FAQ

Do you have a question?  Select from the topics below to find the answers to our most frequently asked questions.
 

ALL TOPICS

COVID-19 

As you will be aware, the COVID-19 outbreak is changing the way we all work in the UK. Renault Finance has well-established and thorough contingency plans to allow us to continue serving our customers in such scenarios.

This includes our staff working from home. Rest assured, our staff will be fully equipped to deal with any queries you may have and will adhere to the same high standards of customer service and security, regardless of where they’re based.

If you are a consumer and your finances have been impacted as a direct result of COVID-19, we are able to grant a temporary payment deferral, and this will not affect your credit rating.

When and how should I contact?

In light of the recent government announcement, we anticipate over the next few months there will be a high volume of customers that require our assistance through these uncertain times. For the time being, for general enquiries, we are kindly asking you to initially refer to our FAQs and check your Customer Portal.  Customers self-serving will help ensure that our staff are able to help the most vulnerable at this time.

If you are worried about your financial situation and you do need our support, we are here to help.  You can contact our Financial Solutions team on telephone 0333 200 0002* or email financialsolutions@rcibanque.com

Our opening hours for our Financial Solutions team are Monday – Friday 8:30am – 6.00pm - 0333 200 0002* 

* Calls to this number are charged at local rate from BT landlines plus your phone company’s access charge. Calls from other networks may vary. Calls from mobiles and outside the UK may be higher.

Can I receive a payment deferral?

If you are a consumer and your finances have been impacted as a direct result of COVID-19, you may receive a temporary payment deferral.

This will not affect your credit rating.

To discuss whether a temporary payment deferral is the most suitable option for you please contact our Financial Solutions team on telephone 0333 200 0002* or email financialsolutions@rcibanque.com

Please note that if you receive a temporary payment deferral, at the end of the deferral period, we will need to discuss with you a repayment plan that is affordable for you to repay these amounts.  No late payment or additional interest charges will be applied.

* Calls to this number are charged at local rate from BT landlines plus your phone company’s access charge. Calls from other networks may vary. Calls from mobiles and outside the UK may be higher.

Will I have to prove I’m suffering financial difficulty as a result of COVID-19?

We won’t ask you to provide evidence but would like to discuss your circumstances to find the most appropriate way to support you. 

If I cannot pay for my vehicle will my credit file be affected?

If you receive a temporary payment deferral as a direct result of COVID-19, then this will not affect your credit profile. 

If you do not contact us to discuss any difficulties that you may be having, and your Agreement falls into arrears then this will be reported to the Credit Reference Agencies.

If I cannot currently book my vehicle in for a service or MOT, what should I do?

If the service is late or delayed as a result of the current COVID-19 situation, please refer to the latest manufacturer’s guidelines. We would also advise that during this time, vehicle usage should be limited where possible. Once government restrictions are uplifted, a further 1-month period is permitted to carry out the required service

For MOTs please refer to the latest information available from Driver and Vehicle Standards Agency.

How do I update my details?

I would like to update my personal details.

You can update your personal details in just a few quick steps. Simply log in to your Online Portal. If you haven’t yet activated your account, don’t worry, you can find out how to here.

Alternatively, you can contact our Customer Service team who will be able to assist you further.

 

I have changed my name and need to inform you.

You will need to send a scanned copy of either your marriage certificate, divorce papers or deed poll to customerservices@rcibanque.com.

If you would prefer to post your documents, we would require the original and recommend you send this to us by recorded delivery to Renault Finance, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Once we have received your documentation, we will update your name and send confirmation to you within 5 working days. If you have sent us your original documents, we will return these to you, by recorded delivery.

 

I would like to update my bank details.

You can update your bank details in just a few quick steps. Simply log in to your Online Portal. If you haven’t yet activated your account, don’t worry, you can find out how to here.

Alternatively, you can contact our Customer Service team who will be able to assist you further.

Can I add a personalised number plate?

Yes, firstly you will need to update your vehicle registration with the DVLA. You will then need to send a scanned copy of your V5 logbook to customerservices@rcibanque.com.

