By Andrew Phillips, CEO, V12 Retail Finance 

As we move into the final quarter of 2026, it's a good opportunity to reflect on what has been another positive and productive period for V12 Retail Finance, our retailer partners and the customers we support. 

Q3 has been a quarter shaped by both opportunity and continued uncertainty. While inflationary pressures have eased and consumer confidence has shown signs of improvement, many households continue to balance rising costs with ongoing financial commitments.  

At the same time, retailers have had to respond to changing customer expectations, increasing competition and a rapidly evolving digital landscape. 

Against that backdrop, one thing remains consistent: customers value flexibility, confidence and choice when making important purchases.  

Much like in Q2, Q3 has been about helping retailers respond to that reality: giving customers simple, transparent finance options, supporting confident buying decisions and continuing to invest in tools that add value beyond the initial transaction. 

Supporting retailers in a changing market 

Retailers continue to operate in a market shaped by changing buying behaviours and more considered consumer spending. Customers are taking time to research purchases, compare options and ensure they're making the right decision. 

When they do make larger purchases, flexibility matters.  

Customers increasingly expect convenient payment options and a straightforward buying journey, creating opportunities for retailers that can deliver both. 

Throughout Q3, we've continued working closely with our retail partners to ensure finance remains a simple and seamless part of the customer experience. Whether customers are shopping online, in-store or through an omnichannel journey, our focus has remained on helping retailers convert demand into completed sales while giving customers the clarity and confidence to move forward. 

For me, this is where the opportunity for retail finance is strongest. It is no longer just about helping a customer complete a purchase. It is about helping retailers remove friction, build trust and stay connected with customers throughout the full journey. 

Digital engagement reaches new milestones 

One of the clearest signs of that shift during Q3 has been the continued growth of the V12 app. 

During the quarter, the app surpassed 750,000 registered users. That is a significant milestone, but more importantly it shows that customers want simple, digital ways to stay in control of their finance after the point of sale. 

The way customers interact with businesses continues to evolve. Across almost every sector, consumers expect to manage services digitally, access information quickly and resolve simple tasks without unnecessary friction. 

The V12 app helps meet those expectations.  

Customers can manage agreements, access information, make payments and communicate with us through a simple and convenient digital experience. It gives them more control and helps make the finance journey feel easier after the purchase has been made. 

For retailers, that matters too. The app gives V12 another way to support customers beyond the point of sale, helping maintain engagement, answer customer needs and strengthen the overall relationship after the original purchase. 

That is what makes the milestone important. It is not just a number; it reflects changing customer behaviour and the growing role digital engagement now plays in delivering better outcomes for customers and stronger value for retailers. 

Continuing to invest in customer outcomes 

Delivering good customer outcomes remains central to everything we do. 

Throughout Q3, we've continued to improve customer communications, simplify journeys and enhance the ways customers interact with us.  

We know people increasingly value clarity, certainty and convenience, particularly when making important financial decisions. 

This benefits everyone involved. Customers gain greater confidence throughout their finance journey, while retailers benefit from stronger trust, better engagement and a proposition that continues to work beyond the checkout. 

As expectations continue to evolve, the businesses that make life easier for their customers will be the ones that succeed. By listening to feedback and continually refining our offering, we're helping ensure our customers and partners receive the experience they deserve. 

Strengthening the V12 proposition 

Q3 has also seen continued investment across our proposition, supporting both current performance and future growth. 

Across the business, teams have been focused on improving customer experiences, enhancing operational efficiency and strengthening the digital capabilities that support both customers and retailers.  

While much of this work happens behind the scenes, it plays an important role in ensuring we continue to deliver the reliability, service and innovation our partners expect from V12. 

The pace of change across retail and financial services isn't slowing down. New technologies and rising customer expectations are continually reshaping the market. 

Our role is to keep evolving alongside those changes, giving retailers practical tools and customer experiences that make finance easier to offer, easier to manage and easier to trust. 

Looking ahead to Q4 

As we enter the final quarter of the year, we're doing so with confidence and optimism, while recognising that retailers will continue to face a dynamic trading environment. 

Q4 is traditionally one of the most important periods in the retail calendar.  

Seasonal demand and key promotional events will create significant opportunities across many sectors. While wider economic conditions will continue to influence consumer confidence and spending decisions, customers are still willing to invest in purchases that matter to them when they're provided with flexibility, transparency and confidence throughout the buying process. 

There will undoubtedly be external factors that continue to shape the market. Economic developments, geopolitical events and changing consumer sentiment can all influence retail performance.  

However, one of the most encouraging themes of 2026 has been the resilience shown by both consumers and retailers in adapting to changing circumstances. 

At V12, we'll continue supporting our partners through those changes by providing the tools, technology and finance solutions they need to help customers purchase with confidence. 

Thank you 

I'd like to thank our retailer partners for their continued trust and collaboration and recognise the incredible contribution of colleagues across V12 who work every day to support our customers and partners. 

The retail landscape continues to evolve, but our purpose remains the same: helping customers fulfil their ambitions while supporting retailers to grow their businesses. 

With strong momentum behind us and an exciting quarter ahead, we're looking forward to finishing 2026 positively and continuing to build for the future together.