Frequently asked questions
How can we help you?
Making a complaint
Please contact us on 0345 250 0000 or complete the online form here so we can discuss how we can support you. Please include either your vehicle registration number or account reference number. You can find guidance on how to find your account reference number here.
We understand that there are many reasons why a customer may find themselves falling behind on their payments. The rising cost of living is causing concern for many people and our teams are here to help and support you.
We’ll discuss your specific circumstances and advise of the options available to you. Some of the options we can consider include:
- •A payment plan to help spread the cost
- •Ending your agreement early
- •Making reduced payments for a temporary period
- •Making no payments for a temporary period
These options will be considered on a case-by-case basis, considering your specific circumstances and the type of agreement you have. This means that not all the options listed above may be available to you.
We’ll need to understand your situation fully to allow us to support you in the right way, so when you contact us, please have all the relevant information to hand.
We may also ask you to provide us with supporting documentation. If this is required, we’ll let you know and advise you of the best way to send it to us. Once we have reviewed your individual circumstances, we’ll advise of the specific options available to you.
You can find specific information about the options available for ending different Ayvens contract types early here.
Please note that any payment arrangements or missed payments may be reflected on your credit file.
If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations in ‘I’m concerned about my debt circumstances, how can I access independent debt advice?’..
If you’ve missed a payment but are able to pay the amount required to bring your account up-to-date, you can find guidance on making a payment here.
Please contact our Driver Care team on 0345 250 0000 and they’ll be able to assist you. Alternatively, you can complete our online contact form.
If you’d prefer to contact us by post, please use the below address. Please include either your vehicle registration number or account reference number in your correspondence to us. You can find guidance on how to find your account reference number here.
Customer Quality Department
Ayvens
Oakwood Drive
Emersons Green
Bristol
BS16 7LB
If we’re the registered keeper of your vehicle, we’ll need to issue you with a Letter of Authority for the police/garage compound to let you collect the vehicle. Please contact us if you need us to provide a Letter of Authority.
You can find out who’s the registered keeper of your vehicle here.
Occasionally, collection agents may miss damage to a vehicle due to environmental impact such as poor light and/or weather conditions. You may be liable for any damage not recorded at point of collection when it’s clear that the damage isn’t new and has been missed at the initial inspection.
If damage on the vehicle prevents a standard collection and/or reduces the resale value of the vehicle, further costs such as the arrangement of a low loader transport vehicle and/or loss suffered by us could be incurred by you. You can find more details about vehicle appraisal charges here.
Lease Purchase is a flexible non-maintained agreement suitable for VAT registered companies and businesses. Your business will pay an initial deposit and then a series of monthly payments until the end of the contract.
You have the option (subject to the terms of the agreement) to buy the vehicle. You may also have the option to return the vehicle to us.
Lease Purchase is suitable for sole traders, small partnerships (three partners or less), private limited companies, large partnerships (four partners or more), limited liability partnerships, public limited companies, charities (with some rare exceptions) and local authorities.
If you’ve already discussed this with us and have an agreed plan in place to pay off the outstanding payments, then you don’t need to take any further action at the end of your agreement.
If you’re unable to make these payments before the contract ends due to financial difficulties or you’ve not yet discussed your circumstances with us, please contact our Credit Control team, who will help advise you of your options. You can contact them on 0345 250 0000 (Monday to Friday 8:30am - 5pm) or by completing our online form. Please include your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
If you have payments outstanding but are able to pay the amount required to bring your account up-to-date, you can find guidance on making a payment here.
If your vehicle has been seized under Section 165, you’ll be required to present your documents at a police station before your vehicle will be released. The documents that you will need will be detailed on the seizure notice issued by the police.
You’ll also need to send a copy of the insurance certificate to us at customerrelations@ayvens.com so that we can check the details are correct according to the terms of your contract. The policy must be for fully comprehensive cover. The policy must be in the name and address of whoever holds the contract with us, whether that be an individual, sole tradership, partnership or a company.
If your vehicle isn’t covered by your manufacturer’s assistance programme, or you are unsure, please call Driver Assistance on 0345 250 0000.
If you’re travelling in Europe, you may be covered by our AA Fleet Europe breakdown assistance, you can find further information here.
You can check your contract to see if it’s covered by the CCA. You can request a copy of your contract here.
If your vehicle has been impounded following an RTC, you’ll need to make arrangements with your insurer for them to collect the vehicle. Your insurer will organise an assessment to establish if any repairs are required or if the vehicle is a write off. You can find out more about what to do if your vehicle is written off here.
A fee may also be charged if the vehicle is in an unroadworthy condition, for example illegal tyres, invalid MOT, warning lights on the dashboard or less than 100% charge remaining on the battery.
Additional fees may be charged if a low-loader is required to uplift your vehicle.
If it is, we’ll only charge you if there’s any annual increase in your vehicle’s VED rate.
If VED isn’t included in your rentals, you’ll receive a yearly invoice from us to cover the full rate.
You contract advises if VED is included in your rentals. You can request a copy of your contract here.
If your insurance company has completed the total loss/write off process with us and paid us the settlement amount at the point the vehicle is recovered, they’ll legally own the vehicle and can arrange collection.
If the total loss/write off process for your vehicle has not been completed before your vehicle is recovered, your insurance company will normally arrange for the locks to be changed, do a safety check and settle any fees. Once this has been completed your vehicle should be returned to you.
You can find out more about what to do if your vehicle is written off here.
We understand that the rising cost of living is causing concern for many people and appreciate that talking about your financial concerns can be daunting, but we’re here to help and support you.
Please be reassured that talking to us and making enquiries about debt solutions won’t affect your credit file. If we do agree an arrangement with you, it will be reflected on your credit file, however this would also be the case with any missed payments.
We’ll discuss your specific circumstances and advise you of the available options.
We’ll need to understand your situation fully to allow us to support you in the right way, so, when you contact us, please have all the relevant information to hand. This may include details of your regular income and expenditure, as well as whether you expect your current situation to have an impact in the long term or short term. We may also ask you to provide us with supporting documentation. If this is required, we’ll let you know and advise you of the best way to send it to us.
You can find information to support you if you’ve already missed a payment in ‘What should I do if I’ve missed a payment?’
If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations in ‘I’m concerned about my debt circumstances, how can I access independent debt advice?’.
There are three available options:
- •Become the owner of the vehicle.
- •Hand the vehicle back to us - this option is only available if your contract is regulated by the CCA, you can find more details on this in ‘Is my Lease Purchase agreement covered by the Consumer Credit Act?’
- •Part-exchange the vehicle for another vehicle.
We’ll then transfer ownership of the vehicle and arrange for the log book (V5c) to be put into your business’s name.
The value of your business’s Option to Purchase fee and Final Instalment can be found in your business’s agreement. You can request a copy of your contract here.
Balloon payments are calculated at the beginning of your agreement and take into account a number of factors, including your contracted mileage and term, as well as the estimated vehicle depreciation (fall in value).
They may need to arrange for you to sign an updated copy of the contract. In some circumstances your application may need to go back through the underwriting process, and this could result in a different decision being reached. You can find information about our underwriting process here.
If you submitted your application online or directly with us, please contact us on 0345 245 0000 or complete the online form here.
If you placed your application with a dealer or broker, you’ll need to contact them directly. If you’re not sure of their contact details, please contact us on 0345 245 0000 or complete the online form here. Please have your quote reference number to hand when you call or include it on the form, we’ll then be able to find your order details and get you in touch with your dealer or broker.
Higher voltage charging points take less time to fully charge the vehicle. They cost more to install, but because they provide quicker charging, they save time.
BEV braking systems are more efficient, due to regenerative braking, which converts the energy lost when the vehicle slows down back into energy stored in the battery. If used correctly, you should experience less wear and tear on your brakes.
While BEVs still require services, the intervals will vary depending on the vehicle manufacturer’s recommendations. Most BEVs require a service every one to two years.
The process for servicing a BEV is different to a standard petrol/diesel vehicle, as oil and filter changes aren’t required. Due to this, BEV services are generally considered to cost less than servicing a standard petrol or diesel vehicle.
For police enquiries, please email us at uk-policeenquiries@ayvens.com.
To help us assist you, please include the below information in your email:
- •Registration number of vehicle (if available)
- •Full name of officer
- •Badge/shoulder number
- •Police force area/police force dealing with the enquiry
- •Best contact email
- •Best contact telephone number
- •Schedule 2 DPA 2018 Exemption Form (if required)
You’ll receive an automated response to your email advising action within one working day. If your enquiry is urgent, please call the mobile number detailed on the automated response.
Unless specified otherwise, breakdown assistance isn’t provided as standard within your agreement.
You can check your manufacturer’s handbook to see if cover is provided as standard by the manufacturer and call the emergency number quoted. If your vehicle is not covered by a manufacturer assistance programme, it’s your responsibility to ensure your vehicle is recovered and repaired promptly by an authorised dealer.
If you’re travelling in Europe, you may be covered by our AA Fleet Europe breakdown assistance. You can find further information about European breakdown cover here.
If you’re travelling in Europe, you may be covered by our AA Fleet Europe breakdown assistance, you can find further information about European breakdown cover here.
You can find out more about what you should do if your vehicle breaks down in ‘My agreement doesn’t include a maintenance package, what should I do if it breaks down?’.
You’ll need to involve both us and your insurance company as soon as possible.
When talking to your insurance company, we’ll need you to tell them that you authorise Ayvens to speak to and deal with them in relation to your policy.
To make us aware that your vehicle has been written off/declared a total loss, please email us at Totalloss@ayvens.co.uk or call us on 0345 245 0000. You’ll need to include the below information in your email, or have it to hand when you call:
- •Your vehicle’s registration number or your account reference number. You can find guidance on how to find your account reference number here.
- •The insurance company settling the claim
- •Insurance company case reference
- •Insurance company email address
- •Your vehicle’s current mileage (if you can access this)
- •Date of the incident/accident
Accident Management cover is only offered to corporate customers.
Some manufacturers provide their own accident assistance. If you have accident assistance provided by your vehicle’s manufacturer, please contact them directly.
We won’t be able to provide details of any other non-contractual options (subject to availability), until the contract reaches the last 6 months of the agreement.
We use the BVRLA guidelines when assessing any damage identified on your vehicle.
Fair wear and tear is not to be confused with damage which occurs as a result of specific events like harsh driving, accident damage, incorrectly stowed items and/or driver negligence. If such damage is present when the vehicle is collected and inspected, costs will be recharged to you accordingly. You can find further information, including indicative repair costs here.
It’s important that the insurance you have in place for the vehicle remains in place until the vehicle has been returned to us.
Once arranged, we’ll provide you with a booking confirmation and guidelines to support you with preparing your vehicle for collection.
When preparing your vehicle for collection there are a range of things you can do:
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Your vehicle should be clean so you can easily spot damage.
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Walk around the vehicle checking for dents and scratches.
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Crouch down at the front and rear so you can see along the bodylines of the vehicle to check for dents and scratches.
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Check all windows, lights, lenses and mirrors for cracks and holes.
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Check all vehicle controls, lights and horn are working fully.
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Ensure your vehicle is mechanically roadworthy. Any technical issues or manufacturer recalls should be addressed ahead of collection.
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Remove all personal data from the vehicle's navigation/control systems.
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Remove all personal belongings from the vehicle.
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Gather service receipts, vehicle documentation and keys (please ensure that all information containing personal data such as addresses is erased from all documents).
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Where applicable ensure your vehicle’s locking wheel nut key, sat nav SD card/disc, charging cables, parcel shelf/load cover, all head restsand tyre inflation kit are all present and complete.
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Interior trims must be clean and odourless with no burns, scratches, tears, dents or staining.
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Where applicable, please can you remove all subscriptions to apps linked to your vehicle. We cannot be held responsible for any charges or data breaches resulting from a failure to remove data or subscription options.
We use the information from a credit check to decide whether we can offer credit based on your financial circumstances.
You can find information about the credit reference agency, we use, Experian, here.
Excess mileage and end of contract damage charges are separate liabilities which may not be included in your Early Termination quote. When you request your Early Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.
We can only provide quotes for the current month, and all quotes are based on your vehicle being returned to us in the same month the quote was created.
