Retail – FAQ

Your payments will usually begin 1 month after your agreement start date. This date can be found on the first page of your agreement.

Yes. You can change the date we take payment from your account. If you have a

Personal Contract Purchase 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.

Any other finance agreement

• you may only change your payment date once in a 12-month period
• the change can’t be made within 4 working days of your payment date.

If you’d like to request a change to your payment date, please click the button below

You’re entitled to receive a statement of account.

The statement will include:

• a detailed history of your payments
• any applicable fees, charges, and any other transactions.

To get a statement of account contact us by email or post using the details below. Or, you can reach out to our team by clicking here.

Email: [email protected]

Post: Customer Services Department, Santander Consumer Finance, Santander House, 86 Station Road, Redhill, Surrey RH1 1SR

S77 Statement of Account

Or, under section 77 of the Consumer Credit Act 1974, you’re entitled to request for a statement of account. This statement will include a summary of all the payments under the agreement including:

• the total amount you have paid to date
• the total amount that has become due and remains unpaid
• the total amount that will become due at a future date under the agreement.

The statement will also include:

• a detailed history of these payments
• any applicable fees, charges, and any other transactions 
• a copy of your agreement.

To get an S77, contact us by email or post using the details below. Or, you can reach out to our team by clicking here.

Email: [email protected]

Post: Data Access Department, Santander Consumer (UK) plc, Santander House, 86 Station Road, Redhill, Surrey, RH1 1SR

It’s important you tell us of any change to your personal details so that our records are correct. 

To change your personal details, click here. 

To contact our Customer Services team, click here.

It’s important you let us know if you change your bank account. This is so we can continue receiving your payments.

To set up a new Direct Debit for individual bank accounts, contact our Customer Services team.

To set up a new Direct Debit for joint signatory accounts, download our Direct Debit mandate. Please complete and return to us via email or post.

Email: [email protected]

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

To collect your monthly payment on time we require a minimum of 10 working days to set up a new direct mandate.

You’ll need to provide relevant supporting documents to prove this. You can provide one of the following documents:

• marriage certificate
• decree nisi/absolute
• deed poll notice.

We need you to:

1. photocopy one of the above documents that we can accept. Don’t send us originals.

2. send your letter and photocopied documents to us at:

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

You can make a lump-sum payment at any time to part-settle your agreement if:

• your agreement is regulated
• was taken out on or after 11 June 2010.

You can make a payment using:

• internet or telephone banking
• CHAPS
• cheque payment

Please make sure you get in touch either before or after you’ve made the payment as this will stop the payment being returned to you. 

The quickest way to get in touch is via our live chat. Or please email or write to us to let us know.

Under the Data Protection Act we can only talk to you about your finance agreement. Or, if you’ve nominated a third party, we can speak to them on your behalf.

To nominate a third party, download a Third Party Authorisation form. Please complete and return to us via email or post at:

Email: [email protected]

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

Or contact our Customer Services team for more information.

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’re unable to change the agreed mileage on PCP agreements. This is because mileage is taken into consideration when calculating the Guaranteed Future Value of your vehicle at the beginning of your agreement.

If you’re concerned about your mileage, please contact the supplying dealer.

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

Yes. You can change the date we take payment from your account. If you have a

Personal Contract Purchase 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.

Any other finance agreement

• you may only change your payment date once in a 12-month period
• the change can’t be made within 4 working days of your payment date.

If you’d like to request a change to your payment date, please click the button below.

You must carry on making your monthly payments until your insurance company has resolved the matter. 

If the vehicle is later found and returned, please get 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 payout has been made.

You must carry on making your monthly payments until your insurance company has resolved the matter.

If your vehicle has been deemed a total loss, your account must be settled in full once any insurance payout has been made.

Remember, if you’ve taken out a GAP insurance policy, you may be able to make a claim.

You can take your vehicle abroad within Western Europe for up to 28 days at a time.

You must get written consent from us if you’re travelling:

• for more than 28 days
• or, outside of Western Europe.

Please contact us if your financial position changes and will affect your ability to make your monthly repayments.

