Frequently Asked Questions

Our teams are available:

Monday - Friday         9am - 5pm

You are also able to manage your agreement 24/7 through your online account. 

We currently aim to deal with your request within 5-10 days working days.

However, if you require a faster response time, please use our live chat function to speak with one of our agents.

Your outstanding balance can be found on your Annual Statement. 

If you would like to know what your outstanding balance is in-between statements, this can be viewed via your online account. Once logged in to your account, select 'Transaction History' from your dashboard. You will then see your current balance. 

Your agreement number can be found on your welcome letter/email, just below the date, or any other communication sent by us. 

Alternatively, you should see this as your Direct Debit reference number on your bank statement, or in your online banking. 

If you're still having problems locating your agreement number, please contact us via live chat (Monday- Friday, 9am-5pm).

If you would like to pay off your finance before your contracted end date you will need to request an early settlement figure from us, which can be done through your online account.

Once logged in to your account you'll need to select 'My Agreements', 'Manage Agreement' and then select 'Request a Settlement Figure' from the drop-down menu. If your request is made before 7pm, your settlement figure will be available to view in the 'My Documents' section of your account within 15 minutes. If made after 7pm your settlement request will be available to view from 8am the following day.

Once we have confirmed your settlement amount you can pay your outstanding balance online by clicking ‘Make a Payment’ and then selecting ‘Final Settlement Payment’ from the drop-down menu.

You can register for an online account at any stage of your agreement. You'll need your agreement number and vehicle registration to do so, both of which can be found on your agreement documentation.

Alternatively, if you are having problems getting your settlement online, you can request this from your Retailer or by selecting the “General Enquiry” category of our online form. Please note that this method of request could take a little longer to reach you (up to 7 days) if you choose to have it posted.

You can register for an online account at any stage, providing that you have an active agreement with us. To do so click the ‘My Account’ button on the top right of our website and select 'Personal' or 'Business' on the right-hand side of the login screen.

To register successfully you will need to enter the following details:

• Email address (this is where we'll send a validation email)
• Agreement number (7 or 8 digit number found on your documentation)
• Date of birth
• Postcode (this must be the postcode associated with the agreement)
• Vehicle registration (as per your agreement without spaces)

Once your registration is submitted we will send a validation message to the email provided. You'll need to follow the instructions within this email to log in. Should you not receive this within 15 minutes please check your spam/junk folder before attempting again.

If you are experiencing issues logging in to your account, please use the forgotten password link. You'll need to enter the email address associated with the online account in addition to your agreement number.

You will then receive a temporary password within 15 minutes. Should you not receive this within 15 minutes please check your spam/junk folder before attempting again.

If you continue to have issues, please contact us via live chat so that we can assist you further.

We'll pass your vehicle registration number to the parking space owner to help them identify you when you arrive. Parking site enforcement will also receive you vehicle registration number to avoid a penalty charge notice being issued in error.

Your registration details are very important for our commercial parking sites that use an Automatic Number Plate Recognition system. Once you've provided your vehicle registration number the system will recognise your vehicle to allow entry.

If you don't have your vehicle registration number to hand at the time of making your booking, simply enter 'TBC' and log in to your account later to update your booking details. You can also send your vehicle registration number to support@yourparkingspace.co.uk or get in touch with our team by using our contact form.

If you don't provide us with your vehicle registration number, or the number provided is incorrect, we will not take liability for a penalty charge notice that may be issued as a result.

We will no longer be sending paper copies of invoices to customers, following HM Revenue & Customs move to make tax digital.

Invoices can be viewed and downloaded in a PDF format via your online account. These will be available the day after payment has been collected from your bank and will remain within your account for 1 year for you to access at your convenience. If you have not yet created an account, you can find out how to do so here.

To access an invoice, you will need to log in and select ‘My Documents’ from your agreement dashboard. Your invoices should then be available to view.

By simply clicking the document name, you will create an automatic download of the document so that you can view, save, or print the document as required.

Not seeing your invoices? 

If your documents are not visible, it is likely that you need to activate online documentation. To do this click on ‘My Login’ in the navigation at the top of the page and ensure that “I want to go paperless” is selected. Once you have selected this option, you will be able to return to 'My Documents' where your invoices should be available.

