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LAND ROVER

EXISTING FINANCE CUSTOMER FAQS

HELPING OUR CUSTOMERS DURING CORONAVIRUS

We know that many of our customers have been impacted by coronavirus. This help page explains the support that we can provide to you. It also answers some of the questions that you may have at this time.

If your income has been impacted by coronavirus, we have a range of options to help you. We may be able to give you a payment holiday or offer you other help if you need it. If you need a payment holiday, you may be able to defer your payments for 1 month or 3 months.

In most cases, you can make your request online using ‘Manage My Account’. If you are unable to process your request online, you can call Land Rover Financial Services on 0344 8244732. Please try the online option first as this is the quickest way to make a request.

You can find out more about payment holidays below. Go to the Payment Holidays section which explains:
- How to ask for a payment holiday online
- How a payment holiday works
- How you will know the payment holiday is in place
- Why you pay more for a payment holiday
- What if you have already missed payments
- What happens when the payment holiday ends

A payment holiday can help if you need to take a short break from making your payments. This may be due to a short term loss of or reduction in your income or your household income. If you are concerned the impact may be longer term, a payment holiday may not be right for you. Please call us on 0344 8244732 so that we can discuss other options to help you. If you need extra help, you can also visit https://www.blackhorse.co.uk/contact/Money-Worries

If you have missed up to 2 payments, you can still ask for a 3 month payment holiday online. If your money worries are longer term, please call us so we can discuss if a payment holiday is right for you.

The payments missed before you started your payment holiday will still be due. If you have not spoken to us about the missed payments, call us so we can discuss any further support that you may need.

CONTRACT PURCHASE CUSTOMERS

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CONTRACT PURCHASE CUSTOMERS - CONTRACT PURCHASE CUSTOMERS

  • If you only need a payment holiday for one month, log into your account.  You can then use the ‘Change Payment Date’ option to move your payment date by up to 30 days.  If you have changed your payment date before, you will not be able to make the request online.  You will need to call Land Rover Financial Services on 0344 8244712.
    If you need a payment holiday for 3 months, log into your account.  You should then follow the instructions on the home page to make your request.

    If you are a business, you may not be able to use our online service. If you are unable to use the online service, call us on 0344 8244712.

    If your payment is due within 5 days, you will not be able to have a payment holiday for this payment:

    If you can make the payment, you can come back and request a payment holiday for your next payment. 
    If you cannot make the payment, you can stop it by speaking to your bank and asking them not to pay the Direct Debit.  You will then need to call Land Rover Financial Services on 0344 8244712 so that we can discuss your options with you.

    If you are more than two payments behind, you may not be able to have a payment holiday. Please call Land Rover Financial Services on 0344 8244712 so that we can discuss other ways that we can help.

    Most customers should also be able to use our online ‘Manage My Account’ service to access a number of other services such as changing account details, making payments and to request a settlement figure or statement of account.

    You will need your agreement number which you can find on any correspondence from us, or it will be the reference number for the direct debit shown on your bank statement.

    You can log in by visiting - https://myfinance.landrover.co.uk
  • • A payment holiday can help if you need to take a short break from making your payments. This may be due to a short term loss of or reduction in your income or your household income. If you are concerned the impact may be longer term, a payment holiday may not be right for you. Please call us on 0344 8244732 so that we can discuss other options to help you.
    • If you defer your payments by 3 months, you will not make any payments for 3 months.
    • You will pay more overall as you take longer to pay back the amount borrowed. We will work out how much extra you will need to pay and we will add this to your agreement.  
    • We will work out how much is due by using the interest rate shown in your agreement. The extra amount will not be more than £100 for each month that we defer your payments.  This means if you defer your payments by 3 months, the extra amount will not be more than £300. 
    • You will be asked to pay the extra amount the month after your final payment is due by making additional monthly payments. If the amount is more than your monthly payment, it will be split over a number of months. This means that you will not pay more than your normal monthly payment each month.
    • You do not need to ask your bank to make any changes to your direct debit. We will take care of this for you.
    • We can defer your monthly payments by a maximum of 3 months. If you have already had a payment holiday for 1 month, we will apply for 2 more months.
    • Your credit file will not be adversely impacted.
  • • We will defer your payments one month at a time. Each month you will receive a letter confirming your next payment date has been moved by one month.  This letter will tell you how much you will pay each time we defer your payments. You will need to add up the amount shown in each of the letters to work out the extra amount that you will pay overall.
  • • You will pay more overall as you will take longer to pay back the amount borrowed.
    • You may also have to pay other costs if you take a payment holiday. If you keep your vehicle for longer, you will need to pay for your insurance and road tax for longer. If you have a warranty or breakdown cover, it may not cover you for the extended time that you will have the vehicle. You may also need to pay for an additional MOT or service on the vehicle.
  • If you have missed up to 2 payments, you can still ask for a 3 month payment holiday online.

