Frequently asked questions

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Questions

Arrow downCan I still get my car or van serviced?

For the moment, garages are still providing essential maintenance and repair. To help us keep as many drivers as possible safe on the roads, please only request critical repairs.

If your vehicle needs to go to the garage, or if you’re not sure what counts as critical, please contact our Driver Line on 0344 4937 659

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Arrow downCan I get a copy of my MOT certificate?

Yes. Please contact the DriverLine on 0345 250 0000 and select the MOT option to obtain a copy. Please note that this option is only available during regular business hours from 9am to 5pm.

If you need an original copy, please contact the DriverLine on 0345 250 0000 weekdays between 9am and 5pm and select the MOT option.

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Arrow downI haven't been able to get my vehicle serviced during the lockdown. Will this affect my warranty?

"While the precise details vary from company to company, most manufacturers are adding extra miles and months to their service schedules, so you have the opportunity to get your car serviced when lockdown is over and still keep your warranty.

Others are saying that when there is a warranty claim on a vehicle that has been serviced late, they will deal with it on a case-by-case basis, but will aim to make favourable decisions.

That said, if you are in this position, please remember that the service mustn’t be missed entirely and you will need to get it done quickly once it becomes possible. It’s also a good idea to keep the levels in the vehicle topped up during this time.

Some manufacturers have advised they are extending service intervals as long as drivers continue basic maintenance activities on their vehicles, such as oil top ups, checking tyre tread and watching out for warning lights. You could be prosecuted if you drive an unsafe vehicle not considered to be in roadworthy condition. We have some useful information on keeping your vehicle roadworthy online. "

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Arrow downDo I have maintenance in my contract?

This will be in your original contract or your fleet manager will know. If you’re still not sure, please call us on 0345 250 0000.

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Arrow downDo I need to service the vehicle before returning it back at the end of the contract?

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 may need to have your vehicle serviced before returning, depending on when the service is due. If the service is due before the vehicle is returned, then the vehicle would need to be serviced and confirmation provided when handing the vehicle back.

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Arrow downHow do I know when my vehicle needs an MOT?

The Government have confirmed MOTs due after 30 March 2020 will be exempt for six months (until further notice). However, you must ensure you keep your vehicle in a roadworthy condition as drivers can be prosecuted if they drive an unsafe vehicle. More guidance from the government here. We will send you or your Fleet Manager reminders as your MOT due date approaches with instructions. To check that your MOT status has been updated, please check: https://www.gov.uk/check-mot-status

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Arrow downHow far in advance should I book the service for?

We will only service a vehicle when it is due a service. If you have a maintained contract you must use our Service Booking line – 0345 250 0000 – to book work (or you can select the service booking option on your DriverLine). It’s vital that we control the service slots, so we can prioritise key workers and those most in need, while making sure your job is handled promptly. Booking in directly with the garage will hamper our efforts to allocate the slots fairly, so we may reallocate bookings if they are not made through our Service Booking lineSome garages are restricting some services such as collection and delivery – and we are urging customers to clean their vehicles before handover. 'While you wait' servicing, MOT and tyre booking has been suspended.

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Arrow downI’m asthmatic, will you use aerosols to clean vehicles?

As we use a number of suppliers the cleaning methods will vary. If you have allergies or any intolerances please make sure you let the Service Booking Line know and the garage or fitter before your appointment.

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Arrow downI am well under the mileage for the annual service, do I still need to book a service?

Regardless of the mileage you do, most manufacturers still recommend regular servicing based on the age of the vehicle.

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Arrow downI can’t get my car serviced. Will this affect my warranty?

While the precise details vary from company to company, most manufacturers are adding extra miles and months to their service schedules, so you have the opportunity to get your car serviced when lockdown is over and still keep your warranty.

Others are saying that when there is a warranty claim on a vehicle that has been serviced late, they will deal with it on a case-by-case basis, but will aim to make favourable decisions.

That said, if you are in this position, please remember that the service mustn’t be missed entirely and you will need to get it done quickly once it becomes possible. It’s also a good idea to keep the levels in the vehicle topped up during this time.

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Arrow downI've put the wrong fuel in my vehicle (petrol / diesel). What should I do?

Do not start the engine!

If you put the wrong fuel in your vehicle and you have breakdown cover in your contract call LP Assist on 0345 250 0000 and select the breakdown option. Otherwise call your own breakdown service provider to arrange recovery.

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Arrow downMy vehicle was serviced before 29 May, was it sanitised?

All suppliers are taking measures for your safety and the safety of their employees. Due to the diverse nature of our supply chain those measures could vary from supplier to supplier however all our suppliers have assured us they follow government guidelines for both operating vehicles and their facilities during COVID19.

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Arrow downShould the garage have given me the MOT certificate?

