Mercedes-Benz Financial Services UK Ltd gives you the freedom and flexibility to drive away in the Mercedes-Benz of your choosing, in a way that fits around your lifestyle. You’ll benefit from a range of both purchase and lease products from Agility (Personal Contract Plan) and Hire Purchase to Contract Hire, Operating lease and Finance Lease, so you can find the solution that’s right for you.
 

Your preferred Dealer will also be on hand to help provide expert advice on our range of financial products and the features, benefits and limitations of each, find your local Dealer here. Throughout your journey with Mercedes-Benz Financial Services UK Ltd you’ll be provided with tailored customer service via phone, email and web, so you’re supported in the way that suits you best. If at any point in your journey you need extra help managing your agreement, Mercedes-Benz Financial Services UK Ltd have a dedicated sensitive case team here to help.
 

To apply for finance, you’ll need to be 18 years or older and be a resident of the UK. Please note, you should only be applying for finance for yourself and not on behalf of another person.

For more information about our finance products visit the Mercedes-Benz Financial Services UK Ltd Comparison table, and if there are any terms used that you’re unsure of, take a look at the Glossary. Everything’s been made easy to understand, with clear explanations and examples. If you have any further questions on choosing your next Mercedes-Benz, please get in touch with your local Dealer, you can find your nearest Dealer here.

Before deciding the best way to finance your van, you’ll need to assess your affordability, the finance product that suits you best and any limitations associated with it. It’s best to think about how much you can afford, how long you’d like to keep the van and the total number of miles you’ll be driving each year. Mercedes-Benz Financial Service UK Ltd recommends reading the product comparison table, showing the finance products offered to help you decide which option is best for you.
 

Whether you choose a lease product or a purchase product you’ll need to decide how long you’d like finance for. Mercedes-Benz Financial Services UK Ltd offer contract durations our finance products from 24-48 months through the Online Showroom, or you can get an agreement of up to 60 months for Hire Purchase through your local Dealer. You can use the finance calculator on the Online Showroom to adjust the quote to suit you.

Whilst searching for your next Mercedes-Benz you can also use the Value My Van tool on the Online Showroom to get an indicative valuation for your current vehicle. This can be added to your finance quote and possibly go towards your deposit. Please note the valuation is indicative of the price your current vehicle may be worth, along with the information you have provided in your finance application. If you wish to sell your vehicle your preferred Dealer will agree a final price, this can then be used as a deposit for your next Mercedes-Benz. Alternatively, if you choose a lease product the equity from your current van can be put towards your advance rental.

If you'd like to continue with a full finance application, please send an enquiry to your preferred Dealer. They’ll contact you within 48 hours and help you to complete your application.

For more information about our finance products visit the Mercedes-Benz Financial Services UK Ltd Comparison table, and if there are any terms used that you’re unsure of, take a look at the Glossary. Everything’s been made easy to understand, with clear explanations and examples. If you have any further questions on choosing your next Mercedes-Benz, please get in touch with your local Dealer, you can find your nearest Dealer here.

The Online Showroom allows you to select and view the specific model you want and the availability of stock from your preferred Dealer. You can tailor your search results by filtering the colour, engine size, transmission and budget that suits you. You can also adjust the Finance Calculator to find the right solution for you, including adding your current vehicle as a deposit. When you’ve found your next Mercedes-Benz you can select the buying options button where you can Order now, Make an Enquiry, Request a Test Drive and Check your Finance Eligibility.

By clicking on Check your Finance Eligibility, you’ll be able to start a soft credit check which doesn’t leave a footprint on your credit file. This check is based on information that you’ve provided to Mercedes-Benz Financial Services UK Ltd to assess whether you’re eligible to apply for finance without affecting your credit rating. To proceed you can either log in with your existing Mercedes-Benz account, sign up if you’re a new customer or you can continue as a guest.

You’ll be shown your finance quote for your chosen model detailing the length of the agreement and a breakdown of your monthly payments. Please make sure you read the terms and conditions outlined for the finance quote before continuing. If you decide to continue with the quotation and eligibility check Mercedes-Benz Financial Services UK Ltd will need you to provide some personal details such as your name, email address, phone number and date of birth. Please note, this is a soft credit check, which does not leave a footprint on your credit file.

After you’ve completed the eligibility check Mercedes-Benz Financial Services UK Ltd will let you know if you’re likely to be approved for finance or not. You may then be able to apply for finance by simply sending an enquiry to your preferred Dealer, who will contact you to help you complete your application. Mercedes-Benz Financial Services UK Ltd will also send you an email to confirm you have started an eligibility check.

If you decide to continue your journey to apply for finance, Mercedes-Benz Financial Services UK Ltd will need to complete a Full Credit Application, also known as a hard credit check. To do this you need to provide further details including your employment history and current banking details. Please note, this check will be visible to other lenders and stay on your credit record for 12 months.

