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COVID 19 - Your questions Answered FAQS

  1. I've tried to contact Ford Credit but cannot get through via telephone
  2. I'm worried that I can't make my next payment.  What should I do?
  3. What is a payment deferral?
  4. Will this impact my credit file?
  5. I have previously been offered a payment deferral of 1 or 2 months and I have noticed that you are now offering 3 month deferral payment options. A 3 month payment deferral would really help me in this current situations, what can I do?
  6. My Ford Options agreement is coming to an end.  What should I do?
  7. I have received a letter from Ford Credit regarding arrears on my account what should I do?
  8. My new vehicle hasn’t been delivered but I’ve had a letter saying my new finance agreement has started. What should I do?
  9. The finance agreement for my new vehicle has been cancelled but I still want to purchase the vehicle. Is this possible?
  10. I cannot afford to Insure my vehicle.  What should I do?
  11. Independent Advice

I've tried to contact Ford Credit but cannot get through via telephone

Our call centre is open however, we are experiencing a higher volume of calls.  It may take longer for you to reach us.

You may be able to resolve your query registering or logging into Account Manager here.

Alternatively you can contact us via email by clicking here

A Ford Credit UK representative will respond as soon as possible, please do not send duplicate requests.

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I'm worried that I can't make my next payment.  What should I do?

If you think that you may not be able to make your next payment then you can contact us to request a payment deferral of up to 3 months.

We are currently experiencing high call volumes to our Account Services team. You can call them on 0345 712 5490 (Monday to Friday 09:00 to 17:15 and Saturday 09:00 to 13:00 ) or alternatively:

Contact us via secure email here

You will need to provide us with some personal information and in the Subject line select "Payment deferral request due to uncertaintly caused by coronavirus" in the dropdown menu. 

Please complete the required information and a Ford Credit representative will respond as soon as possible. 

*Calls to 0345 numbers are charged at the same rate as a standard 01 or 02 geographic number, even when calling from a mobile. Calls may be monitored or recorded. 

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What is a payment deferral?

A payment deferral is a concession giving you extra time to pay if you are suffering financial difficulties through the pandemic.  We will work together to agree a suitable repayment plan.   As the concession is not contractual and does not change the terms of your credit agreement you will still receive our standard letters, including Notices of Sums in Arrears (NOSIA) and other statutory letters required under the Consumer Credit Act.  Provided you keep up with your repayment plan you can disregard the letters and you will not incur any charges, fees or additional interest.

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Will this impact my credit file?

Your credit file will not be adversely impacted as long as the agreed repayment plan for the deferred payments is adhered to

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I have previously been offered a payment deferral of 1 or 2 months and I have noticed that you are now offering 3 month deferral payment options. A 3 month payment deferral would really help me in this current situations, what can I do?

Due to the changing nature of the current situation and since the FCA guidance was published 27th April we have adjusted the support we are offering our customers who are impacted by Covid-19. All existing customers who are impacted by Covid- 19 are being offered concessions of up to 3 months payment deferrals with affordable repayment options or other concessions.  This includes customers that have previously been given a payment deferral that is less than 3 months, if you would like to request a payment deferral you can contact us on one of the following methods.

You may be able to resolve your query registering or logging into Account Manager here.

Alternatively you can contact us via email by clicking here

A Ford Credit UK representative will respond as soon as possible, please do not send duplicate requests.

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My Ford Options agreement is coming to an end.  What should I do?

If your Ford Options agreement is coming to an end in April or May then you will  be receiving a letter shortly to inform you of a temporary concession which Ford Credit are making.

To give you some extra time to make sure that you are still able to make the decision that is right for you and your circumstances, we do not require you to pay the Optional Final Payment or return your current vehicle for an extra sixty days.  We will not charge you any interest or a fee in return for this concession but you will need to keep the vehicle taxed and insured and you will need to check if this affects any warranties or breakdown cover you may have and your MOT.

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I have received a letter from Ford Credit regarding arrears on my account what should I do?

If you have a payment deferral agreed, no further action is required as long as you are within your deferral plan. Unfortunately we cannot suspend issuing these types of letters.

If you do not have a deferral plan in place please contact Ford Credit.

We are currently experiencing high call volumes to our Account Services team. You can call them on 0345 712 5490 (Monday to Friday 09:00 to 17:15 and Saturday 09:00 to 13:00) or alternatively:

Contact us via secure email here

You will need to provide us with some personal information and in the Subject line select "Payment deferral request due to uncertaintly caused by coronavirus" in the dropdown menu. 

Please complete the required information and a Ford Credit representative will respond as soon as possible.

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My new vehicle hasn’t been delivered but I’ve had a letter saying my new finance agreement has started.  What should I do?

We have been proactively monitoring vehicle deliveries for recently started finance agreements.  We have identified a small number of these where it was unfortunately no longer possible to guarantee that the vehicle would be delivered in line with the intended start date of the finance agreement.  It would therefore not be fair or appropriate to enter into a finance agreement at this time.

We have therefore been taking the following actions:

Where a finance proposal has been received but an agreement has not been entered into, these will not be started until we can confirm a definite vehicle delivery date.

Where a finance agreement has recently been started but the dealer has not been able to guarantee vehicle delivery to the customer in April, these agreements are being cancelled and the customer’s credit file updated to avoid any impact to them.  

We have been working closely with our dealers to advise them of their affected customers, and the options available to them once normal delivery services have resumed.  With our dealers, we have contacted as many customers as possible but in the current circumstances it has unfortunately not been possible to contact all the affected parties.

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The finance agreement for my new vehicle has been cancelled but I still want to purchase the vehicle.  Is this possible? 

Yes – only the finance agreement has been cancelled.  Please talk to your Ford dealer to discuss options available to you once normal delivery services have resumed.

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I cannot afford to Insure my vehicle.  What should I do?

Under our agreement you must have valid Motor Insurance. You will need to contact your Motor Insurance provider to discuss this with them

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Independent Advice

There are many independent oragnisations that can provide free, impartial decisions to people in the UK. Click here for more information

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