Frequently asked questions

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.

The easiest way to update your personal details is by using Mercedes me finance, which is a part of Mercedes me. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week. You will need to register with Mercedes me before you can create a Mercedes me finance account, use the link below to register.

Alternatively, you can 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 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.

If your bank account details change, please inform us as soon as possible so it does not affect your monthly payment.

The easiest way to update your bank account information is by using Mercedes me finance, which is a part of Mercedes me. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week. You will need to register with Mercedes me before you can create a Mercedes me finance account, use the link below to register.

Alternatively, You can update your bank details by completing a new Direct Debit mandate and email it to customerservices-mbfs@daimler.com

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.

Yes, the payment can only be delayed or brought forward by up to 10 days as long as it remains within the same month.

You can change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please see below to register.

Or you can 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.

Yes our customer portal Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week.

You will be able to:

• Update your contact details including; address, mobile/telephone number and your email address
• Amend your bank account details for your monthly instalments
• Change your monthly payment date to a more convenient day of the month for you
• Depending on your agreement type you can also request an Early Settlement quotation

Mercedes me finance is a part of Mercedes me, where you can experience innovative services and fascinating Mercedes-Benz offers.

Please note, you will need to register with Mercedes me before you can create a Mercedes me finance account. Please use the link below to register.

Can I settle my Mercedes-Benz 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 vehicle. If you have an Agility or Hire Purchase agreement, Mercedes-Benz Finance offer several ways in which you can request an early settlement quotation:

• Email - customerservices-mbfs@daimler.com
• Call - 0370 847 0700 for an automated settlement quote 24/7
• Online - with Mercedes me finance

Please note, you will need to register with Mercedes me before you can create a Mercedes me finance account. Please use the link below to register.

If you have a Finance Lease or Operating Lease agreement, a settlement can only be paid by an unconnected third party. Please email Customer Services customerservices-mbfs@daimler.com or call 0370 847 0700 for your settlement quote.

Opening hours Monday to Friday 08.00am – 6.00pm,
Saturday 10:00am-5:00pm, Sunday 11.00am – 5.00pm.

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

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.

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

If your vehicle 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 vehicle 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.

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.

Driving abroad

The vehicle 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 vehicle has fully comprehensive insurance and covers you for European travel.

If Mercedes-Benz Financial Services is the registered keeper of the vehicle 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.

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

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.

Servicing and warranty

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

Extended Warranty

Mercedes-Benz Extended Warranty is available either online at www.mercedes-benzwarranty.co.uk or by calling 0345 641 9765

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.

Claims are processed directly by your Official Mercedes-Benz Repairer. There is no need to pay and reclaim.

Yes, you do. As this is an insurance, it is part of the terms and conditions of purchase but don’t forget, by doing so, not only will you be guaranteed your vehicle is worked on by factory trained technicians, using GenuineParts and equipment, but you will also have the unique Mercedes-Benz 30 year Roadside Assistance programme re-validated as well as the latest software enhancements.

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.

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

If you wish to register a complaint regarding your Mercedes-Benz Extended Warranty, please contact us on 020 8603 9853, Open 8.00am to 6.00pm Monday - Friday and 9.00am – 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

If you sell your vehicle 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.

If you sell your vehicle, 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 vehicle is being sold to a dealership.

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

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.

Changing my details

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.

The easiest way to update your personal details is by using Mercedes me finance, which is a part of Mercedes me. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week. You will need to register with Mercedes me before you can create a Mercedes me finance account click the link below to register.

Alternatively, you can 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 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.

If your bank account details change, please inform us as soon as possible so it does not affect your monthly payment.

The easiest way to update your bank account information is by using Mercedes me finance, which is a part of Mercedes me. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week. You will need to register with Mercedes me before you can create a Mercedes me finance account. Click the link below to register.

Alternatively you can update your bank details by completing a new Direct Debit Mandate and email it to customerservices-mbfs@daimler.com.

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.

Yes, the payment can only be delayed or brought forward by up to 10 days as long as it remains within the same month.

You can change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click the link below to register.

Or you can 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.

No one can obtain information on any account without written or verbal confirmation from the agreement 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 agreement 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.

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.

If you would like to find out how much is outstanding on your finance agreement please use the following methods:

Contact Customer Services by email customerservices-mbfs@daimler.com or telephone 0370 241 6225

Direct Debit queries

This will depend on which Mercedes-Benz finance agreement you have.