If your contract includes maintenance the garage will forward the MOT certificate to LeasePlan. If the garage gave you the certificate, we're the registered keeper, so please could you send it to Fleet Administration, LeasePlan UK Ltd, 165 Bath Road, Slough, Berkshire, SL1 4AA

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Arrow downThere is a warning light displayed on the dashboard. What do I do?

Please check the drivers’ manual to understand whether your vehicle is safe to drive. If it is, please book an appointment with a garage as soon possible. If you have maintenance in your contract a please call the DriverLine on 0345 250 0000. If you do not have maintenance in your contract, please book an appointment with a garage of your choice as soon as possible.

If the handbook suggests your vehicle isn't safe to drive and your vehicle requires immediate attention you'll need to get your vehicle recovered. If you have breakdown and recovery in your contract please call the DriverLine on 0345 250 0000 and select the Breakdown and Recovery option. If you do not, please contact your breakdown provider.

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Arrow downI know I have to keep my vehicle ‘roadworthy’ during this time, but what does this mean?

First of all, we’d just like to repeat why this is important. If your vehicle isn’t ‘roadworthy’ (or safe to drive, in other words), you could face three penalty points, a fine of up to £2,500 or, in the most extreme cases, a driving ban. Also, it may invalidate your insurance if you have an accident and the reason for the accident is due to the vehicle not being roadworthy.

For the full details, you can read the Government’s guidance about how to check your vehicle is safe to drive or review the Highway Code to see what the rules say.

In short, you need to make sure your windscreen, windows, mirrors, reflectors and number plates are clean and you have working lights and brakes before you start any journey.

In addition, you must have fluid in your windscreen washer bottle and your tyres need to be correctly inflated, with enough tread depth and without cuts or other defects.

You should also carry out regular checks, with your vehicle’s handbook explaining what to look at and when. This includes your oil, radiator level, brake fluid and battery.

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Arrow downWhere can I get my vehicle serviced?

Please contact the DriverLine on 0344 493 5811 if you have a maintenance contract.

If you don’t have maintenance, you can take your vehicle to any main dealer or independent garage to be serviced as long as:

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Arrow downWill the main contact areas on my vehicle be cleaned before it is returned back to me after an accident or repair?

Yes, just like with our garages, repair centres are now working to avoid the risk of infection for both customers and their teams by cleaning a vehicle’s main contact areas it comes back to you.

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Arrow downWill the main contact areas on my vehicle be cleaned after it’s been serviced?

Garages are reducing the risk of infection for customers and their teams by following government guidance on cleaning a vehicle’s main contact areas before and after a service or repair, as well as regularly cleaning waiting areas. This important work takes time, which unfortunately means many garages will charge up to £20 per service for this unexpected operational cost. Booking your service through our Service Booking Line means you will not have to pay these cleaning charges. However, bookings arranged directly with garages and not with our Service Booking Line won’t benefit from this offer, and any garage cleaning fee will be charged back to you.

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Arrow downWill the main contact areas on my vehicle be cleaned after my tyres have been changed?

Yes, just like with our garages, tyre fitters are now working to avoid the risk of infection for both customers and their teams by cleaning a vehicle’s main contact areas before and after a fitting, as well as regularly cleaning waiting areas. This important work takes time, which unfortunately means many tyre fitters will charge up to £20 per service for this unexpected operational cost. Booking your tyre change through our Service Booking Line means you will not have to pay these cleaning charges. However, bookings arranged directly with tyre fitters and not with our Service Booking Line won’t benefit from this offer, and any cleaning fee will be charged back to you.

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Arrow downWill the main contact areas on my vehicle be cleaned after my windscreen has been changed or fixed?

Yes, just like with our garages, windscreen teams are now working to avoid the risk of infection for both customers and their teams by cleaning a vehicle’s main contact areas before and after a fitting, as well as regularly cleaning waiting areas. This important work takes time, which unfortunately means many will charge up to £20 per service for this unexpected operational cost. Booking your windscreen appointment through our Service Booking Line means you will not have to pay these cleaning charges. However, bookings arranged directly with tyre fitters and not with our Service Booking Line won’t benefit from this offer, and any cleaning fee will be charged back to you.

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Arrow downCan I get my car or van serviced before it’s due?

We will only service a vehicle when it is required. If it does not need immediate servicing, it will not be booked in.

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Arrow downCan I get my vehicle MOT tested?

The Government have confirmed MOTs due after 30 March 2020 will be exempt for six months (until further notice).

However you must ensure you keep your vehicle in a roadworthy condition as drivers can be prosecuted if they drive an unsafe vehicle.

This is the latest information on MOTs from government.

After 30th March 2020: https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020

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Arrow downCan safety recalls be carried out?

