Frequently asked questions

Here, you’ll find all the forms you need to manage your agreement, plus simple, easy-to-follow instructions on what to do. You can either print out these forms or in some cases complete these online.

If you are unable to find what you are looking for in this section, please refer to our Frequently Asked Questions, or contact us for more information.

Direct Debit queries

That depends on what sort of agreement you have.

• Lease agreement rentals are usually collected in advance, with the first rental due at the start of your agreement.
• Purchase agreement monthly payments are normally collected in arrears.

To find out the monthly date when your Direct Debits are taken, you can reach us by:

Phone: 0370 847 0700

Or alternatively by email:

You can find this out simply by looking at your agreement under the ‘Key Financial Information’ heading. You can also find out by:

Phone: 0370 847 0700

Or alternatively by email:

A. This is a credit arrangement fee that covers the cost of setting up and administering your contract.

Your bank will inform us that your Direct Debit has been rejected. We’ll re-present the payment required to your account; we will approach your account a total of three occasions if the payment is rejected again. You will receive a letter at the same time 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.

Alternatively, you can arrange a bank transfer or pay by cheque, made out to Mercedes-Benz Financial Services UK Limited, and post to:

Collections
Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

Please ensure your registration number or agreement number is provided on the back of your cheque or quoted at the point of payment in order for us to process your payment.

You need to inform us of any changes in writing at least ten days before your next payment date. For your convenience, you can print out a Direct Debit mandate form in:

Once all payments have been made and cleared, you’ll need to contact your bank to cancel this.

Payments / fines / charges

Yes. Simply call or contact Customer Services online, who will be able to delay the payment for up to ten days or bring its date forward as long as this remains within the same month. Please note, if you would like to change your first payment, we cannot change the date that your acceptance fee is taken. A fee may apply for this service.

Phone: 0370 847 0700

Or alternatively by email:

Certainly. Please contact us by:

Phone: 0370 847 0700

Or alternatively by email:

This is for information purposes. You can pass it on to your accountant if you wish to reclaim the VAT.

Please see our Mileage Increase section below to find out more information.

No. Your finance agreement is based over a set term at a set mileage. Unfortunately, we cannot decrease the mileage once the agreement has been signed.

If you receive a fine directly from the authorities, arrange payment straight away.

If we receive your fine, we’ll return it to the authorities with a covering letter stating your name and address, and advising that the vehicle is on a long-term lease to you. The issuing authority will then re-issue the fine directly to you. It is then your responsibility to make sure that it’s paid.

If we receive your London congestion charge fine, we will pay this straight away and recharge you together with an administration fee of £25 + VAT. This is paid as soon as possible in order to avoid further charges from Transport for London. To avoid London congestion charges, visit www.cclondon.com to find out how you can pre-pay.

Financial difficulties

You can make a payment over the telephone by debit or credit card or by cheque, made out to Mercedes-Benz Financial Services UK Limited. Call our Collections Team on 0370 241 6225 to discuss your account in more detail.

To make a payment by cheque please post to the following address:

Collections
Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

If you are experiencing financial difficulties, we may be able to restructure your agreement. So that we can help you, we first need some information about you and your preferred monthly payment or rental amount.

Simply download and print out the form below, complete it and return it to us. For your security, we cannot offer an online service for this.

We will review your situation and get back to you with our advice. If you would prefer to discuss your financial difficulties, please call our Customer Services Team.

If you receive a quote from us, you’ll need to sign and return the form. We’ll then update your account and write to you to confirm the new terms of your agreement. 

Return your completed form to:

Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

Yes. We’ll take a look at your circumstances and identify a solution for you. We don’t offer shortened agreement terms, but you do have the option to settle your contract early. For more information please refer to general queries.

The most important thing is to let us know right away. We’ll explore options with you and see how we can help.

You can contact us by:

Phone: 0370 847 0700

Or alternatively by email:

If you are experiencing financial difficulties, we may be able to restructure your agreement. So that we can help you, we first need some information about you and your preferred monthly payment or rental amount.

