FAQs to Help and Support

An important message for Nissan Finance Customers regarding Covid-19

As you will be aware, the Covid-19 outbreak is changing the way we all work in the UK. Nissan Finance has well-established and thorough contingency plans to allow us to continue serving our customers in such scenarios.

This includes our staff working from home. Rest assured that should you need to contact us by telephone, our staff will be fully equipped to deal with any queries you may have and will adhere to the same high standards of customer service and security, regardless of where they’re based.

Ahead of contacting us by telephone, we would ask you to access your finance agreement online in the first instance and “self-serve” where possible.

Our Customer Portal makes it easy to manage your agreement, any time you like, allowing you to:

Update your personal details
Update your address details
Change the account your direct debit is paid from
Change your payment date
Check your outstanding balance and view your statement
Make payments and receive confirmation by email

You can access the online portal here: https://www.nissanfinanceuk.com/online-account

If you’re not already registered to our online portal, you’ll find a video tutorial on the landing page explaining how to register. You’ll need your agreement number and some additional personal information to hand to complete your registration.

If you have already created an account with us, you just need to log in using your existing username and password.

Can you avoid paying ULEZ?

If you drive within the ULEZ zone in a car that does not meet the emissions standards of the zone you can't avoid paying ULEZ. Fortunately if you own the fully electric Nissan Leaf then this is currently exempt from paying the ULEZ charge.

What cars are available on Motability?

Vehicles available on Motability change regularly. For the most up to date information please see the latest Motability pricelist found here

What is the motability allowance?

The Motability Scheme enables people with qualifying disabilities to lease a car. To be eligible for a brand new Nissan through the Motability Scheme, you must receive either a Higher Rate Mobility Component of Disability Living Allowance (HRMC DLA), Enhanced Rate Mobility Component of Personal Independence Payment (ERMC PIP), War Pensioners’ Mobility Supplement (WPMS) and Armed Forces Independence Payment (AFIP). In order to find out which Nissan vehicles are available to you through the Motability Scheme, please see our latest Motability pricelist or contact you local Nissan dealer.

A warning light has appeared on my dashboard, what should I do?

If a warning light has appeared, please consult your owner’s manual found in the vehicle's glovebox. Alternatively, please contact your local Nissan dealer.

Ownership

How long should a set of brake pads last on my Nissan vehicle?

As part of their normal operation, brake pads will wear out. Heat and friction caused during braking causes abrasion and therefore wear. That's why we refer to them as "wear and tear" components. The rate of this wear is influenced by many different factors, including style of driving, type of driving and the type of vehicle you have.

I need a new VIN plate as it has been modified. Where can I get this?

To enquire about a new VIN plate please visit your local Nissan dealer here.

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

Your car should be serviced to the recommended service schedule to ensure that your vehicle provides the best possible service. This also allows the dealership to conduct a health check and advise you if any items are worn and require replacing. In the event of a warranty claim, lack of servicing may prejudice your cover.

I have just bought a used Nissan - how do I transfer the vehicle warranty to my name?

If your name, address or registration number has changed, or if you have become a subsequent owner of the vehicle, you should complete the 'Notice of Change' freepost card in the back page of your Warranty Information Booklet.

Can I get a Nissan car on the Motability scheme?

To be eligible for a brand new Nissan through Motability Scheme, you must receive either a Higher Rate Mobility Component of Disability Living Allowance (HRMC DLA), Enhanced Rate Mobility Component of Personal Independence Payment (ERMC PIP), War Pensioners’ Mobility Supplement (WPMS) and Armed Forces Independence Payment (AFIP). In order to find out which Nissan vehicles are available to you through the Motability Scheme, please see our latest Motability pricelist or contact you local dealer.

How should I determine whether my vehicle is affected by a recall?

You can visit your local Nissan dealership, or check by visiting Motorcodes. Alternatively you can call our Customer Service Team, their contact details can be found here.

What is an end of life vehicle (ELV)?

An End of Life Vehicle (ELV) is a vehicle that reaches the end of its useful life in general after 12 or 15 years. It is also possible to have a premature End of Life Vehicle (ELV) when the car is involved in an accident and also considered an economic total loss. Although a car arrives at the end of its useful life it still has a value. Every End of Life Vehicle (ELV) contains valuable raw materials (steel and, light metals, alloys, etc.). These materials can be recycled and used for new cars or for other purposes. In order to protect the environment and prevent waste, the End of Life Vehicle (ELV) has to be treated, recycled, recovered or re used as spare components for other cars. For more information click here.

