Customer and Dealership Support
Whether you are a new customer looking for more information about the application process, an existing customer looking for support with your finance agreement, or work at a vehicle dealership and have questions about working with us - this page should answer any questions that you have!
What is Hire Purchase finance?
Hire Purchase is a way of buying a vehicle on finance, where the loan is secured against the vehicle – you make fixed monthly, or weekly, payments over an agreed period of time. This means you do not own the vehicle until the last payment has been made.
Depending on the given credit limit, and the cost of the vehicle, you may need to pay a deposit – this will be taken off the screen price of the vehicle.
What is a credit file?
A credit file is a collection of information about your payment history for the utility bills and credit you have taken out and shows how well you have managed these payments over time.
What does a credit file show?
A credit file shows all of the credit you have taken out over the last six years and how these have been managed, including: mobile phone contracts, utility bills, payday loans, and mortgages. Credit files also display any financial issues you have had in this time, such as missed payments, IVAs, CCJs, and bankruptcies.
You can find out more about the different factors which can present themselves on your credit file, and how they can have an effect on the strength of it, by visiting our Understanding Your Credit File blog.
Take a look at our YouTube channel for more information about credit files.
I have an IVA, can I get vehicle finance?
If you have an IVA, we can only consider providing you with vehicle finance if you have the express permission of your Insolvency Practitioner – it is best to get this before you apply.
I have 'bad credit', can I get vehicle finance?
If you have had difficulty obtaining credit in the past, whether this being a result of missed payments, a self-employed status, or having little to show on your credit file, then we may still be able to help you. When you apply for vehicle finance, we will have a conversation with you to understand the circumstances around why you have got 'bad’ credit and make a decision from there.
I have a provisional driving licence, can I apply for vehicle finance?
Yes, you can apply for vehicle finance with us if you only have a provisional driving licence. However, there are some rules/restrictions around the finance agreement going live if you have not passed your driving test between applying for vehicle finance and the purchase of the vehicle – our Underwriting team will discuss this with you.
After applying, when can I expect to hear from First Response Finance?
After you have submitted your finance application, we aim to get back to you within one working day, with either a decision on whether you have been approved or not, or for further information.
What types of vehicles can First Response Finance provide finance for?
We can provide finance for a wide variety of cars, vans, and motorbikes.
Which dealerships can I purchase a vehicle from?
We have worked with over 8,700 dealerships across the UK, and even if you find a vehicle that you want from a dealership that we haven’t worked with before, our Dealer Onboarding team can look into getting them set up as a dealer partner on our system.
If you are struggling to find a vehicle, we have a team dedicated to helping customers find a vehicle – call our Deal Making Team on 0141 848 8933.
Can I change the vehicle on my application to one that I have seen at a different dealership?
If you apply for vehicle finance with us through one of our dealer partners then we would encourage you to purchase a vehicle from that dealership, rather than looking for one elsewhere. However, as long as the dealer is aware that you want to purchase a vehicle from a different dealership, we can continue to provide you with vehicle finance.
Who does the vehicle belong to?
Once you sign your finance agreement, we will send the funds directly to the dealership, meaning that the dealership sells the vehicle to First Response Finance. However, you will be the registered keeper of the vehicle and have all of the vehicle documents I.e. log book (V5C). You will also be responsible for the vehicle’s upkeep. The vehicle will legally belong to you once you have made your final payment on your finance agreement.
I want to change my vehicle, what do I need to do?
We understand that circumstances change which might lead to you needing to change your vehicle. If this is the case, you can apply online to change your vehicle.
Who do I speak to if there is a problem with my vehicle?
If you experience any issues with your vehicle, please make our Customer Experience Team aware so they can assist you in getting the problem resolved – their phone number is 0115 946 6368.
How do I change my Direct Debit?
To change your Direct Debit date, give our Account Management team a call as someone from that department will be able to arrange a more suitable date for your payment to go out on – their phone number is 01942 686 686.
What is the interest rate for my finance agreement?
The interest rate for your finance agreement can be found on the documentation you will have received, via email, when your finance agreement went live. You will also be able to find this information by logging into your Customer Portal.
What is the remaining balance on my finance agreement?
You can find out what the remaining balance on your finance agreement is by logging into your Customer Portal.
How do I request a settlement figure?
You can request a settlement figure, at any point during your finance agreement, by getting in contact with our Account Management team.
Phone number: 01942 686 686
Email address: email@example.com
I have missed a payment, what should I do?
We understand that circumstances change which can result in you missing a payment, or not being able to make your next payment on time. If you are experiencing financial difficulties, get in contact with our Account Management team as they will be able to discuss with you how First Response Finance can help you during these times – their phone number is 01942 686 686.
There has been a change in my circumstances that may affect my finance agreement…
If there has been a change in your circumstances that may affect your finance agreement, or you have some personal information that you would like to share with us, give our Account Management team a call on 01942 686 686. Alternatively, you can send an email to firstname.lastname@example.org (ensure you put your agreement number in the subject box).
I am struggling with my finances, what should I do?
If you feel like you are struggling with your finances, give our Account Management Team a call as someone from that department will be able to discuss what we can do to support you during these times – their phone number is 01942 686 686. Alternatively, you can seek free independent advice from a number of trusted organisations, including:
Business Debtline is a charity that gives free debt advice to small businesses and self-employed people.
Phone number: 0800 197 6026 (Monday to Friday 9am-8pm)
Website address: www.businessdebtline.org
Citizens Advice can provide you with advice and information on debt, as well as other subject matters.
Phone number: 03454 04 05 06 (Monday to Friday 9am-5pm)
Website address: www.citizensadvice.org.uk
Citizens Advice Wales offer advice and information on debt and other money-related topics for those living in Wales.
Phone number: 0300 330 1313 (Adviceline – calls cost 12p per minute from a landline, and between 3p and 45p from a mobile)
Website address: www.citizensadvice.org.uk/wales/debt-and-money
Money Helper offers free, unbiased and easy-to-access money tools, information and advice regarding finances.
Phone number: 0800 138 7777 (Monday to Friday 8am-6pm)
Website address: www.moneyhelper.org.uk/en/money-troubles/dealing-with-debt
Money Advice Scotland provides debt advice for those living in Scotland.
Website address: www.moneyadvicescotland.org.uk
Illegal Money Lending Task Force provide free independent advice and support regarding unauthorised lenders.
Phone number: 0300 555 2222 (24/7)
Email address: email@example.com
To report an unauthorised money lender, complete an online reporting form at www.stoploansharks.co.uk.
How Do I Start Working with First Response Finance?
In order to work with First Response Finance, you will need to be registered as an authorised dealership with the Financial Conduct Authority (FCA).
It is also a good idea to be registered with the Information Commissioners Office (ICO) – don’t worry if you’re not, our Dealer Setup Group can provide you with the details needed to begin the registration process.
What Is the Easiest Way to Get an Update on a Customer’s Application?
To get an update on a customer’s application, you can give our Sales team a call. However, all of the information is available on your Dealer Portal – all you have to do is login to view the application details.
Is First Response Finance linked to an accident claims company?
No, First Response Finance do not operate within the accident claims arena and we are not associated with any similarly named businesses in any manner.
We have been informed by members of the public that a company using the name ‘First Response’ is contacting them regarding accident claims, but please be assured this is not us and we have no affiliation with them. If you are contacted and feel harassed by this company we would advise you to make a note of the telephone number you received the call from and report your concerns to the Information Commissioners Office and add your phone number to the Telephone Preference Service.