Vehicle owners - EMaC - Automotive Retention Solutions

Vehicle owners

If you are a service plan customer, for convenience we’ve listed the answers to our most frequently asked questions below. If you don’t find what you’re looking for then contact details for our customer service centre are below. We’d be delighted to hear from you.

Please direct all enquiries to


Contact details

EMaC House
Southmere Court
Crewe Business Park

0330 099 6826

Business hours

Monday – Friday 8am to 6pm
Saturday 9am to 1pm
Sunday Closed
Closed on Bank Holidays


Frequently asked questions

Your name appears on my bank statement. Who are you?

EMaC handles the administration of your vehicle’s service plan. We collect the Direct Debit instalments from your bank or building society that pay towards the upcoming servicing requirements of your vehicle.

How do I cancel my service plan agreement?

If you’re thinking about cancelling, please call us – we would hate to lose you. We can talk you through the benefits and options of remaining a service plan customer, particularly if your needs or circumstances have changed.
If ultimately you do decide to cancel, we will help you to finalise the agreement quickly and efficiently. Refunds are calculated based on the money you have paid into the service plan account, less any services and/or management charges.

To see further details of our cancellations process please click here.

I’ve bought a new vehicle. Can I transfer my service plan agreement to it?

If you have bought a new vehicle from the same dealer – or the same dealer group – then we will arrange for unused payments to be transferred from your old agreement to a new one. Simply contact your dealership and advise of your change and they will be more than happy to arrange for the transfer of your plan. Or call us with the details of your old and new vehicle and we will happily arrange the transfer for you.

Can I extend or renew my agreement?

No problem. If you decide to keep your vehicle for longer than your plan service schedule then we are more than happy to arrange a quote to renew the plan. Just give us a call on 0330 099 6801 and we will talk you through your options.

Confirmation will be sent out to confirm any changes made.

Does my service plan cover mechanical breakdowns?

This is dependent on the type of service plan you have purchased. Please see your contract for specific details of the inclusions of your service plan or contact your dealer for more information.

Can a family member use my service plan for their vehicle?

No – Your service plan agreement is specific to your vehicle and the payments are tailored to meet the servicing requirement costs of that particular vehicle.

We are happy to help arrange an agreement for other vehicles in your household – please contact us on 0330 099 6801 and speak to one of our friendly team.

How do I pay towards my service plan?

You can pay in full or by Direct Debit- all our payments are taken securely. You can decide your preferred payment option when purchasing your plan.

Cards accepted are:

  • JCB
  • Mastercard
  • Maestro
  • Visa


Can I change my payment date?

Of course. We can collect Direct Debit payments on any date between the 1st – 28th of each month. Please contact us on 0330 099 6801 and we can make the change at any time.

We need 14 days’ notice to implement any changes, so if your next payment is due within the next 14 days, it may be collected on the previous agreed date.

Can I change the account I pay from?

Yes, you can change your bank account details at any time.  Please contact us on 0330 099 6801 and we can make this change.

We need 14 days’ notice to implement any changes, so if your next payment is due within the next 14 days, it may be collected using the previous agreed bank account details.


I now have a private plate - can I update my registration number?

Yes – please send  your current and new registration number to or call us on 0330099 6801 and we can make this change.

If you have changed your vehicle, you will need to set up a new service plan.  This is because service plans are tailored to each vehicle.

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