Does recycling reduce CO2 emissions?

Making new cars involves the use of many raw materials, from metals and synthetic products to cardboard which all have to be first produced industrially. By recycling materials, the amount of energy used in manufacturing can be reduced, along with factory emissions.

What is the difference between reuse, recycling and recovery of vehicles?

Recycling is the collection of parts of the End of Life Vehicle (ELV) and the process to transform them into materials used in the production of new vehicles or used for other purposes. Reuse is the use of the parts of End of Life Vehicles (ELV) for the same purpose in other Nissan vehicles. Recovery represents the burning of the vehicle materials that cannot be recycled, for the generation of energy.

When was CO2 emissions data first recorded?

1997/1998 was the time manufacturers started recording this information. If the vehicle is covered then the details will be available on the SMMT website

My vehicle is no longer within warranty, will I have to pay for repairs?

For any information regarding repairs, please contact your local Nissan dealer.

I have just bought a vehicle which doesn't have keys / I would like an additional spare key. How do I go about ordering this?

Please visit your local Nissan dealership, who may be able to supply and code keys once ownership records are confirmed. We may not be able to supply keys for vehicles originally supplied outside the European Union, due to differences in security protocol.

Is my vehicle safe to drive?

If there is no warning light but you’re concerned whether your vehicle is safe to drive or not, contact Nissan Roadside Assistance if you are covered on 0330 123 1231. If you do not have Nissan Roadside Assistance you will need to arrange recovery to your closest Nissan dealer if you believe the vehicle is not drivable or visit your local dealer.

My handbook suggests that my vehicle should not be driven at constant speed for long distances, for the first 1,000 miles. What is classed as a long distance?

Your new car will need to be run in, this will involve the engine being loaded in 4th and 5th gear and varying between 50mph and 70mph. During the run in stage, about 100 miles is classed as a long distance.

What mode should be used for towing a caravan with the X-Trail and should the tyre pressure be increased for this purpose?

Auto can be used all of the time. Tyre pressures should be increased, and the correct pressures will be displayed inside the driver door aperure.

Is it necessary to 'run in' a brand new X-Trail before towing a caravan?

A minimum 'run in' of 500 miles is required before towing, with a recommended 'run in' of 1,000 miles.

Services

My car has broken down, what should I do?

If you have Nissan Roadside Assistance please contact them on 0330 123 1231 and select option 1. If you do not have Nissan Roadside Assistance you will need to arrange recovery to your closest Nissan dealer

Where is my nearest official Nissan dealer?

You can find your nearest Nissan dealer using the dealer locator found here.

What’s covered with a Nissan warranty?

We offer a variety of warranty plans for your needs, for full details visit our warranty section.

Where is the nearest Nissan service center?

You can find your nearest Nissan service centre using the dealer locator found here.

What time do Nissan service centers open?

Opening hours vary between Nissan dealers. For more information regarding the opening times of a specific dealer please visit the dealer locator.

Where can I find information about jobs?

For further information about what jobs are currently available, please visit our careers website here.

How do I contact Nissan Customer Service?

All information regarding contacting Nissan Customer Service can be found here

Technology

What are the key features of Park Assist?

Park Assist tells you if your car will fit into your chosen parking space. Using the rear parking sensors it will also allow you to reverse more safely.

What is a DPF?

A DPF is a Diesel Particulate Filter. The filter forms part of the vehicle's exhaust system to trap and store solid particles or 'soot', produced by the diesel engine combustion. When the amout of soot in the filter reaches a specified level, this needs to be reduced to maintain the filter's function. This reduction is called regeneration and must be performed periodically.

How can I find the key code of my Nissan vehicle?

The keys to every Nissan vehicle are given a special security code, to prevent the keys being replicated by a third party. For this reason, someone asking for the key code is asked to prove their ownership of the vehicle before the code can be given. Your local authorised Nissan dealer can give you the key code of your vehicle. You should be prepared to present proof of ownership, such as the vehicle registration log book (V5) or original sales documentation. To find details of your local authorised Nissan dealer, please click here.

What does CVT stand for?

CVT stands for Constantly Variable Transmission. This is a common type of automatic gearbox.

What is the 'Intelligent Key'?

