easy to understand. Great communication throughout and a smooth, stress-free process. Couldn't ask for better service - highly recommend V12 Finance!" Trustpilot review
Supporting vulnerable customers: Doing the right thing, every time
Recognising when a customer is facing difficult circumstances isn't always obvious. That's why our people are trained and supported and our technology is designed to help identify when specialist support is needed, always with patience and empathy.
Every day, our teams speak to customers dealing with sensitive situations or significant changes in their lives. These moments often call for an approach that goes above and beyond, and we're proud that this level of care is our standard. That's the V12 difference.
When a customer needs extra care, we're there to provide the right support, ensuring trust, dignity and sensitivity throughout the journey. For retailers, this provides reassurance that:
• Customers are treated fairly and responsibly
• Issues are identified earlier, not escalated later
• Support is consistent, sensitive and compliant
It's a shared responsibility and a core part of how we operate.
How V12 aftercare protects your brand reputation
Every interaction reflects on you
When customers contact V12, they don't separate us from your brand. The way we support them becomes part of their overall experience with your business.
Clear communication, fair outcomes and respectful conversations build trust, even when situations are challenging.
Less friction, fewer complaints, stronger relationships
By resolving issues quickly, escalating appropriately, and supporting customers early, our teams help:
Reduce complaints and escalationsEase pressure on in store and internal teamsBuild long term customer confidence
Each positive interaction helps protect your reputation and strengthens customer loyalty.
What makes V12 more than just a retail finance provider
Retail finance isn't just about approvals and repayments.
It's about people and the teams supporting them behind the scenes. By combining a responsive Customer Service function with specialist, empathetic support, we deliver aftercare that continues long after checkout.
That's what makes us more than a finance provider.
That's what makes us a trusted partner.
Why retailers choose V12 and why you should too
Retail finance works best when it's backed by people who genuinely care about customer outcomes.
At V12, we support customers from their first question through to their final payment, protecting their experience, and your reputation, every step of the way.
With V12, support doesn't stop at checkout.
It starts there.
GET IN TOUCH
FAQS
1. What should customers do if they have a question about their finance agreement?
In most cases, customers can access the information they need via the V12 app. Alternatively, they can speak to V12's Customer Service Team either via in app secure messaging, by email or by phone. Customer Services handle everyday queries about payments, account details and general questions, providing clear answers and quick reassurance. If a customer needs more specialised or sensitive support, the team can involve our Specialist Support Team.
2. What's the difference between V12's Customer Service Team and Specialist Support Teams?
Our Customer Service Team is the first line of support, focused on resolving queries efficiently and clearly. The Specialist Support Team provides additional expertise for more complex situations, such as changes in circumstances or customer vulnerability. Together, they ensure customers always receive the right level of care without friction or repetition.
3. How does V12 support vulnerable customers?
All V12 colleagues are trained to recognise vulnerability. Once we know someone needs extra help and support they are dealt with as an individual and always with patience and understanding. Where extra care is needed, customers are supported sensitively and given clear, fair options, always with their wellbeing at the centre of the conversation.
4. How does V12 aftercare protect retailers' reputations?
When customers contact V12, we act as an extension of your brand. Clear communication, fair outcomes and respectful conversations help reduce complaints, prevent escalations and reinforce trust, protecting your reputation long after the sale is complete.
5. Will strong aftercare reduce pressure on my in store teams?
Yes. By handling post purchase finance queries directly, V12 helps reduce follow up calls and complaints reaching your in store or internal teams. Customers know exactly where to turn for support, creating a smoother experience for everyone involved.
6. What kind of support can customers expect throughout their finance agreement?
Customers receive ongoing access to real people who listen, explain clearly and offer practical support. From simple questions to more difficult periods, V12 ensures customers feel supported at every stage, not just at checkout.