• For Personal 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, as well as change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click here to register.

Or you can 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.

Manage your agreement online
Register to Mercedes me

Yes, the payment can only be delayed or brought forward by up to 10 days as long as it remains within the same month.

You can change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click the link below to register.

Or you can 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.

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. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click the link below to register.

3.Email our Customer Services team at customerservices-mbfs@daimler.com or call 0370 847 0700 who will be happy to help with your query.

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

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.

You will need to inform us of any changes at least ten days before your next payment date. For your convenience, you can complete Direct Debit mandate form and return it to us.

Alternatively, you can update your bank details using Mercedes finance me. Mercedes finance me allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, seven days a week, Mercedes finance me is a part of Mercedes me, please click the link below to register.

You can also 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.

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.

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 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.

Download change of registration form

Annual Mileage Change

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 vehicle 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.

Fines and Charges

I have a parking/ speeding fine, what should I do?
If you are the registered keeper of the vehicle, any parking or speeding fines will be sent directly to you. Please ensure you pay any fines straight away.

If Mercedes-Benz Financial Services are the registered keeper of the vehicle 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 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.

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.

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

If Mercedes-Benz Financial Services are the registered keeper of the vehicle and receive a London congestion charge fine against your vehicle 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.

If you are the registered keeper of the vehicle, 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 Financial Services are the registered keeper of the vehicle and receive a dart charge against your vehicle 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.

Financial difficulties

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.

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.

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.

Statements and Invoices

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.

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.

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.

Bereavement process

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. That is why we have a dedicated team ready to help.

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. That is why we have a dedicated team ready to help.

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.

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

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.

Six months before the end of your agreement you will receive a maturity pack explaining your next steps. Depending on your agreement type you will have various options available to you, please select your agreement type which will give more detail about the end of agreement options for your vehicle.

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.

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.

The Optional Purchase Payment in due on the last day of your agreement, by paying this you will own the vehicle 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.

If you have informed us of your intention to return your vehicle our logistics company British Car Auctions (BCA) will be in touch to discuss the return process.

You can also contact our Customer Services team on 0370 847 0700 to discuss your return options at any point during your contract.

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

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

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

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

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

There must be enough fuel to drive 90 – 120 miles. This is approximately three gallons, or a quarter of a tank full.

Our Vehicle Return Standards will show you what we define as fair wear and tear on your vehicle, these outline the condition in which you need to return your Mercedes-Benz in order to avoid additional charges. This can be found here along with some hints and tips to keep your vehicle in good condition. At the beginning of your agreement you would have also received a welcome pack, which includes a section on our Vehicle Return Standards as well as a useful tool to help appraise your vehicle.

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

Depending on your agreement type you might need to return your vehicle to us. When it is time to return your vehicle there are a few key documents that you must bring with you, these include:

• V5C logbook (except if we retain this, for instance with Contract Hire agreements).
• Service history documents
• The spare keys

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

You have two options you can choose from in order to maintain your personalised/cherished number plate. The first option is to transfer this number plate to another vehicle, and your second option is to keep the number plate on retention until you have another car to put it on.

To remove your personal number plate, contact the DVLA by calling 0300 790 6802 or visit the DVLA website.

They will provide you with a new registration number, which you should attach to your Mercedes-Benz 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.

Unfortunately if a valid V5C is not sent back to us on return of your vehicle we will continue to charge you the monthly payment until it is returned, this is because we cannot sell the vehicle without the V5C, and we will incur depreciation and stocking costs.

A missing service history will mean we will have to charge you between £100 – £900, depending on the model of your Mercedes-Benz.

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

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.

Yes, your vehicle must have a valid MOT and service upon its return.
Please note that services must meet Mercedes-Benz standards, as this can help avoid or reduce any additional fees that may occur when returning your vehicle.

Certainly. Just call our collection agents on 0370 121 0535 between 8.30am – 5.00pm Monday to Friday at least two working days before your previously agreed collection date.

Please note, if you request to change your collection date less than two working days before your pre-agreed collection date, there will be a cancellation charge and you will be liable for any additional days you continue to use the vehicle.