You can then submit your application and Mercedes-Benz Financial Services UK Ltd will provide you with our decision within 2 minutes, detailing your next steps. You’ll also receive final email confirmation letting you know that you have started a finance application.

For more information about our finance products visit the Mercedes-Benz Financial Services UK Ltd Comparison table, and if there are any terms used that you’re unsure of, take a look at the Glossary. Everything’s been made easy to understand, with clear explanations and examples. If you have any further questions on choosing your next Mercedes-Benz, please get in touch with your local Dealer, you can find your nearest Dealer here.

As part of applying for finance with us, our potential customers can check their eligibility for finance by completing a soft credit check, which doesn't leave a footprint on your credit file. This check is based on information that you’ve provided to us, so we can assess whether you’re eligible to apply for finance without affecting your credit rating.

If you meet our eligibility criteria, you’ll be pre-approved for credit at this stage however, please note this doesn’t guarantee that you’ll be approved for van finance, as we’ll need to complete a further credit check to make our final lending decision.

If you agree to continue with your application for finance, we’ll need to complete a Full Credit Application, also known as a hard credit check. This is a comprehensive credit search using data from credit reference agencies such as Experian and Equifax, alongside our own decision tools where you’ll be credit scored. Please note this check will be visible to other lenders and stay on your credit record for 12 months.

For Limited Company applications, we’ll need a Directors Guarantee if the company has been trading for less than 3 years, regardless of the finance product chosen. We’ll let you know how to submit this when applying.

If successful, we’ll let you know that we can finalise the application for finance and send you your contract to sign, this'll either be digitally or at the Dealer.

If we’re unable to proceed with your finance application, and you want to discuss this, you can do so by contacting your local Dealer. They’ll talk you through the result of your application and any other options available to you. You’re able to submit an enquiry to your chosen Dealer via the results page and they’ll call you back within 48 hours.

You can withdraw from a finance application at any point before signing the agreement, but please note, if your application has been processed this will leave a credit search footprint on your credit file showing which organisation conducted the search, the type of search and date.

If you’ve signed your agreement, but no longer want to continue with the finance, please refer to your agreement for exact information on if you have the right to withdraw. Please note this is a withdrawal from the finance and not from the purchase of the vehicle – so you will have to repay the finance by other means. You’ll need to withdraw within 14 days after the start date confirmed to you in your agreement. If you don’t withdraw from the agreement within the 14-day period the agreement remains binding.

Please note, if you decide on a Hire Purchase or Agility agreement and want to withdraw, you’ll be liable to repay the amount of credit to us within 30 days. When payment is made to us in full and within the time period, you’ll take ownership of the vehicle. If this is not paid within the 30 days we have the right to recover the sums due and/or the vehicle.

For more information about our finance products visit the Mercedes-Benz Financial Services UK Ltd Comparison table, and if there are any terms used that you’re unsure of, take a look at the Glossary. Everything’s been made easy to understand, with clear explanations and examples. If you have any further questions on choosing your next Mercedes-Benz, please get in touch with your local Dealer, you can find your nearest Dealer here.

Open Banking is a secure service that allows you to share your bank account information safely, quickly and easily with trusted companies, like us, through your bank or building society.

Open Banking is completely free of charge and won’t leave a footprint on your credit file.

As a responsible lender, regulated by the Financial Conduct Authority (FCA), we use Open Banking to check that you can make the monthly payments now and throughout your agreement.

By securely sharing your financial data, we’re able to see that you can maintain the monthly payments throughout your agreement and verify the details provided in your application. The FCA requires us to make these checks for all customers, including those who have financed with us before.

Open Banking is a secure service that lets us have read-only access to the last six months’ worth of bank statement data from the accounts you choose.

How it works:
• You may receive an email from us with a link to start Open Banking. 

• This will take you to Consents.online, a secure service regulated by the Financial Conduct Authority (FCA). They follow strict data security rules to make sure your information is protected.  

• You’ll be asked to give us permission to view the bank statement information we need to continue your application.

Here to help.
If you have any questions, your Dealer will be happy to support you. For details on how we use and store your personal data, please see our privacy policy.

Yes. Open Banking is a secure and encrypted service provided by your bank or building society.

This process is supported through Consents.online, a trusted provider regulated by the Financial Conduct Authority (FCA), which means they meet strict security and data protection standards. We’ll have read-only access to the last six months’ worth of bank statement data from the accounts you choose.

If you prefer not to use Open Banking, you have the choice to send us copies of your payslips and bank statements for the last 6 months in PDF format. Please note that this option will take longer to process than using Open Banking.

If we don’t receive the information we need either through Open Banking or by sending us scanned copies, unfortunately we’ll be unable to continue your application.

