FREQUENTLY ASKED QUESTIONS

Your payments will usually begin one month after your agreement start date. This date can be found on the first page of your agreement.

If you wish you may change the date on which we take payment from your account, please note the following:

• You may only change your payment date once in a 12-month period
• The change cannot be made within 4 working days of your payment date

If you have a Personal Contract Purchase (PCP) agreement:

• Your payment date can only be changed once in the entire life of your agreement, as this would affect the Guaranteed Future Value of your vehicle
• You may change your payment date at any time up until the balloon due date

If you would like to request a change to your payment date please complete and submit the form here:

It’s important that we are aware of any change to your personal details so that our records are correct. You can update the details we hold by completing a Change of Personal Details Request via our website or by calling Genesis Finance's Customer Services department on 0800 085 2054*

*Calls from UK landlines and mobiles are free

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 0800 085 2054* and we’ll set up the direct debit over the phone. For changes to joint signatory accounts, please download, print and complete a new direct debit mandate, then post it to us here:

Customer Services Department
Genesis 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.

*Calls from UK landlines and mobiles are free

Please send a letter, together with a photocopy of any relevant supporting documentation such as a marriage certificate, decree nisi/absolute or deed poll notice to:

Customer Services Department
Genesis Finance
86 Station Road
Redhill
Surrey RH1 1SR

Please do not send any original documentation.

You have the right to partially settle it at any time. Please contact our Customer Services department on 0800 085 2054* for further information.

*Calls from UK landlines and mobiles are free

The Consumer Credit Act 1974 does not allow you to do so, therefore if you are a private individual, sole trader or partner in a partnership and your agreement is regulated by this act we cannot transfer it into somebody else’s name. If the agreement is in a limited company name, however, it falls outside the scope of the Consumer Credit Act. Provided the reason for transfer isn’t due to bankruptcy or the company being dissolved, you may be able to change it into another limited company name. Please contact our Customer Services department on 0800 085 2054* for further information. Please note that agreement transfers are subject to an Account Management fee shown below.

*Calls from UK landlines and mobiles are free

** One change of payment due date is allowable free of charge any time during the agreement.

*** Only applicable for agreements not regulated by the Consumer Credit Act, i.e. transfers from one limited company to another limited company.

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 0800 085 2054* or download, print and complete a Third Party Authorisation form, then post it to us here:

Customer Services Department
Genesis Finance
86 Station Road
Redhill
Surrey, RH1 1SR

Please note that whilst we may talk to a nominated third party about your agreement, only you, as the agreement holder, are able to make any changes to the agreement.

*Calls from UK landlines and mobiles are free

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. If you are concerned about your mileage please in the first instance contact your Genesis Personal Assistant.

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

If you wish you may change the date on which we take payment from your account, please note the following:

• You may only change your payment date once in a 12-month period
• The change cannot be made within 4 working days of your payment date

If you have a Personal Contract Purchase (PCP) agreement:

• Your payment date can only be changed once in the entire life of your agreement, as this would affect the Guaranteed Future Value of your vehicle
• You may change your payment date at any time up until the balloon due date

If you would like to request a change to your payment date please complete and submit the form here:

If your vehicle is stolen you are required to carry on making your monthly payments until your insurance company has resolved the matter. If you have informed us that your vehicle has been stolen but it is subsequently found and returned, please obtain a letter from your insurance company to confirm this. If your vehicle is not recovered your account must be settled in full once any insurance pay out has been made.

If your vehicle is written off you are required to carry on making your monthly payments until your insurance company has resolved the matter. Where your vehicle has been deemed a total loss your account must be settled in full once any insurance pay out has been made. Remember, if you have taken out a GAP insurance policy you may be able to make a claim.

You are free to take your vehicle abroad anywhere within Western Europe for a period of up to 28 days at any one time. If you would like to travel outside of Western Europe or for a period in excess of 28 days, you must first gain written consent from Genesis Finance.

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*.

*Calls from UK landlines and mobiles are free

You may have several options available to you. Please contact our Customer Services department as soon as possible on 0800 085 2054* for more information.

*Calls from UK landlines and mobiles are free

If you wish to voluntarily terminate (VT) your agreement you may inform us via email. Please direct your email to voluntarytermination@genesisfinanceuk.co.uk and include your full name, agreement number and contact phone numbers.

Alternatively, you can request to voluntarily terminate (VT) your agreement in writing. Written requests should be sent to:

Voluntary Terminations Department – Arrears Management
Genesis Finance
86 Station Road
Redhill
Surrey, RH1 1SR

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.

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.

Reduced repayment offers are reviewed either on a quarterly or bi-annual basis depending on the details of the case in question.

If you’re having financial difficulties you can look for free advice from a charitable debt management organisation such as:

• Citizens Advise Bureau (CAB)
• StepChange Debt Charity
• 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
Genesis Finance
86 Station Road
Redhill
Surrey, RH1 1SR

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’ve made an extra payment by direct debit an automatic refund will be made to the bank or building society account from which the payment was taken. If the overpayment has been made by some other means, such as a bank transfer, cash, cheque or standing order, a refund will be made upon receipt of proof of the payment.

There are a number of settlement payment options available to you, the quickest and easiest being via our secure online payment system.