If you are still unable to view them, please contact us directly from your account using the ‘General Enquiry’ category of the online form. This can be found within ‘Manage My Agreement’.

To view your documents online, you will need to log in or register your online account and select 'My Documents' from your dashboard. All documents should be available to view or download.

You will receive a notification to let you know a new document is available to view. All documents should be available to view or download in PDF format.

All letters will be automatically deleted from your online account after 12 months, so we would recommend you download them and save them to your personal device. To download a document, you simply click on the document name and an automatic download will start.

If you are a business customer with more than 10 vehicles in your fleet, currently your account will not be going paperless unless you have already chosen to do so.

If you are unable to view them, please make sure you have confirmed to see your documents in your online account by going to "My Login" once you've logged in.

If you have taken out a Contract Hire or Finance Lease agreement, you may receive a call from GID. They may contact you to discuss the Retailer experience and any asset protection you may have in place.

GID have been appointed by Stellantis Financial Services to contact our customers as part of our welcome process. They are a chosen business partner who provide financial services asset protection advice.

GID Limited are financial services specialists authorised and regulated by the Financial Conduct Authority. Should you wish to check this on the FCA register, the registration number is 510212. 

You can contact a member of staff at GID directly, by calling 01925 555508, or you can email admin@gidltd.co.uk. Please quote your agreement & vehicle registration number in your email.
 

If your Cosmetic Repair Insurance (CRI) policy was taken out on or after the 1st January 2021, you will need to get in contact with our new supplier GardX. You can register your claim by using the following contact information:

• Phone: 020 3325 4630
• Email: support-stellantisfs@gardx.co.uk

However, if your Cosmetic Repair Insurance (CRI) policy was taken out before the 1st January 2021, you can make a claim by getting in contact with MAPFRE ABRAXAS by using the following contact information below:

• Phone: 0330 400 1620
• Email: claims@psafinance-insurance.co.uk
• Web: claims.mapfre.co.uk

If your TLC policy was taken out on or after the 1^st January 2021, your policy will be with GardX. You can register your claim by contacting GardX on the following details:

Phone: 020 3325 4630

Email: support-stellantisfs@gardx.co.uk

If your Financial Shortfall Insurance (FSI) or Total Loss Cover (TLC) policy was taken out before the 1st January 2021, your policy will be with MAPFRE ABRAXAS. You can make a claim by contacting them on the details below:

Phone: 0330 400 1620

Email: claims@psafinance-insurance.co.uk

Web: http://claims.mapfre.co.uk

Just Add Fuel & Citroën/DS SimplyDrive customers who are at the end of their contract, but cannot return their car or pick up a new one, can accept the motor insurance quote automatically issued by our provider. If the policy is cancelled within 12 months, you will not be charged a cancellation fee and will be issued with a pro rota refund. Our provider will also honour cover for any car out of MOT provided the car is roadworthy.

If you are reaching the end of your contract and would like to extend it because you have re-ordered a new vehicle with Stellantis Financial Services and it is delayed, we may be able to offer you an extension.

If you would like to extend your contract, then you can ask us for a quote. Please remember that if you do extend the term of your agreement, you will pay more because the agreement is longer, and interest will be applied over a longer period.

You can tell us of your intentions including making a request to extend via your online account using the ‘Extend your contract – delayed replacement vehicle’ option within ‘Manage Agreement’.

If you don’t tell us that you want to extend the agreement or return the vehicle before the final payment is due, then the final payment will become payable, and we’ll take that payment. If you have a PCP agreement the final payment is a balloon payment and much larger than your normal monthly payment. 

Please contact us at your earliest convenience. You can also contact your vehicle retailer to find options about new vehicles if you are interested in part exchanging.

Payment Waiver is included as standard on all Personal Contract Purchase, Conditional Sale or Personal Finance Lease agreements entered into before 1st January 2021. If you entered into your agreement with PSA Finance between 1st January 2021 and 31st March 2021, we may allow you to make a request to apply the Payment Waiver feature at our discretion.

If you entered into your agreement after 31st March 2021 this feature is not available to you.