If we’re made aware of your circumstances as soon as possible it’s likely we’ll be able to help you find a solution.

Please contact our Arrears Management team on 0800 085 1744.

There might be options available for you. Please contact our Customer Services team  for more information.

You can learn more about voluntary termination here.

To speak to a member of our team, please contact us on 0800 085 1910.

No. Once we’ve agreed to accept a reduced level of monthly repayment you won’t 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.

If your account falls into arrears, this information will be registered with these agencies.

We have a duty to provide a true and accurate reflection of the financial conduct of our customers. Therefore, we must register all activity with credit referencing agencies.

We review each case on an individual basis. We aim to make sure that:

• payments are affordable
• the reduced payment plan wouldn’t cause further financial detriment.

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

• Citizens Advice
• StepChange Debt Charity
• National Debtline
• MoneyHelper

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

Arrears Management Department
Santander Consumer (UK) plc
Santander House
86 Station Road
Redhill
Surrey, RH1 1SR.

We’re 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.

f 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:

• bank transfer
• cash
• cheque
• or standing order

a refund will be made upon receipt of proof of the payment.

If your agreement is regulated and you’re making a lump sum payment to part settle your agreement please get in touch either before or after you’ve made the payment as this will stop the payment being returned back to you.

The quickest way to get in touch is via our live chat. Or please email or write to us to let us know.

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

Payment by Secure Online Payment System

Your debit or credit card must be issued by a UK Financial Institution and registered to the address we have on record for you. You must also be the named agreement holder.

We’re only able to accept payments if your agreement is up to date and your payment is:

• less than £25,000
• for your normal monthly instalment
• for full settlement and for the value of the last settlement figure quoted*

*If you want to settle your agreement with a previous unexpired settlement figure quoted, you can do so with an alternative method of payment:

• CHAPS payment
• Online / Mobile banking
• Cheque

Card payments can take up to 3 days to show on your agreement and are cleared once they are applied to your agreement.

Payment by Online / Mobile banking

You can easily make a payment with an online or mobile banking transfer.

To make a payment, you’ll need the details listed below:

Bank Account Name: SC (UK) Receipts Account
Sort Code: 09-00-92
Account No: 90004394

Add your payment reference

This makes sure your payment reaches your account. Use your 14-digit agreement number starting with “100”. You can find this on your agreement documentation or your Direct Debit payment reference if you have one.

Payments by Online / Mobile Banking typically take up to 5 days to show on your agreement and are cleared once they’re applied to your agreement.

Payment by CHAPS

To make a CHAPSs payment you’ll need the details listed below:

Bank Account Name: SC (UK) Receipts Account
Sort Code: 09-02-40
Account No: 90004394

Add your payment reference

This makes sure your payment reaches your account. Use your 14-digit agreement number starting with “100”. You can find this on your agreement documentation or your Direct Debit payment reference if you have one.

Payments by CHAPS will typically show on your agreement the day after receipt and are cleared once they’re applied to your agreement.

Payment by Cheque

You can make a payment by cheque by sending it to the below address:

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

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

Add your payment reference

Please include the payment reference on the back of the cheque. This makes sure your payment reaches your account. Use your 14-digit agreement number starting with “100”. You can find this on your agreement documentation or your Direct Debit payment reference if you have one.

Payments by cheque will typically show on your agreement the day after receipt and will clear 10 working days after they are applied to your agreement.

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 few settlement payment options available to you. The quickest and easiest way is via our secure online payment system. To access the system and make a payment, click here. You’ll also be able to view other payment methods including cheque.

We’re only able to take online debit or credit card payments from a card registered to the agreement holder.

If you have a regulated agreement your settlement figure will be calculated in accordance with the Consumer Credit Act (Early Settlement) Regulations 2004. To help you understand how we calculate settlement figures, view our explainer document here.

Yes. You can settle your agreement at any time and there is no penalty charge for doing so. To understand how much this will be, simply get a settlement figure by clicking here.

Yes. If your

• agreement is regulated
• and was taken out on or after 11 June 2010

you have the right to make a lump sum payment at any time to part settle your agreement.