Simply download and print out the form below, complete it and return it to us. For your security, we cannot offer an online service for this. 

We will review your situation and get back to you with our advice. If you would prefer to discuss your financial difficulties, please call our Customer Services Team.

If you receive a quote from us, you’ll need to sign and return the form. We’ll then update your account and write to you to confirm the new terms of your agreement.  

Return your completed form to:

Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

We'll take a look at your individual circumstances, and if we can grant you an extension, we'll send you a quote to sign and return. You can give us the information we need right now by completing the restructure your agreement form.

You can also explore your options by contacting us right away:

Phone: 0370 847 0700

General queries

Let us know and we’ll calculate your individual settlement figure.

You can contact us by:

Phone: 0370 847 0700

Or alternatively by email:

You should have your counter-signed original agreement, however if you have misplaced it, we'll be happy to send you another print-out free of charge.

You can contact us by:

Phone: 0370 847 0700

Or alternatively by email:

No, you need to maintain your payments and inform us of your insurance details. Your insurance company will advise you on what to do next.

No one can obtain information on any account without written or verbal confirmation from the contract holder. If you’d like your partner or another individual to have access to your account details, complete the add a contact person to your agreement form.

You can contact Experian on 0800 656 9000, Monday to Friday 9:00am – 6:00pm and Saturday 9:00am – 1:00pm, or email Equifax through their website. Please note that there may be a charge for this.

Manage your contract

If you change your name or move house, you need to let us know so that we can keep you up to date with your finance account.

To let us know your name/address change, simply download and print out the form below. For your security, we cannot offer an online service for this.

For your own security, please note that you’ll need to provide evidence of your name change if any of the following apply to you:

  • Marriage – please include a copy of your marriage certificate with your form
  • Divorce – if you wish to revert to your maiden name, include your original marriage certificate
  • Limited company – please include a copy of your certificate of incorporation

If you’ve changed your registration plates, you need to let us know right away so that we can update our records. This will help us provide a faster, more efficient service when you need assistance in the future.

To inform us of your new registration details, simply download and print out the form below, complete it and send it to the address provided. If you prefer, you can fax it to our Customer Services Team who will deal with your request as soon as possible.

Please note, for your security we are unable to offer an online service for this.

Return your completed form to:

Mercedes-Benz FinanceTongwellMilton KeynesMK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

If you want to authorise another person to speak or write to us on your behalf regarding your finance agreement, please complete our online form below.

Simply download and print out the form below, complete and return this to us by post. For your security, we cannot offer an online service for this. 

Return your completed form to:

Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

If you’d like your VAT invoice for the coming year, you can complete a request form online and we’ll post your invoice to you. Alternatively, download and print out the form below, complete it and send it to us at the address provided.

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

• Your agreement number.
• Your registration number.

Return your completed form to:

Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

If you are exceeding, or about to exceed, your agreed mileage limit, we recommend that you request to increase this. To find out if this is possible, please complete our online form and we'll review your situation. Alternatively, download and print out the form below, complete and return this to the address provided.

Once you have submitted your mileage increase request, we’ll send a quote for you to sign. Once this is returned we will amend your agreement.

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

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

• Your vehicle registration number.
• Your current mileage.
• Your current agreement mileage.

Return your completed form to:

Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

You might find it useful to see a summary of your accounts. You can ask for your payment history to date by filling out our online form below. Alternatively, download and print out the form, complete it and return it to the address provided.

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

•Your agreement number.
•Your registration number.

Return your completed form to:

Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA

or

Email: customerservices-mbfs@daimler.com
For the Attention of Customer Services

You can also request a form by:

By phone: 0370 847 0700

Monday to Friday 8:00am - 6:00pm and Saturday 9:00am - 5:00pm

If you want to know if the finance on your vehicle has been paid in full, call our Customer Services Team on 0370 847 0700, alternatively contact us online.

