FAQ

MY VEHICLE NEEDS A SERVICE OR MAINTENANCE WORK

For Peugeot, Citroën and DS vehicles: Our F2ML Command Support Team are able to book your servicing or maintenance work for you. Please contact them via the Driver Line on 0333 234 0223 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, log into MyLease where you can find our contact form.  You can email us at support@f2mlcommand.co.uk. 

For Vauxhall vehicles: Contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).  You can email us at customer-service@vauxhallfinance.com.
 

DO I NEED TO TAKE OUT A MAINTENANCE CONTRACT WITH THE CONTRACT?

A Free2move Lease Maintenance Contract is optional but can protect you from unforeseen expenses providing you with peace of mind. This enables all your motoring costs to be budgeted and can be cheaper than paying for parts and labour, as and when required.

For Peugeot, Citroën and DS vehicles:  See the Contract Hire Maintenance page for more details Click here

For Vauxhall vehicles: Contact the Sales Team on 0345 111 2020.

WHERE CAN I FIND MY AGREEMENT NUMBER?

Peugeot, Citroën and DS vehicles: Your agreement number can be found on your welcome letter, just below the date. If you do not have this letter available or you forget your agreement number, you can contact Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).  When you telephone, you will be asked to confirm your vehicle registration, as well as being required to answer some security questions.  Alternatively, you can log into MyLease where you can find a contact form.    

Vauxhall vehicles: Your agreement number can be found on your welcome letter, in the middle of the page with your vehicle details.  You can also find it on your contract and will include your agreement number in all letters /correspondence to you, so it is easy to find.  Please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).  Email: customer-service@vauxhallfinance.com.

HOW DO I CHANGE MY BANK DETAILS?

Peugeot, Citroën and DS vehicles: To change your bank details you will need to download a direct debit mandate form via the link at the bottom of the page, then you can send it to us by post or by email to customersupport@Free2move-lease.com.  Please ensure you send us the new details in good time for your next monthly instalment, especially if you’ve already cancelled your existing direct debit instruction.  Please also note that you may be required to make payment via alternative means whilst your new payment instructions are being set up.

For Vauxhall vehicles: To change your bank details, please contact us on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) and ensure you have your agreement number with you.  You can also email Vauxhall Finance Customer Support at customer-service@vauxhallfinance.com.  Please note that you may be required to make payment via alternative means whilst your new payment instructions are being set up.

HOW DO I CHANGE MY ADDRESS?

You can telephone, email or write to us to inform us of the change. Please note that we will require this information on company letterheaded paper if the agreement holder is a company.

For Peugeot, Citroën and DS vehicles: Please contact Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form. You can email us at customersupport@Free2move-lease.com. 

For Vauxhall vehicles: Please contact Vauxhall Finance Customer Support with your agreement number on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.

CAN I CHANGE MY PAYMENT DUE DATE?

We understand that our customers sometimes need to move their payments to a more convenient date. We are therefore happy to consider moving your due date forward, up to a maximum of 15 days from the original due date.

For Peugeot, Citroën and DS vehicles:  If you wish to change your due date, please contact Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles:  If you wish to change your due date, please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).  You can email us at customer-service@vauxhallfinance.com.

CAN I INCREASE MY CONTRACTED MILEAGE?

Your contractual mileage is agreed at inception and your allowance can be found within your contract.  If you feel that you may exceed your mileage, please contact us so we can discuss the option to increase your allowance.  Please note that any mileage increase will adjust your monthly rental amount accordingly.

For Peugeot, Citroën and DS vehicles:  Please contact Direct Sales on 02476 885 010 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form. You can email us at directsales@Free2move-lease.com.

For Vauxhall vehicles:  Please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.

CAN I EXTEND MY AGREEMENT?