Whilst searching for your Mercedes-Benz you might have questions on our vehicles and want to speak to someone to discuss this further. On the Online Dealer you can access our Live Chat support platform, where you’ll be able to speak with one of our physical agents who can help to search stock and find the right vehicle for you. They can also request a call back or test drive with your preferred Mercedes-Benz Dealer. They’re open Monday – Friday 8am – 7:30pm, Saturday –Sunday 9am – 5pm, subject to bank holidays.

Alternatively, you can contact your local Mercedes-Benz Dealer who’ll be able to explain the features, benefits and limitations of each finance product that we offer and talk you through our wide range of vehicles. You can find your nearest Dealer using the link below.

For more information about our finance products visit the Mercedes-Benz Financial Services UK Ltd Comparison table, and if there are any terms used that you’re unsure of, take a look at the Glossary. Everything’s been made easy to understand, with clear explanations and examples. If you have any further questions on choosing your next Mercedes-Benz, please get in touch with your local Dealer, you can find your nearest Dealer here.

You can request a statement of your account, which includes your financial payments to date by contacting us or use the online form by selecting ‘request a copy of a document’ from the drop down menu. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. You’ll need your agreement number and vehicle registration number 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.

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.

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

At Mercedes-Benz Financial Services UK Ltd, we’re dedicated to providing you with an outstanding service. If you feel we haven’t met the high standards you expect from us, please don’t hesitate to let us know by following the steps below, detailed in the Complaints Leaflet here.

For Mercedes-Benz Financial Services UK Ltd related complaints data, please click 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 are 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'd 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 to return your vehicle to us before the end of your agreement, one of your options is an early handback. An early handback means you’ll pay 95% of your remaining monthly rentals, ending your agreement. You can request an early handback quote at any point in your agreement if you have a Contract Hire, Operating Lease or Agility (Personal Contract Plan) Agreement.

You can request an early handback quote by calling us on 0370 847 0700. We’re open Monday – Friday 9am – 5pm, excluding bank holidays. Quotes can be paid by bank transfer, cheque or by calling us and paying over the phone. You can return your vehicle to your local Dealer by contacting them directly, or by letting us know on the number above. Alternatively, our logistics partner British Car Auctions (BCA) will be in touch within 5 working days after you’ve made payment. Please note, early handbacks will show as ‘settled’ on your credit file.

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'll report the account as “default” on your credit report. This status indicates that you didn't fulfil the terms of the loan agreement, and it's 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'll 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're voluntarily handing the vehicle back and it's 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'll 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'll 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 isn't 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'll 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'd like to discuss this in more detail please contact us on 0333 3453300. We’re open Monday – Friday 8:30am – 5pm, excluding bank holidays.

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'll not be able to hand this back to either your local Dealer 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 isn't made within 30 days, we reserve the right to take action to recover the sums due and/or the vehicle.

If you're thinking of withdrawing from your 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.

Phishing is where criminals use scam emails, text messages or phone calls to trick their victims into sharing sensitive or personal information. They may ask you to follow a link to a fake website or download an attachment containing a virus to your computer. 

We'll never ask you to share sensitive or personal information in any of our communications we send to you by email, text or phone. This includes:
 
• Credit or Debit Card numbers
• Full bank account details
• Account login details
 
If we do need to take payment, we'll do so by phone when you've passed a security check, or via the Mercedes-Benz Finance Portal which is a secure platform.

Scammers may send fake communications that look like they've come from us. Watch out for messages that encourage you to take urgent action. Check with someone you trust before doing anything.
 
Links to our website from emails, or on the Mercedes me platform, always contain Mercedes·benz.com or Mercedes-benz.co.uk in the URL You can check if a link is genuine and contains these terms by hovering your mouse cursor over the button or text before clicking.
 
If you think the email or text seems suspicious, do not reply to it, click any links, or download any attachments. Please report it to the National Cyber Security Centre instead.

When we call you, we’ll take you through certain security checks to verify your identity. However, we’ll never ask you for full bank account or login details. If you suspect the call is from a scammer, end the call and block the number.

If you clicked a link, don’t enter any information. Open your antivirus software and run a full scan to check for problems. 
 
If you entered a password, change it on any of your accounts which share the same password.
 
If you’ve already entered payment information, contact your financial institution immediately as your account may have been compromised. Then, please contact us on 0370 847 0700 (Monday - Friday, 9am - 5pm), so we're aware of the situation.
 
For more information on how we keep your data secure, view our privacy policy. 

The following organisations can provide advice and support for staying safe online:

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.

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 www.cclondon.com 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're 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've any questions in relation to a fine please contact us. We’re open Monday – Friday 9am – 5pm, excluding bank holidays.

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.

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 Dealer 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've 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'd 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.

A Credit Broker or Intermediary, such as your Mercedes-Benz Agent/Retailer/Dealer, 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.

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.

