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Frequently Asked Questions

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FAQs

Your Finance Agreement
  • Your Finance Agreement
  • End of your Finance Agreement
  • Servicing and Warranty
  • Insurance
  • Know your rights
  • Complaints
  • Further FAQs
  • Changing my Details
    • What should I do if my personal information changes?

      If any of your details change, such as: your name, address or contact details please let us know so that we can keep our records up to date.

      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 here 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.


    • What should I do if my bank account changes?

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

      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 here 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.


    • Can I change my payment date?

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

      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 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.


    • Who can I obtain information or amend details on my Finance Agreement?

      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.


    • I want to add a contact person to my finance agreement, how would I go about setting this up?

      If you would like to authorise someone to be a contact on your agreement please email customerservices-mbfs@daimler.com or call 0370 847 0700. Please be aware that a contact will not be able to make any changes to the agreement, only the contract holder can make changes.

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


  • Outstanding Balance

    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 847 0700

  • Direct Debit Queries
    • When will my first direct debit be taken?

      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 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.
      Manage your agreement online


      Register to Mercedes me

    • Can I change the date my monthly instalment is debited?

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

      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 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.

    • How much is my monthly payment?

      There are a few ways to find out how much your monthly payments are:

      1. Your monthly payments are detailed on your agreement under the ‘Key Financial Information’ heading.

      2. 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.

      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.


    • My Direct Debit has been rejected. Will you re-request the money from my bank again?

      Your bank will inform us that your Direct Debit has been rejected. We will request the payment required from your account, if the first attempt fails we will make two further attempts to take payment from you.

      After each attempt we will write to you informing you of this. If the rejection is due to a lack of funds in your account, your bank may charge you every time we request payment. You can pay the missing amount over the phone by debit card by calling 0370 241 6225, 24 hours a day 7 days a week.

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

      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 please click here 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.

    • What happens to my Direct Debit at the end of my agreement?

      Once your final payment has cleared we will no longer bill your account for your monthly rentals. You may also wish to contact your bank to cancel your mandate to ensure no further amounts are debited.

  • Change of Registration Number

    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.

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

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

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

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

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

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

      • Your 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.

    • London Congestion Charges

      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.

    • Dart Charge (Dartford Crossing Charge)

      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
  • Statements and Invoices
    • When will I receive my next annual statement?

      You will receive your annual statement within 30 days of your contract anniversary date if you have a regulated Hire Purchase or Agility agreement. For unregulated agreements, you can contact Customer Services and request the payment history of your account.

      If you have any questions relating to your annual statement please email customerservices-mbfs@daimler.com or call 0370 847 0700.

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

    • Where can I get a statement of my payments to date?

      Customer Services will be happy to provide you with a statement of your payments to date.

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

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

    • Will I receive an Annual VAT Invoice?

      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.

  • What is your 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.

    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.


Vehicle Return Standards

If you have an Agility, Operating Lease or Contract Hire agreement, find out what to do before returning your vehicle, examples of acceptable wear and tear and illustrations of chargeable damages.

Vehicle Return Standards

Contact Us

We pride ourselves on excellent customer service. If there is anything we can do to help you, our dedicated support team will happily help you with your query.

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