Finance

Above: (Left) Richard Sharp. (Right) Chris Masters.

We are delighted to welcome two key additions to our leadership team here at Payment Assist as we gear up for some exciting transformations to help us improve our offering to businesses and their customers across the UK.

Driving this process, Richard Sharp and Chris Masters have stepped into their new roles as Chief Operating Officer and Chief Payments Officer, respectively. Their focus is on pushing innovation, building on our current payment solutions, and ensuring that Payment Assist stays ahead of the upcoming regulatory changes.

Richard Sharp – Chief Operating Officer

Richard is leading the charge on Payment Assist’s operational transformation. With 25 years of experience in consumer lending under his belt, Richard is well-versed in the ins and outs of motor finance, unsecured lending, and risk management. His experience spans major PLCs and challenger banks, so he has a broad perspective on the industry.

Overseeing a major shift towards digitalisation.

This will make processes smoother and more efficient for garages and their customers. He’s also ensuring that Payment Assist is fully prepared for upcoming FCA regulations taking effect in January 2026. Unlike some providers, we’re already partially regulated, but it’s still important that preparations are made so that we can hit the ground running next year.

“I am absolutely delighted to be joining Payment Assist at such an exciting time for the business,” Richard said. “We have ambitious growth plans, and I’m excited to bring my experience in transformation, change, and improving our customer experience, as well as implement risk management measures so that we remain compliant and efficient as we grow.”

Chris Masters – Chief Payments Officer

Chris brings 18 years of experience in the automotive industry. He’s worked with some of the biggest suppliers and partners in the sector, starting his career at Motors.co.uk before moving to iVendi, where he specialised in business development. Chris’ deep understanding of customer behaviour and purchasing trends makes him the ideal person to spearhead Payment Assist’s next-generation payment platform.

Refining payment processes.

Chris started working with payments back in 2018, and he was an early mover in the drive to help automotive businesses transition to online transactions. Now, at Payment Assist, he’s taking things further by refining payment processes and ensuring the company’s platform is at the cutting edge of technology.

“We have a fantastic foundation from our consumer finance products, but it’s our vision to develop and deliver a best-in-class payment platform for our network,” said Chris. “The motor industry is an amazing sector to work in, with lots of forward-thinking businesses; we want to support them with a solution that will be at the forefront of technology. We’ve structured our teams to create dedicated support for customers and partners, which ensures that payment processing is easy and accessible for businesses.”

What This Means for Payment Assist

Our preparation for the future is a major factor in welcoming Richard and Chris to the team. The sector is constantly evolving, as is Payment Assist, so bringing these leadership appointments on board is crucial to our journey.

How will you benefit?

• A smarter customer engagement platform. Multi-channel communications that track customer behaviour, making service interactions smoother.
• AI-powered call analysis. Automated scoring of customer interactions to improve training and service quality.
• Automated processes. Cutting down on and optimising manual tasks to boost efficiency.
• Restructured support teams. More dedicated help for customers, partners, and key accounts.
• Stronger fraud and risk management. Reinforced compliance ahead of the 2026 FCA regulation changes.

By working with expert partners like Contact Web, we’re investing in technology and refining our approach to make sure we continue to be a reliable and forward-thinking partner for businesses across the automotive sector.

Providing Stable Support

With new regulations on the horizon and financial uncertainty affecting the industry, stability matters more than ever. At Payment Assist, we’re proud to be bank-backed and have partial FCA regulations to provide you with a secure and reliable foundation for the future.

Chris summed it up: “Regulatory changes in January 2026 will require businesses in our sector to comply with stricter requirements. Payment Assist is ahead of the curve, already regulated and fully prepared to transition to full compliance.”

We Can Help Your Business Offer More

When you partner with Payment Assist, you get the ability to offer flexible, interest-free payment solutions to your customers. With fast approvals, seamless integration, and a proven track record of reliability, Payment Assist is a failsafe way to improve your service offerings.

Sign up today or get in touch with any questions – our team is here to help.

FAQ

In the automotive sector, keeping things running smoothly isn’t just about getting the job done – it’s about getting it right. That means maintaining quality, ensuring customer satisfaction, and staying compliant with regulations. To support these goals, we’ve partnered with Contact Web to integrate their Quality AI (QAI) platform into our operations.

Contact Web specialises in AI-powered quality monitoring. Simply put, their system assesses customer interactions and helps us fine-tune our approach. This powerful tool provides real-time insights into service quality, compliance, and efficiency—key factors in running a successful and responsible business.

Why We’re Using AI Monitoring

The simple answer: it makes our processes more efficient. Instead of manually reviewing calls and customer interactions, QAI does it for us. It listens, analyses, and scores every interaction automatically. This allows us to instantly identify areas for improvement and address potential issues before they escalate.

