Payments

Question 1

Can I change my Direct Debit collection date?

ald · Accepted Answer

To change your Direct Debit collection date, please contact us by either calling us on 03700 011 181 or emailing us at [customerrelations@aldautomotive.com.](targetSelf:mailto:customerrelations@aldautomotive.com.)

Please have your vehicle registration number or account reference number to hand if calling us or include these details in your email.

Choose one of the below collection dates:

- For private individual agreements, choose either the 14th, 21st or 28th of the month.
- For company or sole trader agreements, choose between the 18th, 24th or 26th of the month.

Depending on when in the month you request a change to your Direct Debit date, it could result in the current month’s Direct Debit still being taken on the previous date. You will be advised of this when the change is made.

Question 2

How can I request a copy of an invoice or my agreement?

ald · Accepted Answer

If you need a copy of an invoice, please either complete our [invoice request form here](targetSelf:/en-gb/invoice-request/) or call us on 03700 011 181. Please have the below information to hand when calling:

- Your account reference number.
- Details of the invoice you require a copy of, including; Invoice number (if possible), Amount, Date of the invoice
- We can arrange to send your/your company’s invoices by email each month. If you would like to request this, please advise us of the email address you would like us to send them to.

**Copy of your agreement**

If you need a copy of your agreement, please either call us on 03700 011 181 or email us at [customerrelations@aldautomotive.com](targetSelf:mailto:customerrelations@aldautomotive.com).
 Please have the below information to hand when calling or include the below details in your email:

- Your account reference number.
- The registration number of the vehicle for which you require a copy of the agreement.

Please be aware that if your email comes from an email address not currently registered to your account, we will need you to complete some data verification questions.

Question 3

I’m concerned about my debt circumstances, how can I access independent debt advice?

ald · Accepted Answer

Whilst we would always encourage you to speak to us about any concerns over payments, it can be helpful to also seek independent advice if you are concerned about debt.
 There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations below.

**Private Individuals**

[Stepchange](targetSelf:https://www.stepchange.org/contact-us.aspx) - A charity providing free debt advice based on an assessment of your situation. You can find details of how to contact them [via their website](targetSelf:https://www.stepchange.org/contact-us.aspx).

[MoneyHelper](targetSelf:https://www.moneyhelper.org.uk/en) - Bringing together the support and services of three government-backed financial guidance providers: the Money Advice Service, the Pensions Advisory Service and Pension Wise.
 This means you can find both money and pensions’ guidance quickly, making it easier to find the right help.

[National Debtline](targetSelf:http://www.nationaldebtline.org/) - Run by the Money Advice Trust, the National Debtline provides free advice and resources to help you deal with your debts. You can access their services over the phone, through their website and via webchat.

[Citizens Advice](targetSelf:https://www.citizensadvice.org.uk/debt-and-money/) - An independent organisation, providing advice on a wide range of areas, including debt and money advice

[Mental Health & Money Advice UK ](targetSelf:https://www.mentalhealthandmoneyadvice.org/en/)- Advice and support for people experiencing issues with mental health and money.

Debt Respite Scheme - Also known as Breathing Space, aims to help relieve some of the pressure of dealing with your creditors, so you can focus on getting debt advice and setting up your debt solution without worrying about being chased for payment or incurring extra charges. This could give you valuable time to find an effective and long-term solution for dealing with your debts and help you move forward. If you are receiving help through a Mental Health Crisis Team, you may be able to access the Breathing Space under the Mental Health Moratorium.
 We’ve included further details about the Debt Respite Scheme here [link to HelpHub article 18.3.3A – What is Breathing Space?]. You can also find further information through the [UK Government Insolvency Service here](targetSelf:https://www.gov.uk/government/publications/debt-respite-scheme-breathing-space-guidance/debt-respite-scheme-breathing-space-guidance-for-creditors).

**Business customers (including sole traders)**

[](targetSelf:https://www.businessdebtline.org/)[Business Debtline](targetSelf:https://www.businessdebtline.org/) - Run by the Money Advice Trust, Business Debtline is a charity providing free and independent debt advice for businesses (including sole traders) over the phone and online.

[Citizens Advice (for some business customers)](targetSelf:https://www.citizensadvice.org.uk/debt-and-money/) - Citizens Advice are an independent organisation, providing advice on a wide range of areas, including debt and money advice.

Question 4

What does default mean?

ald · Accepted Answer

If you/your company default on your agreement, it means that you/your company have not met the terms and conditions of your agreement. The most common reason for a default is not keeping up with the monthly payments due under your/your company’s agreement. However, failing to meet any of the terms and conditions outlined in your/your company’s agreement is considered a default.

