Financial Support
If you’re feeling overwhelmed or need support to better meet your circumstances, this page is a great place to start.
We adopt a ‘tell us once’ approach. Therefore, we will update our systems for future interactions and will only use this data for this purpose. This information will not be shared with any third parties and will only be accessible by the ZenAuto team.
How we can support you
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Explore money-saving guides
Chat with our financial agents
We can steer you in the right direction
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If you want some quick tips and advice to help with your financial planning, we’ve collected a few resources that you may find useful. The information provided is only a guide, so be sure to speak to a member of our team or an impartial expert we’ve listed below if you’re in difficulty.
Are you struggling to afford your lease payments? Speak to our Financial Assistance team, they can talk through the options available to you. You can reach them on 0113 468 5377 (Mon-Fri, between 8:45am and 5:30pm). Or drop them an email at [email protected].
We know finding the right financial help can be complicated and confusing – let us get you to the right place. We’ve rounded up the best financial support services for free advice and general support. Don’t struggle alone when you can pick up the phone.
Support, when you need it
It’s always best to speak to professionals. We’ve put together a list of trusted, specialist organisations and which provide free, impartial financial advice and support.
☆ MoneyHelper
For free, unbiased and easy-to-access money tools, information and advice, visit www.moneyhelper.org.uk or phone 0800 138 7777.
☆ Money Advice Scotland
If you live in Scotland, visit www.moneyadvicescotland.org.uk to find contact details for debt advice in your local area.
☆ Citizens Advice
For advice and information on debt and other topics, visit your local Citizens Advice or go to www.citizensadvice.org.uk.
☆ Citizens Advice Wales
If you live in Wales, you can call Adviceline on 0300 330 1313 if you want to speak to someone about your debts. Calls cost 12p per minute from a landline, and from 3p to 45p from a mobile or visit www.citizensadvice.org.uk/wales/debt-and-money.
☆ AdviceUK
Member centres offer debt advice including specialist advice for people with disabilities – www.adviceuk.org.uk or phone 0300 777 0107.
☆ Christians Against Poverty (CAP)
For free debt advice in your home, check post code coverage at www.capuk.org then call 0800 328 0006.
☆ National Debtline
If you live in England, Wales or Scotland phone 0808 808 4000 or visit www.nationaldebtline.org for debt advice and information.
☆ StepChange
Debt Charity For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org.
☆ Business Debtline
Offers free and confidential debt advice to the self-employed and small businesses - www.businessdebtline.org or 0800 197 6026.
Financial support guides
Financial assistance FAQs
Customer Support
If there is anything we should know about that will help us to better meet your needs, please call us on 0113 468 5377 or let us know by emailing [email protected].
We adopt a ‘tell us once’ approach. Therefore, we will update our systems for future reference and will only use this data for this.
This information will not be shared with any third parties and will only be accessible by our team. We appreciate that some needs may be temporary and can remove this information at any time, just let us know when things change. Please see our data and privacy notice for further information on how we process your data.
Depending on your circumstances, external specialist support is available and may be able to assist you:
- Samaritans (crisis support) - www.samaritans.org or call them on 116 123
- Mind (mental health support) www.mind.org.uk or call them on 0300 123 3393
- GamCare (gambling support) - www.gamcare.org.uk or call them on 0808 8020 133
- We are with You (drug and alcohol addiction support) - www.wearewithyou.org.uk
- Money Advice Service – www.moneyhelper.org.uk
- Stepchange (debt support) - www.stepchange.org or call them on 0800 138 1111
- The National Debt Line – www.nationaldebtline.org or call them on 0800 808 4000
Citizens Advice Bureau - www.citizensadvice.org.uk
Financial support
We understand that sometimes circumstances change, and our team are trained to assist in these situations.
Please contact us as soon as possible on 0113 468 5377 and a team member will help you find a solution.
Depending on your circumstances, you may also be able to access free, impartial advice from a specialist, third-party organisation.
- Money Advice Service – www.moneyhelper.org.uk
- Stepchange (debt support) - www.stepchange.org or call them on 0800 138 1111
- The National Debt Line – www.nationaldebtline.org or call them on 0800 808 4000
Citizens Advice Bureau - www.citizensadvice.org.uk
No – talking to us will not impact your credit record.
