You must hand back with the vehicle, the keys (including spare keys), the full-service history and V5 registration document (excluding Contract Hire); if not this could result in additional charges.

If you have paid at least 50% of the total amount due on your agreement (including the deposit, amount borrowed, interest and all fees) you may not need to pay any further sums. If you have not paid more than the 50% figure given in your agreement, you’ll be required to make a shortfall payment, which we can calculate for you. If you’re uncertain as to how much you have paid, please contact us.

Your vehicle will be assessed against the Vehicle Return Standards which you can find here along with our Charges Matrix. After the vehicle’s return, you’ll be invoiced for any applicable charges due under the agreement, including extra days’ rental, excess mileage charges (where applicable) and damage charges outside fair wear and tear. Please check your agreement for further details on what we may charge or get in touch with us.

Please note: Excess Mileage fees will apply for agreements from 1st January 2025 if you exercise the right to voluntarily terminate.

If you agree to voluntarily terminate your agreement, it can have both positive and negative impacts on your credit profile, depending on the circumstances of the termination and future lenders interpretations:

Positive impact: If you have made all the required payments up to the point of termination and return the goods in good condition (subject to fair wear and tear), the account can be marked as "satisfied" or "settled" on the credit report. This indicates that you have fulfilled your financial obligations, which can be viewed positively by future creditors.

Negative impact: The termination of a credit agreement can still have some negative consequences on your credit profile, even if the account is marked as "satisfied" or "settled." Future lenders may view a Voluntary Termination as an early exit from a credit agreement, which could raise concerns about your ability to honour long-term credit commitments.

If all contractual options to return the vehicle or end the agreement come at a substantial loss, you can Voluntarily surrender the vehicle to us. If you choose to go ahead with Voluntary Surrender, we will report the account as “default” on your credit report. This status indicates that you did not fulfil the terms of the loan agreement, and it is considered a negative mark on your credit history. The act of surrendering the vehicle indicates that you were unable to make the required payments, and it will be reflected in your payment history. Missed or late payments leading up to the surrender will have already had a negative impact on your credit score. By voluntarily surrendering the vehicle you are voluntarily handing the vehicle back and it is not a requirement of MBFS to obtain a court order in order to seek repossession of the vehicle.

Credit Score Impact: The Voluntary Surrender will likely cause a significant drop in your credit score.

Credit Report Duration: The default will stay on your credit report for up to six years from the date it was first reported. During this time, it will be visible to potential lenders and can affect their decision to extend credit to you.

Future Credit Applications: The presence of default on your credit report may make it challenging to obtain new credit in the future. Lenders may see you as a higher risk, and you might face higher interest rates or be denied credit altogether.   

The vehicle will be sold at a closed auction and the balance at sale is taken off the outstanding balance to settle the agreement. If any balance is still owed after this point, your account will be passed to our specialist team for payment or alternatively they will set up a plan with you to repay.

We’ll look to sell the vehicle within a reasonable time at a fair market price. Following the sale of the vehicle, the below will be deducted from the sale price and you’ll be liable for these costs, if applicable:

• Any recovery costs including agent fees for collecting the vehicle, storage fees and the use of a tow truck if the vehicle is not road worthy. You’ll also have to pay for any refurbishment and repairs, plus auction fees.

· All outstanding monthly payments and the balance of the total amount payable under this agreement, including any optional final payment and option to purchase fees.

Less:

The net proceeds of sale of the vehicle (if any) after deduction of the reasonable costs of finding you or the vehicle and any other associated with the recovery, refurbishment/repair, insurance, storage or sale of the vehicle. We will endeavour to sell the vehicle within a reasonable time at a fair market price.

To proceed with a Voluntary Surrender, please email us a signed and dated document stating you wish to Voluntary Surrender the vehicle, including your registration and agreement number, to collections‑uk@mercedes-benz.com or if you would like to discuss this in more detail please contact us on 0333 3453300. We’re open Monday – Friday 8:30am – 5pm, excluding bank holidays. Mercedes-Benz Financial Services UK Ltd.

