FORD CREDIT A guide to your Ford Options agreement

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1 FORD CREDIT A guide to your Ford Options agreement

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3 Thanks for choosing Ford Options. We hope you enjoy many miles of happy motoring in your new Ford car. This booklet is designed to remind you of the options available to you at the end of your Ford Options agreement, and in particular to outline our fair wear and tear standards if you are considering returning your car (Option Two below). We ll contact you before the end of your Ford Options or Ford Options Cashplan agreement to make sure you have plenty of time to decide which option is best for you, but in the meantime, here s a quick reminder of the choices that will be available to you. Choose from three options at the end of your agreement Option One Renew your Ford With Ford Options and Ford Options Cashplan, you can enjoy all of the benefits of a new car, more often. If you would like to renew your Ford, you can part exchange your existing car at your Ford Dealer, or sell it privately if you prefer. You must settle your account, and then you may use any excess amount as a deposit towards your new Ford. Option Two Return your Ford 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 supplying Ford Dealer will complete a vehicle appraisal. As long as your car meets the fair wear and tear standards detailed in this booklet, 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. Option Three Retain your Ford Ford Options and Ford Options Cashplan also give you the flexibility to own the car at the end of your agreement. All you need to do, assuming all the scheduled monthly payments have been paid, is arrange payment of the Optional Final Payment, plus the purchase fee. Renewing your Ford before the end of the agreement With Ford Options, you re in complete control, you may choose to renew your Ford at any time during your agreement by settling your account in full. You can get access to information regarding Ford s latest promotions from your Ford Dealer or online at Your Ford Dealer will assist you with the process, including settlement of the outstanding balance on your behalf. Please remember, however, that the responsibility for settling the financial balance remains yours. Manage your account online As a Ford Credit customer you can log on at and access account services online. For example, you can request a call-back from us, change your bank account or address details or request a settlement figure.

4 Ford Options Wear and Tear Guide If you re considering returning your car at the end of your Ford Options or Ford Options Cashplan agreement, this Guide details our fair wear and tear standards and what you can expect during this process. As long as your car meets the fair wear and tear standards detailed in this Guide and its mileage is within the agreed mileage band, you will have nothing further to pay if you decide to return the car at the end of the agreement. Please read this Wear and Tear Guide carefully and keep it in a safe place for future reference. If you have any questions please ask your Ford Dealer or contact us using any of the methods shown at the end of this Guide. Returning your vehicle at the end of your agreement What to expect If you decide to return your car at the end of your Ford Options or Ford Options Cashplan agreement, it must be returned to your supplying Ford Dealer on or before the Optional Final Payment due date. You can find the Optional Final Payment due date on your finance agreement. All scheduled monthly payments due under the finance agreement must have been made prior to returning your vehicle. Your supplying Ford Dealer will complete a Vehicle Condition Report which is used to appraise your car against our fair wear and tear standards and determine whether it is in satisfactory condition according to the terms of your agreement with Ford Credit. Our How to identify fair wear and tear section at the end of this Guide details the acceptable wear and tear standards. The items on the Vehicle Condition Report carry a points value (High value items incur a higher number of points, up to a maximum of 6) There are three grades of damage: Minor damage that can be fixed by smart repair/touch-up Severe damage which is repairable without replacement parts Damage needing replacement parts or for missing items Ford Credit will multiply the total number of damage points by their value to calculate the damage charge for your car, as well as any charges for any missing items detailed in the Documentation, keys and fobs section below. You can obtain a copy of the charges for damage or missing items by calling us or by downloading a copy from Where the vehicle is extensively damaged or in very poor condition Ford Credit may elect to commission an independent report before finalising charges payable. It is important that you sign the Vehicle Condition Report, as it is proof that the car has been returned to your supplying Ford Dealer, and the condition it was returned in. If you do not agree with the appraisal of the car, there s a section for you to indicate this at the bottom of the form.

