Frequently Asked Questions
My contract is coming to an end, will you automatically come to collect my vehicle?
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.
My vehicle is due for return and I have advertising/logos on my vehicle, what should I do?
Please have these removed by a professional prior to collection. Removal should use the heat method and not a sharp implement which may damage the paintwork. We have to remove all advertising from vehicles before they can be sold so there will be a charge for this service if the vehicle is returned with the advertising/logos in place.
I have received an MOT reminder but my vehicle is due back before the MOT expires - do I still need to get this done?
You do not need to get the MOT carried out if the MOT date expires after the vehicle is returned. If the MOT expires before the collection date you must have the vehicle MOT'd to enable the collection agent to pick up the vehicle. If your contract includes maintenance please book an MOT.
Do I need to clean my vehicle before I return it?
Yes please. It is a requirement to clean the vehicle inside and out. The collection agent will appraise the vehicle with you and record any damage on a report, which you will be required to sign. Ensuring the vehicle is clean removes ambiguity, helps us to ensure this 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.
What should be returned with my vehicle?
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.
I 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.
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, 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.
I do not want to keep my personalised plate – what should I do?
Just advise us in writing that you would like to relinquish your rights to the plate. Please let us know by emailing us at: firstname.lastname@example.org
I left something of value in the vehicle when it was collected - what should I do?
Once the vehicle has been signed back to LeasePlan we are not responsible for the safe holding of any valuables left inside. However, please contact us as soon as possible if you have left any valuables and we will endeavour to recover your belongings. Please note, if we cannot recover the goods LeasePlan is not responsible for the value of the items.
Why have I been charged for damage on my vehicle when it was returned?
All vehicles undergo an inspection in accordance with our fair wear and tear guidelines. Any damage identified, not compliant with fair wear and tear is charged to you in accordance with your hire agreement.
I do not agree with the damage charges I have received - what can I do?
Please refer to your terms and conditions and the fair wear and tear guidelines. If you are still unhappy regarding the charges you have received please call your DriverLine number to discuss this. If you don't know your DriverLine number, please call 0344 4937644.