UPGRADE YOUR BROWSER

This site is optimised for modern web browsers, and does not fully support your current browser.

CLOSE LABEL
A Grey Jaguar F-Type Convertible Driving On A Road.

EXISTING FINANCE CUSTOMER FAQS

HELPING OUR CUSTOMERS DURING CORONAVIRUS

If you’re coming to the end of a Payment Holiday and are worried about restarting payments, we’re here to help.

We have options available if you think your money worries might be long term. Get in touch on 0344 8244712 so we can talk through the best option for you.


FREE, INDEPENDENT SUPPORT

If you’d like to speak to someone independent, below is a list of other organisations that give free debt advice and can help with whatever money worries you have.

If you don’t know where to start, the Money Navigator Tool on the Money Advice Service gives instant help based on what you tell it about your circumstances.

You can also get advice on how to deal with financial difficulties as a result of coronavirus on the FCA website.

Useful links and telephone numbers:

Money Advice Service (0800 138 7777)
Citizens Advice Bureau (03444 111 444)
National Debtline (0808 808 4000)
Step Change Debt Charity (0800 054 6734)

How we can support you

• Term Extension

CORONAVIRUS RELATED QUESTIONS

• PCP End of Contract Returns
• Voluntary Termination

MANAGE MY ACCOUNT

• Change payment date
• Make a payment
• Change my address
• Change my bank details
• Request a settlement figure
• Request a statement
• Update contact details
• Check my account details


MANAGE MY ACCOUNT LINKS
Jaguar - https://myfinance.jaguar.co.uk/
You will need your agreement number, date of birth and postcode to log in.

How we can support you

Term Extension

If you’re not able to restart your full monthly payments, we may be able to increase the length of your agreement which will reduce the amount you have to pay each month. This is called a Term Extension.

• A Term Extension will cost you more in the long term as it will take you longer to pay back the amount borrowed.
• If you ask us for a Term Extension we’ll need to do a credit file check and you’ll need to sign an agreement to confirm you are happy with the changes.
• If you’ve already taken a payment holiday before taking a Term Extension, you won’t need to pay any extra amounts added for taking a payment holiday.


To apply for a Term Extension, you can log into your online account and select ‘Manage Payment Holiday’.


If your payment is due within 8 days, you should wait until after you have made your next monthly payment to apply for a Term Extension. If you can’t make your next payment, call us on 0344 8244712 to see how we can help.

If you don’t want to keep your vehicle, you can end your agreement early and hand it back to us. This is called Voluntary Termination and you may still have an amount to pay if you do this.

If you want to keep your vehicle, there are options such as giving you a period of breathing space to sort out your finances or a reduced payment plan. These options will impact your credit file, so make sure you talk to us about what this means for you.

CORONAVIRUS RELATED QUESTIONS

SELECT MODEL

CORONAVIRUS RELATED QUESTIONS - CORONAVIRUS RELATED QUESTIONS

  • Keep the vehicle

    If you wish to keep the vehicle, you will need to pay the optional final payment.  You can do this online or by calling Jaguar Financial Services on 0344 8244712 and selecting the make a payment option.

    Return the vehicle

    If you wish to return the vehicle to us, we can arrange this for you.

    If your end of contract date is more than 28 days away, you do not need to take any action at the moment. Please come back to us when your end of contract payment date is within 28 days and we will tell you what to do.

    If your end of contract date is within 28 days, you should do the following:

    • Email us at Mbox-PCPReturns@lbgassetfinance.co.uk to confirm that you wish to return the vehicle. You will need to include your agreement number. We will be back in touch as soon as we can to arrange collection.
    • If you have not already done so, please cancel your direct debit so that no further payments are made to us. Your agreement will be placed on hold until the vehicle is collected. You will not be charged any late payment fees. We will also ensure that there is no negative impact on your credit file.
    You must stop using the vehicle with effect from your end of contract date. This is the due date for your optional final payment. You will find this in the reminder letters that we sent you advising that your contract is coming to an end.
    You must keep your insurance and Road Tax in place until your vehicle is collected.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • You will still have to pay any charges that may be due if you have exceeded the mileage allowance. You will find your mileage allowance and excess mileage rate on your agreement. You will also have to pay any charges that may be due for damage to the vehicle other than fair wear and tear. We will contact you about any charges that may be due AFTER the vehicle has been collected.
  • We are sorry we have not been able to collect your vehicle yet.  The company that collects vehicles for us is working hard to keep your wait to a minimum now that their services have restarted. We will be back in touch as soon as we can to arrange collection.