We will contact you 30 days prior to your maturity date, to arrange a convenient time with you for the vehicle inspection & collection date. If you have any queries relating to changing your collection date, please call Customer Services on 0370 847 0700, we are open between 8.00am-6.00pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

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-6.00pm Monday to Friday, 10.00am-5.00pm Saturday and 11.00am-4.00pm Sunday.

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

Yes, the driver will carry out a visual safety inspection to ensure the vehicle is roadworthy, please note that this is not a secondary inspection.

Contact BCA on 0370 121 0535 and they will inform you of the whereabouts and estimated time of arrival for your driver.

We are sorry that you are unhappy with your Vehicle Inspection Report. If you make your inspector aware of your dispute we will arrange an Executive to contact you to discuss. Alternatively, you can call our De-Fleet team on 0370 240 1110 between 8.30am – 5.00pm Monday to Friday and we will answer any queries you may have.

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.

Any phone kits or additional modification must be removed prior to collection.

You should also repair any holes or damage made to the vehicle to meet our Vehicle Return Standards. We will, unfortunately, place fines for any damage to the vehicle that are not considered fair wear and tear.

Certainly, whilst we can not take responsibility for any items left in your vehicle, we will arrange for the vehicle to be inspected and any items found belonging to you will be sent back. Please Contact our De-fleet Team on 0370 240 1110 between 8.30am – 5.00pm Monday to Friday.

I want to make a claim

If you need to make a Motor Insurance claim in the UK please call:
0344 4933 231
If you are abroad please call:
+44 191 2889844. 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
• Vehicle registration
• Other relevant information to make your claim

If you would like to report a claim, please contact our Claims Department on 01279 456 507. Open 9.00am – 5.00pm Monday to Friday and Saturday 09.00am – 12.00pm

To ensure your claim can be processed, please ensure you have the following details ready;
• Your policy number
• Vehicle registration
• Current mileage

If you would like to report a claim, please contact our Claims Department on 01279 456 507. Open 9:00am - 5:00pm Monday to Friday and Saturday 09:00am - 12:00pm

To ensure your claim can be processed, please ensure you have the following details ready;
• Your policy number
• Vehicle registration
• Current mileage

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.

To ensure your claim can be processed, please ensure you have the following details ready;
• Your policy number
• Vehicle registration

If you would like to report a claim, please contact our Claims Department on 01279 456 507. Open 9:00am - 5:00pm Monday to Friday and Saturday 09:00 - 12:00

To ensure your claim can be processed, please ensure you have the following details ready;
• Your policy number
• Vehicle registration
• Current mileage

Motor insurance questions

There are also certain vehicle types that may require a tracker, please call our customer contact centre on 0345 600 2180 for further information.

Yes we can offer discount for private vehicle users who are insured at the same address. Please call our customer contact centre on 0345 600 2180 for further information.

Yes, we are able to offer a mirrored No Claims Discount on a second vehicle subject to meeting our criteria. For further information please call 0345 600 2180.

Yes, we are able to accept company vehicle No Claims Discount subject to meeting our criteria. For further information please call 0345 600 2180.

Once you have activated your 7 day complimentary cover you will be sent a confirmation email which will provide you with a link to register to our Insurance website, where you can view your 7 day cover note.

Your retailer will receive separate confirmation of your cover after it has been activated.

Yes providing you meet the required criteria, please refer to your Certificate of Motor Insurance for confirmation. If provided the cover will be third party only.

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.

We accept payment in full by Debit or Credit Card (Excluding American Express) we also offer monthly instalments this is provided my Premium Credit LTD.

We do not charge a fee to pay via Credit Card.

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 vehicles in any of these countries.

If you are looking to travel outside of the territorial limits please contact us on 0345 600 2180 Monday – Friday 8:30am – 6:15pm and 9:00am – 2:00pm Saturday.

We will insure up to the age of 90 years.

Can I transfer my Mercedes-Benz Non-Motor Insurance policies?

You may transfer at any time, any remaining period of insurance on the policy due to a change of vehicle. There is an administration fee of £35, subject to the replacement vehicle purchase price not exceeding the current pricing band of the original vehicle. You must contact the administrator within 7 days of the replacement vehicle.

Mercedes-Benz Minor Damage Insurance is not transferrable

Mercedes-Benz Alloy Wheel Insurance is not transferrable.

The vehicle can only be used outside of the UK for a maximum of 90 days per annum.

Does my Mercedes-Benz Non-Motor Insurance Product Cover Me abroad?

