FAQs

FAQ's

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  • 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.

    Please email us customerservices-mbfs@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 Service team who will be happy to support you with your request 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.

    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 by emailing the update to customerservices-mbfs@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.

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

    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 customerservices-mbfs@daimler.com or telephone 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.

  • Can I settle my 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 car.

    • If you have an Agility or Hire Purchase agreement, you are able to settle your agreement at anytime.
    • If you have a Contract Hire, Operating Lease or Finance Lease agreement, a settlement can only be paid by an unconnected third party.

    To request a settlement figure contact Customer Services by email customerservices-mbfs@daimler.com or telephone 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 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.

    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.

    Customer Services are open between 8.00am-6.00pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

    How can I get clearance on my car?

    If you would like confirmation of clearance you can email us on customerservices-mbfs@daimler.com to request clearance on your car 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.

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

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

    If your car 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 car is written off or stolen, 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.

  • Can I have a copy of my documents?

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

    For any other queries, please contact us 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.

  • Can I take my car abroad on holiday?

    The car can only be taken on short trips of up to 4 weeks to countries within the EU, you must take the V5C and ensure the car has fully comprehensive insurance and covers you for European travel.

    If Mercedes-Benz Financial Services is the registered keeper of the car you must request permission by emailing customerservices-mbfs@daimler.com or call Customer Services on 0370 847 0700.

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

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

    I'm planning on moving abroad, can I take my car with me?

    If you want to take your car abroad you must obtain permission from Mercedes-Benz Financial Services prior to arranging transportation and removal of the car.

    For us to consider the request please complete the form below and return to customerservices-mbfs@daimler.com or call Customer Services 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.

    Moving abroad form

  • 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 by emailing us at: customerservices-mbfs@daimler.com using 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.

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

    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 completing a new Direct Debit mandate and emailing it to customerservices-mbfs@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.

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

    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 customerservices-mbfs@daimler.com or telephone 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.

    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 contract holder.

    If you would like to add someone to be a contact on your agreement please email customerservices-mbfs@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.

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

    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 customerservices-mbfs@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.

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

  • How to find out your outstanding balance?

    If you would like to find out how much is outstanding on your finance agreement please contact Customer Services by email customerservices-mbfs@daimler.com or telephone 0370 241 6225.

  • When will my first direct debit be taken?

    This will depend on which agreement you have.

    • For 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 by contact customer services by email customerservices-mbfs@daimler.com or telephone 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.

    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.

    This can be done by contacting Customer Services by email customerservices-mbfs@daimler.com or telephone 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 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 customerservices-mbfs@daimler.com
    3. 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.

    My Direct Debit has been rejected. Will you 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 0370 241 6225, 24 hours a day 7 days a week.

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

    You will need to inform us of any changes at least ten days before your next payment date.

    Please contact our Customer Service 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.

    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.

  • I would like to to change of Registration Number

    If you have 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 customerservices-mbfs@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.

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

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

    If you are exceeding, or about to exceed, your agreed mileage limit, we recommend that you request to increase it.

    To find out if this is possible, please contact our Customer Services team on 0370 847 0700 or email us at customerservices-mbfs@daimler.com and we'll review your situation.

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

    This change cannot be made in the final six months of your agreement.

    In order for us to help you, please make sure you have the following information to hand:

    • Your car registration number
    • Your current mileage
    • Your current contract mileage

    Once you have submitted your mileage increase change, if you are eligible we will send a quote for you to sign. When this is returned we will amend your agreement.

    Please note, there is a £50 + VAT administration charge for an increase request.

  • I have a parking/ speeding fine, what should I do?

    If you are the registered keeper of the car, any parking or speeding fines will be sent directly to you. Please ensure you pay any fines straight away.

    If Mercedes-Benz Finance is the registered keeper of the car 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 car is on a long-term lease to you. The issuing authority will then reissue 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.

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

    London Congestion Charges

    If you are the registered keeper of the car, London congestion charges will be sent directly to you. Please ensure you pay any charges straight away.

    If Mercedes-Benz Finance is the registered keeper of the car and receive a London congestion charge fine against your car 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, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

    Dart Charge (Dartford Crossing Charge)

    If you are the registered keeper of the car, 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 Finance is the registered keeper of the car and receive a dart charge against your car 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 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.

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

  • My account is in arrears. How can 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 241 6225. 24hours a day, 7 days a week.

    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 customerservices-mbfs@daimler.com or call Customer Services 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.

    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 customerservices-mbfs@daimler.com

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

  • 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 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.

    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 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.

