Your agreement FAQs

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

Looking after my vehicle

Ending my 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 end your agreement at any time. If you’d like to do this, you may have a balance owing on your agreement that you’ll need to pay when your agreement ends. Please call us on 0344 824 8888 so we can explain what this means for you and talk through your options together. Our lines are open between 8.30am and 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.

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.

  • 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.

     

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Make a payment FAQs​​​​​​​

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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.

Managing your online account