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
Email: enquiries@familyfinanceltd.co.uk
(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
Click here to see our affordability assessment.
Click here to see more about breathing space.
Click here to learn more about CCJ’s.
Click here to learn more about CPA Collections & Card Payments Policy
Click here to find out about early settlements.
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.
Health
Capability
Life Events
Resilience
Click here to learn more about IVA’s.
Click here to find out about NOSIA & defaults
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.
Click here to see our jargon buster
Click here to see our pledge