How can we help you?
Frequently Asked Questions
When using your online quoting tool, I'm seeing a blank screen. Why is this?
This may happen if your pop-up blocker is switched on. Please ensure you disable this and then try using the tool again. If this doesn’t work, please call your DriverLine. If you don’t know your DriverLine, call 0344 493 7644.
I bought a LeasePlan vehicle at auction but I don't have a spare key. What should I do?
LeasePlan do not hold spare keys or log books. When buying a vehicle from an auction house, the contract is between you and the auction house. Any available spare keys or service records would have been supplied with the vehicle. LeasePlan are unable to provide documents or service histories for any of its vehicles sold at auction.
I’m a fleet manager; how do I get access to your fleet reporting tool?
Please contact your fleet team on your dedicated DriverLine or reach out to your LeasePlan account manager.
Can you tell me more about the RFL (road tax)?
All LeasePlan contracts include the Road Fund Licence which is either recharged to you when it is renewed or included in the monthly fee.
We'll automatically renew your road fund licence but you won't get a notification from us. If you need to check your vehicle has road tax for any reason, you can check the government vehicle enquiry page with your reg plate and the make of your vehicle. This will then show you the current expiry date for both your Road Fund Licence and MOT. As the Road Fund Licence is set in the Chancellor of the Exchequer's budget, it is almost impossible to implement this across the term of the contract, so we'll pass on any annual increase or decrease for your vehicle contract. An invoice or credit will be raised after the RFL is purchased and will be sent with your usual invoice.
VAT and the Road Fund Licence Value Added Tax (VAT) is charged when a VAT-registered business sells to either another business or to a non-business customer - this includes the Road Fund License. If you're VAT registered, you can claim back 50% of the VAT on the RFL for a car and 100% for a commercial vehicle. If you're not VAT registered, you'll need to discuss this with HMRC.
Statutory Off Road Notification (SORN) Under no circumstances can our customers do this on our behalf. This can only be carried out by LeasePlan. If you need LeasePlan to declare your vehicle as SORN, please contact the DriverLine on 0344 493 7659 and speak to your customer services team.
I would like to apply for a fuel card. What are my options?
Your access to a LeasePlan fuel card may depend on your contract or your company's policy. Please speak to your fleet manager or call your DriverLine. If you don't know your DriverLine number, call 0344 493 7644.
Can others drive my vehicle?
Yes, you can add one additional driver i.e your spouse - provided you live at the same residential address. Call our DriverLine on 0344 493 7659 to add a driver.
I've lost my car key – what should I do?
If you need immediate access to your vehicle, cannot locate a spare key and your contract includes breakdown or recovery with LP Assist, please call breakdown assistance.
If you have access to your vehicle using the spare keys, you'll need an authorisation letter from us to get new keys from the manufacturer.
Fair Wear & Tear guidelines - what's acceptable and unacceptable?
You'll find diagrams of what is, and what isn't, acceptable throughout this guide.
By the time you've finished the guide, you'll have an excellent idea of the minimum standard expected for returned vehicles.
The assessment of fair wear and tear is generally dependent upon the age and mileage of the vehicle under inspection. Certain breakages and damage however, are not acceptable, regardless of age and mileage, and these, amongst others, include missing items or broken glass, accident and impact damage. In all cases, we'll assess damage recharges fairly, charging on a repair, rather than replacement basis, where possible.
When our independent partners complete their inspection, they'll provide a condition report which identifies any damage on the vehicle outside the acceptance of fair wear and tear. This report will also detail the repair method and cost of repair. An appraisal report is prepared for our used vehicle buyers.
For examples of what is acceptable, or unacceptable, please click on the links below.
Fair Wear & Tear guidelines
My contract is coming to an end - will you collect my vehicle?
You'll need to arrange for collection by calling your DriverLine. If you don't know your DriverLine number, call 0344 4937644.
You'll need to provide the collection address, contact name, preferred date (not including weekends) a minimum of two telephone numbers, one to be a mobile please, the registration of the vehicle and an email address. We also require a minimum of two working days’ notice to arrange a collection.
Do I need to clean my vehicle before I return it?
Yes please, it's a requirement to clean the vehicle inside and out. The collection agent will appraise the vehicle with you and record any damage within a report, which you'll be required to sign.
Ensuring the vehicle is clean removes ambiguity, helps us to ensure the report is as accurate as possible and reduces the likelihood of disputes at a later date. With regret, we may need to cancel collection if the vehicle is too dirty for appraisal which may result in costs being recharged.
Personalised number plates
For help with personalised number plates, please email email@example.com or call your DriverLine. If you don't know your DriverLine number, call 0344 4937644.
If you wish to place a personalised number plate on a new vehicle, transfer or remove it, contact us. We'll talk you through the process and work with the DVLA on your behalf to ensure that the transfer is completed. At each step of the process, we'll keep you informed of how we're doing and when you can update your vehicle with the relevant registration number.
When changing your company car, let us know as soon as possible if you have a personalised plate that needs transferring.
I have personalised plates on my lease vehicle - how do I arrange to have them transferred to another vehicle or removed before collection?
Simply call your DriverLine number. If you don't know your DriverLine number call 0344 493 7644. You'll need to do this at least six weeks before collection and we'll complete the registration process for you. We cannot collect a vehicle with personalised plates unless you advise us in writing that you wish to relinquish your right to the plates.
How do I get the P11D information I need?
Call our DriverLine on 0344 493 7659 if you need information for your P11D.
I want to purchase my vehicle – will road tax also be included?
We cannot transfer the road tax with the sale of the vehicle. You'll need to purchase your own road tax either online or at the post office. During the purchase process, we'll give you details of how to do this.
Get in touch with us
We offer our customers a range of extra services such as maintenance and accident management packages. If you have these services, please call one of the numbers below. If you're not sure, please check your contract or contact your fleet manager.