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Owner finance and insurance FAQs
For current Ford customers, we’ve got the answers to your most frequently asked questions about finance and insurance.

Can I take a payment holiday?
We don't offer a payment holiday facility. Please contact us on 03457 125490* to discuss your personal circumstances.

Can I settle my loan before the end of the agreement?
Yes, you can settle your account at any time once your account has been set up. You can request a settlement quotation on your finance account via our online Account Request Service by clicking here. Alternatively please call us on 03457 125490*.

Can I settle my agreement in part?
If you contract was executed on or after June 11th 2010, you will be entitled to partially settle your agreement at any time, providing you give us notice. Please call 03457 125490* if you wish to partially settle your agreement.

Are there any penalties for settling my agreement fully or in part?
Ford Credit settlement figures are calculated according to the Consumer Credit Act for regulated agreements.

Will I receive account statements?
Statements of Account provide details of all payments you have made to date and the outstanding balance. You will receive an annual account statement from us through the post on the anniversary of your contract. You can also request an interim statement to be posted to you within the next 5 working days by calling us on 03457 125490*.

Can I cancel my finance agreement?
You will have 14 days to withdraw from a regulated finance agreement starting the day after you receive confirmation that the agreement has been executed by us.

What happens if there is an accident and my vehicle is written off?
We require for your protection and ours that your car is comprehensively insured at all times. In the event of an accident you should submit a claim to your insurer. Please note you must continue to pay normal monthly instalments pending determination of your claim. If the car is not insured, we will take possession of the vehicle and sell it at public auction. You will continue to be liable for the difference between the net sales proceeds received from the vehicle and the insurer’s settlement amount. Our Guaranteed Asset Protection (GAP) product can cover you for such shortfalls. For more information on GAP click here


You can notify us of your insurance details via our online Account Request Service by clicking here

What happens if I can't meet my repayments?
If your account becomes overdue our Collections department will contact you to discuss your personal circumstances. Or you can contact us on 03457 125759* to see how we can help.

Depending on your situation, you may want to seek independent advice. For free, independent financial advice visit the Money Advice Service website.

Can I transfer my agreement into another name?
We are unable to transfer agreements into another person’s name, irrespective of their relationship to you. However, there are some circumstances where we would consider this, such as transfers between two limited companies.

How can I update my personal or vehicle details?
You can update us with changes to your personal details or vehicle details (e.g. change address, name, etc.) via our online Account Request Service by clicking here

How do I change the bank details I use to pay for my finance agreement?
You can request a change of payment details (new Direct Debit or Standing Order) via our online Account Request Service by clicking here

Can I change the day that my payment is due?
You can request a change to your instalment due date via our online Account Request Service by clicking here

How can I request a copy of my finance account contract?
You can request a copy of your finance account contract via our online Account Request Service by clicking here

How do I request for a third party to be authorised to act on my behalf concerning my finance account?

You can request for a third party to be authorised to act on your behalf via our online Account Request Service by clicking here

*Calls to 0345 numbers are charged at the same rate as standard 01 or 02 geographic numbers, and are included in any telephone or mobile package that offers free landline calls.

Why should I take a loan with Ford Credit?
Ford Credit is one of the largest automotive finance companies in the world. We have been supplying Ford customers with finance products in the UK since 1963. We constantly strive to ensure that we provide a range of finance products, whilst remaining committed to delivering the highest levels of customer service and support.
 
Will the interest rate change throughout my agreement?
No, Ford Credit offers fixed rate agreements, so you'll know exactly what you'll be paying from the outset over the term of the agreement.
 
What is the Option to Purchase fee?
Hire purchase and personal contract plan (PCP) agreements will include an option to purchase fee, which is payable should you wish to own the vehicle.
 
What is Ford Acquire and how does it work?
Ford Acquire is our traditional hire purchase plan which is convenient to arrange and has flexible terms to suit your needs. 
 
For full details of how it works click here
 
Over what period can I take my Ford Acquire agreement?
Repayment periods can be from 12 to 60 months.
 
What happens at the end of my Ford Acquire finance agreement?
At the end of the agreement period, assuming all payments have been made (including the Purchase Fee), you own the car.
 
