In Contract FAQs
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Customer FAQs

Here is a selection of frequently asked van leasing questions, covering both pre-delivery and post-delivery questions. If we haven't answered your question here, please get in touch. You can email customerservice@autorama.co.uk, call 01442 838192 or ask a question online.

Post-delivery questions

  • When do I need to pay my initial rental/payment?
    Your initial payment/rental will be taken from your bank by direct debit 7 to 10 days after delivery.
  • When will my monthly rentals/payments start?
    Future rentals/payments are taken monthly thereafter.

    What happens if my vehicle develops a fault or I break down?
    All vehicles come with a manufacture warranty which is usually for 3 years from registration. This will cover major mechanical components, but excludes wear and tear items.  All manufacturers also include 12 months of breakdown cover as standard (details found in the book pack in your vehicle).
  • Do I need to get the vehicle serviced?
    Yes, the vehicle needs to be serviced in accordance with the manufacturer's guidelines, usually once a year. Please refer to your service book to check your vehicle's service intervals.  If you have a Contract Hire agreement which includes maintenance you will need to book your vehicle in via the lease company's booking number.
  • Do I have to service the vehicle at a main dealer?
    You don't have to use a main dealer as long as the garage is VAT registered and uses genuine manufacturer parts.
  • What if there is damage to my vehicle?
    You don't need to report it to us or the leasing company. Just contact your insurance company to have the repair done, or use an authorised repairer to fix the damage. Please remember that any damage will affect the value of your vehicle so you may face damage changes if you have a Contact Hire agreement or negative equity if you have a Finance Lease agreement.
  • Can I sign write the vehicle?
    Yes.  We recommend that you use the vinyl type so it can be easily removed at the end of the contract.
  • Who is the vehicle registered to?
    All leased vehicles are registered to the leasing company for the duration of the lease; please contact us if you need a copy of the V5 (registration Certificate).
  • What happens if I get a parking ticket or speeding fine?
    This will be sent to you from the finance company along with an invoice for any fine incurred (administration fee which is around £35).  You should pay this as quickly as possible to ensure the fine does not increase by the authority issuing it.
  • Can I take my vehicle abroad?
    Yes.  There are some documents required from the leasing company, including a letter of authorisation.  Please contact us and we will be happy to obtain the documents for you.
  • Can I change my bank details?
    Yes.  This can be done directly with the leasing company, UNLESS you have changed your company type / legal status i.e. changed from being a sole trader to a Limited Company.  Please call us if that is the case as we will need to transfer the agreement to the new company.
  • What do I do if my mileage changes?
    We understand that circumstances change, and doing more mileage means you're hopefully doing more business!   As soon as you know this is likely to change please contact us and we can discuss your options with you.
  • I'm now VAT registered. How do I claim the VAT on my rentals back?
    Now that you are VAT registered, you can claim up to 100% of your VAT back when you complete your VAT return.  Your accountant or advisor can help you with this.
  • How do I get the vehicle taxed every year?
    The finance company will tax the vehicle on your behalf. If you have a Contract Hire agreement this is included in your contract. If you have a Finance Lease agreement this is charged to you and you will receive an invoice to pay.  From October 2014 the DVLA no longer issue paper discs to display. You can check the status of the tax on your vehicle here: www.vehicleenquiry.service.gov.uk.
  • I can't afford my monthly payments any more.  What do I do?
    The most important thing is to talk to us as soon as you can – please don't ignore the issue.  Please call us as soon as possible and we can talk over the situation with you and the leasing company to find a solution.
  • Can I put my private plate on my vehicle?
    Yes.  It is possible to put your plate on to the vehicle.  As the V5 (registration Certificate) is with the leasing company, they need the relevant documentation to complete the transfer.  Please call us and we can guide you through the simple process.

  • I've been involved in an accident, what do I do?
    In the first instance please notify your insurance company.  Give them the name of the finance company you are with so they can make necessary arrangements and notify the relevant parties.  If the vehicle is written off and you have purchased GAP insurance, please contact us.
  • Can I end my contract early?
    Yes, you can end a contract early; we will be able to obtain a settlement/termination figure for you from the finance company.
  • What if I need another vehicle?
    Please give us a call and we'd be happy to discuss a quote for a new vehicle. We supply all makes and models of vans, cars and pickups.

