Frequently Asked Questions

Frequently Asked Questions

About Your Vehicle

What should I do if my vehicle is written off?

If your vehicle is written off you are required to carry on making your monthly payments until your insurance company has resolved the matter. Where your vehicle has been deemed a total loss your account must be settled in full once any insurance pay out has been made. Remember, if you have taken out a GAP insurance policy you may be able to make a claim.

What happens if my vehicle is stolen?

If your vehicle is stolen you are required to carry on making your monthly payments until your insurance company has resolved the matter. If you have informed us that your vehicle has been stolen but it is subsequently found and returned, please obtain a letter from your insurance company to confirm this. If your vehicle is not recovered your account must be settled in full once any insurance pay out has been made.

Can I take my vehicle abroad?

You are free to take your vehicle abroad anywhere within Western Europe for a period of up to 28 days at any one time. If you would like to travel outside of Western Europe or for a period in excess of 28 days, you must first gain written consent from Volvo Car Financial Services UK Ltd.

At The End Of Your Agreement

When are excess mileage charges applied?

Excess mileage charges can be due at the end of Personal Contract Purchase (PCP) agreements, but only in certain circumstances. Specifically if you choose to return the vehicle to Volvo Car Financial Services UK Ltd at the end of your agreement and if you have exceeded your agreed mileage limit. In such cases a pence per mile charge is applied to the number of miles by which you exceeded your limit. The pence per mile rate is set at the outset of your agreement and is clearly shown within your agreement documentation.

Can I reschedule my Optional Final Payment?

Under certain circumstances we may allow you to reschedule your Optional Final Payment. Please speak with a member of our Customer Services team if you would like to discuss this.

Do we have any financial interest in your vehicle?

You may need to confirm whether we hold any financial interest in your vehicle. You can find out by contacting Customer Services directly on 0800 085 1541 and we will be happy to assist you.

What are my options at the end of a Personal Contract Purchase (PCP) agreement?

You have three options relating to the final payment on your Personal Contract Purchase (PCP) agreement, listed below.

Retain the vehicle by paying the Optional Final Payment.

Return the vehicle, there’s nothing more to pay if the car is in good condition and within the agreed mileage terms.

Renew the vehicle, by part exchanging at a supporting retailer, using any excess part exchange value that is above the Optional Final Payment towards your deposit.

If you have any questions regarding your options you can contact our Customer Services department on 0800 085 1541.

Before You Buy

What information do I need to provide to apply for finance?

When applying for finance you will be required to supply certain personal information, as well as be able to confirm your identity.

You will need to provide a full UK driving licence. We may also ask you for a further proof of address dated within three months of submission of your application.

Acceptable proof of address includes bank or credit card statement, utility or council tax bills, or mortgage statements.

How can I check if the vehicle I am thinking of buying has finance outstanding on it?

The supplying retailer should provide this information. If for any reason you are unsure there are a number of organisations through which you can check directly, such as:

Experian

RAC

The AA

Changing Your Agreement

Can I make a lump sum payment towards my agreement?

Yes, you have the right to partially settle it at any time.

Please contact our Customer Services department on 0800 085 1541 for further information.

Can I transfer my agreement into someone else’s name?

No, this is not possible other than in exceptional circumstances. Please speak to a member of our Customer Services team if you would like to discuss this further. Please note that agreement transfers are subject to an Account Management charge.

Can I change the agreed mileage on my Personal Contract Purchase agreement?

Unfortunately we are unable to change the agreed annual mileage on a Personal Contract Purchase agreement as it is taken into consideration when calculating the Optional Final Payment of your vehicle at the outset of your agreement.

What additional fees may I have to pay?

To see our list of Account Management and Arrears Management fees please click here.

Can I change my payment date?

If you wish you may change the date on which we take payment from your account, however please note the following:
• You may only change your payment date once in a 12 monthly period.
• The first change after the inception of your agreement will be free. For further changes a fee of £25.00 will be charged, payable by card before the change is made.
• The change cannot be made within four working days of your payment date.