You can make a payment using either

• cheque payment
• internet or telephone banking
• CHAPS

Please make sure you get in touch either before or after you’ve made the payment as this will stop the payment being returned back to you. 

The quickest way to get in touch is via our live chat. Or email or write to us to let us know.

To withdraw from your finance agreement, you must notify us within 14 days of receipt of the copy of your executed agreement from Santander Consumer Finance.

Our contact details can be found clicking here.

If you’re writing to us to tell us that you want to withdraw please provide the following information for security purposes along with your request:

• agreement number
• full name of agreement holder
• date of birth
• first line of your address and postcode
• normal monthly instalment amount.

You’ll need to pay the amount financed plus the daily interest charges. These amounts will be detailed in the payments section of your 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. The cancellation of the finance agreement doesn’t 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 click here. There rights are not applicable if you have a Fixed Sum Loan agreement.

You can learn more about voluntary termination here.

To speak to a member of our team, please contact us on 0800 085 1910.

To apply a fair and consistent standard to all vehicles that are returned, we use the British Vehicle Rental and Leasing Association (BVRLA) ‘Guide to Fair Wear and Tear’. Please click here to view the guide.

Excess mileage charges will apply at the end of a Personal Contract Purchase (PCP), Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement where you have exceeded your agreed mileage limit. In such cases, a pence per mile charge will be applied to the number of miles you havedriven above the allowance stated in your agreement documentation.

Example

Your agreed Annual mileage is 10,000 miles, giving an allowance of 36,000 miles for a 36 month agreement. Your excess mileage charge is 14.90p (excluding VAT). Therefore, you will be charged 14.9p for every extra mile driven over 36,000 miles.

Example of how much you may have to pay if you exceed the mileage allowance and wish to return the vehicle:

14.90p x 500 miles = £74.50(+VAT)
14.90p x 1,000 miles = £149.00(+VAT)
14.90p x 5,000 miles = £745.00(+VAT)

Should the excess mileage exceed 5,000 miles over the agreed mileage allowance, the rate per mile may increase.

In some circumstances, such as when you wish to sell your vehicle, you may need to provide evidence that we have no further financial interest in your vehicle. We can provide this information via our online service – just click here and follow the instructions.

YYou should contact us for assistance as soon as possible by submitting a Satisfactory Quality Complaint. We’ll guide you through the remedies that are available to you under the Consumer Rights Act 2015.

The remedies available could include the following, depending on the time that has passed from the point of sale:

• rejection (within the first 30 days of the agreement or at a later point in the agreement if other remedies are not successful)
• repair
• replacement.

You can also contact your supplying dealer to discuss the problem.

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’re 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. Or 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’re unable to resolve your complaint within 3 business days, we’ll send you an acknowledgment letter. If, by 4 weeks after your complaint is received, we’re unable to provide a final response, we’ll 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
• 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’re still unable to provide a final response, we’ll 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. your complaint at this point, please contact them directly and they will be able to confirm whether they are able to help.

We aim to resolve all complaints as quickly as possible. We’ll send you our final response as soon as we’ve completed our investigation. We have 8 weeks to resolve your complaint.

If we don’t resolve your complaint within 8 weeks we’ll 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.

If you don’t agree with our resolution of your complaint, and you’d like to take further action, you can ask the Financial Ombudsman Service (FOS) to look into it.

We’ll send you the full details of our decision in our Final Response, including your right to refer your complaint to the FOS. If you do so, it should be within be 6 months of the date on our Final Response.

Yes, you can. 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 can refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent and impartial service that helps resolve disputes.

The FOS is only able to investigate your complaint if:

• we have issued a final response
• your complaint has exceeded the 8-week limit from when it was first raised.

How to contact the FOS

Web: Make a complaint – Financial Ombudsman service – Step 1 of 8

Email: [email protected]

Post: Financial Ombudsman Service, South Quay Plaza, Exchange Tower, London E14 9SR.

Phone: 0800 023 4567 (free from UK landlines and mobiles)

Further details about the FOS will be given with our final decision letter.