Please note that to be eligible for Payment Waiver you must meet certain criteria. Further information can be found here. If eligible, you will need to complete a Payment Waiver application form via your online account. The information you will need to submit on the form is as follows:

• Your agreement number
• Your name and address details
• Your date of birth
• Your contact information 
• Your most recent employer’s name and address
• Your position
• Your contracted hours per week
• The start date of your employment
• Your redundancy date
• The date you registered for job seeker’s allowance - Your letter will be required as evidence
• The date of your last job seeker’s allowance payment - Your bank statement showing your JSA payments will be required as evidence
• Your national insurance number

Once you have gathered all your information required, please go to your online account to complete the form, and upload your evidence.

Payment Waiver is included as standard on all Personal Contract Purchase, Conditional Sale or Personal Finance Lease agreements entered into before 1st January 2021. If you entered into your agreement with PSA Finance between 1st January 2021 and 31st March 2021, we may allow you to make a request to apply the Payment Waiver feature at our discretion.

If you entered into your agreement after 31st March 2021 this feature is not available to you.

For customers who qualify, Payment Waiver will cover you if you are made redundant through no fault of your own, waiving up to six of your regular monthly payments, which you will never have to repay. There are certain conditions that you will need to meet, which are detailed below.

• You have been in continuous full-time employment (i.e. 16 or more hours per week paying class 1 National Insurance as determined by HM Revenue and Customs) with no more than two employers for at least six months before asking us to apply the waiver;
• You have been made unemployed involuntarily through no act, fault or omission of your own;
• You have been unemployed for a continuous period of 30 days;
• You will need to give us full written details of your employment before we can apply the waiver; and
• For each month you’re unemployed (and want to apply the waiver) you give us written proof of your unemployment.

If at the end of the six months period you continue to be unemployed and unable to pay your regular monthly payments then you can hand the car back to us. If you do this, we will waive all future instalments (including any funded insurance), but you will have to pay any previous arrears, service charges, excess mileage (calculated on a pro-rata basis) and/or damage charges.

• Please note that we are unable to apply payment waiver in the following circumstances:
• You have not satisfied the criteria detailed above;
• You were notified of a redundancy (such as a consultation period) or made redundant before entering into this agreement or within 90 days of the start of the agreement;
• You have breached a term in this agreement (including non-payment);
• You are over the statutory pensionable age at the time you became unemployed; 
• You have a fixed term employment contract or are a sole trader or in partnership; and/or
• You are in employment.

If you believe you are eligible for Payment Waiver please click here for further information on how to make this request.

To change your bank details, you will need to download and complete the direct debit mandate form, found in your online account. Once completed, you can return it to us through your online account.

Once logged in your will need to select “Manage Agreement” from the dashboard and select "Change Direct Debit Details" from the drop-down list. You will then have the option to upload your document and submit.

Please ensure you send us the new details in good time for your next monthly instalment, especially if you’ve already cancelled your existing direct debit instruction.

Please be advised that you may be required to make payment via alternative means whilst your new payment instructions are being set up.

If you have settled your agreement or part exchanged, and another instalment has been paid since the day the settlement was made, a refund may be due on your account. Please allow 14 working days for this to be processed from the date we have received the settlement payment. Your dealer will be able to confirm the date the payment was made if you have part exchanged.

Things to bear in mind:

• You can monitor this on your online account via the Payment schedule
• You’ll be able to see the settlement being received, the agreement being closed and any overpayment (additional instalment) will appear as credit
• From this point the refund process will start automatically once the direct debit has cleared – please allow 5 full working days for the direct debit to clear before the refund process starts.
• From the time you see your account is no longer in credit, please monitor your bank account and you should see the funds being credited back to you – this is usually within approx. 4-7 working days from the date your refund is processed

Please refer to your settlement letter for clarification of the final instalment you will be required to pay under the terms of the settlement – this can be found on the second page of your settlement letter.

You may want to check if Stellantis Financial Services have a financial interest in a vehicle for any of the following reasons: 

• You are buying a vehicle privately and want to check if we still have a financial interest, as the seller previously financed with us
• You are a customer wanting proof that we no longer have an interest in your vehicle, because you have settled your agreement
• An insurance company requiring vehicle clearance
• Another finance house and concerned about dual interest
• Working for a MARS agency, and have a query against a clearance or dual interest check

To check whether Stellantis Financial Services still have an interest in a vehicle, fill out our simple and free vehicle clearance form. 

This depends on the type of agreement you have with us and whether the product was sold at a distance (telephone, email, post or online). Below is a standard breakdown for each product but please be sure to check your policy agreement terms as this may differ from what is standard.

