Customer Support

Click here to see our affordability assessment.

Family Finance will require proof of income, such as your most recent wage slip or benefits letter and proof of your regular monthly outgoings (bills etc). They also require proof of ID and address. This can include photographic ID, bank statements, utility bills and benefits letters.

Family Finance, the lending partner acting on behalf of Family Vision, conduct affordability assessments as a responsible lender, in line with the rules of the Financial Conduct Authority. Family Finance will use this information to determine whether they think you can afford to repay the credit agreement. An affordability assessment is a straightforward series of questions and checks, to establish that the credit agreement is both right and affordable for you. By reviewing your current income and outgoings, they establish whether your repayments will be sustainable throughout the term of the agreement as where possible they would like to avoid you getting into financial difficulty.

Not unless the application is a joint application, in which case both applicants are expected to complete the affordability assessment and provide evidence.

Yes. All loans are registered by Family Finance with both Experian and Equifax The payment information is then updated every month. The information provided will show whether you are in arrears but will also include whether you have set up an arrangement to pay.

There are a number of websites available to help you understand what benefits you may be entitled to. These include:

https://www.entitledto.co.uk/?utm_source=BAdviser&utm_campaign=referral&utm_campaign=GovUK

https://benefits-calculator.turn2us.org.uk/

https://www.betteroffcalculator.co.uk/

Managing a budget can be difficult, but there are free apps available to support you in managing your money or understanding where you spend most. The apps will assist in creating a budget, recognising high-cost areas of your spending, provide tools to help you set aside savings, and some even give hints and tips on how you can reduce your costs.

https://snoop.app/

https://withplum.onelink.me

https://emma-app.com

All of the information we take is used to help us either process your application or for the running of your account. Full details can be found in our privacy policy.

Click here to find out how our motor finance works.

Click here to learn more about joint car finance

A broker is a person whose job it is to buy goods or services for other people – examples you may be familiar with are insurance brokers, mortgage brokers and other finance brokers. Commission is the payment that the person gets paid for doing that work. An example would be if you go into a garage and want to buy a car but don’t have the cash to buy it outright you may apply for finance. The garage will act as a broker to find a company that is prepared to lend you the money (finance) to buy the car. The garage then gets paid broker commission for this. This is because they are providing you with a service. You can find out more by watching this short video, how does motor finance work. This is not the same as Discretionary Commission Arrangement (DCA) which were banned in 2021. Family Finance has never paid any broker commission under a DCA.

This will depend on the circumstances as to why the last loan ran over term and confirmation via the affordability assessment that your current situation will allow for your new repayments to be sustainable throughout the term of the loan and that you are unlikely to get into any undue difficulties.

Click here to learn more about CCJ’s.

Yes, we will still consider all applications. Your credit file is just one of the factors we will take into consideration when making a decision to give you credit so don’t let that put you off.. Other factors will be your income and outgoings and if you have any previous record with us. Our goal is to try and help those most in need get back on track and provide a line of credit to customers that may not be able to use mainstream lenders due to previous poor decisions. Please see the “what is your interest rate” tab below where all interest charges are explained or visit our payment calculator.

You must have a regular income and the ability to repay the loan on time. Our lending partner, Family Finance, will consider current and previous credit history as part of the affordability assessment. We obviously cannot guarantee that everyone who applies will be successful.

There are different payment options available including payment through a standing order, Continuous Payment Authority (CPA), cash, debit card and bank transfer.

No. Debit card only. Family Finance does not allow credit to be used as a method for repaying credit.

Click here to learn more about CPA Collections & Card Payments Policy

Your first repayment is normally due within 1 month of collecting your vehicle.

Yes, you may to pay electronically if you prefer.

If you miss a payment then this can be caught up next time or during the term of agreement. If you miss payments you will be contacted by someone in Family Finance collections team to establish the reasons why and agree on a way to resolve them. Please remember that your payment data is sent to Credit Reference Agencies each month so repeated misses could negatively affect your credit score and consequently your ability to borrow in the future.

Just contact Family Finance on 01495 717171 or your local agent and they can ensure you receive a revised settlement figure that may include an early settlement rebate of charges. There is no charge added for early settlement.

Yes. Just contact Family Finance on 01495 717171 or your local agent and they can ensure you receive a revised settlement rebate of charges. There is no charge added for early settlement.

Click here to find out about early settlements.

Click here to see more about breathing space.

Click here to learn more about IVA’s.

Click here to find out about NOSIA & defaults

There are a number of websites available to help you understand what benefits you may be entitled to. These include:

https://www.entitledto.co.uk/?utm_source=BAdviser&utm_medium=referral&utm_campaign=GovUK
http://benefits-calculator.turn2us.org.uk/
https://www.betteroffcalculator.co.uk/

Managing a budget can be difficult, but there are free apps available to support you in managing your money or understanding where you spend most. The apps will assist in creating a budget, recognising high-cost areas of your spending , provide tools to help you set aside savings, and some even give hints and tips on how you can reduce your costs.

https://snoop.app/
https://withplum.onelink.me
https://emma-app.com

A Power of Attorney (POA) gives legal power to one or more persons to allow them to make decisions on behalf of a person (you, the customer) if you are no longer capable of making decisions for yourself, or do not want to. The person gives this permission are called ‘attorneys’ and the person giving permission is you the customer. Usually, attorneys are someone close to you such as a family member or a close friend, but people acting in a professional capacity such as solicitors or local authorities can also be made attorneys.