What is Ford Options and how does it work?
Ford Options is our personal contract purchase plan where your monthly payment is lower when compared to a Ford Acquire agreement of the same length and deposit. 
 
For full details of how it works click here
 
What is Ford Options Cashplan and how does it work?
Ford Options Cashplan is a variation of the Ford Options plan, and is ideal if you want to put down a large cash deposit  and do not want to be tied to monthly instalments.
 
For full details of how it works click here
 
Over what period can I take my Ford Options/Ford Options Cashplan agreement?
Ford Options agreements can be taken out over 24 or 36 month terms.
 
Ford Options Cashplan agreements can be taken out over 24 or 36 month terms.
 
What options do I have at the end of my Ford Options or Ford Options Cashplan agreement?
At the end of both these plans your options are as follows:
  • Renew: Choose another car - If you would like to renew your Ford you can trade it in at your Ford Dealer or sell it privately if you prefer. You must settle your account, and then you may use any excess value over the Optional Final Payment can be used as a deposit towards your new Ford.
  • Return: Hand the car back
  • Your pre-agreed Optional Final Payment gives you protection against any unexpected fall in used car prices. If you would like to return your car, your Ford Dealer will complete a vehicle appraisal. As long as your car meets our fair wear and tear standards, is within the agreed mileage, and your account is up-to-date, there will be nothing further to pay. Additional charges will be made if you exceed the agreed mileage or if your car does not meet our fair wear and tear standards.
  • Retain: Keep the car
  • Ford Options also gives you the flexibility to own the car at the end of the agreement. All you need to do, assuming all payments have been made, is arrange payment of the Optional Final Payment, which was deducted at the start of your agreement, plus the purchase fee.
When is my Optional Final Payment due?
Your Optional Final Payment is due 30 days after your last regular instalment has been paid.
 
What happens if I have not made a decision and my Optional Final Payment has become due?
Please contact us on 03457 125490* immediately to discuss and advise us of your decision. Calls may be recorded for training and quality purposes.
 
Please click here to find out what options you have at the end of your Ford Options or Ford Options Cashplan agreement.
 
I'd like to return my car at the end of my Ford Options/Ford Options Cashplan agreement. What do I need to do?
Simply return your vehicle to your Ford Dealer, who will carry out an appraisal on your vehicle. So long as the vehicle meets our ‘fair wear and tear’ standards, and you are within your agreed mileage, you will have nothing further to pay. Your Wear and Tear guide, provided at the start of your agreement, will give you further information regarding fair wear and tear as well as the appraisal and return process.
 
Why is there a mileage restriction?
The annual mileage is agreed depending on your individual requirements at the start of the finance agreement. It allows Ford Credit to allocate a Optional Final Payment to the vehicle, thereby calculating the monthly repayments.
 
*Calls to 0345 numbers are charged at the same rate as standard 01 or 02 geographic numbers, and are included in any telephone or mobile package that offers free landline calls.
Do you provide my personal details to any other organisations?
Ford Credit will not sell your details to an external organisation. For existing customers, please refer to your Ford Credit agreement for full details of our Data Protection policy and terms.
 
How do I contact Ford Credit?
You can contact us by telephone on 03457 125490*, and our contact details are also available via our online Account Request Service. This service provides you with the option to request one of our dedicated Customer Service agents to call you back. To access the Account Request Service click here
 
I have a complaint. Who should I contact?
If you are unhappy with, or have any concerns about the service you have been provided, then please let us know.
 
*Calls to 0345 numbers are charged at the same rate as standard 01 or 02 geographic numbers, and are included in any telephone or mobile package that offers free landline calls.
FAQs

How do I get a quote?

Simply click here to receive a quote. If you have already requested an online quote in the last 30 days you can retrieve it using the unique number that was provided to you. Alternatively, call our UK Customer Service Team today on 0344 693 6730 for a quote. Our lines are open 8am - 8pm Monday to Friday and 9am - 4pm Saturday.

What is Ford Insure 7 Day Driveaway cover?

When you buy a new or pre-owned Ford vehicle from a Ford Dealer you may be entitled to 7 Day Driveaway cover (subject to eligibility), which means you don’t have to worry about setting up new insurance or changing your existing insurance policy straight away. To activate please speak to your Dealer, who will provide you with further information.