If you would like an Early Termination quote, please either complete the online form here, or call us on 0345 250 0000. Please include your vehicle’s current mileage and your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
If you’d like to extend your contract term, you won’t be able to do so until six months after your contract has started and no later than the second to last month of your contract. Your reschedule request must result in there being at least six months remaining on your contract. We won’t be able to increase your term beyond 84 months (seven years) in total.
You can request a reschedule to increase or decrease your BCH lease term and amend your mileage allowance. You can find out more about amending your mileage allowance here [link to Vehicle Mileage].
If we accept your request, we’ll provide you with a quote, including a modifying agreement. This will show the resulting change to your rental payments for you to review before going ahead. If you wish to accept the extension, you must sign and return the modifying agreement within the same calendar month as the quote was issued in.
For further information and to request a quote, either complete our online form or call us on 0345 250 0000. Please include the below information in your email, or have it to hand when you call:
- •
- •Your current lease term
- •The new lease term that you require a reschedule quote for
- •The anticipated total mileage at the end of your extension
If you’re the registered keeper of your vehicle, all fines will be issued directly to you. You can find out who’s the registered keeper of your vehicle here.
This can also lead to a parking fine, as the driver has not actually paid for parking. You can find information on how to contest a fine here.
Your mileage limit helps us determine the value of your vehicle at the end of your contract and is reflected in your monthly payments.
If your vehicle is registered to us, please notify us 28 days prior to your trip so we can send you all the required documentation, these will be valid for 12 months from their date of issue.
The required documents include a Vehicle on Hire Certificate and a Letter of Authority.
To request the required documentation please call Driver Assistance on 0344 472 1065 between 9am and 5pm, Monday to Friday or email our overseas travel team at ald-automotive@drive-abroad.co.uk. Please include the following details:
Vehicle Description
- •Vehicle Registration Number
- •Make
- •Model
Name and Address
- •Your name
- •Your full address including postcode
Drivers
- •Driver 1 name
- •Driver 2 name (if required)
Date of Travel
- •The date you are due to travel
A copy of the V5C document may be required for:
- •Parking permits
- •Registering for crossings and toll bridges
- •Registering for the TFL Congestion Zone
- •New number plates
- •Replacement keys
Vehicle Excise Duty (VED) is included in your monthly vehicle payments if you have one of the contract types listed below:
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VED may be included in your monthly payments if you have one of the below contract types:
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The VED rate included in your monthly payments is based on the rate set when your vehicle was initially quoted. If the Government increases the VED rate during the subsequent years of your agreement, we’ll pass the difference on to you when we renew the VED.
If you have one of the above agreements, and would like to find out if VED is included in your monthly payments, please contact us at customerrelations@ayvens.com or call us on 0345 245 0000. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
You’ll need to make sure that anyone who drives your vehicle is insured in accordance with the terms of your vehicle’s insurance policy and meets any conditions set out in your agreement with us.
Our agreement conditions require that all drivers must be covered by a fully comprehensive insurance policy.
This depends on if you have a maintenance package included in your agreement. You can find out more below:
Without maintenance included on your agreement - It’s your responsibility to ensure all servicing and maintenance work is carried out by an authorised dealer.
It’s up to you to keep your MOT certificate up to date. You must also ensure that the service book/electronic servicing record is updated by the service agent. Please be aware that it’s an offence to drive your vehicle without a valid MOT.
With maintenance included - It's your responsibility to ensure that your vehicle is properly serviced and maintained, however we’ll assist booking your vehicle in for routine servicing work.
You can contact your fleet manager, call us on 0345 250 0000, or use the online booking portal.
Where available, we’ll organise a collection/delivery service or courtesy vehicle. Please Note: you may be charged for these additional services.
It’s up to you to keep your MOT certificate up to date. You must also ensure that the service book/electronic servicing record is updated by the servicing agent. Please be aware that it’s an offence to drive your vehicle without a valid MOT.
If you’re not sure what the warning light signals or if the warning does not clear after you have followed the instructions in the handbook, your breakdown provider should be able to check and advise if your vehicle is safe to drive. They may also advise you to book your vehicle in with your dealership so they can investigate and rectify the issue. You can find further information about breakdown cover here.
Yes, you can choose one of the below collection dates:
- •For private individual agreements, choose either the 14th, 21st or 28th of the month.
- •For company or sole trader agreements, choose between the 18th, 24th or 26th of the month.
Depending on when in the month you request a change to your Direct Debit date, it could result in the current month’s Direct Debit still being taken on the previous date. You’ll be advised of this when the change is made.
To change your Direct Debit collection date, please contact us by either calling us on 0345 250 0000 or by completing our online form. Please have your vehicle registration number or account reference number to hand if calling us or include these details in your email. You can find guidance on how to find your account reference number here.
BCH is a leasing agreement where you pay a monthly rental amount for the hire of the vehicle. Unlike a credit agreement, there’s no contractual right to purchase the vehicle.
There are two types of Business Contract Hire agreement:
Regulated Business Contract Hire (BCH) is available for:
- •Sole traders
- •Small partnerships (3 or less partners)
Non-Regulated Business Contact Hire (BCH) is available for:
- •Private limited companies
- •Large partnerships (more than 3 partners)
- •Limited liability partnerships
- •Public limited companies
- •Charities
- •Local authorities
A BCH agreement may be suitable for VAT-registered businesses where the VAT that the rentals attract can be claimed back from His Majesty's Revenue and Customs (HMRC).
Finance Lease agreements are available either with or without a balloon payment.
We’ll be the legal owner of the vehicle, but there’s an option for you to sell your vehicle on our behalf to a dealership or a third-party company registered on Companies House. You can find out more about this in ‘What do I need to do if I want to sell my Finance Lease vehicle?’.
We recommend contacting us or your broker at least five working days before the end of your business’s agreement to arrange a suitable time for the vehicle to be collected.
Once your end of contract date has passed, this option may not be available.
If you decide to return your vehicle, your business will be liable for damage and excess mileage charges in line with the terms of your business’s agreement. You can request a copy of your business’s contract here.
You can find guidance on booking your collection here.
It’s important that you don’t start your vehicle’s engine if you realise you have used the wrong fuel. Starting the engine can cause damage and result in expensive repairs.
If you start your vehicle before you realise that you’ve filled up with the wrong fuel, pull over and stop somewhere safe as soon as possible, turn the engine off and remove the keys from the ignition.
Call your breakdown provider
You should call your breakdown provider, and they should be able to drain the wrong fuel and replace it with the correct type of fuel.
If we hold the V5C for your vehicle, you can request for us to send you an electronic copy by either completing online form here or calling us on 0345 245 0000.
Please have the below information to hand when you call:
- •Your vehicle’s registration number
- •The reason you need a copy of the V5C
If you pay by Direct Debit, you’ll also be able to find your account reference number on your bank statement. It can be found next to your Direct Debit and will start with the letter S, followed by your account reference number.
- •Driver manual - Read the driver manual (this may be digital) and take time to understand it and see how your BEV works.
- •Home charging - You can use a 3 Pin Plug to charge your electric vehicle, but it’s recommended you use a Type 2 charge point with a 3.7kW to 7kW supply wherever possible.
- •Journey planning - When setting off on a long journey, plan your charging into your journey. Apps such as Plug Share or Chargemap can help with this. These apps highlight charge points found in the surrounding area as coloured icons, with the colour indicating their rate of charge. You can click on each of the icons to find out the operator and the charging costs.
The insurance proceeds relating to the vehicle will be paid by the insurance company directly to us.
Once received, your insurance proceeds will be credited against the early termination charge you owe under your agreement with us. We’ll then either invoice you for any charges remaining due (for example, if there’s a shortfall meaning that the insurance proceeds do not cover the full amount due) or issue any credits or refunds which we owe you.
Your monthly payments will continue to be taken throughout the settlement process. Once the settlement payment has been received, all payments taken in the months since the incident/accident will be credited back to your account. If the incident/accident happened before the 7th of the month, the payment for the month of the incident/accident will also be credited back to your account.
- •Obtain details of other drivers involved and any witnesses.
- •If possible, take photos of the scene.
- •Inform the Police immediately if anyone is injured or you believe an offence has been committed.
- •You must also inform the Police within 24 hours if an animal has been injured or street signs, lamp posts etc, are damaged; if a third-party failed to stop; or if you’ve damaged a vehicle or any property and don’t have the owner’s details.
You can also find details of the condition that your vehicle needs to be returned in in your agreement. You can request a copy of your contract here.
Please contact your original Broker Partner to discuss your options. We can provide you with the contact details for your original broker if required. To request these details please either call us on 0345 245 0000 or complete the online form here.
To help us, please could you include the following information in your email or have these details to hand when you call:
- •Name
- •Vehicle registration number
- •Contact details
We’ll then respond with the relevant contact details.
Excess mileage and end of contract damage charges are separate liabilities which may not be included in your Early Termination quote. When you request your Early Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.
We can only provide quotes for the current month, and all quotes are based on your vehicle being returned to us in the same month the quote was created.
If you would like an Early Termination quote, please contact us at customerrelations@ayvens.com or call us on 0345 250 0000. Please include your vehicle’s current mileage and your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
Your agreement does not permit your vehicle to be used for:
- •The purpose of any illegal activity.
- •Racing, rallying or any form of competition including pacemaking, reliability trials or speed tests.
- •Driving tuition, private hire or as a taxi.
*A small partnership is a partnership with three partners or less.
It’s not a fuel additive and should never be added directly into the fuel tank. Instead, it’s stored in a separate storage tank, typically with a blue filler cap, and will need to be replenished periodically.
The exact intervals between top-ups will vary depending on external factors like temperature, how the vehicle is driven and the size of the AdBlue tank.
Yes, we cover the cost of your servicing, MOTs and routine maintenance as part of your vehicle’s maintenance package. You can find further information about servicing, maintenance and MOTs here.
Your responsibilities
- •Keep your MOT certificate up to date as it’s an offence to drive without a valid MOT.
- •Ensure your vehicle is serviced on time and by an authorised dealer.
- •Make sure that your vehicle’s service book, if it has one, is completed and up to date. Any costs that arise from not servicing the vehicle will need to be paid by you.
- •Keep your oil and other fluid levels topped up. We recommend that you check the levels on a weekly basis. The cost of oil and fluids replaced as part of a scheduled service are included in your maintenance agreement, but the cost of oil and other fluids required in between services are excluded and you’ll need to pay for these.;
If you’ve received a vehicle appraisal invoice and have a query relating to it, please contact us here or call us on 0345 250 0000. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
If your vehicle has a full body wrap, you’ll need to have this professionally removed before you hand the vehicle back to us and ensure that any damage caused by its removal is repaired. Any unrepaired damage may incur a charge.
You can find information about vehicle appraisal charges here.
Please call us on 0345 245 0000 or complete the online form here. Please have your vehicle’s registration number or your account reference number to hand or include this in the form. You can find guidance on how to find your account reference number here.
Replacing tyres due to fair wear and tear is covered, unless the items have been specifically excluded. You can find out further information about tyre replacement here.
Replacing batteries, exhausts and auxiliary items, such as lightbulbs, fuses and wipers due to fair wear and tear is covered.
If any items need to be replaced as a result of damage or misuse you may need to pay for these.
Your responsibilities:
- •Ensure that your tyres are replaced when required. We recommend checking that your tyres meet the legal requirements at least once every 2 weeks. You can find more information about the legal requirements for tyres here.
- •Make sure the manufacturer's remote software are carried out when required if you have a BEV.
- •Ensure the battery is kept at optimal charging levels as recommended by the manufacturer.
If the cover is provided by Ayvens, call Driver Assistance on call 0345 250 0000 and select the 24/7 Accident Management option.
To ensure prompt recovery of your vehicle and avoid unnecessary cost, you should follow the process as detailed by your accident management provider or insurer.
If you don’t have cover, it’s your responsibility to arrange the vehicle’s collection and repair.
You can find information about vehicle appraisal charges here.
You’ll need to arrange to sell the vehicle to a dealership or a third-party company registered on Companies House. Please be aware that the third-party company must be unconnected to you or your business.
You’ll need to return all the signed paperwork before arranging for the payment to be made to us.
We’re happy to accept payment from either you or the company/dealer purchasing your vehicle. We’ll then process this to end your agreement and refund any balance due back to you.
