Excel-A-Rate

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Customer Services

Issues to consider before contacting us for help

Are you dissatisfied with the assets supplied under your agreement with Excel-A-Rate Business Services Ltd and/or Excel A Rate Business Cash Ltd? Or perhaps you’re unhappy with the level of service you have received, or feel that you need to make a complaint.

Please read the following useful information before contacting us.

  • What do I do if my goods are faulty?
  • What are my cancellation or withdrawal rights?
  • How do I query the information on my credit file?

What do I do if my goods are faulty?

If you believe the asset is not fit for purpose, has an inherent fault, or does not comply with the Sales of Goods Act 1979, Visit the Department for Business, Enterprise and Regulatory Reform website, you should first make contact with the dealer or supplier of the asset and explain your concerns.

The dealer or supplier is qualified in their relevant business sector, so they are responsible for deciding whether the asset needs to be replaced or repaired, or if further investigation is required. As the organisation financing your asset, we are not in a position to make assessments about faults or if the assets are fit for purpose, so we will refer any requests of this nature to the dealer or supplier.

In the unlikely event that you are unable to resolve the issue directly with the dealer or supplier, you should contact us explaining the situation. Please note that we will contact the dealer or supplier to assist us in reaching a resolution.
You can find out more about the Sales of Goods Act from the Department of Trade and Industry.

You must inform us if the supplier agrees to replace the goods as a variation will be required to your agreement.

Visit the Department for Business, Enterprise and Regulatory Reform website

What are my cancellation or withdrawal rights?

You may have a short period of time to cancel or withdraw from the agreement. This will depend on whether your agreement is regulated by the Consumer Credit Act 1974 (as amended) (CCA).

Please check the terms and conditions under the “Your Rights” section of your agreement with us. This will provide details on how to withdraw from or cancel your agreement, should you be entitled to do this.

How do I query the information on my credit file?

The first step is always to obtain a copy of your credit file from either of the credit reference agencies – Experian, Equifax or Callcredit – so you can check exactly what information is recorded about you. If you find any details that you would like to query, please contact us.

Visit the Experian website

Visit the Equifax website

Visit the Callcredit website

When reviewing your credit file, please be aware that we are legally required to provide credit reference agencies with factual information concerning your payment history. For example, if you are currently disputing a debt, we must still record whether or not payments are being made until the matter is resolved.

If it is found that we have recorded incorrect information, we will remedy your credit file to show the correct position. However, we will not be able to consider requests to amend a credit file where there are continuing concerns such as legal action or debt disputes.

I am unhappy with the service I have received.

It is important that you contact us as soon possible if you have a problem. We will record your complaint and investigate the matter promptly. We will keep you informed of our progress and adhere to the timescales laid down by the Financial Conduct Authority. In almost all cases the matter can be dealt with quickly but occasionally it may take a little longer. For full details on our Complaints Procedure please see below.

Click here if you wish to complain

OUR FEES EXPLAINED

We are pleased to provide some information regarding fees, which may be charged on agreements with Excel-A-Rate Business Services Ltd and/or Excel A Rate Business Cash Ltd.

We will charge an administration fee when we arrange your facility. This fee varies depending on the complexity of each transaction, with a more complex deal attracting a higher fee to reflect the extra work involved.

Our Sales team will be very happy to explain those applicable to your specific facility.

There are also post-contractual fees which are noted in the Key Information section of your agreement. These fees relate to issues such as unpaid rental payments, cancelled direct debit mandates etc.

If you would like any further information, please contact us.

MANAGE YOUR AGREEMENT

Here are the answers to some common questions about your agreement with us, including how you can make changes. In order to protect customer information, please be aware that we can only discuss the agreement if you are our customer, or their pre-authorised representative.

  • How can I change my address details?
  • How do I change my bank details?
  • What payment methods do you accept?
  • How do I change my payment method?
  • How can I obtain a settlement figure?
  • What can I do if I’m having problems making payments?
  • What do I need to do if I wish to sell a leased asset?
  • What happens when I reach the end of my primary period in a lease agreement?

To change or amend your address, please call our Customer Services team. Please note we can only take address changes from a Director or Company Secretary in the case of a limited company or the Proprietor (sole traders) or Partner (Partnerships) unless you have provided us with the identity of an authorised person to act on your behalf. You can advise us in writing to: Excel-A-Rate Business Services Ltd and/or Excel A Rate Business Cash Ltd, Customer Services Team, Prospect House, 389-391 Ainsworth Road, Radcliffe, Manchester M26 4HN.