5 Excess mileage If your car has exceeded the mileage allowance agreed at the start of your agreement, you will be charged for each mile over the agreed mileage. You can find your pence per mile charge on your Ford Credit agreement. Documentation, keys and fobs When you return your car, you must provide the following: All keys and fobs supplied with the car, including any master keys, red keys or spares Vehicle Registration Certificate V5 Service History Book (stamped with servicing Dealer s details) All maintenance records relating to the car All other documentation relating to the car or its equipment Any key codes or security codes for vehicle equipment A valid MOT certificate (if applicable) Any satnav discs / SD card supplied with the vehicle If you do not return them we may charge you for their replacement. You can obtain a duplicate registration certificate by contacting the DVLA. If you have a cherished plate, this must be removed and the V5 updated to reflect the original registration number. How to minimise chargeable wear and tear We recommend that you use the tips below to appraise your vehicle before returning it: Inspect your car at least 10 weeks before you intend to return it, giving you enough time to have any repairs carried out Make sure your car is clean inside and out. If your car is dirty you may not notice some damage that falls outside the acceptable standards Appraise your car in good natural daylight; this will help you spot dents and scratches Appraise your car when it is dry. When your car is wet it is much more difficult to see some damage You are more likely to see dents, scratches and other damage if you look down the panel side-on Consider getting someone to help you inspect the car objectively Remember to inspect all the panels including the roof and any below the bumper. Make sure you check the lights, windows and mirrors too. If you have a convertible, make sure the roof is undamaged and the folding mechanism works correctly If your car has been damaged, have the necessary repairs carried out immediately. Any repairs must be completed to a professional standard by an authorised Ford workshop or bodyshop. Any repairs to paintwork or bodywork must comply with applicable paintwork or anti-corrosion guarantees and warranties.

6 Routine maintenance Other useful tips The car must be maintained and serviced in accordance with Ford guidelines Routine servicing should be undertaken at intervals recommended by Ford by their authorised agents Drivers should ensure that oil and coolant levels are checked regularly and maintained at appropriate levels between servicing Any odometer alterations must be reported. Odometer changes are not acceptable. Tyre pressures should be kept at manufacturer s recommended pressures to avoid damage and undue wear Drivers should ensure that the exhaust system is properly suspended and in efficient working order; there should be no gas leaks or evidence of blowing from the exhaust system You can help prevent catalytic converter (CAT) failure by: Using the correct fuel Regular servicing Immediately investigating any poor running symptoms Not towing or bump-starting the vehicle Please ensure you remove all personal items from the car before you return it, e.g. CDs, sunglasses, maps and fuel cards, as we are not able to return items that have been left in the car. Please also remember to clear any destination programmes (such as home) from any satnav systems that are fitted to the car. Lastly, do remember to check that you have removed any keys that are not related to the car from the key fob.

7 Charges and how to pay Disputes When you return your car, your supplying Ford Dealer will give you a copy of the Vehicle Condition Report which will detail your current mileage and any damage or missing documentation. You will receive a letter from Ford Credit confirming the total sum due Charges are payable immediately by contacting Ford Credit You can pay by debit card over the phone or by bank transfer Failure to pay the charges may result in collections action being taken and may be recorded on your credit history If, when you receive the Vehicle Condition Report, you do not agree with the indicated level of damage, you may appoint a qualified assessor to appraise the car and provide an independent assessment. If the independent assessor finds that the damage to the car is less than that recorded on the Vehicle Condition Report, then Ford Credit will not only reduce the damage charges due but will also pay for the cost of the assessment. If the assessor agrees that the damage to the car matches that recorded on the Vehicle Condition Report, then you will be expected to pay the damage charges due. If, at any time, you are unhappy with, or have any concerns about the service you have received then please let us know. You can find out all you need to know about how to contact us or about our complaint process by visiting

8 How to identify fair wear and tear Fair wear and tear means that, for its age and mileage, the vehicle should be in good working order, condition and repair at the end of the agreement. Category Acceptable wear and tear Chargeable wear and tear Chips Image 1 Scratches Images 2,3 and 4 Dents Images 5,6,7,8 and 9 Glass, lights and mirrors Images 10 and 11 Mouldings, bumpers and rubber strips Images 12, 13, 14, 15 and 16 Underside Any chips that can be attributed to normal use, e.g. stones flying off the road surface Isolated scratches under 45 mm in length Multiple scratches in a localised area, as long as it is not down to the bare metal/primer Isolated dents under 45 mm in diameter (surface finish must not be broken and no crease in panel) Light scratching and /or minor chipping Light scuffing and score marks Minor dents and deformation that have not caused major corrosion Excessive chipping of paintwork, requiring the panel to be repainted Scratches over 45 mm in length Scratches less than 45 mm that penetrate to bare metal or primer Multiple scratches less than 45 mm that penetrate to bare metal or primer Dents over 45 mm in diameter Multiple dents less than 45 mm in diameter Any dents where bare metal/primer is exposed Windscreen glass within the driver s line of sight that would constitute an MOT failure Damage that affects heating elements on a rear screen Holes or cracks in the lamp glass or lens Damage to mirror glass or surround Scuffing or scratching over 100 mm in length where base metal/primer exposed Dents affecting the basic structure Broken, cracked or deformed mouldings, bumpers or rubber strips Significant damage or distortion to chassis components

