Frequently Asked Questions
How much can I spend using finance for my orders?
You can use finance for orders ranging from £250 to £25000.
What do I need to apply online?
Previous address if you have lived in your current home for less than three years.
Bank details (sort code and account number)
Email address and contact telephone number - Your daytime (home or work) and/ or your evening phone number – one of which must be a fixed landline.
You must be at least 18 years of age, be able to make repayments by Direct Debit, and be in regular employment (min. 16 hours per week), including self-employed or permanent residence with your partner who is in regular work.
Which credit reference agencies do you report to?
We currently report to Experian, TransUnion, and Equifax. If you have any questions about your credit file, you should speak to the credit reference agency in the first instance. If you want to remove a third party from your account, you must let us know by phone, email, or secure message.
What will show on my bank statement when my Direct Debit is collected?
When your Direct Debit payment is collected 'V12 Retail Finance' will appear on your bank statement.
Can I view my statement online?
You can view your annual statement online on your V12 Self-Service Portal account. You will receive your information annually emailed to you when it is ready. In the meantime, you can view your transaction history live on your V12 Self-Service Portal account. Please check your V12 Self-Service Portal account to ensure we have your up-to-date email address for your annual statement. You can check your outstanding balance online on your V12 Self-Service Portal at any time.
Why is my online statement not showing my most recent payments?
The online statement updates once a year on the anniversary of taking out your finance to show the current position as of the most recent anniversary. For your account's most up-to-date position, you can view your outstanding balance and transaction history on your V12 Self-Service Portal account.
Can I make additional payments into my account and decrease my monthly payments?
You can make added payments anytime on your V12 Self-Service Portal account. We can accept other payments made by debit card on your V12 Self-Service Portal account or over the phone, or you can make a payment by bank transfer. Added payments will reflect differently depending on your account type. You can choose for the lump sum payment to reduce the remaining term of your agreement by keeping your monthly payment amount the same or keeping your remaining time the same and lowering your monthly payment amount.
Will I get confirmation that I have made all my payments?
Yes, you will get confirmation of your account being settled sent via email if your communication preference is set to email. This will usually be sent around ten days after we have received your last payment. The confirmation will be sent to the registered email address; please check your V12 Self-Service portal account to ensure we have your up-to-date email address.
What should I do if I cannot make a payment this month?
We understand that circumstances change, and unexpected events can come along. If you find yourself in this position, we have a team on hand to help. Please contact us at 03331 22 11 01 if you are experiencing financial difficulties or are concerned about your ability to repay your V12 loan. Please also visit our Financial Difficulties section for further help and advice.
Can I change my payment date?
Yes, you can change your payment date by logging onto your V12 Self-Service Portal account, choosing the account you wish to change and selecting your new payment date.
How do I change my address and contact details?
To update your details, log onto your V12 Self-Service Portal account, click on 'My Account' and edit the details you want to change.
Can someone act on my behalf to manage my V12 account?
Yes, you can nominate someone to act on your behalf. This means that they can talk to us about anything to do with your account, which means they will have access to the information you provided. They will be able to make changes to your payments and payment date, and we will send them the same communications we send you, so they have up-to-date information about your account. To set this up, you will need to call us on 02920 468 900. You can also nominate someone to make payments for you only; this means we will only be able to talk to them about your monthly payments and not the rest of your account.
How do I cancel my application?
You can cancel your application at any point before you have signed the online documents by calling 02920 468 916. You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement, without giving any reason, within 14 days from the day after the day on which you sign the agreement.