If you would prefer to post your documents, we would require the original and recommend you send this to us by recorded delivery to Renault Finance, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Once we have received your documentation, we will update your vehicle registration and send confirmation to you within 5 working days. If you have sent us your original documents, we will return these to you, by recorded delivery. There may be a charge to update your vehicle registration, please refer to your Finance Agreement.

If you’re a Contract Hire customer, please refer to the Contract Hire section.

 

How do I remove my personalised number plate?

If you want to remove your personalised number plate from your vehicle, you will need to contact the DVLA. You will then need to send a scanned copy of your V5 logbook to  customerservices@rcibanque.com.

If you would prefer to post your documents, we would require the original and recommend you send this to us by recorded delivery to Renault Finance, Rivers Office Park, Denham Way, Maple Cross,Rickmansworth, WD3 9YS.

Once we have received your documentation, we will update your vehicle registration and send confirmation to you within 5 working days. If you have sent us your original documents, we will return these to you, by recorded delivery. There may be a charge to update your vehicle registration, please refer to your Finance Agreement.

If you’re a Contract Hire customer, please refer to the Contract Hire section.

I would like to withdraw from the Finance Agreement.

Our customers may exercise their Right of Withdraw from the Finance Agreement. There are some important Terms and Conditions to be aware of:

  • You can only exercise your Right to Withdraw if you have either a Personal Contract Purchase, Hire Purchase or Lease Purchase Finance Agreement which, is regulated by the Consumer Credit Act 1974 (please refer to your copy of the Finance Agreement).
  • The Right to Withdraw starts on the date of your Finance Agreement and ends after 14 calendar days.   
  • You will be required to repay the amount of credit to Remault Finance plus daily interest charges, as detailed in your Finance Agreement. This will need to be repaid within 30 calendar days from the day after you give your notice to withdraw.
  • If your Finance Agreement was subject to a deposit contribution you may need to repay this.
    Right of Withdrawal from the Finance Agreement will not entitle you to withdraw from the purchase of the vehicle.
  • Only our Agreement holder can exercise the Right of Withdrawal.
  • Once you have completed the Right of Withdrawal, you will no longer be covered by the Consumer Credit Act 1974

If you do wish to proceed and withdraw from the Finance Agreement, please contact our Customer Service team who will be happy to help you further.

 

 

 

 

 

I would like to transfer my Finance Agreement into someone else’s name

It is not possible to transfer an Agreement between private individuals.

Transfers between two Limited companies, may be considered. For details on this please email novationsenquiries@rcibanque.com.

 

 

Can I talk to you about someone else’s Finance Agreement?

Protecting our customer’s data, in line with the Data Protection Act 2018 is a top priority at Renault Finance. An authorised Third-Party can only discuss details of a Finance Agreement and isn’t able to make any financial changes. For a Third-Party to be authorised to an Agreement, we will require our Agreement holder to contact our Customer Services team and request a Third-Party Authority form, to complete and return to us.

We understand that there may be times when unforeseen events could impact how you are able to manage your Finance Agreement - we are here to support you through these difficult times. Please refer to our ‘I am going through difficult times – what should I do? ’ section on how we are here to help you through difficult times.

What happens if I exceed my annual mileage?

We appreciate that your mileage circumstances may change during the lifespan of your Finance Agreement.

Unfortunately, you are not able to amend your mileage allowance. If you do exceed your mileage allowance, rest assured, you will only be charged per mile if you decide to return the vehicle to Renault Finance.

 

How can I make a payment?

You can make payments to Renault Finance either by bank transfer, cheque, over the telephone or online.

Bank Transfer: Please email customerservices@rcibanque.com and we will provide you with our bank details.

Cheque: If you would like to send a cheque, please make it payable to Renault Finance and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:

Renault Finance, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Phone: You can contact us to make a payment with a Debit or Credit Card over the phone however, there is a £2,000 transaction limit when making payments over the phone and must come from the Agreement holder’s bank account. Please contact our Customer Service team.