You can also fax a request to 0161 724 2468. Please note that we will need your request to be made using your company’s official headed paper which shows the new address, followed by an authorised signature.

How do I change my bank details?

If you are already making payments by Direct Debit and would like to change your existing bank details, please call our Customer Services team

In most cases, we will be able to change your details over the phone. However, for our Northern Ireland customers, please note that you may need to complete a new paper mandate. The same applies to accounts that require two signatories.

What payment methods do you accept?

We can accept payment using the following methods:

Debit Card, Credit Card (excluding American Express), Bank Draft
BACS, CHAPS, TT transactions (including online banking transfers) *
Cash (payable over the counter at any NatWest or RBS branch)
Direct Debit, Standing Order

* To make a payment directly to us, please use the following account details ensuring you quote your full agreement number in the reference field:

NatWest, 260 Bury New Road, Whitefield, Manchester, M45 8AB.
Excel-A-Rate Business Services Ltd Excel A Rate Business Cash Ltd
Account Number: 59577347 Account Number: 59616040
Sort Code: 01-09-48 Sort Code: 01-09-48
IBAN: GB06NWBK01094859577347

How do I change my payment method?

To change your regular payment method, please call our Customer Services team

How can I obtain a settlement figure?

To get a settlement figure, please call our Customer Services team

What can I do if I’m having problems making payments?

If you are experiencing financial difficulties that may affect your obligations under your agreement, we may be able to help. Please call us as soon as possible so that we can discuss any options with you. Please do not allow your account to go into arrears before contacting us. We will do our best to find a solution acceptable to us both.

What do I need to do if I wish to sell a leased asset?

Under the terms of a lease agreement the goods do not become your property and you must not sell them without our knowledge or consent. However, in some circumstances we will consent. A leased asset can only be sold to an unconnected third party. You will be asked to pay the balance of any outstanding rentals plus a title fee. In addition you will also be required to pay VAT on the full sale price of the asset to us. As VAT was charged on the asset when the agreement started, we must include VAT when the asset is sold to comply with HM Revenue & Customs Regulations. Please contact Customer Services for further information and an exact figure.

What happens when I reach the end of my primary period in a lease agreement?

We will send you a letter to explain how you may be able to continue leasing the goods for a secondary annual rental, how to return them or how they can be sold

How we treat our customers fairly

At Excel-A-Rate Business Services Ltd and Excel A Rate Business Cash Ltd we are fully committed to being fair to our customers and have fully embraced the Financial Conduct Authority’s (FCA) Treating Customers Fairly initiative.
We are committed to delivering high quality service and are constantly looking at ways in which we can improve the service we provide to our customers.

We believe that the fair treatment of customers means:

  • Behaving in a way that encourages our customers to want a long term relationship with us
  • Treating our customers in a professional, considerate manner with their best interests in min
  • Being clear and transparent in respect of all products and in all communications with our customers
  • Developing products which reflect our customers needs
  • Dealing with our customers personally, promptly and in a consistent manner
  • Obtaining feedback from our customers on the service we provide and areas where we could improve
  • Ensuring that our promotional material is clear, accurate and jargon free
  • Ensuring that our customer facing staff are thoroughly trained on all products they recommend and understand who they are and aren’t suitable for
  • Ensuring that our staff are kept up to date with relevant training in matters affecting the quality of service offered to our customers including the fair treatment of customer
  • Encouraging all staff to consider the fair treatment of customers in their day to day business activities and to report to their line manager any inconsistencies or potential unfairness in the product literature or product features
  • Ensuring that any customer complaints are assessed fairly, promptly, impartially, and where appropriate, in line with FCA deadlines and rules
  • Encouraging our staff to recommend improvements to service following customer complaints and monitoring the outcomes
  • Regularly monitoring and reporting on all Treating Customers Fairly activities in order to assess our performance across the business and recommend changes where appropriate
CCTA
Excel-A-Rate Business Services Limited is authorised and regulated by the Financial Conduct Authority FRN 713832.
Excel A Rate Business Cash Limited is authorised and regulated by the Financial Conduct Authority FRN 671187.

Copyright © 2016 Excel-A-Rate Business Services Ltd.