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.

Contact

Whilst you can manage some aspects of your contract online, there are other ways you can get in contact with us. We have a dedicated Customer Services team who are on hand to assist you with all aspects of managing your contract, so whether you want to give us a call or prefer to send us an email we're ready to help.

All Payment Enquiries

Such as:

  • Make a payment
  • Managing my arrears

Call 0800 092 8147

Opening Hours: Monday-Friday 9:00-17:30. Saturday 10:00-16:00.
*Calls from UK landlines and mobiles are free

Frequently Asked Questions

Pre-Purchase

  • What information do I need to provide to apply for finance?

    When applying for finance you will be required to supply certain personal information, as well as be able to confirm your identity.

    You will need to provide a full UK driving licence. We may also ask you for a further proof of address dated within three months of submission of your application. Acceptable proof of address includes bank or credit card statement, utility or council tax bills, or mortgage statements.

  • Can I sign my documents at home?

    In most circumstances it is possible to sign your Genesis Finance documents at home. Should you with wish to know if this applies to you, please contact your Genesis Personal Assistant.

  • How can I check if the vehicle I am thinking of buying has finance outstanding on it?

    The supplying dealer should provide this information. If for any reason you are unsure there are a number of organisations through which you can check directly, such as:

Managing My Account

  • How do I change my personal details?

    It’s important that we are aware of any change to your personal details so that our records are correct. You can update the details we hold by completing a Change of Personal Details Request via our website or by calling the Genesis Finance Contract Hire Customer service team on 0800 092 8147*

    *Calls from UK landlines and mobiles are free

  • What should I do if I change my bank account?

    It’s important that we know if you have changed your bank account so we can continue to receive your payments. For changes on individual bank accounts just call us on 0800 092 8147* and we’ll set up the direct debit over the phone. For changes to joint signatory accounts, please download, print and complete a new direct debit mandate, then post it to us here:

    Genesis Finance Contract Hire

    Number One

    Great Exhibition Way

    Kirkstall Forge Leeds

    LS5 3BF

    *Calls from UK landlines and mobiles are free

  • I have recently changed my name. What do I need to do?

    Please send a letter together with a photocopy of any relevant supporting documentation, such a marriage certification, decree nisi/absolute or deed pole notice to:

    Genesis Finance Contract Hire

    Number One

    Great Exhibition Way

    Kirkstall Forge Leeds

    LS5 3BF

    Please do not send any original documentation.

  • Can I change the agreed mileage on my Personal Contract Hire agreement?

    If you would like to request a change to your agreed mileage, please complete and submit the form here

  • What additional fees may I have to pay?

    Fees are detailed in your finance agreement please contact our customer services team on 0800 092 8147 for further details

  • Can I change my payment date?

    If you would like to request a change to your payment date, please complete and submit the form here.

  • What happens if my vehicle is stolen?

    If your vehicle is stolen you are required to carry on making your monthly payments until your insurance company has resolved the matter. If you have informed us that your vehicle has been stolen but it is subsequently found and returned, please obtain a letter from your insurance company to confirm this. If your vehicle is not recovered your account must be settled in full once any insurance pay out has been made.

  • What should I do if my vehicle is written off?

    If your vehicle is written off you are required to carry on making your monthly payments until your insurance company has resolved the matter. Where your vehicle has been deemed a total loss your account must be settled in full once any insurance pay out has been made. Remember, if you have taken out a GAP insurance policy you may be able to make a claim.

  • Can I take my vehicle abroad?

    Please contact the Genesis Finance Contract Hire customer services team:

    Tel: 0800 092 8147

    Opening hours: Mon – Friday 0900 - 1730 & Saturday 1000 – 1600

  • I have a new agreement. When will my payments begin?

    Your payments will usually begin one month after your agreement start date. This date can be found on the first page of your agreement

  • Can I request a copy of an invoice?

    If you would like to request a copy of an invoice, please complete and submit the form here.

  • Can I update my marketing preferences?

    Genesis Finance and other third parties would like to contact you by post, telephone, e-mail and/or SMS to tell you about products and services that we and they consider may be of interest to you. By agreeing to be contacted, you will receive information about new products and services along with offers, special promotions and competitions.

    If you would like to update your marketing preferences, please complete and submit the form here or contact Genesis Finance Contract Hire customer services team on
    0800 092 8147*

    *Calls from UK landlines and mobiles are free

Money Worries

  • What options do I have if I can no longer afford to make my repayments?