You can change your payment date using the Mercedes-Benz Finance Portal. If you haven’t used the Mercedes-Benz Finance Portal before, you’ll need your agreement number and vehicle registration number to register.

When you’ve logged in, you can follow the steps in the video here to change your payment date to a more convenient day of the month for you.

• Go to the Mercedes-Benz Finance Portal

Alternatively, you can make an enquiry through the online forms by selecting ‘change my payment date’ from the drop down menu, or call us on 0370 847 0700 to change your payment date. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. Please note you’ll still need your agreement number and vehicle registration to hand.

Call us on 0370 847 0700 and select option 6 to talk through any issues you’re having with registering for the Mercedes-Benz Finance Portal. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and vehicle registration to hand.

Excess mileage charges are only applicable if you’re returning your vehicle. If you return your vehicle over the total permitted mileage, you’ll be invoiced for this at the end of your agreement once the vehicle has been assessed against our Vehicle Return Standards.
 

It can take up to 30 days for the invoice to be processed and please note, it’s not possible to increase your mileage during the contract term.

How excess mileage is calculated:

You must not go over the total permitted mileage, which is based on the annual permitted mileage shown in your original agreement.

If you go over the total permitted mileage, we'll charge you the pence per mile charge (as shown in your original agreement) for each mile you've gone over the mileage we agreed with you at the start of your contract.

If the agreement is ended early for any reason, we’ll work out the total mileage you are allowed to drive based on the date on which you return your vehicle to us using the following calculation.

We’ll do this by taking the annual permitted mileage figure stated above and dividing it by 12 to calculate the monthly mileage allowance. We’ll then multiply the monthly permitted mileage by the number of months that you’ve had the vehicle.  
 

Please note: Excess Mileage fees will apply for agreements from 1st January 2025 if you exercise the right to voluntarily terminate. For more details click here.

If you digitally signed your agreement, you can log in to the Mercedes-Benz Finance Portal to see your agreement. Just click “Documents’’ at the top of the page. Otherwise please contact us on 0370 847 0700 to ask for a copy. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

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.

If you aren’t sure which finance product you have, you can find out on the Mercedes-Benz Finance Portal, or contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

If you’ve missed a payment we’ll re-request it from your account within 7-10 working days, when your bank informs us that your Direct Debit has been rejected. If the first attempt fails, we’ll let you know that you’ll need to make the missed payment manually by contacting us on the below details.

Please note if the rejection is due to a lack of funds in your account; your bank may charge you when we request payment.

If you would like to get your account up to date you can make a payment using the Mercedes-Benz Finance Portal or over the phone by calling 0333 345 3300, we’re open Monday – Friday 8.30am – 5pm, excluding bank holidays. You’ll need your agreement number and original vehicle registration number to hand.

Alternatively, If you’re having trouble managing your agreement, worried about making a payment, or experienced a change in your circumstances such as an unexpected life event which has affected your income, please contact us via our online forms or call us on 0370 847 0700. We’ll work with you to find a solution tailored to your needs. Please have your agreement number or vehicle registration to hand. We’re open Monday - Friday: 9am – 5pm, excluding bank holidays.

For more information on how we can help support you throughout your finance agreement, please visit our Customer Support and Financial Wellbeing page here.

If you have an Agility (Personal Contract Plan) or Hire Purchase agreement, you might have the option of partially settling your agreement. Please refer to your agreement for exact details or contact us if you're uncertain.

You can partially settle by making a one off payment to reduce the amount of finance outstanding, please note the term of your agreement will not change. You can partially settle as many times as you'd like throughout the duration of your agreement, and there are no penalties associated if you decide to do this.

If you would like to discuss the option of a partial settlement or would like to partially settle your finance agreement, please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Please note we can only accept partial settlement payments by Direct Debit and you’ll need your agreement number and vehicle registration number to hand.

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.

If you aren’t sure which finance product you have, you can find out on the Mercedes-Benz Finance Portal, or contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

If you're experiencing financial difficulty, worried about making a payment or going through difficult times, we're here to help.