I have a query about my Ford Insure policy. How can I contact you?

Simply call our UK Customer Service Team on 0344 693 6730 who will be happy to answer any queries regarding your policy. Our lines are open 8am - 8pm Monday to Friday and 9am - 4pm Saturday.

Is my car covered in Europe?

The policy provides the minimum cover you need by law annually to drive within Europe. It will also provide you with up to 90 days European cover as standard with your annual Ford Insure policy. (Please note: this may mean you are not fully comprehensively insured in some countries).

How do I make a claim?

Annual Insurance – if you need to make a claim or follow up on an existing claim, please refer to your policy schedule for the claims phone number. We use a panel of underwriters so claims phone numbers may differ.

7 Day Driveaway- if you need to make a claim or follow up on an existing claim, please refer to your policy document for the claims phone number.

Do you provide a replacement vehicle?

No matter who is to blame for the accident that keeps your car off the road, if your car can be repaired by a Ford Accident Repair Centre, they will provide you with use of a small replacement vehicle while your vehicle is being repaired for an insured event.

How quickly can you repair my vehicle?

This will vary depending on your personal situation and the extent of damage to your vehicle.

Will genuine Ford parts be used in any repairs?

Yes, if your Ford vehicle is involved in an accident, your car can be repaired by a Ford-trained technician in a Ford Accident Repair Centre using genuine parts. All repairs are guaranteed for 5 years.

Is my satellite navigation equipment covered?

We will pay the cost of replacement should there be loss of, or damage to, audio, communication, navigational, or in-car entertainment equipment if it is standard equipment or a manufacturer fitted optional extra for your car when built. Otherwise cover is limited to £750 for loss of, or damage to such items. The equipment must be permanently and securely fitted to Your Car and operated by Your Car's electrical system only.

What happens if I have an accident late at night?

Our claims helpline is available 24 hours a day, 7 days a week to help you.
 
How do I make a complaint about my Ford Insure policy?

Our customer complaints procedure

At Ford Insure, our aim is to get everything right, first time, every time. If a mistake is made we aim to put it right quickly. To start the process of reporting a complaint all you need to do is phone, e-mail or write to the contact details below:

Telephone:    0344 693 6730

e-mail:           customer.relations@ford-insure.co.uk

Write to:        Ford Insure, Europa House, Midland Way, Thornbury, Bristol, BS35 2JX

Once your complaint has been received it will be treated with the highest importance.

What happens next?

Within five working days we will:
  • Write or e-mail you to confirm that we've received your complaint
  • Try to deal with your complaint straight away, but if we need to investigate further in order to resolve the problem:

Within four weeks we aim to:
  • Give you our Final Response to the complaint, with all the reasons for the actions or decisions, along with details of the Financial Ombudsman Service; OR
  • Explain why it is not yet possible to give you our Final Response, and let you know when we will be ready to do so.

We hope that our response will not exceed eight weeks but should it do so, we will explain why it has not been possible to give you our Final Response, and let you know when we will be ready to do so. At this point we will also advise you of your rights under the Financial Ombudsman Service.

The Financial Ombudsman Service

If you're not happy with our Final Response to your complaint, or with the reasons given for any delays beyond eight weeks, you can contact the Financial Ombudsman Service using the details below.

This is a free, independent service for resolving complaints about most financial matters.*

Telephone:     0800 023 4567 / 0300 123 9123

e-mail:             complaint.info@financial-ombudsman.org.uk

Write to:          The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of the Final Response letter.

If you do not refer your complaint in time, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Financial Ombudsman Service believes that the delay was as a result of exceptional circumstances.

*Source: www.financial-ombudsman.org.uk

FCE Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 204469. FCE Bank plc acts as an insurance introducer in relation to Ford Insure. In relation to this same product, Ford Motor Company Limited is an appointed representative of FCE Bank plc. FCE Bank plc (registered in England with company number 0772784) Registered office: Central Office, Eagle Way, Brentwood, Essex CM13 3AR.

Ford Insure is sold and administered by Europa Group Limited which is authorised and regulated by the Financial Conduct Authority.

Ford Insure 7 Day Driveaway Insurance is underwritten by Allianz Insurance plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

INS2016/013A Exp 07/09/2017