FREQUENTLY ASKED QUESTIONS

You will need to send a scanned copy of either your marriage certificate, divorce papers or deed poll to customerservices@rcibanque.com.

If you would prefer to post your documents, we would require the original and recommend you send this to us by recorded delivery to Dacia Finance, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Once we have received your documentation, we will update your name and send confirmation to you within 5 working days. If you have sent us your original documents, we will return these to you, by recorded delivery.

You can update your bank details in just a few quick steps. Simply log in to your Online Portal. If you haven’t yet activated your account, don’t worry, you can find out how to here.

Alternatively, you can contact our Customer Service team who will be able to assist you further.

Yes, firstly you will need to update your vehicle registration with the DVLA. You will then need to send a scanned copy of your V5 logbook to customerservices@rcibanque.com.

If you would prefer to post your documents, we would require the original and recommend you send this to us by recorded delivery to Dacia Finance, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Once we have received your documentation, we will update your vehicle registration and send confirmation to you within 5 working days. If you have sent us your original documents, we will return these to you, by recorded delivery. There may be a charge to update your vehicle registration, please refer to your Finance Agreement.

If you’re a Contract Hire customer, please refer to the Contract Hire section.

If you want to remove your personalised number plate from your vehicle, you will need to contact the DVLA. You will then need to send a scanned copy of your V5 logbook to customerservices@rcibanque.com.

If you would prefer to post your documents, we would require the original and recommend you send this to us by recorded delivery to Dacia Finance, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Once we have received your documentation, we will update your vehicle registration and send confirmation to you within 5 working days. If you have sent us your original documents, we will return these to you, by recorded delivery. There may be a charge to update your vehicle registration, please refer to your Finance Agreement.

If you’re a Contract Hire customer, please refer to the Contract Hire section.

Our customers may exercise their Right of Withdraw from the Finance Agreement. There are some important Terms and Conditions to be aware of:

-You can only exercise your Right to Withdraw if you have either a Personal Contract Purchase, Hire Purchase or Lease Purchase Finance Agreement which, is regulated by the Consumer Credit Act 1974 (please refer to your copy of the Finance Agreement).
-The Right to Withdraw starts on the date of your Finance Agreement and ends after 14 calendar days.   
-You will be required to repay the amount of credit to Dacia Finance plus daily interest charges, as detailed in your Finance Agreement. This will need to be repaid within 30 calendar days from the day after you give your notice to withdraw.
-If your Finance Agreement was subject to a deposit contribution you may need to repay this.
-Right of Withdrawal from the Finance Agreement will not entitle you to withdraw from the purchase of the vehicle.
-Only our Agreement holder can exercise the Right of Withdrawal.
-Once you have completed the Right of Withdrawal, you will no longer be covered by the Consumer Credit Act 1974

If you do wish to proceed and withdraw from the Finance Agreement, please contact our Customer Service team who will be happy to help you further.

Unfortunately, we are unable to transfer your agreement into another individual’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. For details on this please email novationsenquiries@rcibanque.com

Protecting our customer’s data, in line with the Data Protection Act 2018 is a top priority at Dacia Finance. An authorised Third-Party can only discuss details of a Finance Agreement and isn’t able to make any financial changes. For a Third-Party to be authorised to an Agreement, we will require our Agreement holder to contact our Customer Service team and request a Third-Party Authority form, to complete and return to us.

We understand that there may be times when unforeseen events could impact how you are able to manage your Finance Agreement - we are here to support you through these difficult times. Please refer to our ‘I am going through difficult times – what should I do?’ section on how we are here to help you through difficult times.

We appreciate that your mileage circumstances may change during the lifespan of your Finance Agreement.

Unfortunately, you are not able to amend your mileage allowance. If you do exceed your mileage allowance, rest assured, you will only be charged per mile if you decide to return the vehicle to Dacia Finance

You can make payments to Dacia Finance either by bank transfer, cheque, over the telephone or online.

Bank Transfer: Please email customerservices@rcibanque.com and we will provide you with our bank details.

Cheque: If you would like to send a cheque, please make it payable to Dacia Finance and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:

Dacia Finance, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Phone: You can contact us to make a payment with a Debit or Credit Card over the phone however, there is a £2,000 transaction limit when making payments over the phone. Please contact our Customer Service team.

Online: Monthly payments can be made on our Online Portal however, there is a £2,000 transaction limit.

You can log into your Online Portal to check when your payments have been received.

Please note, if you made a payment by:

Bank Transfer: This can take up to 3 working days to show on your Finance Agreement.

