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Frequently asked questions
Driver
General questions
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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.
Please contact your fleet team on your dedicated DriverLine or reach out to your LeasePlan account manager.
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.
You may be able to do this. To find out if this is possible, please call our DriverLine on 0345 250 0000.
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. Please be aware that there may be a charge for this.
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
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.
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.
For help with personalised number plates, please email vehicleadministration@leaseplan.co.uk 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.
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.
Call our DriverLine on 0344 493 7659 if you need information for your P11D.
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.
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