We'll confirm whether this has been paid in full or tell you how much needs to be paid in order to clear the finance agreement.

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

• Agreement number.
• Registration number.
• Chassis number.

3rd parties

We can provide clearance to a third party for you, as long as this person has relevant agreement and customer details.

How to make a complaint.

Your views are important to us. If our service hasn't lived up to your expectations, we want to know.

Stage 1 – Contact us.

If you have reason to complain, you can contact us by calling 0370 847 0700 or writing to us at: Mercedes Benz Financial Services UK LTD. Delaware Drive, Tongwell, Milton Keynes MK15 8BA. We’ll provide written acknowledgement of your complaint within five working days.

Stage 2 – Our response.

Four weeks after receiving your complaint, we’ll write to you with the outcome of our investigation. If we need to carry out further investigations, we’ll inform you of any delay with an estimated completion date.

Stage 3 — What to do if you’re 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.

Stage 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, London, E14 9SR.

A change of financial regulator with effect from the 1st April 2014

Please note: Mercedes-Benz Financial Services UK Limited only accepts debit card payments over the telephone. Unfortunately we do not accept credit card payments.

Mercedes-Benz Finance is a trading name of Mercedes-Benz Financial Services UK Limited.Registered in England No 2472364. A Daimler Company. Tongwell, Milton Keynes MK15 8BA, United Kingdom

If you change your name or bank account number, move house, or decide to put a ‘cherished’ bespoke plate on your Mercedes-Benz, you need to let us know.

If your personal details change, you’ll also need to complete a new Direct Debit mandate, which you can also print out.

For your convenience, you can print out the relevant forms by following the links below.

As you’re coming to the end of your contract, we've put together a simple online guide to each of our finance products.

At the end of your financial agreement

These will be highlighted in the Maturity Letter that you’ll receive six months and three months before the end of your agreement. You can also view your different options in the agreement end section of this website.

If you still have questions, you can contact us by:

Phone: 0370 847 0700

We may be able to support you on a short term basis with an extension to your original agreement, please contact us to discuss.

You can contact us by:

Phone: 0370 847 0700

You’ll find the answer on your contract.

If you have an Agility agreement, your options are flexible:

You may choose to purchase your Mercedes-Benz, by paying the Optional Purchase Payment in the last month of your contract.

Contact Customer Services and let us know why you wish to reinstate your agreement.

We’ll review your individual circumstances to find the best solution for you. Please note, there’ll be a reinstatement fee of £200 + VAT.

You can contact us by:

Phone: 0370 847 0700

Driving abroad

Vehicles can only be moved to countries within the European Union. If you’re moving within the EU, please contact us. We’ll review your information and send out an authorisation letter entitling you to take the car with you.

You can contact us by:

Phone: 0370 847 0700

Yes, but you need to ensure you have a V5 logbook, insurance and repair and maintenance details (if applicable) with you.

Servicing agreement and warranty

Please contact our Customer Assistance Team on + 00 800 9777 7777*, Monday to Friday 8:00am – 6:00pm. They can help you with all warranty queries. Alternatively, you can contact your local Retailer.

*International freephone number.

Simply phone our Driver Assistance Line on 0370 242 6200.

VAT FAQs for Consumers

A: The new rate of VAT is 20% and will apply from the 4th January 2011. This means that all vehicles which qualify for VAT and were purchased on or after the 4th January 2011 will be sold at 20% VAT. This includes qualifying vehicles on finance products.

How will the VAT change affect me?

A: If you financed your vehicle on a Contract Hire, Operating Lease or Finance Lease agreement, you pay 17.5% VAT on your rentals. However, from the 4th January 2011, rentals will be subject to VAT at the increased rate of 20%.

Who should I contact?

How do I make a complaint about the sale of my Payment Protection Insurance?

Please contact the Retailer that sold you the policy.

