Financial Difficulties

Support When You Need It

We understand that circumstances can change. If you’re having trouble making payments, please contact us as soon as possible.

Our Financial Support Team will:

  • Listen to your situation without judgment

  • Explore temporary or long-term payment solutions

  • Help you avoid unnecessary charges or harm to your credit file

  • Refer you to free, independent debt advice if needed

Contact our Financial Support Team:
contact@finclusion.co.uk
Tel: 01625 324445

Free independent advice is also available from:

Complaints

How to Make a Complaint

At Finclusion, we always aim to deliver excellent service.

If something hasn’t gone right, please let us know — we’ll work quickly to put it right and learn from it.

How to contact us:
Email: complaints@finclusion.co.uk
Tel: 01625 324445
Write to us: Finclusion Limited, Suite 2, 1st Floor, Ropewalks, Newton Street, Macclesfield, SK11 6QJ

We’ll:

  • Acknowledge your complaint within 3 working days

  • Investigate fairly and keep you updated

  • Provide a final written response within 8 weeks, in line with FCA DISP rules

If you’re not satisfied with our response, or if 8 weeks have passed, you can refer your complaint to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Website - www.financial-ombudsman.org.uk

Frequently Asked Questions

  • How do I apply for vehicle finance?
    You can apply through any of our trusted dealer partners. They’ll take a few basic details and guide you through the application process from start to finish.

    Will applying for finance affect my credit score?
    No. We’ll run a soft credit check first, which doesn’t affect your credit score. If you proceed and sign an agreement, a full (hard) search will appear on your credit file.

    Can I get car finance if I have a poor credit history?
    Yes. We consider applicants with a range of credit backgrounds, including those who’ve had financial difficulties in the past. We assess affordability as well as credit history.

    Who can apply for vehicle finance?
    You’ll need to be aged between 18 and 70, a permanent UK resident, and in regular paid employment. All applications are subject to credit and affordability checks.

    Can I apply if I’m self-employed or receive benefits?
    Yes. As long as you have a regular, verifiable income from employment or self-employment, we’ll consider your application. We can also accept some benefits income, but not where benefits are the sole source of income.

    Can I apply for car finance on someone else’s behalf?
    No. The finance agreement must be in the name of the person who will be the main driver and registered keeper of the vehicle.

    Do I need to provide a deposit?
    A deposit isn’t always required, but paying one can reduce your monthly payments.

    What documents will I need to provide?
    We’ll usually ask for your UK driving licence and recent proof of income (such as a payslip). In some cases, we may need additional documents to confirm affordability.

  • What types of vehicles can I finance?
    We can finance most new or used cars and motorbikes that meet our age and mileage criteria. The vehicle must be bought from a Finclusion-approved UK dealer.

    Can I choose any dealer?
    Vehicles must come from a Finclusion-approved dealer. We work with trusted partners to ensure quality and consumer protection.

    Can I finance an electric or hybrid vehicle?
    Yes, subject to age, mileage, and battery condition. Your dealer will confirm if the vehicle meets our criteria.

    Can I modify the vehicle during the agreement?
    Not without permission. The car remains owned by Finclusion until the agreement is fully settled, so any changes must be approved first.

    Can I take my car abroad?
    Yes, but you’ll need written permission from us before taking the car outside the UK. We’ll normally approve short trips if your account is up to date.

  • How are my monthly payments collected?
    Payments are taken by Direct Debit each month on your chosen date. You can contact us if you need to change your payment date.

    Can I change my payment date?
    Yes — you can usually change it once within a 12-month period, subject to our approval.

    Can I make extra payments or pay off my agreement early?
    Yes. You can make lump-sum payments or settle your agreement early at any time. We’ll provide a settlement figure on request.

    What happens if I miss a payment?
    Please contact us as soon as possible. Our Support Team will work with you to agree a suitable plan and minimise any impact on your credit file.

    What happens if I move home or change my bank details?
    Please let us know as soon as possible so we can update your records and ensure your payments continue smoothly.

    Can I view my account online?
    Yes. Through our customer portal, you can view your balance, request a settlement figure, and update your details quickly and securely.

  • What happens at the end of a Hire Purchase agreement?
    Once you’ve made all payments, including the Option to Purchase fee, ownership of the vehicle transfers to you.

    Can I end my agreement early?
    Yes. You have the right to voluntarily terminate your agreement once you’ve repaid at least 50% of the total amount payable. Contact us to discuss this option.

    Will settling early affect my credit score?
    No. Settling early won’t harm your credit score and can demonstrate good financial management.

    Support, Complaints & Data

    What if my car develops a fault?
    Your rights are protected under the Consumer Rights Act 2015. If a fault occurs soon after purchase, contact the supplying dealer immediately.

    What should I do if I’m struggling financially?
    Talk to us as soon as possible. Our Financial Support Team can discuss tailored solutions such as temporary payment plans or other forbearance options.

    How do I make a complaint?
    You can contact us by phone, email, or post. We’ll acknowledge your complaint within 3 working days and aim to resolve it within 8 weeks, in line with FCA DISP rules.

    What if I’m not happy with the outcome of a complaint?
    If you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service, free of charge.

    Do you report to credit reference agencies?
    Yes. We report your payment history to major UK credit agencies. Making payments on time can help improve your credit profile.

    Is Finclusion regulated?
    Yes. Finclusion Ltd is authorised and regulated by the Financial Conduct Authority (FCA).

    Do you share my information with third parties?
    Only with trusted partners who help us assess your application or manage your finance agreement — never for marketing without your consent.

    What happens to my personal data?
    We use your information only to assess your application and manage your agreement. For full details, please see our Privacy Policy.