Frequently Asked Questions

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Frequently Asked Questions

Information
  1. All (53)
  2. Your Finance Agreement (9)
  3. End of your Finance Agreement (25)
  4. Insurance (4)
  5. Know your rights (8)
  6. Complaints (2)
  7. Further FAQs (5)
  1. Changing my Details

    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. 

    You can email us mbfscv@daimler.com from the email address we have registered on your account and let us know your change of details. 

    If you have any further enquiries about your personal details please contact the Mercedes-Benz Finance Customer Service team who will be happy to support you with your request on 0370 847 0700.


    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. 

    You can update your bank details by emailing mbfscv@daimler.com

    If you have any further enquiries about your personal details please contact the Mercedes-Benz Finance Customer Service team who will be happy to support you with your request on 0370 847 0700.


    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. 
    Contact Customer Services by email mbfscv@daimler.com or telephone 0370 847 0700.


    Who can 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 email mbfscv@daimler.com or call 0370 847 0700. Please be aware that a contact will not be able to make any changes to the agreement, only the agreement holder can make changes.


    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 email mbfscv@daimler.com or call 0370 847 0700. Please be aware that a contact will not be able to make any changes to the agreement, only the contract holder can make changes.

  2. Outstanding Balance

    Outstanding Balance

    If you would like to find out how much is outstanding on your finance agreement please contact Customer Services by email: mbfscv@daimler.com

  3. Direct Debit Queries

    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 Customer Services by email mbfscv@daimler.com or call 0370 847 0700.

    Manage your agreement online ->

    Register your Mercedes me ->


    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. 

    Contact Customer Services by email mbfscv@daimler.com or telephone 0370 847 0700.


    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. Email our Customer Services team at mbfscv@daimler.com

    3. or call 0370 847 0700 who will be happy to help with your query. 


    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 over the phone by debit card by calling 0333 345 3300 from Monday to Friday 8.30am - 5.00pm.


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

    You will need to inform us of any changes at least ten days before your next payment date. You can do this by contacting our Customer Services team on mbfscv@daimler.com

    Alternatively, you can also contact our Customer Service team on 0370 847 0700.


    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. 

  4. 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 you can email it to our Customer Services team at mbfscv@daimler.com who will deal with your request as soon as possible.

    Alternatively, call 0370 847 0700 and a Customer Services Executive will be able to assist you.

  5. Agreed Annual Mileage

    I think I am going to exceed my agreed annual mileage, can I amend this?


    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 emailing us at mbfscv@daimler.com and we can send one out to you.

  6. Fines and Charges

    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 on 0370 847 0700.


    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 on 0370 847 0700.

    Customer Services are open between 8.00am-7.30pm Monday to Friday and 9.00am-5.00pm Saturday.


    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 on 0370 847 0700.

  7. Financial difficulties

    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 debit card payment over the telephone by calling 0370 847 0700.


    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. 

    Please email mbfscv@daimler.com or call Customer Services on 0370 847 0700.


    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 team on 0370 847 0700 or email mbfscv@daimler.com

  8. Statements and Invoices

    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 email mbfscv@daimler.com or call 0370 847 0700.


    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. 

    Please email mbfscv@daimler.com or call 0370 847 0700.


    Will I receive 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 in period in advance.

  9. 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 mbfscv@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 Customer Services on 0370 847 0700.

  10. When can I discuss my options before my agreement ends?

    When can I discuss my options before my agreement ends?

    Six months before the end of your agreement you will receive a maturity pack explaining your next steps. Depending on your agreement type you will have various options available to you, please select your agreement type which will give more detail about the end of agreement options for your vehicle. 

    Agility ->
    Hire purchase ->
    Operating lease ->
    Contact Hire ->
    Finance lease ->

     

    If you have any questions about the end of your agreement please email mbfscv@daimler.com or call our Customer Services team on 0370 847 0700

  11. How much is the Optional Final Payment for my agreement?

    How much is the Optional Final Payment for my agreement?

    The Optional Final Payment amount was agreed with you at the start of your agreement and can be found on your agreement document under "other financial information". 

    If you have any questions on your Optional Purchase Payment please email us at mbfscv@daimler.com or call 0370 847 0700

  12. When is the Optional Final Payment due?

    When is the Optional Final Payment due?

    The Optional Final Payment in due on the last day of your agreement, by paying this you will own the vehicle outright. 