Sentiment Analysis: Understanding Customer Emotions

One of the stand-out features of QAI is sentiment analysis—a system that recognises how customers are actually feeling, not just what they say. If a customer is frustrated, uncertain, or requires extra support, QAI flags it immediately. This ensures that those who need additional assistance receive it promptly, without having to ask twice.

Data-Driven Decisions, Not Guesswork

There’s a lot of talk about ‘data-driven decision-making’, but what does it mean? In practice, it’s about having the right information at your fingertips when you need it. QAI collects and processes data, turning it into actionable insights.

Instead of sifting through endless reports, we gain clear, real-time intelligence to enhance our operations. This includes:

• Identifying where conversations can be improved
• Pinpointing areas in customer service that need focus
• Ensuring compliance standards are consistently met

It’s all about working smarter, not harder.

Beyond Call Monitoring: A Complete Customer Journey View

Most AI tools only focus on monitoring phone calls, but QAI goes further. It tracks the entire customer journey, from the first point of contact to the final resolution. This holistic approach helps us refine our processes in real-time, ensuring that customers receive a smooth, fair, and efficient experience at every stage.

Improving Complaint Resolution

In the rare event that a complaint or dispute arises, QAI allows us to pinpoint exactly where the issue started. This means:

• Faster resolution times
• Greater transparency
• A more seamless experience for customers

No one enjoys dealing with complaints, but when they do happen, having this extra level of visibility makes a huge difference.

The Impact So Far

We’re still in the early stages of rolling out QAI, but the benefits are already clear. Our initial focus has been on:

Enhancing customer interactions – Identifying what works and what doesn’t

Supporting vulnerable customers – Quickly recognising those who need extra assistance

Streamlining internal processes – Reducing manual effort and improving efficiency

Boosting quality and compliance scores – Strengthening our regulatory framework

Richard Sharp, Chief Operating Officer, on the QAI Partnership

“We’re delighted to be partnering with Contact Web and rolling out their QAI platform across our operations. This cutting-edge technology gives my department leads instant access to crucial data, helping us make better, faster decisions. It’s a real game-changer for how we manage quality, support our teams, and deliver the best service for our customers.”

A Step Towards the Future

For us, partnering with Contact Web is about staying ahead of industry trends—not just keeping up. AI-powered quality monitoring is part of a wider innovation strategy to improve efficiency without compromising on service quality.

We’re also preparing for full FCA regulation by January 2026—building on our existing partial regulation. Ensuring that our quality and compliance processes are robust is a vital part of this journey. By using QAI, we can seamlessly manage regulatory changes while continuing to provide exceptional service.

Looking for a Payment Partner That Prioritises Customer Service?

With Payment Assist, you can offer simple, interest-free payment plans to your customers. It helps them spread the cost of repairs and servicing, without hassle or hidden fees.

• Fast approvals
• Seamless integration
• Proven reliability

Join us today by following this link or get in touch to learn more.

FAQ

Not everyone has spare cash lying around for a big repair bill. See how Payment Assist can help customers spread their bill over manageable monthly payments.

Customers Struggle to Afford Repairs Upfront

Car repairs can be costly, especially when unexpected. A sudden breakdown or failed MOT can leave customers facing bills of hundreds of pounds. Between 2023 and 2024, repair costs have risen, making it even harder for drivers to afford necessary repairs. Many customers ask if there’s a cheaper fix or say they’ll return next month, not because they don’t want to repair their vehicle, but because paying in one go isn’t feasible.

When a customer can’t afford a repair, it affects both them and you:

• They drive away in a potentially unsafe car, feeling worried and unhappy.
• You lose out on work and the chance to help them.

So, how can the job get done without breaking the bank?

Car Repair Finance Is the Solution

Instead of paying the entire bill upfront, customers can make affordable monthly payments with no interest added. A £400 repair bill might be met with hesitation, but four monthly payments of £100 make it much more manageable.

0% Finance Makes It Even Easier

By offering a 0% finance option, customers can agree to repairs without the burden of a lump sum or high-interest charges. Unlike bank loans or credit cards, where interest increases the total cost, 0% finance is a safer, more affordable alternative.

Most Customers Get Instant Approval

For bills below a certain threshold, there’s usually no complicated credit check. A valid debit card and a few details are often enough for approval, making 0% finance a simple and accessible solution for most customers.

Interest-Free Car Repair Finance Grows Your Business

Helping customers is the right thing to do, but offering finance also benefits your business.