The Intelligent Key reveals Nissan's focus on practical technologies. The vehicle senses when the Intelligent Key is brought close to the car. Doors and tailgate can simply be opened by pressing a button on the door handle. Also a press on the start button begins the motor - no key has to be removed from pocket or handbag!

What is the guaranteed accuracy of the speedometer in terms of percentage of speed shown?

The speedometer should not read slower but may read faster than the actual vehicle speed. The EC Directive states: at a speedometer reading of 25mph the vehicle speed should be between 20.5 and 25mph. At a speedometer reading of 50mph the vehicle speed should be between 43.2 and 50mph. At a speedometer reading of 75mph the vheicle speed should be between 65.9 and 75mph.

Can I have a LPG conversion on my Nissan?

Nissan are no longer able to offer LPG conversions on our vehicles.

Electric

What is the ULEZ charge?

On 8 April 2019, the first Ultra Low Emission Zone (ULEZ) came into effect in the same area as central London’s existing Congestion Charge Zone. Cars, vans and other vehicles coming into the zone need to meet stringent emission standards or pay a daily charge. From 25 October 2021, the area will expand to the inner London area bounded by the North and South Circular roads. Birmingham follows suit with plans for their own Clean Air Zone (CAZ) from 2020. For more information on ULEZ click here.

Where is the ULEZ zone?

The ULEZ zone currently occupies the same area as the existing Congestion Charge Zone. However, from 25 October 2021, this area will expand to the inner London area bounded by the North and South Circular roads. Birmingham will also follow plans for a similar Clean Air Zone from 2020. For more infomation please visit our ULEZ page.

Do electric cars have gears?

No, electric cars (EVs) do not have gears, because they have no gear box.

Why?
EV’s only have one gear, so they have no need for a multi-speed gear box like traditional petrol and diesel cars.
Petrol and diesel cars have multiple gears because there are multiple power bands where the engine works best.
An electric car however can create almost instant torque from a standing start, and get to top speeds using a single gear, without negatively impacting the power or when driving at low speeds.

How do electric cars work?

Unlike traditionally fuelled cars, electric cars don’t have a fuel line, pump or tank. So how do they run?

Under the bonnet is an electric motor, which replaces the traditional combustion engine. A lithium ion battery pack powers the electric motor, and this is what must be charged either at home or on the go at charge-points.

How do you charge an electric car?

Charging your Nissan electric car is easy to do, both at home or on the go.

At Home
Efficiently charge your EV at home either from a domestic socket, or from a Nissan certified 7kW Wallbox you can have installed in your garage.

On the Go
Nissan LEAF is compatible with the CHAdeMO DC charging network found across the UK. With over 2200 compatible rapid chargers available, simply find your closest charge-point and plug your EV in.

Company Info

When did the Renault-Nissan Alliance begin?

The Renault-Nissan Alliance was signed on 27th March 1999, and is the first of its kind involving a Japanese and French company, each with its own distinct corporate culture and brand identity. Both companies share a single joint strategy of profitable growth and a community of interests. To promote this shared objective, the Renault-Nissan Alliance set up joint project structures as early as June 1999, covering most of both companies’ activities.

How is the Renault-Nissan Alliance managed?

To define a common strategy and manage synergies, an Alliance strategic management company, Renault-Nissan BV, was founded on 28th March 2002. Renault-Nissan BV is jointly and equally owned by Renault and Nissan and hosts the Alliance Board, which met for the first time on 29th May 2002, and holds monthly meetings.

Who controls the Renault-Nissan Alliance?

The Alliance Board steers the Alliance’s medium- and long-term strategy and coordinates joint activities on a worldwide scale. Renault and Nissan run their operations under their respective Executive Committees, accountable to their Board of Directors, and remain individually responsible for their day-to-day management.

Where can I find press releases?

You can find the most up to date press releases here, alternitavely you can visit our news section for the most up to date news.

When was the Nissan factory in Sunderland built?

Nissan Motor Manufacturing (UK) Limited started production of Nissan vehicles in 1984.

What is Nissan UK's Tax Strategy?

In accordance with Schedule 19 of the Finance Act 2016, here is Nissans tax strategy for all UK companies within the Nissan Group.

What is REACh, and how can I find more information?

