Mercedes-Benz Finance COVID-19 FAQs


What should I do?

Frequently Asked Questions.

Mercedes-Benz Finance COVID-19 FAQs


What should I do?

Frequently Asked Questions.

Why are you only extending finance agreements for 3 months?
We’re helping unprecedented numbers of customers and have to plan for the current situation with COVID-19 to last longer than 3 weeks. It therefore makes sense to arrange to extend your agreement by 3 months. When the government restrictions are lifted, you can arrange to have your vehicle returned. You'll need to contact our collection partner British Car Auctions (BCA) to organise this and their number is 0370 121 0535. Alternatively, we'll call you just before your agreement is due to end to arrange for your vehicle to be collected.

Can I extend my agreement for longer than 3 months?
We can extend your agreement for longer, but this will change the value of your vehicle at the point it's returned to us and will mean your monthly payment will increase. We’ll try to get as close to your currently monthly payment as possible, but can only do this for 3 month extensions.

I’m working from home, so how will I sign and return the paperwork to go ahead with an extension?
If you’re happy with the quote we’ve provided you, all you’ll need to do is reply to our email and this gives us your consent to make changes to your finance agreement.

If I extend my agreement, is the cost of my Vehicle Excise Duty (also known as “vehicle tax” or “road tax”) included?
If your agreement is extended (Agility Personal Contract Plan and Operating Lease customers), you'll still need to pay the Vehicle Excise Duty during this time. If you have a Contract Hire agreement, we'll tax your vehicle as normal. If you still have questions then please email us at escalations@daimler.com.

I want to extend my agreement but I’m in financial difficulty.
If you’re getting close to end of your agreement and have money worries, please email us at customerservices-mbfs@daimler.com with “Coronavirus” in the subject line. Make sure to include your agreement or registration number, the reason why you need financial support and what level of support you need.
We’ll treat each case individually and will work with you to help where we can, but we have to look at individual circumstances. Our aim is to help you achieve the right outcome for your needs and we’ll get back to you within 10 working days.

I was planning to return my vehicle to a Retailer/I’ve already booked a collection date with you.
The UK Government has advised that only key businesses can remain open. Following the UK Government’s announcement, all Mercedes-Benz and smart showrooms are closed as of 24 March 2020. The majority of workshops will remain open with a limited team to accommodate breakdowns and the service of key workers’ cars. If you’ve already contacted your Retailer to organise the return of your vehicle or if you had arranged a collection date with us, we’ll be in touch to make alternative arrangements.

I’m a key worker and I need to return my vehicle.
We appreciate that some customers may need to return their vehicle so please contact us at escalations@daimler.com and we’ll get in touch within 4 working days.

I would like to keep my car but can’t afford the optional purchase payment (balloon).
If have an Agility (Personal Contact Plan) agreement and you’d like to keep your vehicle, you can spread the cost of the final payment with refinancing. Please email us at firstclassfinish@daimler.com and we’ll be in touch within 4 working days to arrange this for you.

If I can’t pay for my vehicle will my credit file be affected?
We don’t yet know what is possible and we will be considering how to properly reflect the unique nature of these circumstances in any actions we may take within our customers’ credit files. We’ll update this section when we know more.

I don’t want to renew my insurance if you can't collect my vehicle.
Your vehicle must be insured when it's in your possession, before and right up until the point it's collected. We understand these are difficult circumstances, so please email us at escalations@daimler.com and we can talk through the options available, such as adding your car to our group insurance policy.

Can I still visit my Retailer?
All Mercedes-Benz Cars and smart showrooms are closed to comply with government advice but many of our Retailers still welcome enquiries via telephone or digital contact. Click here to search and compare every new car in stock at the Online Showroom. The majority of workshops will remain open with a limited team to accommodate breakdowns and the service of key workers’ cars.

Servicing and MOTs.
All Mercedes-Benz Cars and smart showrooms are closed, as of 24 March 2020. The majority of workshops will remain open with a limited team to accommodate breakdowns and the service of key workers’ cars. So, we’ve put in place a temporary revised limit for overdue services:

For Mercedes-Benz cars, the limit has increased to 180 days / 3,728 mileage interval exceeded (previously 90 days / 1,864 mileage interval exceeded).

For smart, the limit has increased to 180 days / mileage interval exceeded by 20% (previously 90 days / mileage interval exceeded by 10%).

If you have any other questions about servicing or MOTs please click here.

What if I have a Mercedes-Benz ServiceCare agreement?
More information is available on the owners section of the Mercedes-Benz website. Please click here.