The vehicle can only be used outside of the UK for a maximum of 90 days per annum.

Yes, the vehicle is covered if you are within the EU, however, you must make the claim within 30 days upon noticing the damage.

To make a claim, please contact our Claims Department on 01279 456 507. Open 9.00am – 5.00pm Monday to Friday and Saturday 9.00am – 12.00pm. From there you will able to arrange a convenient time and place for when you return to the United Kingdom to carry out any repairs

To ensure your claim can be processed, please ensure you have the following details ready;
• Your policy number
• Vehicle registration
• Current mileage

Yes, the vehicle is covered if you are within the EU, however, you must make the claim within 30 days upon noticing the damage.

To make a claim, please contact our Claims Department on 01279 456 507. Open 9.00am - 5:00pm Monday to Friday and Saturday 09.00am – 12.00pm. From there you will able to arrange a convenient time and place for when you return to the United Kingdom to carry out any repairs

To ensure your claim can be processed, please ensure you have the following details ready;
• Your policy number
• Vehicle registration
• Current mileage

Will claiming on other Mercedes-Benz Insurance Products effect my No Claims Bonus on my Motor Insurance?

Mercedes-Benz Minor Damage Insurance is not transferrable

This will not affect your No Claims Bonus.

Mercedes-Benz Insurance is a trading name of Daimler Insurance Services UK Limited. Registered Office: Tongwell, Milton Keynes, MK15 8BA. Registered in England No. 3510012.We are authorised and regulated by the Financial Conduct Authority. We are an independent intermediary dealing with selected insurers in respect of annual insurance.  For mutual security calls are recorded and monitored for training purposes.

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

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 (https://ico.org.uk/).

Types of 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.

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.

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 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 continue to apply unchanged.

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.

Withdrawal

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.

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 .

Unfortunately not, you must repay the full amount 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 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.

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 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 .

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.

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.

Partial Settlements

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.

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.

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.

Statements

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.

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.

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.

Step 1 - Contact Us

Please contact our Customer Services team who will work with you to resolve your complaint. Customer Services are available by calling 0370 847 0700 between 8.00am-7.30pm Monday to Friday, 9.00am-5.00pm Saturday and 11.00am-4.00pm Sunday or by writing to us at: Mercedes Benz Financial Services UK LTD. Delaware Drive, Tongwell, Milton Keynes MK15 8BA or email customerservices-mbfs@daimler.com.

Step 2 - Our response

For complaints which can be handled and managed by our Customer Services team we will endeavour to resolve your complaint by the close of business on the next working day.

For written complaints we will provide written acknowledgement of your complaint within five working days.

However, if your complaint is more complex a thorough investigation will need to be performed which can take some time. We will endeavour to write to you with the outcome of our investigations within 10 working days following receipt of your complaint. If we need to carry out further investigations, we’ll inform you of any delay with an estimated final response date.

Step 3 - What to do if you are not satisfied

If you feel your complaint was 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, London, E14 9SR or visit their website www.financial-ombudsman.org.uk

I would like to make a complaint about my Insurance.

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 call us on 0345 600 2180 Monday to Friday 08:30-18:00 or Saturday 09:00-14:00. Alternatively please write to us at Daimler Insurance Services, Delaware Drive, Tongwell, Milton Keynes, MK15 8BA.

If you are unhappy with the outcome of your complaint you may refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone:
0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones)

Or simply log on to their website at www.financial-ombudsman.org.uk.

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.
www.financial-ombudsman.org.uk

Financial Services Compensation Scheme (FSCS).

Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

Further information about the scheme is available from the FSCS website www.fscs.org.uk, or write to:
Financial Services Compensation Scheme,
10th Floor Beaufort House,
15 St Botolph Street
EC3A 7QU.

www.fscs.org.uk

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint about Mercedes-Benz 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 info@AutoProtect.net. 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).

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint about the Mercedes-Benz 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 info@AutoProtect.net.

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).

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint regarding Mercedes-Benz GAP Insurance

Please Contact MAPRE Assistance (Policies sold between 2008 and March 2014)
Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistenica, please contact them 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).

Making a complaint about how the Product was sold

Please contact the Retailer that sold you the policy.

Making a complaint regarding Mercedes-Benz GAP Insurance

Making a complaint regarding Mercedes-Benz 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 info@AutoProtect.net. 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).