Your contract states that you’ll receive 98% of the sales proceeds. If you sell your vehicle for less than the settlement amount, or an amount that doesn’t cover the 2% due to us, you will be liable to pay the shortfall.
Please be aware that any balance refund due can take up to 14 working days to display in your bank account. Please note: this time frame may be increased in certain circumstances. If you have not received an expected refund after 14 working days, please contact us and we’ll investigate this for you.
If you’d like an Early Settlement quote, please contact us on 03700 011 181 or at customerrelations@ayvens.com. Please include your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
During the term of your agreement, you must not:
- •Take your vehicle out of the United Kingdom without our written consent. If we grant consent, you’ll need to comply with any terms we impose. You can find more information about taking your company vehicle abroad here.
- •Let your vehicle be used or retained as security (for example to secure a loan).
- •Hire, sub-hire or part possession with your vehicle.
- •Let any person without a full driving licence or without comprehensive insurance drive your vehicle. If your vehicle is used for business purposes, you must ensure that it is adequately insured for this purpose.
- •Convert, modify or alter your vehicle without our prior written consent (you can find more information about adding accessories to your vehicle here).
- •Overload your vehicle at any time (you can find recommended limitations or guidance on loading the vehicle in the vehicle manufacturer's handbook).
- •Disconnect or tamper with the speedometer, its drive cable, the odometer or any ancillary equipment.
- •Drive or allow your vehicle to be driven in an unsafe or unlawful way.
This is a summary of the restrictions that apply. You can check the full details of the restrictions in your agreement. You can request a copy of your contract here.
Note that if your agreement is a credit sale agreement then these restrictions only apply if you wish to exercise the buy-back or trade-in option under your agreement.
*A small partnership is a partnership with three partners or less.
Some vehicle manufacturers advise that you have AdBlue refilled by your local dealer. Some dealers offer this as a free service to fleet customers or included as part of an annual service. Other dealers will charge for the AdBlue used, but don’t charge labour costs for refilling.
AdBlue costs can vary widely so it’s helpful to compare prices at several retail sites, as well as relevant dealerships, to find the most competitive price.
Your vehicle may also be covered under a manufacturer assistance programme. Please refer to the manufacturer’s handbook to check if they provide cover and call the emergency number quoted if so.
If your vehicle is not covered by your manufacturer’s assistance programme, or you’re unsure, please call Driver Assistance on 0344 472 1065.
You can find out more about breakdown cover here.
Dents no larger than 15mm in diameter are acceptable where:
- •There are no more than 2 per panel
- •Paint surface isn't broken
- •There are no dents on the wheel arch rims/trims
- •There are no dents on roof or swage line
Chips that are no larger than 3mm in diameter are acceptable where:
- •They are not rusted
- •Paint surface isn't broken
- •Max. 4 chips per panel, 6 chips per door edge and 8 chips per any forward-facing panel
The above will be deemed as Fair Wear and Tear and therefore not as chargeable damage when you return your vehicle.
You can see more information in the BVRLA Fair Wear and Tear Guide here.
Your agreement does not permit your company vehicle to be used for:
- •The purpose of any illegal activity.
- •Racing, rallying or any form of competition including pacemaking, reliability trials or speed tests.
- •Commercial driving tuition, private hire or taxi use (unless your contract contains an addendum that allows you to use the vehicle for commercial driving tuition or as a taxi with our consent)
*A large partnership is a partnership with four partners or more.
Scuffs and scratches within 25mm are acceptable where:
- •They can be polished out
- •Primer/bare metal isn't showing
- •Moulding/wheel arch trim isn't broken, cracked or deformed
- •There are no more than 4 scuffs per panel
For wheels and tyres:
- •Scuffs up to 50mm on the total circumference of the wheel rim and on alloy wheels are acceptable
- •There must be no damage to sidewalls or tread
The above will be deemed as Fair Wear and Tear and therefore not as chargeable damage when you return your vehicle. You can see more information in the BVRLA Fair Wear and Tear Guide here.
Companies with more than one vehicle on lease with us may be entitled to under mileage credits as part of mileage pooling.
It may be possible to change your contracted mileage if you have a Personal Contract Hire (PCH), Business Contract Hire (BCH) or a Company Vehicle on a Contract Hire (CH) agreement.
During the term of your agreement, you must:
- •Not take your company vehicle out of the United Kingdom without our written consent. If we grant consent, you’ll need to comply with any terms we impose. You can find more information about taking your company vehicle abroad here.
- •Not let your vehicle be used or retained as security (for example to secure a loan).
- •Not sub-hire, hire or part with either your company vehicle or any of its accessories.
- •Make sure anyone driving the company vehicle has a valid driving licence and is approved by your company’s insurer.
- •Not convert, modify or alter your company vehicle or its accessories without our written consent. You can find more information about adding accessories to your vehicle here.
- •Not overload your vehicle at any time (please refer to the manufacturer’s published maximum payload criteria).
- •Not disconnect or tamper with the speedometer, its drive cable, the odometer or any ancillary equipment.
- •Not disconnect or tamper with your company vehicle’s mileage recorder or speedometer.
There may be further restrictions depending on your contract type. You can check these restrictions through your agreement. You can request a copy of your contract here.
If you’re a company car driver, please refer to your Fleet Manager/company car policy for further details.
*A large partnership is a partnership with four partners or more.
Windscreen and glass repair isn’t included in your maintenance package.
Your responsibilities
- •Ensure any cracks to your windscreen or vehicle windows are repaired or replaced immediately.
- •All costs are your responsibility.
The cost of replacement keys isn’t included in your agreement. If you need to replace a missing key, we recommend contacting your local dealership. They’ll be able to quote for the replacement key cost. Your dealership may need to see a copy of your vehicle’s log book (V5C) ahead of providing a replacement key. You can request a copy of your vehicle's V5C through our contact form.
If you return your vehicle without all the keys, a charge for any missing keys will be invoiced as part of the vehicle appraisal process. You can find out more about vehicle appraisal charges here.
We only provide accident management cover if you’re a company car driver, and your company has a separate accident management agreement in place with us. You can check this with your Fleet Manager and/or Company Car Policy.
For any other customers, accident management cover is not included in your agreement.
Your responsibilities
- •If you have your own cover, call your provider for assistance.
- •Follow the process as detailed by your accident management provider or insurer.
- •If you don’t have cover, you’ll need to arrange the vehicle’s collection and repair.
If your vehicle breaks down, you may be entitled to a replacement vehicle by your manufacturer’s assistance programme.
In the event of a breakdown, where the vehicle isn’t roadworthy, you can speak to our breakdown provider as you may be able to receive a vehicle for 48 hours. This service is included in your maintenance package. Please call Driver Assistance on 08000 32 32 77. You can find information about breakdown cover here
If you’re outside the period covered by the manufacturer or your vehicle is ‘off the road’ for a prolonged period, we won’t be able to assist you. If you need alternative transportation, you’ll need to arrange this and pay for this yourself.
The Consumer Rights Act 2015 applies to individual consumers who have a sale, hire or hire purchase agreement. The Act does not apply if you use your vehicle wholly or mainly for your business, trade, craft or profession. This means you’ll be covered by the Consumer Rights Act if you have one of the below agreement types:
- •Personal Contract Hire
- •Hire Purchase for non-business use
- •Personal Contract Purchase
- •Credit Sale
- •Drivewise
You’ll need to have your vehicle registration number to hand and be able to prove your identity to allow us to find your details and provide you with your account reference number.
If you’re contacting us on behalf of your company, you’ll need to be able to prove that you are authorised to act on behalf of your company.
If you’re a sole trader or small partnership* (three partners or less) and your agreement’s total payments do not exceed £25,000, your agreement will be covered by the Consumer Credit Act - 1974 (CCA). If your agreements’ total payments due exceed £25,000, your contract might not be regulated by the CCA.
You can check your contract to see if it’s covered by the CCA. You can request a copy of your contract here.
*If all the partners are corporate bodies, then the agreement is not regulated by the CCA.
The CCA does not extend to corporate entities such as limited liability companies, limited liability partnerships or public limited companies.
The Consumer Credit Act (CCA) provides customers with certain rights and protections when taking out and repaying finance. It also covers how finance agreements should be documented and what information customers should be provided with during the life of the agreement. Further information about the rights of customers under the CCA is detailed below.
Key rights under the CCA:
- •The CCA requires that pre-contract information is provided to customers, so that they have the right information at the right time in the right format.
- •Ayvens regulated credit customers (Hire Purchase, Personal Contract Purchase and Credit Sale customers) have the right to withdraw from their agreement within 14 days from: the day after they receive their signed agreement; or when we tell the customer the agreement has been signed. Note: this only gives customers the right to withdraw from the credit agreement, not the agreement to purchase the goods.
- •Ayvens regulated hire customers (where the agreement was entered into at a distance) have the right to cancel the agreement within 14 days of the agreement being made.
- •During the life of the agreement customers will be kept up to date with information about the status of their agreements, for example they’ll receive annual statements (credit customers only) and notices of sums in arrears (where relevant). Customers can also request:
- A copy of their agreement and a statement showing how much they have paid and how much they still owe.
- An amortisation statement (credit customers only), showing a breakdown of future payments. - •Customers with credit agreements can pay off some or all of what they owe under their agreements early and receive a rebate of interest, where applicable. They can also request a statement showing the impact of a full or partial early settlement.
- •Customers can request to end their agreements early. The options available will depend on the type of agreement they have. You can find out more about ending your Ayvens agreement early here.
- •If a customer breaches their agreement, for example by missing payments, we’ll send them a notice of default setting out the nature of the breach and what to do about it. Customers are then given time to remedy the breach before any further action is taken.
More information about the rights and protections under the CCA are set out in your agreement. You can request a copy of your contract here.
Contract Purchase (business) agreements include a final balloon payment or Final Instalment (a type of balloon payment) and an ‘Option to Purchase’ fee. If you’d like to become the owner of your vehicle, you’ll need to pay both final payments. The value of your final balloon payment/Final Instalment and Option to Purchase fee can be found in your agreement.
You can request a copy of your contract here.
Please either call us on 0345 250 0000 or complete the online contact us form here.
Please have the below information to hand when calling or include these details in your email:
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •The registration number of the vehicle
To change your address, name, telephone number or email address, you can either complete our online form or call us on 0345 245 0000.
If you’re changing any of the below details, we’ll need you to send us proof:
- •Change of name – we’ll ask you to send proof of your change of name, such as a copy of your marriage certificate or a copy of your deed poll.
- •Company change of address – we’ll ask you to either send your request on company letterhead or provide us with a bank statement or utility bill before we can action the change.
- •Company change of name – we’ll ask you to send proof that the new company name has been registered with Companies House.
To protect your information, we won’t share any of your details with a third-party without your authority. If you’d like us to deal with anyone other than yourself and your supplying dealership or broker, we’ll need your authority to add a third-party to your account.
If your vehicle has been written off, you’ll need to contact us to add your insurance company as a third-party. You can contact us to remove a third-party from your account at any time.
If you’d like to add a third-party to your account, please call us on 0345 245 0000.
You’ll need to have the below details to hand to allow us to add the third party to your account:
- •Third-party’s name
- •Third-party’s relationship to you
- •Third-party’s date of birth
- •Third-party’s telephone number
- •Third-party’s email address
We appreciate that this is a difficult time for you.
So that we can assist you, please contact us on 0345 245 0000 and one of our advisors will be on hand to help you and take any necessary details.
If you’d prefer to notify us in writing, you can either email us at customerrelations@ayvens.com or write to us at:
Ayvens
165 Bath Rd
Slough
SL1 4AA
Please include a copy of the death certificate, your contact details and the vehicle’s registration number. We’ll then be in touch to let you know what the next steps are and to discuss your options (which will vary depending on the type of vehicle finance contract).
Please accept our condolences at this time.
The production of BEVs does use more energy than petrol or diesel models, but BEVs are still understood to be a more environmentally friendly option as they produce fewer emissions over the vehicle’s lifetime. BEVs run on electricity and are believed to produce half the amount of carbon emissions throughout their lifetime compared to standard petrol or diesel vehicles.
Your range and energy consumption can be negatively impacted by driving style and environmental conditions (such as exceptionally cold or hot weather and driving terrain). To maximise your range:
- •Avoid frequent rapid acceleration.
- •Use the Economy setting recommended by the manufacturer.