Personal Contract Purchase and Conditional Sale

You have the right to withdraw from the finance contract within 14 days starting the day after you signed the agreement. To withdraw you will need to provide notice by email, telephone, or letter. You will be required to settle all amounts outstanding under the agreement within 30 days of giving us notice. Interest will continue to accrue until you have paid the sum owed. You’ll retain the vehicle.

Personal Contract Hire and Personal Finance Lease

If you sign your agreement on trade premises, such as in a dealership, you do not have a right to cancel. You only have a right to cancel if you’ve signed the agreement away from trade premises. If you’ve got a right to cancel, then you need to tell us within 5 days of signing the contract. This can be via email, telephone, or letter. You don’t have to tell us why, but we can charge you our costs if you’ve not taken reasonable care of the vehicle.

Please refer to your policy agreement terms for further details.

If you have a Conditional Sale or Personal Contract Purchase agreements regulated by the Consumer Credit Act 1974 then you have right to return the vehicle early, but you’ll have to pay at least 50% of the total amount payable under the agreement. 

In addition, you are responsible for paying:
•    any instalments due up to the point you terminate the agreement (including any arrears); and 
•    any excess mileage charge; and 
•    damage charges due

If you have any vehicle related services, then these will be stopped automatically.

If you are a Just Add Fuel ®, Citroen SimplyDrive® or DS SimplyDrive customer then you must contact your insurer to cancel the insurance policy if you want to stop it and stop paying. 

If you have a funded insurance loan, you can’t voluntary terminate this, but you can settle it early.

We encourage you to think carefully before applying this option, it may not be a good option for you if you have still got a lot to pay, you’ve made a large deposit, you haven’t kept the vehicle in good repair or kept to your mileage allowance as there could be charges when you return the car. 

If you’d like to exercise your right to terminate your agreement, you’ll need to let us know in writing. We’ll send you a quote showing your outstanding liability (if applicable) and information on how to proceed. Please note that it is your responsibility to return your vehicle to us.

Don’t suffer in silence, please contact us as each case will be looked at on an individual basis.  

Please note that when considering your request, we may ask for supporting documents. You can speed up the process by enclosing or attaching relevant documents, such as doctor’s notes, specialist referrals or letters from Department of Work and Pensions (DWP). 

If you are finding yourself in financial difficulty you can find advice, guidance and useful contacts on our financial difficulties page.  

We use a calculation called the ‘actuarial method’ to work out your settlement figure. This calculation is prescribed to us by the Consumer Credit Act (Early Settlement) Regulations 2004.

Further information about the way we calculate your settlement figure is available here.

Yes, you can change your mileage allowance. Please note that changes to your mileage allowance will result in changes to your monthly repayments. 

If you think you are likely to exceed your mileage allowance, you can increase it. Please be aware that this will result in an increase to your monthly repayment.

If you think you are unlikely to utilise your total mileage allowance and you would like to materially reduce your allowance to pay less each month, you can ask us for a quote.. We advise you to think carefully about this option to avoid a large bill at the end of your contract if you plan to return the car to us. 

To get a quote for a change to your mileage allowance, please contact us using the “General Enquiry” category on our online form. If you decide to accept the quote, an administrative fee may be charged.

If you hold the V5 document for your vehicle, you can take it outside the United Kingdom to the European Union, the Channel Islands or the Isle of Man for up to 28 days without notifying us.

If you do not hold the V5 document (this would be the case for a Contract Hire agreement) or if you wish to go abroad outside the United Kingdom (please note that the Channel Islands and the Isle of Man are not part of the United Kingdom or the European Union) for a longer period than 28 days, you will need to contact us to receive written permission. To consider your request, we’ll ask you to confirm some information, such as where you are taking the vehicle to and where it will be kept overnight.

To contact us simply use the “General Enquiry” category on our online form.

Please make sure that you check you have the correct documentation, insurance, roadside assistance, and equipment before you travel abroad.

You should notify us and contact your insurance company immediately to commence settlement or transfer to another vehicle.

Please note that your monthly repayments will continue as normal whilst these arrangements are being made. 

If your vehicle is deemed a total loss we will provide your insurer with a settlement figure but we won’t negotiate your insurance settlement with them on your behalf. Your insurance company will pay us directly, but if there is a shortfall, you will need to pay this. If there is a surplus, the insurance company will pay this to you. 