If your policy was sold by a Mercedes-Benz Retail Group retailer, please contact Mercedes-Benz Finance directly on 0370 847 0700, or writing to:

Mercedes-Benz Finance
Tongwell
Milton Keynes 
MK15 8BA
email: customerservices-mbfs@daimler.com

If you submit a complaint we would be grateful if you could please complete the below PPI questionnaire to assist us with investigating your complaint.

PPI questionnaire

How do I make a complaint about Pinnacle Insurance plc and my PPI cover?

Payment Protection Insurance is underwritten by Pinnacle Insurance plc. Please contact them for Payment Protection Insurance complaints by calling 0870 720 0742

If you have a problem with a service, you can write to the: 

Customer Relations Manager
Cardif Pinnacle
Pinnacle House
A1 Barnet Way
Borehamwood
WD6 2XX

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).

Would I receive compensation if Pinnacle Insurance plc were unable to meet its liabilities?

Pinnacle Insurance plc is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

How do I make a complaint about the sale of my Minor Damage Insurance?

Please contact the Retailer that sold you the policy.

How do I make a complaint about a claim or the administration of my Minor Damage Insurance?

Minor Damage Insurance is underwritten by AmTrust Europe Limited and is administered by AutoProtect (MBI ) Ltd. Please contact AutoProtect on 0871 384 1167.

You can also write to AutoProtect 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).

Would I receive compensation if AmTrust Europe Limited was unable to meet its liabilities?

AmTrust Europe Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends upon the type of insurance and the circumstances of the claim.

Who should I contact?

For more information please visit our Payment Protection, Protection and Protection Plus Insurance complaint page.

How do I make a complaint about the sale of my GAP Insurance?

Please contact the Retailer that sold you the policy.

Following an update to our GAP Insurance offerings, there is now 2 potential administrators for GAP Insurance, please select the one that applies to you.

MAPRE Asistencia (Policies sold between 2008 and March 2014)

How do I make a complaint about MAPFRE Asistencia and my GAP Insurance cover?

Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistencia, please contact them by calling their administrator, MAPFRE Abraxas on 0845 136 8440.

If you have a problem with a service, you can write to:

Abraxas Insurance Administration Services Limited.
Unit 1& 2 Buckingham Court,
Beaufort Park,
Almondsbury,
Bristol,
BS32 4NF.

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).

Would I receive compensation if MAPFRE Asistencia was unable to meet its liabilities?

MAPFRE Asistencia is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

Who do I need to contact?

Please contact the Claims Department by calling 0800 056 8806.

For claims related to Payment Protection Insurance please call 0870 720 0742, or for Protection and Protection Plus Insurance claims please call 0870 729 6127.

Please contact the Minor Damage Insurance Claims Team by calling 
0871 384 3182.

Please contact the Claims Department by calling 0845 136 8440.

Please note: Mercedes-Benz Financial Services UK Limited only accepts debit card payments over the telephone. Unfortunately we do not accept credit card payments.

Mercedes-Benz Finance is a trading name of Mercedes-Benz Financial Services UK Limited.Registered in England No 2472364. A Daimler Company. Tongwell, Milton Keynes MK15 8BA, United Kingdom

Prior to collection

If you have an Agility, Operating Lease or Contract Hire agreement and decide that you do not wish to keep the car we will be in touch to discuss the return of your Mercedes-Benz. We'll contact you six months and three months prior to the end of your agreement, telling you what your options are and what steps you need to take. Please visit the Vehicle Return Standards section to find out what you need to do to return your car.

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

No, but you must ensure there is enough fuel to drive 90 – 120 miles. This is approximately three gallons, or a quarter of a tank full.

At the beginning of your agreement you received a welcome pack which featured a section on Vehicle Return Standards, and included a useful tool to help appraise your vehicle. This outlines the condition in which you need to return your Mercedes-Benz in order to avoid damage charges. Alternatively, you can find this information in the Vehicle Return Standards online section.

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. Lines open Monday to Friday 8.30am – 5.00pm.