- •Keep your tyres at the manufacturer's recommended inflation pressures.
- •Limit the use of your heating and air conditioning. You can precondition some vehicles prior to setting off on your journey.
- •Minimise the use of DC chargers (such as fast chargers) for optimal battery health.
If your vehicle breaks down, you may be entitled to a replacement vehicle by your manufacturer’s assistance programme.
If you’re outside of their cover period or your vehicle is ‘off the road’ for a prolonged period, you should call Driver Assistance on 0344 472 1065 so that we can advise you on the best course of action.
If you arrange a hire vehicle privately you may be liable for any costs incurred.
If you have a maintenance package included in your agreement, you may be entitled to a 48 hour hire vehicle via your AA Breakdown cover. You can find out more about breakdown cover here.
If your vehicle is covered by our accident management service, we can arrange a hire vehicle and will advise you of any costs incurred. You can find out more about what to do following an RTC here.
If you’d like to discuss this option, please call us on 0345 245 0000 or email us at Totalloss@ayvens.co.uk and we’ll be happy to assist you. Please have your vehicle’s registration number or your account reference number to hand or include this in your email. You can find guidance on how to find your Account Reference number here.
Unless you or your company have arranged Accident Management cover with us or another provider it’s your responsibility to arrange for the vehicle’s collection and repair in the event of an accident.
If your lease includes glass repair, please make an appointment here or call 0345 250 0000 at any time to make an appointment. Alternatively contact your insurer to arrange replacement.
As your contract hire vehicle enters the last 6 months of your agreement, we can discuss any contractual end of contract options with you and explore if any non-contractual options may be available to you during this time (subject to availability).
When you’re within the last 6 months of either your original contract, or a formally extended contract, please call us on 0345 250 0000 to discuss the available options. Please have to hand when you call:
- •Your vehicle registration number
- •Your account reference number - you can find guidance on how to find your account reference number here.
Book your collection
- •Book a date for your vehicle’s collection. We need at least 5 working days’ notice before the date your agreement ends. We can collect your vehicle at a location that’s convenient for you (within mainland UK and Ireland). A collection fee may be payable at the time of booking. You can book your collection here.
- •If you plan to leave your current vehicle at a dealership when you pick up your new vehicle, you’ll need to tell us that’s where you’d like it collected from.
- •If your vehicle has a cherished plated, you’ll need to start the removal process. You can find information about removing cherished plates here.
For sole traders and small partnerships (three partners or less) there are two types of credit checks that can be used by lenders when determining if they can offer credit based on your financial circumstances:
- •Soft credit check – this is an initial look at whether an application may be successful and does not impact your credit score. This type of search is not visible to other lenders.
- •Hard credit check – this provides a complete search of your credit file and is recorded on your credit report to indicate that you applied for credit.
We perform an initial assessment using a soft credit check and only apply a record of a hard credit check if you choose to proceed with the application.
Your insurance cover must be fully comprehensive.
If your vehicle is being returned to us, your insurance cover must stay in place until the vehicle collection goes ahead.
If you have a Business Contract Hire (BCH) agreement (companies, limited liability partnerships and large partnerships (four partners or more) the insurance needs to be in the name of your company, you cannot insure it on a personal policy.
If you’re a sole trader or a small partnership (three partners or less) the insurance doesn’t have to be in the company name but should be in the name of the person(s) named on the agreement.
All vehicles should be recorded on the Motor Insurance Database. Your insurance company should do this for you, but it’s your responsibility to ensure that your vehicle’s insurance details are recorded on the Motor Insurance Database.
You can check the Motor Insurance Database here.
For further information please speak to your insurer or fleet contact.
Business customers can request a quote by completing the online form here.
To help us, please could you include the following information in your email or have these details to hand when you call:
- •Name
- •Contact details
- •Company name
- •Company address
- •Fleet size
- •Vehicle preference
- •Annual mileage
- •Length of contract
We’ll then contact you to discuss your requirements in more detail before providing you with relevant quotes.
If you placed your application online or directly with us, we’ll be able to update you on the handover of your vehicle. You can contact us on 0345 245 0000.
Your supplying dealer or broker will be able to advise what options were included at the point of quoting and ordering. If an option is missing, they’ll work with you to resolve this.
You’ll be able to add your cherished plate to your vehicle directly with the DVLA. You’ll need to notify us of your change of registration number by emailing us at vehicleadministration@ayvens.co.uk or calling us on 0345 250 0000. Please include the below information in your email or have these details to hand when you call:
- •The current registration number (i.e. age-related plate) on the vehicle
- •The cherished plate that has been added to the vehicle
- •Your account reference number. You can find guidance on how to find your account reference number here.
The options available will depend on whether your agreement is regulated by the Consumer Credit Act - 1974. You can find out more about the CCA here.
1. Voluntary Termination
- •Voluntary Termination will only be available if your contract is regulated by the CCA.
- •To voluntarily terminate your agreement, you’ll have to hand your vehicle back to us.
- •You’ll need to have paid at least half of the total amount payable on your agreement to qualify for a Voluntary Termination.
- •You can request a Voluntary Termination at any point during your agreement, and if you’ve not paid 50% of the total amount payable, we can provide you with a quote to show the amount due to reach this point.
- •An Early Termination will only be available if your agreement is not covered by the CCA.
- •To terminate your agreement early, you’ll have to hand your vehicle back to us.
- •An Early Termination quote calculates what early termination charge will be payable to us if you end your agreement early.
- •Excess mileage and end of contract damage charges are separate liabilities which may not be included in your Early Termination quote. When you request your Early Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.
- •We can only provide a quote for the current month, and all quotes are based on your vehicle being returned to us in the same month the quote was created.
- •Early Settlement is available to all Lease Purchase customers.
- •An Early Settlement quote shows the amount that needs to be paid for you to take full ownership of your vehicle.
If you’d like any further details about these options, please contact us at customerrelations@ayvens.com.
Under your agreement you’re required to return your vehicle at the end of the term. If you don’t, you’ll entera period of late hire.
During late hire you will be charged a pro rata daily rate (calculated using the total cost of your agreement). The daily hire rate is set at the beginning of the agreement.
This daily hire rate equates to the same rate you would have paid each day in your agreement, and you’ll pay this monthly. If your agreement included an advance payment, this would have lowered your original monthly costs, so your monthly invoice for late hire may be more than your monthly rental during your agreement.
To work out your daily rate, add up all your payments, including your advance payment, and divide it by the total number of days in the original agreement. You can then multiply this daily cost by the number of days you were in late hire that month. This will be your monthly invoice.
For further information, please complete our online form or call us on 0345 250 0000. Please include the below information in your email, or have it to hand when you call:
- •
- •Details of your new vehicle on order
You can find information on how to contest a fine here.
If you’re a corporate customer, please contact your dedicated email address or telephone number. You can obtain these details from your company fleet contact.
A contract reschedule allows you to alter some of the terms of your company’s Contract Hire agreement (lease). We can reschedule your company’s lease to increase or decrease the total contract mileage, providing there are at least six outstanding payments remaining on your company’s lease, not including the current month.
We can’t reduce your mileage allowance to below 5,000 miles per year, and the maximum end mileage must not exceed the below limits:
- •Petrol, Hybrid Petrol and Electric: 150,000
- •Diesel Cars, Hybrid Diesel and Plug-in Diesel: 160,000
- •Diesel Vans: 200,000
If you’d like a Contract Hire mileage reschedule quote, please complete our online form or call us on 0345 250 0000. Please include the below information in your email, or have these details to hand when you call:
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •Your vehicle registration number
- •Your vehicle’s current total contract mileage allowance
- •The new total contract mileage allowance that you’d like us to provide a quote for
If you’re an individual customer, sole trader or small partnership (three partners or less) with a Contract Hire agreement you can request that we vary the total contract mileage, and we’ll consider your request. If we do vary the total contract mileage it will be for a minimum of 2,500 miles.
We can’t reduce your mileage allowance to below 5,000 miles per year, and the maximum end mileage must not exceed the below limits:
- •Petrol, Hybrid Petrol and Electric: 150,000
- •Diesel Cars, Hybrid Diesel and Plug-in Diesel: 160,000
- •Diesel Vans: 200,000
If you’d like a Contract Hire mileage reschedule quote, please contact us on 0345 250 0000. Please include the below information in your email, or have these details to hand when you call:
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •Your vehicle registration number
- •Your vehicle’s current total contract mileage allowance
- •The new total contract mileage allowance that you’d like us to provide a quote for
All requests to reschedule a lease are considered at our sole discretion. However, subject to such consent, if you’re interested in rescheduling your contract mileage, we’ll provide you with a quote to show you how the change in mileage allowance will affect your monthly payments.
If you decide to go ahead with the change, you’ll need to sign an updated agreement and return it to us by the deadline listed on the quote. Once we receive a signed copy of the agreement, we’ll confirm receipt.
Lease reschedule quotations are based on latest pricing and market conditions, which means it’s possible that either a decrease or increase in mileage could increase your monthly payments. We’ll always advise you whether it’ll be more cost-effective to go ahead with rescheduling your contracted mileage and any resulting amended monthly payments or stick with the original contract mileage and pay the excess mileage charge if applicable.
If you’d like a Contract Hire mileage reschedule quote, please complete the online form or call us on 0345 250 0000. Please include the below information in your email, or have these details to hand when you call:
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •Your vehicle registration number
- •Your vehicle’s current total contract mileage allowance
- •The new total contract mileage allowance that you’d like us to provide a quote for
It’s your responsibility to make sure that accessories and conversions are maintained and kept in a legal and roadworthy condition for the contract duration. If the addition of an accessory invalidates a warranty from the manufacturer, you’ll be liable for any costs incurred.
If you’d like to add an accessory to your vehicle, please call us on 0345 250 0000 or complete the online form here. Please include either your account reference number or vehicle registration number or have these details to hand when you call. You can find guidance on how to find your account reference number here.
If approved, we’ll send you a copy of your vehicle’s log book (if applicable).
If you decide to return your vehicle with accessories, any subsequent related increase in the vehicle’s value cannot be offset against end of contract damage charges. This means that your end of contract damage charges won’t be reduced by the amount that the vehicle value increased.
There are a wide range of vehicle accessories. You’ll need our approval if you plan to add an accessory to your vehicle. We have included some examples of typical accessories below:
- •Telematics (“black box” journey data recorder) equipment
- •Air conditioning
- •Satellite Navigation and or Bluetooth equipment
- •Parking sensors
- •Engine modifications
- •Modifications to the vehicle interior, including upholstery
Ensure that the engine is switched off and that the vehicle is on a flat surface in a well-ventilated area. You should also check your vehicle handbook for any other manufacturer-specific refilling instructions.
Avoid direct skin contact with the fluid and make sure that you don’t spill any on the vehicle as it can cause eye and skin irritation as well as damage to surfaces.
Any leftover open bottles of AdBlue will need to be disposed of appropriately as it can’t be used once its shelf-life date has expired.
- •A vehicle fitted with AdBlue won’t start if the AdBlue is empty.
- •A warning light will appear on your vehicle dashboard when the AdBlue needs topping up and most vehicles will advise you of how many miles you have until it runs out.
- •Replenishing AdBlue will vary depending on vehicle manufacturer and individual driving style. Consult your handbook for estimated replenishment intervals.
- •AdBlue is typically available at your dealership as well as at many service stations across the UK.
- •Oil and fluid levels are your responsibility and must be topped up as necessary. The cost of AdBlue is not covered by your finance agreement, even if you have a maintenance package.
The DPF filters out the soot and stores it, this stored soot needs to be burnt off. This ‘burn off’, known as DPF regeneration, is required approximately every 300 miles.
Without maintenance package
You can take your vehicle to any dealership or garage in your vehicle manufacturer's franchised network for servicing, MOTs and maintenance work.
You’ll need to ensure that your vehicle’s service book, if it has one, is completed and up to date. If your vehicle doesn’t have a service book, make sure you keep copies of the service invoices, as these will need to be handed back with your vehicle at the end of your contract.
With maintenance included
Any work will need to be completed by an authorised garage. We’ll assist you with booking services, MOTs and maintenance work.
You’ll need to ensure that your vehicle’s service book, if it has one, is completed and up to date. If your vehicle doesn’t have a service book, make sure you keep copies of the service invoices, as these will need to be handed back with your vehicle at the end of your contract.