Online: Monthly payments can be made on our Online Portal however, there is a £2,000 transaction limit.

 

When will my payments show on my Finance Agreement?

You can log into your Online Portal to check when your payments have been received.

Please note, if you made a payment by:

Bank Transfers: This can take up to 3 working days to show on your Finance Agreement.

Cheque: This can take up to 3 working days from the date we received it to show on your Finance Agreement.

Card Payment: This can take up to 2 working days to show on your Finance Agreement.

Can I make Lump-Sum payments?

Yes, our customers can make lump-sum payments to reduce the outstanding finance amount. There are a couple of important Terms and Conditions to note when making a lump-sum payment:

  • You must have either a Personal Contract Purchase, Hire Purchase or Lease Purchase Agreement which, is regulated by the Consumer Credit Act 1974 (please refer to your copy of the Finance Agreement) for a lump-sum payment to be accepted.
  • Only our Agreement holder can authorise lump-sum payments which must come from the Agreement holder’s bank account.
  • If paying by Debit or Credit Card there is a £2,000 transaction limit. However, there is no limit if you wish to pay by Bank Transfer.
  • Renault Finance would prefer to receive the payment 10 working days before your payment due date, this is to ensure we have sufficient time to adjust your monthly rentals prior to your next rental being collected.
  • Lump-sum payments will not reduce the term of the Agreement, only the amount due on your monthly rentals.  If you have a Personal Contract Purchase (PCP) Agreement, your Optional Final Payment due will be reduced once all the capital has been repaid.

You can obtain a lump-sum quote through your Online Portal, in the ‘Manage my Agreement’ section. Alternatively, you can contact our Customer Service team.

 

If you do wish to go ahead and make a lump-sum payment, please contact our Customer Service team who will be happy to help you further.

 

 

Can I change my annual mileage?

Yes, however, this is only possible on the Battery Agreement, if you would like to do this please contact the Electric Vehicle team.

Please note: If you also have the vehicle on Finance with us, you will not be able to amend the mileage on that Agreement.

 

 

 

I’m not getting the expected range on the vehicle, what do I do?

We’re sorry to hear you’re experiencing issues with your battery capacity. Please contact your local Renault Electric Vehicle specialist dealer. For a full battery diagnosis.

They will check the battery capacity and look for faults. If they find the battery capacity is below 75% the battery will be replaced under the terms of the warranty.

If the battery capacity is 75% or above, and there are no faults found, we would be unable to repair or replace your battery. Diagnosis costs may occur.

 

Can I purchase the battery?

Unfortunately, you will not be able to purchase the battery as it is owned by Renault Finance and available for Leasing only.

 

What warranties come with the vehicle?

The vehicle is supplied with the standard warranty provided by the manufacturer. Please contact the manufacturer for more information on this. If you have a Battery Agreement in place you will have a lifetime warranty on the battery for faults and capacity issues only. Please refer to section 9 of your Finance Agreement document for further details.

How do I check whether my vehicle requires a battery lease?

To check if your vehicle has a Battery Lease, please contact our Electric Vehicle team for further information.

 

What happens when I sell the vehicle?

When you choose to sell the vehicle please ensure the new owner has completed the Battery Transfer Form and it has been signed by both parties. If you don’t have this then please contact the Electric Vehicle team.

Once we have received the transfer form, we will send the new owner their Finance Agreement documents to sign and return.

Please note: You will remain liable for the payments until their signed Finance Agreement has been received. If you are unsure whether your Finance Agreement has been transferred, please contact the Electric Vehicle team.

We strongly advise you retain possession of the vehicle until the transfer of the lease has been completed.

 

I sold the vehicle and sent you all the forms. Why am I still being charged for the battery?

Unfortunately, the transfer may not have been completed in full. You could check with the new owner that all relevant documents have been returned, alternatively please contact the Electric Vehicle team.

 

I have received a letter advising that you have extended my Battery Agreement – do I need to do anything?

No, the Battery Agreement has been extended on the same terms as your original Battery Agreement, should you wish to change your tariff please contact the Electric Vehicle team.