    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 period in advance.

  • 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.

    Firstly, please notify us by sending us a copy of the death certificate with a covering letter confirming the executor details.

    Please send to customerservices-mbfs@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 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

  • 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 car.

    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 is due on the last day of your agreement, by paying this and any activation fees this you will own the car outright.

    For any questions relating to your Optional Purchase Payment please contact our Customer Service 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, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

  • I want to return my car. What do I need to do?

    If you have informed us of your intention to return your car 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 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 car 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 car have to be clean upon collection?

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

    Does the car 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.There must be enough fuel to drive 90 – 120 miles.

    What do you class as fair wear and tear?

    Our Return Standards will show you what we define as fair wear and tear on your car, 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 car in good condition. At the beginning of your agreement you would have also received a welcome pack, which includes a section on our Return Standards as well as a useful tool to help appraise your car.

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

    Vehicle Return Standards

    What must I send back with my car?

    Depending on your agreement type you might need to return your car to us. When it is time to return your car 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 car. What should I do with this when I hand back my car?

    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 car, 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 car we will continue to charge you the monthly payment until it is returned, this is because we cannot sell the car 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 car before returning it?

    Yes, your car 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 car.

    Can I change the date my car 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 car.

    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 car 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 car 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 car from another?

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

    Will the driver do anything before taking the car?

    Yes, the driver will carry out a visual safety inspection to ensure the car 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 car Inspection Report. What should I do?

    We are sorry that you are unhappy with your car 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.

  • 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 car to meet our car Return Standards. We will, unfortunately, place fines for any damage to the car that are not considered fair wear and tear.

    I've left some items in my car 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 car, we will arrange for the car 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.

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

    For contract changes or early withdrawal requests please email customerservices-mbfs@daimler.com or phone our Service Contracts team on 0370 242 6200 who will be happy to help you with your service plan query. Service Contracts are open between 8.30am - 5.30pm Monday to Friday

  • Where can I purchase Extended Warranty for my car?

    Extended Warranty by smart is available either online at www.smartonlinewarranty.co.uk or by calling 0345 641 9765

    What options do I have?

    You can choose from 3 levels of cover, an excess (payable in the event of a claim) to reduce your premium and the option to pay either for 12 months in advance or by direct debit on a pay as you go basis.

    How do I make a claim?

    Contact your nearest authorised Mercedes-Benz Retailer and advise them that your car is protected by the Mercedes-Benz Extended Warranty. The Retailer will contact us regarding your claim. You will not have to pay and reclaim.

    What else is covered?

    Depending on what level of cover you chose, this will range from All Mechanical and Electrical component for Tier 1, to a concise list of covered components for Tier 2, or major engine and driveline components for Driveline.

    How often can I claim?

    Whether you have one big claim or a number of smaller claims, the maximum pay-out is the amount you originally paid for the car. For customers with Driveline cover, the total number of claims paid cannot exceed £5,000.

    Who do I contact if I have a complaint about my Extended Warranty?

    If you wish to register a complaint regarding your Extended Warranty by smart, please contact us on 020 8603 9853. Open 8.00am to 6.00pm Monday - Friday, and 9.00am to 1.00pm on Saturday.

    Alternatively you can email us at: customerservices-mbfs@daimler.com

    Or you can also write to us at:

    Customer Support,
    Mercedes-Benz Warranty Services,
    102 George Street,
    Croydon,
    CR9 6HD

    What happens if I sell my car?

    If you sell your car and wish to cancel your policy, you must write to:

    Mercedes-Benz Warranty Services
    PO Box 1183
    Croydon
    CR9 1HR

    Or contact our service team on 0345 641 9757. 8:00am to 6:00pm Monday - Friday and 9:00am - 1:00pm on Saturday.

    For policies cancelled within 14 days of receipt of the original documentation, you can obtain a full refund of the premium paid at no charge. After this 14 day period, you will be entitled to a pro-rata refund as long as you have not registered a claim under the policy, less an administration fee of £25.

    Can I transfer my warranty?

    If you sell your car, the remaining cover may be transferred to a private individual subject to a £25 transfer fee. Please note your warranty cannot be transferred if your car is being sold to a retailer.

    To transfer the policy please complete the Transfer of Ownership Form found within your policy pack and send it to:

    Mercedes-Benz Warranty Services
    PO Box 1183
    Croydon
    CR9 1HR

  • I need to make a Motor Insurance claim

    If you need to make a Motor Insurance claim in the UK please call: 0344 4933 232

    If you are abroad please call: 0191 288 9845

    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
    • Car registration
    • Other relevant information to make your claim

    I want to make a Alloy Wheel Insurance claim

    If you would like to report a claim, please contact our Administrators on 01279 456507.