    A payment holiday can help you if you need to take a short break from making your payment. This may be due to short term loss or reduction in your income or your household income. If your money worries are longer term, please call us on 0800 8244712 so we can discuss if a payment holiday is right for you.

    The payments missed before you started your payment holiday will still be due. If you have not spoken to us about the missed payments, call us so we can discuss any further support that you may need.
  • • You will restart your monthly payments. After you pay the last payment, you will pay the extra amount. If it is more than your monthly payment, it will be split over a number of months. This means that you will not pay more than your normal monthly payment each month.

CORONAVIRUS RELATED QUESTIONS

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CORONAVIRUS RELATED QUESTIONS - CORONAVIRUS RELATED QUESTIONS

  • Keep the vehicle

    If you wish to keep the vehicle, you will need to pay the optional final payment.  You can do this online or by calling Land Rover Financial Services on 0344 8244712 and selecting the make a payment option.

    Return the vehicle

    If you wish to return the vehicle to us, we can arrange this for you.   There will be a delay as the company that collects the vehicles for us is currently closed. 

    If your end of contract date is more than 28 days away, you do not need to take any action at the moment.  Please come back to us when your end of contract payment date is within 28 days and we will tell you what to do.

    If your end of contract date is within 28 days, you should do the following:

    • Email us at Mbox-PCPReturns@lbgassetfinance.co.uk to confirm that you wish to return the vehicle.  You will need to include your agreement number.   We will be back in touch as soon as we can to arrange collection.
    • If you have not already done so, please cancel your direct debit so that no further payments are made to us.  Your agreement will be placed on hold until the vehicle is collected.  You will not be charged any late payment fees.   We will also ensure that there is no negative impact on your credit file.
    You must stop using the vehicle with effect from your end of contract date. This is the due date for your optional final payment. You will find this in the reminder letters that we sent you advising that your contract is coming to an end.
    • You can cancel your motor insurance after the end of contract date.  We will arrange cover for the vehicle. You must not drive the vehicle as you will not be insured to do so.
    • You can apply to the DVLA to SORN the vehicle so that you do not have to continue paying road tax. Usually, if you SORN a vehicle, it must be kept off a public road. The DVLA has confirmed that this is still the case but they may consider taking a more lenient approach if they think it is right to do so.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • You will still have to pay any charges that may be due if you have exceeded the mileage allowance. You will find your mileage allowance and excess mileage rate on your agreement. You will also have to pay any charges that may be due for damage to the vehicle other than fair wear and tear. We will contact you about any charges that may be due AFTER the vehicle has been collected.
  • We are sorry but we will not be able to collect the vehicle yet.  The company that collects vehicles for us is currently closed.  We will be back in touch as soon as we can to arrange collection.

    We understand you may have some questions about what this means for you in the meantime so we have provided more information below:

    • If you have not already done so, please cancel your direct debit so that no further payments are made to us.  Your agreement will be placed on hold until the vehicle is collected.  You will not be charged any late payment fees.   We will also ensure that there is no negative impact on your credit file.
    You must stop using the vehicle with effect from your end of contract date.
    • This is the due date for your optional final payment. You will find this in the reminder letters that we sent you advising that your contract is coming to an end.
    • You can cancel your motor insurance after the end of contract date.  We will arrange cover for the vehicle. You must not drive the vehicle as you will not be insured to do so.
    • You can apply to the DVLA to SORN the vehicle so that you do not have to continue paying road tax. Usually, if you SORN a vehicle, it must be kept off a public road. The DVLA has confirmed that this is still the case but they may consider taking a more lenient approach if they think it is right to do so.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • You will still have to pay any charges that may be due if you have exceeded the mileage allowance. You will find your mileage allowance and excess mileage rate on your agreement. You will also have to pay any charges that may be due for damage to the vehicle other than fair wear and tear. We will contact you about any charges that may be due AFTER the vehicle has been collected.