If you’re worried about your finances or making a payment, you’re not alone. Whatever your circumstances, we’re here to help. We know it can be hard to talk about your financial situation but the sooner you get in touch with us, the more options you’ll have. Talking to us won't affect your credit score, but missing a payment might.

You can call us on 0370 847 0700 or contact us via our online forms. Please have your agreement number to hand. We’re open Monday – Friday, 9am – 5pm, excluding bank holidays.

If you need to tell us about a recent bereavement, you can contact us via our online forms by selecting the option to “let you know I am in financial difficulty”, or call us on 0370 847 0700, please have the agreement number or vehicle registration to hand. We have a Specialist Team who will help you deal with the practical and finance related matters surrounding someone’s death. We’re open Monday - Friday: 9am – 5pm, excluding bank holidays.

For more information on how we can help support you throughout your finance agreement, please visit our Customer Support and Financial Wellbeing page here.

Free, independent advice on money management and your financial situation.

You may want to talk to someone outside of Mercedes-Benz Financial Services UK Ltd about your situation. The following organisations and charities provide free, confidential, and impartial debt advice and support. Speaking to an independent advisor can help you understand your wider financial situation and they can even help speak to lenders on your behalf. The most important thing is that you seek help as early as possible whether from us, or independently. In asking for advice, your credit file will not be affected.

If you’d like to speak to someone independent about the impact money worries are having on your mental health, these organisations can help provide confidential, free advice and support:

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.

If you need to tell us about a recent bereavement, you can contact us via our online forms by selecting the option to ‘ask something else’, or call us on 0370 847 0700, please have the agreement number or vehicle registration to hand. We have a Specialist Team who will help you deal with the practical and finance related matters surrounding someone’s death. We’re open Monday - Friday: 9am – 5pm, excluding bank holidays.

When we’ve received this information, we’ll send you a Bereavement Information form to fill in to make sure we can speak with you on behalf of the estate. We’ll make sure to update the account and notify our sensitive case team, who will be in contact with you shortly.

For more information on how we can help support you throughout your finance agreement, please visit our Customer Support and Financial Wellbeing page here.

If any of your details change, such as: your name, address, contact or bank account details. Please let us know so it does not affect your monthly payment and we can keep our records up to date.

The easiest way to update your personal and banking details is by using the Mercedes-Benz Finance Portal. This allows you to manage your agreement online 24 hours a day, 7 days a week.

To register with the Mercedes-Benz App you’ll need your agreement number and vehicle registration number to hand before you can create and connect your account to the Mercedes-Benz Finance Portal. Alternatively, use our online forms by selecting ‘Change my bank details’ from the drop down menu, or contact us, we’re open Monday – Friday 9am – 5pm, excluding bank holidays.

If you’ve changed your registration plates, you’ll need to let us know 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 let us know your new vehicle registration please contact us, we’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and vehicle registration number to hand.

This'll depend on which Mercedes-Benz Financial Services UK Ltd agreement you have.

• For Operating Lease and Contract Hire agreements the rentals are collected in advance, with the first rental due at the start of your agreement.

• For Agility and Hire Purchase agreements the monthly payments are collected in arrears.

You can find out your payment date with the Mercedes-Benz Finance Portal (www.mercedes-benz.co.uk/mefinance). If you haven’t used the Mercedes-Benz Finance Portal before, you’ll need your agreement number and vehicle registration number to register. The Mercedes-Benz Finance Portal allows you to manage your Mercedes-Benz Financial Services UK Ltd Agreement online 24 hours a day, 7 days a week. Simply login to view your documents, edit your contact details, make changes to your bank details or monthly payment date.

Alternatively, you can contact us, we’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Please note if you change your payment method during your finance agreement such as making manual payments or implementing a standing order with your bank account, you’ll need to notify us by calling 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. Failure to communicate these changes may result in possible unallocated payments and ongoing standing orders at the end of your agreement.

If you’ve missed a payment we’ll re-request it from your account within 7-10 working days, when your bank informs us that your Direct Debit has been rejected. If the first attempt fails, we’ll let you know that you’ll need to make the missed payment manually by contacting us on the below details.

Please note if the rejection is due to a lack of funds in your account; your bank may charge you when we request payment.