We have contacted all manufacturers to ask about their current position on this topic. Some garages may be able to handle safety recalls, as long as they are carried out on their premises and vehicles are left with them. There will be no waiting appointments or loan vehicles.

If you have a with-maintenance agreement with LeasePlan please contact the DriverLine and we will look to place within the available servicing network. Priority will be given for key workers and emergency services.If you have a driver-maintained agreement you will need to contact the garage directly to arrange for the work.

When safety critical recall work is not possible, the vehicle must not be driven. Please do contact us if you need to discuss a specific case.

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Arrow downI can’t get my vehicle serviced during the lockdown. Will this affect my warranty?

We hope that this won’t affect warranties, as we know it’s not your fault that you can’t arrange a service, but we are still waiting for details from dealers and manufacturers.

Some manufacturers have advised they are extending service intervals and we are obtaining details from all manufacturers so we give you an accurate picture over the coming weeks.

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Arrow downI drive a diesel and I am only doing short journeys now. Will this affect my particulate filter?

The short answer is that it could, particularly if the lockdown lasts for longer than currently planned.Your particulate filter must regenerate itself every 300 miles or so, which is generally done by driving for ten to 20 minutes at 40mph or faster. This heats up the exhaust and burns off the soot in the filter.

Failing that, some cars have an ‘active regeneration’ process that adds fuel to the exhaust to raise the temperature and allow the filter to be cleaned at lower speeds. However, the revs still have to stay above 2,000 for around ten minutes, which may be difficult to achieve right now.

If neither of these options is open to you is to use your vehicle as little as possible.

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Arrow downDo I have to get chips on my windscreen repaired?

Yes, chipped windscreens must be repaired as soon as possible. If they are neglected, chipped windscreens will eventually crack, resulting in an MOT failure and the need for a windscreen replacement.

If your lease includes glass repair, please call 01663 308824 at any time to make an appointment.

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Arrow downCan I have a courtesy vehicle?

Due to COVID-19, our suppliers are not offering this service until government advice changes. When they are able to offer this service again, we can provide a courtesy vehicle (subject to availability) whilst your vehicle is in for service or repair if it’s included in your contract. We can't promise a like for like vehicle. If you’re an employee, we would advise you to speak with the fleet contact of your employer to find out if it is included in your contract. If courtesy vehicles are not included in your contract, you could ask if the garage offers a collection a delivery service.

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Arrow downWhere do I take my vehicle for a service?

You are required to take your vehicle through to a LeasePlan approved garage.

To book you vehicle in for a service please call 0344 493 7659.

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Arrow downHow long will it take to service my vehicle?

The vast majority of vehiclesfor standard servicing are returned the same day, but if we find work that ismore complex it may mean that your vehicle is off the road for more than theone day. If this is the case, we will let you know as soon as possible duringthe day and then we will manage the efficient return of your vehicle as soon aspossible.

A courtesy vehicle may be available but we can’t promise a like for like vehicle. We can provide you with a hire vehicle (at your cost) if you need one, but this may be at extra cost, depending on your contract.

If you do get a replacement vehicle, please take the necessary steps to protect yourself from COVID-19 and check that the surfaces have been wiped down.

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Arrow downWhat do I need to do on the day of my vehicle service?

If you have a maintenance contract you will have made a booking through the DriverLine. We will send you a reminder the day before just in case your circumstances have changed. If you are unable to make the appointment, please call the DriverLine on 0344 493 7659 as soon as possible so we can make alternative arrangements.

If you are delivering the vehicle to the garage yourself, you should try and ensure it's delivered by 9am so the garage can start working on it as soon as possible.

If the vehicle is being collected by the garage they will collect it between 8.30am and 10am from the agreed location. If this is a work location, feel free just to leave your keys with your reception if it's easier for you.

All work carried out will need to be authorised by LeasePlan to ensure it is required and done to the right standards and this will be done in a timely manner so that the work is done to your vehicle as soon as possible.

Watch our video on YouTube: What to expect: Booking a service, MOT or repair through LeasePlan's DriverLine

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Arrow downWhat happens if my vehicle fails its MOT because of the tyres?

Tyres are one of the main reasons vehicles fail an MOT so it's worth checking the condition of your tyres before your MOT takes place. If your tyres need replacing please contact our Driver Line on 0344 493 7659. We will often use LP tyre centres for MOT tests to ensure that if the vehicle does need tyres we can fit them during the same visit to save you needing to visit the garage twice.

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Arrow downWhat if my service or vehicle repair takes more than a day?

If there is more complex work that needs to be carried out and the vehicle cannot be returned in one day, we will let you know what the delays are caused by and when you can expect your vehicle to be returned. We will keep you updated as your vehicle repair progresses. Our aim is to get you and your vehicle reunited as soon as we can.

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Arrow downWhat time do I need to take my vehicle to the garage?

