FAQ

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

Topics


Before you buy

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

You will need to provide a full UK driving licence. We may also ask you for further proof of your address dated within three months of the submission of your application. An acceptable proof of address includes a bank or credit card statement, utility or council tax bills, or mortgage statements.

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

Your payments will usually begin one month after your agreement start date. This date can be found on the first page of your agreement.

If you wish you may change the date on which we take payment from your account, please note the following:

  • You may only change your payment date once in a 12-month 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 4 working days of your payment date

If you have a Personal Contract Purchase (PCP) 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
  • You may change your payment date at any time up until the balloon due date

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

Changing your 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*.

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.

Please send a letter, together with a photocopy of any relevant supporting documentation such as a 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

Yes, if you took out your agreement on or after 11 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.

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.

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.

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 contact the supplying dealer in the first instance.

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

If you wish you may change the date on which we take payment from your account, please note the following:

  • You may only change your payment date once in a 12-month 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 4 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 balloon due date
  • 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:

About your vehicle

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.

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.

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.

Money worries

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*.

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.

If you wish to voluntarily terminate your agreement you may inform us via email. Please direct your email to VoluntaryTermination@santanderconsumer.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
Santander Consumer (UK) plc
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR

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.

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.

We review each case on an individual basis, aiming to ensure that payments are affordable and that the reduced payment plan would not cause further financial detriment.

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

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.

We are happy to consider reducing your repayments. While 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

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.

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

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.

This letter is automatically generated for your information when one of our supporting dealers 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.

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.

Yes, if you took out your agreement on or after 11 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.

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.

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

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.

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’ or follow this link for more information about this option. 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 voluntarytermination@santanderconsumer.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
Santander Consumer (UK) plc
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR

Under the terms of the agreement you are obliged to take reasonable care of the goods. This means that any repairs to damage (e.g. dents or scratches) must be paid for as well as any mechanical work required such as replacement of defective items (e.g. tyre, exhausts, brakes and clutches).

For more information relating to fair, wear and tear, please follow this link.

At the end of your agreement

You have three options relating to the final payment on your Personal Contract Purchase (PCP) agreement:

  • Retain the vehicle by paying the Guaranteed Future Value (GFV), your 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 dealership, using any excess part exchange value that is above the GFV towards your deposit

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.

If you have any questions regarding your options you can contact our Customer Services department on 0800 085 1759*.

When you have made your decision, please advise us of your PCP intention by completing the form below:

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.

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

Complaint procedure

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.

We value our customers highly and aim to provide a positive experience, from the proposal right 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*, if calling isn’t convenient please click here for other ways to get in touch.

If we are unable to resolve your complaint within 3 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 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.

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 Service should you wish to do so. If you have any questions about your complaint, you can contact our Complaints team on 0800 085 2050*.

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 6 months of the date of our final response.

Yes, you can. If you employ a solicitor, claims management company or a 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

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 acts as an independent and impartial organisation which helps to settle disputes between consumers and financial services businesses. The FOS is only able to investigate your complaint if Santander Consumer Finance has 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 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, South Quay Plaza, Exchange Tower, London E14 9SR.

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

The FCA deadline date of 29 August 2019 for submitting PPI mis-selling or commission complaints has now passed.

New complaints will not be considered unless you can submit a significant reason for being unable to complain prior to the PPI deadline of 29 August 2019, or you’ve received correspondence from us advising you to submit a complaint about the level of commission on a PPI policy.

Click here for more information.