FAQ

Dear customers, please note that we are currently receiving a very large number of enquires and calls. We are doing our very best to work through these as quickly as we can, however it will likely take longer than usual for us to come back to you and we thank you for patience and understanding.

In the meantime, we have prepared a dedicated list of FAQs to help answer some of your questions along with relevant contact details.

Moreover, our usual FAQ area remains at your disposal to clarify all your doubts about long-term rental and the management of your car and your contract.

IS THE LEASYS OFFICE STILL OPEN?

Our offices are slowly starting to reopen, whilst ensuring that the welfare and safety of our employees are kept as a priority, following Government guidelines.

 

IS IT POSSIBLE TO ‘FREEZE’ MY FINANCE CONTRACT OR REQUEST A PAYMENT HOLIDAY?

If you are concerned about Coronavirus (COVID-19) and how it may affect you financially, we are here to discuss your needs and the available options we may be able to offer you. If your income or the income of other members in your household has been affected, we have a range of options to help you including the option to freeze 2 or 3 months payments according to your needs and specific circumstances, without being considered to be in arrears.

Please contact our Collections Team by calling 03445 614 611 followed by option 1/option 1 (Monday to Friday, between 9am and 5.30pm) or email collections.uk@leasys.com.

Please do not amend or cancel your Direct Debit.

 

WILL MY CREDIT FILE BE IMPACTED AS A RESULT OF THE COVID-19 SITUATION? 

We are putting in place some exceptional measures in order to support customers affected by this unprecedented circumstances through a payment holiday system that will be managed on a case by case basis. As a result, these temporary payment freeze measures will ensure that your credit file won’t be impacted.

If you are concerned about Coronavirus (COVID-19) and how it may affect you financially, we are here to discuss the help we may be able to offer you. Please contact our Collections Team by calling 03445 614 611 followed by option 1/option 1 (Monday to Friday, between 9am and 5.30pm) or email collections.uk@leasys.com.

 

I CAN’T AFFORD TO PAY FOR MY VEHICLE. CAN I END MY CONTRACT?

Yes, you can by contacting our Operation Team on 03445 614611 followed by option 1/option 2 (Monday to Friday, between 9am and 5.30pm) or email operations.uk@leasys.com. They will provide you with an early termination quote if you provide your current mileage. Before you terminate your contract we are here to discuss your needs and the available options we may be able to offer you.

I NEED TO RETURN MY VEHICLE. WHAT SHOULD I DO?

Our vehicle collection services have restarted following Government guidelines. If you wish to return your vehicle to us, we can arrange this for you. For further details, and to discuss your specific situation, please phone our Operation Team on 03445 614611 followed by option 1/option 2 (Monday to Friday, between 9am and 5.30pm) or email operations.uk@leasys.com.

Please note, if you do not wish to keep the vehicle, contact us to arrange delivery to the location we identify that is still operating in the current circumstances. Alternatively, we are happy to support you and arrange for your vehicle to be collected by our supplier, however please note this will incur a cost of £139. Please do not arrange to collect your vehicle if you are experiencing any symptoms of COVID-19, or if you are in daily contact with anyone in a high-risk group.

 

MY CONTRACT IS ENDING. WHAT SHOULD I DO?

We have various options available to you, and in particular:

-                If you want to keep using the vehicle, we can offer you an informal extension with certain advantageous terms.

-                If you want to purchase the vehicle, please let us know and we will provide an advantageous price.

-                If you are not happy with the previous options, then we will ask you to keep the vehicle in good conditions and insured in a safe place, where possible (e.g. garage) and to contact us to discuss the return options, where you can deliver your vehicle to one of our designated delivery locations. Alternatively, we are happy to support you and arrange for your vehicle to be collected by our supplier, however please note this will incur a collection fee of £139. Please do not arrange to collect your vehicle if you are experiencing any symptoms of COVID-19, or if you are in daily contact with anyone in a high-risk group.

To discuss options available to you in more details, please phone our Operation Team on 03445 614611 followed by option 1/option 2 (Monday to Friday, between 9am and 5.30pm) or email operations.uk@leasys.com.

ARE ALL DEALERSHIPS CLOSED?

We have started to take action to move forward with all vehicle showrooms now reopening their doors across the UK. The welfare and safety of our retailers and customers remains our first priority.  Following Government guidelines, protective measures have been put in place within showrooms to provide a seamless customer journey whilst protecting our customers and staff. Please contact our Sales Support Team on 03445 614611 followed by option 2 (Monday to Friday, between 9am and 5.30pm) or email salessupport.uk@leasys.com if you want to discuss the best available options. You can also visit your vehicle’s manufacturer website for full details or call your local retailer.