If you would like to get your account up to date you can make a payment using the Mercedes-Benz Finance Portal or over the phone by calling 0333 345 3300, we’re open Monday – Friday 8.30am – 5pm, excluding bank holidays. You’ll need your agreement number and original vehicle registration number to hand.

Alternatively, If you’re having trouble managing your agreement, worried about making a payment, or experienced a change in your circumstances such as an unexpected life event which has affected your income, please contact us via our online forms or call us on 0370 847 0700. We’ll work with you to find a solution tailored to your needs. Please have your agreement number or vehicle registration to hand. We’re open Monday - Friday: 9am – 5pm, excluding bank holidays.

For more information on how we can help support you throughout your finance agreement, please visit our Customer Support and Financial Wellbeing page here.

If you have an Agility (Personal Contract Plan agreement) you have the option to keep your vehicle at the end of the agreement. To complete the purchase of your vehicle, you’ll need to have made all your monthly payments due under the agreement, then pay the Optional Purchase Payment (balloon) and Option to Purchase Fee of £10. We’ll take this payment at the end of the agreement by Direct Debit on the same date that we collect your monthly payments.

This is the default option. If you don’t let us know what you plan to do at the end of your agreement we will debit your account as mentioned above.

You can view the Optional Purchase Payment (balloon) and when this is due in the Mercedes-Benz Finance Portal. Select Further Details within the agreement overview page.

If you need to discuss this option please contact your local Showroom, use our secure online forms, or call us on 0370 847 0700 to get in touch. We’re open Monday – Friday, 9am – 5 pm, excluding bank holidays.

To request a copy of all information we hold on you under the Data Protection legislation you’ll need to contact us or make a general enquiry through our online form. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and vehicle registration number to hand.

For more information on your rights under the Data Protection legislation please read our Privacy Policy and visit the link below:

Information Commissioner’s Office website

Certain agreements have the right to withdraw, please refer to your agreement for exact information or contact us. If you would like to withdraw from your Finance Agreement, please make sure you get in touch within 14 days of signing the Finance Agreement (excluding the date the agreement was signed). We’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and vehicle registration to hand.

Please make sure you have the funds in place if you would like to withdraw from your Finance Agreement, as we are unable to reverse the transaction once we’ve received your written or verbal notification.

The vehicle remains with you and you will not be able to hand this back to either your local Showroom or Mercedes-Benz Financial Services UK Ltd. You must repay the full amount borrowed within 30 days of withdrawing from your Finance Agreement. You can do this by bank transfer or Debit Card. We’ll also make sure no footprint with reference to a withdrawal appears on your credit file. Please be aware if payment is not made within 30 days, we reserve the right to take action to recover the sums due and/or the vehicle.

If you are thinking of withdrawing from you Finance Agreement, please make sure you contact us within 14 days of signing the Finance Agreement (excluding the date the agreement was signed). We’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and vehicle registration to hand.

If you have an Agility (Personal Contract Plan) or Hire Purchase agreement, you might have the option of partially settling your agreement. Please refer to your agreement for exact details or contact us if you're uncertain.

You can partially settle by making a one off payment to reduce the amount of finance outstanding, please note the term of your agreement will not change. You can partially settle as many times as you'd like throughout the duration of your agreement, and there are no penalties associated if you decide to do this.

If you would like to discuss the option of a partial settlement or would like to partially settle your finance agreement, please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Please note we can only accept partial settlement payments by Direct Debit and you’ll need your agreement number and vehicle registration number to hand.

If you'd like written confirmation that you have settled your agreement and we no longer have any financial interest in the vehicle, please contact us or submit a request for clearance through our online forms under “I would like to ask something else”. You’ll need your agreement number and vehicle registration to hand.

This depends on your agreement and the type of finance product you have. Click on your finance product below for more information.

Agility (Personal Contract Plan)

Hire Purchase

Operating Lease

Contract Hire

If you aren’t sure which finance product you have, you can find out on Mercedes-Benz Finance Portal or by calling us on 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

To book a vehicle collection or re-arrange your existing appointment, please call British Car Auctions (BCA) on 0370 121 0535, or email defleet@bca.com. For Agility customers collection must be arranged at least 30 days before the Optional Purchase Payment (balloon) is due. For Operating Lease and Contract Hire customers BCA will be in touch around 30 days before your end date to book your collection.