REACH is the chemical regulation in the EU, focusing on Registration, Evaluation, Authorisation and Restriction of Chemicals manufactured in or imported into the European Economic Area. Nissan complies with REACH obligations, and fully supports its underlying goals: to protect human health and reduce the risk on the environment posed by chemicals. For more information please click here. This website provides information on substances present in the Nissan product(s) that you buy, and recommendations for their safe use.

Where can I find Nissan’s Slavery and Human Trafficking Statement?

You can find out about Nissan’s Slavery and Human Trafficing statements using the links below:

Financial Year 2019-2020

Financial Year 2018-2019

Financial Year 2017-2018

Financial Year 2016-2017

How does Nissan comply with the battery recycling obligation for automotive and industrial batteries?

The disposal of waste industrial and automotive batteries by landfill or by incineration is banned in the UK. If you have an electric powered vehicle, there are specific obligations for producers/importers of such vehicles that are intended to help you deal with the batteries that power these vehicles when they become waste. Businesses that place electric vehicle batteries into the UK market have an obligation to arrange for the treatment and recycling of these batteries. For more information click here

WHERE CAN I FIND THE GENDER PAY REPORT FOR APRITE (GB) TRADING AS WEST WAY NISSAN?

We are an employer required by law to carry out Gender Pay Reporting under the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017. Please click HERE to view the report

Technical Information, Weights and Measurements

What does the term, 'Permitted towing weight/towing capacity' refer to?

The permitted towing weight refers to the maximum weight of a trailer and load which can be towed behind a vehicle. Figures may be given for a braked or unbraked trailer. Towing capacity may vary under certain conditions such as gradient.

What does the term, 'Payload' refer to?

The payload of the vehicle is the gross weight minus the kerb weight of the vehicle. To calculate the cargo weight, any additional weight including the driver, any passenger(s) and other equipment or modifications must be deducted from the payload. Care should be taken to remain within the gross vehicle weight and not exceed permitted axle weights. It is the responsibility of the vehicle operator to ensure that the vehicle does not exceed the weights shown on the VIN plate.

What does the term, 'Load Volume' refer to?

The load volume of a vehicle refers to the amount of cargo that the load area can accommodate, there are several methods used to calculate load volume. The total load volume in some vehicles is calculated by using materials such as sand, which fill the load area (SAE method). Another method more commonly in use (VDA) uses blocks of 200mm x 100mm x 50mm (1 litre volume), stacked to fill the load area. The final count of blocks is given in litres or cubic metres.

What does the term, 'Nose weight' refer to?

The nose weight of a vehicle refers to the vertical weight of the trailer on the hitch ball. This must be taken into consideration to ensure the vehicle permitted axle weights and gross vehicle weights are not exceeded.

What does the term, 'Kerb Weight' refer to?

The kerb weight of a vehicle is the weight of the complete vehicle without any payload and in standard condition, but including a full tank of fuel, oil, water, spare tyre and tools.

Is it possible to get the EXACT kerb weight for a vehicle, rather than the minimum/maximum figures quoted in the brochure?

The only way to obtain the exact weight of a specific vehicle is to put the vehicle on a public weighbridge.

Where can I get technical information about my car?

Our technical experts based within our authorised dealer network are best placed to offer technical guidance to our customers. If you contact any one of these, they will be able to give you the specialist advice that you need. To find details of your closest Nissan dealer, click here.

Why is my fuel consumption different to that shown in the vehicle brochure?

Figures shown are for comparability purposes; only compare fuel consumption and CO2 figures with other cars tested to the same technical procedures. Figures may not reflect real driving results, as these can vary depending on a number of factors, such as; weather conditions, driving style, vehicle load and accessories.

Where can I find the recommended tyre pressures for my Nissan vehicle?

The tyre pressures recommended for a Nissan vehicle are shown on a sticker situatied in the driver door aperature. Alternatively you can check your Owner's Manual.

What is RMI and how can I access the RMI information?

The Repair and Maintenance Information or “RMI” is the vehicles’ technical information, on-board diagnostic information and datasets necessary to perform repairs and maintenance on Nissan vehicles. This information is available for independent repairers located in the EU.

If you are an independent repairer you can access the RMI information using our B2B portal.

Any questions, do not hesitate to contact us.

What is PTI and how can I access the PTI information?

The Periodic Technical Inspections information or “PTI” information is the vehicles’ technical information and datasets necessary to perform periodic technical inspections of Nissan vehicles. This information is available for vehicle testing centres located in the EU.

If you are a vehicle testing centre you can access the PTI information using our B2B portal.