Frequently Asked Questions

Your T&Cs consist of the Details you signed, the General Terms or the Guaranteed Future Value General Terms (depending on the loan you have).

The General Terms that apply to your Ford Finance product, were sent to you via email on commencement of your loan contract.

To request a copy of your original contract and your product T&Cs please contact Ford Finance Customer Care team or call 1300 280 583.

The documents and information you may need with you are:

• Primary and secondary identification (one source of ID must be a driver’s licence)
• Proof of income: 2-3 recent payslips from your employer or PAYG statement if a business
• Proof of residence: 2 x recent rate or other notices with your current address shown
• Details of your living expenses and liabilities

Note that we may need additional information as part of the application process.

Ford Finance offer personalised rates to customers based on their credit profile. This means the interest rate you receive isn’t a predetermined, one-size-fits-all approach. Instead, Ford Finance offer personalised pricing based on your specific circumstances, including credit history, asset quality and information provided in your application. To find out your personalised finance rate, please get in touch with your preferred Ford Finance Business Manager at a participating Ford dealership.

A balloon payment is a lump sum you agree to pay at the end of your car loan. It reduces your regular repayments, making them more affordable over the loan duration.

However, you’ll pay more interest overall. This is due to interest being accrued on the large balloon amount over the full loan duration, despite the non-balloon portion reducing with each repayment. On a loan without a balloon the full principal is repaid over the loan term, resulting in less interest payable overall.

If you plan to keep the car well beyond the loan term, a loan with a balloon payment costs more in the long run.

It might suit you if you want lower repayments or if you intend to change over your car at the end of the contract term. Just remember you’ll need to pay or refinance the lump sum when the loan ends.

However, you’ll pay more interest overall. This is due to interest being accrued on the large balloon amount over the full loan duration, despite the non-balloon portion reducing with each repayment. On a loan without a balloon the full principal is repaid over the loan term, resulting in less interest payable overall.

If you plan to keep the car well beyond the loan term, a loan with a balloon payment costs more in the long run.

Here are some important things to consider:

• It’s easy to forget about the final payment, so make sure you plan ahead for it. You’ll still owe a large amount at the end.
• You may need to sell or trade in your car. Many people use the value of the car to help pay back the balloon. If your car’s value is less than expected, you’ll need to cover the difference.
• Refinancing is not guaranteed. If your financial situation changes, or if interest rates go up, it might be harder or more expensive to refinance the balloon later.
• You’ll pay more interest overall. This is due to interest being accrued on this large balloon amount over the full loan duration, despite the balance reducing with each repayment. On a loan without a balloon the interest reduces faster over the loan term.
• It may not suit long-term car keepers. If you plan to keep the car well beyond the loan term, a balloon payment might delay full ownership and cost more in the long run.

You can make extra repayments anytime, but you still need to make your regular scheduled repayments (weekly/fortnightly/monthly for consumer loans, monthly for business vehicle loans). Extra payments don’t replace your next repayment—you must continue paying as agreed.

Extra repayments are applied to your balloon (if you have one) or to your final repayments (if you don’t), which helps reduce the interest charged over the life of your loan.

Please note:

• Making advance payments may cause your loan to finish early, which could lead to extra costs.
• If your loan includes a Guaranteed Future Value (GFV), paying it off early means you won’t be able to use the GFV option, as it’s only available at the end of the loan term.

Coming soon! Our Ford Finance online customer portal will be available to customers very soon. In the meantime, please get in touch with our Customer Care team or call 1300 280 583 if you need information about your loan.

Our team of Customer Care specialists are available Monday to Friday between 8.30am and 5.30pm AEST.

To update your Direct Debit information:

1. Written authorisation by the customer is required to make any direct debit account changes.
2. Please download and complete the Direct debit request form here.
3. Email your completed form to customercare@ford-finance.com.au.

Please note that changes to customer’s direct debit details cannot be made over the phone. Our Customer Care team however, are happy to help should you need additional support to get them updated.

Please submit a request online here, or call our Customer Care Team on 1300 280 583 who can also assist.

If you can’t make a payment, just call our Financial Hardship team on 1300 280 572 or complete the online form.

Our Financial Assistance team are here to support you through this situation and help find a solution that works for you.

It’s important that your contact details are up to date. If your contact information changes please get in touch online or call 1300 280 583.

We can provide you with a payout figure at any time during the life of your contract, however, paying out your loan early may incur additional fees and charges. Please submit a request online or call our Customer Care Team on 1300 280 583.

Please visit this page for more information on how to make a complaint.

Yes. Comprehensive insurance is always required on the secured vehicle throughout the term of the loan or lease. This means you need to make sure you renew it every year.