    For any questions relating to your Optional Purchase Payment please contact our Customer Service team on 0370 847 0700 or email us at mbfscv@daimler.com

  13. I want to return my vehicle. What do I need to do?

    I want to return my vehicle. What do I need to do?

    If you have informed us of your intention to return your vehicle our logistics company British Car Auctions (BCA) will be in touch to discuss the return process. 

    You can also contact our Customer Services team on 0370 847 0700 to discuss your return options at any point during your agreement. 

    As part of the returns process, you must: 

    • Complete section 9 of the V5C logbook and send it to the DVLA
    • Return the VC5C logbook (except if we retain this, for instance with Contract Hire agreements) however, you should send the VC5 to us before your vehicle is collated
    • Return the service history documents • Return the spare keys 

    For queries relating to your V5C, please call our De-fleet Team on 0370 121 0535
    De-fleet opening hours: Monday to Friday 8.30am – 5.00pm .

    Vehicle Return Standards ->

  14. When will my vehicle be inspected?

    When will my vehicle be inspected?

    The vehicle will be inspected upon arrival at our De-fleet centre.
    Once the inspection is carried out you will receive a letter informing of any additional charges. This payment must be made within 28 days from the date of issue. The collection driver will only check to make sure the vehicle is safe to take on the public road and does not carry out the end of contract inspection.

  15. Does the vehicle have to be clean upon collection?

    Does the vehicle have to be clean upon collection?

    Yes, you will need to make sure the vehicle is clean as this will enable the Inspector to properly appraise the vehicle. If it is not clean inside and out, the collection may be aborted and you may be charged a fee.

  16. Does the vehicle have to be fully fuelled?

    Does the vehicle have to be fully fuelled?

    There must be enough fuel to drive 90 – 120 miles. This is approximately three gallons, or a quarter of a tank full.

  17. What do you class as fair wear and tear?

    What do you class as fair wear and tear?

    Our Vehicle Return Standards will show you what we define as fair wear and tear on your vehicle, these outline the condition in which you need to return your Mercedes-Benz in order to avoid additional charges. This can be found here along with some hints and tips to keep your vehicle in good condition. At the beginning of your agreement you would have also received a welcome pack, which includes a section on our Vehicle Return Standards as well as a useful tool to help appraise your vehicle. 

    If you have any further questions about our Vehicle Return Standards or returning your vehicle, please call our De-fleet Team on 0370 121 0535 between Monday to Friday 8.30am – 5.00pm. 

    Vehicle return standards ->

  18. What condition must my tyres be in upon return?

    What condition must my tyres be in upon return?

    Our Vehicle Return Standards will show you what we define as fair wear and tear on your vehicle, these outline the condition in which you need to return your vehicle in order to avoid additional charges.

    Upon return your tyres must be of the correct speed rating and have a tread depth of 5mm in a continuous band throughout the central three-quarters. 

    If you have any further questions about our Vehicle Return Standards or returning your vehicle, please call our De-fleet Team on 0370 121 0535 between Monday to Friday 8.30am – 5.00pm. 

    Vehicle return standards -> 

  19. What must I send back with my vehicle?

    What must I send back with my vehicle?

    Depending on your agreement type you might need to return your vehicle to us. When it is time to return your vehicle there are a few key documents that you must bring with you, these include: 

    • V5C logbook (except if we retain this, for instance with Contract Hire agreements).
    • Service history documents
    • The spare keys 

    For queries relating to your V5C, please call our De-fleet Team on 0370 121 0535 between 8.30am – 5.00pm Monday to Friday.

  20. I have a personalised / cherished number plate from my vehicle. What should I do with this when I hand back my vehicle?

    I have a personalised / cherished number plate from my vehicle. What should I do with this when I hand back my vehicle?

    You have two options you can choose from in order to maintain your personalised/cherished number plate. The first option is to transfer this number plate to another vehicle, and your second option is to keep the number plate on retention until you have another car to put it on. 

    To remove your personal number plate, contact the DVLA by calling 0300 790 6802 or visit the DVLA website. They will provide you with a new registration number, which you should attach to your Mercedes-Benz prior to collection. This will enable you to retain your cherished plate and avoid having it sold with the car. Please bear in mind that this process can take the DVLA up to eight weeks to complete, so you need to contact them in good time prior to collection.