Alternatively, you can return your vehicle back to your preferred Showroom. You can find your nearest local Showroom here to arrange an appointment.

Your Showroom will appraise your vehicle and discuss any end of contract charges you may have, they’ll also give you details on your choices at the end of your agreement to make sure you can make the right decision for you.

When you return your vehicle, it will be assessed against our Vehicle Return Standards which you can find here along with our Charges Matrix. After the vehicle's return, you’ll be invoiced for any applicable charges due under the agreement, including extra days’ rental and fair wear and tear charges. Please check your agreement for further details on what we may charge.

When your final payment has cleared we won’t take any further payments via Direct Debit.

Please note if you’ve changed your payment method during your Finance Agreement such as implementing a standing order with your bank, you’ll need to contact them to cancel your mandate and make our Customer Services team aware. This is to make sure no further amounts are debited, failure to communicate these changes may result in ongoing standing orders at the end of your agreement and possible unallocated payments.

If you would like to get in touch to discuss your Direct Debit for your finance agreement you can call us on 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and original vehicle registration number to hand.

When you return your vehicle at the end of your finance agreement, we’ll check it against our Vehicle Return Standards.

If you would like to find out more information, visit our Vehicle Return Standards page, where you can also view our Charges Matrix.

If your vehicle needs any repairs, you've the option of getting these fixed before the return date. We recommend our Mercedes-Benz trained technicians at your local authorised repairer who use GenuineParts, which forms part of our Vehicle Return Standards. You can find your nearest Showroom here.

The vehicle needs to be returned with the V5 registration document (not applicable for Contract Hire agreements), service history and any spare keys. To reduce any unexpected charges we ask you to be present when your vehicle is inspected to view any damage identified as falling outside of VRS.

After the vehicle's return, you’ll be invoiced for any applicable charges due under the agreement, including extra days’ rental and fair wear and tear charges. Please check your agreement for further details on what we may charge. If you have any end of contract charges, you’ll be contacted by DLC, acting on behalf of Mercedes-Benz Financial Services UK Ltd. DLC are a third party who will contact you directly to collect these charges.

If you exceed the permitted mileage, unless you purchase the vehicle, you'll need to pay the excess mileage charge which is detailed in the finance agreement for each mile you have exceeded the total permitted mileage by. We’ll invoice you for this charge once the vehicle has been assessed against our Vehicle Return Standards, which you can find here. It can take up to 30 days for the invoice to be processed.

For example, you entered into a 4-year agreement that provided for an annual permitted mileage of 10,000 miles per year, so a total permitted mileage of 40,000 miles. You drive 45,000 miles in total and you choose to return the vehicle to us at the end of your agreement. you'll pay an excess mileage charge of £400 plus VAT based on excess mileage of 5,000 miles, charged at £0.08 plus VAT per mile

If you've any questions relating to the return of your vehicle, please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

For Contract Hire agreements, Mercedes-Benz Financial Services UK Ltd hold the V5C registration document for your vehicle. We’ll make sure to process the V5 document prior to the end of your finance agreement.

For Agility (Personal Contract Plan) and Operating Lease agreements, as you’re the registered keeper of the vehicle and hold the V5C registration document. You’ll need to complete the ‘selling, transferring or part-exchanging’ section and hand the complete V5C to the Collection Agent or local Showroom when returning your vehicle.

Please note, for Agility and Operating Lease agreements, if the vehicle is returned to us without the V5C registration document a £30 (Inclusive of VAT) fee will be payable at the end of your agreement.

For questions relating to your V5C Registration Document, please call us on 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Alternatively, if you have misplaced your V5C, you’ll need to contact the DVLA on 0300 790 6802 to request a duplicate copy. You should receive this within five working days.