 

CAN I TAKE OUT A NEW VEHICLE CONTRACT WITH YOU NOW?

If you are hesitant to visit showrooms, some of our retailer network will continue to be contactable via digital remote-buying features. This includes video calls and contact-free buying service, you can choose and order a new vehicle safely from your home. Please contact our Sales Support Team on 03445 614611 followed by option 2 (Monday to Friday, between 9am and 5.30pm) or email salessupport.uk@leasys.com if you want to discuss the best available options. You can also visit your vehicle’s manufacturer website for full details or call your local retailer.

 

CAN I GET MY VEHICLE DELIVERED TO MY HOME?

Following Government guidelines, the retailer network across the UK are restarting the option for vehicle delivery. Please contact your local retailer to discuss options available.

 

WILL MY NEW VEHICLE BE DELAYED BY CORONAVIRUS?

Most manufacturers have resumed their productions. However, retailers and logistic companies are taking additional precautions to protect their staff which means if you have recently ordered a new vehicle, there may be a delay in delivering it to you.  Please contact your local retailer for further details.

 

MY ORDER HAS BEEN DELAYED. CAN I KEEP MY CURRENT VEHICLE FOR LONGER?

Yes, you can formally extend your contract. Please phone our Contracts Management Team on 03445 614611 followed by option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email contractsmanagement.uk@leasys.com.

 

CAN I BOOK A DEMONSTRATOR VEHICLE?

Due to the impact of COVID-19 government restrictions, retailers are unable to book any demonstrations at the moment. You may, however, be able to organise a video call or future appointment. Please contact your retailer to discuss options available.

IS IT SAFE TO TAKE DELIVERY OF A USED VEHICLE?

Our trusted retailer and broker will ensure that all their new and used vehicles stock will be subject to a thorough cleansing process and disinfection service before they’re delivered.

CAN I TAKE MY VEHICLE IN FOR A SERVICE?

Most of our retailers are now open for servicing, including routine servicing, though they may have to prioritise frontline Key workers. Please call your local retailer and they can advise further.

 

I CAN’T GET MY VEHICLE SERVICED. WILL THIS AFFECT MY WARRANTY?

While the precise details may vary, most manufacturers are adding extra miles and months to their service schedules, in order to give you the opportunity to get your vehicle serviced when lockdown is over while keeping your warranty.

Others will deal with warranty claims on a vehicle that has been serviced late, on a case-by-case basis.  Please use your manufacturer on-line booking facility to make a booking for a future time that is suitable. If this is not possible, please contact their Customer Services and register your concern directly with them. A case number will be provided which can be referred to for future reference.

I WOULD LIKE TO RAISE A COMPLAINT. WHO SHOULD I CONTACT?

We have 3 methods of contact: email: customer-relations@fcagroup.com, write to us at: Leasys UK Ltd,
PO Box 4590, Slough, Berkshire, SL1 0WU, or telephone us at: 0333 2071189

I WOULD LIKE TO EXTEND MY AGREEMENT. WHO SHOULD I CONTACT?

Please phone our Contract Management Team on 03445 614611 option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email contractsmanagement.uk@leasys.com.

I WOULD LIKE TO INCREASE THE MILEAGE ON MY AGREEMENT. WHO SHOULD I CONTACT?

Please phone our Contract Management Team on 03445 614611 option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email contractsmanagement.uk@leasys.com.

I WOULD LIKE TO CHANGE MY DIRECT DEBIT DATE. WHO SHOULD I CONTACT?

Please phone our collections team on 03445 614611 option 1 / option 1 (Monday to Friday, between 9am and 5.30pm) in order to request the change

I WOULD LIKE TO TRANSFER MY AGREEMENT TO ANOTHER PERSON/COMPANY. WHO SHOULD I CONTACT?

Please phone our Contract Management Team on 03445 614611 option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email contractsmanagement.uk@leasys.com.

WHO CAN DRIVE MY LEASYS VEHICLE?

Please contact your insurance company as it depends on the chosen policy coverage.

IS IT POSSIBLE TO DRIVE MY VEHICLE ABROAD?

Yes, but please notify us 10 days before you leave the UK in order to obtain the V103 (travel document) via post. Please email the drivers' names, the travel dates and the countries you intend on travelling to, to "contractsmanagement.uk@leasys.com" so we can issue the document. Please note that we will charge a fee of £11 plus VAT, per certificate.