  21. What happens if I do not return the V5C (formally V5) (logbook) or service history?

    What happens if I do not return the V5C (formally V5) (logbook) or service history?

    Unfortunately if a valid V5C is not sent back to us on return of your vehicle we will continue to charge you the monthly payment until it is returned, this is because we cannot sell the vehicle without the V5C, and we will incur depreciation and stocking costs. 

    A missing service history will mean we will have to charge you between £100 – £900, depending on the model of your Mercedes- Benz. 

    For queries relating to your V5C, please call our De-fleet Team on 0370 121 0535 between 8.30am – 5.00pm Monday to Friday.

  22. What part of the V5C (formally V5) do I fill in?

    What part of the V5C (formally V5) do I fill in?

    Please complete the Yellow section (section 9) on the V5C and remember to send to the DVLA. 

    DVLA 
    Swansea 
    SA99 1BA 

    For queries relating to your V5C, please call our De-fleet Team on 0370 121 0535 between 8.30am – 5.00pm Monday to Friday.

  23. Do I have to get an MOT for my vehicle before returning it?

    Do I have to get an MOT for my vehicle before returning it?

    Yes, your vehicle must have a valid MOT and service upon its return. 

  24. Can my vehicle be collected later than the agreement end date?

    Can my vehicle be collected later than the agreement end date?

    Yes, but you will be charged for any additional days you continue to use the vehicle. This charge varies, depending on your monthly payment. 

    For any further enquiries about your collection date please contact our Customer Services team on 0370 847 0700 or email us at mbfscv@daimler.com

  25. Can I change the date my vehicle is collected?

    Can I change the date my vehicle is collected?

    Certainly. Just call our vehicle collections agents on 0370 121 0535 between 8.30am – 5.00pm Monday to Friday at least two working days before your previously agreed collection date.


    Please note, if you request to change your collection date less than two working days before your pre-agreed collection date, there will be a cancellation charge and you will be liable for any additional days you continue to use the vehicle.

  26. I haven't heard from the collection agents. When will they contact me?

    I haven't heard from the collection agents. When will they contact me?

    We will contact you 30 days prior to your maturity date, to arrange a convenient time with you for the vehicle inspection & collection date. If you have any queries relating to changing your collection date, please call Customer Services on 0370 847 0700.

  27. Can I return my vehicle before the agreed time?

    Can I return my vehicle before the agreed time?

    This is only possible if you hold an Operating Lease, Contract Hire or Agility agreement. For more information, to arrange this or to ask for a hand back figure, please contact our Customer Services team on 0370 847 0700 or email us at mbfscv@daimler.com

  28. Can your driver collect keys from one address and the vehicle from another?

    Can your driver collect keys from one address and the vehicle from another?

    Unfortunately not, someone must be present with the vehicle to carry out the handover and sign the paperwork.

  29. Will the driver do anything before taking the vehicle?

    Will the driver do anything before taking the vehicle?

    Yes, the driver will carry out a visual safety inspection to ensure the vehicle is roadworthy, please note that this is not a secondary inspection.

  30. Who do I contact if the collection agent is late?

    Who do I contact if the collection agent is late?

    Please call 0370 121 0535  and they will inform you of the whereabouts and estimated time of arrival for your driver.

  31. I am not happy with what the driver has put on the Vehicle Inspection Report. What should I do?

    I am not happy with what the driver has put on the Vehicle Inspection Report. What should I do?

    We are sorry that you are unhappy with your Vehicle Inspection Report. You can call our De-Fleet team on 01226 355 922 between 9.00am – 5.00pm Monday to Friday and we will answer any queries you may have.

  32. I don’t agree with the invoice I've received for damage / excess mileage. Who can I contact to discuss this?

    I don’t agree with the invoice I've received for damage / excess mileage. Who can I contact to discuss this?

    We are sorry to hear that you are not satisfied with your invoice, please contact our De-fleet Team on 01226 355 922 between 9.00am – 5.00pm Monday to Friday where they will be happy to help you with your enquiry.

  33. Can you remove my phone kit / decals?

    Can you remove my phone kit / decals?

    Any phone kits or additional modification must be removed prior to collection. 

    You should also repair any holes or damage made to the vehicle to meet our Vehicle Return Standards. We will, unfortunately, place fines for any damage to the vehicle that are not considered fair wear and tear.