9 We ve included some photos of examples of unacceptable wear and tear for the most common damage types. Although we re unable to cover every type of damage, these should give you a good understanding of our minimum acceptable standards. Category Acceptable wear and tear Chargeable wear and tear Engine and transmission Operating normally, meets current MOT standard Seized engine due to running vehicle with insufficient coolant, lubricating oil or broken internal components Slipping, erratic gear changing Clutch slipping Noisy transmission Ineffective synchromesh Noisy gearbox or torque converter Loose gear linkage Safety items Brakes, shock absorbers, steering and tyres must be in a condition to allow normal use of the vehicle Heating, air, Must operate normally conditioning, electric windows, windscreen wipers and locking Grooved brake discs caused by metal-to-metal contact Convertible roofs Must be fully operational and free from Cracked or creased rear window rips and tears Accessories such as tonneau cover and removable hard top must be present and in good condition Removable hard tops must be free from chips, scratches and dents (see Chips, Scratches and Dents sections)

10 How to identify fair wear and tear (continued) Category Acceptable wear and tear Chargeable wear and tear Wheels and tyres Tread wear and tear within the including the spare legal requirements Image 17 Light damage to wheel rims Mudflaps which are fitted as standard must be present Passenger area, Seats and trim Images 18, 19 and 20 Light staining which can be removed by steam cleaning Fading and discolouring if caused by exposure to sunlight Significant damage to the rim or main body of the wheel Missing spare wheel/trim/jack/wheel tools Damage to sidewalls of tyres (can be caused by kerbing) Replacement tyres that do not meet the recommendations of the vehicles manufacturer Replacement wheels which do not match those originally supplied Any tools that are not in good working order Any cuts, rips or tears in this area Burns Staining/odours which cannot be removed by stream cleaning Fading or discolouring not caused by sunlight, e.g. corrosive cleaning solvents Non-original seats Missing or broken lights/mirrors Door aperture, boot and luggage area Surface scoring and light blemishes to treads, sills and seals Torn or split floor coverings or surrounding trim panels Entertainment Must operate normally equipment and navigation systems Any equipment originally supplied with the vehicle that does not operate correctly

11 Category Acceptable wear and tear Chargeable wear and tear Broken/ damaged/ missing parts Original controls must be intact and operating correctly Replacement parts and equipment must be of a similar value and specification as the original and preferably a Ford part Missing parts and items Loose-fitting parts that cannot be secured within half an hour Parts showing rust where no preventative action was taken Surface damage, dents, scratches or cracks to parts which then have to be replaced Bent or broken parts which have to be replaced Misaligned parts caused by incorrect use, collisions, crashes or repairs not carried out to the required standard Parts repainted in a colour different to the original one Additional equipment Badges and labels Damage or holes resulting from fitting Holes that have been left or repaired to a poor accessories such as car telephones, standard radios, aerials or other non-standard equipment that have been professionally repaired to a good standard All non-standard badges, labels or advertising should be removed and any damage made good Damage or paintwork colour fade resulting from fitting or removal of badges/labels/ advertising Advertising should never be painted directly onto the vehicle

12 Here to help Please feel free to contact your Ford Dealer or Ford Credit about any aspect of your finance agreement. Manage your account online As a Ford Credit customer you can access account services and view Frequently Asked Questions online at You can even request a call back from us. Just choose a time convenient to you, tell us what you wish to talk about and a member of our dedicated Customer Service team will give you a call. Phone us Write to us Manchester Business Centre: Please have your account details ready. Calls will be charged at local rates and may be monitored or recorded for training and quality purposes. Ford Credit, Manchester Business Centre, Number One, 1 Tony Wilson Place, Manchester M15 4FN. Your protection Ford Credit is a member of the Finance and Leasing Association (FLA) and adheres to their Lending Code. You can view this Code at the FLA website ( The code sets out key commitments and principles that we believe are fundamental in providing excellent customer care. As well as setting out industry guidelines, the FLA offers a Conciliation and Independent Arbitration Scheme for complaints less than eight weeks old. For more information please feel free to ask our Customer Service team or contact the FLA direct on If your complaint is still not closed to your satisfaction after a period of eight weeks, you have the legal right to escalate the complaint to the Financial Ombudsman Service (FOS) by calling or by to complaint.info@financial-ombudsman.org.uk You can view further details of this service on Ford Credit is a trading Style of FCE Bank plc. Registered in England: No Registered Office: Central Office, Eagle Way, Brentwood, Essex, CM13 3AR. FCE Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under firm reference number Treating customers fairly Ford Credit is committed to ensuring that our fair wear and tear standards are aligned to industry guidelines and best practice. Treating Customers Fairly is a core principle at Ford Credit. This forms a cornerstone of how we do business with all our customers and is embedded in our company culture. If, at any time, you believe that we have failed to live up to this principle please contact us. R1215/BHO50 Information was correct at the time of going to print, December 2016.