Existing Customers

If you currently have a finance agreement in place with Asset Advantage, these frequently asked questions may help. If you have any other questions, please get in touch at [email protected]

Existing Customers

Changes to my personal details

I'm changing my bank, who do I need to advise?

Please email [email protected] with details. Ensure you include your agreement number on the correspondence.

I am moving house, who do I need to advise?

Please email [email protected] with details. Ensure you include your agreement number on the correspondence.

How will Asset Advantage use my personal data?

To see how we will use your personal data please click here.

About my payment and agreement terms

Can I settle my agreement early?

Please email [email protected] quoting your agreement number on the correspondence.

Am I able to increase my borrowing?

Please contact your Introductory Broker (Intermediary) for further guidance on this request.

I am struggling to make payment, who can I speak to?

Please call our Collections and Recoveries team on 01256 316200 or email [email protected].

Can I extend my agreement in order to reduce our monthly payments?

Please email [email protected] including your agreement number on the correspondence.

Can I pay by standing order, bank transfer or credit card?

Currently, all payments are made via Direct Debit as per the agreement Terms and Conditions.

Can I make lump sum payments?

We do not currently accept lump sum payments onto the accounts.

I am selling the business, does this affect my agreement with you?

Yes, please email the details of the sale to [email protected] and we can look to organise an amendment to your agreement.

What date does my agreement end?

Please refer to the agreement for details of the minimum term of your agreement, or email [email protected].

Can I receive invoices by post/e-mail?

All invoices are sent out via email, if you would like to update the email address the invoices are sent to email [email protected].

If my Direct Debit falls on a weekend, when should I expect my payment to be taken?

If the payment date falls on either a Saturday, Sunday or Bank Holiday, you should expect this to be debited from your account on the next working day after the due date.

My Direct Debit has not cleared. Who do I contact?

If for any reason your Direct Debit appears not to have been taken, please email us at [email protected], and we will be happy to look into this for you.

Requesting paperwork and documentation

How can I obtain a copy invoice?

Please email [email protected] for a copy of an invoice relating to your account. Ensure you include your agreement number on the correspondence.

How can I obtain a copy of my agreement?

Please email [email protected] for a copy of your signed agreement. Ensure you include your agreement number on the correspondence.

Is there a charge for receiving copies of my documents?

There are fees for copies of the signed documentation. Please ask for confirmation of these charges when requesting your copy documents from [email protected].

Assets and Insurance

The equipment has been stolen/damaged, what do I do?

If the equipment is covered by our Asset Protection Programme then please call 08000 032 0520 and they will manage the whole process for free.

If you don’t have this cover it is your responsibility under the terms of your agreement to insure the equipment on a fully comprehensive basis.

If you need to make a claim, please contact our Portfolio Management Team immediately by email [email protected].

You’ll also have to inform your insurance company that the claim needs to be paid direct to Asset Advantage.

We will refund any surplus to you, but if the proceeds don’t cover the outstanding balance on your agreement you will need to pay the shortfall. Until the agreement has been settled in full you will need to continue paying your rentals.

I don’t want/need Asset Protection, who do I speak to?

Please contact our Asset Protection Provider, Acquis on 08000 320 520, who will be able to provide you with all the relevant details of any agreements in place.

What happens to the equipment when the agreement expires?

Please contact your Introductory Broker (Intermediary), who will be able to provide all relevant information on this matter.

Making a complaint

What do I do if I have a complaint?

Our aim is to provide an exceptional service, however if you wish to register a complaint please contact us by writing to: Complaints Department, Asset Advantage Ltd, Matrix House, Basing View, Basingstoke RG21 4DZ or by email to [email protected].

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service for an independent assessment. The Financial Ombudsman Service Consumer Helpline is on 0800 023 4567 and their website is: www.financial-ombudsman.org.uk or you can contact them by writing to: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

To view our complaints procedure please click here.

If you have any other questions?

Please get in touch with our customer services team using our contact details.