Cheque: This can take up to 3 working days from the date we received it to show on your Finance Agreement.

Card Payment: This can take up to 2 working days to show on your Finance Agreement.

If you want to remove your personalised number plate from your vehicle, you will need to complete a V317 form to retain the personalised registration number. This can be downloaded here. 

You will need to complete option B and section 1 with the registration number and section 4 with your name and address. You will then need to post this along with a cheque for £80 made payable to DVLA Swansea and post to the DVLA.

Please note there will be a £25 admin charge payable to process the paperwork. This will be taken via your usual payment method, once our administration team has received the form and payment. Please be aware this can take up to 3 weeks. You will receive your retention documents once the above is complete

If you’re planning on travelling abroad, you will need to contact our administration team on 01452 881 037 to request a Travel Abroad Certificate. Details on travelling abroad can be found in Section 7.8 of your Terms and Conditions.

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We are sorry to hear about this. If you do find yourself in the unfortunate event of an accident, please contact our Contract Hire team who will be able to assist you. They will require details of your insurance policy and claim when you contact them.

If you have a maintenance and insurance package, details of this can be found in your Finance Agreement documents. Simply log in to your Online Portal to see full details. If you haven’t yet activated your account, don’t worry, you can find out how to here.

Please contact our Contract Hire team if you wish to discuss this further.

With a Contract Hire Finance Agreement, you can never own the vehicle.  At the end of your Finance Agreement, you must either return the vehicle to Dacia Finance, or you can sell it on our behalf to an unrelated Third-Party.

If you choose to sell the vehicle to an unrelated Third-Party, you will need to contact our Contract Hire team who will be able to assist and provide you with the Third-Party Purchase Price that we will require payment of.

Subject to the Terms and Conditions of your Finance Agreement, you may be able to return the vehicle early, this could be subject to an Early Termination cost.

If you are considering terminating your Finance Agreement early, please contact our Contract Hire team. You will need to complete a short questionnaire, and any cost due will be confirmed to you. If you still wish to go ahead, you will be sent documentation to sign and send back to us (by post or email). Once we have received the documentation and payment the Finance Agreement will be terminated, and we will arrange the collection of the vehicle.

We will arrange with you a convenient time to collect the vehicle. The vehicle will be inspected in line with The British Vehicle Rental and Leasing Association (BVRLA) guidelines on fair wear and tear and we will check that you have not exceeded the pro-rata mileage. If we find you have exceeded your pro-rata mileage, as stated in your Finance Agreement or there is damage outside of fair wear and tear you will be charged accordingly. Please refer to the BVRLA guidelines for further information.

The British Vehicle Rental and Leasing Association is also known as the BVRLA. On Finance Agreements where a vehicle is returned to Dacia Finance at the end of a contract, we expect the condition of the vehicle to be at the standard as set out by the BVRLA. These vehicle return standards also apply to vehicles that are subject to Voluntary Termination. Please refer to the BVRLA guidelines for further information.

We will review your vehicle inspection report once your vehicle has been collected. A breakdown of your final liability will be posted within 14 days.  If you have any questions concerning your vehicle inspection report, please contact our End of Agreement team.Please note, we’re unable to discuss damage charges until we have received and reviewed the report, please allow us 14 days.

Yes, you will need to contact our Contract Hire team to request a purchase price to sell the vehicle on our behalf to an unrelated Third-Party. You may also be subject to an Early Termination cost.

Please contact our Contract Hire team who will be happy to assist you further.

You can pay your early settlement figure to Dacia Finance either by bank transfer or cheque.

Bank Transfer: Please email customerservices@rcibanque.com and we will provide you with our bank details.

Cheque: If you would like to send a cheque, please make it payable to Dacia Finance and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:

To ensure its safe delivery, it is recommended to send this by recorded delivery, if you can to, Dacia Finance, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

You have several options available to you when your PCP Finance Agreement comes to an end. When you have decided on your preferred option (see below) you can visit our Online Portal to select your option or alternatively email our End of Agreement team with your Agreement number to update them with your preferences.

Trade in the vehicle: We are always designing new vehicles at Dacia and if the thought of a brand-new vehicle appeals to you, then you can look to part-exchange your current vehicle. To see what is new, visit the Dacia Finance or you can find your local dealership here. They will be happy to arrange a test drive and give you all the information you need.

Keep the vehicle and Refinance the Optional Final Payment: You may choose to keep your vehicle and Refinance the Optional Final Payment over, either a 24-month or 36-month period (subject to status and your Finance Agreement being up to date at the time the final payment falls due).

