Frequently Asked Questions

Finance Agreement

Changing my details


Changing my details

Changing my details


Changing my details

    • What should I do if my personal information changes?

      What should I do if my personal information changes?

      If any of your details change, such as: your name, address or contact details please let us know so that we can keep our records up to date.

      The easiest way to update your personal details is by using Mercedes me finance, which is a part of Mercedes me.

      Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, 7 days a week. You will need to register with Mercedes me before you can create a Mercedes me finance account click here to register. Alternatively, contact our Customer Services team.

    • Can I change my details online?

      Can I change my details online?

      Yes our customer portal Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, 7 days a week.

      You will be able to:

      • Update your contact details including; address, mobile/telephone number and your email address
      • Amend your bank account details for your monthly instalments
      • Change your monthly payment date to a more convenient day of the month for you
      • Depending on your agreement type you can also request an Early Settlement quotation

      Mercedes me finance is a part of Mercedes me, where you can experience innovative services and fascinating Mercedes-Benz offers.

      Please note, you will need to register with Mercedes me before you can create a Mercedes me finance account.

      Please click here to register

    • What should I do if my bank account changes?

      What should I do if my bank account changes?

      If your bank account details change, please inform us as soon as possible so it does not affect your monthly payment.

      The easiest way to update your bank account information is by using Mercedes me finance, which is a part of Mercedes me.

      Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, 7 days a week. You will need to register with Mercedes me before you can create a Mercedes me finance account, click here to register.

      Alternatively, contact our Customer Services team.

    • I think I will exceed my annual permitted mileage

      I think I will exceed my annual permitted mileage

      Your payments are based upon the agreed annual permitted mileage in your finance agreement; if you exceed this, there is excess mileage which you will pay at the end of your agreement. The details of the excess mileage charges for your vehicle can be found on page 2 of your finance agreement.
       

      You can get a copy of your agreement by logging in to Mercedes me finance and clicking on the “Documents” button at the top of the page. Alternatively, please contact us to request a copy, and we can send one out to you.

    • Change of Registration Number

      Change of Registration Number

      If you’ve changed your registration plates, you need to let us know right away so that we can update our records. This will help us provide a faster, more efficient service when you need assistance in the future.

      To inform us of your new registration details please contact our Customer Services team.

    • Can I change my payment date?

      Can I change my payment date?

      Yes, the payment can only be delayed or brought forward by up to 10 days as long as it remains within the same month. You can change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click here to register. Or, contact our Customer Services team.

    • Who can I obtain information or amend details on my Finance Agreement?

      Who can I obtain information or amend details on my Finance Agreement?

      No one can obtain information on any account without written or verbal confirmation from the agreement holder.

      If you would like to add someone to be a contact on your agreement please contact our Customer Services team.

    • I want to add a contact person to my Finance Agreement, how would I go about setting this up?

      I want to add a contact person to my Finance Agreement, how would I go about setting this up?

      If you would like to authorise someone to be a contact on your agreement please contact Customer Services.

       

    Outstanding Balance


    Outstanding Balance

    Outstanding Balance


    Outstanding Balance

      • Outstanding Balance

        Outstanding Balance

        If you would like to find out how much is outstanding on your Finance Agreement please contact Customer Services.

      Direct Debit Queries


      Direct Debit Queries

      Direct Debit Queries


      Direct Debit Queries

        • When will my first direct debit be taken?

          When will my first direct debit be taken?

          This will depend on which Mercedes-Benz Finance Agreement you have.

          • For Personal Operating Lease and Contract Hire agreements the rentals are usually collected in advance, with the first rental due at the start of your agreement.
          • For Agility and Hire Purchase agreements the monthly payments are normally collected in arrears.

          You can find this out, as well as change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click here to register.

          Or, you can contact our Customer Services team.

        • Can I change the date my monthly instalment is debited?

          Can I change the date my monthly instalment is debited?

          Yes, the payment can only be delayed or brought forward by up to 10 days as long as it remains within the same month.

          You can change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes- Benz Finance Agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click here to register.

          Or, you can contact our Customer Services team.

        • How much is my monthly payment?

          How much is my monthly payment?

          There are a few ways to find out how much your monthly payments are:

          1. Your monthly payments are detailed on your agreement under the ‘Key Financial Information’ heading.

          2. Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click here to register.

          3. Contact our Customer Services team.

        • My Direct Debit has been rejected. Will you re-request the money from my bank again?

          My Direct Debit has been rejected. Will you re-request the money from my bank again?

          Your bank will inform us that your Direct Debit has been rejected. We will request the payment required from your account, if the first attempt fails we will make two further attempts to take payment from you.


          After each attempt we will write to you informing you of this. If the rejection is due to a lack of funds in your account, your bank may charge you every time we request payment. You can pay the missing amount using Mercedes me finance or over the phone by calling 0333 345 3300, Monday to Friday from 8.30am to 5pm.

        • My bank details have changed. How does this affect my Direct Debit payment?

          My bank details have changed. How does this affect my Direct Debit payment?

          You will need to inform us of any changes at least ten days before your next payment date. For your convenience, you can complete Direct Debit mandate form and return it to us.

          Alternatively, you can update your bank details using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz Finance Agreement online 24 hours a day, seven days a week, Mercedes me finance is a part of Mercedes me, please click here to register.

          Alternatively, contact our Customers Services team.

        • What happens to my Direct Debit at the end of my agreement?