VOLUNTARY TERMINATION

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VOLUNTARY TERMINATION - VOLUNTARY TERMINATION

  • We are sorry but we will not be able to collect the vehicle yet.  The company that collects vehicles for us is currently closed.  We will be back in touch as soon as we can to arrange collection.

    We understand you may have some questions about what this means for you in the meantime so we have provided more information below:

    • If you have not already done so, please cancel your direct debit so that no further payments are made to us.  Your agreement will be placed on hold until the vehicle is collected.  You will not be charged any late payment fees.  We will also ensure that there is no negative impact on your credit file.
    You must stop using the vehicle now.
    • As you will not be using the vehicle, you can cancel your motor insurance.   We will arrange cover for the vehicle. You must not drive the vehicle as you will not be insured to do so.
    • You can apply to the DVLA to SORN the vehicle so that you do not have to continue paying road tax. Usually, if you SORN a vehicle, it must be kept off a public road. The DVLA has confirmed that this is still the case but they may consider taking a more lenient approach if they think it is right to do so.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • When you told us that you wanted to terminate your agreement, we wrote to you explaining how this works. In this letter, we explained if a further sum would need to be paid. If a further sum is due, you should pay this as soon as you can as it became due when we terminated the agreement. If you do not pay this sum we will contact you about this after we have collected the vehicle to discuss how you can pay it.
  • If your income has been impacted by coronavirus, we have a range of options to help you.  We may be able to give you a payment holiday or offer you other help if you need it to give you time to get back on your feet.  See the Payment Holidays section above for further information.

    If you want to end your agreement and return the vehicle, please send an email to Collections.VTMailbox@lbgassetfinance.co.uk. You will need to include your agreement number and a telephone number so that we can call you back. We will call you back as soon as we can to explain how this works.  We are receiving a very high number of calls and emails at present so it may take us a few days to call back.

MAINTAINING MY VEHICLE DURING CORONAVIRUS

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MAINTAINING MY VEHICLE DURING CORONAVIRUS - MAINTAINING MY VEHICLE DURING CORONAVIRUS

MANAGE MY ACCOUNT ONLINE

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MANAGE MY ACCOUNT ONLINE - MANAGE MY ACCOUNT ONLINE

  • You can change your payment date online.  Select the ‘change payment date’ button. You will be shown the amount that will be due for changing your payment date. You will need to make the changes at least 5 days before your next monthly payment is due. If you are unable to process a payment date change online, you can call Land Rover Financial Services on 0344 824 4732.
  • You can make a payment online. Select the ‘make a payment’ button.  You can also make a payment by calling Land Rover Financial Services on 0344 824 4732 and selecting the ‘make a payment’ option.
  • You can change your address online.  Select the ‘update address’ button and you can input your new address.
  • You can change your bank details online.  Select the ‘update bank details’ button and you can input your new bank details.
  • You can obtain a settlement figure online. Select the ‘settlement figure’ button.  You can also obtain a settlement figure by calling Land Rover Financial Services on 0344 824 4712 and selecting the settlement figure
  • You can obtain a statement of account online. Select the ‘request a statement’ button.
  • You can update your contact details online. Select the ‘update contact details’ button.
  • You can check details of your account online. You can check the balance, term, APR, last payment date and amount and your next payment date and amount.

HELP AND SUPPORT

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you or your business so, we’ve put in place some additional support and information to help.

If your income has been affected by the disruption from the coronavirus, we are offering a range of solutions to help such as payment deferrals for our personal customers.

In light of the latest government announcement, we are working hard to prioritise essential services to ensure that we can meet the needs of the customers most severely impacted by COVID-19. Our key priorities are to keep essential workers mobile and to support customers in need of a payment deferral. If your call is not of this nature we would appreciate you waiting to call us and we will provide more updates and support here as soon as possible.

Please see below the answers to a number of common questions that customers are facing at this time:

CONTRACT HIRE CUSTOMERS

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CONTRACT HIRE CUSTOMERS - CONTRACT HIRE CUSTOMERS

  • If your income has been affected by coronavirus, we have a range of options to help you. This may include the option to defer rentals for up to 3 months.

    A payment deferral can help if you need to take a short break from making your payments. This may be due to a short term loss of or reduction in your income or your household income. However if you are concerned the impact may be for longer term, a payment holiday may not be right for you. Please contact us by email lbscustomerservices@lexautolease.co.uk so that we can discuss other options to help you.