We have included details of some of the restrictions on how you can use your/your company’s vehicle here [link to ‘Are there any restrictions on how I can use my vehicle?’ HelpHub article]. All terms and conditions are outlined in your/your company’s agreement. If you require a copy of your/your company’s agreement, please click here [link to ‘How can I request a copy of an invoice or a copy of my agreement?’ HelpHub article.

If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of [these organisations here](targetSelf:/en/public/gb/referencecontent/support/payments/im-concerned-about-my-debt-circumstances-how-can-i-access-independent-debt-advice).

Question 5

What is an Advance Payment for a Personal Contract Hire (PCH) agreement?

ald · Accepted Answer

A Personal Contract Hire (PCH) agreement gives you the option of paying a certain amount upfront in order to lower the regular monthly rental amount. This Advance Payment is not a deposit and is non-refundable. It will always be a multiple of your regular monthly payment amount e.g., one, , three, six months’ payments etc.

If you place the order for your vehicle, and enter into the agreement online, the Advance Payment will need to be paid prior to your vehicle delivery. We will email you when you need to log back into your application to make the payment.

If you place your order face-to-face with a dealer or broker, the Advance Payment will be paid directly to ALD Automotive by Direct Debit. We will give you a minimum of 10 working days' notice prior to the payment being taken.

Question 6

What is Breathing Space?

ald · Accepted Answer

The Debt Respite Scheme, also known as Breathing Space, aims to help relieve some of the pressure of dealing with creditors. There are two types of Breathing Space:

1. A standard Breathing Space
2. A mental health crisis Breathing Space

Breathing Space is potentially available if you are an individual with personal debt and/or in limited circumstances certain business debts. Breathing Space is potentially available if you can meet the following eligibility:

- You are an individual (Breathing Space is only available in limited circumstances for certain business debts)
- You owe a qualifying debt to a creditor
- You live or usually reside in England or Wales
- You do not have a debt relief order (DRO), an individual voluntary arrangement (IVA), an interim order, or you are not an undischarged bankrupt at the time of applying
- You do not already have a Breathing Space or have had a standard Breathing Space in the last 12 months at the time of applying

**A standard Breathing Space**

A standard Breathing Space is potentially available to anyone with problem debt. It’s a time for you to focus on getting debt advice and setting up a debt solution without worrying about being chased for payment or incurring extra charges. If you meet the eligibility criteria, for a period of up to 60 days, ALD Automotive won’t add interest or fees to your debt and will pause most enforcement action.

Breathing Space is not a payment holiday, so you’ll have to continue paying your debts during this time, but it does prevent action from being taken against you, should you be unable to pay.
 You can find more information about the scheme and [how to apply here](targetSelf:https://www.stepchange.org/how-we-help/breathing-space-scheme.aspx)  including the eligibility criteria. Further information can be found through the [UK Government Insolvency Service here](targetSelf:https://www.gov.uk/government/publications/debt-respite-scheme-breathing-space-guidance/debt-respite-scheme-breathing-space-guidance-for-creditors)

**A mental health crisis Breathing Space**

A mental health crisis Breathing Space is specifically designed for those receiving mental health crisis treatment. It lasts as long as the person’s mental health crisis treatment, plus 30 days. If an Approved Mental Health Professional (AMHP) certifies that a person is receiving treatment, they can apply for Breathing Space. They can be supported by family or friends to apply for Breathing Space. During this time ALD won’t add interest or fees to the debt or take any enforcement action. You don’t have to get debt advice, but you will need to be receiving treatment from an Approved Mental Health Professional.

You can find more information about the scheme and [how to apply here](targetSelf:https://www.mentalhealthandmoneyadvice.org/en/managing-money/what-are-my-options-for-dealing-with-debt/]). Further information can be found through the [UK Government Insolvency Service here](targetSelf:https://www.gov.uk/government/publications/debt-respite-scheme-breathing-space-guidance/debt-respite-scheme-breathing-space-guidance-for-creditors).

If you have concerns about debt or mental health, it can be helpful to seek independent advice or support. There are a [range of independent support organisations](targetSelf:/en/public/gb/referencecontent/support/payments/im-concerned-about-my-debt-circumstances-how-can-i-access-independent-debt-advice) offering free, impartial debt advice. There are also a number of organisations that can assist with mental health, such as [Mental Health & Money Advice UK](targetSelf:https://www.mentalhealthandmoneyadvice.org/en/).

Question 7

What should I do if I've missed a payment?

ald · Accepted Answer

We understand that there are many reasons why a customer may find themselves falling behind on their payments. The rising cost of living is causing concern for many people and our teams are here to help and support you. If you have missed a payment and would like to discuss how we can support you, please contact us on 0117 908 6472 or email us at [credit.control@aldautomotive.com](targetSelf:mailto:credit.control@aldautomotive.com). Please include either your vehicle registration number or account reference number in your email.