If you have sold the vehicle, please contact the Electric Vehicle team to request a transfer form.

Does the battery need to be insured?

Yes, all batteries need to be insured for the value on your contract. This is because the battery is owned by Renault Finance.

What happens if the vehicle is involved in an accident?

We are sorry to hear this. Please contact the Electric Vehicle team and let us know. You will then need to contact the nearest Renault Electric Vehicle specialist dealer, who will then assess the battery to determine whether it’s written off or repairable. You can find your local dealership 

Can I have a personalised number plate?

Yes, firstly you will need to complete a V317 form. This can be downloaded from here. You will need to complete option B and section 1 with the personalised registration number and then section 3 with your name and address. You will then need to post this along with a Cheque for £80 made payable to DVLA Swansea to the DVLA Personalised Registrations, Swansea, SA99 1DS.

Please note there will be a £25 admin charge payable to process the paperwork. This will be taken via your usual payment method, once our administration team has received the form back from the DVLA. Please be aware this can take up to 3 weeks.

How do I remove my personalised number plate?

If you want to remove your personalised number plate from your vehicle, you will need to complete a V317 form to retain the personalised registration number. This can be downloaded here

You will need to complete option B and section 1 with the registration number and section 4 with your name and address. You will then need to post this along with a cheque for £80 made payable to DVLA Swansea and post to the DVLA.

Please note there will be a £25 admin charge payable to process the paperwork. This will be taken via your usual payment method, once our administration team has received the form and payment. Please be aware this can take up to 3 weeks. You will receive your retention documents once the above is complete.

I am travelling abroad what do I need to do?

If you’re planning on travelling abroad, you will need to contact our administration team on 01452 881 037* to request a Travel Abroad Certificate. Details on travelling abroad can be found in Section 7.8 of your Terms and Conditions.

 

The vehicle has been declared an insurance write off – what do I need to do?

We are sorry to hear about this. If you do find yourself in the unfortunate event of an accident, please contact our Contract Hire team who will be able to assist you. They will require details of your insurance policy and claim when you contact them.

 

Where can I find details of my Maintenance and Insurance package?

If you have a maintenance and insurance package, details of this can be found in your Finance Agreement documents. Simply log in to your Online Portal to see full details. If you haven’t yet activated your account, don’t worry, you can find out how to here.

Please contact our Contract Hire team if you wish to discuss this further.

 

Will I own my Contract Hire vehicle?

With a Contract Hire Finance Agreement, you can never own the vehicle.  At the end of your Finance Agreement, you must either return the vehicle to Renault Finance, or you can sell it on our behalf to an unrelated Third-Party.

If you choose to sell the vehicle to an unrelated Third-Party, you will need to contact our Contract Hire team who will be able to assist and provide you with the Third-Party Purchase Price that we will require payment of.

Can I return the vehicle early?

Subject to the Terms and Conditions of your Finance Agreement, you may be able to return the vehicle early, this could be subject to an Early Termination cost.

If you are considering terminating your Finance Agreement early, please contact our Contract Hire team. You will need to complete a short questionnaire, and any cost due will be confirmed to you. If you still wish to go ahead, you will be sent documentation to sign and send back to us (by post or email). Once we have received the documentation and payment the Finance Agreement will be terminated, and we will arrange the collection of the vehicle. 

We will arrange with you a convenient time to collect the vehicle. The vehicle will be inspected in line with The British Vehicle Rental and Leasing Association (BVRLA) guidelines on fair wear and tear and we will check that you have not exceeded the pro-rata mileage. If we find you have exceeded your pro-rata mileage, as stated in your Finance Agreement or there is damage outside of fair wear and tear you will be charged accordingly. Please refer to the BVRLA guidelines for further information.

What is Fair Wear and Tear?

The British Vehicle Rental and Leasing Association is also known as the BVRLA. On Finance Agreements where a vehicle is returned to Renault Finance at the end of a contract, we expect the condition of the vehicle to be at the standard as set out by the BVRLA. These vehicle return standards also apply to vehicles that are subject to Voluntary Termination. Please refer to the BVRLA guidelines for further information.