If your vehicle has broken down and you require assistance, you can find information about breakdown cover here.
If your vehicle is experiencing a technical fault, whether it’s a one-off or an ongoing and/or intermittent fault, we recommend that you book your vehicle in with your dealership to allow them to investigate and rectify the issue.
If you’ve been unable to rectify the issue with your vehicle via your dealership, please either call us on 0345 250 0000 or complete the online form here.
Please have the below information to hand when calling or provide the below information in your email:
- •Your vehicle’s registration number
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •When/how often has the fault happened?
- •Where is your vehicle now?
- •Is your vehicle currently driveable?
- •Has your vehicle been into the dealer for this fault? If so, please let us know which one and their contact details
- •Your vehicle’s current mileage
You can book your tyre replacement directly with Kwik Fit here,
Kwik Fit Mobile assistance will require your full tyre size and make of tyre currently fitted (i.e. 205/55 R 16 98T (load index must be included)). Guidance on how to find your tyre size can be found here.
You can request a replacement tyre repair kit at your local Kwik Fit. You won’t have a tyre repair kit if you have run flat tyres. If you have run flat tyres, you can find out more in ‘What are run flat tyres?’.
We require 10 working days’ notice to amend bank details. If your payment is due during this time, it will still be processed via your current bank details. If your current bank details are no longer active, any payments due in this time will need to be paid manually.
Your vehicle will need to be returned in a good condition and, if damage is beyond 'fair wear and tear', you’ll be charged for the damage. You can find further information about the condition your vehicle needs to be returned in here.
Your agreement will include a mileage allowance. If you exceed this agreed mileage, you’ll need to pay an excess mileage charge. This charge is calculated based on a pence per mile rate, which you can find in your agreement. You can request a copy of your contract here.
You can find information about other end of contract charges here.
Please either complete our online form here or call us on 0345 250 0000.
Please have the below information to hand when calling:
Your account reference number. You can find guidance on how to find your account reference number here.
Details of the invoice you require a copy of, including:
- •Invoice number (if possible)
- •Amount
- •Date of the invoice
You can either complete our collection booking from here or call us on 0345 250 0000. Please have the below information to hand when you call:
- •Your vehicle’s registration number
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •Your preferred collection date (Monday to Friday)
- •Your vehicle’s current mileage
- •Collection Address (we can collect from mainland UK addresses, please call us if you would like to discuss this)
- •Company name and business hours (for collections from business premises)
- •Best contact telephone number for the collection
- •Name of the collection contact
You can find more information on how to return your vehicle here.
You can find guidance on preparing your vehicle for collection here.
Our underwriters may request more information to fully understand or validate information we have. This could include, for example, bank statements, tax returns, financial statements, proof of identification or proof of address. The requirements will vary on a case-by-case basis, and we will contact you to request any additional information we might need.
As a responsible lender, this ensures that we make an appropriate assessment to reach the most suitable outcome.
Payment methods such as cash, Money Transfer Agencies (MTA), prepaid bank cards, travellers’ cheques, postal orders, PayPal or similar, or cryptocurrencies are not accepted.
- 1.1.A standard Breathing Space
- 2.2.A mental health crisis Breathing Space
Breathing Space is potentially available if you are an individual with personal debt and/or in limited circumstances certain business debts. Breathing Space is potentially available if you can meet the following eligibility:
- •You are an individual (Breathing Space is only available in limited circumstances for certain business debts)
- •You owe a qualifying debt to a creditor
- •You live or usually reside in England or Wales
- •You do not have a debt relief order (DRO), an individual voluntary arrangement (IVA), an interim order, or you are not an undischarged bankrupt at the time of applying
- •You do not already have a Breathing Space or have had a standard Breathing Space in the last 12 months at the time of applying
Credit Sale with Balloon agreements include an ‘Optional Final Payment’ (a type of balloon payment). To clear the finance at the end of your agreement, you’ll need to pay this final payment. The value of your ‘Optional Final Payment’ can be found in your agreement.
Most BEVs are equipped with a built-in energy capture system: regenerative braking. Every time you lift off the throttle or push the brake pedal, the car not only slows down, but also tops up the battery a little.
The towing capacity of BEVs is lower than conventional vehicles, but this is improving as BEVs become more advanced. If you plan on using your BEV for towing, you should check your specific BEV’s towing capacity. This information is often available through the manufacturer’s website or in your vehicle’s handbook.
The UK Government has set out plans to ban the sale of new petrol/diesel vehicles by 2030. This is expected to cause an increase in demand for Battery Electric Vehicles (BEVs).
There is a need for more charging points across the country so that people can easily charge their BEVs. The UK Government has announced plans to reach 300,000 public charging points as a minimum by 2030, advising that the goal is to ensure that these charging points are installed ahead of demand.
The lifespan of your BEV’s battery will depend on factors such as annual mileage and a proper care routine, but there are a few things you can do to help preserve the capacity of your BEV’s battery:
- •Keep your charge level between 20% to 80%.
- •Limit your use of rapid chargers, as frequent use has a detrimental effect on the battery’s lifespan.
- •On hot days park the vehicle in a cool, shady spot, as heat lowers the battery range and can cause the battery to overheat. Extreme heat may cause permanent damage to the battery.
- •Avoid aggressive acceleration, as this can increase battery wear.
Check the condition of your vehicle using the steps included here.
If you spot any damage that falls outside of these guidelines, decide whether to repair it now to minimise the risk of charges when you hand the vehicle back.
On the day of the collection, you, a nominated adult or your company’s representative will need to be available to meet our collection agent.
Our collection agent can decline to collect your vehicle if it’s not deemed to be safe, legal and roadworthy on the day of collection. To avoid this, and any related charges, please ensure that:
- •Your vehicle’s MOT is valid.
- •There are no warning lights on your vehicle’s dashboard.
- •There are no cracks in the windscreen impacting the driver’s sight (this is determined at our collection agent’s discretion).
- •All tyres are roadworthy, tread depths are no less than 1.6mm and that there’s no damage to the sidewalls of the tyres.
- •Standard petrol/diesel vehicles must have at least a quarter of a tank of fuel when the vehicle is collected.
- •Battery Electric Vehicles (BEVs) must be fully charged when the vehicle is collected.
You’ll need to contact us to request that we start the process of adding your cherished plate to your vehicle, by emailing us at vehicleadministration@ayvens.co.uk. Please include the below information in your email:
- •A scanned copy of your signed retention document or certificate of entitlement for your cherished plate
- •The current registration number (i.e. age-related plate) on the vehicle
- •Your account reference number. You can find guidance on how to find your account reference number here.
If you'd prefer to post your signed retention document or certificate of entitlement, we recommend you send the documents via recorded delivery to:
FAO Vehicle Administration
Ayvens
Oakwood Drive
Emersons Green
Bristol
BS16 7LB
Once we have all the necessary information, we'll contact the DVLA to make the required changes.
You should also familiarise yourself with any motoring legislation that applies in the country you’re visiting. For example, travel within the European Union and some other European countries now requires the display of a UK sticker or the UK identifier on the number plate and may require you to carry a green card from your insurer.
It’s recommended that you check with your insurer for specific country requirements at least 6 weeks in advance of travel.
It’s always your responsibility to check the latest position and requirements.
You don’t need our approval to fit a tow bar, but you must ensure that it is suitable for the vehicle, not used to tow an item the vehicle cannot suitably tow, and used, maintained and checked in accordance with the manufacturer’s recommendations.
The tow bar should be fitted by someone approved by your vehicle manufacturer (usually a franchised dealership). When you return the vehicle to us you must ensure that either:- •The towing equipment has been professionally removed and any damage repaired; or
- •The towing equipment remains on the vehicle, but written evidence of installation and maintenance are provided with the vehicle.
You should be able to unblock the filter and clear the warning light by taking your vehicle for a 10-20 minute drive at a speed of 40mph or higher.
The engine will need to be at normal operating temperature and the engine RPM will need to be between 2,500 to 3,000 RPM. A constant speed of 40mph or higher should achieve this. You’ll need to drive the vehicle under these conditions, on a long stretch of straight road or a motorway, until the warning light turns off.
You must ensure that you comply with all UK driving laws and that this is completed on a road or motorway where it is safe and legal to drive at speeds of 40mph or higher.
If, once you’ve taken the above action, your vehicle’s DPF warning light does not clear, you should book your vehicle in with your dealership. If the DPF filter is not regenerated, it can cause your vehicle to go into ‘limp mode’ to prevent any damage being caused.
Your dealership should be able to investigate and resolve the issue to prevent this happening. You can find further information about booking your vehicle in with your dealership here.
If your vehicle doesn’t have a service light, we recommend keeping an eye on the mileage and the time since the last service, and booking the service either 1 month or 1,500 miles before it’s due. You can find our more information on manufacturer recommended service intervals in ‘How will I know when my vehicle’s service is due?’.
Please enter the numeric element of your account reference only.
We accept the following cards: Visa, Mastercard and Maestro.
You should allow up to 3-5 working days for any phone payment to clear.
Breathing Space is not a payment holiday, so you’ll have to continue paying your debts during this time, but it does prevent action from being taken against you, should you be unable to pay.
You can find more information about Breathing Space eligibility criteria and how to apply here.
Further information can be found through the UK Government Insolvency Service here.
To register for AA Fleet Europe breakdown assistance, please call Driver Assistance on 0344 472 1065 between 9am and 5pm, Monday to Friday.
This provides cover for mechanical breakdown within mainland Europe up to a maximum 90-day trip. If you remain in mainland Europe beyond 90 days, you’ll not be covered and will be liable for any associated costs should your vehicle breakdown. Please ensure you follow the guidelines included within your pack.
If you’re travelling in Northern Ireland, you must seek assistance from your usual breakdown agent.
Following a breakdown, if your vehicle cannot be repaired and requires transportation back to the UK and you’ve been provided with a replacement vehicle, you’ll need to leave the hire vehicle in the country of origin and collect another in your destination country. This is because hire vehicles are non-transferable between countries.
You’ll receive a ‘Vehicle Excise Duty (VED) Recharge’ invoice for the amount the VED has increased by, which will include Value Added Tax (VAT). This invoice is for the increased cost of your agreement with us, meaning VAT is chargeable.
To discuss this, please contact us at customerrelations@ayvens.com or call us on 0345 245 0000. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
You can find your vehicle’s service interval in the manufacturer’s handbook, usually located in your vehicle’s glove box. Your vehicle’s on-board information display (stored in the vehicle’s central information system) should also show when your vehicle was last serviced and when the next service is due.
If you can’t find your vehicle’s service interval, please call us on 0345 250 0000 and we’ll be happy to assist.
If an Approved Mental Health Professional (AMHP) certifies that a person is receiving treatment, they can apply for Breathing Space. They can be supported by family or friends to apply for Breathing Space. During this time we won’t add interest or fees to the debt or take any enforcement action. You don’t have to get debt advice, but you will need to be receiving treatment from an Approved Mental Health Professional.
You can find more information about the scheme and how to apply here.
Further information can be found through the UK Government Insolvency Service here.
If you have concerns about debt or mental health, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations in ‘I’m concerned about my debt circumstances, how can I access independent debt advice?’.
There are also a number of organisations that can assist with mental health, such as Mental Health & Money Advice UK, you can find their website here.
Yes, if we’re the registered keeper of your vehicle, we renew the VED, as only the registered keeper can do this. We can apply for your Blue Badge VED exemption on your behalf. To qualify for this exemption, you must be the main driver of your vehicle.
You can find out who’s the registered keeper of your vehicle here.
If you’d like us to apply for the exemption on your behalf, please email maintenance.admin@ayvens.com, with:
- •The vehicle registration number
- •Your account reference number. You can find guidance on how to find your account reference number here.
- •A PDF copy of your Disability Living Allowance (DLA) or Personal Independence Payment (PIP) ‘Certificate of Entitlement’
- •A clear photo of both sides of your Blue Badge in PDF format
Once confirmation of your exemption has been confirmed by the DVLA and processed by us, we’ll arrange any applicable VED refunds due on your account.
This this type of agreement gives you the option to sell the vehicle either to:
A third-party company registered on Companies House; or
A dealership.
