Existing Customers

Please email [email protected] with details. Ensure you include your agreement number on the correspondence.

Please email [email protected] with details. Ensure you include your agreement number on the correspondence.

Please email [email protected] quoting your agreement number on the correspondence.

Please contact your Introductory Broker (Intermediary) for further guidance on this request.

Please call our Collections and Recoveries team on 01256 316200 or email [email protected].

Currently, all payments are made via Direct Debit as per the agreement Terms and Conditions.

We do not currently accept lump sum payments onto the accounts.

All invoices are sent out via email, if you would like to update the email address the invoices are sent to email [email protected].

If the payment date falls on either a Saturday, Sunday or Bank Holiday, you should expect this to be debited from your account on the next working day after the due date.

If for any reason your Direct Debit appears not to have been taken, please email us at [email protected], and we will be happy to look into this for you.

Please email [email protected] for a copy of an invoice relating to your account. Ensure you include your agreement number on the correspondence.

Please email [email protected] for a copy of your signed agreement. Ensure you include your agreement number on the correspondence.

There are fees for copies of the signed documentation. Please ask for confirmation of these charges when requesting your copy documents from [email protected].

If the equipment is covered by our Asset Protection Programme then please call 08000 032 0520 and they will manage the whole process for free.

If you don’t have this cover it is your responsibility under the terms of your agreement to insure the equipment on a fully comprehensive basis.

If you need to make a claim, please contact our Portfolio Management Team immediately by email [email protected].

You’ll also have to inform your insurance company that the claim needs to be paid direct to Asset Advantage.

We will refund any surplus to you, but if the proceeds don’t cover the outstanding balance on your agreement you will need to pay the shortfall. Until the agreement has been settled in full you will need to continue paying your rentals.

Please contact our Asset Protection Provider, Acquis on 08000 320 520, who will be able to provide you with all the relevant details of any agreements in place.

Please contact your Introductory Broker (Intermediary), who will be able to provide all relevant information on this matter.

Our aim is to provide an exceptional service, however if you wish to register a complaint please contact us by writing to: Complaints Department, Asset Advantage Ltd, Matrix House, Basing View, Basingstoke RG21 4DZ or by email to [email protected].

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service for an independent assessment. The Financial Ombudsman Service Consumer Helpline is on 0800 023 4567 and their website is: www.financial-ombudsman.org.uk or you can contact them by writing to: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

To view our complaints procedure please click here.