More Sales and Bigger Jobs

When cost isn’t an immediate barrier, more customers say yes to repairs. This allows you to capture jobs that might otherwise be lost. Customers are also more likely to approve all recommended work now rather than postponing part of it, increasing revenue per visit.

Builds Customer Loyalty and Referrals

Turning a large bill into manageable payments earns goodwill. Customers appreciate the flexibility and trust businesses that support them during tough financial times. They’re more likely to return and recommend your repair centre to others.

Ready to Offer 0% Finance? We’re Here to Help.

If you’re ready to grow your business and offer customers affordable monthly payments, Payment Assist is the solution. As a leading provider of 0% car repair finance, we make it easy for garages and repair centres to integrate this service.

We cover your customer’s repair bill upfront, and they repay in regular, interest-free instalments. This means you get paid immediately while your customers manage their expenses more comfortably. Payment Assist is FCA-regulated and bank-backed, ensuring stability and reliability.

Sign up today by following this link or get in touch with our team for more information.

FAQ

Facing an unexpected car repair is as stressful as it is financially challenging. Recently, the cost of repairs has surged, with a 32% increase reported. This has left a lot of drivers worrying about how to manage unforeseen car repairs, so we thought we’d look at how you can navigate the situation more easily.

1. Try Not To Lose Your Head

When your car is broken down, it can feel overwhelming, but it’s important to keep it in perspective. Start by checking the warning lights on your dashboard and your vehicle’s manual for initial guidance. If you’re still not sure, then getting hold of a professional mechanic for a diagnosis is the next step.

Top Tip: Think about getting multiple quotes.

This might feel like a bit of a hassle, but you’d be amazed at how much it can save you. Getting estimates from a few reputable garages can help you be confident that you’re receiving a fair price. Be wary of any quotes that seem unusually low, as this might mean subpar work or cheap parts.

2. Check Your Warranty

If your vehicle is under warranty, certain repairs might be covered, which could save you a lot of money. Familiarise yourself with the terms of your warranty to understand what is included and any actions that might void it.

3. Focus on the Essentials

If the repair costs are high, then chat with the mechanic about which issues are critical and which can be temporarily put on the back burner. Prioritising essential repairs means you can address any immediate safety concerns, which can keep you going while you figure out the other issues.

4. Get a Grip on the Breakdown of Costs

Asking for a detailed breakdown of your car repair costs – like labour, parts, and other fees – helps you to understand what you’re paying for. It can also highlight areas where you might save money, for example, by picking up minor parts independently.

5. Avoid DIY Repairs Unless You’re Qualified

It might be tempting to tackle your car repairs yourself to save a few pounds, but this is risky. Not only can it be dangerous, but it’s also not cost-effective in the long run. According to AVIVA, almost half of motorists who attempted DIY repairs ended up needing professional help anyway, with an average additional cost of over £800. Unless you’ve got the right skills and tools, leave it to the pros.

6. Discuss Payment Options with the Garage

Lots of garages offer flexible payment plans like Payment Assist to help you manage unexpected costs. Talk to them about any available options that might let you spread the cost over time. Unlike some car repair loans, Payment Assist is interest-free and doesn’t have additional fees, so you don’t end up paying any more in the long run. Options like this can massively reduce the financial strain.

7. If in Doubt, Ask

Mechanics are experts at what they do, and having clear and frank conversations with them is a great way to understand the problems you’re experiencing, as well as their solutions. Ask questions if you don’t understand something, and don’t hesitate to get a second opinion if you’re not sure about a recommended repair.

8. Try to Keep on Top of Your Maintenance

Regular vehicle maintenance is absolutely key to preventing unexpected car breakdowns. Stick to your service schedule, check your fluid levels, and keep an eye on your tyres to identify potential issues before they become bigger problems. Having a preventative approach is usually cheaper than emergency repairs.

Did You Know: Delaying repairs usually makes them more expensive.

Postponing your repairs can actually lead to more severe issues and higher costs. What’s more, neglecting essential maintenance can compromise the safety of your vehicle and might even invalidate your insurance policy, so taking the issues in hand quickly is really important.

Organisation and Forward Planning are Key to Avoiding Future Unexpected Costs

Some unexpected car repair costs are unavoidable, but others can be pre-empted, at least to some extent. Think about building an emergency fund if you can. Putting aside a small amount each month can create a financial cushion for unexpected expenses and give you peace of mind, too.

Know Your Vehicle

It’s also worth educating yourself about any common issues associated with the make and model of your vehicle. Alternator failures, coil spring issues, and timing belt problems can be some of the most common faults in certain models. Knowing what to expect can help you anticipate what car repairs you might need.

