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LAND ROVER

EXISTING FINANCE CUSTOMER FAQS

HELPING OUR CUSTOMERS DURING CORONAVIRUS

If you’ve been impacted by coronavirus we’re here to help. We have options available if you’re worried about making your payments and tools to help you manage your money in uncertain times.

REQUEST A PAYMENT HOLIDAY

A payment holiday means you can pause your usual payments for up to 3 months to help stop you falling behind. After that, you start paying the same amount each month as before your payment holiday.

Taking a payment holiday won’t directly affect your credit score, as it won’t show that you’ve missed payments during this time. But lenders take a wide range of information into account when making decisions on borrowing, and this includes details you may provide about how you’ve managed your account, such as taking a payment holiday.

If you think a payment holiday could help you avoid missing a payment, you can apply for one online.

You can find out how more about payment holidays and the quickest way to request one by reading the information below.


IF YOU THINK YOU’LL STRUGGLE TO RESTART PAYMENTS AND YOU NEED FURTHER SUPPORT

You can ask to extend your payment holiday for up to 6 months if you’ve had 3 months already and you'll struggle to make payments. This includes any payment holidays already taken.

There’s information on how to request another payment holiday in the ‘How to ask for a payment holiday online’ section.

Before extending your payment holiday, you should think about whether you can start your payments again. When you take a payment holiday, you pay more overall as you take longer to pay back the amount borrowed. The longer your payment holiday, the more you pay. You may also incur extra vehicle related costs if you keep the vehicle for longer.

If you've already had 6 months of payment holidays, get in touch with us on 0344 8244732 to discuss your next steps.


FREE, INDEPENDENT SUPPORT

If you’d like to speak to someone independent, below is a list of other organisations that give free debt advice and can help with whatever money worries you have.

If you don’t know where to start, the Money Navigator Tool on the Money Advice Service gives instant help based on what you tell it about your circumstances.

You can also get advice on how to deal with financial difficulties as a result of coronavirus on the FCA website.

Useful links and telephone numbers:

Money Advice Service (0800 138 7777)
Citizens Advice Bureau (03444 111 444)
National Debtline (0808 808 4000)
Step Change Debt Charity (0800 054 6734)

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 
- I’ve reached the end of my payment holiday and I am able to restart my payments
- I’ve reached the end of my payment holiday and I am not able to restart my payments


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.

CORONAVIRUS RELATED QUESTIONS

If you need help with any coronavirus related queries, please go to the Coronavirus Related Questions section below. Here you should find answers to the common questions that customers have at this time.


PAYMENT HOLIDAYS – FURTHER INFORMATION

- 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
- I’ve reached the end of my payment holiday and I am able to restart my payments
- I’ve reached the end of my payment holiday and I am not able to restart my payments


CORONAVIRUS RELATED QUESTIONS

- PCP End of Contract Returns
- Voluntary Termination
- Maintaining My Vehicle During Coronavirus

MANAGE MY ACCOUNT

- Change payment date
- Make a payment
- Change my address
- Change my bank details
- Request a settlement figure
- Request a statement
- Update contact details
- Check my account details


MANAGE MY ACCOUNT LINKS
Land Rover - https://myfinance.landrover.co.uk/
You will need your agreement number, date of birth and postcode to log in.

CONTRACT PURCHASE CUSTOMERS

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CONTRACT PURCHASE CUSTOMERS - CONTRACT PURCHASE CUSTOMERS

  • Is this your first payment holiday? Do you need a payment holiday for 3 months?
    If you log into your online account*, you can follow the instructions on the home page to request a 3 month payment holiday. If you’re not able to login online then call us 0344 8244732.


    If you have had a payment holiday for 3 months or more and you cannot restart your payments, you may be able to extend your payment holiday to up to 6 months.
    Your payment holiday can be extended by one month at a time. This will include the Payment Holidays that you have taken so far.

    If you log into your account*, you can click on 'Manage my payment holiday' and follow the instructions to make your request. Please make your request at least 5 working days before your next payment is due, or your payment holiday may not be processed. You can extend your Payment Holiday up to a maximum of 6 months in total by logging into your online account or calling us.


    If you do not ask us to extend your Payment Holiday again, we will assume that you can start making your payments.

    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 8244732

    Before extending your payment holiday, you should think about whether you can start your payments again. When you take a payment holiday, you pay more overall as you take longer to pay back the amount borrowed. The longer your payment holiday, the more you pay. You may also incur extra vehicle related costs if you keep the vehicle for longer.