Please note we are only able to take online debit or credit card payments from a card registered to the agreement holder.

For alternative payment methods, please follow the instructions below:

Payment by Internet / Telephone Banking

To ensure your payment gets allocated to the correct agreement please put your agreement number as the reference number when making any on-line payments.

Payment by Chaps

To ensure your payment gets allocated to the correct agreement please use your agreement number as the reference number when making any Chaps payments.

Payment by Cheque

Please send your cheque to:

Genesis Finance
86 Station Road
Redhill
Surrey
RH1 1SR

Please make your cheque payable to Hyundai Capital UK Limited.

To ensure your payment gets allocated to the correct agreement please put your agreement number on the reverse of the cheque.

This letter is automatically generated for your information when your Genesis Personal Assistant requests a settlement figure on your behalf.

There are a number of settlement payment options available to you, the quickest and easiest being via our secure online payment system. To access this system and make a payment or to view alternative payment methods including cheque or cash options, simply click here. Please note we are only able to take online debit or credit card payments from a card registered to the agreement holder.

If you have a regulated agreement your settlement figure calculation will be made in accordance with the Consumer Credit Act (Early Settlement) Regulations 2004.

Yes, you can settle your agreement at any time and there is no penalty charge for doing so. In order to understand how much this will be, you can make a settlement figure request online

You have the right to partially settle it at any time. Please contact our Customer Services department on 0800 085 2054* for further information.

*Calls from UK landlines and mobiles are free

Please call our Customer Service Department within 14 days of receipt of the copy of your executed agreement from Genesis Finance on 0800 085 2054* to advise them you intend to withdraw from your agreement. You will then need to confirm this in writing by sending a signed letter that includes your name, address and agreement number to:

Customer Services Department
Genesis Finance
86 Station Road
Redhill
Surrey, RH1 1SR

*Calls from UK landlines and mobiles are free

You will need to pay the amount financed plus the daily interest charges. These amounts will be detailed in the payments section of your finance agreement.

Provided your agreement is regulated by the Consumer Credit Act, you have 14 days from receipt of the copy of your executed agreement from Genesis Finance to cancel the agreement. Please note that cancellation of the finance agreement does not cancel the sale of the goods themselves.

Under the Consumer Credit Act 1974 you have certain termination rights if you have a regulated Hire Purchase, Conditional Sale or PCP agreement. For further information about these rights please refer to page 1 of your agreement for more information about this option.

If you wish to voluntarily terminate (VT) your agreement you may inform us via email. Please direct your email to voluntarytermination@genesisfinanceuk.co.uk and include your full name, agreement number and contact phone numbers.

Alternatively, you can request to voluntarily terminate (VT) your agreement in writing. Written requests should be sent to:

Voluntary Terminations Department – Arrears Management
Genesis Finance
86 Station Road
Redhill
Surrey, RH1 1SR

Under the terms of the agreement you are obliged to take reasonable care of the goods. This means that any repairs to damage (e.g. dents or scratches) must be paid for as well as any mechanical work required such as replacement of defective items (e.g. tyres, exhausts, brakes and clutches).

You have three options relating to the final payment on your Personal Contract Purchase (PCP) agreement:

• Retain the vehicle by paying the Guaranteed Future Value (GFV), your final payment
• Return the vehicle. There’s nothing more to pay if the car is in good condition and within the agreed mileage terms
• Renew the vehicle by part exchanging at a supporting retailer, using any excess part exchange value that is above the GFV towards your deposit

Please read our guide to your PCP options by clicking here before making your decision.

If, upon reaching the end of your Personal Contract Purchase agreement, you want to keep your vehicle but are not able to make the final balloon payment, we will, subject to eligibility, reschedule this amount for you.

If you have any questions regarding your options follow this link to contact our Customer Services department.

When you have made your decision, please advise us of your PCP intention by completing the form below:

Excess mileage charges can be due at the end of Personal Contract Purchase (PCP) agreements, but only in certain circumstances. Specifically if you choose to return the vehicle to Genesis Finance at the end of your agreement and if you have exceeded your agreed mileage limit. In such cases a pence per mile charge is applied to the number of miles by which you exceeded your limit. The pence per mile rate is set at the outset of your agreement and is clearly shown within your agreement documentation.

Yes you can. If, upon reaching the end of your Personal Contract Purchase agreement, you want to keep your vehicle but are not able to make the final balloon payment, we will, subject to eligibility, reschedule this amount for you.

You may need to confirm whether or not we hold any financial interest in your vehicle. You can find out by submitting a finance clearance request via our online service

You should firstly contact your Genesis Personal Assistant to discuss the problem. If you are unhappy with the outcome and require further assistance you can submit a ‘Satisfactory Quality Complaint‘ to Genesis Finance

At Genesis Finance 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 read our complaints procedure, alternatively you can contact our Complaints Team on 0800 085 1353*

*Calls from UK landlines and mobiles are free

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 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 085 1353*

*Calls from UK landlines and mobiles are free

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.

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 Finanical 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 Genesis Finance have issued a final response or if your complaint has exceeded the 8 week limit from when it was first raised.

How to contact the Financial Ombudsman Service

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 9123 – 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, Exchange Tower, London E14 9SR

Further details about the Financial Ombudsman Service will be given with our final decision letter.