You can find out more about this option in ‘What do I need to do if I want to sell my Finance Lease vehicle?’.
You have three options:
- 1.1.Keep the vehicle for a secondary term
- 2.2.Sell the vehicle to a third-party company registered on Companies House or a dealership
- 3.3.Return the vehicle to Ayvens for us to sell the vehicle on your behalf
If you’d like to discuss these options, please complete the online form here or call us on 0345 250 0000. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your Account Reference number here.
There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations below. Please see below for further details.
Private Individuals
Stepchange Debt Charirty - Stepchange is a charity providing free debt advice based on an assessment of your situation. You can find details of how to contact them via their website.
MoneyHelper - MoneyHelper brings together the support and services of three government-backed financial guidance providers: the Money Advice Service, the Pensions Advisory Service and Pension Wise. This means you can find both money and pensions’ guidance quickly, making it easier to find the right help. You can find details of how to contact them here.
National Debtline - National Debtline, run by the Money Advice Trust, provides free advice and resources to help you deal with your debts. You can access their services over the phone, through their website and via webchat. You can find further details here.
Citizens Advice - Citizens Advice are an independent organisation, providing advice on a wide range of areas, including debt and money advice. You can find further details here.
Mental Health & Money Advice UK - Mental Health & Money Advice UK offer advice and support for people experiencing issues with mental health and money. You can find their website here.
Debt Respite Scheme - The Debt Respite Scheme, also known as Breathing Space, aims to help relieve some of the pressure of dealing with your creditors, so you can focus on getting debt advice and setting up your debt solution without worrying about being chased for payment or incurring extra charges. This could give you valuable time to find an effective and long-term solution for dealing with your debts and help you move forward. If you are receiving help through a Mental Health Crisis Team, you may be able to access the Breathing Space under the Mental Health Moratorium.
We’ve included further details about the Debt Respite Scheme in ‘What is Breathing Space?’. You can also find further information through the UK Government Insolvency Service here.
Business customers (including sole traders)
Business Debtline - Business Debtline, run by the Money Advice Trust, is a charity providing free and independent debt advice for businesses (including sole traders) over the phone and online. You can find details of how to contact them here.
Citizens Advice (for some business customers) - Citizens Advice are an independent organisation, providing advice on a wide range of areas, including debt and money advice. You can find further details here.
At the end of your primary term, you have an option to move into a secondary term. This allows you to keep the vehicle on contract with us until the earlier of the vehicle being 10 years old from the date of registration or either party terminating the agreement during the secondary term period.
If you decide to go into the secondary term:
- •Your balloon payment (where relevant) will be invoiced at the end of your primary term.
- •All outstanding balances must be paid off. Your settlement quote will include any arrears connected to the vehicle.
- •A nominal fee, referred to as a ‘peppercorn rental’, of £100 plus VAT per year, will be payable instead of your regular monthly rental. This will be invoiced and be payable in advance.
- •You can keep the vehicle in the secondary term until the vehicle is 10 years old unless either party terminates the agreement at an earlier point of the secondary term period.
- Your agreement can be terminated at any time during this secondary term period.
- When the vehicle turns 10 years old (or if the agreement is terminated at an earlier point), you’ll need to sell the vehicle to a dealership, or a third-party company registered on Companies House. Alternatively, you can return the vehicle to us to sell the vehicle on your behalf. You can find out more about this option in ‘What do I need to do if I want to return my Finance Lease vehicle to Ayvens?’
- Please see ‘What do I need to do if I want to sell my Finance Lease vehicle?’ for further guidance on settling the contract and selling the vehicle on.
If you decide you’d like to move into the secondary term, the balloon payment – along with any remaining payments due under your agreement for the primary term – will need to be settled in full.
The value of your balloon payment can be found in your agreement. You can request a copy of your contract here.
There are various charging networks and cash payments are not generally accepted. Whilst some charging networks allow you to pay by credit or debit card at the charger itself, most charging networks require you to either download an app, go to a website or have a prepaid card to use the charger.
A typical BEV (60kWh battery) takes just under 8 hours to charge from empty to full using a 7kW charging point. Many drivers choose to regularly top up charge rather than wait for their battery to become almost empty before recharging.
BEVs can be charged at home or at a public charging station. In the UK, we are seeing a rise in convenient charging points located at supermarkets, shopping centres and service stations, so you can charge your BEV when you’re out on the road.
If the newly arranged collection date is after the contract end date, you may incur additional charges. You can find out more about end of contract charges here.
If you need to cancel or rearrange your vehicle’s collection, please call us on 0345 250 0000. Please have your vehicle registration number or account reference number to hand when you call. You can find guidance on how to find your account reference number here.
Check service receipts
- •Make sure your service/maintenance book is fully stamped and up to date.
- •If your vehicle doesn’t have a service book, or service records stored on the vehicle’s key, you’ll need to provide us with paper copies of the service/maintenance history.
- •The garage that completed your vehicle’s service/maintenance should be able to provide you with paper copies. You can find out more here.
Even with careful driving and regular maintenance, a vehicle’s condition can deteriorate over time. This is known within the vehicle leasing industry as ‘fair wear and tear’, which is defined and governed by the BVRLA fair wear and tear guidelines.
Deterioration or fair wear and tear is not to be confused with damage which occurs because of specific events, for example, harsh driving, accident damage, incorrectly stowed items and/or driver negligence.
You’ll be charged for any damage outside of the BVRLA Fair Wear and Tear Guidelines. You can address this with your dealership or a reputable bodyshop ahead of your vehicle being collected.
Please be aware that, once the collection has taken place, the vehicle cannot be returned to allow for any repairs or rectification work to be carried out.
- •There is no cover for personal effects/goods/vehicles/boats or other waterborne craft on or in your vehicle/trailer.
- •If your vehicle is left in a ditch, standing on soft ground, or stuck in water or snow, the AA will endeavour to help but you may be charged.
- •The AA reserve the right to refuse assistance if you’re not present at the scene of the breakdown or accident.
- •Rental cover: MPVs, 4x4s, minibuses, vans, etc. with auto transmission are difficult to hire, so can’t be guaranteed.
- •Rental cover: The AA can’t guarantee replacement vehicles with a tow bar, so caravans or trailers may have to remain with your vehicle to be recovered.
- •Replacement roof boxes, personal belongings, vehicles, boats or other waterborne craft cannot be arranged.
Subject to obtaining our prior approval, certain exterior modifications to a vehicle may be permitted on a case-by-case basis, including:
- •Vehicle wraps
- •Window tinting
- •Sprayed wheel alloys
When you return the vehicle to us you must ensure that either:
- •The modification has been professionally removed and any damage repaired; or
- •The modification on the vehicle remains to a professional standard if kept on the vehicle (vehicle wraps must be professionally removed prior to returning the vehicle with any damage repaired)
- •Keep your fuel topped up in case of unexpected delays.
- •Before you set off, check all lights to make sure your car is visible in poor weather conditions.
- •Test your battery: battery power can drop as the temperature drops which could leave you stranded.
- •Don’t set off until your windows are clear of ice, water and mist and you have full visibility.
- •Use an ice-scraper, de-icer and chamois sponge to help.
- •Allow plenty of extra time for your journey.
- •Ensure you know the route or have a way to charge your Satnav, if needed.
- •Try to ensure your route follows major, well-worn roads, benefitting from better lighting and gritted surfaces.
This list is not exhaustive and you should ensure that your vehicle is properly maintained in line with the terms of your agreement. You can find further information about maintaining your vehicle here.
For example, if your vehicle’s service interval is either 12 months or 15,000 miles, the service will be due at 12 months, even if your vehicle has not done 15,000 miles since the last service. Please note that this is an example only and service intervals vary from vehicle to vehicle.
Please be aware that failure to service your vehicle at the required intervals may invalidate the manufacturer's warranty and you may incur charges at the end of your contract when returning the vehicle. Find information about end of contract charges here.
If you’d like to return the vehicle to us, you’ll need to contact us to arrange a suitable day for your vehicle to be collected. You’ll need to pay a collection fee of £90 plus VAT, which will be deducted from the proceeds of the sale. You can find guidance on booking your collection here.
Once the vehicle has been collected, we’ll arrange for the vehicle to be sold at auction. Your balloon payment (where relevant), if not already paid, along with any other outstanding balances, will be taken from the proceeds of the sale.
The vehicle will be sold on a ‘sold as seen’ basis. As the vehicle will be sold at auction, there’s no guarantee of what the vehicle will be sold for, but we’ll try our best to source the most viable auction available. We’ll then refund any balance due to you. If the vehicle is sold for a figure lower than the amount owed, you’ll need to pay the shortfall balance.
Please be aware that any balance refund due can take up to 14 working days to display in your bank account.
Please note: this time frame may be increased in certain circumstances. If you have not received an expected refund after 14 working days, please contact us on 0345 250 0000 or by completing the online form here. Please include your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your Account Reference number here.
- •Standard/Slow: Up to 3 kilowatts (kW) of AC charge. These can usually charge a BEV in around 6 to 12 hours
- •Fast: Between 7kW and 22kW (AC). These can usually fully charge a BEV in around 2 to 10 hours
- •Rapid: Between 25kW and 99kW (DC). These can usually charge a BEV up to 80% in about 1 to 1.5 hours
- •Ultra-Rapid: 100kW and over (DC). These can usually charge compatible BEVs up to 80% in less than an hour
- •Three-pin socket: You can also use a common three-pin socket as an emergency ‘back-up’, allowing for emergency charging when a BEV charge point isn’t available
How far a Battery Electric Vehicle (BEV) can travel on a fully charged battery is referred to as the BEV’s range.
The range of your BEV will depend on many factors and varies depending on the BEV make and model.
Factors that can affect the range include:
- •Battery size - larger batteries may take longer to charge.
- •Driving speed - driving fast or aggressive accelerating will decrease the range
- •Temperature - if it is cold outside or in extreme heat, the battery will lose some range
- •Electrical-powered features - using the heating/air conditioning or other electrical-powered features while driving the BEV will draw power from the battery and reduce the range
This depends on the type of vehicle you have and where your vehicle is registered:
- •Cars and vans registered in mainland UK – the first MOT will be due three years after your/your company vehicle’s registration date
- •Cars registered in Northern Ireland – the first MOT will be due four years after your/your company vehicle’s registration date
- •Vans registered in Northern Ireland – the first MOT will be due three years after your/your company vehicle’s registration date
- •Mini-buses registered in both mainland UK and Northern Ireland – the first MOT will be due one year after your/your company vehicle’s registration date
- •Ambulances registered in both mainland UK and Northern Ireland – the first MOT will be due one year after your/your company vehicle’s registration date
We can’t send reminders if we’re not the registered keeper of your vehicle, but you can sign up to receive MOT text message reminders from GOV.UK here.
You can find guidance on who’s the registered keeper of your vehicle here.
It’s recommended that you research the BEV facilities available, both on your route and when you arrive at your destination.
There are over 150,000 public charging points across Europe and, as with the UK, there are many different network providers. You can use apps such as Plug Share or Chargemap to find information such as:
- •Charging point locations
- •Charging point connector types
- •Charge speeds
- •Payment methods
You can check the status of your vehicle’s MOT here.
Please be aware that the registration date of your vehicle may be earlier than the date you received the vehicle.
A vehicle can fail its MOT if the test identifies any problems that are considered dangerous or major. If your vehicle has failed its MOT, you can still drive it, providing the previous MOT has not yet expired and/or the reason for the failure is not considered dangerous.
If your vehicle’s previous MOT has expired and/or the reason for the recent failure is considered dangerous, you should not drive your vehicle until the relevant work has been completed, and your vehicle has passed the MOT retest.
Without maintenance package
You’ll need to arrange for the required work to be carried out and cover the cost of this work.
Once the required work has been completed, you’ll need to arrange for the vehicle to have a new MOT test completed.
With maintenance package
We’ll support you with getting the required work completed and arranging an MOT retest. We’ll cover the cost of the retest and the cost of any work required, providing the repairs are not due to damage, misuse or neglect of the vehicle.
The authorised garage carrying out your MOT will contact us for this to be arranged.
If any repairs are required due to damage, misuse or neglect they won’t be covered under the maintenance package, so you’ll need to cover the cost. You’ll be advised of this by the authorised garage completing the MOT.
You can request a copy of your contract here.