    To ensure you claim can be processed as quickly as possible you will be required to provide a variety of documents as part of your claim our Administrators will details these to you at the point of making your claim.

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

    I want to make a GAP Insurance claim (Policies sold between 2008 & March 2014)

    If you would like to make a claim, please contact our claims department on 0330 400 1663.

    Open 9:00am - 5:30pm 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 GAP Insurance claim (Policies sold after March 2014 )

    If you would like to report a claim, please contact our Administrators on 01279 456507.

    To ensure you claim can be processed as quickly as possible, please ensure you have the following details to hand:

    *Your Policy number
    *Car registration
    *Current mileage

    You will be required to complete a claims form which will be provided by the Administrator. You will also need to provide images of the damage wheel(s).

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

  • I have 5 years or more No Claims Discount can I apply this to a second car?

    Yes, we are able to offer a mirrored No Claims Discount on a second car subject to meeting our criteria. For further information please call 0345 603 3330 .

    Will a Cover Note be sent to the Retailer

    Yes, once you have activated your 7 day complimentary cover, your Retailer will be sent separate confirmation automatically.

    Can i extend my 7 days complimentary insurance?

    We are unable to extend the 7 day complimentary insurance, however, you can purchase our annual cover.

    Click here to retrieve your annual quotation.

    Do I have to cancel my First Cover policy

    No, the cover will expire automatically after the 7 days. We would like to point out that it is an offence under the Road Traffic Act to drive a car on a public highway without adequate insurance cover.

    Can I add an additional temporary driver?

    Yes, you are able to add temporary drivers, please contact 0345 603 3330 .

    We are open Monday to Friday 8.30am - 6.00pm, Saturday 9.00am - 2.00pm

    Can i contact you by email?

    Our email address is insurance.enquiries@daimler.com or you can call us on 0345 603 3330 .

    We are open Monday to Friday 8.30am - 6.00pm, Saturday 9.00am - 2.00pm

    Do you insure other manufactures?

    Within territorial limits a Green Card is not necessary for cross border travel. We recommend that you take your certificate of motor insurance with you, as it should provide sufficient evidence that you are complying with the laws regarding the compulsory insurance of motor cars in any of these countries.

    If you are looking to travel outside of the territorial limits please contact us on 0345 603 3330 Monday – Friday 8:30am – 6:15pm and 9:00am – 2:00pm Saturday.

    Will Mercedes-Benz provide proof of No Claims Discount to my new insurer?

    Yes, we will provide you with written proof of your No Claims Bonus on request as long as the policy is no longer in force and you have been insured with us for a minimum of 12 months.

    Do I require a Green Card to travel abroad?

    Within territorial limits a Green Card is not necessary for cross border travel. We recommend that you take your certificate of motor insurance with you, as it should provide sufficient evidence that you are complying with the laws regarding the compulsory insurance of motor cars in any of these countries.

    If you are looking to travel outside of the territorial limits please contact us on 0345 603 3330 Monday – Friday 8:30am – 6:15pm and 9:00am – 2:00pm Saturday.

  • How can I make a claim on my GAP Insurance by smart policy? (Policies sold between 2008-March 2014)

    If you would like to report a claim, please contact our Administrators on 0330 400 1663.

    To ensure you claim can be processed as quickly as possible, please ensure you have the following details to hand;

    *Your Policy number
    *Car registration
    *Current mileage

    Opening times are 9:00AM-5:30PM Monday to Friday.

    How can I make a claim on my GAP Insurance by smart when the policy was purchased after February 2014?

    If you would like to report a claim, please contact our Administrators on 01279 456 507.

    To ensure you claim can be processed as quickly as possible you will be required to provide a variety of documents as part of your claim our Administrators will details these to you at the point of making your claim.

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

    Can I transfer my GAP Insurance by smart policy?

    Yes, you can transfer at any time and with any remaining period of insurance due to a change of car and provided you have not claimed on the policy.

    There is an administration fee of £35.00, subject to the replacement car being the same purchase price of the original car.

    You must contact the Administrator within 7 days of taking delivery of the replacement car. Our Administrators can be contacted on 01279 456 507.

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

    Do I have EU cover on my GAP Insurance by smart policy?

    Yes, you have up to the maximum of 90 days per annum to use your car within the EU.

    How long do I have to make a claim on my GAP Insurance by smart policy?

