Frequently Asked Questions (FAQs)

Your repayments will usually commence 1 month after your agreement start date. This date can be found on the 1st page of your agreement.

Yes, you can. Provided you make the request at least 5 days prior to your first monthly payment falling due, we can amend your due date at no cost. After your first monthly payment has been made we can still amend your payment due date but it will be subject to a service charge. To see our latest list of service charges please click here.

To change your payment due date please contact our Customer Service Department on 0871 200 4150. Please note that for agreements with a balloon payment, such as personal contract purchase plans, we are only able to change your payment due date on one occasion during the lifetime of the agreement,. For all other types of agreements we can change your payment due date once every 12 months.

We try to make life as easy as possible therefore you have several options. For changes to your address or other contact details the quickest way is via our web-form. Simply click here to open the form which will be submitted electronically by e-mail. Of course if you prefer you can call our Customer Service Department on 0871 200 4150. For any changes to your name we do require written confirmation along with a photocopy of the relevant supporting documentation, for example marriage certificate, decree nisi/absolute or deed poll notice. Please send any written communication to:

Customer Services Department,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey, RH1 1SR.

Please do not send any original documentation. Thank you.

If you are the sole signatory on the bank account in question simply call our Customer Service Department on 0871 200 4150 and we’ll set up the direct debit over the phone. If two or more signatures are required or you are not the agreement holder click here to open a direct debit mandate. Please print, complete and return the mandate to:

Customer Services Department,
Santander Consumer (UK) plc,
3 Princess Way,
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.

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,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey, RH1 1SR.

Please do not send any original documentation. Thank you.

We do offer payment holidays of up to 3 months on some agreements. It is subject to eligibility so in the first instance please contact our Customer Service Department on 0871 200 4150 to discuss. If a payment holiday is arranged please note that it will attract an account service fee. To see our latest list of service charges please click here.

Yes, you can settle your agreement at any time and there is no penalty charge for doing so. To get a settlement figure please call our Customer Service Department on 0871 200 4150.

Your settlement figure will be calculated in accordance with the Consumer Credit Act (Early Settlement) Regulations 2004. If you’d like further information please click here.

There are a number of settlement payment options available to you, the quickest and easiest being via our secure online payment system. To access this system and make a payment or to view alternative payment methods including cheque or cash options, simply click here.

Please note we are only able to take online debit or credit card payments from a card registered to the agreement holder.

This letter is automatically generated for your information when one of our supporting dealers requests a settlement figure on your behalf.

The supplying dealer 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

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 Service Department on 0871 200 4150 or click here to open a ‘third party authorisation form’. This form must be completed and returned to:

Customer Services Department,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey, RH1 1SR.

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.

You are free to take your vehicle abroad anywhere within Western Europe for a period of up to 28 days at any one time. Should you be looking to travel outside of Western Europe or for a period in excess of 28 days, you must gain first written consent from Santander Consumer Finance.

We strive to provide the highest possible level of customer service at all times. If, however, you are not totally happy with any aspect of your experience we’d like to hear from you. In such instances please contact our Customer Service Department on 0871 200 4150,or click here to send us an email.

To see our latest list of service fees please click here.

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 Santander Consumer Finance 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.

Unfortunately we are unable to change the agreed annual mileage on a Personal Contract Purchase (PCP) agreement as it is taken into consideration when calculating the Guaranteed Future Value of your vehicle at the outset of your agreement. If you are concerned about your mileage please in the first instance contact the supplying dealer.

Under the Consumer Credit Act 1974 you have certain termination rights if you have a regulated hire purchase or conditional sale agreement. For further information about these rights please refer to page 1 of your agreement, ‘termination: your rights’ or click here to download a leaflet. In all instances if you wish to voluntarily terminate your agreement you must inform us in writing. Your letter, which must include your name, address, agreement number and contact phone numbers, should be sent to:

Voluntary Terminations Department - Arrears Management 1.2,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey, RH1 1SR.

The Consumer Credit Act 1974 does not allow you to do so, therefore if you are a private individual, sole trader or partner in a partnership and your agreement is regulated by this act we cannot transfer it into somebody else’s name. If the agreement is in a limited company name, however, it falls outside the scope of the Consumer Credit Act. Provided the reason for transfer isn’t due to bankruptcy or the company being dissolved, you may be able to change it into another limited company name. For further information, please call our Customer Service Department on 0871 200 4150 and please note that any agreement transfer is subject to a service fee.

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

Please call our Customer Service Department within 14 days of receipt of the copy of your executed agreement from Santander Consumer Finance on 0871 200 4150 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,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey, RH1 1SR.

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.

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 with both photo-card and counterpart sections, and we may additionally request 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.

Yes. If your agreement was executed on or after 11th June 2010, you have the right to partially settle it at any time. Please contact our Customer Service Department for further information by calling 0871 200 4150.

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.

In the first instance you will need to contact your supplying dealer to discuss the problem. If you are unhappy with the outcome and require further assistance you can submit a 'Satisfactory Quality Complaint' to Santander Consumer Finance.

The easiest and quickest method of payment is by Direct Debit. We do, however, offer a range of other payment methods such as online payment by debit or credit card, or payment by cash, cheque or bank transfer. Should you wish to make a payment please click here for our secure, online payment system.

As part of our commitment to treating customers fairly, Santander Consumer Finance will look into any issue you have in respect of the sale of Payment Protection Insurance. To start this process please complete our questionnaire and send it to us at:

Customer Services Department,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey RH1 1SR.

Once received we’ll respond to your enquiry as quickly as possible.

Yes you can. If, upon reaching the end of your Personal Contract Purchase agreement, you want to keep your car but are not able to make the final balloon payment, we will, subject to eligibility, reschedule this amount for you.

In this instance 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.

In this instance 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 car has been stolen but it is subsequently found and returned, please obtain a letter from your insurance company to confirm this. If your car is not recovered your account must be settled in full once any insurance pay out has been made.

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

If you are experiencing financial difficulties you can seek 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,
Santander Consumer (UK) plc,
3 Princess Way,
Redhill,
Surrey, RH1 1SR.

Reduced repayment offers are reviewed either on a quarterly or bi-annual basis depending on the specifics of the case in question.

At Santander Consumer Finance 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.

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.

You will potentially have a number of options available to you such as voluntarily surrendering your car or voluntarily terminating your finance agreement. For more information these options please contact our Customer Service Department on 0871 200 4150.

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 0844 848 8922.