• You may be required to pay fees, such as early termination fees and break costs in addition to paying out your loan.
• If you wish to pay out your loan early please speak to one of our Customer Care specialists who can advise of any fees and charges that you may be required to pay. Our team is available on 1300 280 583, Monday to Friday from 8:30AM to 5:30PM AEST.

For more information on break costs and how they’re calculated please download our Break Cost Information Sheet here.

A GFV is an option customers can select that locks in an agreed future value of your car at the end of the loan—subject to meeting terms and conditions.

You have three options for your vehicle:

1. Keep it – pay us out the amount owed on the contract.
2. Trade it in – use as a deposit for a new vehicle. Any amounts owing on the loan however, will need to be paid.
3. Return it – hand it back to an accredited Ford Finance dealer with no extra cost (subject to the vehicle meeting the Ford Finance GFV Fair Wear & Tear Guidelines and agreed kilometres allowance).

36 months, 48 months and 60 months.

10,000kms, 15,000kms, 20,000kms, 25,000kms and 30,000kms

In the event your total kilometre allowance has been exceeded at the conclusion of their contract, an excess kilometre charge will be applied as a reduction to the vehicle’s guaranteed future value. To view these excess km fee, please refer to your GFV loan contract terms.

If you suspect a scam, don’t wait. Contact our Customer Care team immediately on 1300 280 583 for assistance with your Ford Finance account. For more information on how to keep yourself safe online (including how to spot scams in the wild), visit our Online Safety page.

Trust your instincts. If something feels off, don’t click any links, open attachments, or provide personal or financial information. If you’ve received a suspicious email or SMS claiming to be from us, please send a screenshot to reportscam@ford-finance.com.au. Our team will investigate and ensure your safety, along with that of others.

We will never request personal information via text message. We will only request personal information (such as date of birth, residential address or driver’s licence number) via email if it is necessary to verify your identity, especially if you have initiated contact with us through this channel. Additionally, we will never ask you to request remote access to your device or ask for your passwords or PINs through phone calls, email, or text messages. Your privacy and security are our top priorities.

Legitimate emails from us will always come from our official domains: “@ford-finance.com.au” or “@edm.ford-finance.com.au.” We recommend not clicking on any links or opening attachments in emails unless you’re sure they’re from us. Legitimate text messages will always come from our official sender ID: “Ford Finance.” We’ll never ask you to click a link within a text message. If you receive a suspicious email or text message, forward a screenshot to reportscam@ford-finance.com.au. Our team will investigate to ensure your security, along with that of others.

To protect yourself, always take a moment to think before you act. Avoid clicking suspicious links, providing personal info, or allowing remote access to your devices. Use strong, unique passwords, enable multi-factor authentication (MFA), and keep your devices up to date with the latest software and anti-virus tools. Regularly monitor your accounts for unusual activity and always log out after sessions. For added safety, only download apps from trusted sources. By following these steps, you play an important role in safeguarding your data.

For more tips on securing your information, visit our Online Safety page.

This isn’t uncommon; we call it a shortfall. The shortfall is the difference between the amount the buyer agrees to pay, and the amount required to pay the remaining balance on your loan.

Here’s what happens:

• You’ll need to pay the shortfall amount before we can finalise your loan contract. You can pay this directly into your loan or lease account using the bank details on your payout quote.
• Once paid in full, we will release our security interest, so the buyer has clear title to your vehicle.

If you require an updated payout quote, you can request one online. Please allow a few business days for any payments you have made to show up on your account.

If you can’t pay the shortfall due to financial hardship, our Financial Hardship team can help.

• We can consider the buyer’s offer, agree to an appropriate sale price and release the security interest once the payment is made.
• We will also take the time to understand your current financial circumstances and discuss a repayment plan with you to cover the remaining shortfall.

If this scenario applies to you, please call us on 1300 280 572 or complete an online financial hardship application.

Credit reporting bodies, such as Equifax, calculate your credit score to show how likely you are to repay the money you owe to a lender based on past credit behaviour. This is known as your ‘creditworthiness’.

The higher your score, the more confident lenders can be that you’ll repay your debts.

Ford Finance participates in the credit reporting system, but currently only provides ‘negative’ information about you to credit reporting bodies, such as defaults and other serious credit issues.

Starting from October 2025, Ford Finance may begin disclosing Comprehensive Credit Reporting (CCR) information about the loans that you have with us to Equifax, who is the credit reporting body that we deal with. Like several other lenders, we provide this information to help create your credit report, which other credit providers use when considering new loans or credit applications.

This means, paying your Ford Finance Loan on time is now more important than ever.