    You have within 90 days of your total loss confirmed by your insurer to make a claim.

    How long can I have my GAP Insurance by smart for?

    GAP Insurance purchase options vary depending on the way you have purchased your car.

    Your Retailer will guide you through the most appropriate product for your needs. We do offer GAP products with terms from 12-60 months.

    How can I cancel my GAP Insurance by smart?

    If you are cancelling your GAP Insurance within 30 days of purchase you will need to go back to your Retailer in which you purchased it from, they will then start the process in providing any refund necessary, providing no claim has been made.

    If you wish to cancel after the 30 days after purchase you will need to contact our Administrators where they can provide a pro-rata refund as long as no claim has been made. This will also be subject to an administration fee of £35.00.

    Our Administrators can be contacted on 01279 456 507.

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

  • How can I make a claim on my Alloy Wheel Insurance by smart policy?

    If you would like to report a claim, please contact our Administrators on 01279 456 507.

    To ensure you claim can be processed as quickly as possible, please ensure you have the following details to hand;

    *Your Policy number
    *Car registration
    *Current mileage


    You will be required to complete a claims form which will be provided by the Administrator. You will also need to provide images of the damage wheel(s).

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

    Can I transfer my Alloy Wheel Insurance by smart policy?

    No, smart Alloy Wheel Insurance is non-transferrable.

    Do I have EU cover on my Alloy Wheel Insurance by smart policy?

    Yes, the car is covered if you are within the EU.

    You will need to make the claim within 30 days upon noticing the damage.

    To make a claim, please contact out Administrators on 01279 456 507. They will be able to arrange a convenient time and place for when you return to the home to carry out any repairs.

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

    *Your policy number
    *Car registration
    *Current mileage.


    You will be required to complete a claims form which will be provided by the Administrator. You will also need to provide images of the damage wheel(s). Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

    Will claiming on my Alloy Wheel Insurance Product effect my No Claims Bonus on my Motor Insurance?

    No, claiming against your Alloy Wheel Insurance will not affect your No Claims Bonus on your motor insurance policy.

    How long do I have to make a claim on my Alloy Wheel Insurance by smart policy?

    You have within 30 days of noticing the damage to report a claim.

    How long can I have my Alloy Wheel Insurance by smart for?

    You can purchase Alloy Wheel Insurance for either 24, 36 or 48 month terms.

    How can I cancel my Alloy Wheel Insurance by smart policy?

    If you are cancelling your Alloy Wheel Insurance within 30 days of purchase you will need to go back to your Retailer in which you purchased it from, they will then start the process in providing any refund necessary, providing no claim has been made.

    If you wish to cancel after the 30 days of purchase you will need to contact our Administrators where they can provide a pro-rata refund as long as no claim has been made. This will also be subject to an administration fee of £35.00. Our Administrators can be contacted on 01279 456 507.

    Opening times are 9:00AM-5:00PM Monday to Friday and Saturday 9:00AM-12:00PM.

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

    Under the Data Protection Act you are allowed to request a copy of all the information we hold on you. Should you wish to obtain a copy of your information please submit your request in writing to:

    Customer Services
    Mercedes-Benz Financial Services UK Limited
    Delaware Drive
    Tongwell
    Milton Keynes
    MK15 8BA

    To assist us with the processing of your request, please include your registration number and finance agreement number in your letter. Please note that a fee of £10 is payable for this service.

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

  • 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.

  • 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 cars 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.

  • Who regulates Mercedes-Benz Financial Services UK Ltd?

    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 25, The North Colonnade, Canary Wharf, London, E14 5HS, 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.

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

  • 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 customerservices-mbfs@daimler.com or call us 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.

    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 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@daimler.com.

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

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

    If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@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 0370 847 0700 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@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 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@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 between 8.00am-6.00pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@daimler.com.

  • 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 between 8.00am-7.30pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@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 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@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 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or email us at customerservices-mbfs@daimler.com.

  • 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 customerservices-mbfs@daimler.com or call 0370 847 0700.

    Will I receive an Annual VAT invoice?

    Only three of our finance products require an Annual VAT invoice. If you have a Contract Hire, Operating Lease or Finance Lease agreement you will receive an annual VAT Invoice, this will show your periodic payments covering a 12 month time period in advance.

    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 customerservices-mbfs@daimler.com or call on 0370 847 0700 between 8.00am-7.30pm Monday to Friday, 09.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

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

    Our goal is to provide the highest quality of service to each and every customer, but we recognise that things do occasionally go wrong. If you have reason to make a finance complaint please follow our complaints proceedure below.

