Frequently Asked Questions

No, this is not possible other than in exceptional circumstances. Please speak to a member of our Customer Services team if you would like to discuss this further. Please note that agreement transfers are subject to an Account Management charge.

Unfortunately we are unable to change the agreed annual mileage on a Personal Contract Purchase agreement as it is taken into consideration when calculating the Optional Final Payment of your vehicle at the outset of your agreement.

To see our list of Account Management and Arrears Management fees please click here.

Yes, if you took out your agreement on or after 11th June 2010, you have the right to partially settle it at any time.
Please contact Polestar Finance directly on 0330 678 1548 for further information.

may only change your payment date once in a 12 monthly period.
• The first change after the inception of your agreement will be free. For further changes a fee of £25.00 will be charged, payable by card before the change is made.
• The change cannot be made within four working days of your payment date.

If you have a Personal Contract Purchase (PCP) agreement
• You may change your payment date at any time up until the Optional Final Payment due date.
• Your payment date can only be changed once in the entire life of your agreement as this would affect the Optional Final Payment of your vehicle
If you would like to request a change to your payment date please call Polestar Finance directly on 0330 678 1548 where we will be happy to assist you.

Under the Data Protection Act we are only permitted to talk to you about your finance agreement unless you have specifically nominated a third party to speak on your behalf. To nominate a third party please contact our Customer Services department on 0330 678 1548.

photocopy of any relevant supporting documentation such as marriage certificate, decree nisi/absolute, or deed poll notice. We also require copies of your new and old signature. Please do not send original documentation.

Customer Service Department
Polestar Finance
86 Station Road
Redhill
Surrey RH1 1SR

For changes to address or contact details please contact our Customer Services department by emailing CustomerServices@polestar-finance.co.uk or by calling 0330 678 1548.

It’s important that we know if you have changed your bank account so we can continue to receive your payments. For changes on individual bank accounts just call us on 0330 678 1548 and we’ll set up the direct debit over the phone. For changes to joint signatory accounts, please click here to open and print a new direct debit mandate, then post it us here:
Customer Services Department
Polestar Finance
86 Station Road
Redhill
Surrey RH1 1SR

Please note, in order to collect your monthly payment on time we require a minimum of 5 working days to set up a new direct mandate.

Please send a letter together with a photocopy of any relevant supporting documentation, such as marriage certificate, decree nisi/absolute or deed poll notice to:
Customer Services Department
Polestar Finance
86 Station Road
Redhill
Surrey RH1 1SR

Please do not send any original documentation.

If we are unable to resolve your complaint within three business days following the day on which it is received, we will send you an acknowledgment letter. If by 4 weeks after your complaint is received, we are unable to provide a final response, we will inform you and indicate when we expect to be in a position to send our final response. The majority of complaints will be quickly and satisfactorily resolved by this stage, however, if the matter is more complex and involves a third party, it may take longer to resolve. In our final response letter, we will set out our final view on the issues raised in your complaint and tell you whether we:
• Accept your complaint and – where appropriate – are offering redress
• Are offering redress without accepting your complaint or reject your complaint.

If we reject your complaint, our final response letter will explain why we have reached this decision. If by 8 weeks after your complaint is received, we are still unable to provide a final response we will issue a letter to advise you of your escalation rights.

At this point, if your agreement is regulated by the Consumer Credit Act or your complaint relates to an insurance product linked to your account, you will be entitled to refer your complaint to The Financial Ombudsman’s Service. Additionally, if you are a small to medium sized business, you may also be able to refer your complaint. If you wish to refer your complaint at this point, please contact them directly and they will be able to confirm whether they are able to help.

We value our customers highly and aim to provide a positive experience right from the proposal through to the final payment and beyond. The fair treatment of our customers is very important to us. If you are less than satisfied we want to know so that we can put things right. For more details please click here.

Our final response letter will tell you that if you remain dissatisfied with our response you may refer the complaint to the Financial Ombudsman Service within six months of the date of our final response.

Yes, you can. If you employ a solicitor, claims management company or third party – e.g. a financial advisor – to handle your complaint, we’ll investigate your complaint in the same way as we would if we were dealing with you directly. Please be aware that:
• We don’t charge to investigate your complaint
• We’re not liable for any fees you need to pay for a third party’s services
• If we agree with your complaint and we make a redress payment, we’ll generally only make this payment directly to you

You should submit a ‘Satisfactory Quality Complaint‘ to Volvo Car Financial Services UK Ltd by calling Customer Services on 0800 085 1671.

We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint. If we don’t resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman should you wish to do so. If you have any questions about your complaint, you can contact our Complaints team on 0800 313 4167.

If you’re not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service act as an independent and impartial organisation who help settle disputes between consumers and financial services businesses. The FOS are only able to investigate your complaint if Polestar Finance have issued a final response or if your complaint has exceeded the 8 week limit from when it was first raised.

Phone: 0800 023 4567 – Calls to this number are normally free for people ringing from a fixed line phone but charges may apply if you call from a mobile phone
Or 0300 123 9 123 – Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

Email: complaint.info@financial-ombudsman.org.uk

Write: Financial Ombudsman Service, South Quay Plaza, Exchange Tower, London E14 9SR.
Further details about the Financial Ombudsman Service will be given with our final decision letter.

Should your financial position change in a way that will affect your ability to make your monthly repayments it is extremely important you contact us immediately. If we are made aware of your circumstances as soon as possible it is likely we will be able to help you find a solution. In all such instances please contact our Arrears Management department on 0800 085 1744.

No, once we have agreed to accept a reduced level of monthly repayment you will not incur any late payment fees or additional charges provided you honour that agreement.
Once the payment arrangement has been finalised and the monthly instalments return to normal, any additional missed payments will result in fees being incurred.

We have a duty to provide a true and accurate reflection of the financial conduct of our customers and as such register all activity with credit referencing agencies. If your account falls into arrears, therefore, this information will be registered with these agencies.

You may have several options available to you. Please contact our Customer Services department as soon as possible on 0330 678 1548 for more information.

We are happy to consider reducing your repayments and whilst we look at every case on an individual basis, there are a number of factors we take into consideration before any decision is made. These factors include;
• Type of agreement
• Reason for financial difficulties
• Balance left on the agreement

If you’re having financial difficulties you can look for free advice from a charitable debt management organisation such as;
Citizens Advise Bureau (CAB)
Consumer Credit Counselling Service (CCCS)
National Debt Line

These organisations will help you assess your financial situation to see what you can afford and also help you fill out a common financial statement. This financial statement should then be submitted, together with a proposed offer of repayment to:
Arrears Management Department
Polestar Finance86 Station Road
Redhill
Surrey, RH1 1SR.

Under the Consumer Credit Act 1974 you have certain termination rights. For further information about these rights please refer to page 1 of your agreement, ‘termination: your rights’ or follow this link for more information about this option. Please note that these rights are not applicable if you have a Fixed Sum Loan agreement.

If you wish to voluntarily terminate your agreement you may inform us via email. Please direct your email to customerservices@polestar-finance.co.uk and include your full name, agreement number and contact phone numbers.

Alternatively, you can request to voluntarily terminate your agreement in writing. Written requests should be sent to:
Voluntary Terminations Department – Arrears Management
Polestar Finance86 Station Road
Redhill
Surrey, RH1 1SR