What happens after the vehicle has been collected?

We will review your vehicle inspection report once your vehicle has been collected. A breakdown of your final liability will be posted within 14 days.  If you have any questions concerning your vehicle inspection report, please contact our End of Agreement team.

Please note, we’re unable to discuss damage charges until we have received and reviewed the report, please allow us 14 days.

Can I sell the vehicle on before the end of my Finance Agreement?

Yes, you will need to contact our Contract Hire team to request a purchase price to sell the vehicle on our behalf to an unrelated Third-Party. You may also be subject to an Early Termination cost.

Please contact our Contract Hire team who will be happy to assist you further.

Where can I find my monthly invoices?

You can download your invoices through your Online Portal, in manage my Agreement, invoice section. Alternatively, please contact our Contract Hire team who will be happy to assist you further.

I would like an early settlement quote for my Finance Agreement. How can I find this out?

You can request an early settlement quote through the Online Portal, in the ‘Manage my Agreement’ section.

Alternatively, you can contact our Customer Service team who will be able to assist you further.

How can I pay my early settlement figure?

You can pay your early settlement figure to Renault Finance either by bank transfer or cheque.

 

Bank Transfer: Please email customerservices@rcibanque.com and we will provide you with our bank details.

Cheque: If you would like to send a cheque, please make it payable to Renault Finance and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:

To ensure its safe delivery, it is recommended to send this by recorded delivery, if you can to, Renault finance, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

 

What are my options at the end of my PCP Agreement?

You have several options available to you when your PCP Finance Agreement comes to an end. When you have decided on your preferred option (see below) you can visit our Online Portal to select your option or alternatively email our End of Agreement team with your Agreement number to update them with your preferences.

 

Trade in the vehicle: We are always designing new vehicles at Renault and if the thought of a brand-new vehicle appeals to you, then you can look to part-exchange your current vehicle. To see what is new, visit the Renault Website or you can find your local dealership here. They will be happy to arrange a test drive and give you all the information you need.

 

Keep the vehicle and Refinance the Optional Final Payment: You may choose to keep your vehicle and Refinance the Optional Final Payment over, either a 24-month or 36-month period (subject to status and your Finance Agreement being up to date at the time the final payment falls due).You can choose your preferred selection through our Online Portal or by contacting our End of Agreement team, you will then receive your Refinance documents. Please sign the forms and send them back by post or email to refinance@rcibanque.com.

If you would prefer to post the documents, to ensure its safe delivery, it is recommended to send this by recorded delivery, if you can to, Renault Finance, Refinance Team, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Bank Transfer: This will show on your Finance Agreement within 3 working days.

Cheque: It can take up to 3 working days from the date we received it to show on your Finance Agreement. If you would like to send a cheque, please make it payable to Renault Finance and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:

To ensure its safe delivery, it is recommended to send this by recorded delivery, if you can to, Renault Finance, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

 

Hand the vehicle back: You also have the option to hand the vehicle back to Renault Finance once your Finance Agreement has finished. We will arrange with you a convenient time to collect the vehicle. The vehicle will be inspected in line with The British Vehicle Rental and Leasing Association (BVRLA) guidelines on fair wear and tear and we will check whether you have exceeded the Annual Mileage Allowance as stated in your Finance Agreement. If you have exceeded your Annual Mileage Allowance, or there is damage outside of fair wear and tear you will be charged accordingly. Please refer to the BVRLA guidelines for further information.

You can choose your preferred selection through our Online Portal or by contacting our End of Agreement team , please sign the forms and send them back by post or email to vtteam@rcibanque.com

If you would prefer to post the documents, to ensure its safe delivery, it is recommended to send this by recorded delivery if you can to, Renault Finance, End of Agreement, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

 

What happens after my vehicle has been collected?

We will review your vehicle inspection report once your vehicle has been collected. A breakdown of your final liability will be posted within 14 days. If you have any questions concerning your vehicle inspection report, please contact our End of Agreement team.

