Your agreement FAQs

You can find your APR on the homepage of your online account. Click ‘Home’ in the navigation to view the page.

Your APR is also detailed in your copy of your agreement. There’s more information about APR on our Managing your account FAQs.

If your monthly payment is late or you miss a payment, we will write to you explaining your options and information about any late payment interest, fees and charges that may apply. You can also find information about fees and charges in your copy of your agreement.

If you’re experiencing money worries, it’s important you get help and support as soon as possible. We have a dedicated service to help you as well as information on third parties who can provide support. Learn more about Money Worries help and support >

You may be able to change your payment day online. To learn more about changing your payment day, please read our Managing your account FAQs.

If your bank account details change, it’s important you tell us so you can continue to make your monthly payments.

You can update your Direct Debit details online. To learn more about changing your Direct Debit details, please read our Managing your account FAQs.

You can change your postal address online. To learn more about changing your postal address, please read our Managing your account FAQs.

If you have recently changed your name, this will need to be updated on your agreement. Please call us on 0344 824 8888 (lines are open Monday to Friday 8:30am to 6:00pm and Saturday 9:00am to 1:00pm).

If the finance or mileage on the finance agreement is wrong, please contact the dealership where you bought your goods from. We'll work with them to make sure your paperwork and any mistakes are put right as quickly as possible.

The deceased’s next of kin or executor will need to contact us with the following information:

• Contact details
• Date of death

We will then talk through the next steps and options available. On the call, we will request a copy of the deceased’s death certificate.

If you wish to nominate a third party to speak to us on your behalf, you will need to get in touch with us.

Please see your agreement for a list of fees and charges.

Please also refer to any letters you have received from us. For example, if you have taken a payment holiday, we will have written to you explaining any extra amount you may have to pay.

If you need help and support understanding your fees and charges, please get in touch.

You can read the full terms of your agreement in the customer welcome pack we sent you at the start of your agreement with us.

If you have lost your copy of your agreement and need to request a copy, get in touch and we can send one to you.

Our number one priority is to provide you with the highest level of customer service. If there's a problem, let us know and we’ll try to solve it as soon as possible. Visit our Complaints page >

Yes. You must keep the vehicle insured comprehensively against all risks for its full replacement value. If the vehicle is a motorcycle, you must have at a minimum, third party, fire and theft insurance for the full replacement value.

Yes. While we own the vehicle, we need you to look after it. For more information, please see your copy of your agreement.

You must keep the vehicle:

• Under your day-to-day control
• In good condition and repair for its age and mileage at your own expense​​​​​​​
• Serviced according to the manufacturer's recommendations and any warranty

You must also keep the servicing record and registration document up to date and in your possession.

Yes, you will have to pay any fines or penalties relating to the vehicle. For more information, please see your copy of your agreement.

No, the DVLA will tell us the details and we’ll update our records.

If this happens, you must call us straight away on 0344 824 8888. Please see your copy of your agreement for more information.

If this happens, you must call us straight away on 0344 824 8888. Please see your copy of your agreement for more information.

You can take your vehicle abroad for up to 28 days at a time. If you want to take your vehicle abroad for longer, you will need to get permission from us first by getting in touch.

The vehicle must be comprehensively insured for travel abroad, against all risks for its full replacement value. If your vehicle is a motorcycle, you must have at a minimum, third party, fire and theft insurance for the full replacement value.
​​​​​​​
Please also see the Gov.uk website for information on vehicle insurance whilst travelling abroad.

Yes you can. 

If your agreement is for personal use, it's probably regulated by the Consumer Credit Act 1974. Check your original agreement to see.

If your agreement is not regulated (your vehicle is for business use), you have the option to voluntary surrender and return the vehicle.

You can voluntary terminate at any point before your agreement has ended and return the vehicle to us. How much you've already paid will decide how much you have left to pay. 

See our voluntary termination guide

Your agreement ends when you have made all the payments due under your agreement, including any fees or charges payable under the agreement.

If you have a Hire Purchase agreement with us, when you finish your monthly payments, you will become the owner of the vehicle. The final payment will include a £10 purchase fee, as well as any fees or charges payable under the agreement.

If you have a Personal Contract Purchase (PCP) agreement with us, you will need to pay the Optional Final Payment to own the vehicle. Please read our PCP frequently asked questions below for your options at the end of your PCP agreement.

If you have taken a payment holiday, this may have an impact on when your agreement ends. We wrote to you explaining these changes and you can see updated information on your account homepage by logging in. Click ‘Home’ in the navigation to view the page. If you need more help and support, please get in touch.

Yes, you have the right to end your agreement at any time and hand the vehicle back. 

One of the options is voluntary termination. You can get more information in our voluntary termination guide

Everyone’s situation is different, so please call us on 0344 824 8888 and we can explain what this would mean for you and look at your options together.

We’re here 8.30am to 6pm, Monday to Friday, and 9am to 1pm Saturdays. 

We are the legal owners of the vehicle until your agreement is paid in full. You can sell it privately, but you must settle your agreement with us in full before you do so. Find out how you can settle your agreement with us in the Settlements section of our Make a Payment FAQs.

If a third party or dealer is settling your agreement, we’ve got more information about what they need to do in the Settlement section of our Make a Payment FAQs.

If you’re unsure whether you have a Personal Contract Purchase (PCP) with us, you can find this information on the homepage of your online account.

You can find your permitted maximum mileage in your copy of your agreement.

​​​​​​​You can also find your annual mileage amount on the homepage of your online account.

If you exceed your permitted maximum mileage you will need to pay an excess mileage charge. You can find information about the charge in your copy of your agreement.

You are not able to change the permitted maximum mileage on your PCP agreement. This is because it is calculated using the Guaranteed Future Value (GFV) of the vehicle when you took out the agreement.

Yes, however you must get our permission before you do so. For more information, please see your copy of your agreement.

The Optional Final Payment is the final amount paid to us if you choose to keep the vehicle/goods at the end of your PCP agreement.

​​​​​​​You can find this amount on the homepage of your online account. You can also find this amount in your copy of your agreement.

At the end of your PCP agreement with us, you’ll be asked to decide what you’d like to do next.

Your options are:

1) Own your vehicle 

Once you've paid the final repayment in full, the vehicle is yours. The amount you'll need to pay can be found in your agreement and on the homepage of your online account. You'll just need to log in or create an account. A purchase fee may be added, as well as any fees or charges payable under the agreement.

2) Refinance your vehicle 

This allows you to pay off the final lump sum monthly, over an agreed term. At the end of that term, the vehicle will be yours to keep. You’ll need to apply and agree to a credit search to see if you’re eligible. If you are, we'll change your PCP agreement to an HP.

3) Return your vehicle 

To avoid extra charges when returning your vehicle, it needs to be in good condition and within the permitted maximum mileage. Have a look at your agreement to find out what this is. If you choose to return your vehicle, we'll arrange for it to be collected, and we'll complete a vehicle condition and mileage report. Have a look at the Good Condition Guide that you received with your original agreement. 

4) Change your vehicle 

If you'd like something different, you can part exchange your vehicle. Choose another vehicle and authorise your dealer to settle your agreement. Any new credit agreements are subject to status. If the vehicle is worth less than the final repayment, you'll need to pay the difference first. Please make sure that your dealer pays the settlement amount for your current vehicle, as you’re still liable for your agreement until it's paid in full.

If you've taken a payment holiday, this may affect the amount needed to pay off your existing agreement. You can see the updated information on your account home page. Either log in or create an account. 

If you’ve got any questions, just get in touch with us.