General or Specific Power of Attorney
General Power of Attorney (GPA) gives an attorney the legal authority to act for someone while they are mentally capable. This might include making sure your account is paid while you are in hospital. You can limit a GPA’s power to just deal with the things you want them to. If you lose the ability to make decision in your own best interests (become mentally incapacitated) we are no longer able to accept a GPA we would need a Lasting Power of Attorney (LPoA).

A Lasting Power of Attorney (LPA) is set up to allow an attorney to take care of you (the customer’s) health and/or financial needs when the time is right. There are two different kinds of LPA:

We cannot accept any legal power of attorney notifications that are more than a year old without checking with them. We only need to hear about your LPA if you need help managing your finances

If you, the customer, lack capacity the attorney can operate the account as if they were the account holder themselves. You can choose to have more than one attorney on your account but they must make it clear whether the attorneys will act ‘jointly and severally’.
An attorney can do the following on your behalf:

An attorney cannot do the following on your behalf:

What if i have given someone POA?
Please send a copy of the POA legal document to enquiries@familyfinanceltd.co.uk so that we can upload that onto your account and make a note of it. Alternatively call us on 01495 717171 and we can talk you through the legal requirements.

If someone claims that they have PoA for your affairs, we would have to verify this. We would request that they send a copy of the legal document. We would require medical evidence if they claim that your current situation varies to that on the legal document.
When we have confirmed the legality of the PoA rather than you. Your PoA will be responsible for ensuring your account is paid and all statements and correspondence will be with them.

An attorney can be added to a joint with written permission from the other joint account holder, unless the PoA is for both account holders.

A Power of Attorney will no longer apply on sole accounts once the account holder has passed away. The executor of the will, will look after the account holder’s estate. For joint accounts, the Power of Attorney would remain in the same place only if the PoA was for the surviving party.

You can request the removal of a PoA from your account, if you still have mental capacity. You will also need to send a signed letter. The PoA document will remain valid and could still be used by an Attorney, so to avoid this, we recommend that you revoke this with the Office of Public Guardian.

You can apply for the right to deal with the benefits of someone who cannot manage their own affairs because they’re mentally incapable or severely disabled.
Only 1 appointee can act on behalf of someone who is entitled to benefits (the claimant) from the Department for Work and Pensions(DWP).
An appointee can be:

An appointee is responsible for making and maintaining any benefit claims. You must:

Who you phone to apply to depends on the benefit:

There’s a different process for tax credits.

Contact DWP immediately if you want to stop being an appointee. Phone the benefit office that deals with the claim – the number will be on any letters they’ve sent you.

We are sorry that you have experienced this loss and we will do our best to support you through the process or follow it using the questions and answers below.
Is your name in

Joint – If the account is a joint agreement, you will continue to be responsible for it. We understand this may have placed additional strain on your finances so give us a call on 01495 717171 and we can talk through some temporary support we may be able to offer you.

Their name – If the account was in your partners name, you are not responsible for paying the account but before we can take any action we need some more information.

Further advice or support on the loss of a loved one can be found here.
You may also find Tell Us Once Helpful. Click Here It is a service that lets you report a death to most government agencies in one go(HMRC, DVLA, Passport Office & Local Council

At the heart of a first-class service is the person who matters most- you. That’s why we really value your feedback. Letting us know when you are not happy with our service gives the opportunity to put matters right for you and improve our service for everybody.

If you are not satisfied with a service we have provided, you can contact us via phone, email, letter or in person. We will do our best to resolve your complaint immediately. If we can’t do this, we will aim to deal with your complaint by the next working day. Sometimes, it may take longer to fully investigate your concerns.

We aim to deal with your complaint as quickly as possible and to your satisfaction. If you are not with the response you receive from us, please contact the person who handled your complaint, they will then discuss the next steps with you.
If your complaint is resolved within 3 working days, we will send you a summary response communication by email or letter. (The same method of communication you used to contact us).

If you are unable to resolve the matter within 3 working days we will write to you within 5 working days confirming that we have received and will investigate your complaint, and then send you either a final response or a thorough report on our progress withing eight weeks.

How to contact us
Call 01495 717171
Email complaints@familyfinance.co.uk
By post, or in person: Family Finance Ltd 93 Commercial Street Tredegar NP22 3DN

If you are not satisfied with our final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint. They provide a free, independent service for customers and aim to resolve disputes with financial firms. They will only deal with your complaint if you have given us the opportunity to put matters right. So please contact us first and we will do what we can do to help.

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