You can choose your preferred selection through our Online Portal or by contacting our End of Agreement team, you will then receive your Refinance documents. Please sign the forms and send them back by post or email to refinance@rcibanque.com

If you would prefer to post the documents, to ensure its safe delivery, it is recommended to send this by recorded delivery, if you can to, Dacia Finance, Refinance Team, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Keep the vehicle and settle the Finance: If you would like to keep the vehicle, you can simply pay your Optional Final Payment by Cheque or Bank Transfer, you can choose your preferred selection through our Online Portal or by contacting our End of Agreement team.

Bank Transfer: This will show on your Finance Agreement within 3 working days.

Cheque: It can take up to 3 working days from the date we received it to show on your Finance Agreement. If you would like to send a cheque, please make it payable to Dacia Finance and send it to the following address with your Agreement number or vehicle registration on the back of the cheque:

To ensure its safe delivery, it is recommended to send this by recorded delivery, if you can to, Dacia Finance, Customer Services, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

Hand the vehicle back: You also have the option to hand the vehicle back to Dacia Finance once your Finance Agreement has finished. We will arrange with you a convenient time to collect the vehicle. The vehicle will be inspected in line with The British Vehicle Rental and Leasing Association (BVRLA) guidelines on fair wear and tear and we will check whether you have exceeded the Annual Mileage Allowance as stated in your Finance Agreement. If you have exceeded your Annual Mileage Allowance, or there is damage outside of fair wear and tear you will be charged accordingly. Please refer to the BVRLA guidelines for further information.

You can choose your preferred selection through our Online Portal or by contacting our End of Agreement team , please sign the forms and send them back by post or email to vtteam@rcibanque.com

If you would prefer to post the documents, to ensure its safe delivery, it is recommended to send this by recorded delivery if you can to, Dacia Finance, End of Agreement, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS.

We will review your vehicle inspection report once your vehicle has been collected. A breakdown of your final liability will be posted within 14 days. If you have any questions concerning your vehicle inspection report, please contact our End of Agreement team.

Please note, we are unable to discuss damage charges until we have received and reviewed the report, please allow us 14 days.

We understand that there may be times when unforeseen events could impact how you are able to manage your Finance Agreement - we are here to support you as best we can through these difficult times.

To discuss a payment arrangement further please contact our Financial Solutions team, additionally, you may wish to contact an independent support organisation.

Please be aware that some arrangements may be subject to you providing confirmation of your income and expenditure to enable the assessment and are not always guaranteed.

We would require the IVA company to send us a copy of the proposal including an income and expenditure report (the vehicle must be included in the report as an expenditure). Dacia Finance must be listed as a secured lender. All Dacia Finance payments must then be kept up to date on the Finance Agreement. Please contact our Financial Solutions team if you wish to discuss this further.

We are sincerely sorry to hear a relative/friend has recently passed away. We will do our best to ensure this difficult period is as easy as possible for you. The next of Kin has a few options available to consider:

Purchase the vehicle: The outstanding balance will be required to be settled by the estate. Please note this option is not available for Contract Hire or Finance Lease Agreements.
Keep the vehicle and continue with the monthly payments: The next of kin will be able to keep the vehicle and continue the monthly payments if the Finance Agreement is not in arrears. Please contact our Customer Care Team on 0333 200 0002 for the relevant documentation. Once we have received the signed documentation (by the informant named on the death certificate) the Finance Agreement will be updated.
Hand the vehicle back to Dacia Finanance – The next of kin can simply hand the vehicle back. Please contact our Customer Care Team on 0333 200 0002 for the relevant documentation.

Please note: The original or certified copy of the death certificate must be sent by post to Dacia Finance, Customer Care Team, Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, WD3 9YS. To ensure its safe delivery, it is recommended to send this by recorded delivery if you can. This will be returned to you by recorded delivery.

We are here to help, and if you have any further questions, please call our Customer Care team on 0333 2000 002.

I have a service level complaint – what do I need to do?

Our customers are at the heart of all our decisions, we aim to always provide the best level of service to all our customers, however, we’re aware that sometimes we fall short of this expectation. If you would like to discuss our service, please email or contact the relevant department and a manager will call you back within 3 days. If a manager is unable to resolve your complaint, this will be passed on to our Customer Relations team to investigate.

If you have a complaint about your vehicle, please email or contact our Customer Services team, who will ask you for some details around the issue you are experiencing. You will be assigned a case handler within 5 days, following which a full investigation will be conducted. Please be aware, as per Financial Conduct Authority guidelines, we have up to 8 weeks from receiving a complaint to provide our final response.