V5 (Log Book), Service History and the spare keys. You should send the V5 to us before your vehicle is collected. We’ll contact you six months and three months prior to the end of your agreement with specific details about what you need to do. 

For queries relating to your V5c, please call us on 0370 121 0535. 
Lines open Monday to Friday 8.30am – 5.00pm.

What should I do with this when I hand back my vehicle?

You can transfer this number plate to another vehicle, or 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. They’ll provide you with a new registration number, which you should attach to your Mercedes-Benz prior to collection. This will enable you to retain your cherished plate and avoid having it sold together 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.

If you have an agreement which gives you the option of returning your Mercedes-Benz when your agreement ends, it’s important to keep your V5c safe, have your Mercedes-Benz serviced and retain your service history.

This depends on which V5 version you have:
V5 form – please complete the red section (section 3).
V5c form – please complete the yellow section (section 9).

For queries relating to your V5c, please call us on 0370 121 0535.
Lines open Monday to Friday 8.30am – 5.00pm.

Your vehicle should be returned with a valid MOT, if the MOT is out of date, you may be charged a fee.

Yes, but you will be charged for any extra days’ rental. This charge varies, depending on your individual circumstances. Please contact our Customer Services Team. 

You can contact us on 0370 847 0700.
Lines open Monday to Friday 8.30am - 5.00pm.

Yes. Our collection agents can pick up cars without the RFL.

Collecting your car

Certainly. Just call our collection agents on 0370 121 0535 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. To find out what this amount will be, call the number above.

A couple of weeks before your agreement maturity date, they will contact you to arrange the return of your vehicle.

We normally advise that collection will take place between office hours. However, we can ask the driver to call with an estimated time of arrival. In exceptional circumstances, we may be able to arrange AM or PM collections.

This is only possible if you hold an Operating Lease or Agility agreement. For more information, please call Customer Services.

You can contact us on 0370 847 0700.
Lines open Monday to Friday 8.30am - 5.00pm.

No. Someone must be present with the vehicle to carry out the handover and sign the paperwork.

The driver will carry out a safety inspection to ensure the vehicle is roadworthy. This is not a secondary inspection.

Contact Customer Services at our De-fleet Team on 0370 121 0535,
Monday to Friday 8.30am – 5.00pm. If an agent arrives later than 7.30pm, you can refuse to hand over the car.

After returning your car

What should I do?

Call our De-fleet Team on 0370 121 0535,
Monday to Friday 8:30am – 5:00pm. They’ll be happy to help you with your enquiry.

Who can I contact to discuss this?

Contact our De-fleet Team on 0370 121 0535,
Monday to Friday 8.30am – 5.00pm. They’ll be happy to help you with your enquiry.

What should I do?

No, all phone kits and extras must be removed prior to return.

Any holes should be repaired to our Vehicle Return Standards. We will, unfortunately, have to charge for any damage to the vehicle.

Can you send them back to me?

Certainly. We’ll check the vehicle and if the items are there, we’ll be happy to send them back. Just call us on 0370 240 1110,
Monday to Friday 8.30am - 5.00pm.

The vehicle comes back to us and is then sold to our sister company, Daimler AG Retail. The vehicle is then sold at retail sites. If the vehicle is not acceptable for retail sale, it will go to auction.

Please note: Mercedes-Benz Financial Services UK Limited only accepts debit card payments over the telephone. Unfortunately we do not accept credit card payments

Who should I contact?

How do I make a complaint about the sale of my Payment Protection Insurance?

Please contact the Retailer that sold you the policy.

If your policy was sold by a Mercedes-Benz Retail Group retailer, please contact Mercedes-Benz Finance directly on 0370 847 0700, or writing to:

Mercedes-Benz Finance
Tongwell
Milton Keynes 
MK15 8BA
email: customerservices-mbfs@daimler.com

If you submit a complaint we would be grateful if you could please complete the below PPI questionnaire to assist us with investigating your complaint.

PPI questionnaire

How do I make a complaint about Pinnacle Insurance plc and my PPI cover?

