The COVID-19 pandemic has disrupted all of us over the last few months, changing the way we approach our daily routine as we start to adapt to the new normal.

We want to assure you our priority still remains the same, to ensure the welfare and safety of our employees whilst continuing to provide services to both dealers and customers. We are continuously reviewing our working practices in line with advice and direction from the government and health organisations.

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.

We have created this page which will be updated regularly to keep you updated with any changes to our services which may affect you over the coming weeks/months.

Santander Mortgages

Please note that we at Santander Consumer Finance only manage Motor Finance agreements, for help with any other types of finance from Santander please click here:

Santander.co.uk

Managing your loan and accessing Information

We have a number of self service options available via our manage your account page which are available 24/7, or you can find answers to our most Frequently Asked Questions below.

If you need to contact us and your problem is not urgent, please email us at customerservices@santanderconsumer.co.uk. We will aim to respond within 7 working days.

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.

Opening hours: Monday to Friday – 8am to 7pm, Saturday – 9am to 1:30pm


Financial Difficulties

If you have been financially impacted by Coronavirus, we may be able offer you a payment deferral which will pause your payments for 3 months. Your agreement will then be extended by 3 months. This is subject to eligibility.

Request a Payment Deferral

If we agree to a change to your current payment arrangement, due to circumstances relating to the Covid-19 pandemic, your credit history will not be adversely affected.

If you are experiencing financial difficulties or anticipate financial difficulty due to coronavirus, independent information is available through The Money Advice Service.

Frequently asked questions about Covid-19 Coronavirus and your finance agreement

Deferring my payments
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.

Request a Payment Deferral

I am having financial difficulties due to Coronavirus, can I have payment deferral?

If you have been financially impacted by Coronavirus, we may be able offer you a payment deferral which will pause your payments for 3 months, your agreement will then be extended by 3 months, this is subject to eligibility.

Request a Payment Deferral

Can I apply for a payment deferral if my Direct Debit is due?

We apply for Direct Debit payments 2 working days before your payment date, during this time we are unable to make any changes to your account. You will be able to apply for a payment deferral on your payment date and after your payment date.

Will a payment deferral affect my credit file?
If we agree to a change to your current payment arrangement, due to circumstances relating to the Coronavirus pandemic, your credit history will not be adversely affected.
What happens when my payment deferral ends?

The payment deferral will pause your monthly payments and Direct Debit for a period of 3 months after which your Direct Debit will resume, and your payments return to the original schedule. Your agreement will then be extended by 3 months. No other terms of your agreement with us will be affected by this change.

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

We apologise that you have been unable to contact us during this time. Please email details of your enquiry to customerservices@santanderconsumer.co.uk

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

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

Returning my vehicle
What is 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?
If you wish to voluntarily terminate your agreement please email VoluntaryTermination@santanderconsumer.co.uk.
What happens if I am struggling to pay the balance of my Voluntary Termination?
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.
My car is due back, can I return this to one of your auctions?
Unfortunately, this will not be a possible at present. Due to the government guidelines around Covid-19 and social distancing, all auction sites are closed.
As auction sites are now closed, my car will take longer to sell therefore impacting the value. How will this affect my agreement?

Unfortunately, due to the government guidelines to slow the spread of Covid-19, all non-essential businesses are closed which includes Auction houses, so our agents will store your vehicle securely at no cost to you.

  • If you have a Personal Contract Purchase (PCP) agreement - The Guaranteed Future Value of the vehicle on PCP does not change, regardless of the actual value of the vehicle. As the customer you will not be liable for any additional payments if this figure is not met at auction.
  • For Voluntary Terminations - as outlined in the ‘Your Rights’ section of the agreement document, you are liable for 50% of the total amount payable. This value remains the same, regardless of the auction sale price, therefore if the vehicle sells for less you are only liable for the 50% figure stated in the terms and conditions.
  • If you have appointed us as your Sales Agent on a Fixed Sum Loan - If you have irrevocably appointed us as your Sales Agent to sell your vehicle on your behalf, you may be liable for any shortfall on the balance once the vehicle is sold at auction. We will look at affordable arrangements for you once the vehicle is sold and the proceeds from the sale have been allocated to your finance agreement.