WHERE CAN I FIND MY NEAREST DEALERSHIP?

Please visit your vehicle's manufacturer website.

DO I HAVE TO TAKE THE VEHICLE TO AN OFFICIAL DEALERSHIP TO HAVE IT SERVICED?

Yes, all Leasys vehicles have to be serviced using the authorised dealership network.

I RECEIVED A RECALL NOTIFICATION FOR MY VEHICLE. WHO SHOULD I CONTACT?

Please phone your dealership to book an appointment.

I'VE BEEN INVOLVED IN AN CAR ACCIDENT. WHO SHOULD I CONTACT?

Please contact your insurance company immediately. Then please contact our Operations department on 03445 614611 option 1/option 2 (Monday to Friday, between 9am and 5.30pm) in order to notify us about the accident.

MY VEHICLE BROKE DOWN. WHO COULD HELP ME?

Please contact the Leasys Driver Helpline on 03702 413727 option 1 (24/7/365).

I NEED TO CHANGE MY VEHICLE'S TYRES . WHO SHOULD I CONTACT?

If you have a Service/Maintenance/Tyres (S/M/T) plan with Leasys, please contact the Leasys Driver Helpline 03702 413727 option 2 (Monday to Friday, between 9am and 5.30pm) to book your appointment.

MY VEHICLE HAS BEEN STOLEN. WHO SHOULD I CONTACT?

Please notify your insurance company immediately, and give our email address operations.uk@leasys.com.

MY VEHICLE HAS BEEN DEEMED TO BE A WRITE OFF. WHO SHOULD I CONTACT?

Please notify your insurance company immediately, and give our email address operations.uk@leasys.com.

I HAVE RECEIVED AN INVOICE FOR A FINE/AN ADMINISTRATION FEE FOLLOWING A FINE. WHO COULD I ASK FOR FURTHER CLARIFICATION?

Please contact our Operations department on 03445 614611 option 1/option 2 (Monday to Friday, between 9am and 5.30pm) or email operations.uk@leasys.com for more details.

I RECEIVED A LETTER STATING THAT MY VEHICLE IS NOT INSURED. WHO SHOULD I CONTACT?

Please contact our Operations department on 03445 614611 option 1/option 2 (Monday to Friday, between 9am and 5.30pm) or email your insurance certificate to operations.uk@leasys.com.

COULD YOU PROVIDE A COURTESY CAR?

No, unfortunately we cannot provide you with a courtesy car as it is not part of your agreement.

I HAVE RECEIVED AN MOT REMINDER BUT MY CONTRACT HIRE AGREEMENT ENDS BEFORE THE MOT EXPIRES. DO I STILL NEED TO GET THIS DONE?

You do not need to get the MOT carried out if the MOT date expires after the vehicle is returned. If the MOT expires before the collection date you must have the vehicle MOT'd to enable the collection agent to pick up the vehicle. If your contract includes maintenance please contact the Leasys Driver Helpline on 03702 413727 option 3 (Monday to Friday, between 9am and 5.30pm) to book an appointment.

WHEN IS MY AGREEMENT DUE TO EXPIRE?

If you have not requested any contract duration modifications, your contract expiry date is the handover date plus the number of months of your agreement.

I NEED A COPY OF AN INVOICE/CREDIT NOTE. WHO SHOULD I CONTACT?

Please phone our Contract Management Team on 03445 614611 option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email invoicesupport.uk@leasys.com.

I RECEIVED AN INVOICE/CREDIT NOTE FROM LEASYS AND I WOULD LIKE FURTHER CLARIFICATION. WHO SHOULD I CONTACT?

Please phone our Contract Management Team on 03445 614611 option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email invoicesupport.uk@leasys.com.

I DO NOT UNDERSTAND WHICH INVOICES HAVE BEEN PAID FOR. WHO COULD HELP ME?

Please phone our Contract Management Team on 03445 614611 option 1/option 4 (Monday to Friday, between 9am and 5.30pm) or email invoice support.uk@leasys.com.

I MOVED HOUSE. WHO DO I HAVE TO NOTIFY OF MY NEW ADDRESS?

Please email contractsmanagement.uk@leasys.com with your registration number, previous and new address, so that we can update our records accordingly.

MY AGREEMENT IS DUE TO EXPIRE SOON. WHAT DO I DO IN ORDER TO GIVE THE VEHICLE BACK?