Payment Protection Insurance is underwritten by Pinnacle Insurance plc. Please contact them for Payment Protection Insurance complaints by calling 0870 720 0742

If you have a problem with a service, you can write to the: 

Customer Relations Manager
Cardif Pinnacle
Pinnacle House
A1 Barnet Way
Borehamwood
WD6 2XX

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).

Would I receive compensation if Pinnacle Insurance plc were unable to meet its liabilities?

Pinnacle Insurance plc is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

How do I make a complaint about the sale of my Payment Protection Insurance?

Please contact the Retailer that sold you the policy.

If your policy was sold by a Mercedes-Benz Retail Group retailer, please contact Mercedes-Benz Finance directly on 0370 847 0700, or writing to:

Mercedes-Benz Finance
Tongwell
Milton Keynes 
MK15 8BA
email: customerservices-mbfs@daimler.com

If you submit a complaint we would be grateful if you could please complete the below PPI questionnaire to assist us with investigating your complaint.

PPI questionnaire

How do I make a complaint about Pinnacle Insurance plc and my PPI cover?

Payment Protection Insurance is underwritten by Pinnacle Insurance plc. Please contact them for Payment Protection Insurance complaints by calling 0870 720 0742

If you have a problem with a service, you can write to the: 

Customer Relations Manager
Cardif Pinnacle
Pinnacle House
A1 Barnet Way
Borehamwood
WD6 2XX

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).

Would I receive compensation if Pinnacle Insurance plc were unable to meet its liabilities?

Pinnacle Insurance plc is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

How do I make a complaint about the sale of my Minor Damage Insurance

Please contact the Retailer that sold you the policy.

How do I make a complaint about a claim or the administration of my Minor Damage Insurance?

Minor Damage Insurance is underwritten by AmTrust Europe Limited and is administered by AutoProtect (MBI ) Ltd. Please contact AutoProtect on 01279 456500.

You can also write to AutoProtect 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).

Would I receive compensation if AmTrust Europe Limited was unable to meet its liabilities?

AmTrust Europe Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends upon the type of insurance and the circumstances of the claim.

Policies sold from March 2014 onwards.

How do I make a complaint about the sale of my GAP Insurance?

Please contact the Retailer that sold you the policy.

Following an update to our GAP Insurance offerings, there is now 2 potential administrators for GAP Insurance, please select the one that applies to you.

MAPRE Asistencia (Policies sold between 2008 and March 2014)

How do I make a complaint about MAPFRE Asistencia and my GAP Insurance cover?

Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistencia, please contact them by calling their administrator, MAPFRE Abraxas on 0845 136 8440.

If you have a problem with a service, you can write to:

Abraxas Insurance Administration Services Limited.
Unit 1& 2 Buckingham Court,
Beaufort Park,
Almondsbury,
Bristol,
BS32 4NF.

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).

Would I receive compensation if MAPFRE Asistencia was unable to meet its liabilities?

MAPFRE Asistencia is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

AutoProtect (MBI) Limited (Policies sold from March 2014 onwards)

How do I make a complaint about AutoProtect (MBI) Limited and my GAP Insurance cover?

Combined GAP Insurance and Lease GAP Insurance are both underwritten by AutoProtect (MBI) Limited, if your documents state this administrator please contact them by calling, AutoProtect (MBI) Limited on 01279 456500.

If you have a problem with a service, you can write to:

AutoProtect (MDI) Ltd.
Warwick House
Roydon Road
Harlow
CM19 5DY

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

Would I receive compensation if AutoProtect (MBI) Limited was unable to meet its liabilities?

AutoProtect (MBI) Limited is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

Who do I need to contact?

Please contact the Claims Department by calling 0800 056 8806.

Please contact the Minor Damage Insurance Claims Team by calling 01279 456507.

Please contact the Alloy Wheel Insurance Claims Team by calling 01279 456507.

Please contact the Retailer that sold you the policy.

