Existing customer FAQ

Who do I contact regarding a change of address?

If you move to a different address during the course of your agreement, please write to RCI Financial Services at RCI Financial Services Limited, PO Box 493, Watford, WD17 1FJ and advise us of your new details. Alternatively you can contact the customer service department on 08719 770011.

 

My payment is due to be collected from my bank account before I receive my monthly salary. Can I change my payment date to coincide with my salary?

You can change your payment date by up to 15 days either forwards or backwards for no extra charge. Please call RCI Financial services on 0333 2000 002 or alternatively you can write to us at RCI Financial Services Limited, PO Box 493, Watford, WD17 1FJ

 

Can I nominate someone else to discuss my account with Dacia Finance?

Yes, you can nominate an additional person for us to discuss your agreement with. To make this a permanent request for your agreement, please write to RCI Financial Services Limited, PO Box 493, Watford, WD17 1FJ including your agreement number and car registration number and the details of the person you are nominating including their name, address and date of birth.

 

Can I transfer my agreement into another name?

No, your agreement cannot be transferred into another name.

 

I have changed my registration plate. Do I need to inform anybody?

If you have put a personalised number plate on your vehicle since signing your agreement, please advise RCI Financial Services Customer Services on 08719 770011 of the new details and supply evidence from the DVLA of the new registration number so that we can amend our records.


At the end of your agreement if you are returning the vehicle and you wish to keep your personalised plate, you will need to have the vehicle re-registered. Please provide RCI Financial Services on 0333 2000 002 with the new details so that they can update their records. Also, please see "I have a personalised plate and am returning my vehicle, what do I do?"


Can I take my vehicle abroad on holiday?

Generally speaking, the vehicle cannot be taken out of the UK for more than 21 days at a time, however please refer to your original agreement terms and conditions in the section "The Vehicle" or "The Goods" for the specific rules relating to your agreement. Please contact RCI Financial Services on 0333 2000 002 for more details.

What should I do if I want to return the vehicle to RCI Financial Services but it has been damaged?

If your vehicle has been damaged you will need to have it repaired under your motor insurance policy before it is returned. If there is any damage that has not been repaired to the British Vehicle Rental and Leasing Association's (BVRLA) standards when your vehicle is returned, you will be charged for the repairs. RCI Financial Services will also need details of any accident damage you have had repaired during the course of your agreement. A copy of the BVRLA handbook is available upon request.

My vehicle has been written off or stolen and I am waiting for the money from the insurance company. Should I stop making the payments on my agreement?

You must continue to make the payments on your agreement until your insurance company has resolved the matter. Please call RCI Financial Services on 0333 2000 002 as soon as possible to advise them of the situation. If the amount paid by your insurance company to settle the agreement is not as much as the settlement figure on your agreement, you will be liable to pay the remaining shortfall amount. However, if you have taken out GAP insurance, the shortfall amount could be covered.

I have a problem paying for my agreement. Who do I contact?

If you are experiencing difficulties with paying your monthly payments please contact RCI Financial Services Collections department as soon as possible on 0333 2000 002 to discuss your situation and the courses of action available. The team will also be able to advise whether you have any credit insurance and could make a claim.

I have credit insurance on my agreement and need to make a claim. Where do I start?

You can find information on how to make a claim on your insurance documentation. For more information, contact Cardif Pinnacle Claims Department on 0208 207 9100 or click here: www.support.pinnacle.co.uk. You can also email them at claims@cardifpinnacle.com.

Can I have a payment holiday?

Your agreement specifies a particular payment profile, which does not include a provision for a payment holiday. If you are struggling to maintain your payments, please contact RCI Financial Services Collections department on 0844 4822 1715 to find a solution.

Who do I contact if I have a complaint?

RCI Financial Services aims to provide the highest possible standard of service to all our customers and would like to resolve any issues you may have to your entire satisfaction. The person who takes your initial call will aim to resolve the matter promptly. However, if you are not satisfied, and the matter is still not resolved, please let our Customer Services department know as soon as possible on 08719 770011. They will be able to refer any unresolved issues to our dedicated Customer Relations team who will investigate further.

We promise to provide a response within 48 hours of your complaint being received. You can contact us on 08719 770011, or by writing to: RCI Financial Services Ltd, PO Box 493, Watford, WD17 1FJ.

Can I pay off my loan early?

You could, if you like, repay your loan early. To do so you will need a settlement quote. This can be obtained by contacting RCI Financial Services on 0333 2000 002. The calculation of the settlement figure varies depending on the type of agreement you have and when it was signed.

If you have an agreement regulated by the Consumer Credit Act 1974 this will be clearly stated on the agreement itself (Regulated Agreement). Settlement figures for Regulated Agreements are calculated in accordance with the Consumer Credit (Early Settlement) Regulations 1983 if your agreement was signed before 31 May 2005, and under the 2005 regulations for all other Regulated Agreements.

On early settlement, the amount of interest you pay will generally be less than you would have paid if the loan had run its full course. The closer you are to the end of your loan term, the smaller the interest saving will be if you settle early. The FLA has a leaflet which explains the calculations in full. A copy is available at www.fla.org.uk or from the FLA on 020 7836 6511.

I would like to discuss my options before my agreement ends. What do I do?

Contact your dealer if you are considering purchasing another Renault alternatively contact RCI Financial Services on 0333 2000 002 to discuss your options.

What options do I have at the end of my finance agreement?

Towards the end of your Selections Agreement, RCI Financial Services will write to advise you of the options available to you. You will have 4 choices: Drive away a new Renault, Keep your Renault, Return the car to us or Refinance the Optional Final Payment. If you have a standard Hire Purchase agreement, you will own the car once all the payments are made. If you have a Personal Contract Hire, you will hand the car back. You can contact RCI Financial Services on 0333 2000 002 for more details.

I want to return my vehicle. What do I do?

Your local Renault dealer would be happy to discuss financing a new Renault using your current vehicle as part-exchange. To find out where your local dealer is, click here.

Alternatively, please contact RCI Financial Services on 0333 2000 002 for advice on how to return your vehicle.

Once your vehicle is returned, it will be inspected and you will be charged for any damage that falls outside the British Vehicle Rental and Leasing Association's (BVRLA) Fair Wear and Tear guidelines.

I have a personalised plate and am returning my vehicle, what do I do?

If you want to keep your personalised plate, telephone the DVLA on 0870 2400010 to obtain a retention certificate (this may take up to 6 weeks). You will receive a new V5C containing your vehicle's new registration. Please do not return the vehicle until you have this form and have signed the yellow section 9. Return the entire form to RCI Financial Services Ltd, PO Box 493, Watford, WD17 1FJ who will pass it to the DVLA.

If you return your vehicle with the personalised plate, RCI Financial Services Ltd will assume you are happy to pass it on.

When do I take legal ownership of the vehicle?

On a Hire Purchase or Renault Selections agreement, once you have made all the payments including the Option to Purchase fee, RCI Financial Services will transfer the legal title of the goods into your name. With a Lease or Contract Hire agreement, you will only ever lease the vehicle and legal ownership of the goods will always remain with RCI Financial Services Ltd.

When are excess mileage charges applied?

Your Renault Selections finance agreement is based on an agreed mileage determined and agreed between you and your dealer at the start of your agreement. If you decide to return the vehicle to us at the end of your agreement and the original agreed mileage limit has been exceeded, we will charge you for the extra miles at a rate of 6p per mile. Excess mileage charges are only applied if you return the vehicle to us. 

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