    Step 1 - Contact Us

    If you have reason to complain, you can contact us by;
    Calling: 0370 847 0700
    Emailing: customerservices-mbfs@daimler.com

    or writing to us at:

    Mercedes Benz Finance,
    Tongwell,
    Milton Keynes,
    MK15 8BA.
    Monday to Friday 08.00 - 19.30, Saturday 09.00 - 17.00, Sunday 11.00 - 16.00.

    Step 2 - Our response

    If we are able to resolve your complaint within three working days, we will write to you providing confirmation that we believe your complaint is resolved.

    We will also provide you with further options should you remain dissatisfied. If we are unable to resolve your complaint within three working days, we will inform you and your complaint will be escalated for further investigation.

    We will provide written acknowledgement of your escalated complaint within five working days.

    Within four weeks of receiving your complaint, we will write to you with the outcome of our investigation. If we need to carry out further investigations, we will inform you of any delay with an estimated completion date which should be within four weeks of the initial complaint creation.

    In some instances where we are unable to resolve your complaint within four weeks, we will write to you with an update and an anticipated resolution date which should not exceed eight weeks from the date we received your complaint.

    Step 3 - What to do if you are not satisfied

    If the matter is not resolved to your satisfaction, you may refer your complaint to the Finance and Leasing Association Complaints Handling Team. They will independently explore the situation in line with their Code of Practice.

    You can contact them at:

    Finance and Leasing Association, Imperial House,
    15 19 Kingsway,
    London
    WC2B 6UN.

    If your complaint is regarding Vehicle Return Standards, you should instead contact the BVRLA (British Vehicle Rental and Leasing Association) at:

    British Vehicle Rental and Leasing Association,
    River Lodge,
    Badminton Court,
    Amersham
    HP7 0DD.

    Step 4 - 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,
    Harbour Exchange Square,
    London E14 9SR
    or visit www.financial-ombudsman.org.uk.

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

    We are sorry that you are not satisfied with your Motor Insurance or that our service has not lived up to your expectation. To make a complaint please select one of the following options below:

    If your complaint is about the service provided by Insurance by smart

    Please call 0345 603 3330
    Email Insurance.enquiries@daimler.com
    or write to us at:
    Insurance by smart
    Delaware Drive
    Tongwell
    Milton Keynes
    MK15 8BA

    If your complaint is about a claim or the services provided during the claim process

    Please contact the Complaints Manager for the insurer using the contact details for the insurer provided in your document pack. If you are unsure of the insurers details please contact Insurance by smart on 0345 603 3330.
    Our opening hours are 8:30am - 6:00pm Monday to Friday, 9:00am - 2:00pm Saturdays.

    If your complaint is about the Legal Assistance Service provided by Auxillis Limited
    Please call 0800 953 7122
    Email quality@auxillis.com
    or write to them at:
    Quality & Support Department
    Auxillis Limited
    Redmond House
    Fern Court
    Bracken Hill Business Park
    Peterlee
    Co Durham
    SR8 2RR

    (For Online Dispute Resolutions, click here.)

    I wish to make a complaint regarding my Type & Alloy Wheel Insurance. Who should I contact?

    Making a complaint about how the Product was sold

    Please contact the Retailer that sold you the policy.

    Making a complaint about the Type & Alloy Wheel Insurance Product

    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 on customerssupport@autoprotect.co.uk.

    Or you can also write to them at:

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

    Within five working days, AutoProtect or your Retailer 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 would like to make a complaint regarding my Minor Damage Insurance Product. Who should I contact?

    Making a complaint about how the Product was sold

    Please contact the Retailer that sold you the policy.

    Making a complaint about the Minor Damage Insurance

    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 on customerssupport@autoprotect.co.uk. Or you can also write to them at:

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

    Within five working days, AutoProtect or your Retailer 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 between 2008 and March 2014). Who should I contact?

    Making a complaint about how the Product was sold

    Please contact the Retailer that 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 Asistenica, Please Contact MAPFRE Assistance by calling 0330 400 1663, open 9.00am - 5:30pm Monday to Friday. 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?

    Please contact the Retailer that sold you the policy.

    Making a complaint regarding GAP Insurance (Policies sold from March 2014 onwards)

    Making a complaint regarding GAP Insurance

    Please contact AutoProtect (Policies sold after March 2014) on 01279 456 500, Open 9:00am - 5:00pm Monday to Friday and Saturday 9:00am - 12:00pm. Alternatively, you can email them on customerssupport@autoprotect.co.uk. Or you can also 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 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