Keep Detailed Records

Maintaining a comprehensive record of all services and repairs performed on your car is really helpful. They provide a clear history of the work performed, which can not only improve the resale value but also help with warranty claims and support you in tracking your maintenance. Note the date, mileage, and nature of each service or repair. You can also add any information that’s relevant about parts replaced as well as recommendations from your mechanic.

Need Support Managing an Unexpected Car Cost?

Unexpected car repair bills are financially stressful, but they don’t need to be; Payment Assist is here to help. We offer interest-free payment plans that let you spread the cost of your vehicle repair over four equal monthly instalments, making it easier to manage your budget.

We focus on getting you back on the road without the immediate financial strain of unexpected repair bills. Our service is designed to be straightforward, transparent, and supportive. Find a participating garage near you or click here or contact us for more information.

FAQ

Running a garage or repair centre is obviously centred on keeping vehicles on the road, but anyone who’s worked in the industry knows that’s not where the job ends. If you can offer a service that keeps your customers happy and coming back, the benefits are incredible.

For many, car repairs are unexpected and expensive, which is why offering flexible finance like that offered by Payment Assist can be a real game changer. Not only does it provide convenience to the user, but it’s also a great way to grow your customer base and improve your garage cash flow. Let’s have a closer look at how it can help.

Meet Customers Where They Are Financially

Sadly, cars don’t wait for a convenient time to break down. Despite this, your customers still need their vehicles fixed, but repair costs can be a real problem for their budget. By providing flexible finance options through Payment Assist, you’re helping them to spread the cost into manageable payments.

This is good for the customer and good for your business.

In our experience, customers are much more likely to approve larger repair bills when they know they can pay them over time. What does that mean for you? More high-value jobs, less haggling over prices, and fewer customers walking back out the door.

Grow Your Customer Base

Not only does flexible finance keep your existing customers happy, but it also helps you bring in new ones. People talk. When they know your garage offers options that ease financial pressure, they’re more likely to recommend your services to friends and family.

In a competitive marketplace like auto repairs, standing out is non-negotiable. Flexible finance options give you an edge, making your garage a go-to choice for people who want quality service without a crippling upfront bill.

Improve Your Garage’s Cash Flow

Running a garage means juggling costs for a lot of owners. From parts and tools to staff wages and overheads, you’ve often got a lot of irons in the fire. Flexible finance can help you smooth out cash flow issues.

With Payment Assist, you get paid upfront for repairs.

Customers repay Payment Assist over time, but you don’t have to wait for instalments. That means no delays in settling supplier invoices or reinvesting in your business. Steady cash flow leads to far fewer financial headaches and a more stable operation.

Upsell Without the Hard Sell

Offering flexible finance to your customers takes the sting out of upselling. Premium parts or getting any extra work done quickly can have a massive long-term benefit for people using your services, but if they don’t have the funds to pay for it upfront, they probably aren’t going to appreciate getting the hard sell.

With finance options, these upgrades become a lot more accessible. You can explain why going for a slightly more expensive service might save your customer money in the long run and how splitting the costs over time won’t be a big financial strain.

Reduced Declined Repairs

Without finance options, some customers might need or choose to turn down repairs. This can lead to dissatisfied customers and vehicles that come back with bigger issues down the line. Flexible finance removes that barrier.

When a customer can spread the cost, agreeing to large repairs on the spot becomes easier. That helps your garage run efficiently and reduces the time spent chasing return visits or negotiating a lower quote.

Save Time on Payment Chasing

Payment delays can really disrupt your garage’s operations. Chasing customers for unpaid bills takes time and resources, both of which could be better spent elsewhere. With flexible finance, you eliminate the hassle. Customers pay their first instalment at the garage, and Payment Assist handles the rest; no awkward follow-ups and no unpaid invoices.

Boost Your Customers’ Trust

When you offer flexible finance options, you’re showing that you understand – and take seriously – the needs of your customers. That builds trust, and trust encourages long-term loyalty. Customers are much more likely to use a business if they feel it’s taken the time to listen to their concerns and make them a priority. Plus, Payment Assist’s process is simple and transparent, helping you maintain your reputation for honesty and reliability. There aren’t any hidden fees, and approval is straightforward.

Ready to Experience the Benefits of Flexible Finance?

If you want to grow your customer base, improve your garage’s cash flow, and build long-lasting customer loyalty, then Payment Assist makes it simple. Offer your customers a hassle-free way to spread repair costs while you enjoy the advantages of upfront payments and a streamlined service.

There’s no setup cost, and approval is quick and easy. Payment Assist handles the admin, so you can focus on running your garage. Plus, with no interest charged to timely-paying customers, it’s a win-win. Sign up for Payment Assist today or get in touch to see how flexible finance can upgrade your business.

FAQ