Contact us

How to contact us

How to contact us

How can I contact Mercedes-Benz Finance?

We pride ourselves on excellent customer service. If there’s anything we can do to help you, our dedicated support team will happily give you all the assistance you need.
Just follow the link below to contact us online, or alternatively, you may find an answer to your question in our 'Frequently Asked Questions' section. For a specific query, please contact us using the details in the table below, or alternatively email us on customerservices-mbfs@daimler.com

Finance contacts

Contact:PhoneOpening hours
Advice on managing your finance, all end-of-finance-contract enquiries or to arrange collection of your vehicle.0370 847 0700Monday to Friday
8.00am - 6.00pm
Saturday
9.00am - 5.00pm
To request a brochure, test drive or information about vehicles or a Retailer.0333 220 6603Monday to Friday 8am - 7.30pm
Saturday 9.00am - 6.00pm
Sunday 11.00am - 5.00pm
Breakdown queries+00 800 1777 7777
+442079757077
Breakdown assistance
lines are open 24/7
Warranty / vehicle queries+00 800 9777 7777Monday to Friday
8.00am - 6.00pm
Service contract queries.0370 242 6200Monday to Friday
8.30am - 5.00pm.
If you are in arrears and would like to make a payment.0370 241 6225Monday to Friday
8.30am - 7.00pm
Saturday
9.00am - 1.00pm
To discuss excess mileage or damage invoices associated with the return of your vehicle.0370 240 1110Monday to Friday
8.30am - 5.00pm
Vehicle Return Standards and returning your vehicle queries.0370 121 0535Monday to Friday
8.30am - 5.00pm

Insurance contacts

Contact:PhoneOpening hours
Your Motor Insurance0345 600 2180Monday to Friday
8.30am - 6.00pm
Saturday
9.00am - 2.00pm
Motor Insurance claims0333 220 6606Lines open 24/7
> Visit the Pinnacle Support website
GAP Insurance
Following an update to our GAP Insurance offerings, there is now 2 potential administrators for GAP Insurance and selects the one that applies to you.

AutoProtect (MBI) Limited - 01279 456507
MAPFRE Asistencia -
0845 136 8440

Calls cost 7p per minute plus your phone company's access charge

Monday to Friday
8.30am - 6.00pm
Saturday
9.00am - 5.00pm

Minor Damage Insurance, administered by AutoProtect (MBI) Ltd. and underwritten by AMTrust Europe Ltd.


Claims:

01279 456507

Complaints:

01279 456507


Monday to Friday
9.00am – 5.00pm
Saturday
9.00am – 1.00pm
Alloy wheel insurance Administered by AutoProtect (MBI) Ltd. and underwritten by Lloyds Syndicate 5820 which is managed by ANV Syndicates Limited on behalf of AutoProtect (MBI) Limited.

Claims

01279 456507

Complaints


01279 456500

Our goal is to provide the highest quality of service to each and every customer, but we recognise that things do occasionally go wrong. If you have a complaint, you can view our complaints procedure by proceeding to the next tab.

Finance complaint

Finance complaint

Mercedes-Benz Finance Complaints Procedure

Our goal is to provide the highest quality of service to each and every customer, but we recognise that things do occasionally go wrong. If you have reason to make a finance complaint, please follow our complaints procedure below.

Stage 1 – Contact us.

If you have reason to complain, you can contact us by;
Calling: 0370 847 0700
Emailing: customerservices-mbfs@daimler.comor writing to us at:
Mercedes‑Benz Finance,
Tongwell,
Milton Keynes,
MK15 8BA.
Monday to Friday 08.00 - 19.30, Saturday 09.00 - 17.00, Sunday 11.00 - 16.00.

Stage 2 – Our response.

If we are able to resolve your complaint within three working days, we will write to you providing confirmation that we believe your complaint is resolved.
We will also provide you with further options should you remain dissatisfied. If we are unable to resolve your complaint within three working days, we will inform you and your complaint will be escalated for further investigation.
We will provide written acknowledgement of your escalated complaint within five working days.Within four weeks of receiving your complaint, we will write to you with the outcome of our investigation. If we need to carry out further investigations, we will inform you of any delay with an estimated completion date which should be within four weeks of the initial complaint creation.In some instances, where we are unable to resolve your complaint within four weeks, we will write to you with an update and an anticipated resolution date which should not exceed eight weeks from the date we received your complaint.

Stage 3 — What to do if you’re not satisfied.

If the matter is not resolved to your satisfaction, you may refer your complaint to the Finance and Leasing Association Complaints Handling Team. They will independently explore the situation in line with their Code of Practice.
You can contact them at:
Finance and Leasing Association,
Imperial House,
15-19 Kingsway,  
London
WC2B 6UN.
If your complaint is regarding Vehicle Return Standards, you should instead contact the BVRLA (British Vehicle Rental and Leasing Association) at:
British Vehicle Rental and Leasing Association,
River Lodge,
Badminton Court,
Amersham
HP7 0DD.

Stage 4 — Independent review.

