COVID-19 Information and Support at Kia Finance

We are working hard to ensure that we are able to speak to customers that really need our assistance during these unprecedented times and we would like to thank you for your continued patience and understanding. We want to assure you that we are doing everything we can to support all of our customers during this difficult and unsettling period.

Please visit our dedicated COVID-19 page where you can find more information and support as well as being able to manage elements of your finance contract online.

We're here to help

The COVID-19 virus has disrupted all of us in recent months, changing how we approach our daily routines as we start to adapt to a ‘new normal’. The safety and wellbeing of our employees and customers remains of paramount importance and we are continuously reviewing our working practices in line with advice and direction from the Government and public health organisations.

We also recognise the wider impact Coronavirus will have on businesses and the UK economy, and understand this may cause financial concerns for some customers.

We want to assure you that we are doing everything we can to support all our customers during this difficult and unsettling period.

We have created this page which will be updated regularly with any changes to our services which may affect you.

Contact Us

We are working hard to ensure that we can speak to customers that really need our assistance and we would like to thank you for your patience and understanding. We want to assure you that we are doing everything we can to support all our customers during this difficult and unsettling period.

To assist us we would kindly ask you only call our contact centre if your problem is urgent, this will enable us to prioritise the most vulnerable customers. Our opening hours are currently Monday to Friday, 9am to 5pm.

For Personal Contract Purchase and Personal Motor Loan customers

If you need to contact us and your problem is not urgent, please email us:

customerservices@kiafinance.co.uk

Please include the following:

  • Your 14-digit account number
  • Your full name as it appears on your agreement
  • Your contact number
  • Details of your request

 

Please be aware we may take longer than usual to respond to your requests, and it can take up to 7 days for us to respond.

For Personal Contract Hire customers

 

If you need to contact us and your problem is not urgent, please email us:

contactus@kiafinancecontracthire.co.uk

Please include the following:

  • Your 14-digit account number
  • Your full name as it appears on your agreement
  • Your contact number
  • Details of your request

 

Please be aware we may take longer than usual to respond to your requests, and it can take up to 7 days for us to respond.

Requesting a Payment Deferral

If you are facing payment difficulties resulting from the COVID-19 virus, we may be able to provide you with some assistance by granting a payment deferral for 3 months. This may not be a suitable arrangement for every customer, and we will assess each request individually.

If we agree to change your current payment arrangement due to circumstances relating to the COVID-19 virus, there will be no additional charges or fees and your credit history will not be adversely affected.

To process your request, we will need your agreement number. You can find this number on your finance agreement or at the top of any letters received from us.

There are slightly different process depending on the type of agreement you have with us:

For Personal Contract Purchase and Personal Motor Loan Customers

(Your agreement number starts with a 450)

To apply for a three month payment deferral, please complete an online request by using the button below. If your request is successful, your request will be processed automatically and you will receive an email notification when it is completed.

 

 

Request Payment Deferral

For Personal Contract Hire Customers

 

(Your agreement number starts with a K)

Email: contactus@kiafinancecontracthire.co.uk

Phone: 0800 0749 755 (option 4)
Calls cost exactly the same as calls to regular local or national landlines (those starting with 01 or 02)

Our lines are open
Monday to Friday: 9:00am to 5:30pm
Saturday: 10:00am to 4:00pm

 

Please be aware we may take longer than usual to respond to your requests, and it can take up to 7 days for us to respond.

I have previously had a payment deferral

If you have previously had a payment deferral and continue to be financially impacted by COVID-19, we have a number of available options, in line with the FCA guidelines, that will allow us to continue to provide you with some additional assistance should you need it.  Please click here to find out more.

Managing your account online

We have a full range of self-service options available on our Manage My Contract page which are available 24/7 or the below may be able to assist you in the first instance.

Make a Payment

Make a Payment

3 Month Payment Deferral

3 Month Payment Deferral

Change Payment Date

Change Payment Date

Get a Settlement Figure

Get a Settlement Figure

Frequently Asked Questions

What is a payment deferral?

A payment deferral will pause your payments and your direct debit for a period of 3 months after which time your direct debit will resume and your payments return to the original schedule. Your agreement will then be extended by 3 months.

There is no charge for this service if you have been financially impacted by Coronavirus.

Can I apply for a payment deferral if my direct debit is due?

We apply for direct debit payments 3 working days before your payment date, during this time we are unable to make any changes to your account and request that you contact us 6 working days after your payment date.

Will a payment deferral affect my credit history?

If we agree to change your current payment arrangement due to circumstances relating to the Coronavirus outbreak, your credit history will not be adversely affected.

What happens when my payment deferral ends?

Following your 3-month payment deferral your normal payment schedule will resume in line with the written confirmation you should have received.  As detailed in the recent Financial Conduct Authority (FCA) guidance, it is in your best interest to resume payments if you can do so.