    If you have had a payment holiday for 6 months and you cannot restart your payments, contact us on 0344 8244732 to discuss your options.


    Are your money worries longer term?
    A payment holiday can help if you need to take a short break from making your payment. This may be due to a short term loss of or reduction in your income or your household income. If your money worries are longer term, please call us on 0344 8244732 so we can discuss if a payment holiday is right for you

    To ensure we can give you the best support when you call us, please get all details of your income and expenditure ready before you call. This may include wage slips, bills and bank statements.

    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 8244732 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 8244732 so that we can discuss other ways that we can help.
  • • 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. If you defer your payments by 6 months, you will not make any payments for 6 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. If you defer your payments by 6 months, the extra amount will not be more than £600.
    • 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.
    • You can take an initial payment holiday of up to 3 months. If your payment holiday has come to an end and you cannot restart your payments, you can extend your Payment Holiday to up to 6 months. You will need to extend your Payment Holiday one month at a time. This means that you only take a break from your payments for as long as you need. 
    • A Payment Holiday will not show as missed payments on your credit file but lenders may take it into account when making future lending decisions. You should keep in mind that lenders may use other sources of information when they make a decision to lend to you in the future.
  • 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.
    • The value of the vehicle will reduce over time. As you take longer to pay back the finance, the vehicle may be worth less than the outstanding balance.
    • If you have a PCP finance agreement, your maximum permitted mileage will stay the same. If you hand your vehicle back and you have exceeded the permitted mileage, you will be charged for excess miles.
  • If you have missed up to 2 payments, you can still ask for a 3 month or more payment holiday.

    If your missed payments relate to payments that were due in or after March 2020, you may be able to include these in your payment holiday. Please call us on 0344 8244732 so that we can arrange this for you.
    If your missed payments relate to payments that were due before March 2020 and you have not yet spoken to us about the missed payments, call us on 0344 8244732 so that we can discuss your options.

    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 0344 8244732 so we can discuss if a payment holiday is right for you.
  • When your payment holiday ends you will restart your monthly payments. Your monthly payment will be for the same amount as before your payment holiday.

    If you have been charged an extra interest amount for taking a payment holiday, you will not pay this until after your last payment. If the extra interest 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.

    The due date for your monthly payments will likely have changed as a result of taking a payment holiday. You will have received a letter from us telling you the new payment date. You can also check your payment due date by logging into your online account* and checking the ‘My account’ screen.

    If you cancelled your Direct Debit, please reinstate it before your monthly payments are due to restart. You can do this by logging into your online account* and selecting 'Update Bank Details’. You will then need to enter your sort code and account number. You will need to reinstate your Direct Debit at least 8 working days before your next payment is due.

    If it is too late to reset your Direct Debit for when your payments restart, you can make a payment by debit card using the “Make a payment’ option in your online account.

    If you are unsure whether you cancelled your Direct Debit, you can check if it is still active with your bank. You should be able to find this information on your bank’s online banking or mobile banking app. If not, you will need to call your bank.

    *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 8244732.
  • If you cannot restart your payments, you can extend your payment holiday to up to 6 months. See the information in the ‘How to ask for a payment holiday online’ section.

    Before extending your payment holiday, you should think about whether you can start your payments again. When you take a payment holiday, you pay more overall as you take longer to pay back the amount borrowed. The longer your payment holiday, the more you pay. You may also incur extra vehicle related costs if you keep the vehicle for longer.

    If your money worries are longer term, please call us on 0344 8244732 so we can discuss if extending your payment holiday is right for you.

    If you have taken a 6 month payment holiday and you are not able to restart your payments, call us on 0344 8244732 to discuss your options.

    To ensure we can give you the best support when you call us, please get all details of your income and expenditure ready before you call. This may include wage slips, bills and bank statements.

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 may be a delay as the company that collects vehicles is working hard to arrange collections now that their services have restarted. 

    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 we have not been able to collect your vehicle yet.  The company that collects vehicles for us is working hard to keep your wait to a minimum now that their services have restarted. 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 we have not been able to collect your vehicle yet.  The company that collects vehicles for us is working hard to keep your wait to a minimum now that their services have restarted. 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

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.

     

    Option 2. 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 lbscustomerservices@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 lbscustomerservices@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