COVID-19 (Coronavirus) Support Page

Given the unprecedented COVID-19 (Coronavirus) situation, we recognise the disruption it may cause over the next few weeks/months.

We are working hard to continue to aim to provide a seamless customer journey, whilst keeping the safety of our teams and customers of the highest importance.

We are closely monitoring Government and Finance Industry regulatory advice in order to ensure that we are acting appropriately, whilst continuing to serve and support our customers.

This page addresses any concerns you may have and answers common queries during this difficult time which will be updated regularly according to any changes that may affect you.

COVID-19 FOCUS: CONTRACT MANAGEMENT

Is the FCA Automotive Services office still open?

Our office is closed in line with government guidelines, however, our teams are working remotely to support you with your individual needs. Considering the large number of enquiries we are receiving, it is taking a little longer than usual to answer. We kindly ask you to bear with us during this difficult time and we will get back to you as soon as we can.

What are my options if my income has been affected by COVID-19?

If you are concerned about Coronavirus (COVID-19) and how it may affect you financially, we are here to offer you help and support. Please contact us via email at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will respond as soon as possible.

Is it possible to request a payment holiday?

If you have concerns about your ability to pay your finance agreement as a direct result of COVID-19, please be assured we are here to discuss your needs and the available options we may be able to offer you.

If your income has been affected by the disruption from coronavirus, we have a number of options to help you including payment deferrals for up to 3 months. If you need support at this time please e-mail This email address is being protected from spambots. You need JavaScript enabled to view it.

As you will appreciate our teams are very busy at the moment supporting affected customers and we will respond to you and confirm your options to you, usually within 24 hours. Once you have decided on your preferred option it may take up to three weeks for us process your request and we would ask that you try to remain patient during this difficult time.

Would a payment freeze impact my credit file?

We are putting in place some additional steps in order to support customers and if you elect to take our payment deferral option we can confirm your credit file will not be impacted.

I can’t afford to pay for my vehicle. Can I end my contract?

If you are concerned about Coronavirus (COVID-19) and how it may affect you financially, we are here to offer you help and support. Please contact us via email at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will respond as soon as possible.

Voluntary Terminations

Under the Consumer Credit Act 1974, you have a legal right to end your car finance agreement early, as long as certain conditions are met. If you want to end your contract early, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. and we will discuss the options available to you, based on which type of finance agreement you have chosen.

COVID-19 FOCUS: FINAL PAYMENT OPTIONS ON PCP

I want to keep my vehicle. What should I do?

If you wish to keep the vehicle you can simply make the final payment. Just e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. and we will let you know the ways to pay.

I want to refinance the final payment. What should I do?

If you wish to keep the vehicle and refinance the final payment, please e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. and we will be in touch to let you know the options available to you. At this time, if necessary, we are able to offer you a 3 month payment holiday at the start of your refinance agreement.

I want to Part Exchange my vehicle. What should I do?

Retailers are offering a digital part exchange tool which is optimised to provide the customer with a free online valuation. Please contact your local retailer or visit the manufacturers’ website to find out more.

I need to return my vehicle. What should I do?

If you wish to return the vehicle to us we can arrange this for you but our vehicle collection services are temporarily suspended due to coronavirus restrictions and requirements for social distancing. We can still take your request and process it for action as soon as possible. In the meantime we will give you an additional mileage allowance should you wish to continue to use the vehicle or you have the option to register the vehicle as ‘off road’ through the SORN process managed by the DVLA. Please note if your MOT was due on or after the 30th March, the Government has allowed a 6 month extension for the test to take place.

By exception we are happy to support you and arrange for your vehicle to be collected by an alternative supplier, however, please note this will be charged at cost which is currently c £250 excl. VAT. Please do not request collection of your vehicle if you are experiencing any symptoms of COVID-19, or if you are in daily contact with anyone in a high-risk group.

COVID-19 FOCUS: ORDER AND DELIVERY OF YOUR VEHICLE

Are all retailers closed?

As all non-essential activities including car showrooms across the UK are closing their doors, many of these retailers are still available remotely to take calls and handle inquiries. The use of virtual calling has been implemented through the retailer network to offer our customers a one-way or two-way video conversation. Please visit your vehicle's manufacturer website for full details or call your local retailer.

Can I finance a new vehicle with FCA Automotive Services in the current situation?

Some of our retailer network has launched digital remote-buying features, which includes video calling and a contact-free buying service where you can view, choose and order a new vehicle safely from your home. Please visit your vehicle’s manufacturer website for full details or call your local retailer.

Can I get my vehicle delivered to my home?

Following the UK Government restrictions to reduce the transmission of COVID-19, only selected retailers offer the option for vehicle delivery. Please contact your local retailer to discuss options available.

Will my new vehicle be delayed by Coronavirus?

If you have recently ordered a new vehicle, there may be a delay in delivering it to you. Most manufacturers have suspended their production over the past few weeks. Moreover, retailers and logistic companies are taking additional precautions to protect their staff. Please contact your local retailer to find out whether to expect delays. If you cannot wait for a factory ordered vehicle or need a vehicle quickly, please check out the latest in-stock vehicles available from your vehicle manufacturer website or call your local retailer.

Is it safe to take delivery of a used vehicle?

Our trusted retailers will ensure that all their new and used vehicles stock will be subject to thorough cleansing process and disinfection service before they’re delivered. For more information, please call your local retailer.

COVID-19 FOCUS: MAINTENANCE

Can I take my vehicle in for a service?

Most of our retailers are still open for servicing, though they may have to priorities frontline key workers. Please acknowledge that following the UK Government’s advice, routine servicing is NOT considered as essential repair. Please call your local retailer and they can advise further.