For Peugeot, Citroën and DS vehicles:  We are able to offer an additional extension of up to 3 months.  Please contact Customer Support on 0333 005 7000 to request a quotation (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.  Please be aware that the quotation will only be valid for a duration of 10 working days therefore, it is imperative that you return the paperwork to us urgently if you wish to proceed.  If we do not receive the paperwork back within the above timeframe, we will assume that you do not wish to proceed with the extension and we will expect the vehicle to be returned by the contractual end date.

For Vauxhall vehicles:  To extend or alter the term of your agreement, which will result in a change in rental, please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.

IS ROAD FUND LICENCE (RFL) INCLUDED IN THE CONTRACT?

For Contract Hire agreements: Road Tax is included for the duration of your contract for Peugeot, Citroën and DS vehicles. 
For Finance Lease: Citroen and DS vehicles - Road Tax is included for the duration of the contract.  

For Peugeot vehicles:  Road Tax is provided for the first year only.  

For Vauxhall vehicles: Road Tax is included for the duration of the Contract Hire agreement.
 

CAN I TAKE MY VEHICLE ABROAD?

Providing you wish to go abroad for under 28 days, you are able to request a foreign travel certificate by contacting us by telephone or email.  If however, you wish to go abroad for a longer period than 28 days, you will need to contact us to obtain written permission.  In order to consider your request, we will ask you to confirm some information, such as where you are taking the vehicle to and where it will be kept overnight.  Please be aware that there will be an administration cost to provide the foreign travel certificate.  Please also ensure you have the correct documentation and equipment before you travel abroad.  

For Peugeot, Citroën and DS vehicles:  Please contact Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles:  Please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.

WHAT HAPPENS IF MY VEHICLE IS INVOLVED IN AN ACCIDENT OR IS DECLARED A WRITE-OFF?

 You should notify us and contact your insurance company immediately to commence with the settlement process. Please note that your monthly rentals will continue as normal whilst these arrangements are being made.  If your vehicle is deemed a total loss, we will provide your insurer with a settlement figure, but we won’t negotiate your insurance settlement with them on your behalf.  Your insurance company will pay us directly, but if there is a shortfall, you will need to pay this.  If there is a surplus, we will pay this to the bank details we hold on record for you.  If you have financial shortfall insurance (sometimes known as GAP insurance), you should check whether this event is covered in your policy documents.  

For Peugeot, Citroën and DS vehicles: Please contact Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles:  Please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).  You can email us at customer-service@vauxhallfinance.com.

HELP WITH PERSONALISED NUMBER PLATES?

Whether you want to assign a personalised plate onto your vehicle, transfer or remove it, the below is a step by step walk- through of the process completing the V317 DVLA form.  Please download from the link here.  Please note that there is a fee for this service.

Cherished transfer from Free2move Lease to Personal plate:

• Tick 'Option A' on Page 1

• Input the registration of our vehicle into section 1 of Page 1

• Input your personal vehicle details into section 4 of Page 1

From Personal plate back to Free2move Lease:

• Tick 'Option A' on Page 1

• Input information in sections 1 and 2 on Page 1

• Input the registration number of our vehicle into section 4 on Page 1

Cherished Retention:

• Tick 'Option B' located on Page 1

• Input the registration number in section 1 of Page 2

• Grantee details in section 3 of Page 2

• Nominee's details (if applicable)

For Peugeot, Citroën and DS vehicles: Once completed, please send the V317 document and a cheque made payable to the DVLA for the retention fee of £80.00 to: Stellantis Financial Services Ltd, PO Box 6172, Windsor, SL4 9HG.  By completing and returning the enclosed paperwork, Free2move Lease deems you to accept the administration fee of £25.00 plus VAT. This fee will be invoiced and taken under your existing direct debit instruction. Once received at our offices, the paperwork will be sent via special delivery to the DVLA, who specify a turnaround time of 10 working days to complete the retention. Please contact the DVLA directly if you have not received the retention document within 3 weeks.

