Frequently asked questions

Below are answers to some of the questions we are most often asked.

General

How do I contact Mercedes-Benz Retail Group Customer Service?

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​We strive to deliver the best customer service at Mercedes-Benz Retail Group. If you have any concerns regarding our dealerships, please click here, or to find all other information regarding the Mercedes-Benz Retail Group, click here.


Purchasing

Can I test drive a car?

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​We offer test drives seven days a week on all vehicles on display. Simply ask a member of the team to arrange one for you. Just remember to bring your driving licence with you when you take the test drive for identification purposes. Click here to request a test drive.

Do you take part-exchanges?

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We are happy to accept all types of part-exchanges. Bring your vehicle in for a no-obligation valuation.

What should I do if I have lost my V5 registration document/certificate?

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If your V5 registration document/certificate (or the new keeper supplement) has been lost, stolen or destroyed, you will need to purchase a replacement from DVLA at a cost of £25. You can either complete a Vehicle Registration Certificate V5C Application Form (V62). The V62 Form is available from Post Office branches or can be downloaded by visiting this link.

If you have already registered as the vehicle keeper on the DVLA computer and there are no changes to your personal or vehicle details, you can apply for a duplicate by calling 0300 790 6802 using a debit/credit card for payment.

Do all Mercedes-Benz Retail Group cars have a pre-delivery inspection?

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Every car undergoes a comprehensive pre-delivery inspection prior to going on sale. Our Mercedes-Benz trained technicians check all Approved Used vehicles inside and out before you commit to buying.

Do you tax vehicles?

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Due to recent changes in the way vehicles are taxed you will need to obtain your own tax. We will happily provide you with the facilities to do this when you collect your vehicle.

Will I need to pay a registration fee for a new car?

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The Government charges a one-off fee of £55 for registering a new vehicle (where applicable).

What will I need to bring with me when I collect my car?

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If paying in full:
Acceptable methods of payment are as follows:-

  • Debit Card
  • Electronic Transfer to Natwest Bank, payable to Mercedes-Benz Retail London, Sort code 60-14-55, Account number 60510900, quoting the Stock Number of the vehicle you are purchasing.
  • Please note that Cash, Personal Cheques, Bankers Drafts, Building Society Cheques or Credit Cards are not acceptable at the point of collection.

If you are financing your vehicle (Hire Purchase or Personal Contract Purchase):

  • Driving licence
  • If you are part exchanging a vehicle:
  • V5/Log Book
  • M.O.T
  • Service history
  • Spare Keys

Do you do HPI Checks on all vehicles?

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​Mercedes-Benz Retail Group complete checks to ensure no outstanding finance charges, stolen vehicles, or insurance write offs. All mileage checks independently carried out/verified by Experian, HPI or The National Mileage Register.

Do all cars come with a warranty?

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All our Approved Used Mercedes-Benz vehicles come with one year unlimited mileage warranty. This includes 12 months' comprehensive unlimited mileage guarantee, including up to £50 per day (incl. VAT) towards a replacement vehicle during repairs.


Finance

What do I do if I have a complaint regarding my finance contract?

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Please contact Mercedes-Benz Financial Services:

Mercedes-Benz Finance
Delaware Drive
Tongwell
Milton Keynes
MK15 8BA
0370 847 0700

In the event that you remain unsatisfied, you can ask the Financial Ombudsman Service to review your complaint. If you would like more information, we can provide you with a leaflet or you can make contact with the Financial Ombudsman Service by writing to: 

South Quay Plaza
183 Marsh Wall
London
E14 9SR
0845 080 1800

What do I have to pay if I go over my agreed mileage?

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Any excess mileage charges are dependent on vehicle type and can be found on your contract under ‘default charges’.

Can I overpay on my monthly finance amounts?

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Yes, you may over pay at any time subject to agreement type - please contact Mercedes-Benz Financial services for more information:

Mercedes-Benz Finance
Delaware Drive
Tongwell
Milton Keynes
MK15 8BA
0370 847 0700


Insurance

How do I make a claim on my insurance product?

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For policies sold between 2008 and March 2014 please contact MAPFRE Asistencia on 0330 400 1663 or write to them Abraxas Insurance Administration Services Limited, One Victoria Street, Bristol Bridge, Bristol, BS1 6AA.

For policies sold from March 2014 and onwards please contact AutoProtect on 0127 945 6507 or write to them AutoProtect (MBI) Limited of Warwick House, Roydon Road, Harlow, Essex, CM19 5DY.

Can my GAP Insurance be transferred onto a different vehicle?

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You may transfer at any time, any remaining period of insurance on the policy due to a change of vehicle. There is an administration fee of £35, subject to the replacement vehicle purchase price not exceeding the current pricing band of the original vehicle. You must contact the administrator within 7 days of the replacement vehicle. Please contact us on 01279 456 500.

How can I get an insurance quote for my car?

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Mercedes-Benz Insurance can be contacted on 0345 600 2180. For more information, please click here.


Ownership

Why should my car be serviced to the recommended service schedule?

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This will ensure that your vehicle receives the best possible service, allowing our dealership to conduct a health check in order to advise you if any items are worn or require replacing. In the event of a warranty claim, lack of servicing may prejudice your cover.

I have a query regarding the service schedule or my vehicle needs a service, what should I do? 

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Your local retailer has the latest approved service schedules and can provide you with a breakdown of the work required together with a quote to carry out the service. Alternatively you can visit our online booking tool, click here.

How can I find out if my vehicle is affected by a recall?

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You can visit your local dealership, or find out by visiting Motor Codes. Alternatively you can call our Customer Service Team on 0345 092 0244.

Where can I buy a part or accessory for my Mercedes-Benz? 

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If you would like to purchase GenuineParts or accessories, please contact your nearest Mercedes-Benz dealership and ask to speak to the After Sales department. For more information about Mercedes-Benz GenuineParts, please click here.

My vehicle has a fault, what should I do? 

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Your first step should be to contact your local retailer, who will be pleased to assist you. You can find your nearest Mercedes-Benz Retailer, here​.

Why does my vehicle's fuel consumption differ from the published figures? 

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The fuel consumption figures quoted in our product brochures are obtained using Government approved methods in controlled conditions. It is for that reason that all pricing and specification booklets will have a disclaimer which states that the results do not express or imply any guarantee of the fuel consumption of a particular car. We must also take into account that there are inevitable differences between individual cars of the same model along with driving style, road conditions, weight of the vehicle, use of air conditioning etc.

You may find this website from the Department for Transport interesting, including their tips for saving fuel - click here.


Breakdown

How do I make contact with Mercedes-Benz Roadside Assistance?

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Inside the UK, call 00800 1 777 7777
Outside of the UK, call +353 1-6 05 03 77

What are the Mercedes-Benz Roadside Assistance operating hours?

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365 days a year, 24 hours a day.