Frequently Asked Questions

1. How do I request an account password?
If we have your email address stored in our records, simply select 'New Customer, Please click here to register' button from the login page, select 'Resend Customer ID and Password', enter your ten digit Loan Number and enter the suffix which can be found on any correspondence we have sent you. Alternatively if we don't have your email stored please call our UK Contact Centre on 0333 321 8566 and Ireland Contact Centre on 01 862 2560 to retrieve your customer ID and password. Our opening hours are between 09:00 and 17:30, Monday to Friday.

2. Where can I find my registration details?
You can find your registration details in your welcome pack that we've sent you. Alternatively, if you've provided an email address to us, they've been emailed to that email address. If you're unable to find these, please click the button labelled "Resend Customer ID and Password" to have your details resent automatically.

3. Why do I need to authorise my account?
As part of our commitment to improving our customer service and helping the environment our secure online account will allow you to review your documentation as well as check your payment amount and schedule. Also, you can update your personal details including address and bank account details easily at your convenience.

4. I have forgotten my password?
Please click on the 'I've forgotten my password' link located next to the 'Login' button.

5. I'm not sure which email address I used?
Please call our UK Contact Centre on 0333 321 8566 and Ireland Contact Centre on 01 862 2560 to retrieve your email details. Our opening hours are between 09:00 and 17:30 Monday to Friday.

6. Why am I being asked to enter my bank account and sort code?
For security reasons and your protection we need to identify you. We do this by checking what you enter against the unique bank account number and sort code that you have already supplied to us to pay for your insurance premium.

7. What if I don't know my bank account and sort code?
We are unable to proceed with activating your account without this information. Please use the bank account and sort code details that you use to pay for your insurance premium.

8. How do I change my email address?
You can do this by clicking on the 'Security Settings' and entering your new email address in the section labelled 'Change Email Address. Once you've successfully changed these you'll need to remember to use your new email address when logging in, in future.

9. What will happen if I change my email address?
The email address is used by you to login to your account, so your new one is the one you should use to access your account going forward. Also all future notifications will be sent to your new email address.

10.Will my personal information be stored securely?
Yes, any personal information will be stored securely in compliance with the Data Protection Act.

11. How do I change my Personal details?
Log into your account and please click on 'My Contact Details'. In this section you can change your address and telephone numbers.

12.How do I change my Security details?
Log into your account and click on 'Security Settings'. In this section you can change your password, email address and security question.

13. What is an active loan?
An active loan means we are currently taking direct debits on a live loan for the insurance you currently have taken out with your broker.

14. What is an inactive loan?
An inactive loan is an old loan which has finished but is viewable on the system so you can see any payments you previously made.

15. What is a loan adjustment?
A loan adjustment is a change to your existing loan amount as a result of a change to your insurance cover, as agreed between you and your broker.

16. How can I change the payment date?
Simply click 'My Loans' and select the loan you wish to amend. Click the 'Amend Payment Schedule' button which is located under the section headed Payment Schedule Items to make any amendments.

17. How can I make an arrears payment now?
You will have received a payment link via email or a recent letter from us. Please follow the link to make a payment. You will need your debit or credit card details. Alternatively, you can use our automated service to pay over the phone by calling 0333 321 8568. You will need the first 10 digits of your account number and your debit or credit card details.

18.What cards are accepted for payment?
We accept all debit and credit cards except American Express.

19. What is a Direct Debit Mandate?
This is an instruction set up with your bank for Close Brothers Premium Finance to be able to collect regular payments from your bank account.

20. What should I do if I would like to repay my loan in full?
You need to contact your broker / provider if you wish to settle your loan.

21. What is a Linked Loan?
This is where you may have more than one account number with Close Brothers Premium Finance and therefore have received more than one set of registration details. If this is the case, Linked Loans will allow you to enter your registration details once and going forwards you will be able to manage multiple loan accounts under one login.

22. How can I link a loan?
After registering once, if you receive further registration details simply select 'Linked Loan' and enter the id and password provided, you'll be asked to verify your bank details, so please have them to hand. Once these details have been saved successfully, you'll be able to manage all your loans using just the one set of login details.

23. How do I cancel my insurance policy?
You need to contact your insurance broker / provider if you wish to cancel your insurance policy.

24. How do I cancel my loan?
You need to contact your insurance broker / provider if you wish to cancel your loan.

25. How do I change my name?
You will need to contact your broker who will provide you with a new agreement form for you to sign and send to us so that we are able to update our records.

26. Who is my Broker?
You are able to view this by clicking on 'My Loans'. Your broker's name will appear against the loan. Simply click the loan number and you'll be able to view your broker's contact details towards the bottom of the screen.

27. How can I contact my Broker?
You can view your broker's details be clicking on 'My Loans' and selecting 'Broker Contact Details' which will provide you with their address and contact telephone number.

28. How can I contact Close Brothers Premium Finance?
Please click on the 'Contact Us' link for all of our contact details.

29. What if I wish to contact Close Brothers Premium Finance outside office hours?
Please use the 'Contact Us' link where you are able to email your query.

30. What should I do if I cannot open a document?
Documents can be opened and viewed with Adobe Acrobat reader. Please install Adobe Acrobat reader by clicking on the link provided -http://get.adobe.com/uk/reader/

31. How do I install Adobe Acrobat reader on my PC?
Please install Adobe Acrobat reader by clicking on the link provided - http://get.adobe.com/uk/reader/

32. Why has my account been locked?
You have exceeded the maximum failed attempts allowed. Please wait for 1 hour and try again.

33. How do I sign out of my account?
Please click on the 'Log out' link at the top of the screen to sign out of your account.