We will write to you prior to your contract expiry date, in order to arrange the inspection and collection of your vehicle.  Our agent will be in touch to arrange a convenient day for you to drop your vehicle to one of our designated auction sites or alternatively we can arrange to collect your vehicle for a collection fee of £139.

WHAT SHOULD I DO BEFORE THE COLLECTION DAY?

Please ensure your vehicle is roadworthy, has been fully maintained and serviced in accordance to the manufacturer's guidelines, it is clean and any damage has been repaired. For further details please refer to our Collection Guide found within the 'useful documents' page of this website.

WHO COULD PROVIDE A PRICE TO PURCHASE MY VEHICLE?

For a price to purchase, please email your vehicle registration and current mileage to email usedvehiclepurchases@leasys.com.

MY VEHICLE IS DUE FOR RETURN AND I HAVE ADVERTISING/LOGOS ON MY VEHICLE, WHAT SHOULD I DO?

Please have these professionally removed prior to collection. There will be an additional charge if the vehicle is returned with the advertising/logos still in place.

WHAT SHOULD BE RETURNED WITH MY VEHICLE?

All items that were provided with your vehicle on delivery should be returned. This includes, but is not exclusive to: spare keys, service book and manual. Any missing items will be charged.

I HAVE PERSONALISED PLATES ON MY VEHICLE. HOW DO I ARRANGE TO HAVE THEM TRANSFERRED TO ANOTHER VEHICLE OR REMOVED BEFORE COLLECTION?

Please email your retention certificate to leasys@hudsonkapel.com. The administration cost is £100 + VAT plus DVLA cost £80 incl. VAT.

I WOULD LIKE TO GIVE BACK MY VEHICLE BEFORE THE AGREEMENT END DATE, WHAT SHOULD I DO?

Please email the actual mileage and the date you would like to end your contract to contractsmanagement.uk@leasys.com.
Please note that an Early Termination Fee (40% of the remaining payment) plus excess mileage (allowance calculated on a pro-rata basis) will be applied.

I HAVE NOT HEARD FROM THE COLLECTION AGENCY REGARDING COLLECTING MY VEHICLE, WHAT SHOULD I DO?

Please contact our Operations department on 03445 614611 option 1/option 2 (Monday to Friday, between 9am and 5.30pm) or email operations.uk@leasys.com

I WOULD LIKE TO PROVIDE FEEDBACK REGARDING MY EXPERIENCE. WHO SHOULD I CONTACT?

We appreciate all forms of feedback to help us enhance your customer journey. Please email: info.uk@leasys.com

WHERE COULD MY VEHICLE BE SERVICED?

If your agreement includes Service/Maintenance/Tyres (S/M/T), please contact the Leasys Driver Helpline on 03702 413727 option 3 (Monday to Friday, between 9am and 5.30pm) to book your appointment. If your agreement does not include S/M/T, please book your appointment with your nearest dealership.

WHEN DOES LEASYS PAY A FINE/PENALTY CHARGE NOTICE (PCN)?

Leasys will transfer the liabiity into your name and it is your responsibility to pay the fine. Some fines are non transferable therefore Leays will pay and re-charge this amount back to you.

WHY HAVE I BEEN CHARGED AN ADMINISTRATION FEE ON TOP OF THE FINE?

We charge an administration fee of £15 + VAT for processing your fine as stated in the Terms and Conditions of your agreement.

I HAVE JUST SIGNED AN AGREEMENT WITH LEASYS AND I AM WAITING FOR THE DELIVERY OF MY VEHICLE. WHO COULD PROVIDE AN UPDATE?

Please contact your dealership who will be more than happy to assist you.

I CANNOT FIND THE SERVICE BOOK IN MY VEHICLE. WHO COULD HELP ME?

Please contact your dealership who will be more than happy to assist you.

THE SPARE KEY HAS NOT BEEN PROVIDED WITH THE VEHICLE. WHAT SHOULD I DO?

Please contact your dealership who will be more than happy to assist you.

IS IT POSSIBLE TO INSTALL AN ACCESSORY (E.G. SAT NAV, SKI RACK, ETC.) AFTER I HAVE RECEIVED MY VEHICLE?

Please contact our Operations Department on 03445 614611 option 1/option 2 (Monday to Friday, between 9am and 5.30pm) in order to get the authorisation. Please note that it will have to be removed prior to the vehicle collection and you will be responsible for costs and damages.