  34. I've left some items in my vehicle that I would like returned. Can you send them back to me?

    I've left some items in my vehicle that I would like returned. Can you send them back to me?

    Certainly, whilst we can not take responsibility for any items left in your vehicle, we will arrange for the vehicle to be inspected and any items found belonging to you will be sent back. Please Contact our De-fleet Team on 01226 355 922 between 9.00am – 5.00pm Monday to Friday.

  35. I want to make a claim

    I need to make a Van Insurance claim

    If you need to make a claim in the UK please call: 

    0344 4933 233

    If you are abroad please call:

    +44 191 2889846

    Lines are open 24 hours, every day of the year. 

    To ensure your claim can be processed, please ensure you have the following details;

    • Your policy number
    • Vehicle registration
    • Other relevant information to make your claim


    I want to make a Mercedes-Benz GAP Insurance claim (Policies sold between 2008 and March 2014)

    If you would like to make a claim, please contact our Claims Department on 0330 400 1663. Open 9.00am – 5.00pm Monday to Friday. 

    MAPFRE Assistance (Policies sold between 2008 and March 2014)
    To ensure your claim can be processed, please ensure you have the following details ready;

    • Your policy number
    • Vehicle registration
    • Current mileage


    I want to make a Mercedes-Benz GAP Insurance claim (Policies sold after March 2014)

    If you would like to make a claim, please contact our Claims Department on 01279 456 507. Open 9.00am – 5.00pm Monday to Friday, and Saturday 9.00am - 12.00pm 

    To ensure your claim can be processed, please ensure you have the following details ready;

    • Your policy number
    • Vehicle registration
    • Current mileage

  36. General Insurance Questions

    What are your opening hours?

    We are open Monday to Friday 8.00am – 6.00pm and Saturday 9.00am - 5.00pm. 

    You can contact us on:0345 606 0638.



    Can I add an additional temporary driver?

    Yes, you are able to add temporary drivers, please contact us on 0345 606 0638


    Can I contact you by email?

    Our email address is insurance.enquiries@daimler.com.
    You can also call us on 0345 606 0638.


    Do you insure other manufacturers?

    Yes, we insure all manufacturers. Please note we may decline to quote in some circumstances.


    What size vehicles do you cover?

    We cover commerical vehicles up to 3.5t for more information please contact us on 0345 606 0638.


    Do you cover fleets?

    Yes, we do. Please call us on 0345 606 0638* to discuss this further with us.

    *We may need to pass you over to our Corporate Insurance Team depending on your requirements


    Do you provide a courtesy vehicle whilst mine is being repaired to ensure I am kept on the road?

    Yes, we provide a courtesy vehicle if your vehicle is written off, stolen and not recovered or is being repaired.

  37. Can I transfer my Mercedes-Benz GAP Insurance Policies?

    Can I transfer my Mercedes-Benz GAP Insurance Policies

    Yes, you can transfer at any time, any remaining period of insurance on the policy due to change of vehicle, subject to the replacement vehicle purchase price not exceeding the current price band of the original vehicle. There is an administration fee of £35. 

    You must contact AutoProtect within 7 days of the replacement vehicle purchase. 

    You can contact AutoProtect's Customer Services on 01279 456 500 

    Lines are open 24 hours, every day of the year. 

    Alternatively, you can email AutoProtect at: customersupport@autoprotect.co.uk

  38. Does my Mercedes-Benz GAP Insurance Product Cover me abroad?

    Does my Mercedes-Benz GAP Insurance Product Cover me abroad?

    Yes, however the vehicle can only be used outside the UK for a maximum of 90 days per annum.

  39. How do I obtain a copy of the personal information you hold on me?

    How do I obtain a copy of the personal information you hold on me?

    Under the Data Protection legislation you are allowed to request a copy of all the information we hold on you. For more information on your rights under the Data Protection legislation please click on the Privacy Policy link at the bottom of the page. 

    For more information on your rights under the Data Protection legislation please see the Information Commissioner’s Office website.

  40. Types of Agreement

    What is a regulated agreement?

    A regulated agreement is an agreement which is covered by the Consumer Credit Act which gives you some important rights. It will only be regulated if the borrower is an Individual, Sole Trader or a Partnership of up to 3.


    What is an unregulated agreement?

    An unregulated agreement will not be covered by the Consumer Credit Act. This will apply to a limited company, PLC, Partnerships of 4 or more, a Local Authority, or a Charity.

