Customer Support

We appreciate that life changes can impact our customers circumstances in various ways. Our relationship with our customers helps us to identify and understand the pressures and issues some customers may face.

If you have any particular needs which you want to make us aware of, please let us know.

If your circumstances have changed and you are worried that you won’t be able to keep up with your loan payments now or in the future please contact your collector or the Family Finance Customer Support Team 

Tel: 01495 717171
(lines are open 9am-5pm Monday to Friday) (9am-12 Noon Saturday)


We have considered a number of areas which you may find helpful. Please click on the boxes below to find out more. If you would like to notify us of any problems you are experiencing please click the Customer support request button below.


Customer support request
How do you decide whether I can afford credit? 

Click here to see our affordability assessment.

What is breathing space?

Click here to see more about breathing space.

What if I have a CCJ?

Click here to learn more about CCJ’s.

CPA Collections & Card Payments Policy

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

Can I settle early?

Click here to find out about early settlements.

Supporting you in difficult times

Click here to see how we can support you in difficult times.

We understand that in some cases it may be beneficial for our customers to gain professional support to help manage the challenges that they face.

We have created a list of organisations providing specialist help, to make it easier for you to get the support you need.

Please view the list below to access contact details and links for a range of professional support organisations, and remember to speak to us as early as possible about your situation. We will always try to help.
Life Events

What is an IVA, Bankruptcy and Debt Relief Order?

Click here to learn more about IVA’s.

NOSIA & defaults

Click here to find out about NOSIA & defaults

How does motor finance work?

Click here to find out how our motor finance works.

What is joint car finance?

Click here to learn more about joint car finance

What is broker commission?

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.

Family Finance jargon buster

Click here to see our jargon buster

What is the Armed Forces Covenant Pledge?

Click here to see our pledge