COVID-19 Customer Information

We are experiencing much higher call volumes and correspondence than normal as a result of enquiries relating to COVID 19. It may take you longer than normal to get through to us or for us to respond to your email but rest assured we are working our way through all our enquiries as quickly as we can. At this time, please email us rather than post us your correspondence as this will ensure we can respond to your enquiry much quicker.

Like the rest of the country Blue, are closely watching and considering the news in relation to the COVID-19 pandemic. At this difficult time we will continue to support our customers and, should you be affected by COVID-19 and suffer financial difficulties as a result, we have various solutions available.

We have successfully implemented plans to ensure the safety and well-being of our staff and also to ensure that our services remain available as normal to our customers and dealers.

We are in exceptional times and are experiencing call volumes considerably higher than normal as a direct result of queries relating to COVID-19.

Our priority is to support those in the most vulnerable situations and we kindly ask that you only call if your query is urgent. It may take us longer than normal to answer calls or respond to emails but please be assured that we are working hard to deal with queries as quickly as possible. We appreciate your patience and consideration at this time.


Here is some basic guidance that may help you:

If you are concerned about potential future financial difficulties or want to understand how we are ensuring we can continue to support our customers please read through the Frequently Asked Questions below.

If you have been directly affected by COVID-19 and are experiencing financial uncertainty please contact us to discuss your situation.

If you wish to make a payment or obtain a settlement figure please visit our Customer Services Portal.

If you are one of our partner dealers please contact your Account Manager in the usual way.

Collections Team: collections@bluemotorfinance.co.uk or 0203 005 9332

Opening hours: Monday to Friday 8am-8pm, Saturday and Sunday 9am-5pm

Customer Services Team: customerservices@bluemotorfinance.co.uk or 0203 005 9330

Opening hours: Monday to Friday 8am-8pm, Saturday 9am-6pm, Sunday 9am-5pm

www.bluemotorfinance.co.uk


Frequently Asked Questions

Is Blue open for business as usual?

Our primary concern is for the health and safety of our customers, staff and partner dealers. We are, however, open for business as usual and remain available to support our customers.

We are restricting our visits to supporting dealers and will be managing these relationships remotely.

What will be the impact of disruption?

We are confident that we will maintain our service levels although we are mindful that call volumes are likely to be higher than normal and some customers may experience some delay.

COVID-19 has directly impacted me and I may miss a payment, can I have a payment holiday?

We take very seriously the way in which we work with customers who may find themselves in vulnerable situations. We have procedures in place for considering forbearance or support for any customer impacted by COVID-19. We will review each customer on an individual basis and work with them to find an appropriate solution.

Will I have to provide evidence from a doctor if I have had COVID-19 or evidence of my financial situation?

We will consider each customer as an individual and will work with you to understand your circumstances, we will only request documentation if it will help us have a better understanding of your circumstances.

Would missing a payment impact my credit rating?

If you miss a payment, your credit file will accurately reflect your account position. If we agree a payment arrangement your credit file will reflect this.

It is possible to add a “Notice of Correction” to your credit file, this gives you the ability to explain your situation.

The credit reference agencies are currently reviewing how they manage this fairly.

You can contact the Credit Reference Agencies as follows:

www.equifax.co.uk or 0800 014 2955

www.experian.co.uk or 0800 013 8888

www.transunion.com or 0330 024 7574

I have been indirectly financially impacted by COVID-19 (school closures for example), and I’m having to pay increased childcare/take unpaid leave to look after my children which means I may not be able to make my repayments.

We take very seriously the way in which we work with customers who may find themselves in vulnerable situations. We have procedures in place for considering forbearance or support for any customer impacted by COVID-19. We will review each customer on an individual basis and work with them to find an appropriate solution.

I am already in arrears but am impacted by the COVID-19, can you provide any further extension or support?

We take very seriously the way in which we work with customers who may find themselves in vulnerable situations. We have procedures in place for considering forbearance or support for any customer impacted by COVID-19. We will review each customer on an individual basis and work with them to find an appropriate solution.

I am worried about my household budget and making payments if COVID-19 escalates, what should I do?

The Money Advice Service www.moneyadviceservice.org.uk provides a free online budget planner and advice on how to complete a budget plan.

This can help you to:

  • Increase control over your money
  • Provide an early warning for potential problems
  • Stay on top of what is coming in and what is going out
  • Decide in advance how your money will work for you
  • Determine how much surplus income you have

In addition to this, you may be eligible for reduced monthly payments or government assistance should you be affected by COVID-19. If you continue to be worried about future financial difficulties, please contact us to discuss this.

Can I reduce my monthly payment if I am having financial difficulties?

If you have been affected by COVID-19, we may be able to consider reducing your monthly payments for a period of time to assist you. This will be looked at on an individual basis and there are a number of factors we take into consideration before any decision is made. These factors include;

Type of agreement

  • Reason for financial difficulties
  • Balance left on the agreement
  • Previous payment history
  • Your current and future affordability