If you have a Personal Contract Purchase (PCP) agreement
• You may change your payment date at any time up until the Option Final Payment due date
• Your payment date can only be changed once in the entire life of your agreement as this would affect the Option Final Payment of your vehicle

If you would like to request a change to your payment date please call Customer Services directly on 0800 085 1541 where we will be happy to assist you.

Can another person talk to you about my agreement?

Under the Data Protection Act we are only permitted to talk to you about your finance agreement unless you have specifically nominated a third party to speak on your behalf. To nominate a third party please contact our Customer Services department on 0800 085 1541.

Please note that whilst we may talk to a nominated third party about your agreement, only you, as the agreement holder, are able to make any changes to the agreement.

Changing Your Details

How do I change my personal details?

For any change of name please write to us at the address shown below, submitting with your letter a photocopy of any relevant supporting documentation such as marriage certificate, decree nisi/absolute, or deed poll notice. We also require copies of your new and old signature. Please do not send original documentation.

Customer Service Department
Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey RH1 1SR

For changes to address or contact details please contact our Customer Services department by emailing CustomerServices@vcfsuk.co.uk or by calling 0800 085 1541

What should I do if I change my bank account?

It’s important that we know if you have changed your bank account so we can continue to receive your payments. For changes on individual bank accounts just call us on 0800 085 1541 and we’ll set up the direct debit over the phone. For changes to joint signatory accounts, please click here to open and print a new direct debit mandate, then post it us at;

Customer Services Department
Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey RH1 1SR

Please note, in order to collect your monthly payment on time we require a minimum of 5 working days to set up a new direct mandate.

I have recently changed my name. What do I need to do?

Please send a letter together with a photocopy of any relevant supporting documentation, such as marriage certificate, decree nisi/absolute or deed poll notice to:

Customer Services Department
Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey RH1 1SR

Please do not send any original documentation.

Ending Your Agreement Early

What will happen if I have settled my agreement and made an overpayment?

If you’ve made an extra payment by direct debit an automatic refund will be made to the bank or building society account from which the payment was taken. If the overpayment has been made by some other means, such as a bank transfer, cash, cheque or standing order, a refund will be made upon receipt of proof of the payment.

Can I make a lump sum payment towards my agreement?

Yes, you have the right to partially settle it at any time. Please contact our Customer Services department on 0800 085 1541 for further information.

If I withdraw from my agreement what will I need to pay?

You will need to pay the amount financed plus the daily interest charges. These amounts will be detailed in the payments section of your finance agreement.

What should I do if I want to withdraw from my finance agreement?

Please call our Customer Service Department within 14 days of receipt of the copy of your executed agreement from Volvo Car Financial Services UK Ltd on 0800 085 1541 to advise them you intend to withdraw from your agreement. You will then need to confirm this in writing by sending a signed letter that includes your name, address and agreement number to:

Customer Services Department
Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey, RH1 1SR

Can I make a payment by an alternative method?

For alternative payment methods, please follow the instructions below:

Payment by Internet / Telephone Banking
To make a payment via internet or telephone banking please use the following account details:

Sort Code: 09-06-80
Account No: 10933673

To ensure your payment gets allocated to the correct agreement please put your agreement number as the reference number when making any on-line payments.

Payment by Chaps
To make a Chaps payment please use the following account details:

Sort Code: 09-06-80
Account No: 10933673

To ensure your payment gets allocated to the correct agreement please use your agreement number as the reference number when making any Chaps payments.

Payment by Cheque
Please send your cheque to:

Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey
RH1 1SR

Please make your cheque payable to Volvo Car Financial Services UK Ltd

To ensure your payment gets allocated to the correct agreement please put your agreement number on the reverse of the cheque.

I have received a Third Party Settlement letter. What does it mean?

This letter is automatically generated for your information when one of our supporting retailers requests a settlement figure on your behalf. It is a legal requirement that we inform you when a settlement figure has been requested, however no action is required from you.