Please note, we are unable to discuss damage charges until we have received and reviewed the report, please allow us 14 days. If at this stage, you’re unhappy with the charges please contact us to discuss this further.

What is Fair Wear and Tear?

The British Vehicle Rental and Leasing Association is also known as the BVRLA. On Finance Agreements where a vehicle is returned to Renault Finance at the end of a contract, we expect the condition of the vehicle to be at the standard as set out by the BVRLA. These vehicle return standards also apply to vehicles that are subject to Voluntary Termination. Please refer to the BVRLA guidelines for further information.

Can I have a payment holiday?

We understand that there may be times when unforeseen events could impact how you are able to manage your Finance Agreement - we are here to support you as best we can through these difficult times.

Unfortunately, we do not offer payment holidays, however, depending on personal circumstances there may be alternative arrangements available. To discuss your payment arrangements further please contact our Financial Solutions team, additionally, you may wish to contact an independent support organisation.

Please be aware that some arrangements may be subject to you providing confirmation of your income and expenditure to enable the assessment and are not always guaranteed.

I am having difficulties meeting my monthly payments – what should I do?

We understand that there may be times when unforeseen events could impact how you are able to manage your Finance Agreement - we are here to support you as best we can through these difficult times.

To discuss a payment arrangement further please contact our Financial Solutions team, additionally, you may wish to contact an independent support organisation.

Please be aware that some arrangements may be subject to you providing confirmation of your income and expenditure to enable the assessment and are not always guaranteed.

I am entering into an Individual Voluntary Arrangement - what do I need to do?

We would require the IVA company to send us a copy of the proposal including an income and expenditure report (the vehicle must be included in the report as an expenditure). Renault finance must be listed as a secured lender. All Renault Finance payments must then be kept up to date on the Finance Agreement. Please contact our Financial Solutions team if you wish to discuss this further.

I am being declared Bankrupt - what do I need to do?

We are sorry to hear this. Please ask your Official Receiver to contact Renault Finance to confirm your Bankruptcy. We will then liaise with them to determine the next course of action.

 

 

I am going through a difficult time.

Renault Finance is here to help you manage your Finance Agreement however we can. We have a dedicated customer care team who are specialised in helping customers who may be experiencing difficult circumstances. Please contact our Customer Care team on 0333 200 0002, by email solutions@rcibanque.com or by post to Renault Finance Customer Care team, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS. 
Additionally, you may wish to contact an independent support organisation.

Medical documentation may be required in order to assist. Please note, if you would rather a Third-Party to discuss your finances, we will need authorisation. Please go to Managing you Finance Agreement to see more details of what we require.

 

Passing of the Agreement holder – what do I need to do?

We are sincerely sorry to hear a relative/friend has recently passed away. We will do our best to ensure this difficult period is as easy as possible for you. The next of Kin has a few options available to consider:

Purchase the vehicle: The outstanding balance will be required to be settled by the estate. Please note this option is not available for Contract Hire or Finance Lease Agreements.
 

Keep the vehicle and continue with the monthly payments: The next of kin will be able to keep the vehicle and continue the monthly payments if the Finance Agreement is not in arrears. Please contact our Customer Care Team on 0333 200 0002 for the relevant documentation. Once we have received the signed documentation (by the informant named on the death certificate) the Finance Agreement will be updated.

Hand the vehicle back to Renault Finance: The next of kin can simply hand the vehicle back. Please contact our Customer Care Team on 0333 200 0002 for the relevant documentation.
Please note: The original or certified copy of the death certificate must be sent by post to Renault Finance, Customer Care team, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS. To ensure its safe delivery, it is recommended to send this by recorded delivery if you can. This will be returned to you by recorded delivery.
We are here to help, and if you have any further questions, please call our Customer Care team on 0333 200 0002.

Independent Support Organisations

Please see below, details of some independent organisations that can provide free, impartial help and advice.