If we have not provided you with our final response within eight weeks of the date you first complained, or if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Scheme for an independent review at:
Financial Ombudsman
Service,
Exchange Tower,
Harbour Exchange Square,
London
E14 9SR
or click on the link below to visit the Financial Ombudsman webiste.

Motor Insurance complaint

Motor Insurance complaint

What to do if I am dissatisfied?

If you are disappointed with any aspect of the handling of your insurance, we encourage you to seek resolution by contacting the relevant Customer Services Team

If your complaint is regarding:Write to us at:Phone:
A claimAviva Insurance Limited
8 Surry Street
Norwich
NR1 3NG
0845 300 9514
A breakdownCustomer Care
Department
RAC House
Brockhurst Cresent
Walsall
WS5 4QZ
0800 731 1104
(for UK related complaints)
0800 107 5861
(for European related complaints)
Legal assistanceRAC Legal Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QM
01454 209 200
OtherDaimler Insurance
Services UK Limited
Tongwell
Milton Keynes
MK15 8BA
0845 600 2180

If you are unhappy with the outcome of your complaint you may refer the matter to the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
0800 023 4567 (free from landlines) or
0300 123 9123 (free from most mobile phones)
Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.
Or simply log on to their website:

Financial Services Compensation Scheme (FSCS)

Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.
Further information about the scheme is available from the FSCS website:

Or write to:

Financial Services Compensation Scheme,
10th Floor Beaufort House,
15 St Botolph Street, EC3A 7QU.

Gap Insurance complaint

Gap Insurance complaint

How do I make a complaint about the sale of my GAP Insurance?

Please contact the Retailer that sold you the policy.
Following an update to our GAP Insurance offerings, there is now 2 potential administrators for GAP Insurance, please select the one that applies to you.
MAPRE Asistencia (Policies sold between 2008 and March 2014)

How do I make a complaint about MAPFRE Asistencia and my GAP Insurance cover?

Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistencia, please contact them by calling their administrator, MAPFRE Abraxas on 0845 136 8440.
(Calls cost 7p per minute plus your phone company's access charge)
If you have a problem with a service, you can write to:
Abraxas Insurance Administration Services Limited.
Unit 1& 2 Buckingham Court,
Beaufort Park,
Almondsbury,
Bristol,
BS32 4NF.
Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

Would I receive compensation if MAPFRE Asistencia was unable to meet its liabilities?

MAPFRE Asistencia is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

AutoProtect (MBI) Limited (Policies sold from March 2014 onwards)

How do I make a complaint about AutoProtect (MBI) Limited and my GAP Insurance cover?
Combined GAP Insurance and Lease GAP Insurance are both underwritten by AutoProtect (MBI) Limited, if your documents state this administrator please contact them by calling, AutoProtect (MBI) Limited on 01279 456507.
If you have a problem with a service, you can write to:
AutoProtect (MDI) Ltd.
Warwick House
Roydon Road
Harlow
CM19 5DY
Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).
Would I receive compensation if AutoProtect (MBI) Limited was unable to meet its liabilities?
AutoProtect (MBI) Limited is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.

Minor Damage Insurance complaint

Minor Damage Insurance complaint

How do I make a complaint about the sale of my Minor Damage Insurance?

Please contact the Retailer that sold you the policy.

How do I make a complaint about a claim or the administration of my Minor Damage Insurance?

Minor Damage Insurance is underwritten by AmTrust Europe Limited and is administered by AutoProtect (MBI ) Ltd. Please contact AutoProtect on 01279 456500.
You can also write to AutoProtect at:
AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex
CM19 5DY
Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks – or if you are dissatisfied with their final response – they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

Would I receive compensation if AmTrust Europe Limited was unable to meet its liabilities?

AmTrust Europe Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends upon the type of insurance and the circumstances of the claim.

Payment Protection Insurance complaint

Payment Protection Insurance complaint

How do I make a compliant about the sale of my Payment Protection Insurance?

Please contact the Retailer that sold you the policy.
If your policy was sold by a Mercedes-Benz Retail Group retailer, please contact Mercedes-Benz Finance directly on 0870 847 0700, or writing to:
Mercedes-Benz Finance
Tongwell
Milton Keynes
MK15 8BA
email: customerservices-mbfs@daimler.com
If you submit a complaint we would be grateful if you could please complete the below PPI questionnaire to assist us with investigating your complaint.

How do I make a complaint about Pinnacle Insurance plc and my PPI cover?

Payment Protection Insurance is underwritten by Pinnacle Insurance plc. Please contact them for Payment Protection Insurance complaints by calling 0870 720 0742
If you have a problem with a service, you can write to the:
Customer Relations Manager
Cardif Pinnacle
Pinnacle House
A1 Barnet Way
Borehamwood
WD6 2XX
Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks – or if you are dissatisfied with their final response – they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

Would I receive compensation if Pinnacle Insurance plc were unable to meet its liabilities?

Pinnacle Insurance plc is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends on the type of business and circumstances of the claim.