COVID-19 Information and Support at Genesis Finance

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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@genesisfinanceuk.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@hyundaifinancecontracthire.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.

What help is available

We may be able to reschedule your agreement to extend the term for an additional period of time, which will effectively reduce your monthly instalment amount. Any reschedules are subject to eligibility and will be assessed based upon your circumstances. Please email the Genesis Customer Services Team at customerservices@genesisfinanceuk.co.uk to discuss.

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.

Frequently Asked Questions

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
Genesis 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@genesisfinanceuk.co.uk including your Genesis 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@genesisfinanceuk.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@genesisfinancecontracthire.co.uk including your Genesis 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?

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

During this time of uncertainty Genesis 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, should you need further support:

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.

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 Genesis studios 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.

Should you wish to discuss any of these options please email us at customerservices@genesisfinanceuk.co.uk including your Genesis 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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