Money Advice Service
www.moneyadviceservice.org.uk
Tel: 0800 138 7777

 

Citizens Advice
www.citizensadvice.org.uk

 

StepChange Debt Charity
www.stepchange.org
Tel: 0800 138 1111

 

National Debtline
www.nationaldebtline.org
Tel: 0808 808 4000

 

AdviceUK
www.adviceuk.org.uk
Tel: 0300 777 0107


Christians Against Poverty (CAP)
www.capuk.org
Tel: 0800 328 0006

Contact us

Online Portal: Simply log in to your Online Portal and click on the contact us section, which can be found by clicking on the question mark icon. If you haven’t yet activated your account, don’t worry, you can find out how to here.

Department  

Opening Hours          

Phone Number Email
Customer Services

Monday Friday 8:30am - 5:30pm

Saturday    9am - 5:00pm

0333009 0230*                                      

customer.services@rcibanque.com

End of Agreement

Monday – Friday 9am – 5:30pm 0330 331 0228* vtteam@rcibanque.com

Contract  Hire   

Monday - Friday 8:30am - 5:30pm

Saturday 9am - 5:00pm

0330 331 0224*

businessfinance@rcibanque.com

Electric Vehicle

Monday - Friday 8:30am - 5:30pm

Saturday 9am - 5:00pm

0330 331 0220*

electricvehicles@rcibanque.com

Financial Solutions

Monday – Friday 9am – 5:30pm

0333 200 0002

financialsolutions@rcibanque.com

Customer Care

Monday – Friday 9am – 5:30pm

0333 200 0002

solutions@rcibanque.com

 

*Calls to these numbers are charged at local rate from BT landlines plus your phone company's access charge. Calls from other networks may vary. Calls from mobiles and outside the UK may be higher.

 

 

 
I have a complaint – what do I need to do?

Our customers are at the heart of all our decisions, we aim to always provide the best level of service to all our customers, however, we’re aware that sometimes we fall short of this expectation. If you would like to discuss our service, please email or contact the relevant department and a manager will call you back within 3 days. If a manager is unable to resolve your complaint, this will be passed on to our Customer Relations team to investigate.

 

 

Something is wrong with my vehicle – what do I need to do?

If you have a complaint about your vehicle, please email or contact our Customer Services team, who will ask you for some details around the issue you are experiencing. You will be assigned a case handler within 5 days, following which a full investigation will be conducted. Please be aware, as per Financial Conduct Authority guidelines, we have up to 8 weeks from receiving a complaint to provide our final response.

What happens if you’re unhappy with the outcome of your complaint?

We pride ourselves on providing nothing less than excellent service to our customers. However, we understand that some complaints may not be resolved to our customer’s satisfaction.

If you remain dissatisfied with the way your complaint has been handled, or we have not provided you with our final response within eight weeks of receipt of your complaint, you may refer the matter to the Financial Ombudsman Service for review.

The Financial Ombudsman is a free, independent service for resolving disputes between consumers and a business that provides financial services. You will need to contact them within 6 months of receiving our final response letter.

You can visit the Financial Ombudsman Service website www.financial-ombudsman.org.uk or you can contact them via:

E-mail: complaint.info@financial-ombudsman.org.uk       

Phone: 0800 023 4567

Post:

The Financial Ombudsman Service
Exchange Tower

Harbour Exchange
London
E14 9SR

 

As a member of the Finance and Leasing Association (FLA), we support and comply with their Lending Code, which sets out standards of best practice. If you would like to see a copy of this code, please visit the FLA website: www.fla.org.uk.

We are authorised and regulated by the Financial Conduct Authority (FCA).
The FCA Register can be accessed at  www.fca.org.uk/register .

Our FCA registration number is RFN312330.

HOW TO CONTACT US?

ALREADY A CUSTOMER?

You can find all your details on your customer space.

NOT YET A CUSTOMER?
View our latest offers, or contact our Customer Service Team

* Calls to this number are charged at local rate from BT landlines plus your phone company’s access charge. Calls from other networks may vary. Calls from mobiles and outside the UK may be higher.