    If you would like to defer your rentals and you are a personal contract hire customer please visit our secure online portal www.managemyvehicle.co.uk. You can apply to defer your payments online and we will then let you know whether your request has been accepted.

    If you are a fleet or BCH customer please contact our Customer Services team by email lbscustomerservices@lexautolease.co.uk who will respond to your request. Due to the high volume of emails we are currently experiencing, our response times are longer than normal.
  • The Transport Secretary has confirmed a 6 month exemption from MOT testing for all cars, vans and motorcycles that have an MOT due from 30 March 2020. Please contact your local Jaguar Retailer directly to arrange. Vehicles must be kept in a roadworthy condition and most Retailers will remain open for essential repair work. Drivers can be prosecuted for driving unsafe vehicles.

    Department for Transport: https://www.gov.uk/government/news/vehicle-owners-to-be-granted-mot-exemption-in-battle-against-coronavirus
  • We are aware that a number of Retailers have closed but a number of these will remain open for the sole purpose of servicing and maintaining Key Services & Workers vehicles.

    If you are a NOT a key worker we recognise that the facilities to service vehicles aren’t currently available. We understand that this may mean you are unable to adhere to Jaguar’s servicing guidelines and recommend that you have the work completed as soon as possible after lockdown.

    In the meantime ensure basic maintenance is followed. Please refer to the advice from the AA on how to maintain your vehicle when not driving regularly:

    https://www.theaa.com/driving-advice/laying-up#guidelines

    For further guidance please use the Jaguar website to obtain specific vehicle information in light of the current situation.

    If you have a non-maintained contract we understand that this may mean you are unable to adhere to Jaguar’s servicing guidelines and recommend that you contact your Retailer and have the work completed as soon as possible after lockdown. In the interim, please refer to the AA website above.
  • A number of Retailers have closed their sales operation but continue to work remotely via telephone, email and online. Due to reduced colleague numbers in certain departments you may experience a delay in the service normally provided.

    A number of servicing sites remain open to support Key Services & Workers.
  • All new vehicle deliveries will be postponed until further notice. We will endeavour to deliver vehicles for critical services and workers however unfortunately we cannot guarantee this.
  • Unfortunately due to the coronavirus restrictions, our vehicle collection services are temporarily unavailable.

     

    Option 1. Keep using the vehicle

     

    If you would like to keep the vehicle for an extended period beyond your end of contract date, we will continue your contract for you and confirm monthly rental details in the post. If you choose to keep vehicle then there is no need to contact us at this time as your informal extension will continue.

     

    Option2. You still wish to return your vehicle

     

    Please follow the steps below if you still wish to return your vehicle

     


    • Copy and paste the template below into a new email
    • Complete the required details
    • Email the completed template to lbscustomer.services@lexautolease.co.uk with the subject heading ‘Vehicle Return Request’

    Registration Number:

     

    Proposed Contract End Date*:

     

    Vehicle mileage as at above date:

     

    *The Proposed Contract End Date should be no later than the date your contract was due to end.

    I confirm I will stop using the vehicle after the Proposed Contract End Date.

    I will keep/park the vehicle in a safe and secure location to minimise the risk of third party damage.

     

     

    You must stop using the vehicle after the Proposed Contract End Date. The vehicle may be parked on the public highway.

     

    As you will no longer be driving the vehicle, you can cancel your motor insurance policy.

     

    You may still receive invoices between the Proposed Contract End Date and the collection date but your rental will not be charged and direct debit payment will not be taken.

     

    Please note, you will still be liable for any excess mileage charges if you have exceeded your contracted mileage limit.

     

    We will contact you as soon as service resumes to arrange collection of your vehicle.

  • Please note if you would like to end your contract early before the original end date, you may be required to pay an early termination charge. Please email lbscustomer.services@lexautolease.co.uk who will be able to provide details.
  • Within the initial warranty period any breakdowns are referred to the Jaguar preferred breakdown provider.

    If you have a maintained contract and the vehicle is outside the warranty period our preferred supplier for breakdowns are the AA who operate across the UK with a network of over 2000 patrols providing roadside support.

    The AA have contingency plans to vary working patterns to mitigate the impact of staff absence where possible and provide continuity of service for our customers. We will continue to monitor the situation and will redirect any breakdown requests within the warranty period from other providers to AA should these alternative providers be unable to provide service.
  • Please refer to the advice from the AA on how to maintain your vehicle when not driving regularly.

    https://www.theaa.com/driving-advice/laying-up#guidelines