TELEPHONE CALL CHARGES

Regrettably, there has been a delay in the implementation of our local rate telephone service between 26th October 2015 and 30th June 2016. If you did call us on 0871 987 0090 between these dates, please let us know your agreement number and send us a copy of your telephone bill (showing us your name, address, the number dialled and the cost of the call). We will then reimburse the excess cost directly to the bank account linked to your agreement together with £3 to cover your postage and inconvenience.

If you are not making your car payments by direct debit, please provide your sort code and account number along with your telephone bill.

Our contact details are:
Customers Service Department
RCI Financial Services Ltd
78 St Albans Road
Watford
Hertfordshire
WD17 1AF

FAQ

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

 
All topics

QUESTIONS AND ANSWERS

MY AGREEMENT

I need to notify you of a change in my details. How can I do this?

You can update your details online by logging into Your Account here, by telephone on 0333 0090231, or in writing to Customer Services Department, Egale House, 78 St Albans Road, Watford, WD17 1AF. Find out how to activate your online finance account here.

 

 

I would like to discuss my Agreement with someone. How do I contact you?

You can find information on your account and update your details online. Please see how to activate it here

My bank details have changed- what do I need to do?

Just call our Customer Service Centre on 0333 0090231 where one of our representatives will be happy to assist you.

I need to talk to you about someone else’s Agreement- can I do this ?

Due to Data Protection regulations, we can only give information on an account to our Agreement holder. However, our Agreement holder can authorise a third party to act on their behalf by giving us written confirmation. For more detail on what is required please contact our Customer Services team on 0333 0090231.

Can I transfer my Agreement to another person?

Unfortunately, we are not able to transfer a regulated Agreement into another individual’s name. Please contact us on 0333 0090231 if you wish to discuss this further.

Can I request a copy of my Agreement?

A copy of your agreement is available to download online. Please see how you can activate your online finance account and login to it here.

Is my Agreement cancellable?

If the finance Agreement is regulated, you only have 14 days from the day you sign your documents to cancel or withdraw from the Agreement. Should you exercise your right to withdraw from the Agreement we will require full settlement of the amount financed within 30 days from the date you notify us of your intention to withdraw. A daily interest charge will be applied to the amount financed until the full balance is received.

Please contact us on 0333 0090231 if you wish to discuss this further.

I am nearing the end of my Agreement and would like to discuss my options.

Just call our Customer Service Centre on 0333 0090231 where one of our representatives will be happy to assist you.

I have a contracted mileage allowance on my Agreement. What happens if I exceed this amount?

On some Agreements, there is a mileage restriction. If so, the annual mileage is the allowance you agreed with the dealer when your Agreement was set up. If you return your vehicle to RCI Financial Services, either at the end of your Agreement or at any other time you will be liable to pay for any additional miles used beyond your mileage allowance. Your mileage allowance and cost per excess mileage will be detailed in your Agreement.

Please contact us on 0333 0090231 if you wish to discuss this further.

How is my settlement figure calculated?

All figures are calculated according to the Consumer Credit Act 1974 and are valid for 28 days.

I would like an early settlement figure for my Agreement. How can I obtain this?

You can obtain a settlement figure online by logging into Your Account here (see how to do this), or via the telephone on 0333 0090231

.
.

I am having problems setting up my Direct Debit, is there an alternative way to pay?

a. You can make payments online by logging into Your Account here (check the video library to find out how). Please note that online payments will show on your account approximately 24 hours after the payment is made.

b. You can make payment using a credit or debit card by calling us on 0333 0090231. (Calls charged at basic rate per minute). Payment by debit card attract a £1 fee. Payment by credit card will attract an additional charge of 2.5% of the amount paid.

c. By bank transfer or standing order. Please contact us on 0333 0090231 to obtain our bank details and please quote your Agreement number as the reference.

d. By cheque – payable to RCI Financial Services. Please ensure the Agreement number is quoted on the reverse as the reference. Address - Customer Services Department, Egale House, 78 St Albans Road, Watford, WD17 1AF

Can I make a lump sum payment on my Agreement?

If your Agreement was entered into on or after 11th June 2010, you are able to make a lump sum payment towards your Agreement at any time. Any lump sum payment will be used to reduce your monthly rental. We are unable to accept part payments to reduce the term of your Agreement. If you are eligible to make a lump sum payment, you can do so online by logging into Your Account here (find out how to do it here). Please note that online payments will show on your account approximately 24 hours after the payment is made.

Can I reduce my payments/increase the term of my Agreement?

We are unable to increase the terms of your contract or reduce payments unless you are making a lump sum payment. If you are having difficulties making your payments, please contact 0333 2000 002 (calls charged at the standard geographic rate).

I would like to make a card payment on my Agreement. How can I do this?

You can make a payment online by logging into Your Account here (find out how to activate it here). Alternatively you can call our automated payment line on 0333 0090231. (calls charged at basic rate per minute). Please note that online payments will show on your account approximately 24 hours after the payment is made.