How can I make a payment to settle my agreement?

If you would like to make an additional payment on your vehicle agreement, please call Customer Services directly on 0800 085 1541 and we will be happy to assist you.
Before making the call, please have the following information available:

  • Your current finance agreement number (14 digit code listed on the first page of your finance agreement)
  • Your vehicle registration number
  • The amount you are currently paying each month on your agreement
Can I withdraw from my finance agreement?

Provided your agreement is regulated by the Consumer Credit Act, you have 14 days from receipt of the copy of your executed agreement from Volvo Car Financial Services UK Ltd to cancel the agreement. Please note that cancellation of the finance agreement does not cancel the sale of the goods themselves.

What should I do if I want to voluntarily terminate my agreement?

Under the Consumer Credit Act 1974 you have certain termination rights. For further information about these rights please refer to page 1 of your agreement, ‘termination: your rights’. Please note that these rights are not applicable if you have a Fixed Sum Loan agreement.

If you wish to voluntarily terminate your agreement you may inform us via email. Please direct your email to customerservices@vcfsuk.co.uk and include your full name, agreement number and contact phone numbers.

Alternatively, you can request to voluntarily terminate your agreement in writing. Written requests should be sent to:

Voluntary Terminations Department – Arrears Management
Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey, RH1 1SR

If You Have A Complaint

What happens once I have raised my complaint?

If we are unable to resolve your complaint within three business days following the day on which it is received, we will send you an acknowledgment letter. If by 4 weeks after your complaint is received, we are unable to provide a final response, we will inform you and indicate when we expect to be in a position to send our final response. The majority of complaints will be quickly and satisfactorily resolved by this stage, however, if the matter is more complex and involves a third party, it may take longer to resolve. In our final response letter, we will set out our final view on the issues raised in your complaint and tell you whether we:

Accept your complaint and – where appropriate – are offering redress
Are offering redress without accepting your complaint or reject your complaint.

If we reject your complaint, our final response letter will explain why we have reached this decision. If by 8 weeks after your complaint is received, we are still unable to provide a final response we will issue a letter to advise you of your escalation rights.

At this point, if your agreement is regulated by the Consumer Credit Act or your complaint relates to an insurance product linked to your account, you will be entitled to refer your complaint to The Financial Ombudsman’s Service. Additionally, if you are a small to medium sized business, you may also be able to refer your complaint. If you wish to refer your complaint at this point, please contact them directly and they will be able to confirm whether they are able to help.

What should I do if I have a problem with my vehicle?

You should firstly contact your supplying retailer to discuss the problem. If you are unhappy with the outcome and require further assistance you can submit a ‘Satisfactory Quality Complaint‘ to Volvo Car Financial Services UK Ltd by calling Customer Services on 0800 085 1671.

How do I make a complaint?

We value our customers highly and aim to provide a positive experience right from the proposal through to the final payment and beyond. The fair treatment of our customers is very important to us. If you are less than satisfied we want to know so that we can put things right. For more details please click here.

What happens if I have made a complaint but not received your response?

We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint. If we don’t resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman should you wish to do so. If you have any questions about your complaint, you can contact our Complaints team on 0800 085 1671.

What happens if I am not satisfied with your final response?

Our final response letter will tell you that if you remain dissatisfied with our response you may refer the complaint to the Financial Ombudsman Service within six months of the date of our final response.

Can I use a solicitor, claims management company or third party to manage my complaint?

Yes, you can. If you employ a solicitor, claims management company or third party – e.g. a financial advisor – to handle your complaint, we’ll investigate your complaint in the same way as we would if we were dealing with you directly. Please be aware that:

We don’t charge to investigate your complaint

We’re not liable for any fees you need to pay for a third party’s services

If we agree with your complaint and we make a redress payment, we’ll generally only make this payment directly to you

Can I refer my complaint to the Financial Ombudsman Service?

