Frequently Asked
Questions
What will happen if I miss my monthly instalment?
I have missed my instalment — what do I need to do?
I am experiencing financial difficulties — what are my options?
My monthly Instalment amount has changed — why has this happened?
Can I pay off my account in full?
How do I cancel my Finance Agreement and Insurance Policy?
How can I change my bank details?
My Direct Debit is cancelled — how do I restart it?
How can I change my contact details?
How do I obtain a copy of my finance agreement?
I did not renew by insurance policy — why have a received a new credit agreement?
What will happen if I miss my monthly instalment?
If we are unable to collect your monthly instalment, we will not re-apply to take that payment. We will contact you either by email or post, advising you by which date the missed payment needs to be made to avoid your insurance policy being cancelled.
I have missed my instalment — what do I need to do?
If you have missed your monthly instalment, it is important that you make this payment promptly to bring your account up to date to avoid cancellation of your insurance policy.
You can make a missed payment quickly and securely online. Simply visit www.gfpaynow.com or call our automated telephone line on 0330 331 0022 and you can make your payment in as little as a couple minutes.
Please note, a missed payment will incur a £25.00 administration fee and this needs to be paid at the same time as the missed payment.
When is my first payment due?
Details of your first payment date and a schedule of your monthly payments are set out in your welcome letter. If you would like a copy of your payment schedule, please click here.
Can I change my payment date?
Yes, you can change your instalment date free of charge, although restrictions as to which payment date we can offer you may apply. If you would like to request a change of payment date, then please click here.
I am experiencing financial difficulties — what are my options?
We understand that many of our customers may be experiencing financial difficulties and other uncertainties. We are here to try to help our customers through difficult times, so we have developed a range of different options that may assist you. Additionally, you can get free non-judgmental and independent advice from several organisations. Click here for further information and to view our available options.
My monthly Instalment amount has changed — why has this happened?
When you make changes to your policy (e.g., a change of vehicle or change of address), this may result in an increase or decrease of your insurance premium, which may affect your Instalment payments. Your instalments may also increase if your insurance broker has not received your No Claims Bonus, which has resulted in an increase to the cost of your insurance policy. If you are unsure why your instalment amounts have changed, please contact your insurance broker for further details.
Can I pay off my account in full?
You can settle your agreement in full at any point during the policy year. Please contact us on 01704 339 000 and we will provide you with the full amount owing on your agreement; we can debit the amount by card over the phone. There is no additional charge applied for paying the agreement in full. Please note, we would be unable to take a card payment within 5 working days of a scheduled direct debit.
How do I cancel my Finance Agreement and Insurance Policy?
If you wish to cancel your insurance policy, then you will need to contact your insurance broker in the first instance.
Following successful cancellation of your policy by your insurance broker, your credit agreement will be cancelled. Provided you do not have any open or fault claims on your insurance policy, a refund may be due. Any refund due will be offset against any outstanding balance and any shortfall will become payable by you. Where applicable, your insurer may pay your claim settlement to us to discharge and/or reduce any sums owed to us.
How can I change my bank details?
You can request to change your bank details by simply clicking here. Please note that it can take up to 7 working days for the new account details to be applied to your agreement; so, if your payment is due within the next 7 working days, this could mean that the payment is still applied to your old account. Please ensure there will be sufficient funds available.
My Direct Debit is cancelled — how do I restart it?
Provided you have an active policy in force and your payments are up to date, you can request to restart you direct debit payments by clicking here. Please note, if you next monthly instalment is due within the next 7 working days, your direct debit may not restart until the next calendar month. If this is the case, please go to www.gfpaynow.com on the day your payment is due, or contact us on webchat on or before your payment is due to make your payment. Failure to make your payment by the due date may incur an administration fee of £25.00.
How can I change my contact details?
To request a change to your contact details, please click here. You must also contact your insurance broker to confirm a change to any of your contact details and in particular any change to your address — failure to do so may invalidate your insurance policy.
How do I obtain a copy of my finance agreement?
If you wish to be sent a copy of your finance agreement or payment schedule, click here.
I did not renew by insurance policy — why have a received a new credit agreement?
We will renew the transaction to finance your insurance policy upon instructions received from your broker. If you want to withdraw from this transaction, you need to notify your insurance broker directly to discuss cancelling your policy renewal.
How do I make a complaint?
Our customers are at the heart of everything we do, and it is our goal to provide a high level of service to all our customers. However, we recognise that things can go wrong, and if this occurs, we are committed to resolving matters promptly and fairly.
If you wish to register a complaint, please contact us via:
Post
Granite Finance Limited,
98 Liverpool Road,
Formby,
Merseyside,
L37 6BS
In all correspondence, please quote:
- Your policy number or finance agreement number
- What has gone wrong
- What you would like us to do to put this right
- Your preferred contact number
If we are unable to resolve your concerns quickly, we will:
- Acknowledge your complaint promptly
- Assign a dedicated complaint expert who will review your complaint
- Carry out a thorough and impartial investigation
- Keep you updated of the progress
- Do everything we can to resolve things as quickly as possible
- Provide a written response within 8 weeks of receiving your complaint — this will inform you of the results of our investigation or explain why this is not possible
If you are not happy with our response and feel we have not considered all your issues, or you can provide further information, please let us know and we’ll be happy to review.
You can Contact the Financial Ombudsman Service
You may also be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint if you remain unhappy. If this is the case, you also have the right to ask them to review your complaint if we have been unable to resolve it within 8 weeks. We will provide full details in our response if this is possible.
The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not; contacting them will not affect your legal rights.
In writing:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
By telephone:
You can also visit their website at www.financial-ombudsman.org.uk where you will find further information.
Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Granite Finance Limited have had the opportunity to consider and resolve this.