  41. What is the European Consumer Credit Directive?

    What is the European Consumer Credit Directive?

    The European Consumer Credit Directive (ECCD) – which may also be referred to as the Consumer Credit Directive (CCD) – was brought in across Europe to establish common consumer credit practices. From a UK perspective, the Consumer Credit Act was amended as a result of the Directive. 

    Effective from the 1st February 2011, the ECCD will apply to the following:

    • Customers who purchase vehicles through Hire Purchase and Agility, who are either
    • Private Individuals borrowing up to and including £60,260, or
    • Small Businesses (Sole Traders and Partnerships of 3 or less) borrowing up to and including £25,000 where a business user exemption has been signed. 

    For finance agreements above this limit and regulated leases, the existing Consumer Credit Act arrangements continue to apply unchanged.

  42. Voluntary Termination

    What is voluntary termination?

    If you have a Regulated Agility (Personal Contract Plan) or Hire Purchase agreement with Mercedes-Benz Finance, you have a legal right (under the Consumer Credit Act) to voluntarily terminate your agreement. You must hand back the vehicle having paid at least 50% of the total amount due on your agreement (including the deposit, amount borrowed, interest and all fees) and in addition any arrears, excess mileage and damage charges.

    Click here to view our Vehicle Return Standards
     
    If you are not over the 50% mark you will be required to make a shortfall payment, which we can calculate for you.

    You are not permitted to use the vehicle once you have written to us indicating that you wish to voluntarily terminate your agreement. You must ensure the vehicle is insured until it is collected.

    On collection of your vehicle, you must also hand back your keys (including spare keys), full service history and V5 registration document; if not this could result in additional charges. 

    Once your agreement ends your credit file will be updated to show a voluntary termination. This information will remain on your credit file for up to 6 years, which can be viewed by other lenders also.

    If you would like to discuss this in more detail, please contact Customer Services on 0370 8470700

  43. Who regulates Mercedes-Benz Financial Services?

    Who regulates Mercedes-Benz Financial Services?

    For consumer credit activity, Mercedes-Benz Financial Services is authorised and regulated by the Financial Conduct Authority (FCA). 

    The Financial Conduct Authority is the United Kingdom 's regulator of the financial services market and promotes innovation and healthy competition whilst ensuring companies keep to the rules and maintain high conduct standards. They want you to understand the financial products and services you use and for us to be clear and fair in our dealings with you. 

    The Financial Conduct Authority's address is 12 Endeavour Square, London, E20 1JN, or you can visit their website which is www.fca.org.uk
    If you have any other queries, please contact our Customer Services Department on 0370 847 0700

  44. Withdrawal

    Can I withdraw from my finance agreement?

    As of 1 February 2011, the European Consumer Credit Directive (ECCD) provides customers who are within the ECCD parameters, the right to withdraw from their finance agreement by paying the amount financed. If you would like to withdraw from your finance agreement, please ensure you contact us within 14 days of signing the finance agreement (excluding the date the agreement was signed). 

    Email Customer Services at mbfscv@daimler.com or call us on 0370 847 0700.


    If I withdraw from my agreement, what will I need to pay?

    You will be asked to pay the balance financed which you can do either by bank transfer or Debit Card. You need to make this payment within 30 days of notifying us. We reserve the right to charge interest on a daily rate until such time as full settlement has been received. 

    If you are thinking of withdrawing from your finance agreement, you can contact our Customer Service team on 0370 847 0700 or email us at mbfscv@daimler.com.


    If I use my right to withdraw am I able to hand my vehicle back to the Retailer or Mercedes-Benz Finance?

    Unfortunately not, you must repay the full amount borrowed within 30 days and the vehicle remains with you . 

    If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com


    Can I change my mind after I have given notice to withdraw?

    Unfortunately, once notification has been received either verbally or written we are unable to reverse the transaction. Please make sure that if you do want to withdraw from your finance agreement that you have funds in place to do so. 

    If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.


    If I withdraw from my finance agreement, will it affect any future credit applications?

    Once you withdraw we will make arrangements to ensure that no footprint pertaining to a withdrawal appears on your credit file. 

    If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.


    Are there any penalties for withdrawal?

    We may charge an additional 30 days interest in accordance with the ECCD legislation. 

    If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.