Unfortunately, due to Data Protection, we will be unable to contact the DVLA if the retention application has been completed. Once we have received confirmation that the plate has been retained by the DVLA, we will send you a copy of the V5c for the original plate and an authorisation letter to allow the plate to be made and assigned to the vehicle. For further assistance with personalised number plates, please contact F2ML Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).   

For Vauxhall vehicles: Please send the V317 document and a cheque made payable to the DVLA for the retention fee of £80.00 to: Heol-y-Gamlas, Parc Nantgarw, Treforest, Cardiff, CF15 7QU.  By completing and returning the enclosed paperwork, Vauxhall Finance deems you to accept the administration fee of £45.00 to add the cherished number plate and a further £45.00 to remove it. This fee will be invoiced and taken under your existing direct debit instruction. Once received at our offices, the paperwork will be sent via special delivery to the DVLA, who specify a turnaround time of 10 working days to complete the retention. Please contact the DVLA directly if you have not received the retention document within 3 weeks. 

Unfortunately, due to Data Protection, we will be unable to contact the DVLA if the retention application has been completed. Once we have received confirmation that the plate has been retained by the DVLA, we will send you a copy of the V5c for the original plate and an authorisation letter to allow the plate to be made and assigned to the vehicle.  

For assistance with personalised number plates or vehicle registration plate transfers, please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).   You can email us at customer-service@vauxhallfinance.com.

WHAT SHOULD I DO IF I HAVE LOST MY CAR KEY?

For Peugeot, Citroën and DS vehicles:  Please contact F2ML Customer Support on 0333 005 7000 and ask for an authorisation letter to obtain a new key from a dealership. (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles:  Please contact Vauxhall Finance Customer Support on 0330 0130 605 and ask for an authorisation letter to obtain a new key from a dealership. (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.

IS ROAD FUND LICENCE (RFL) INCLUDED IN THE CONTRACT?

For Contract Hire agreements: Road Tax is included for the duration of your contract for Peugeot, Citroën and DS vehicles. 
For Finance Lease: Citroen and DS vehicles - Road Tax is included for the duration of the contract.  

For Peugeot vehicles:  Road Tax is provided for the first year only.  

For Vauxhall vehicles: Road Tax is included for the duration of the Contract Hire agreement.

WHAT HAPPENS IF I EXCEED THE CONTRACTED ANNUAL MILEAGE?

You will need to pay an Excess Mileage Charge for each mile over your agreed contract mileage. This amount will be confirmed on your contract, showing in pence per mile. Please contact Customer Support for Peugeot, Citroën and DS vehicles on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles:  Please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.
 

WHAT ARE MY OPTIONS AT THE END OF THE CONTRACT HIRE AGREEMENT?

At the end of your contract, you can simply hand the vehicle back and start a new contract. It is worth contacting your supplying dealership approximately 6 months before your contract ending to secure your new vehicle.
 

CAN I TERMINATE THE CONTRACT EARLY?

It is possible to terminate your contract early however, this will usually incur an Early Termination Fee which could be costly depending on how many monthly rentals remain on the contract.

For Peugeot, Citroën and DS vehicles: Please contact Customer Support on 0333 005 7000 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form. You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles: Please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.
 

CAN I EXTEND MY AGREEMENT?

For Peugeot, Citroën and DS vehicles:  We are able to offer an additional extension of up to 3 months.  Please contact Customer Support on 0333 005 7000 to request a quotation (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form.  You can email us at customersupport@Free2move-lease.com.  Please be aware that the quotation will only be valid for a duration of 10 working days therefore, it is imperative that you return the paperwork to us urgently if you wish to proceed.  If we do not receive the paperwork back within the above timeframe, we will assume that you do not wish to proceed with the extension and we will expect the vehicle to be returned by the contractual end date.

For Vauxhall vehicles:  To extend or alter the term of your agreement, which will result in a change in rental, please contact Vauxhall Finance Customer Support on 0330 0130 605 (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays). You can email us at customer-service@vauxhallfinance.com.