    Please contact the Genesis Finance Contract Hire customer services team:
    Tel: 0800 092 8147
    Opening hours: Mon – Friday 0900 – 1730 & Saturday 1000 – 1600

Ending your Agreement

  • Can I settle my agreement early?

    We understand that circumstances change and the contract taken out may no longer suit your needs. If you would like to request an early termination, please complete and submit the form here. Or alternatively contact the Genesis Finance Contract Hire customer services team on 0800 092 8147*


    Opening hours: Mon – Friday 0900 – 1730 & Saturday 1000 – 1600

    *Calls from UK landlines and mobiles are free

If you have a complaint

  • What should I do if I have a problem with my vehicle?

    You should firstly contact your supplying dealer to discuss the problem. If you are unhappy with the outcome and require further assistance please contact the Genesis Finance Contract Hire customer services team:
    Tel: 0800 092 8147
    Opening hours: Mon – Friday 0900 – 1730 & Saturday 1000 – 1600

  • How do I make a complaint?

    At Genesis Finance we value our customers highly and aim to provide a positive experience right from the proposal through to the final payment and beyond. The fair treatment of our customers is very important to us.

    If you are less than satisfied we want to know so that we can put things right, please contact the Genesis Finance Contract Hire customer services team:
    Tel: 0800 092 8147
    Opening hours: Mon – Friday 0900 – 1730 & Saturday 1000 – 1600

  • What happens once I have raised my complaint?

    If we are unable to resolve your complaint within three business days following the day on which it is received we will send you an acknowledgment letter. If by 4 weeks after your complaint is received we are unable to provide a final response, we will inform you and indicate when we expect to be in a position to send our final response.

    The majority of complaints will be quickly and satisfactorily resolved by this stage, however, if the matter is more complex and involves a third party, it may take longer to resolve. In our final response letter we will set out our final view on the issues raised in your complaint and tell you whether we:

    • accept your complaint and – where appropriate – are offering redress
    • are offering redress without accepting your complaint or reject your complaint.

    If we reject your complaint, our final response letter will explain why we have reached this decision. If by 8 weeks after your complaint is received we are still unable to provide a final response we will write and tell you how much longer we believe it will take before a final response can be sent.

    At this point, if your agreement is regulated by the Consumer Credit Act or your complaint relates to an insurance product linked to your account, you will be entitled to refer your complaint to The Financial Ombudsman’s Service (FOS) who provide a dispute resolution service.

  • What happens if I have made a complaint but not received your response?

    We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint. If we don’t resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman should you wish to do so. If you have any questions about your complaint, you can contact our Genesis Finance Contract Hire customer services team on:

    Tel: 0800 092 8147
    Opening hours: Mon – Friday 0900 – 1730 & Saturday 1000 – 1600

  • What happens if I am not satisfied with your final response?

    Our final response letter will tell you that if you remain dissatisfied with our response you may refer the complaint to the Financial Ombudsman Service within six months of the date of our final response.

  • Can I use a solicitor, claims management company or third party to manage my complaint?

    Yes, you can. If you employ a solicitor, claims management company or third party – e.g. a financial advisor – to handle your complaint, we’ll investigate your complaint in the same way as we would if we were dealing with you directly. Please be aware that:

    • We don’t charge to investigate your complaint
    • We’re not liable for any fees you need to pay for a third party’s services
    • If we agree with your complaint and we make a redress payment, we’ll generally only make this payment directly to you.
  • Can I refer my complaint to the Financial Ombudsman Service?

    If you’re not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. For the FOS to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint.

    How to contact the Financial Ombudsman Service
    Phone: 0800 023 4567 – Calls to this number are normally free for people ringing from a fixed line phone but charges may apply if you call from a mobile phone.
    or 0300 123 9123
    Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

    Email: complaint.info@financial-ombudsman.org.uk
    Write: Financial Ombudsman Service, Exchange Tower, London E14 9SR

    Further details about the Financial Ombudsman Service will be given with our final decision letter.

    If you are not eligible to refer your complaint to the FOS, you may still escalate your complaint to the conciliation service run by the British Vehicle Rental & Leasing Association (BVRLA), if you so wish. Their complaint form can be accessed from the following URL:

    https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaint-eligibility.html 
    and e-mail it to complaint@bvrla.co.uk

    Alternatively you can write to:
    The Chief Executive, BVRLA
    River Lodge ,Badminton Court, Amersham, HP7 0DD

    Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.

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