If you would like to find out more information, please visit the DVLA website using the link below.

www.gov.uk/vehicle-log-book

If you have a cherished plate and would like to keep this, it is important to place it on retention with the DVLA at least 10 – 12 weeks prior to your Finance Agreement ending. This is to avoid any additional charges or loss of your cherished plate on return of the vehicle.

To retain your cherished plate you’ll need your V5C registration document to hand and you’ll need to apply to do this on the DVLA website or you can call them on 0300 790 6802. This can take up to 6 weeks.

For Contract Hire agreements, if you would like to keep your cherished plate you’ll need to call us on 0370 847 0700 or email us at fleetadministration@mercedes-benz.com, to process the plate retention.

Alternatively, if you no longer want to keep your cherished plate please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Please be aware on completion of retaining your cherished plate you’re responsible for the cost of purchasing new plates and transferring them onto the vehicle concerned, if you don’t have the original plates before collection.

If your vehicle is due to have a service before the end of your agreement, we recommend using a Mercedes-Benz Showroom, as they are part of the Motor Industry Code of Practice for Service and Repair.

Our Showrooms have highly skilled technicians to diagnose, service or repair your vehicle in line with our Vehicle Returns Standards using Mercedes-Benz GenuineParts.

If you’re returning your vehicle to us at the end of your agreement, as part of our Vehicle Return Standards you’ll need to present a complete service history, including a valid MOT certificate if your vehicle is over three years old from the date of registration.

To find out more information on our Vehicle Returns Standards, please click here. Alternatively, if you have any questions relating to the servicing or return of your vehicle, please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

If you have linked your vehicle with Mercedes-Benz connect you’re required to disconnect it before returning or selling the vehicle. You can either do this yourself in Mercedes-Benz Finance Portal or through your local Showroom, find your nearest Showroom here.

The vehicle will then be removed from your user account automatically. If you have other vehicles linked with your Mercedes-Benz user account, the connected services for these vehicles will continue to function as before.

If you’re not happy with your Vehicle Inspection Report, or do not agree with the invoice you’ve received for damages and additional charges, please contact us on 0344 980 0185, we’re open Monday – Friday 9am – 5pm, excluding bank holidays.
 

You’ll need your agreement number and original vehicle registration number to hand.

Agility (Personal Contract Plan), Hire Purchase or Operating Lease agreements

If you’re the registered keeper of the vehicle, any parking or speeding fines will be sent directly to you. Please make sure you pay any fines you receive straight away to the issuing authority.

To avoid London congestion charges, visit the TFL website to find out how you can pre-pay and avoid receiving a fine.

To avoid Dartford Crossing penalties (dart charges), please pay by midnight the day after you cross. You can set up an account here.

Contract Hire

Mercedes-Benz Financial Services, are the registered keeper of the vehicle and will receive any parking or speeding fines you are liable for. We’ll respond to the authorities with a 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 to you, where you’ll be responsible for making sure it’s paid.

If you have any questions in relation to a fine please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

At the end of your agreement, you’ll need to make sure that all items provided at the handover of your vehicle are returned. We’ve put together a hand back checklist below to help you with the items that need to be returned with your Mercedes-Benz, however, please note not all may be applicable to your vehicle. 

Please remove all personal data and any phone history from the navigation system prior to the return of your vehicle. After the vehicle’s return it will be assessed against our Vehicle Return Standards which you can find at www.mercedes-benz.co.uk/vrs, along with our Charges Matrix. You’ll be invoiced for any applicable charges due under the agreement, including excess mileage charges (where applicable), and damage charges outside of fair wear and tear. 

Your hand back checklist: Items to be returned with your Mercedes-Benz
 

• V5C log book (not applicable for Contract Hire Agreements)
• Vehicle must have all factory fitted alloy wheels

• All keys for the vehicle

• Alloy wheel nuts and key  

• Navigation equipment including unit disc/SD card, if you’re unsure where this is located in your vehicle please check your owners manual.