  45. Partial Settlements

    Is it possible to make a partial settlement on my finance agreement?

    All agreements which are covered by the European Consumer Credit Directive have the option of partially settling their account, which is when you can pay a large one off payment to reduce the amount of finance which is outstanding. Throughout the life of your agreement you are able to partially settle as many times as you would like. 

    To discuss the option of a partial settlement please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.


    What are the payment methods for partial settlement?

    We can only accept partial settlement payments by Debit Card 

    If you wish to partially settle your finance agreement, please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.


    Are there any penalties for partial settlement?

    There are no penalties if you would like to partially settle your agreement. 

    To discuss the option of a partial settlement please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.

  46. Statements

    Should I receive an annual statement?

    You will receive your annual statement within 30 days of your contract anniversary date if you have a regulated 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 email mbfscv@daimler.com or call 0370 847 0700.


    Will I receive an Annual VAT invoice?

    If you have 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.


    Can I get a statement which shows the interest on my finance?

    You are able to get this information by requesting an Amortisation Statement, as set out in the European Consumer Credit Directive (ECCD). This will give a view of the capital and interest payable on your agreement going forwards. 

    Any customer wishing to receive an Amortisation Statement should contact our Customer Services Department at mbfscv@daimler.com or call on 0370 847 0700

  47. I would like to make a complaint about my finance agreement.

    I would like to make a complaint about my finance agreement. Who Should I contact?

    We are sorry that our service has not met your expectations and we would like to resolve any dissatifactions with your finance agreement as soon as possible.

    Step 1 - Contact Us

    Please contact our Customer Services team who will work with you to resolve your complaint. Customer Services are available by calling 03708470700

    Alternatively please write to us at 
    Mercedes-Benz Finance, 
    Delaware Drive
    Tongwell,
    Milton Keynes, 
    MK15 8BA. 

    Step 2 - Our response

    For complaints which can be handled and managed by our Customer Services team we will endeavour to resolve your complaint by the close of business on the next working day.

    For written complaints we will provide written acknowledgement of your complaint within five working days.

    However, if your complaint is more complex a thorough investigation will need to be performed which can take some time. We will endeavour to write to you with the outcome of our investigation witin 10 working days following receipt of your complaint. If we need to carry our further investigations, we'll inform you of any dfelay with an estimated final response date.

    Step 3 - Independent Review

    If we have not provided you with our final response within eight weeks of the date you first complained, or if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Scheme for an independent review at:


    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Telephone:

    0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones) 

    Or simply log on to their website at www.financial- ombudsman.org.uk.

  48. I would like to make a complaint about my insurance agreement.

    I wish to make a complaint regarding my Motor Insurance. Who Should I contact?

    We are sorry that you are not satisfied with your Motor Insurance or that our service has not met your expectations. To make a complaint please call us on 0345 600 2180

    Alternatively please write to us at:

    Daimler Insurance Services,
    Delaware Drive
    Tongwell,
    Milton Keynes, 
    MK15 8BA
    If you are unhappy with the outcome of your complaint you may refer the matter to the Finanical Ombudsman Service at: 

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Telephone: 0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones) 

    Or simply log on to their website at www.financial- ombudsman.org.uk

    Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

    Financial Service Compensation Scheme (FSCS).

    Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

    Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to:

    Financial Services Compensation Scheme
    10th Floor Beaufort House
    15 St Botolph Street
    EC 3A TQU


    I wish to make a complaint regarding my GAP Insurance policy (Policies sold between 2008 and March 2014). Who should I contact?

    - Making a complaint about how the Product was sold.

    Please contact the Dealer who sold you the policy.

    - Making a complaint regarding GAP Insurance (Policies sold between 2008 and March 2014) 

    Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistencia.

    Please contact MAPFRE Assistance on 0330 400 1663. Open Monday-Friday 9.00am - 5.30pm.

    Alternatively, you can write to them at:

    Abraxas Insurance Administration Services Limited
    One Victoria Street
    Bristol Bridge
    Bristol
    BS1 6AA

    Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).
    www.financial-ombudsman.org.uk


    I wish to make a complaint regarding my GAP Insurance policy (Policies sold from March 2014 onwards). Who should I contact?

    Making a complaint about how the Product was sold
    Please contact the Dealer who sold you the policy.

