Our FAQs below answer the questions we are most often asked by our customers.

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 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:

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 only change your payment due date within the first month of the agreement
  • your payment date can only be changed once in the entire life of your agreement as this would affect the Guaranteed Future Value of your vehicle

If you would like to request a change to your payment date please complete and submit the form here:

Change payment date

Changing your details
How do I change my personal details?

It’s important that we are aware of any change to your personal details so that our records are correct. Click here to change your personal details or contact our Customer Services department on 0800 085 1759.

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 1759 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 here:

Customer Services Department
Santander Consumer (UK) plc
Santander House
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
Santander Consumer (UK) plc
Santander House
86 Station Road
Redhill
Surrey RH1 1SR

Please do not send any original documentation.

Changing your agreement
Can I make a lump sum payment towards my agreement?

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 Services department on 0800 085 1759 for further information.

Can I have a payment holiday during my agreement?

You may be eligible to take a payment holiday. If you would like to request a payment holiday, please note the following:

  • We will charge a fee of £60.00 to process a payment holiday request. As part of this, we will carry out a credit reference search on you as part of our assessment process.
  • You may only have one payment holiday during the lifetime of your agreement.
  • Your payments must be up to date if you would like to request a payment holiday.

If you would like to request a payment holiday please complete our online form: Request payment holiday

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

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. Please contact our Customer Services department on 0800 085 1759for further information. Please note that agreement transfers are subject to an Account Management fee.

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 1759 or click here for a Third Party Authorisation form, which should be completed and returned to:

Customer Services Department
Santander Consumer (UK) plc
Santander House
86 Station Road
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.

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 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.

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 only change your payment due date within the first month of the agreement
  • your payment date can only be changed once in the entire life of your agreement as this would affect the Guaranteed Future Value of your vehicle

If you would like to request a change to your payment date please complete and submit the form here:

Change payment date

About your vehicle
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.

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.
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 Santander Consumer Finance.

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 1759.

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 1759 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 if you have a regulated Hire Purchase, Conditional Sale or PCP agreement. For further information about these rights please refer to page 1 of your agreement, ‘termination: your rights’ or follow this link for more information about this option. 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
Santander Consumer (UK) plc
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR.

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.

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?

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

Which organisations can provide advice if I’m facing financial difficulties and want to reduce my monthly repayment?

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
Santander Consumer (UK) plc
Santander House
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
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 payment by an alternative method?

There are a number of settlement payment options available to you, the quickest and easiest being via our secure online payment system. 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.

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: 09-00-92
Account No: 90004049

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: 09-02-40
Account No: 90004049

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:

Santander Consumer Finance
Santander House
86 Station Road
Redhill
Surrey
RH1 1SR

Please make your cheque payable to Santander Consumer (UK) plc..

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 dealers requests a settlement figure on your behalf.

How can I make a payment to settle my agreement?

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.

How is a settlement figure calculated?

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.

Can I settle my agreement early?

Yes, you can settle your agreement at any time and there is no penalty charge for doing so. In order to understand how much this will be, simply get a settlement figure by clicking on this link.

Can I make a lump sum payment towards my agreement?

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 Services department on 0800 085 1759 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 Santander Consumer Finance on 0800 085 1759 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
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR.

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 Santander Consumer Finance 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 if you have a regulated Hire Purchase, Conditional Sale or PCP agreement. For further information about these rights please refer to page 1 of your agreement, ‘termination: your rights’ or follow this link for more information about this option. 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
Santander Consumer (UK) plc
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR.

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 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.

Can I reschedule my balloon payment?

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

Do we have any financial interest in your vehicle?

You may need to confirm whether or not we hold any financial interest in your vehicle. You can find out by using our online service – just click here and follow the instructions.

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

You should firstly 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.

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 to read our complaints procedure, alternatively you can contact our Complaints Team on 0800 085 2050.

What happens once I have raised my complaint?

If we are unable to resolve your complaint before the end of the day after you make your complaint we will send you an acknowledgment within 5 days. If by 4 weeks after your complaint is received we are unable to provide a final response, we will write and 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. The Finance & Leasing Association (FLA) offers a conciliation service to customers of its members (Santander Consumer Finance is a member of the FLA). They may be able to assist in bringing the matter to a conclusion. 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 write and tell you how much longer we believe it will take before a final response can be sent. 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 (FOS) who provide a dispute resolution service.

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 2050.

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 FOS acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. For the FOS to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint.

How to contact the Financial Ombudsman Service

  • Phone: 0800 023 4 567 – 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, Exchange Tower, London E14 9SR.

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

I think I may have been mis-sold Payment Protection Insurance, what should I do?

As part of our commitment to treating customers fairly we 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
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR.

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