Why are my payments called ‘rentals’- I’m not renting the car?

The payments on your Agreement are called rentals because RCI Financial Services Limited own the vehicle until all of your payments are made or your finance Agreement is settled in full.

I am having trouble meeting my payments. Is it okay to sell my car?

You are unable to sell your vehicle privately until you have made your final payment to us. However, if you are experiencing problems meeting your payments, please contact  0333 2000 002 (calls charged at the standard geographic rate).

I took the finance for someone else and they have stopped giving me the payments. I can’t afford the payments, what can I do?

Under the terms of your contract, the vehicle must be kept in your daily control and you are responsible for maintaining the payments. If you are having problems making your payments please contact  0333 2000 002 (calls charged at the standard geographic rate).

I am entering into an IVA. Do I need to let you know details?

Yes we will need full details of your IVA and whether the Agreement is being adopted into the IVA or not. Please send us in all documentation as soon as possible for an individual review. Address - Financial Solutions Department, Egale House, 78 St Albans Road, Watford, WD17 1AF. Please call us if you wish to discuss further on 0333 2000 002 (calls charged at the standard geographic rate).

What should I do if I am struggling to make my normal monthly payments?

If you are finding it difficult to maintain your normal monthly payments, please contact us to discuss your circumstances on 0333 2000 002 (calls charged at the standard geographic rate). We are here to assist and may be able to offer you solutions for your finance Agreement to support you through this time.

I am having difficulty making my payments, or have missed a payment- what should I do?

If you are having problems making your payments please contact 0333 2000 002 (calls charged at the standard geographic rate).

Can I have a payment holiday?

Unfortunately, we do not currently offer payment holidays. If you are experiencing difficulty in making payments please contact our Financial Solutions Department on 0333 2000 002 (calls charged at the standard geographic rate).

I have made a payment online but it does not show on my account.

Online payments will show on your account approximately 24 hours after your payment has been made. If you would like to speak to a Customer Services advisor regarding this, please call 0333 0090231.

I want to make a complaint to you. How do I do this?

Please write to us at Customer Relations Department, Egale House, 78 St Albans Road, Watford, WD17 1AF.

We understand that some complaints may not be resolved to our customers satisfaction. If you remain dissatisfied with the way your complaint has been handled, once you have received a final response from us, you may refer the matter to the Financial Ombudsman Service for review

Contact Details:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0300 123 9 123 (calls charged at 10p per minute)
E-mail:complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman within six months of the final response letter 

I have just received a Statement of Account. Why has this been sent to me?

A Statement of Account will be sent to you annually, on the anniversary of your contract. This details all of the payments you have made to date and the balance outstanding. You can view your statements online by logging into Your Account here (find out how to do it here).

What are BVRLA standards?

The British Vehicle Rental and Leasing Association is also known as the BVRLA. On Agreements where a vehicle is returned to us 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.

Return standards for cars

Return standards for vans

 

What is a Finance Facility Fee?

The Fee is our administration charge to cover the cost of setting up your Agreement with us.

What is an Option to Purchase Fee?

This is our administration charge for passing title of the vehicle to you once your final payment has been made.

What is a balloon payment?

If you have a Nissan Preferences Agreement, the “balloon payment” or "optional final payment" is the lump sum payment you will need to pay at the end of your Agreement should you wish to keep the vehicle. The amount of the balloon payment will be detailed on your Agreement. We will contact you nearer the end of your Agreement to discuss the various options available to you.

What does APR mean?

APR stands for Annual Percentage Rate. To find out how an APR is calculated please visit the Money Advise Service at https://www.moneyadviceservice.org.uk/en

My vehicle has been involved in an accident and is an insurance write off. Do I need to continue making payments?

Yes you must keep up your payments until the Agreement is settled by your insurer and please notify us immediately. Please ensure you inform your insurer of our interest if they are not already aware and that they must make settlement to us. In the event that your insurance settlement is more than the amount outstanding on your finance Agreement, we will refund the balance to you, if there is a shortfall you will be liable to pay us the difference. If you require an up to date settlement quote, you can view it online by logging into Your Account here. Check the video library to find out how to activate it.

I am considering my Voluntary Termination options. What do I need to do?

If you have a regulated Hire Purchase or Nissan Preferences Agreement, you have a statutory right to terminate your Agreement early. Should you wish to do so you are liable to pay 50% of the total amount payable under your Agreement, plus any arrears. This amount will be detailed on your Agreement under “Termination – Your rights”. In the event you are considering voluntary termination we ask you to contact us on 0333 0090231.

I am thinking of purchasing another Nissan vehicle. What offers are currently available?

Go to www.nissan-offers.co.uk to see current offers.

Calls to 03 numbers will cost the same as calls to geographic numbers (starting 01 or 02), and calls from mobiles will be included as part of any inclusive call minutes in the same way as geographic calls.