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Mercedes-Benz Approved Used

Frequently Asked Questions

We're aware there may be a number of our customers who have concerns regarding an existing order, finance agreement or vehicle maintenance. As such, we have created a Frequently Asked Questions page on our website to try and provide you with the answers to these questions in one convenient location.

Naturally we can't cover every question there may be, so we have also included the best ways to contact us during this period of lock down.

From all of us at Sytner Mercedes-Benz we hope you are staying safe and well.

What are the best ways to stay in touch with us?

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You can contact us via any of the following methods:

My service is now due what should I do?

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Mercedes-Benz and smart have agreed to extend the overdue service limit so as not to invalidate your vehicle’s warranty.

  • For Mercedes-Benz cars, the limit has increased to 180 days / 3,728 mileage interval exceeded
  • For smart cars, the limit has increased to 180 days / mileage interval exceeded by 20%

We are still accepting future bookings for service and MOT’s, please call us our Central Bookings Line on 01793 978864 or email us at mbzwebenquiries@sytner.co.uk

Will my car still arrive as planned or will it be delayed?

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As you might be aware, there have been a number of factory closures throughout the world over the past month or two, as a result many cars will have a delayed build date. Mercedes-Benz will prioritise the building of customer vehicles and wherever possible we will source an earlier car for you.

What happens if my car breaks down and needs urgent repair?

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For immediate assistance contact 00800 1777 7777.

Breakdown support for hearing loss customers is provided via the following email address: hls.gbr@cac.mercedes-benz.com.

Alternatively you can contact us via mbzwebenquiries@sytner.co.uk

I don’t want to extend my agreement, will I be expected to return the vehicle to a site?

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You should contact Mercedes-Benz Financial Services on 0370 847 0700, and they will talk you through your options. You will be asked to keep the vehicle safe while MBFS arrange for the vehicle to be collected.

Will it be insured?

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Mercedes-Benz Financial Services will arrange for 3rd party insurance to cover the vehicle, however you would not be permitted to drive it.

Will it be taxed?

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If Road Tax is due (for all agreements except Contract Hire) you should tax the vehicle, MBFS will arrange for this to be refunded at a later date.

My vehicle is due to be MOT’d – what should I do?

I have an Agility Agreement and want to return the vehicle, what actions are Mercedes-Benz Finance taking to defer the final balloon payment?

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As long as MBFS have been informed of your intention, they will block the balloon payment. The following options may be available to you:

  • If you need/want to continue to drive the vehicle, a short-term extension to your agreement could be agreed
  • If you don’t want to continue to drive the vehicle, you may be able to keep your car off the road until it can be returned to a Retailer or collected on behalf of MBFS.

I want to keep the vehicle, will MBFS still take the balloon payment?

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Yes, unless they are advised otherwise.

I have purchased a different make of car but want an extension, will I still be offered one?

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We are sorry to hear that you have decided to leave the Mercedes-Benz brand, however Mercedes-Benz Financial Services will still be able to offer you an extension.

I am getting close to the end of my agreement, what should I do?

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If you haven’t already, please contact us at mbzwebenquiries@sytner.co.uk so we can update MBFS of your intentions. If your vehicle is due to be returned imminently, MBFS will call to talk you through the next steps.

How will you keep me updated?

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We will be posting communications on this website as well as our Club website (www.thembclub.co.uk). The Club is also available as an App on IOS or Android, all you need to do is go to your App Store and search for "Sytner Club".

I have a finance related question that hasn't been answered above.

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During these uncertain times, should you have any concerns or queries about any aspect of your finance agreement, including the ability to keep up your monthly repayments, we strongly advise that you contact your lender as soon as possible - rest assured, they are happy to help. The type of assistance they can offer will vary depending on your own individual set of circumstances, but starting with them early is key.

Below are the details of each of our main funding partners websites, the majority of which have been updated to include specific FAQ's relating to COVID-19 related concerns.

Mercedes-Benz Financial Services

Black Horse Finance

We are aware that all of our funding partners are experiencing an unprecedented demand on their customer services at present and whilst we unfortunately cannot advise you on your own individual set of circumstances, we are aware that the majority of companies that we work with are putting in place various options to support and assist you through these worrying times.


Fraud Awareness: Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers. Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself. Find out more here