New/Used Van: Your Mercedes-Benz Dealer is supplying you with a Mercedes-Benz Van, and the Mercedes-Benz Dealer will earn money from this activity.

If you apply for finance, at the same time, your Dealer 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.

From Friday 8^th November 2024, 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.

Following the Supreme Court decision on 1 August 2025 about the disclosure of commission by motor finance providers, the Financial Conduct Authority (FCA) announced a consultation period starting on 7 October 2025. This means they wanted feedback from consumers, firms and stakeholders before making any final decisions about a compensation scheme. The consultation period finished on 12 December 2025 and once the outcome is received from the FCA, we’ll be able to provide an update in relation to the compensation scheme.

On 3 December 2025, the FCA confirmed that non purchase (lease) agreements will not form part of the redress scheme, therefore firms such as Mercedes-Benz Financial Services will begin responding to these types of complaints from 5 December 2025 in line with normal complaint handling rules. 

If you have a purchase agreement such as a Hire Purchase or Personal Contract Plan, the hold date has been extended and is now due to expire on 31 May 2026. Once the FCA provides further updates, we’ll contact customers directly and share all relevant information on our website.

What happens next.

• Purchase Agreements: Your complaint is paused until after 31 May 2026. No action is needed, we’ll contact you following the FCA’s consultation.

• Leasing Agreements: These aren’t included in the pause. We’ll begin responding from 5 December under normal complaint handling rules.

• Guidance: The FCA provides further details on car finance changes here.

• You can also stay updated via our Commissions Disclosure statement. We’ll keep this page and the FAQs updated with the latest information as soon as we hear more from the FCA.

If you would like to submit a new 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’ll pay the Mercedes-Benz Agent/Retailer/Dealer a commission for introducing you to our products and services and for helping you to 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.

The commission is calculated as 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.

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.

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.

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.

A Credit Broker or Intermediary, such as your Mercedes-Benz Agent/Retailer/Dealer, 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.

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.

New/Used Van: Your Mercedes-Benz Dealer is supplying you with a Mercedes-Benz Van, and the Mercedes-Benz Dealer will earn money from this activity.

If you apply for finance, at the same time, your Dealer 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.

Following the Supreme Court decision on 1 August 2025 about the disclosure of commission by motor finance providers, the Financial Conduct Authority (FCA) announced a consultation period starting on 7 October 2025. This means they wanted feedback from consumers, firms and stakeholders before making any final decisions about a compensation scheme. The consultation period finished on 12 December 2025 and once the outcome is received from the FCA, we’ll be able to provide an update in relation to the compensation scheme.

On 3 December 2025, the FCA confirmed that non purchase (lease) agreements will not form part of the redress scheme, therefore firms such as Mercedes-Benz Financial Services will begin responding to these types of complaints from 5 December 2025 in line with normal complaint handling rules. 

If you have a purchase agreement such as a Hire Purchase or Personal Contract Plan, the hold date has been extended and is now due to expire on 31 May 2026. Once the FCA provides further updates, we’ll contact customers directly and share all relevant information on our website.

What happens next.

• Purchase Agreements: Your complaint is paused until after 31 May 2026. No action is needed, we’ll contact you following the FCA’s consultation.

• Leasing Agreements: These aren’t included in the pause. We’ll begin responding from 5 December under normal complaint handling rules.

• Guidance: The FCA provides further details on car finance changes here.

• You can also stay updated via our Commissions Disclosure statement. We’ll keep this page and the FAQs updated with the latest information as soon as we hear more from the FCA.

If you would like to submit a new 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.

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.

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 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. 

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. 

We pay the Agent/Retailer/Dealer 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.

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.

We understand how frustrating this situation may be, however, the pause is required by the Financial Conduct Authority (FCA). Following the Supreme Court decision on the 1 August 2025 about the disclosure of commission by motor finance providers, the Financial Conduct Authority (FCA) announced a consultation period starting on 7 October 2025. This means they’re asking for feedback from consumers, firms and stakeholders before making any final decisions about a compensation scheme. This concluded on the 12 December 2025. Once the outcome of the consultation is received from the FCA we will be able to provide an update in relation to the compensation scheme.

On the 3 December 2025, the FCA confirmed that non purchase (lease) agreements will not form part of the redress scheme, therefore firms will begin responding to these types of complaints from the 5 December 2025 in line with normal complaint handling rules.

However, if you have a purchase agreement the hold date has been extended and is now due to expire on the 31 May 2026. Once the FCA provides further updates, we’ll contact customers directly and share all relevant information on our website.

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

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.

From the information you’ve provided to us, we’ve been unable to find a finance agreement related to your vehicle. This may be due to the age of your agreement and our data retention policies. If you have any additional paperwork relating to your agreement, then please send it to mbfs-commissions@mercedes-benz.com and we’ll investigate further for you.