    Making a complaint regarding GAP Insurance (Policies sold after March 2014)
    Please contact AutoProtect on 01279 456 500, open 9.00am - 5.00pm Monday to Friday and Saturday 9.00am - 12.00pm.

    Alternatively, you can email them at:
    customersupport@autoprotect.co.uk


    or, write to them at:


    AutoProtect (MBI) Limited
    Warwick House
    Roydon Road
    Harlow
    Essex
    CM19 5DY

    Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).
    www.financial-ombudsman.org.uk

  49. Changing my Details

    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. 

    You can email us at mbfscv@daimler.com from the email address we have registered on your account and let us know your change of details. 

    If you have any further enquiries about your personal details please contact the Customer Services team who will be happy to support you with your request on 0370 847 0700.


    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. 

    You can update your bank details by emailing mbfscv@daimler.com.

    If you have any further enquiries about your personal details please contact the Customer Service team who will be happy to support you with your request on 0370 847 0700.


    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. 
    Contact Customer Services by email mbfscv@daimler.com or telephone 0370 847 0700.

  50. Can I settle my Mercedes-Benz finance agreement early?

    Can I settle my Mercedes-Benz finance agreement early?

    Throughout the life of your finance agreement your circumstances may change and you may wish to settle your agreement early or take ownership of your vehicle. If you have an Agility or Hire Purchase agreement, Mercedes-Benz Finance offer several ways in which you can request an early settlement quotation: 

    • Email - mbfscv@daimler.com 
    • Call - 0370 847 0700 for an automated settlement quote 24/7 

    How can I pay? You can pay your settlement figure by: 
    • Faster Payment or CHAPS via your bank 
    • Our automated settlement system by dialling 0370 847 0700 
    If you have a Finance Lease or Operating Lease agreement, a settlement can only be paid by an unconnected third party. Please email Customer Services mbfscv@daimler.com or call 0370 847 0700 for your settlement quote.


    Can a third party settle my agreement?

    It is possible for a third party to settle your agreement, if you know who will settle your account whether it be another Retailer or a Private sale please call us on 0370 847 0700 to notify who will be settling your account as we cannot accept funds without your consent.


    How can I get clearance on my vehicle?

    If you would like confirmation of clearance you can email us on mbfscv@daimler.com to request clearance on your vehicle and we will send a confirmation letter. 

    If you require instant clearance, it is best to pay via Faster Payment or CHAPS. For immediate clearance confirmation please call us on 0370 847 0700 to speak with a Customer Services Executive. 

    Please be aware that cheque payments will not be given clearance until the 7th working day after the cheque has been banked. So please use faster methods of payment when possible.


    My vehicle has been written off or stolen, what should I do?

    If your vehicle has been written off or stolen please contact Customer Services as soon as possible so we can assist your insurance company when required. In the meantime, please maintain your payments. Your insurance company will be able to advise you on what to do next. 

    To notify us if your vehicle is written off or stolen, please email us at mbfscv@daimler.com or call 0370 847 0700.

  51. Can I have a copy of my documents?

    Can I have a copy of my documents?

    If you would like a copy of any of your documents, please email mbfscv@daimler.com and request the document you require. 

    For any other queries, please contact us on, 0370 847 0700.

  52. Driving abroad

    Can I take my vehicle abroad on holiday?

    The vehicle can only be taken on short trips of up to 4 weeks to countries within the EU, you must take the V5 and ensure the vehicle has fully comprehensive insurance and covers you for European travel.

    If we are the registered keeper of the vehicle you must request permission by emailing mbfscv@daimler.com or call Customer Services on 0370 847 0700

    Please note that there will be a £10 + VAT charge for this request.


    I’m thinking of moving abroad, can I take my vehicle with me?

    If you want to take your vehicle abroad you must obtain permission from us prior to arranging transportation and removal of the vehicle. 

    For us to consider the request please complete the form below and return to mbfscv@daimler.com or call Customer Services on 0370 847 0700.

  53. Service contract and warranty

    I have a query about my service plan, who can I speak to?

    For contract changes or early withdrawal requests please email mbfscv@daimler.com or phone our Driver Assistance Line team on 0370 242 6200 who will be happy to help you with your service plan query. 

    Driver Assistance Lines are open between 8.30am - 5.00pm Monday to Friday.


    I have a query regarding my warranty, who can I speak to?

    Please contact your local Dealer. They can help you with all warranty queries.

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