There are multiple different charging connectors available. The type of connector your BEV uses will depend on the make and model of your BEV.
BEVs are designed to be structurally robust with many safety precautions, including multiple airbags and crumple zones to absorb impact. As there is no need for an internal combustion engine or related components, the extra space should make it safer for the driver and passengers.
There are also measures in place to help prevent battery fires. The battery itself is protected against external damage and located away from potential impact areas. A safety system is in place which should automatically isolate the battery in the event of substantial impact. If such an event were to occur, the BEV’s sensors should detect the level of impact and disconnect the power.
Last chance to book your collection
- •Last opportunity to book a collection if you haven’t already. We need at least 5 working days’ notice before the date your agreement ends.
- •Make sure your vehicle has a valid MOT, it must be in place on the day of collection.
The information below illustrates indicative repair costs that you may be charged, for any damage identified on your car that exceeds the fair wear and tear standard according to the BVRLA.
Prior to your contract end date, we advise that you decide if you want to repair any damage to the vehicle before it is returned. You should read carefully any internal policy your company or fleet contact may have provided relating to damage incurred to the vehicle and how it will be recharged.
Indicative repair costs for passenger cars
Component Condition Indicative Costs:
- •Roof and sill panels scratched, dented, chipped - up to £250 where any damage has occurred.
- •Exterior body panels (excluding the above) scratched, dented, chipped - up to £250 where any damage has occurred.
- •Spare key/key card missing average charge - up to £300 per missing spare key.
- •Alloy wheel (standard/polished) gouged, scuffed, chipped - up to £80 per alloy.
- •Windscreen chipped - up to £50.
The below are charged at the manufacturer recommended retail price:
- •Seat holed, burned.
- •Charging Lead broken, damaged, bent/snapped.
Please Note: These charges are exempt from VAT.
These are indicative costs, as damage and repair charges can vary dependent on size and nature. All damages will be assessed against the BVRLA fair wear and tear guidelines, found here, and our internal recharge policy.
Any damage that is not suitable for repair based on the severity, will have a full replacement charge applied alongside any relevant representative labour costs. This is likely to result in an increased cost.
The indicative costs are accurate at time of publication and may be subject to change.
Please call us on 0345 250 0000 or complete the online form here. Please include either your account reference number or vehicle registration number or have these details to hand when you call. You can find guidance on how to find your account reference number here.
You can find guidance on what to do at the end of your contract when you have a vehicle with advertising/logos here
One of the most important items to pack when driving in winter conditions is a fully charged mobile phone. Check you have a copy of your breakdown provider’s phone number, in case you require their assistance.
Pack a winter emergency kit, in case you get stuck. Here’s what to include:
- •Hi-vis jackets
- •Warm clothing and blankets
- •Food and drink
- •A first-aid kit
- •A small shovel
If your vehicle’s service is due, this should be completed before the vehicle is collected. If the service isn’t due until after your vehicle is collected, you don’t need to have the service completed.
You’ll need to make sure that your vehicle’s service book, if it has one, is completed and up to date.
We recommend checking your vehicle’s tyres at least once every 2 weeks to ensure that they remain safe and road legal.
When inspecting your tyres, you should check the following:
- •Tyre pressures
- •Tyre tread depth
- •External damage
If you’d like to return the vehicle to us, you’ll need to contact us to arrange a suitable day for your vehicle to be collected. You’ll need to pay a collection fee of £90 plus VAT, which will be deducted from the proceeds of the sale. You can find guidance on booking your collection here.
Once the vehicle has been collected, we’ll arrange for the vehicle to be sold at auction. Your balloon payment (where relevant), if not already paid, along with any other outstanding balances, will be taken from the proceeds of the sale.
The vehicle will be sold on a ‘sold as seen’ basis. As the vehicle will be sold at auction, there’s no guarantee of what the vehicle will be sold for, but we’ll try our best to source the most viable auction available. We’ll then refund any balance due to you. If the vehicle is sold for a figure lower than the amount owed, you’ll need to pay the shortfall balance.
Please be aware that any balance refund due can take up to 14 working days to display in your bank account.
Please note: this time frame may be increased in certain circumstances. If you have not received an expected refund after 14 working days, please contact us on 0345 250 0000 or complete the online form here. Please include your vehicle registration number or account reference number in the form or have these details to hand when you call. You can find guidance on how to find your Account Reference number here.
If you’d like further details about this option, please contact us at customerrelations@aldautomotive.com or call us on 03700 011 181. You’ll need to include both the vehicle registration number and your account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
This information may also be printed on the driver’s door or on the inside of your vehicle’s fuel flap.
You can also use Kwik Fit’s tyre pressure search here.
Lease Purchase agreements include a Final Instalment (a type of balloon payment) and an Option to Purchase fee. If your business would like to become the owner of the vehicle, they’ll need to pay both final payments. The value of your Final Instalment and Option to Purchase fee can be found in your business’s agreement.
Carry out final checks
- •Remove all personal belongings and clear any data from the onboard sat nav, phone, or entertainment system. Please ensure you remove any active subscriptions. You can find more information about what you need to remove here.
- •Send us your proof of service history/maintenance. You can find guidance on returning these documents here.
- •Replace any items you’ve removed from the vehicle. You can find guidance on what you need to return here.
- •You’ll receive a text from the collection agent to check you’re still happy with the collection date and location.
In addition, an ‘aborted collection fee’ may be applicable if the vehicle is not roadworthy and additional collection transport needs to be arranged.
You may also be charged per missing service if your vehicle’s service history record is found to be incomplete.
If you need a third-party letter to allow you to request a copy of a fine, please contact us at vehicleadministration@ayvens.co.uk or call us on 0345 245 0000 and we’ll be happy to assist. You’ll need to include your vehicle registration number and account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
- •Wear comfortable, flat-soled shoes for driving so your feet don’t slip on the pedals.
- •Move off in second gear - this will reduce wheel slip.
- •Drive slowly and keep your distance from other vehicles.
- •Try to avoid braking - if you must use your brakes, apply them gently.;
- •If you start to skid, ease off the accelerator but do not brake suddenly.
- •If you get stuck in snow or ice, straighten the steering wheel, and clear any snow from the wheels;
You should arrange for your tyres to be replaced before they reach this limit, as failure do to so could result in a fine and/or penalty points on your driving licence.
You can find guidance from Kwik Fit on how to check your vehicle’s tyre tread depth here.
You can transfer payments directly to our bank account using the below details:
- •Sort Code: 30-80-12
- •Account Number: 13840260
- •Bank Account Name: LEASEPLAN UK LTD
Please use either your vehicle registration number or account reference number as the payment reference when completing the transfer. Then we can promptly allocate the payment to your account. You can find guidance on how to find your account reference number here.
Please allow up to 3-5 working days for your payment to reach us and be allocated to your account.
Please use either your vehicle registration number or account reference number as the payment reference on the back of your cheque. Then we can promptly allocate the payment to your account. You can find guidance on how to find your account reference number here.
Please allow up to 10 working days for your cheque to clear.
1. Finance Lease with Balloon – A lease where you pay an initial payment with fixed monthly payments for the primary term of your contract, followed by a balloon payment/lump sum at the end of the primary term contract. The value of your balloon payment can be found in your agreement. You can request a copy of your contract here.
2. Finance Lease (Fully Amortised/Without a Balloon) - A lease where you’ll pay an agreed initial payment followed by fixed monthly payments for the primary term of your contract with NO balloon/lump sum. This means that all the finance provided is paid back through the initial payment and fixed monthly payments, and no balloon payment is due.
If you need a third-party letter to support you with contesting a fine, please contact us at vehicleadministration@ayvens.co.uk or call us on 0345 245 0000 and we’ll be happy to assist. You’ll need to include your vehicle registration number and account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
If you experience any difficulty updating the driver details directly with the issuing authority, please contact us at vehicleadministration@ayvens.co.uk or call us on 0345 245 0000. You’ll need to include your vehicle registration number and account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
You’ll need a third-party letter from us to provide to the issuing authority. This letter gives our permission, as the registered keeper, for the issuing authority to speak directly to you. A third-party letter does not guarantee that the issuing authority will accept your appeal.
If you need a third-party letter to allow you to request a copy of a fine, please contact us at vehicleadministration@ayvens.co.uk or call us on 0345 245 0000 and we’ll be happy to assist. You’ll need to include your vehicle registration number and account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
If you need a third-party letter to support you with contesting a fine, please contact us at vehicleadministration@ayvens.co.uk or call us on 0345 246 0000 You’ll need to include your vehicle registration number and account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
Yes, please contact us at vehicleadministration@ayvens.co.uk or call us on 03700 011 181 to advise us.
Please include the below information in your email or have it to hand when you call:
- •Vehicle registration number
- •Account reference number. You can find guidance on how to find your account reference number here.
- •The date the fine was issued
- •Fine amount
- •Fine reference number
We’ll contact the issuing authority to obtain a refund. Once the refund reaches us, we’ll credit your account/issue a refund accordingly, including any administration fees that have been charged.
If you have a Hire Purchase agreement (which includes a Personal Contract Purchase agreement), Contract Purchase agreement (applicable to companies, limited liability partnerships or partnerships with more than three partners) or Lease Purchase agreement with Ayvens, your contract will include an ‘Option to Purchase’ fee. If you’d like to take full ownership of the vehicle, you’ll need to pay all the payments due under the agreement, including the ‘Option to Purchase’ fee. This fee, once paid, transfers ownership of the vehicle from Ayvens to you.
‘Option to Purchase’ fees are set at a nominal amount and are separate to any balloon payment or ‘Optional Final Payment’ included in your contract. They are due for payment at the same time as your final payment under the agreement. The value of your ‘Option to Purchase’ fee can be found in your agreement.
- •Pre-heat your vehicle - start your vehicle at least 30 minutes before unplugging it from the charging point, this will warm up the car without depleting the battery
- •Check where the nearest charging points are on your journey, so you don’t get caught out with low range
- •Drive smoothly - brake carefully and accelerate slowly to avoid losing traction
If you identify any issues when checking your tyres, you should arrange for your tyres to be checked by a professional.
The value of your Final Instalment and Option to Purchase fee can be found in your business’s agreement. You can request a copy of your contract here.
If your agreement is covered by the CCA and you’d prefer not to pay the Option to Purchase fee, you can arrange to return the vehicle to us instead. Please refer to ‘How do I arrange to hand my Lease Purchase vehicle back?’ for further information.
Depreciation is the term used to refer to a fall in a vehicle’s value over time. It’s the difference between the vehicle’s value when it’s brand new and its current market value. The rate of a vehicle’s depreciation is impacted by several factors, including:
- •Mileage
- •Age
- •Any new models introduced to the market
Type 1 connectors are only suitable for Alternating Current (AC) slow and fast charging, they aren’t suitable for rapid charging. If your BEV uses a Type 1 connector, you should be able to use an adapter to charge your BEV at untethered public charging points. An untethered charging point does not have a permanently attached cable.
We’re not able to book your collection for a specific time.
Our collection agent will contact you the working day before your vehicle’s scheduled collection date to confirm your collection details. They’ll also ask their inspectors to contact you on the day of your collection, at least 1 hour before they arrive.
We’ll be named as the ‘grantee’ on the retention document, which means that the plate will be registered to our name. We have no financial or personal interest in the plate and all rights to the plate will remain yours. If you’d like us to provide a letter stating we have no financial or personal interest in your cherished plate, please let us know.
We’ll return the retention document to your confirmed address via recorded delivery, with the grantee section signed to enable you to assign the plate to another vehicle. You’ll then be able to fill out a V317, which will put the plate back in your name
There’s also the option to add your name to the ‘nominee’ section on the retention document. If you’d like us to add your name as the nominee, please let us know. We can send the retention document to the DVLA to add your name once received. Please be aware that this will delay the retention document being sent to you due to the DVLA’s timescales.
Type 2 connectors are suitable for slow and fast charging, and in some cases can be used for rapid charging. You’ll need to check if rapid charging through a Type 2 connector is compatible with your specific BEV.
CHAdeMO connectors require two separate connection points, one for slow/fast charging using either a Type 1 or Type 2 connector and one for rapid charging.
If you choose for us to remove your plate online, we’ll pay the £80 cherished plate retention fee to the DVLA and send you an invoice.