• The literature pack (Owners manual and Service booklet) 

• First Aid Kit

• Tirefit Kit (air compressor and full tube of sealant) if applicable 

• Parcel Shelf (For Hatchback, SUV and Estate models)  

• Car/Van mats

• Electric vehicles must have both cables (if applicable) and at least 50% charge

• Spare wheels/tyres

On the 25th October 2024, the Court of Appeal ruled against lenders in three separate cases stating that their customers should have given informed consent regarding the commission being paid to the dealer.

As a result of the Court of Appeal decision and its impact on lenders such as MBFS, as well as guidance on existing regulation and good industry practice. MBFS must make sure it properly informs customers regarding the following:

• The nature of the relationship between the parties involved in the sale of a new or used Mercedes-Benz vehicle, in this case that between Mercedes-Benz Cars (UK) Ltd/Mercedes-Benz Vans (UK) Ltd, the Mercedes-Benz Agent or Retailer, and Mercedes-Benz Financial Services (MBFS);

• The amount and type of commission (including how it is calculated and any other ways that MBFS may pay the Mercedes-Benz Agent or Retailer);

• How the payment by the lender affects any impartiality of the Mercedes-Benz Agent or Retailer when acting as a credit broker;

• Where possible, the payments being made by MBFS to the Mercedes-Benz Agent or Retailer will be itemised (this means will be shown as a list);

• Whether and if so, how the commission and/or wider payment arrangements in place will affect the amounts payable under the agreement;

• Before agreeing to proceed with a finance agreement, the customer must confirm that they understand the nature and amount of any commission arrangements, why it is being paid and how it affects their payments under the agreement; and

• MBFS must ask the customer for consent to MBFS paying the Mercedes-Benz Agent or Retailer the commission and any other remuneration (payments) that may be relevant.

This Court of Appeal decision impacts all lenders such as Mercedes-Benz Financial Services and includes agreements where commission payments were paid by the lender to the credit broker/intermediary and the customer did not give informed consent. All types of commission and/or type of agreement are included.

A Credit Broker or Intermediary, such as your Mercedes-Benz Agent or Retailer, is an organisation that helps to find you finance. A Credit Lender, like Mercedes-Benz Financial Services UK Ltd, is an organisation that is supplying the finance to help you to buy or lease your vehicle.

What’s the relationship between Mercedes-Benz Cars, the Mercedes-Benz Agent, and Mercedes-Benz Financial Services (MBFS)?

New Car: When you take a new Mercedes-Benz car, your Mercedes-Benz Agent is acting on behalf of Mercedes-Benz Cars (UK) Ltd to supply you the new car, and the Mercedes-Benz Agent will earn money from Mercedes-Benz Cars (UK) Ltd for this activity.

If you apply for finance, the Mercedes-Benz Agent is also acting as a credit broker. In doing so, they act as an intermediary which means they work between you as a customer in need of finance and us at Mercedes-Benz Financial Services (MBFS) as a lender (the party that provides the finance for the car); the credit broker will earn money from MBFS for this activity.

Used Car: If you choose a used Mercedes-Benz car, your Mercedes-Benz Retailer is supplying you with a used Mercedes-Benz, and the Mercedes-Benz Retailer will earn money from this activity.

If you apply for finance, at the same time, your Retailer is working as a credit broker and by doing so, they act as an intermediary. This means that they work between you as the customer in need of finance and typically, a small number of motor finance lenders which includes Mercedes-Benz Financial Services (MBFS); the credit broker will earn money from the lender for this activity.

We pay the Agent/Retailer a commission for introducing you to our products and services and the other work they do supporting with the sale of the vehicle, helping you apply for, and finalise the finance you need. This commission payment forms part of the range of costs for MBFS to provide you with your finance agreement.

How is the commission amount calculated?

The commission that MBFS pays to a credit broker will be a percentage of the amount you borrowed, which is included in the overall cost of finance and is part of what makes up the monthly payment amount.

How does this affect my APR/Interest?

The commission will be a percentage of the amount you borrowed, is included in the overall cost of finance and is part of what makes up the monthly payment amount.

From Friday 8th November, we’ll be asking all customers taking out a new finance agreement with us to sign an additional document. This will provide full details of the commission we’ll pay the Agent or Dealer for introducing the customer to our products and services. The document will make clear that as a result of paying the commission, the Agent or Dealer will have a financial interest in the arrangement and may not have introduced customers on an impartial basis. This change in the way we do things will make sure our customers are fully informed, understand the nature of commission paid and agree to this arrangement before entering into the finance agreement.

