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Frequently Asked Questions

What is the difference between the 'APR' and the 'Rate of Interest'
We are required by the Consumer Credit Act 1974 to display two interest rates on your agreement. The 'Rate of Interest on the credit' is often called the 'flat rate' and determines the regular monthly instalments, taking into account simply the amount advanced over the term of the agreement. The 'APR' includes the other charges that may be payable, such as a credit facility fee payable with the first instalment and an administration fee or 'option to purchase' fee payable with the final instalment (see below). The calculation method of the APR is laid down in the 1974 Act and full details can be obtained from the Office of Fair Trading in their booklet "Credit Charges and APR", available by download from

Why do I have to pay fees at the start and at the end of my agreement?
Any applicable credit facility, administration or option to purchase fees are specified in both the first section "Key Financial Information" and the second section "Other Financial Information" of your agreement. These typically cover our costs for setting up the agreement including credit assessment and fraud prevention services, credit reference agency costs, and administration involved in the transfer of title to the goods and release of financial interest at the end of your agreement.

Can I change the due date for payment of instalments?
Monthly instalments commence one month following the activation of your agreement, which will normally be on or within 2 days of your signature to the agreement. If you should require a more convenient date for the collection of instalments by direct debit, we shall be happy to move the date forward up to a maximum of 15 days. Please note that we can only agree to one change of due date within the term of your agreement. If you should require a change, please use this website to inform us of your preferred date.

What happens if my personal details change?
We would ask you to inform us of any change in your address or bank details. You can do this via a request on this website.

What happens if my vehicle is involved in an accident and is written-off?
We require for your protection and ours that your car is comprehensively insured at all times. In the event of an accident you should submit a claim to your insurer. Please note you must continue to pay normal monthly instalments pending payout from your insurer of your claim.

Why am I charged a fee for Credit and Debit Card payments?
We incur a cost levied by the credit and debit card companies to process a credit or debit card payment and accordingly we levy a fee based on the card type to recover these costs. Payments made by direct debit or cheque are not subject to any fees.
Cheques (with your agreement number written on the back) can be posted to: Customer Services, Quadrant House, Princess way, Redhill, Surrey, RH1 1QA.
A new direct debit mandate can be printed from this site and should be posted to the same address once completed and signed.

How much am I charged for Credit or Debit card payments?
All Debit Card Payments - £1.00
All Credit Card Payments -1.1% of the value of the payment
All Corporate Credit Card Payments 1.9% of the value of the payment

How do I add the Fee to my payment?
The fee is automatically calculated and added at the end of the transaction.

Can somebody pay my monthly instalments on my behalf?
We are required to operate a strict third party payment policy in order that we comply with anti-money laundering regulations. Payments can be accepted from the agreement holder only. We are unable to accept direct debit mandates in the name of a third party, nor are we able to accept card payments from third parties.

Can I pay an instalment directly into your bank account?
We bank with Natwest Bank plc, Sort code:60-00-01 Account No. 83609520. If you want to pay directly into our account, it is important that you use your agreement number as your Reference number.

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