Frequently Asked Questions

Questions

Arrow downWhen will you collect my vehicle?

Although our collections teams are not at full capacity, we are now starting to collect vehicles that were due for collection during the full COVID-19 lockdown. We then hope to start processing new collection requests in the next couple of weeks. Our collection team will be in touch as soon as possible to let you know which date the inspection will take place. Due to COVID-19 we will have to adjust the way these collections take place and details of these changes will be shared with you when we book a collection date. – Updated 15 May 2020

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Arrow downWhat about my replacement vehicle delivery?

COVID-19 lockdown has had a big impact on the industry's ability to deliver new vehicles. Although the lockdown restrictions has eased, it will take some time to return to full capacity. With this in mind, new vehicle deliveries are not guaranteed, whether with us or with another company. We’ll communicate with you separately about any vehicle you have on order with us.

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Arrow downAre there any other charges when I return my vehicle?

If your vehicle is returned with mileage over the contracted mileage amount you will get an invoice which is based on the following calculation :-
Recorded collection mileage minus contracted mileage = over miles x mileage variation adjustment (ppm) as stated on your contract.

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Arrow downIf you are not collecting vehicles, what are my options?

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Arrow downI'm approaching the end of my contract, what are my options?

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Arrow downFair Wear & Tear. What's Acceptable and Unacceptable?

Unless you are considered a Key worker, we will not be collecting your vehicle until COVID-19 government advice changes. When we are able to collect vehicles again, you'll find diagrammatic representations of what is - and what isn't - acceptable throughout the fair wear and tear guide (links below). Assessing 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 will endeavour to assess damage recharges fairly, charging on a repair rather than replacement basis where possible.
When our independent partners complete their inspection they will 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

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Arrow downMy vehicle is due for return and I have advertising/logos on my vehicle, what should I do?

Although our collections teams are not at full capacity, we are now starting to collect vehicles that were due for collection during the full COVID-19 lockdown. We then hope to start processing new collection requests in the next couple of weeks. Our collection team will be in touch as soon as possible to let you know which date the inspection will take place.

When we are able to collect your vehicle again, you'll need to arrange for collection by calling your DriverLine. If you don't know your DriverLine number, please 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. Please note, we require a minimum of 2 working days’ notice to arrange a collection.

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Arrow downWhat should be returned with my vehicle?

Unless you are considered a Key worker, we will not be collecting your vehicle until COVID-19 government advice changes. When we are able to collect vehicles again, all of the items that were provided with your vehicle on delivery should be returned. This includes, but is not exclusive to: spare keys, satellite navigation discs, log book (if you have it) and fixtures and fittings (headrests, parcel shelf etc.). Any items missing when the vehicle is collected will be charged for. For more details, please read the Fair Wear and Tear section.

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Arrow downI have personalised plates on my lease vehicle. How do I arrange to have them transferred to another vehicle or removed before collection?

Although our collections teams are not at full capacity, we are now starting to collect vehicles that were due for collection during the full COVID-19 lockdown. We then hope to start processing new collection requests in the next couple of weeks. Our collection team will be in touch as soon as possible to let you know which date the inspection will take place.

When we are able to collect your vehicle again, call your DriverLine number. If you don't know your DriverLine number, please call 0344 4937644. You'll need to do this at least 6 weeks prior to collection and we will complete the registration process for you. Please note we cannot collect a vehicle with personalised plates unless you advise us in writing that you wish to relinquish your rights to the plates.

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Arrow downI do not want to keep my personalised plate – what should I do?

Althoughour collections teams are not at full capacity, we are now starting tocollect vehicles that were due for collection during the full COVID-19lockdown. We then hope to start processing new collection requests in thenext couple of weeks. Our collection team will be in touch as soon aspossible to let you know which date the inspection will take place.

When we are able to collect your vehicle again, advise us in writing thatyou would like to relinquish your rights to the plate. Please let us know byemailing us at: vehicleadministration@leaseplan.co.uk

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Arrow downI want to cancel my vehicle collection, how much notice do I need to give?

We need 24 hours' notice to cancel a collection. A cancellation fee may be charged if the notice period is less than 24 hours.

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    COVID-19 - Our response

    We want to do everything we can to look after our colleagues and your interests, so we have put in place our Business Continuity Plan in response to the coronavirus and have coordinated for our teams to work from home.

    Click here to find out more about what we are doing to keep your business moving.

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Due to the COVID-19 advice from the government, our offices are currently closed to visitors