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Terms of business

Who are Silverstone Vehicle Management?

Silverstone Vehicle Management is a credit broker not a Lender.

Silverstone Vehicle Management is Authorised and Regulated by the Financial Conduct Authority - FRN 650940.

Silverstone Vehicle Management Limited is not an IFA & does not offer qualified tax advice. Any general information found at or otherwise is no substitute for your own qualified tax or legal advice. Lenders may pay us for introducing you to them.

Registered in England & Wales with company number: 04829541

Registered Office:
Silverstone Vehicle Management Limited
Shaw Lane Business Park
Shaw Lane
S70 6EH.

You can find out more about the Financial Conduct Authority via

Supply of Goods;

The primary activity of our business (“we”, “our”) is the supply of goods (“the vehicle”) to you (“clients”, “customer”, “your”, “my”) detailed within this vehicle order. The vehicle detailed within this order will reflect your bespoke instructions, personalised to your requirements & will be sourced only upon your request, duly taken within this order. The vehicle supplied, including any additional extras specified within the “Extras Included” section is done with best intentions aligned (but not limited to) the delivery estimation provided within your order but may be subject to circumstances beyond our control, namely (but not limited to) previously unannounced manufacturing pricing alignments, human error, model year changes &/or model deletions for which when practically possible our business may offer a credible alternative. We will not be held responsible for any losses you may incur, financial or otherwise as a result of a circumstances beyond our control &/or failure to supply (for whatever reason). At no cost, mainland UK deliveries are driven to destination & clients should expect delivery mileage (your contracted total mileage will commence from the mileage shown within your delivery note). By your special request, transported deliveries may be available at an additional cost to you, please enquire.

Your Rights to Cancel the Supply of Bespoke & Individualised Goods;

The primary activity of our business is the supply of goods (motor vehicles). This order & your agreement with our business is limited to our primary activity, the supply of goods, in all instances bespoke & individualised goods specifically requested by you.

We do not charge its clients a booking fee nor levy administrative costs associated with this service but these are not goods that can be easily re-sold to another without significant financial loss to our business.

After the date at which we accept your bespoke & individualised vehicle order you have the right to cancel (until the point of delivery) but not without charge. In the unlikely event & for whatever reason you wish to cancel your order prior to receiving the bespoke & individualised goods a cancelation fee will be payable by you @ £1200 Including VAT (at our discretion, a higher cancelation fee may apply when bespoke goods ordered are deemed high risk &/or high value, any such amount will be clearly detailed to you within our order & by prior recordable transmission).

Credit Brokering;

The secondary activity of our business is credit brokering. Lenders may pay us for introducing you to them.

We offer clients (both regulated & unregulated) a brokered credit facility from a lender or other credit broker enabling you (we provide a credit introduction) to place a bespoke order with pricing displayed within this confirmation. We does not charge its clients a booking fee nor levy administrative costs associated with this service.

Lenders may also reserve the right to withdraw a credit facility & without stating a reason.

Lenders have their own terms of business, often known as their “Key Facts” & formal credit agreement. You should allow adequate time to fully read the terms of business from a lender before you enter into a credit agreement with them, prior to delivery of your new vehicle.

Your Rights to cancel the service of credit brokering prior to the delivery of your new vehicle;

We are not a lender, the service of credit brokering is our secondary activity. We do not charge our clients a fee or otherwise for this service & it can be cancelled in writing at any time (& for whatever reason) *prior* to the supply of your goods without charge. Please note, the cancelation of our credit brokering service will not automatically cancel the supply of the bespoke goods ordered, you must independently activate your rights to cancel the supply of bespoke & Individualised goods. The service of credit brokering ends at the time you take delivery of your new vehicle & you enter into a credit agreement with a lender.

Your Rights to cancel a credit agreement with a lender after taking delivery of your new vehicle;

Before you enter into a credit agreement with a lender you will receive their “terms of business”. It will be your responsibility to ensure you allow adequate time to fully read & consider the “terms of business” from a lender. Early financial termination charges will apply if you cancel a credit agreement with a lender earlier than the agreed period of hire, for whatever reason.

For regulated credit agreements your statutory rights & obligations for “Consumer Rights Act 2015” with a lender are not affected.

Why have I been asked to pay a deposit or bond?

Entirely at our discretion, we (at arm’s length) may request (prior to accepting your vehicle order) on behalf of its suppliers a fair & reasonable financial deposit or in some instances a bond to secure against your unforeseen cancelation for the supply of bespoke & individualised goods. The amount may vary dependent upon (but not limited to) the nature of the vehicle, list value, personalised configuration &/or specification. Any deposit or bond held with our suppliers will be held via client account & deducted from your final balance payable prior to delivery.

When is our order accepted (“acceptance”) by Silverstone Vehicle Management?

Upon receipt of your signed vehicle order confirmation (by email attachment, fax or to our postal address) your request to proceed will be acknowledged. Acceptance of your order (the date your order is complete) will be made in writing to you & at the earliest opportunity.

What is Fair Wear & Tear" & who are the BVRLA?

The BVRLA (British Vehicle Rental & Leasing Association) is the trade body for the vehicle rental and leasing sector.

A vehicle returned to a lender, for whatever reason must be in good condition, known as "fair wear & tear". If you return a vehicle to a lender outside of a condition known as "fair wear & tear” additional charges will apply.

A detailed classification of "fair wear & tear" throughout the life of the agreement & at the contract end in line with BVRLA guidelines (the trade body for the vehicle rental and leasing sector) is available upon request.

For the avoidance of any doubt, please ask for a copy of the "BVRLA fair wear & tear guide”.

What if I have a complaint or wish to show dissatisfaction about any aspect of the service received from Silverstone Vehicle Management?

It is the aim of our company to provide a very high standard of service to every client. It's important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This policy explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved in the shortest possible time;

Compliance Manager
Silverstone Vehicle Management Limited
Silverstone Vehicle Management Limited
Shaw Lane Business Park
Shaw Lane
S70 6EH.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork

We will try to resolve your complaint immediately; however, sometimes this may not be possible (although we will contact you to acknowledge your complaint within 5 working days). In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

We will issue a final response by the end of eight weeks after receipt of the complaint. The final response will set out one of the following:

1. Acceptance of the complaint and, where appropriate, offer redress or remedial action.
2. An offer of redress or remedial action without accepting the complaint.
3. A rejection of the complaint and the reasons for doing so

If we are unable to make a final response by the end of eight weeks, we will inform you in writing of this and indicate when we will be in a position to make a final response.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may be eligible to refer your complaint to either;

The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services, including many types of lending and insurance. Established by parliament, its services are free to consumers -

Financial Ombudsman Service;

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9GE

You must do this within six months of our final response.

Alternatively, you may also wish to contact the BVRLA (BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes, Competent Authorities and Information Regulations 2015).

Details of your complaint should be submitted by email to: or if you do not have access to email, details can be sent by post or fax:

River Lodge
Badminton Court
Fax: 01494 434499

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.