Your questions answered

• What happens at the end of the agreement term?

  If the agreement is a minimum term – the lease will continue beyond the minimum term until you provide one month’s written notice that you wish to terminate the agreement. Upon expiry of such notice, you must return the equipment in accordance with the terms of the agreement. If you would like to discuss options for continued use of the equipment, please contact us.

  If the agreement is for a fixed term – at the end of the term of hire, you must return the equipment in accordance with the terms of the agreement. If you would like to discuss options for continued use of the equipment, please contact us.

  If the agreement is a hire purchase – once all payments have been made, including the option to purchase fee, you will have full ownership of the equipment.

• What should I do if the equipment isn’t working properly?

  Please contact the original equipment supplier, maintenance provider or dealer directly.

• What should I do if the original equipment supplier or maintenance provider is no longer trading?

  The next step is for you to find an alternative maintenance provider for the equipment.

• Is the agreement cancellable?

  Please review the terms of your agreement, if you are still unsure please contact us.

• What are the early settlement terms?

  Payment of all future rentals which would otherwise have fallen due from the point of settlement until the expiry of the agreement, less an applicable discount for early receipt, plus applicable fees. Please note that early settlement of the agreement does not automatically transfer ownership of the equipment to you.

• What is the insurance included in my agreement?

  Asset protection is a mandatory requirement within the terms and conditions of your agreement with us. If you would like to cancel, make a claim or would like a copy of the asset insurance details, please contact Acquis insurance on 0800 032 0520.

• Why is my first payment more than I expected?

  Depending on when your first instalment was due and when we received your credit agreement, two of your payments may be taken close together or on the same day. 

• How can I change my monthly payments?

  We can change your Direct Debit payment date but the amount of days you can change your instalment dates by will depend on your insurance broker. Any changes must be made four or more working days beforehand. There may be a charge for this service.

• My payments have increased or decreased recently – why is this?

  An ongoing change to the amount of your monthly payments may be due to an increase or decrease to your insurance premium. You should have received a new repayment schedule and letter from us explaining this. You can also check with your insurance broker.

• One of my payments was higher than I expected - why?

  If you have recently missed a payment, we may have collected this and / or a default fee at the same time as your next payment. 

• I have missed a payment – will I be charged a fee?

  If you miss a payment you may have to pay a default fee. Please see the terms and conditions on your credit agreement to find out more. 

• I have missed a payment – will this affect my insurance?

  If you miss a payment more than once and do not make a payment to rectify this, your agreement with us may be cancelled. This could impact your insurance policy and you may be charged a cancellation fee.

• How can I pay if I miss a monthly payment?

  Contact us direct on 0330 123 9613.

• What fees could I be charged?

  The terms and conditions of your agreement with us outline the fees you may be charged and could include:

  • Facility fee – for setting up your credit agreement.
  • Cancellation fee – if you cancel your credit agreement.
  • Default fee – if you miss a payment.
  • Fee for moving a payment – if you move the date that your instalment comes out of your bank account.
  • Your insurance broker may also charge you a fee for setting up your credit agreement.

• What do I do if I want to cancel my insurance or finance agreement?

  If you want to cancel your finance agreement and / or your insurance policy you should first read the information provided in the welcome pack we sent you when you first took out the agreement. This explains your right to withdraw from or cancel your agreement. You should then speak to your insurance broker to arrange an alternative method of financing your insurance policy if you would like the policy to continue. 

• Can I pay the full balance of my credit agreement early?

  Yes, please contact us on 0330 123 9613.

We are committed to providing you with the highest level of customer service, but sometimes things do go wrong. We welcome the opportunity to put things right for you, so please get in touch.

Once we've dealt with your complaint, we'll go back and see what we can learn from your experience.

• I would like to make a complaint

  If you have a complaint about an agreement with us or a service, please complain to us first by calling 0330 123 9613 or writing to us at Investec Asset Finance, Reading International Business Park, Reading, RG2 6AA. We will acknowledge your complaint and write to you within 8 weeks either confirming our final position or explaining why we are unable to do so. 

• I would like an update on my complaint

  Please be advised that we require 8 weeks to respond to your complaint, however if you would like an update within these 8 weeks then feel free to contact us.

• I am not happy with the response to my complaint

  If you are dissatisfied with outcome of your complaint, you can may be able to refer your complaint to the Financial Ombudsman Service by writing to Exchange Tower, London, E14 9SR, calling 0800 023 4567 or emailing [email protected] 

  The ombudsman can help with most complaints if you are:

  • A consumer  
  • A micro-enterprise employing fewer than 10 persons that has an annual turnover or balance sheet less than €2m
  • A charity with an annual income of less than £1m
  • A trustee of a trust with a net asset value of less than £1m

  Visit the Financial Ombudsman Service website.