    We understand you may have some questions about what this means for you in the meantime so we have provided more information below:

    • If you have not already done so, please cancel your direct debit so that no further payments are made to us.  Your agreement will be placed on hold until the vehicle is collected.  You will not be charged any late payment fees.   We will also ensure that there is no negative impact on your credit file.
    You must stop using the vehicle with effect from your end of contract date.
    • This is the due date for your optional final payment. You will find this in the reminder letters that we sent you advising that your contract is coming to an end.
    • You can cancel your motor insurance after the end of contract date.  We will arrange cover for the vehicle. You must not drive the vehicle as you will not be insured to do so.
    • You can apply to the DVLA to SORN the vehicle so that you do not have to continue paying road tax. Usually, if you SORN a vehicle, it must be kept off a public road. The DVLA has confirmed that this is still the case but they may consider taking a more lenient approach if they think it is right to do so.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • You will still have to pay any charges that may be due if you have exceeded the mileage allowance. You will find your mileage allowance and excess mileage rate on your agreement. You will also have to pay any charges that may be due for damage to the vehicle other than fair wear and tear. We will contact you about any charges that may be due AFTER the vehicle has been collected.

VOLUNTARY TERMINATION

SELECT MODEL

VOLUNTARY TERMINATION - VOLUNTARY TERMINATION

  • We are sorry we have not been able to collect your vehicle yet.  The company that collects vehicles for us is working hard to keep your wait to a minimum now that their services have restarted.  We will be back in touch as soon as we can to arrange collection.

    We understand you may have some questions about what this means for you in the meantime so we have provided more information below:

    • If you have not already done so, please cancel your direct debit so that no further payments are made to us.  Your agreement will be placed on hold until the vehicle is collected.  You will not be charged any late payment fees.  We will also ensure that there is no negative impact on your credit file.
    You must stop using the vehicle now.
    • As you will not be using the vehicle, you can cancel your motor insurance.   We will arrange cover for the vehicle. You must not drive the vehicle as you will not be insured to do so.
    • You can apply to the DVLA to SORN the vehicle so that you do not have to continue paying road tax. Usually, if you SORN a vehicle, it must be kept off a public road. The DVLA has confirmed that this is still the case but they may consider taking a more lenient approach if they think it is right to do so.
    • You will need to keep the vehicle safe and in your possession until we collect it. We do ask that you ensure the vehicle is maintained. Please top up oil and water levels when needed and start the engine and let it run for 15 minutes each week.
    • When you told us that you wanted to terminate your agreement, we wrote to you explaining how this works. In this letter, we explained if a further sum would need to be paid. If a further sum is due, you should pay this as soon as you can as it became due when we terminated the agreement. If you do not pay this sum, we will contact you about this after we have collected the vehicle to discuss how you can pay it.
  • If you want to end your agreement and return the vehicle, please send an email to Collections.VTMailbox@lbgassetfinance.co.uk. You will need to include your agreement number and a telephone number so that we can call you back. We will call you back as soon as we can to explain how this works. We are receiving a very high number of calls and emails at present so it may take us a few days to call back.

    Due to Government guidance our collection process might take longer than usual. So get in touch as soon as you can.

MANAGE MY ACCOUNT ONLINE

SELECT MODEL

MANAGE MY ACCOUNT ONLINE - MANAGE MY ACCOUNT ONLINE

HELP AND SUPPORT

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you or your business so, we’ve put in place some additional support and information to help.

If your income has been affected by the disruption from the coronavirus, we are offering a range of solutions to help such as payment deferrals for our personal customers.

In light of the latest government announcement, we are working hard to prioritise essential services to ensure that we can meet the needs of the customers most severely impacted by COVID-19. Our key priorities are to keep essential workers mobile and to support customers in need of a payment deferral. If your call is not of this nature we would appreciate you waiting to call us and we will provide more updates and support here as soon as possible.

Please see below the answers to a number of common questions that customers are facing at this time:

CONTRACT HIRE CUSTOMERS

SELECT MODEL

CONTRACT HIRE CUSTOMERS - CONTRACT HIRE CUSTOMERS

  • If your income has been affected by coronavirus, we have a range of options to help you. This may include the option to defer rentals for up to 3 months.

    A payment deferral can help if you need to take a short break from making your payments. This may be due to a short term loss of or reduction in your income or your household income. However if you are concerned the impact may be for longer term, a payment holiday may not be right for you. Please contact us by email lbscustomerservices@lexautolease.co.uk so that we can discuss other options to help you.

    If you would like to defer your rentals and you are a personal contract hire customer please visit our secure online portal www.managemyvehicle.co.uk. You can apply to defer your payments online and we will then let you know whether your request has been accepted.