However, missing your payments could negatively impact your credit record. So, before it gets to this stage, please reach out and speak to us. We’re here to help.
We also have a Financial Support page on our website with useful guides, links to external services, and money budgeting tips.
Your credit record, also known as your credit history, shows information about you, the credit you've taken out, how you've managed repayments, and if there has been any credit-related court action taken against you. Credit records are put together by credit reference agencies from information shared by lenders.
Get in touch with us as soon as possible so that we can try to minimise any wider financial impact to you (such as overdraft charges).
You can contact us on 0113 468 5377 (option 4) or via e-mail at [email protected].
A notice of sums in arrears (NOSIA) is a letter we must send you by law if you fall two, or more, payments behind on your hire agreement.
A subsequent notice of sums in arrears (SNOSIA) is a letter we must send you, by law, every six months after receiving a NOSIA. You’d receive these notices until you’re up to date with your hire agreement payment schedule.
We’re legally to continue to send you these notices – even if you’ve told us about your current circumstances and we’ve made an arrangement with you (like a payment break). It’s important that you’re given certain info when you’re behind on your payments.
A SNOSIA will contain details about the arrears along with the Financial Conduct Authority’s information sheet with useful info, like who to go to for financial support and advice.
We understand that this may be confusing since the notice tells you you’re behind on payments. But as long as you’re keeping to the terms of the payment arrangement, you don’t need to do anything!
Paying
This depends on your contract and your monthly payments.
You can up your initial payment in in £250 increments. The higher this is, the lower your monthly payments will be.
Yes, there’s a £99 processing fee. However, you won’t have to pay this until you’ve passed our finance checks and signed your agreement.
We’ve included all the payment types, when you need to pay them and their payments methods in a table below.
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Type of payment |
When you’ll need to pay it |
Payment method |
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Processing fee - £99 for new cars and £199 for used cars incl. VAT |
When you place your order. |
Debit or credit card |
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Initial payment |
Then when your car is ready to be delivered, we’ll take your initial payment.
We’ll give you 10 working days’ notice before the payment is taken. |
Direct debit |
|
Monthly payment |
We’ll start your monthly payments one month after your car is delivered. |
Direct debit |
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RFL uplift |
You will only pay this if the Government increase the rates to cause it to go above the current rate factored into your contract. If so, it will be an annual payment. |
Direct debit |
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Ad hoc charges |
At the end of your lease, you may have to pay if you do more miles than you told us you would or if you damage the car beyond fair wear and tear guidelines. You can find more information about our charges here. |
Debit card |
We will take your initial payment when your car is ready to be delivered.
Before your first payment, we’ll take the payment for your processing fee when you place your order, after you’ve signed the digital lease agreement.
No. Your current lease price will not change during your contract timeframe.
If you extend your lease after the original end date, the monthly price may change.
Please get in touch with us when you get your renewal notice or around 6 months before the end of your lease to discuss your options.
If you would like to add a personalised number plate onto the car, please let us know as early as possible in the order process.
There will be an admin charge of £40 and there may be additional DVLA fees.
If we are unable to add the personalised number plate to the car before delivery, it is possible to change the plates, but it will be more expensive.
If you are leasing a used car from us, a personalised number plate cannot be added until the end of the 7-day return period.
If you do add a cherished or personalised number plate during this period and then decide to return the car to us, you will be responsible for all costs associated with this.
When the car is returned to us, it is up to you to ensure that you to take off the cherished or personalised number plate and tell the DVLA. If you don’t, we would have to sell the car with your number plate on it. There will also be a removal fee of £40, plus additional DVLA fees.
Delivery is free to mainland GB.
However, if you aren’t at home on the arranged delivery date, there may be a charge.
If a delivery is cancelled, the dealer may issue a fee – the amount is dependent on when in the process the delivery is cancelled.
If you have any issues with your delivery, please contact the Customer Care team as soon as possible on 0113 468 5377 (option 2) or email the team at [email protected].
No, we can confirm that we’ve never employed discretionary commission arrangements and none of our customers have been affected by this issue. If you any questions, please reach out to our Support Squad on 0113 468 5377 (option 3) or email [email protected].