We’ll discuss your specific circumstances and advise of the options available to you. Some of the options we can consider include:

- A payment plan to help spread the cost
- Ending your agreement early
- Making reduced payments for a temporary period
- Making no payments for a temporary period

Please note that these options will be considered on a case-by-case basis, taking into account your specific circumstances and the type of agreement you have. This means that not all of the options listed above may be available to you. It’s important that we understand your situation fully to allow us to support you in the right way, so when you contact us, please have all the relevant information to hand.

We may also ask you to provide us with supporting documentation. If this is required, we’ll let you know and advise you of the best way to send it to us. Once we have reviewed your individual circumstances, we will advise of the specific options available to you. Please note that any payment arrangements or missed payments may be reflected on your credit file.

If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these [organisations here](targetSelf:/en/public/gb/referencecontent/support/payments/im-concerned-about-my-debt-circumstances-how-can-i-access-independent-debt-advice).

If you have missed a payment but are able to pay the amount required to bring your account up-to-date, please [click here for guidance](targetSelf:/en/public/gb/referencecontent/support/payments/how-do-i-make-a-payment) on how to make a payment.

Question 8

What should I do if there are outstanding payments on my account at the end of my agreement?

ald · Accepted Answer

If you/your company have payments outstanding these will need to be paid, ideally before your/your company’s contract ends. If you have already discussed this with us and have an agreed plan in place to pay off the outstanding payments, then you do not need to take any further action at the end of your agreement.

If you are unable to make these payments before the contract ends due to financial difficulties or have not yet discussed your circumstances with us, please contact our Credit Control team, who will help advise you of your options. You can contact them on 0117 908 6472 (Monday to Friday 8:30am - 5pm) or at [credit.control@aldautomotive.com](targetSelf:mailto:credit.control@aldautomotive.com). Please include your vehicle registration number or account reference number in your email or have these details to hand when you call.

Question 9

What should I do if I'm worried about missing a future payment?

ald · Accepted Answer

We understand that the rising cost of living is causing concern for many people and appreciate that talking about your financial concerns can be daunting, however we’re here to help and support you. Please be reassured that talking to us and making enquiries about debt solutions will not affect your credit file. If we do agree an arrangement with you, it will be reflected on your credit file, however this would also be the case with any missed payments.

If you’re concerned about being able to continue to make payments for your vehicle, please contact us on 0117 908 6472 or email us at [credit.control@aldautomotive.com](targetSelf:mailto:credit.control@aldautomotive.com). Please include either your vehicle registration number or account reference number in your email.

We’ll discuss your specific circumstances and advise you of the available options. It’s important that we understand your situation fully to allow us to support you in the right way. Therefore, when you contact us, please have all the relevant information to hand, such as details of your regular income and expenditure, as well as whether you expect your current situation to have an impact in the long term or short term. We may also ask you to provide us with supporting documentation. If this is required, we’ll let you know and advise you of the best way to send it to us.

If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these [organisations here](targetSelf:/en/public/gb/referencecontent/support/payments/im-concerned-about-my-debt-circumstances-how-can-i-access-independent-debt-advice).

Question 10

How do I make a payment?

ald · Accepted Answer

There are several options available for making a payment. Payment methods such as cash, Money Transfer Agencies (MTA), prepaid bank cards, travellers’ cheques, postal orders, PayPal or similar, or cryptocurrencies are not accepted.

Please select one of the below payment methods:

**By phone:**

- You can call our 24/7 payment line on 01332 921 795. You will need your account reference number to hand when calling.
- Alternatively, you can call our Driver Care team on 0117 908 6472 between 08:30am and 6:00pm, Monday to Friday. Then one of our team can help you make a payment.
- We accept the following cards: Visa, Mastercard and Maestro.
- You should allow up to 3-5 working days for any phone payment to clear.

**By bank transfer:**

- You can transfer payments directly to our bank account using the following information:
- Sort Code: 40-14-13
- Account Number: 10186295
- Bank Account Name: ALD Automotive Ltd
- Please use either your vehicle registration number or account reference number as the payment reference when completing the transfer. In doing so we can promptly allocate the payment to your account.
- Please allow up to 3-5 working days for your payment to reach us and be allocated to your account.

**By cheque:**

- Cheques should be made payable to ALD Automotive Ltd and sent to us at: ALD Automotive Ltd, Oakwood Drive, Emersons Green, Bristol, BS16 7LB
- Please use either your vehicle registration number or account reference number as the payment reference on the back of your cheque. Then we can promptly allocate the payment to your account.
- Please allow up to 10 working days for your cheque to clear.

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