    If you are a fleet or BCH customer please contact our Customer Services team by email lbscustomerservices@lexautolease.co.uk who will respond to your request. Due to the high volume of emails we are currently experiencing, our response times are longer than normal.
  • The Transport Secretary has confirmed a 6 month exemption from MOT testing for all cars, vans and motorcycles that have an MOT due from 30 March 2020. Please contact your local Jaguar Retailer directly to arrange. Vehicles must be kept in a roadworthy condition and most Retailers will remain open for essential repair work. Drivers can be prosecuted for driving unsafe vehicles.

    Department for Transport: https://www.gov.uk/government/news/vehicle-owners-to-be-granted-mot-exemption-in-battle-against-coronavirus
  • We are aware that a number of Retailers have closed but a number of these will remain open for the sole purpose of servicing and maintaining Key Services & Workers vehicles.

    If you are a NOT a key worker we recognise that the facilities to service vehicles aren’t currently available. We understand that this may mean you are unable to adhere to Jaguar’s servicing guidelines and recommend that you have the work completed as soon as possible after lockdown.

    In the meantime ensure basic maintenance is followed. Please refer to the advice from the AA on how to maintain your vehicle when not driving regularly:

    https://www.theaa.com/driving-advice/laying-up#guidelines

    For further guidance please use the Jaguar website to obtain specific vehicle information in light of the current situation.

    If you have a non-maintained contract we understand that this may mean you are unable to adhere to Jaguar’s servicing guidelines and recommend that you contact your Retailer and have the work completed as soon as possible after lockdown. In the interim, please refer to the AA website above.
  • A number of Retailers have closed their sales operation but continue to work remotely via telephone, email and online. Due to reduced colleague numbers in certain departments you may experience a delay in the service normally provided.

    A number of servicing sites remain open to support Key Services & Workers.
  • All new vehicle deliveries will be postponed until further notice. We will endeavour to deliver vehicles for critical services and workers however unfortunately we cannot guarantee this.
  • Unfortunately due to the coronavirus restrictions, our vehicle collection services are temporarily unavailable.

     

    Option 1. Keep using the vehicle

     

    If you would like to keep the vehicle for an extended period beyond your end of contract date, we will continue your contract for you and confirm monthly rental details in the post. If you choose to keep vehicle then there is no need to contact us at this time as your informal extension will continue.

     

    Option 2. You still wish to return your vehicle

     

    Please follow the steps below if you still wish to return your vehicle

     


    • Copy and paste the template below into a new email
    • Complete the required details
    • Email the completed template to lbscustomerservices@lexautolease.co.uk with the subject heading ‘Vehicle Return Request’

    Registration Number:

     

    Proposed Contract End Date*:

     

    Vehicle mileage as at above date:

     

    *The Proposed Contract End Date should be no later than the date your contract was due to end.

    I confirm I will stop using the vehicle after the Proposed Contract End Date.

    I will keep/park the vehicle in a safe and secure location to minimise the risk of third party damage.

     

     

    You must stop using the vehicle after the Proposed Contract End Date. The vehicle may be parked on the public highway.

     

    As you will no longer be driving the vehicle, you can cancel your motor insurance policy.

     

    You may still receive invoices between the Proposed Contract End Date and the collection date but your rental will not be charged and direct debit payment will not be taken.

     

    Please note, you will still be liable for any excess mileage charges if you have exceeded your contracted mileage limit.

     

    We will contact you as soon as service resumes to arrange collection of your vehicle.

  • Please note if you would like to end your contract early before the original end date, you may be required to pay an early termination charge. Please email lbscustomerservices@lexautolease.co.uk who will be able to provide details.
  • Within the initial warranty period any breakdowns are referred to the Jaguar preferred breakdown provider.

    If you have a maintained contract and the vehicle is outside the warranty period our preferred supplier for breakdowns are the AA who operate across the UK with a network of over 2000 patrols providing roadside support.

    The AA have contingency plans to vary working patterns to mitigate the impact of staff absence where possible and provide continuity of service for our customers. We will continue to monitor the situation and will redirect any breakdown requests within the warranty period from other providers to AA should these alternative providers be unable to provide service.
  • Please refer to the advice from the AA on how to maintain your vehicle when not driving regularly.

    https://www.theaa.com/driving-advice/laying-up#guidelines

PLEASE NOTE

The video content displayed within this area of our website requires the usage of cookies. If you wish to view this content please amend your cookie preferences, to provide consent for the following types of cookies:
  • Functional