How long will it take to collect my vehicle?

Our collection agents are still collecting vehicles at present and your vehicle should be collected within 2 weeks.

The vehicle must remain insured and road legal until collected by our agents.

What precautions are in place for when you collect my vehicle?
Our collections agents are trained and equipped with the appropriate personal protective equipment to collect the vehicles while complying with the government Covid-19 social distancing rules.
I am self-isolating, but my vehicle is due for collection, what should I do?

If you are in a period of self-isolation as you believe you have or may have been exposed to coronavirus, please advise our agent when they call to arrange collection of the vehicle.

If you have already scheduled a collection and have since gone into self-isolation, please notify the agent collecting your vehicle as soon as possible.

Contract Hire questions (if your Agreement starts with S,M,V or G)
I have been financially impacted by Coronavirus, what can you do to help?

If you have been financially impacted by Coronavirus, we may be able to put a payment arrangement in place for up to 3 months, depending on your circumstances.

This will pause your payments for a period of 3 months, your agreement will then be extended by 3 months at the end. Your terms and conditions will remain the same.

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

To request a payment deferral please contact us on the details below:

Santander Consumer Finance Contract Hire (Agreement number starts SC or SR):
Email: customerservices@scfcontracthire.co.uk
Telephone: 0330 134 8751

Mazda Financial Services Contract Hire (Agreement starts MC or MR):
Email: customerservices@msfcontracthire.co.uk
Telephone: 0370 732 4060

Volvo Car Financial Services (Agreement starts with VC or VR):
Email: customerservices@volvocarcontracthire.co.uk
Telephone: 0800 0851 322

MG Motor Financial Service (Agreement starts with GC or GR):
Email: customerservices@mgmfsmotors.co.uk
Telephone: 0330 123 4341

Calls to 0800 numbers from UK landlines and mobiles are free, calls to 0330 & 0370 numbers cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes and discount schemes in the same way.

My Hire agreement is coming to the end of term, what happens to my car?

We may be able to extend your agreement for a period of 6 months, subject to eligibility. If you would like to extend your Hire agreement, please email us on the details below and we will contact you to discuss this.

If you do not wish to extend your agreement, we will arrange for the vehicle to be collected as soon as we are able to do so. Whilst awaiting collection the vehicle must remain insured, roadworthy, parked safely and securely and not driven.

Santander Consumer Finance Contract Hire (Agreement number starts SC or SR):
Email: customerservices@scfcontracthire.co.uk
Telephone: 0330 134 8751

Mazda Financial Services Contract Hire (Agreement starts MC or MR):
Email: customerservices@msfcontracthire.co.uk
Telephone: 0370 732 4060

Volvo Car Financial Services (Agreement starts with VC or VR):
Email: customerservices@volvocarcontracthire.co.uk
Telephone: 0800 0851 322

MG Motor Financial Service (Agreement starts with GC or GR):
Email: customerservices@mgmfsmotors.co.uk
Telephone: 0330 123 4341

Calls to 0800 numbers from UK landlines and mobiles are free, calls to 0330 & 0370 numbers cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes and discount schemes in the same way.

What if my MOT is due?
The government has confirmed they are granting a temporary MOT exemption if your MOT is due from 30 March 2020, meaning you’ll automatically receive a 6 month extension. However, you must still keep your vehicle in a roadworthy condition.
My vehicle is due a service. What should I do?

Some garages have remained open at this time although generally only for emergency repairs or for key workers.

If you have not been able to arrange a service on the vehicle you will not be penalised/charged for a late service.

Impact on Santander Consumer Finance

We have business contingency plans in place across all areas of our business and have been implementing these over the last few weeks and now have 100% of eligible staff working from home.

As the situation develops, we are continuously working to ensure our plans remain relevant and robust.

We are also continuing to monitor events closely, following the guidance from relevant authorities including the World Health Organisation and the UK Government.