  • My agreement comes to an end very soon, what do I do?
    Our team will be in touch a few months before the end of your contract to discuss your options.  If you would prefer to contact us sooner we will be happy to help.
  • What if I need to make a complaint?
    The most important thing is to talk to us as soon as you can – Our Customer Support team are dedicated to resolving any problems or issues you may have, and they will be happy to help.

Pre-delivery questions

  • What if I have got a better quote from another company?
    Please email the written quote to enquiries@autorama.co.uk and we will be happy to look at it. We can usually beat any competitor quote, and in the rare event that we can't we will send you a £50 Trade Point voucher to thank you for considering us. All of our customers are covered under our unique Price Promise.
  • Where does my vehicle come from?
    Vehicles are provided by our main dealer partners from around the UK.
  • How will my vehicle be delivered?
    Your vehicle will be delivered free of charge, direct to a place of your choosing, anywhere in the mainland UK. In most cases vehicles will be delivered to you by road and will have delivery mileage when it arrives. This mileage is not counted towards your contract mileage.

  • What happens if I'm not happy with my vehicle when it arrives?
    If for some reason you are not happy with any aspect of your vehicle, such as a mistake with the specification or anything else for that matter, we promise to put this right to your satisfaction as quickly as possible. Please note it on the delivery note when you sign for the vehicle and let us know as soon as possible so we can rectify the situation.
  • Are all vehicles brand new?
    They are all brand new UK registered vehicles which are supplied by dealerships that we have strong long-term relationships with to ensure their service levels are the highest. We may occasionally have special offers on pre-registered vehicles which can be discussed with your Account Manager.
  • Will I have to pass a credit check?
    Yes, you will need to be approved for finance by one of our finance partners. We work with the top 5 finance companies in the UK so will do our best to match your credit profile to the most suitable lender.
  • What is the minimum term I can take the contract over?
    Our leasing contracts can run anywhere from 2 to 5 years.

  • Is my mileage relevant to the contract?
    Yes, your estimated mileage is used to calculate your monthly rentals/payments based on the estimated residual value of the vehicle at the end of the contract. If you have a Finance Lease agreement and exceed your stated mileage you may face negative equity at the end of the agreement or excess mileage charges on a Contract Hire agreement, so it is always best to overestimate your mileage. If you mileage changes it's best to let us know as soon as possible. If you have a Contract Hire agreement, we can get a quote for you to increase the mileage.

  • When do I need to pay my initial rental/payment?
    Your initial payment/rental will be taken from your bank by direct debit 7 to 10 days after delivery.
  • When will my monthly rentals/payments start?
    Future rentals/payments are taken monthly thereafter.
  • What happens if my circumstances change and I need to cancel my order?
    We understand that things can change! Even if you have signed an order and paid a holding fee, as part of our Price Promise we guarantee to give you a no quibble refund.
  • How quickly can I get my vehicle?
    Most of our vehicles are in stock so can be delivered within 2 weeks. If you need a vehicle quicker, just let us know and we would do our best to get one to you as soon as possible. If the vehicle you require is not in stock we will advise you of a lead time at the time of your enquiry.
  • Who is the vehicle registered to?
    All leased vehicles are registered to the leasing company for the duration of the lease; please contact us if you need a copy of the V5 (registration Certificate).
  • What kind of insurance do I need on my vehicle?
    You need fully comprehensive insurance on your vehicle for the duration of the contract; this is part of the contract with the finance company.
  • I need to get a parking permit for the vehicle. What documents do I need and how do I get them?
    You will require a copy of the V5 (registration Certificate) and a letter from the leasing company. You can request these by contacting us.
  • Can I sign write the vehicle?
    Yes. We recommend that you use the vinyl type so it can be easily removed at the end of the contract.
  • Can I take my vehicle abroad?
    Yes.  There are some documents required from the leasing company, including a letter of authorisation.  Please contact us and we will be happy to obtain the documents for you.
  • What if I need to make a complaint?
    The most important thing is to talk to us as soon as you can – Our Customer Support team are dedicated to resolving any problems or issues you may have, and they will be happy to help.

 

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