If you choose for us to remove your plate using the paper V317 form, you can either provide us with a cheque for £80 payable to DVLA Swansea, or we can issue the cheque on your behalf and send you an invoice.
Please either call us on 0345 250 0000 or email us at vehicleadministration@ayvens.co.uk, stating that you’d like to remove your cherished plate using the online process.
Please have the below information to hand when you call or include these details in your email:
- •Your vehicle’s registration number
- •The address for your retention document to be sent
- •If you’d like us to arrange for the DVLA add you as a nominee once we receive your retention document
Please be aware that if your email comes from an email address not currently registered to your account, we will need you to complete some data verification questions.
You can fill out the V317 form here.
Fill out the part labelled ‘Option B’ on the V317 form, noting the private plate registration at the top and the Grantee details in section 4.1. The Grantee details will be the name and address for the retention document to be assigned to.
You can email this to us at vehicleadministration@ayvens.co.uk.
Please include the below details in your email:
- •Your vehicle’s registration number
- •A scanned copy of your V317 form
If you'd like to pay the retention fee by cheque, please write your cheque out to DVLA Swansea, ensure you write your vehicle’s registration number on the back of the cheque and forward your V317 and cheque to:
Vehicle Administration
Ayvens
Oakwood Drive
Emersons green
Bristol
BS16 7LB
We’ll notify you to advise when you should add your age-related number plates back onto your vehicle. You’ll then have three days to arrange for the age-related plate to be added to the vehicle.
If you no longer have the physical age-related plates, you’ll need to have new plates made. To do this, you’ll need a copy of the authorisation certificate or a copy of your vehicle’s logbook. If this is required, please contact us to request the documents at vehicleadministration@ayvens.co.uk.
At the beginning of your agreement, we calculate the estimated residual value of your vehicle. We use the expected rate of depreciation for your vehicle to help us with this. Some vehicles depreciate at a slower rate than other vehicles, meaning the residual value is likely to be higher. This will be reflected in your monthly payments under your agreement.
Depreciation in a vehicle’s value is also taken into consideration when we calculate any fees that may be due if you request to return your vehicle early. At the start of your agreement, the value of the vehicle depreciates at a faster rate than at later points in your agreement. This means that you may not have paid enough to cover the cost of the depreciation. This is taken into consideration when calculating any charge associated with early termination of your agreement. You can request a copy of your contract here.
You can find out more about residual values in the FAQ below.
When it’s not possible for a comprehensive inspection to take place at the time of collection (for example because of adverse weather, poor lighting or vehicle cleanliness), the inspector will only carry out a high-level appraisal and mileage check of your vehicle. They’ll then take the vehicle away to a de-fleet centre. At the de-fleet centre, it will undergo its full inspection against BVRLA Fair Wear and Tear standards within controlled conditions.
This comprehensive inspection aims to capture all damage and details relating to the vehicles age, mileage, service history and condition.
The BVRLA fair wear and tear guidelines can be found here.
Please allow sufficient time prior to the end of your agreement should you require to carry out any repairs before returning your vehicle.
It’s advisable for any damage to be repaired as soon as possible after it is identified. This is particularly important to avoid windscreen chips developing into cracks or when the paintwork is damaged and likely to corrode further if left unchecked.
Yes, but you’ll need to notify us by email that you want to relinquish your rights to your cherished plate. We won’t be able to book a collection for your vehicle until we have received email confirmation that you want to relinquish ownership of the cherished plate.
We recommend removing your cherished plate from your vehicle before handing it back to us, even if you no longer want to use the cherished plate. Once the cherished plate is removed and on retention, you’ll have the rights to the plate and can sell it or hold on to the retention certificate in case you’d like to use the plate again in the future.
We won’t purchase your cherished plate from you or your company.
To advise us that you wish to relinquish ownership of your cherished plate, please email us at vehicleadministration@ayvens.co.uk. You’ll need to include your vehicle registration number (your cherished plate number) and account reference number in your email. You can find guidance on how to find your account reference number here.
Your vehicle will either have:
- •Run flat tyres;
- •A spare tyre; or
- •A tyre inflation kit
Run flat tyres are increasingly becoming manufacturers’ preferred solution for punctures.
Run flat tyres save space in your vehicle’s boot, as there’s no need for a spare tyre or a tyre inflation kit.
Having run flat tyres also means that you don’t have to worry about changing a tyre or using a tyre inflation kit at the roadside.
Your vehicle’s manual will include information on the kind of tyres your vehicle is fitted with.
If your vehicle was supplied with run flat tyres, you’ll need to ensure that any replacement tyres are also run flat tyres.
When we calculate the residual value of your vehicle, we consider the agreed annual mileage and the term of your agreement to help us estimate the depreciation in value of the vehicle over the length of your agreement. This resulting figure is the residual value of the vehicle.
Most vehicles have a Tyre Pressure Monitoring System (TPMS), which will alert you if your tyres lose pressure, indicating that there may be a puncture.
If your vehicle’s TPMS alerts you to a loss of tyre pressure, you shouldn’t continue with normal driving and arrange for your tyres to be inspected by a professional before you continue using the vehicle as normal. Driving with a punctured run flat tyre for over 50 miles or at speeds of over 50 miles per hour can cause damage to your vehicle.
You can fit winter tyres at your own expense, but you’ll become responsible for ensuring the current tyres are stored and kept safe while removed. This includes accepting liability for lost or damaged tyres. You’ll also be responsible for all storage and refitting costs, as well as ensuring that the standard tyres are refitted ahead of returning your vehicle to us.
The most common reason for a default is not keeping up with the monthly payments, but failing to meet any of the terms and conditions outlined in your agreement is considered a default.
You can find information about some of the restrictions on how you can use your vehicle here.
All terms and conditions are outlined in your agreement. You can request a copy of your contract here.
If you have concerns about debt, it can be helpful to seek independent advice. You can find details of independent support organisations offering free, impartial advice here.
We’ll review the inspection report. Any items that fall within the BVRLA Fair Wear and Tear limits will not be charged.
The inspection report is not a final invoice, items that exceed the Fair Wear and Tear limits will result in us sending you an invoice detailing how much the charges will be.
If you have a query relating to vehicle appraisal invoices, please contact us at uk-disposals@aldautomotive.com.
You’ll also be invoiced for any excess mileage charges and any missing items.
- •Book a collection at a location of your choice (within mainland UK and Ireland) before the date your contract ends. You can find further information on how to book your vehicle’s collection here.
- •Check your vehicle against the British Vehicle Rental and Leasing Association (BVRLA) Fair Wear & Tear guidelines.
- •Decide whether to repair any damage that falls outside of these guidelines.
- •Take note of the items you must return along with your vehicle. You can find information on what needs to be returned with your vehicle in ‘What items do I need to return with my vehicle?’.
- •Ensure your vehicle has a valid MOT for the date of collection. You can find information about when your vehicle’s MOT will be due here.
- •If your vehicle has a cherished plate, it’ll need to be removed ahead of collection. You can find out more about removing a cherished plate from your vehicle here.
If you’re not able to remove your cherished plate from your vehicle ahead of collection, please email us at vehicleadministration@ayvens.co.uk or call us on 0345 250 0000 so we can discuss the available options.
You’ll need to include your vehicle registration number (your cherished plate number) and account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.
We won’t be able to book a collection for your vehicle until your cherished plate has been removed.
The cost of fluids (including anti-freeze) required in-between services isn’t included in your finance agreement or maintenance package.
The cost of AdBlue isn’t included in your finance agreement or maintenance package.
They’re made from an intermediate rubber compound that provides good grip on warm dry roads, but also won't harden in cold weather.
We’ll investigate and, where applicable, credit your account/issue a refund accordingly, including any administration fees that have been charged.
- •Delete all personal data stored in the vehicle (e.g. phonebook, sat nav locations, via any connected vehicle services) and erase any personal data from documents including service history (e.g. names, addresses, bank card number).
- •Remove and terminate your access to the vehicle through any connected vehicle service/app.
- •Ensure all personal belongings are removed from the vehicle.
- •If you’ve had a tracker fitted to your vehicle, this must be removed or deactivated. If this isn’t done prior to collection, it may be possible to make arrangements with the relevant de-fleet site, however any removal and collection of the tracker unit will remain your responsibility.
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This depends on if you have a maintenance package included in your agreement. You can find out more below:
Without maintenance package
Your agreement doesn’t include the replacement of tyres, batteries and exhausts. You’re responsible for all costs for maintaining your vehicle and must settle these costs directly.
You must also return the vehicle with all tyres, including the spare wheel, meeting legal guidelines.
With maintenance package
Tyre replacement can be arranged. Please call 0345 245 0000 and select the relevant option if you would like to book a tyre change.
They may require the full tyre size and make of tyre currently fitted (i.e. 205/55 R 16 98T (load index must be included).
The cost of replacing items such as high-quality tyres, batteries and exhausts caused by fair wear and tear are covered within your agreement, unless they have been specifically excluded.
You must also return the vehicle with all tyres, including the spare wheel, meeting legal guidelines.
If your original tyres are not worn below 1.6mm, or are partially worn, we won’t be able to cover the replacement under your maintenance agreement.
When your tyres are due to be replaced, our tyre supplier will need to contact us and request that we approve the fitting of all-season tyres.
All-season tyres aren’t available in all sizes, so it may not be possible to fit them to your vehicle. Our tyre supplier will be able to advise you further. For more information on replacing your vehicle’s tyres, please see ‘How do I arrange for my tyres to be replaced if I have a maintenance package included in my contract?’.
If we can locate items left in the vehicle, it’ll be your responsibility to collect them or to arrange for them to be sent to you, including covering any delivery costs.
If you decide to add winter tyres, you’ll need to replace these before your vehicle is returned to us, but we’re happy for your vehicle to be returned with all season-tyres fitted.
Without maintenance package
Damage cost is rechargeable.
With maintenance package
Replacement items due to damage or misuse may be rechargeable. Please consult your agreement to find out any further details on this and the full list of what’s included.
For company car drivers, we recommend asking your company’s fleet manager to look over this information.
Your service history needs to be provided prior to the collection of the vehicle. Please send your service evidence to servicereturns@ayvens.com for one of our team members to review.
- •Please ensure that your vehicle registration is the subject of your email, not including spaces in your registration (e.g. AB12CDE).
- •Please attach your service history evidence to your email, unfortunately we are unable to accept weblinks
- •When providing proof, the required information is the date/s, mileage/s, and location/s of the conducted service/s.
- •When receiving proof of servicing, copy invoices from the service provider, images of entries in the service logbook and digital service record print outs are all acceptable.
- •You can find guidance on how to print your vehicle’s digital service records in the manufacturer’s handbook, which should be in your vehicle’s glove box. Alternatively, you can contact your vehicle’s manufacturer.
- •If you’re providing proof of the service logbook, please ensure that the service centre has stamped it and evidence of this is included.
- •The accepted file types are PDF, JPEG, and PNG.
- •When your service history proof has been processed in accordance with our specifications, you’ll receive a confirmation email.
- •All keys, including spare keys.
- •Vehicle tools, including tyre inflation kits and locking wheel nut.
- •Satellite navigation disks or cards (if applicable).
- •Parcel shelves and headrests.
- •Charging cables for electric vehicles (if applicable).
You can find guidance on who holds the V5C for your vehicle here.
If you hold the V5C, please complete the ‘selling, transferring or part-exchanging a vehicle to a motor trader’ section. This is section 9 on old style V5C documents and section 4 on new style V5C documents.
Please send the whole document, ensuring that the “New Keeper” section (section 6) is attached, as soon as your vehicle has been collected to:
Remarketing Support,
ALD Automotive, Oakwood Drive,
Emersons Green,
Bristol
BS16 7LB.
If you’d like to return items other than service history (e.g. keys, locking wheel nuts, satellite navigation SD cards, parcel shelves, head rests etc), they’ll need to be posted or taken to the relevant de-fleet centre. Please call us 0345 250 0000 and we’ll advise you of the details for the relevant de-fleet centre.
You’ll need to provide us with proof of delivery/handover of these items so that we can review any charges.
Please be aware that if your vehicle has been sold, we won’t be able to refund any charges for any missing items, including missing service history.
Please be aware that if your vehicle has been sold, we won’t be able to refund any charges for any missing items, including missing service history.