End of your finance agreement.

End of your agreement

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.

Personal
Agility
Hire Purchase
Operating Lease
Contract Hire

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

Customer Services are open between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

How much is the Optional Purchase Payment for my agreement?
The Optional Purchase 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 customerservices-mbfs@daimler.com or call 0370 847 0700.

Customer Services are open between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

When is the Optional Purchase Payment due?
The Optional Purchase 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 customerservices-mbfs@daimler.com or call 0370 847 0700.

Customer Services are open between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

Prior to returning your vehicle

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 contract.

As part of the returns process, you must return your:

• V5C logbook (except if we retain this, for instance with Contract Hire agreements) however, you should send the V5C to us before your vehicle is collected
• Service history documents
• The spare keys

For queries relating to your V5C, please call our De-fleet Team on 0370 121 0535.

Defleet opening hours: Monday to Friday 8.30am – 5.00pm.

Vehicle Return Standards

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.

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.

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 smart 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.

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.

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 smart 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.

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 car.

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

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.

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. Please note that services must meet smart standards, as this can help avoid or reduce any additional fees that may occur when returning your vehicle.

Can I change the date my vehicle is collected?
Certainly. Just call our collection 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.

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, we are open between 8.00am-7.30pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

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 customerservices-mbfs@daimler.com. Customer Services are open between 8.00am-7.30pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

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.

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.

Who do I contact if the collection agent is late?
Contact BCA on 0370 121 0535 and they will inform you of the whereabouts and estimated time of arrival for your driver.

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. If you make your inspector aware of your dispute we will arrange an Executive to contact you to discuss.

Alternatively, you can call our De-Fleet team on 0370 240 1110 between 8.30am – 5.00pm Monday to Friday and we will answer any queries you may have.

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 0370 240 1110 between 8.30am – 5.00pm Monday to Friday where they will be happy to help you with your enquiry.

After returning your vehicle

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.

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 0370 240 1110 between 8.30am – 5.00pm Monday to Friday.