Previously, we only shared details like new credit applications and payment defaults with credit reporting bodies. Starting from October 2025, we may include:

• The types of loans and credit accounts you have with us
• When those accounts were opened (and closed, if applicable)
• Your monthly outstanding balance on those accounts
• Your repayment history information (RHI), including on-time payments and any payments more than 14 days late
• Financial Hardship Information (FHI), including any arrangements you’ve made with us

If we suspect serious misconduct—like fraud or deliberately avoiding repayments—we may report that to the credit reporting bodies too. We currently report fraud or other misconduct to credit reporting bodies, so this has not changed as a result of CCR.

To obtain a copy of your credit report, or for credit reporting queries, visit equifax.com.au or call Equifax Australia on 13 83 32.

For more information about credit reports, visit the CreditSmart website.

Ford Finance provides credit information (including CCR information from October 2025) to, and uses information from, Equifax.

Equifax is an independent organisation that securely gathers and distributes credit information and personal information to financial institutions to assist them in making lending decisions.

Equifax’s contact details are as follows:

• Phone: 13 83 32
• Email: customerserviceAU@equifax.com
• Website: mycreditfile.com.au

Equifax has a privacy policy and a credit reporting policy explaining how your information is handled by Equifax. You can read these on their website or contact them directly if you want more details.

• To learn more about CCR – visit creditsmart.org.au.
• For credit reporting queries or to access your credit report – visit equifax.com.au or call Equifax Australia on 13 83 32
• For details on how Ford Finance manages your information – View our Privacy Policy (available on our website at ford-finance.com.au/privacy/) and our separate Credit Reporting Policy (available on our website at ford-finance.com.au/importantdocuments/), which sets out your rights to access and correct your information and how to make a complaint about how we handle your information (including how we will respond to your complaint).

Your credit report may include Repayment History Information (RHI), which shows whether you paid on time, were late, or missed a payment on any credit account. Making repayments on time helps your credit score, which may improve your chances when you apply for new finance.

To help avoid missed payments, consider setting up direct debit. This can make it easier to stay on track with your repayments.

We’ve got some helpful tips to get you started on managing your money and having a healthy credit report.

1. Make your repayments on time

Paying your loans or other debts by the due date is the most important thing you can do. On-time payments build a strong credit history.

2. Reach out early if you’re having trouble.

If you’re having trouble, contact us early to discuss options, which may include a financial hardship arrangement and doesn’t directly affect your credit score. Instead, it’s recorded on your credit report as Financial Hardship Information (FHI) and stays there for 12 months from when a temporary arrangement ends or 12 months after a permanent variation is made.

This record simply shows that you’ve worked with us to manage your repayments during a difficult time—it’s not the same as missing payments. In fact, continuing to make payments under a hardship arrangement can help protect your credit health.

If you need support, it’s always better to reach out early. We’re here to help.

3. Set up a direct debits or reminders

Automate your payments or set calendar alerts to avoid missing due dates. It helps make sure your payments are always on time, and on-time payments look great on your credit report.

4. Check your credit report

Keep an eye on what’s recorded about you. If something doesn’t look right, contact us, your other lender or the relevant credit reporting body for help.

You can get a free copy of your credit report every three months from credit reporting bodies.

5. Keep your credit applications to a minimum:

Every time you apply for credit, it shows up on your report. Too many applications in a short time can hurt your credit score, so only apply when you really need to.

If you think that you might be a victim of fraud (including identity theft), you can ask the credit reporting bodies to put a ban on accessing your credit report for 21 days. This stops them from sharing your information while you sort it out. You can even ask for an extension of this ban period if you need more time to take steps to protect yourself.

You can make extra repayments at any time; however, your regular payment will still be direct debited as per your arrangement with us.

Your loan is designed to automatically allocate funds received via Electronic Fund Transfer (EFT) to your arrears balance to bring your repayments up to date.

If you have made extra repayments that result in the loan terminating more than 3 months before the maturity date, early termination fees, loan administration fees and break costs will apply. No early termination fees or break costs will apply if you terminate within the final 3 months of the contract.

You can make extra payments by Electronic Fund Transfer (EFT) but not cash, cheques or BPay. For EFT payments, use these details:

• BSB: 066-751
• Account Number: Your unique contract number
• Reference number: Your unique contract number

Please note, it can take 2-3 business days for an EFT payment to appear on your account.

If you’ve missed repayments or fallen behind (in arrears), it may affect your credit report. Here’s how:

• Missed or late repayments show up on your credit report and may lower your credit score because they suggest you might be a higher risk to lenders.
• Being in arrears means your account is overdue, which also impacts your credit rating negatively.

That’s why it’s important to act early. If you’re having trouble keeping up, we can help you explore support options like a hardship arrangement to avoid further impact and get back on track.