If you are delivering the vehicle to the garage yourself, you should try and ensure it's delivered by 9am at the latest so the garage can start working on it as soon as possible.

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Arrow downWhat time will my vehicle be collected?

If the vehicle is being collected by the garage they will collect it between 8.30am and 10am from the agreed location. If this is a work location, feel free just to leave your keys with your reception if it’s easier for you. For more information on what to expect on the day of your booking click here.

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Arrow downWhen will I get my vehicle back?

If there is nothing more complex found when carrying out your service, then the vehicle should be ready for collection between 4pm & 5pm or delivered back to you between 4pm & 5.30pm, unless otherwise agreed. We cannot guarantee a specific time.

If it is not possible to return the vehicle, or if we are going to be late, we will let you know as soon as we can, to enable you to make appropriate arrangements.

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Arrow downWill I be sent an MOT reminder?

The Government have confirmed MOTs due after 30 March 2020 will be exempt for six months (until further notice). However you must ensure you keep your vehicle in a roadworthy condition as drivers can be prosecuted if they drive an unsafe vehicle. We have some useful information on what you can do to keep your vehicle roadworthy here (read the latest information on MOTs from the government). LeasePlan will send you or your Fleet Manager reminders when appropriate resources are available.

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Arrow downWhat is a Diesel Particulate Filter (DPF)?

If you drive a diesel car, please be aware that you need to take care of your Diesel Particulate Filters (DPFs). Your particulate filter must regenerate itself every 300 miles or so, which is generally done by driving for ten to 20 minutes at 40mph or faster. This heats up the exhaust and burns off the soot in the filter.
Failing that, some cars have an ‘active regeneration’ process that adds fuel to the exhaust to raise the temperature and allow the filter to be cleaned at lower speeds. However, the revs still have to stay above 2,000 for around ten minutes, which may be difficult to achieve right now.If neither of these options is open to you is to use your vehicle as little as possible.

If your DPF is becoming blocked a warning light will come up on your dashboard. DO NOT IGNORE THIS! If you ignore a DPF warning light, your vehicle could completely shut down and cause major engine damage.The DPF will need to be removed and cleaned or replaced and you’ll have to pay for this work.

It will usually look like one of these symbols:
DPF warning

If this light comes on then taking corrective action to clear the DPF is fairly simple, all you usually need to do is take the vehicle for a drive of 10-20 minutes at speed in excess of 40mph in a location that is safe to do so, such as a dual carriageway. This will usually be enough and the light will turn off as the DPF has regenerated itself. This is what they are designed to do. It’s as easy as that.

If you ignore the warning light then your vehicle will either go into ‘limp’ mode or stop altogether. This will then mean that you will not be able to drive the vehicle and the DPF will need to be removed and cleaned or replaced and you may be liable for the cost of this work.

DPF’s do a great job in reducing emissions and usually will be problem free providing you take your vehicle for a long drive every now and again, and you don’t ignore the warning lights.

If you are unsure about DPF’s please contact your LeasePlan Customer Service advisor who will be able to help you.

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Arrow downWhat do I do if my Diesel Particulate Filter (DPF) is blocked?

If your DPF is becoming blocked a warning light will come up on your dashboard. DO NOT IGNORE THIS!

It will usually look like one of these symbols:

DPF warning

If this light comes on then taking corrective action to clear the DPF is fairly simple, all you usually need to do is take the vehicle for a drive of 10-20 minutes at speed in excess of 40mph in a location that is safe to do so, such as a dual carriageway. This will usually be enough and the light will turn off as the DPF has regenerated itself. This is what they are designed to do. It’s as easy as that.

If you ignore the warning light then your vehicle will either go into ‘limp’ mode or stop altogether. This will then mean that you will not be able to drive the vehicle and the DPF will need to be removed and cleaned or replaced and you may be liable for the cost of this work.

DPF’s do a great job in reducing emissions and usually will be problem free providing you take your vehicle for a long drive every now and again, and you don’t ignore the warning lights.

If you are unsure about DPF’s please contact your LeasePlan Customer Service advisor who will be able to help you.

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Arrow downWhat is AdBlue?

Adding ‘Ad Blue’ to your vehicle is the driver’s responsibility. It won’t be covered as part of your LeasePlan service maintenance. To minimise nitrogen oxide emissions, regulations (Euro 6) were introduced in 2016 that mean Diesel Exhaust Fluid (Ad Blue) is now added to vehicles. Typical consumption seems to be around a litre of Ad Blue for every 600 miles, but this will vary between vehicles and driving style. Based on an average tank size of 10 litres, this should last around 6,000 miles.

You will know when your AD Blue level starts to run low when you get a dashboard warning, your car’s handbook will tell you how to refill. If you run out of Ad Blue, 5 litres should be enough to get it up and running.

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