If you’re not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service act as an independent and impartial organisation who help settle disputes between consumers and financial services businesses. The FOS are only able to investigate your complaint if Volvo Car Financial Services UK Ltd have issued a final response or if your complaint has exceeded the 8 week limit from when it was first raised.

How to contact the Financial Ombudsman Service
Phone: 0800 023 4567 – Calls to this number are normally free for people ringing from a fixed line phone but charges may apply if you call from a mobile phone
or
0300 123 9 123 – Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
Email: complaint.info@financial-ombudsman.org.uk
Write: Financial Ombudsman Service, South Quay Plaza, Exchange Tower, London E14 9SR.

Further details about the Financial Ombudsman Service will be given with our final decision letter.

If You Have Money Worries

What should I do if I’m having financial problems due to ill health or other reasons?

Should your financial position change in a way that will affect your ability to make your monthly repayments it is extremely important you contact us immediately. If we are made aware of your circumstances as soon as possible it is likely we will be able to help you find a solution. In all such instances please contact our Arrears Management department on 0800 085 1541.

Will I have to pay any charges or fees while I’m making reduced monthly repayments?

No, once we have agreed to accept a reduced level of monthly repayment you will not incur any late payment fees or additional charges provided you honour that agreement.

Once the payment arrangement has been finalised and the monthly instalments return to normal, any additional missed payments will result in fees being incurred.

While I am making reduced repayments will it affect my credit rating?

We have a duty to provide a true and accurate reflection of the financial conduct of our customers and as such register all activity with credit referencing agencies. If your account falls into arrears, therefore, this information will be registered with these agencies.

How long will I be allowed to make reduced monthly payments, if accepted?

If you’re having financial difficulties you can look for free advice from a charitable debt management organisation such as;

Citizens Advise Bureau (CAB)
Consumer Credit Counselling Service (CCCS)
National Debt Line

These organisations will help you assess your financial situation to see what you can afford and also help you fill out a common financial statement. This financial statement should then be submitted, together with a proposed offer of repayment to:

Arrears Management Department
Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey, RH1 1SR.

What options do I have if I can no longer afford to make my repayments?

You may have several options available to you. Please contact our Customer Services department as soon as possible on 0800 085 1541 for more information.

What should I do if I want to voluntarily terminate my agreement?

Under the Consumer Credit Act 1974 you have certain termination rights. For further information about these rights please refer to page 1 of your agreement, ‘termination: your rights’. Please note that these rights are not applicable if you have a Fixed Sum Loan agreement.

If you wish to voluntarily terminate your agreement you may inform us via email. Please direct your email to customerservices@vcfsuk.co.uk and include your full name, agreement number and contact phone numbers.

Alternatively, you can request to voluntarily terminate your agreement in writing. Written requests should be sent to:

Voluntary Terminations Department – Arrears Management

Volvo Car Financial Services UK Ltd
86 Station Road
Redhill
Surrey, RH1 1SR

Can I reduce my monthly repayments if I’m having financial difficulties?

We are happy to consider reducing your repayments and whilst we look at every case on an individual basis, there are a number of factors we take into consideration before any decision is made. These factors include;

Type of agreement

Reason for financial difficulties

Balance left on the agreement

New Agreement

I have a new agreement. When will my payments begin?

Your payments will usually begin one month after your agreement start date.

This date can be found on the first page of your agreement.

Can I change my payment date?

If you wish you may change the date on which we take payment from your account, however please note the following:
• You may only change your payment date once in a 12 monthly period.
• The first change after the inception of your agreement will be free. For further changes a fee of £25.00 will be charged, payable by card before the change is made.
• The change cannot be made within four working days of your payment date.

If you have a Personal Contract Purchase (PCP) agreement
• You may change your payment date at any time up until the Option Final Payment due date
• Your payment date can only be changed once in the entire life of your agreement as this would affect the Option Final Payment of your vehicle

If you would like to request a change to your payment date please call Customer Services directly on 0800 085 1541 where we will be happy to assist you.