Frequently asked questions

Below you’ll find answers to the questions we get asked the most. If you can’t find the answer to your question here, please feel free to contact us.

How do I check the balance on my loan?

If you’d like to check the balance of your loan, please email us on with your contract number and we’ll send you your latest statement within 24 hours.

If you’d like a repayment quote, please email us with your contract number and request a pay-out figure and the date you’re expecting to repay us. We’ll send you a pay-out figure within 24 hours. Please note that the pay-out figure is only valid for 7 days.

How do I change the date or frequency of my repayment plan?

Please email us at with your contract number letting us know you’d like to adjust your payment plan and we’ll give you a call to discuss options that may be available to you.

Can I sell my vehicle while it's still under finance?

Your car is held by us as security for the term of your loan or lease. You can sell your car, however if the sale price doesn’t cover your outstanding loan balance with us, you’ll have to pay the difference at the same time. Once you’ve repaid us in full (in cleared funds) we’ll organize to release the security interest.

What are your bank account details?

We’ll set up a direct debit with you when you take out a loan with us.

If you need to make a one-off payment, our Westpac bank account details are below. Please use your loan contract number as a reference.

Account name: Branded Financial Services
Bank name: Westpac Bank
BSB number: 032010
Account number: 303052

How do I update my address?

If you need to update your address with us, please email with the subject line ‘Update My Details’.

Please include in your email:

  • Your loan contract number or vehicle registration number
  • Your previous address and new address
  • A document from an independent third party that records your new address i.e. a utility bill, rates notice, rent or lease agreement (not more than 3 months old).
How do I change my direct debit details?

Download our Direct Debit Request form on the Lending Documents page and email to with your contract number. We’ll update your details for you.

How can I get Financial Assistance?

If your circumstances have changed recently and you’re unable to manage your loan repayments, we may be able to offer you financial assistance. Financial assistance will be assessed on your individual needs with several options available. These options can be payment reduction for a period, deferral of your repayments for a short period of time or setting up another flexible repayment option.

You can call us on 1300 549 166 (Option 2) or download and submit a hardship application through We’ll contact you for further details or clarification if required.

What happens if I can’t make my next payment?

If you default on your loan payments, you’ll incur default interest and fees. It may also affect your credit rating. If your loan is in default and is secured by a vehicle, we may take enforcement action up to and including repossessing your vehicle.

If you’re struggling to meet your loan repayments, we encourage you to get in touch with us so that we can work out a plan that works for you and meets your debt obligations. Please email if you have any questions and we’ll get in touch with you within 48 hours.

Can I release the security over my car and how do I do that?

Our loans are secured against your vehicle.  If you’re thinking about selling your car you’ll need to repay us. Once you’ve repaid us in full (in cleared funds) we’ll organize to release the security interest. 

The first step is to contact us for a repayment quote; and once we’ve been repaid in full, we’ll organize the release of the security interest for you. 

What happens if I pay my loan in full early?

If you’re able to repay your loan in full before the final payment due date, email us at so we can provide you with a repayment quote. Let us know your contract number, the date you expect to repay, and we’ll provide you with the quote.

Please note that repayment quotes are only valid for 7 days and there will be an early termination fee. The fee is calculated based on the type of loan. For Consumer Loans it’s $750 (reducing by $12.50 for every month since the loan commenced). For Commercial Loans it’s 25% of the remaining interest. Once you’ve repaid us in full (in cleared funds) we’ll organize to release the security interest.

I’ve changed my vehicle registration / plate number. How do I update it?

Please email with the subject line ‘Update My Details’. In the email, include your contract number, address, and a copy of the Certificate of Registration.

If I apply for hardship assistance, will my credit file be negatively impacted?

If you maintain your payments under the hardship arrangement then this will not affect your credit file.

Where can I find the Target Market Determination?

Please visit Lending Documents page to view the latest version of our Target Market Determination PDF.

What if I have a complaint?

Please visit our complaints and compliments page for more information on how to make a complaint. 

If you can’t find the answer to your question here, please feel free to contact us.