If you have financial shortfall insurance you should check whether this event is covered in your policy documents.

In most instances, you can. 

If you hold the V5 document for the vehicle you can go ahead and arrange this directly with DVLA. You must tell us your new registration number once your request has been completed.  

Please be aware that when you return the vehicle the plate will need to be removed in good time for the vehicle to be collected. Please note it can take up to 8 weeks so you’ll need to start the process early. 

If you do not hold the V5 document for your vehicle (this would be the case for a Contract Hire agreement), you will not be able to put a private plate on your financed vehicle.

Yes, you can change your payment date via your online account.

We understand that our customers sometimes need to move their payments to a more convenient date. We are therefore happy to move your due date forward up to a maximum of 15 days from the original payment date at the start of the contract.

If you are having difficulty accessing your account, you can find supporting information in the ‘online account’ section of our FAQs.

Stellantis Financial Services' bank details can be seen below:

Sort Code: 60-00-01 
Account Number: 83609520 

Please remember to use your agreement number as your payment reference so that we can identify your payment. 

Payment can be made by credit or debit card via the your online account. You will just need to log in or register to make payment.

We acknowledge that some people feel safer using a credit card online but please remember that repaying your debt with a credit card may increase the risk of escalating debt and financial difficulties. Please talk to us if you find yourself in financial difficulties.

Alternative methods of payment are also available. Please note that we can only take payment from the account holder or an authorised third party.

Call us: 0345 345 5449

Bank transfer:
Sort Code: 60-00-01
Account Number: 83609520 

Please don’t forget to include your agreement number as the reference so that we can identify your payment.

Yes, you can do this at any time via your online account.

You may be able to choose whether to reduce your monthly payments or on some of our products, to reduce the term of your agreement. Please tell us your preferred option when requesting a quote from us.

The quickest way to contact us and request a quote is via your online account, or via live chat when you're logging into your account (Monday-Friday, 9am-5pm).

Your first repayment will be taken one month less a day after the start date of your agreement. For example, if your contract start date is the 2nd January 2024, then your first payment will be due on 1st February 2024. The exact due date will be in your welcome letter.

We appreciate customers may need to amend their payment date, full details on how to do this can be found here. 

If you haven’t found the answer you’re looking for, the quickest way to get in touch with us is via live chat or our online contact form. 

Simply select the relevant category and provide the required information.

We recognise that despite our best efforts things don’t always go smoothly. If you have feedback for us or would like to make a complaint, please get in touch with us in the first instance using the details below. 

Email: ukcustomercare@stellantis-finance.com 

Customer Care Team 
Stellantis Financial Services UK Ltd
61 London Road
Redhill, Surrey
RH1 1QA 

Tel: 0345 313 3804

If we haven’t been able to resolve your complaint to your satisfaction, you can ask the Financial Ombudsman Service (FOS) to review the situation on your behalf. Please note that the Ombudsman will only be able to consider your complaint after we’ve provided you with our final response or it has been over 8 weeks* since you raised your concerns with us. 

*On 11th January 2024, the Financial Conduct Authority (FCA) announced that it will be using its powers under s166 of the Financial Services and Markets Act 2000 to review historical sales of motor finance agreements involving discretionary commission arrangements (DCA) across several firms. Whilst this review is ongoing, the FCA has introduced a 37 week (approximately 9 month) pause to the 8-week time-limit for all motor finance firms to provide a final response to relevant customers on these complaints.

Accordingly, we will let you know when we respond to your complaint whether your complaint is subject to this pause and when you can expect our final response.

Further information can be found at www.fca.org.uk/consumers/car-finance-complaints.

The contact details for the Financial Ombudsman are: 

Email: complaint.info@financial-ombudsman.org.uk 

Telephone from a Landline: 0800 234 567
Telephone from a Mobile: 0300 123 9 123 
Website: www.financial-ombudsman.org.uk 

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR 

As a firm regulated by the Financial Conduct Authority we are required to publish complaints data: click here.

You can update your home address via the ‘My Account’ section on this website.

Once logged in select ‘Personal Details’, then click on the update button and select ‘Update my address’ from the drop down list.

If you are having difficulty accessing your account, you can find supporting information in the ‘online account’ section of our FAQs.