How do I make a complaint about a claim or the administration of my Alloy Wheel Insurance?

Alloy Wheel Insurance is administered by AutoProtect (MBI ) Ltd. Please contact AutoProtect on 01279 456500.
Alloy Wheel Insurance is underwritten by Lloyds Syndicate 5820 which is managed by ANV Syndicates Limited on behalf of AutoProtect (MBI) Limited. 

If you have a problem with a service, you can write to:

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).
Would I receive compensation if AutoProtect (MBI) Limited was unable to meet its liabilities?

AutoProtect (MBI) Limited is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

Mercedes-Benz Motor Insurance is arranged by Daimler Insurance Services UK Limited and underwritten by Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Aviva Insurance Limited are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Combined GAP Insurance and Lease GAP Insurance are accepted and underwritten by Lloyd’s Syndicate 5820 which is managed by ANV Syndicates Limited on behalf of AutoProtect (MBI) Limited. ANV Syndicates Limited 1 Minster Court, Mincing Lane , 4th Floor, EC3R 7AA is authorised by the Prudential Regulation Authority ( PRA) and regulated by the Financial Conduct Authority ( FCA) and the Prudential Regulation Authority. AutoProtect (MBI) Ltd is authorised and regulated by the Financial Conduct Authority. FCA No. 312143.

Minor Damage Insurance can only be purchased before you take delivery of your vehicle. This insurance is underwritten by Lloyd’s Syndicate 5820 which is managed by ANV Syndicates Limited. The insurer is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority

Below is a list of questions and answers concerning further finance queries:

European Consumer Credit Directive

The European Consumer Credit Directive (ECCD) – which may also be referred to as the Consumer Credit Directive (CCD) – is being brought in across Europe to establish common consumer credit practices. From a UK perspective, this Directive will amend and update the Consumer Credit Act.

Effective from the 1st February 2011, the ECCD will apply to the following:
• Customers who purchase vehicles through Hire Purchase and Agility, who are either
• Private Individuals borrowing up to and including £60,260, or
• Small Businesses (Sole Traders and Partnerships of 3 or less) borrowing up to and including £25,000 where a business user exemption has been signed.

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

A: For consumer credit activity, MBFS is 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.

Right of Withdrawal

As of 1 February 2011, the 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 (excluding the date the agreement was signed) of signing the finance agreement.

You will be asked to pay the balance financed which you can do either by Direct Debit 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, please contact our Customer Services Department on 0370 847 0700.

As of 1 February 2011, the 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 (excluding the date the agreement was signed) of signing the finance agreement.

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

If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700.

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

If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700.

You will need to pay the capital outstanding and we also reserve the right to add interest owing up and until the date settlements funds are received.

If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700.

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.

We 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.

Partial Settlements

Yes you can pay money off your agreement partially at any time.

To contact us, please contact our Customer Services Department on 0370 847 0700.

Direct Debit only.

If you wish to partially settle your finance agreement, please contact our Customer Services Department on 0370 847 0700.

Please contact our Customer Services Department to talk through the options.

If you wish to partially settle your finance agreement, please contact our Customer Services Department on 0370 847 0700.

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

If you wish to partially settle your finance agreement, please contact our Customer Services Department on 0370 847 0700.

Amortisation Statements

The ECCD allows you to request an Amortisation Statement. 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 on 0370 847 0700 who will arrange this on your behalf.

Transitional Periods

From the 1st February 2011, customer’s who took out finance agreements with us on or after the 11th June 2010 (where the finance agreement falls within the parameters of the ECCD) are able to request:

• Partial Settlements, and
• Amortisation Statements

General Questions

Please contact our Customer Services Department on 0370 847 0700, you can also refer to the ‘Contact Us’ page.

Mercedes-Benz Finance is a trading name of Mercedes-Benz Financial Services UK Limited. Registered in England No 2472364. A Daimler Company. Tongwell, Milton Keynes MK15 8BA, United Kingdom