However, if you are unable to resume your monthly payments, we may be able to offer you further assistance.  Please click here to find out more.

What is a voluntary termination?

Under the Consumer Credit act 1974, you have the right to end any regulated Hire Purchase or Conditional Sale agreement once you’ve paid 50% of the total amount payable, this figure is shown on your original agreement in the ‘Your Rights’ section in the terms and conditions. If you are in arrears on your agreement, you will still be liable for those too.

For all voluntary terminations you are obliged to take reasonable care of the vehicle, this means any repairs to damage such as dents/scratches must be paid for as well as mechanical work such as replacement of defective items such as tyres, exhausts, brakes and clutches.

Please click here for more information on voluntary terminations.

How can I voluntarily terminate my agreement?

In all instances if you wish to voluntarily terminate your agreement you must inform us in writing. Your letter, which must include your name, address, agreement number and contact phone numbers, should be sent to:

Voluntary Terminations Department – Arrears Management
Kia Finance
86 Station Road
Redhill
Surrey, RH1 1SR

What happens if I'm struggling to pay the balance of my voluntary agreement?

We understand your circumstances may have changed, so if you are unable to pay the full liability at once, our Recoveries department will look at agreeing an affordable arrangement with you.

Am I able to change the due date of my monthly payments?

Yes, you can.  Please use our online service to complete this.

I am a frontline member of staff and unable to get through your call centre due to your opening hours, how do I get in touch?

We apologise that you have been unable to contact us during this time, please email details of your enquiry to the following:

For Personal Contract Purchase and Personal Motor Loan customers:

customerservices@kiafinance.co.uk including your Kia Finance 14-digit account number, your full name as it appears on your agreement, details of your request and a contact number. We will aim to respond within 7 working days.

Alternatively, if you would like to authorise someone to discuss your account on your behalf please complete this form and email it to customerservices@kiafinance.co.uk

Please note an authorised third party will be able to discuss your agreement but will be unable to make any changes.

For Personal Contract Hire customers:

contactus@kiafinancecontracthire.co.uk including your Kia Finance account number, your full name as it appears on your agreement, details of your request and a contact number. We will aim to respond within 7 working days

My PCP agreement is reaching the end of its term, what should I do?

During this time of uncertainty Kia Finance has introduced some additional support and information to help customers whose PCP agreement is ending during the Coronavirus period:

I want to keep my vehicle and pay the optional final payment
Your optional final payment will automatically be deducted by direct debit on your usual payment date, so you do not need to do anything. However, we are also currently offering a 3-month payment deferral scheme. This means you can extend the payment date of the optional final payment so that it is paid three months from when it is due. During this 3-month period, you will not have to make any further monthly instalments and there will be no additional interest or fees charged. We will also provide a pro-rata mileage allowance based on your existing PCP agreement.

I want to hand the vehicle back
You can hand the car back to us, with nothing further to pay (subject to mileage and fair wear and tear)

I want to part exchange my vehicle and renew
In line with the latest Government guidelines for easing lockdown restrictions Kia dealerships have now re-opened in England, with the remainder of the UK to follow in due course. There are a number of ways we can help you if you're planning to part exchange your car and renew your finance contract, but haven’t yet been able to speak with your Dealer;

3-Month Deferral:
We can defer your optional final payment date by a further 3-months. During this 3-month period, you will not have to make any further monthly instalments and there will be no additional interest or fees charged. We will also provide a pro-rata mileage allowance based on your existing PCP agreement.

Refinance your Optional Final Payment:
We can extend your agreement for a further 12 months. If you decide to take this option, you will continue to make your current monthly payments over the 12 month period, the interest rate you will be charged is 4.9%APR and we will provide you with a reduced balloon payment at the end. You will be able to pay off the outstanding amount at any time, however as your new contract will be a loan agreement rather than a PCP, you will not be able to return your vehicle at the end.

Should you wish to discuss any of these options please email us at customerservices@kiafinance.co.uk including your Kia Finance 14-digit account number, your full name as it appears on your agreement, details of your request and a contact number. We will aim to respond within 7 working days.

Other Resources

If you are experiencing financial difficulties or anticipate financial difficulty due to Coronavirus, independent information is available to help you:

Money Advice Service

The Money Advice Service is an impartial Government service offering free and impartial support. They have a dedicated page on coronavirus and your money that might help you assess your financial situation.

Find out more

GOV.UK

The Government website has a dedicated Coronavirus page which has a range of support and guidance to anyone who needs information on the current situation.

Find out more

Mind

This organisation provides a wide range of advice and support to anyone experiencing a mental health problem and their website contains a section on financial help for individuals.

Find out more

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