          What happens to my Direct Debit at the end of my agreement?

          Once your final payment has cleared we will no longer bill your account for your monthly rentals. You may also wish to contact your bank to cancel your mandate to ensure no further amounts are debited.

        Fines and Charges


        Fines and Charges

        Fines and Charges


        Fines and Charges

          • I have a parking/speeding fine, what should I do?

            I have a parking/speeding fine, what should I do?

            If you are the registered keeper of the vehicle, any parking or speeding fines will be sent directly to you. Please ensure you pay any fines straight away.

            If Mercedes-Benz Financial Services are the registered keeper of the vehicle any parking or speeding fines will come directly to us. We will respond back to the authorities with a covering letter stating your name and address, and advising that the vehicle is on a long-term lease to you. The issuing authority will then re-issue the fine directly to you. It is then your responsibility to make sure that it’s paid.

            Please note that any fines will incur an administration fee of £25 inclusive of VAT, we will send you an invoice and the payment will be taken via direct debit 2-3 weeks after the fine has been processed unless we are notified otherwise.

            If you have any questions in relation to a fine please contact Customer Services team.

          • London Congestion Charges

            London Congestion Charges

            If you are the registered keeper of the vehicle, London congestion charges will be sent directly to you. Please ensure you pay any charges straight away.

            If Mercedes-Benz Financial Services are the registered keeper of the vehicle and receive a London congestion charge fine against your vehicle we will pay this straight away and recharge you together with an administration fee of £25 inclusive of VAT. The payment will be taken via direct debit 2-3 weeks after the fine has been processed unless we are notified otherwise.

            To avoid London congestion charges, visit www.cclondon.com to find out how you can pre-pay.

            If you have any questions in relation to a fine please contact Customer Services.

          • Dart Charge (Dartford Crossing Charge)

            Dart Charge (Dartford Crossing Charge)

            If you are the registered keeper of the vehicle, any dart charges which have not been paid will be sent directly to you. Please ensure you pay any charges straight away.

            If Mercedes-Benz Financial Services are the registered keeper of the vehicle and we receive a dart charge against your vehicle we will respond back to the authorities with a covering letter stating your name and address, advising that the vehicle is on a long-term lease to you. The issuing authority will then re-issue the fine directly to you, it is then your responsibility to make sure that this is paid. Where we are unable to do this, we will pay any charges to avoid additional costs being incurred and recharge to the customer accordingly.

            To avoid dart charge penalties, please pay by midnight the day after you cross. You can set up an account here.

            If you have any questions in relation to a fine please contact Customer Services.

          Financial Difficulties


          Financial Difficulties

          Financial Difficulties


          Financial Difficulties

            • My account is in arrears. How do I make a payment?

              My account is in arrears. How do I make a payment?

              If you would like to get your account up to date You can make a payment using Mercedes me finance or over the phone by calling 0333 345 3300, Monday to Friday from 8.30am to 5pm.

            • I am having financial difficulties, what should I do?

              I am having financial difficulties, what should I do?

              If you are experiencing financial difficulties please call our dedicated Customer Service team who will be able to support you and offer advice on your circumstances in regards to your Finance Agreement.

            • Is it possible to change the length of my agreement?

              Is it possible to change the length of my agreement?

              We do not offer shortened agreement terms, but you do have the option to settle your agreement early.

              You may also have the option to extend your agreement, if you would like to do this we will take a look at your circumstances and identify a solution for you.

              Please contact our dedicated Customer Services team.

            Statements and Invoices


            Statements and Invoices

            Statements and Invoices


            Statements and Invoices

              • When will I receive my next annual statement?

                When will I receive my next annual statement?

                You will receive your annual statement within 30 days of your contract anniversary date if you have a regulated Hire Purchase or Agility agreement. For unregulated agreements, you can contact Customer Services and request the payment history of your account.

                If you have any questions relating to your annual statement please contact our Customer Services team.

              • Where can I get a statement of my payments to date?

                Where can I get a statement of my payments to date?

                Customer Services will be happy to provide you with a statement of your payments to date.

              • Will I receive an Annual VAT Invoice?

                Will I receive an Annual VAT Invoice?

                Only three of our finance products require an Annual VAT invoice. If you have a Contract Hire, Operating Lease or Finance Lease Agreement you will receive an annual VAT Invoice, this will show your periodic payments covering a 12 month time period in advance.

              Bereavement


              Bereavement 

              Bereavement


              Bereavement 

                • What is your bereavement process?

                  What is your bereavement process?

                  We understand that it can be difficult to arrange financial affairs after the death of someone and we want to make this process as simple as possible for you. That is why we have a dedicated team ready to help.

                  Firstly, please notify us by sending us a copy of the death certificate with a covering letter confirming the executor details.

                  Please send to:
                  customerservices-mbfs@daimler.com

                  or post to:
                  Customer Services, Support Services
                  Mercedes-Benz Finance
                  Tongwell
                  Milton Keynes
                  MK15 8BA

                  Once we have received this information, we will update the account and send you an options letter. This letter will explain the options available for the Finance Agreement.

                  We appreciate this can be a lot of information to take in, so if you would like someone to talk you through these options please contact our dedicated Customer Services teams.

                End of Agreement Questions


                End of Agreement Questions

                End of Agreement Questions


                End of Agreement Questions

                If you are nearing the end of your agreement and are still unsure of your next steps, you can find all the information you need relating to your agreement plan, in the sections below.