Your Agreement


Here we answer your most frequently asked questions about your agreement with us. This information applies to all types of agreements with us. However, Personal Contract Purchase customers can find additional information about their agreement below. If you can't find what you are looking for, please get in touch.

During my agreement

You can find information about your last and next monthly payment amount on the homepage of your online account. Log in to your online account and click ‘Home’ in the navigation to view the page.

You can also find information about your monthly payment amount, including your final payment amount, in your copy of your agreement.

If you have a PCP agreement with us, the ‘Optional final payment’ is shown on the homepage of your online account and in your agreement.

If you have taken a payment holiday, this may have an impact on your monthly and final payment. 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

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 

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 > 

Looking after my vehicle

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 

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 > 

Ending your agreement

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 can settle your agreement at any time online. Learn more in our Make a payments FAQs.

You can end the agreement at any time by giving us written notice. This is called Voluntary Termination. If you do so, you must follow the terms set out in your agreement.

Personal Contract Purchase agreement 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.

While we own the vehicle, we need you to look after it. 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 

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 will be asked to make a Final Optional Payment. This amount is detailed in your agreement and on the homepage of your online account.

Your options are:

1) Own your vehicle 

Own the vehicle outright by paying the Optional Final Payment. A purchase fee of £10 is included, as well as any fees or charges payable under the agreement.

If you have taken a payment holiday, this may have an impact on your Optional Final Payment amount. 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.

2) Return your vehicle 

You have the option to return the vehicle at the end of your agreement. To avoid incurring charges, the vehicle needs to be in good condition and within the permitted maximum mileage. Please see your copy of your agreement.

If you choose this option, we will arrange for our representative to collect the vehicle and complete a vehicle condition and mileage report. 

You will also have received a copy of the Good Condition Guide when we sent your original agreement to you. If you need any further information, please get in touch.

3) Change your vehicle 

Changing your vehicle at the end of your agreement is simple and easy. You can part exchange your vehicle, choose another vehicle, and authorise your dealer to settle your agreement on your behalf.

If you do this, any new credit agreements are subject to status. If the vehicle is worth less that the Optional Final Payment, this will leave you with a shortfall to pay before starting a new agreement. Please ensure that your dealer pays the settlement amount for your current vehicle, as you remain liable for your agreement until we receive the full settlement amount.

If you have taken a payment holiday, this may have an impact on the amount you need to pay off your existing agreement. 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

Get in Touch​​​​​​​

We provide a lot of advice and support on our dedicated Help Centre. However, we’re here if you need to speak to us. 

Make a payment FAQs​​​​​​​

Looking for ways to pay? Need support getting a settlement amount? Find answers to the most frequently asked questions about payments. 

Complaints​​​​​​​

If there's a problem with our products or service, let us know and we'll try to solve it as quickly as possible. 

Managing your account FAQs

Need to add a new phone number? Need help requesting a statement or changing your payment day? Other topics include support creating an online account and help with log in problems.

Money worries

Whatever life throws at you, we’re here to help. Get support with money worries.