This letter should be provided to you in good time before you applied for finance. If you don’t feel you had time to consider the letter before agreeing to the finance, you’re able to make a complaint and we’ll be able to log this for you over the phone.

Can I still have the vehicle with no commission payable?

The commission payment forms part of the range of costs for MBFS to provide you with your finance agreement and is included in your monthly payment amount. We can’t provide you with finance for the vehicle without paying the Agent/Retailer/Dealer for the work they do in introducing you to us and helping you to apply for and finalise the finance you need. If you don’t want to pay commission, you can still purchase the vehicle, but you would have to find an alternative source of finance. 

Commission arrangements often feature in finance agreements. If your agreement did not clearly advise commission details and you did not understand or provide informed consent it may be impacted by the ruling.

If you would like to know whether any existing or previous agreement was impacted by this ruling or would like to make a complaint, please email us at MBFS-Commissions@mercedes-benz.com. We’ll be able to respond more efficiently via email. If you’re unable or have difficulty with emails, please call us on 0333 222 0514. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

Can I request information on any commission involved in my agreement?

If you think your agreement included a commission payment which you were not made aware of, or you have a commission related question, please contact us using the below details.

When we receive your query, we’ll be able to review your agreement and provide any relevant commission details.

You can contact us at: MBFS-Commissions@mercedes-benz.com. We’ll be able to respond to you more efficiently via email. If you’re unable to, or have difficulty with emails, please call us on 0333 222 0514. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

This ruling could impact all agreements where commission payments were not understood or agreed to by the customer. However, this ruling does not change the payment structure or settlement terms of existing finance agreements. Your current monthly payments or settlement will remain the same unless the FCA advises specific adjustments.

While the FCA’s pause on handling commission-related complaints remains in effect to allow for a thorough assessment, this judgment may change the FCA’s guidelines on compensation and how firms let customers know about commission payments on existing or previous agreements. The FCA has not yet provided any additional information regarding its pause.

If your agreement involves a commission which you were not made aware of, you can submit a complaint, which we’ll acknowledge and keep on record until the FCA’s guidance is complete. We’ll provide updates on your complaint’s status as soon as we receive further information and guidance from the FCA.

We understand how frustrating this situation may be, however, the pause is required by the Financial Conduct Authority (FCA) while they carry out their industry wide investigation. When we’ve received further guidance from the FCA on how to process and handle these complaints, we’ll let you know about any potential redress or next steps in relation to your complaint.

The FCA has also published guidance about what these changes mean for customers. This guidance is available here: https://www.fca.org.uk/consumers/car-finance-complaints

Further information about the FCA’s Policy Statement can be found here: https://www.fca.org.uk/news/statements/firms-given-until-december-2025-respond-motor-finance-commission-complaints

We can’t advise you on whether you should make a new complaint. However, the Court of Appeal ruling is relevant to all commission on agreements, not just Discretionary Commission arrangements. If you believe that you were not made aware of commission on your existing or previous agreements and/or if you did not provide consent and you have reason to make a complaint against Mercedes-Benz Financial Services UK Ltd, you should contact us on: MBFS-Commissions@mercedes-benz.com. We’ll be able to respond to you more efficiently via email. If you’re unable to, or have difficulty with emails, please call us on 0333 222 0514. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

The Court’s ruling means that if you were unaware of commission being received by your Agent / Dealer for your finance agreement, you may be entitled to compensation. However, we need the FCA to provide further guidance to lenders before we can confirm whether or not you’ll be entitled to any compensation.

If you would like to submit a complaint you can do so by email to MBFS-Commissions@mercedes-benz.com. We’ll be able to respond to you more efficiently via email. If you’re unable to, or have difficulty with emails, please call us on 0333 222 0514. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

We look into each agreement individually as the outcome may be different for each of your agreements. If you’re still waiting for a response to your other agreement(s) you’ll receive a response soon.