FORD CREDITA guide to your Ford Options agreement

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Choose from three options at the end of your agreementOption 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 trade in 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 value over the Optional Final Payment 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 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 FordFord 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 agreementWith 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 www.ford.co.uk 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 onlineAs a Ford Credit customer you can log on at www.ford.co.uk/myaccount and access account services online. For example, you can request a call-back from our Customer Service Centre, change your bank account or address details or request a settlement figure.

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.

Ford Options Wear and Tear GuideIf 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 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 Ford Credit using any of the methods shown at the end of this Guide.

Returning your vehicle at the end of your agreementWhat 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 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.

The Dealer will complete a Vehicle Condition Report which is used to appraise your car against our fair wear and tear standards, determine whether it is in satisfactory condition according to the terms of your agreement with Ford Credit and whether wear and tear or excess mileage charges are due.

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. Higher value items incur a higher number of points.

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

Your Ford Dealer will multiply the total number of damage points by their value, which is determined by your vehicle model, 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 latest charges for damage or missing items by calling our Customer Service Centre or by downloading a copy from within the ‘Owner Services’ section at www.ford.co.uk

It is important that you sign the Vehicle Condition Report, as it is proof that the car has been returned to your 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.

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 fobsWhen 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 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 tearWe 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 needed 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.

Routine maintenance 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 joint

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

Other useful tipsPlease 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.

Charges and how to payWhen you return your car, your Ford Dealer will give you a copy of the Vehicle Condition Report which will detail any excess mileage, damage or missing document charges due.

You’ll also receive a letter from our Customer Service Centre confirming the total sum due. This will include any items that can’t be costed at the Dealership

Charges will be added to your Ford Credit account and are payable immediately, either to your Ford Dealer or directly to Ford Credit

If you are paying Ford Credit directly, 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

DisputesIf, when you receive the confirmation of the charges due, you do not agree with the level of damage charges applied, 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 been provided with then please let us know. You can find out all you need to know about how to contact our Customer Service Centre or our complaint process by visiting the ‘Owner Services’ section at www.ford.co.uk/myaccount

Significant damage or distortion to chassis components

Minor dents and deformation that have not caused major corrosion

Underside

Scuffing or scratching over 100 mm in length where base metal/primer exposedDents affecting the basic structureBroken, cracked or deformed mouldings, bumpers or rubber strips

Light scuffing and score marksMouldings, bumpers and rubber stripsImages 12, 13, 14, 15 and 16

Excessive chipping of paintwork, requiring the panel to be repainted

Any chips that can be attributed to normal use, e.g. stones flying off the road surface

ChipsImage 1

Scratches over 45 mm in lengthScratches less than 45 mm that penetrate to bare metal or primerMultiple scratches less than 45 mm that penetrate to bare metal or primer

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

ScratchesImages 2, 3 and 4

Category Acceptable wear and tear Chargeable wear and tear

Dents over 45 mm in diameterMultiple dents less than 45 mm in diameterAny dents where bare metal/primer is exposed

Isolated dents under 45 mm in diameter (surface finish must not be broken and no crease in panel)

DentsImages 5, 6, 7, 8 and 9

Windscreen glass within the driver’s line of sight that would constitute an MOT failureDamage that affects heating elements on a rear screenHoles or cracks in the lamp glass or lensDamage to mirror glass or surround

Light scratching and/or minor chipping

Glass, lights and mirrorsImages 10 and 11

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.

3 4

1 2

Operating normally, meets current MOT standard

Seized engine due to running vehicle with insufficient coolant, lubricating oil or broken internal componentsSlipping, erratic gear changingClutch slippingNoisy transmissionIneffective synchromeshNoisy gearbox or torque converterLoose gear linkage

Engine and transmission

Grooved brake discs caused by metal-to-metal contact

Brakes, shock absorbers, steering and tyres must be in a condition to allow normal use of the vehicle

Safety items

Category Acceptable wear and tear Chargeable wear and tear

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.

Must operate normallyHeating, air conditioning, electric windows, windscreen wipers and locking

Cracked or creased rear windowMust be fully operational and free from rips and tearsAccessories such as tonneau cover and removable hard top must be present and in good conditionRemovable hard tops must be free from chips, scratches and dents (see Chips, Scratches and Dents sections)

Convertible roofs

5 6 7

8 9 10

Any cuts, rips or tears in this areaBurnsStaining/odours which cannot be removed by steam cleaningFading or discolouring not caused by sunlight, e.g. corrosive cleaning solventsNon-original seatsMissing or broken lights/mirrors

Light staining which can be removed by steam cleaningFading or discolouring if caused by exposure to sunlight

Passenger area, seats and trimImages 18, 19 and 20

11 13

14

12

15 16

Significant damage to the rim or main body of the wheelMissing spare wheel/trim/jack/wheel toolsDamage to sidewalls of tyres (can be caused by kerbing)Replacement tyres that do not meet the recommendations of the vehicle manufacturerReplacement wheels which do not match those originally suppliedAny tools that are not in good working order

Tread wear and tear within legal requirementsLight damage to wheel rimsMudflaps which are fitted as standard must be present

Wheels and tyres – including the spareImage 17

Any equipment originally supplied with the vehicle that does not operate correctly

Must operate normallyEntertainment equipment and navigation systems

Torn or split floor coverings or surrounding trim panels

Surface scoring and light blemishes to treads, sills and seals

Door aperture, boot and luggage area

Category Acceptable wear and tear Chargeable wear and tear

How to identify ‘fair wear and tear’ (continued)

Missing parts and itemsLoose-fitting parts that cannot be secured within half an hourParts showing rust where no preventative action has been takenSurface damage, dents, scratches or cracks to parts which then have to be replacedBent or broken parts which have to be replacedMisaligned parts caused by incorrect use, collisions, crashes or repairs not carried out to the required standardParts repainted in a colour different to the original one

Original controls must be intact and operating correctlyReplacement parts and equipment must be of a similar value and specification as the original and preferably a Ford part

Broken/ damaged/ missing parts

17 18

19 20

Holes that have been left or repaired to a poor standard

Damage or holes resulting from fitting accessories such as car telephones, radios, aerials or other non-standard equipment that have been professionally repaired to a good standard

Additional equipment

Damage or paintwork colour fade resulting from fitting or removal of badges/labels/advertisingAdvertising should never be painted directly onto the vehicle

All non-standard badges, labels or advertising should be removed and any damage made good

Badges and labels

Category Acceptable wear and tear Chargeable wear and tear

R1215/BHO50

Information was correct at the time of going to print, December 2015.

Here to helpPlease feel free to contact your Ford Dealer or Ford Credit about any aspect of your finance agreement.

Manage your account onlineAs a Ford Credit customer you can access account services and view Frequently Asked Questions online at www.ford.co.uk/myaccount You can even request a callback 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 usManchester Business Centre: 0345 712 5490. Please have your account details ready. Calls will be charged at local rates and may be monitored or recorded for training and quality purposes.

Write to usFord Credit, Manchester Business Centre, Number One, 1 Tony Wilson Place, Manchester M15 4FN.

Your protectionFord 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 (www.fla.org.uk). The code sets out key commitments and principles that we believe are fundamentalin 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 020 7836 6511. 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 0800 023 4567 or by email to complaint.info@financial-ombudsman.org.uk You can view further details of this service on www.financial-ombudsman.org

Ford Credit is a trading Style of FCE Bank plc. Registered in England: No 772784. 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 204469.

Treating customers fairlyFord 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.