Finance
FAQ
Select from the topics below to find the answers to our most frequently asked questions.
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@mobilize-fs.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 Mobilize Financial Services, 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.
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@mobilize-fs.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 Mobilize Financial Services, 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.
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@mobilize-fs.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 Mobilize Financial Services, 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.
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 Renault 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.
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@mobilize-fs.com.
Protecting our customer’s data, in line with the Data Protection Act 2018 is a top priority at Mobilize Financial Services. 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.
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 Mobilize Financial Services.
How can I make a payment?
You can make payments to Mobilize Financial Services either by bank transfer, cheque, over the telephone or online.
Bank Transfer: Please email customerservice@mobilize-fs.com and we will provide you with our bank details.
Cheque: If you would like to send a cheque, please make it payable to RCI Financial Services and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:
Mobilize Financial Services,
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 Transfer: 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 add a personalised number plate?
Yes, firstly you will need to complete a V317 form. This can be downloaded 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.
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.
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.
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.
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 Mobilize Financial Services, 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.
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.
The British Vehicle Rental and Leasing Association is also known as the BVRLA. On Finance Agreements where a vehicle is returned to Mobilize Financial Services 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.
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.
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.
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.
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.
Unfortunately, you will not be able to purchase the battery as it is owned by Mobilize Financial Services and available for Leasing only.
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.
To check if your vehicle has a Battery Lease, please contact our Electric Vehicle team for further information.
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.
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.
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.
Yes, all batteries need to be insured for the value on your contract. This is because the battery is owned by Mobilize Financial Services.
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 here.
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 Mobilize Financial Services either by bank transfer or cheque.
Bank Transfer: Please email customerservices@mobilize-fs.com and we will provide you with our bank details.
Cheque: If you would like to send a cheque, please make it payable to Mobilize Financial Services 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, Mobilize Financial Services, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.
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 Renault 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@mobilize-fs.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, Mobilize Financial Services, Refinance Team, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.
Keep the vehicle and settle the Finance: If you would like to keep the vehicle, you can simply pay your Optional Final Payment by Cheque or Bank Transfer, you can choose your preferred selection through our Online Portal or by contacting our End of Agreement team.
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, Mobilize Financial Services, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.
Hand the vehicle back to Mobilize Financial Services: You also have the option to hand the vehicle back to Mobilize Financial Services 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@mobilize-fs.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, Mobilize Financial Services, End of Agreement, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.
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.
The British Vehicle Rental and Leasing Association is also known as the BVRLA. On Finance Agreements where a vehicle is returned to Mobilize Financial Services 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.
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.
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.
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). Mobilize Financial Services must be listed as a secured lender. All Mobilize Financial Services 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.
We are sorry to hear this. Please ask your Official Receiver to contact Mobilize Financial Services to confirm your Bankruptcy. We will then liaise with them to determine the next course of action.
Mobilize Financial Services 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 2000 002, by email solutions@mobilize-fs.com or by post to Mobilize Financial Services 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 refer to our ‘Managing your Finance Agreement - Can I talk to you about someone else’s Finance Agreement?' for further information.
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 Mobilize Financial Services – 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 2000 002.
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
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.
Email – You can contact any of the departments below via email
- Customer Services – customerservices@mobilize-fs.com
- End of Agreement – vtteam@mobilize-fs.com
- Contract Hire – businessfinance@mobilize-fs.com
- Electric Vehicles – electricvehicles@mobilize-fs.com
- Financial Solutions – financialsolutions@mobilize-fs.com
- Customer Care – solutions@mobilize-fs.com
Opening Hours:
Customer Services – Monday – Friday 8:30am – 5:30pm, Saturday 9am – 5pm
End of Agreement - Monday – Friday 9am – 5:30pm
Contract Hire - Monday – Friday 8:30am – 5:30pm, Saturday 9am – 5pm
Electric Vehicle - Monday – Friday 8:30am – 5:30pm, Saturday 9am – 5pm
Financial Solutions - Monday – Friday 9am – 5:30pm
Customer Care – Monday – Friday 9am – 5:30pm
Phone Number: You can contact any of the departments below via telephone
Customer Services – 0333 009 0233*
Contract Hire – 0330 331 0224*
Electric Vehicle – 0330 331 0220*
End of Agreements – 0330 331 0228*
Financial Solutions – 0333 200 0002*
Customer Care – 0333 200 0002*
*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.
Postal Address
Mobilize Financial Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS
I have a service level 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 (please see the above dropdown for contact information). 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 here 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.