WHAT SHOULD I DO IF I HAVE RECEIVED A FINE OR A PENALTY CHARGE NOTICE (PCN)?

If you receive a fine or PCN, you have two options:

1. If you believe the fine/PCN was issued fairly, then you will be required to pay the required amount as per the notice.

2. If you believe you have grounds to appeal the fine/PCN, then you can contest the charge directly with the issuing authority. Details of their appeals procedure will be set out on the notice. Please let us know if the authority requires a third party authorisation letter from ourselves.

WHY HAS FREE2MOVE LEASE PAID A FINE/CHARGE?

For Peugeot, Citroën and DS vehicles only:  Free2move will pay a fine/charge and send you an invoice (including a copy of a fine) in two situations:

1. We have been requested previously by the contractual holder to pay all fines upon receipt for their vehicles.

2. There are some fines where legislation dictates that the registered keeper (in this case Free2move Lease) must pay.

HOW CAN I OBTAIN A COPY OF A FINE?

For Peugeot, Citroën and DS vehicles:  Please contact Customer Support on 0333 005 7000 and we will be able to send you a copy of the requested fine notification. (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays) or alternatively, you can log into MyLease where you can find our contact form. You can email us at customersupport@Free2move-lease.com.

For Vauxhall vehicles:  Please contact Vauxhall Finance Customer Support on 0330 0130 605, who will be able to send you a copy of the requested fine notification. (Opening hours: Monday to Friday 09:00 to 17:00 excluding Bank Holidays).  You can email us at customer-service@vauxhallfinance.com.
 

WILL YOU PAY A CHARGE FROM A PRIVATE PARKING COMPANY?

Parking Charge Notices (PCN) are issued by Private Parking companies when the driver of the vehicle trespasses or breaches the terms of the contract agreed when parking within a car park. Whilst we attempt to transfer liability to the contractual customer, we recommend that you contact the issuing authority to pay or appeal where necessary.

For Peugeot, Citroën and DS vehicles: If the charge is ignored, the Protection of Freedom Act 2012 allows the private parking company to return the PCN back to the registered keeper of the vehicle (in this case Free2move Lease), as they have not received any communication from you. If this occurs, Free2move Lease will pay the Parking Charge Notice and recharge this to you, along with an administration fee.

For Vauxhall vehicles:  If the charge is ignored, the Protection of Freedom Act 2012 allows the private parking company to return the PCN back to the registered keeper of the vehicle (in this case Vauxhall Finance PLC), as they have not received any communication from you. If this occurs, Vauxhall will forward the Parking Charge Notice to you, along with an administration fee of £30.

WHAT ARE THE ADVANTAGES OF CONTRACT HIRE?

For Peugeot, Citroën and DS vehicles:  There are many advantages of Contract Hire, from the low initial payment, being able to budget your vehicle costs and not having to worry about disposing of the vehicle, or any depreciation costs.    
 

CAN I GET A USED VEHICLE ON CONTRACT HIRE?

Unfortunately not however, we are working to make this a possibility for the near future.

HOW DO I MAKE A COMPLAINT?

We recognise that despite our best efforts things don’t always go smoothly. If you have feedback for us or you would like to make a complaint, please write to us at Customer Support, Free2move Lease,

Pinley House, 2 Sunbeam Way, Coventry, CV1 1ND.  You can also telephone us on 0333 005 7000 or email us at customersupport@Free2move-lease.com.

If we haven’t been able to resolve your complaint to your satisfaction, you can ask the Financial Ombudsman Service (FOS) to review the situation on your behalf.  Please note that the Ombudsman will only be able to consider your complaint after we’ve provided you with our final response or it has been over 8 weeks since you raised your concerns with us. The contact details for the Financial Ombudsman are : Email: complaint.info@financial-ombudsman.org.uk.  Telephone from a Landline: 0800 234 567, Telephone from a Mobile: 0300 123 9 123, Website: www.financial-ombudsman.org.uk.  Address:  The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.