If you’ve missed some payments previously, it won’t affect your credit history indefinitely, as repayment history information is only recorded on your credit report for 24 months.

Making your required repayments consistently may have a positive effect on your credit report, and getting back on track with these payments can help improve your credit score.

A payment plan can let you focus on staying up to date with your regular repayments while giving you extra time to catch up on any missed repayments or fees.

Reaching out early can make a huge difference in managing your future commitments and provide peace of mind, knowing you’ve got a plan.

If things change and you can’t make your agreed payments, give us a call on 1300 280 583 and we’ll work with you to find a solution that fits you best.

Call us on 1300 280 583. We’ll chat about your situation and work together to find the best way forward.

If you’re facing a situation that makes it difficult to keep up with your repayments, our Financial Hardship Assistance team may be able to support you. You can learn more about our Financial Hardship Assistance here.

Got the funds available now to clear your overdue amount?  You can make a payment via Electronic Fund Transfer (EFT) using these details:

BSB: 066-751
Account number: is your Contract number.

You can find your contract number on your Welcome Letter.   Please note, it can take 2-3 business days for an EFT payment to appear on your account.

Financial hardship is when a person has difficulty meeting, or is unable to meet, their financial commitments due to circumstances beyond their immediate control. There are many reasons why you might be experiencing financial difficulty. Sometimes it’s a job loss, a change in income or expenses or an unexpected moment like an illness, injury or natural disaster. Other times it’s a personal struggle like navigating a relationship breakdown, an unsafe home environment or the loss of a loved one. If you’re experiencing hardship and can’t make your repayments, we are here to help.

We offer a range of financial support solutions depending on your circumstances. If you are experiencing financial difficulty, we can offer you a reduced repayment or repayment holiday for a period of time while you get back on your feet. If this sounds like something you need, give us a call at 1300 280 572 or apply online here.

A financial hardship arrangement is a type of support that we may offer to help you manage your loan repayments when a change in your circumstances affects your ability to pay or you are experiencing financial difficulty. For example, we may provide a payment deferral if you’re facing challenges like illness or loss of income.

This type of arrangement can be temporary, such as reduced payments for a few months, or longer-term, like extending your loan term to lower your monthly repayments permanently.

It starts with a conversation. Call us at 1300 280 572 or fill out our Financial Assistance Form online here. We’re here to listen to you and help you find a solution.

Our Financial Assistance Specialist will review your application. They’ll contact you if they need further information. And may arrange a call to discuss your situation in more detail.

To ensure we’re offering the best solution for you, we might ask questions about your income and expenses. We could also ask you for documents like medical certificates or an employment termination letter. So make sure you’ve got them all handy.

Yes, of course. If things change, just give us a call on 1300 280 572 and we’ll work with you to find a solution that fits you best.

Call us on 1300 280 572. We’ll chat about your situation and work together to find the best way forward.

For consumer loans, if you agree to a financial hardship arrangement with us, your Repayment History Information (RHI) may show whether you’ve met the terms of that arrangement instead of your usual payment obligations. The nature of the financial hardship arrangement may be listed in your credit report to show if a temporary variation financial hardship arrangement (shown by an ‘A’ on your credit report) or a permanent variation financial hardship arrangement (shown by a ‘V’ on your credit report) has been entered.

These arrangements do not impact your credit score. However, a code indicating the hardship may remain on your credit report for 12 months from when a temporary arrangement ends or 12 months after a permanent variation is made. Your report will not include the reason for the hardship or any specific details about the arrangement.
For more details, visit CreditSmart.

This is not applicable for business vehicle loans. For these loans, there are no current impacts to your credit score or file when you apply and are approved for Financial Hardship Assistance.

Voluntary surrender is where you agree to return the vehicle and agree for us to sell it on your behalf.  Any proceeds of sale (minus costs associated with the sale) are then applied to your loan or lease balance to reduce the total amount owing.

1. Call us on 1300 280 572 so we can understand your current circumstances.
2. We will advise you of the location of our nearest auction house partner where you can take the vehicle to.
3. Our auction house partner will then value your vehicle, and we will let you know the valuation amount – if the valuation is less than you expected, you will still have the option to redeem your vehicle.
4. If you don’t redeem your vehicle, we will arrange for the vehicle to be sold and apply the proceeds (minus costs associated with the sale) to be applied to your loan or lease balance.
5. If there is a surplus, we will transfer those funds to you. If there is a shortfall, we will contact you to discuss a suitable repayment plan tailored to your personal circumstances.

We can collect it from your home or your chosen location for an additional fee.

To arrange voluntary surrender of your vehicle, please call us on 1300 280 572.