Frequently asked questions

If your query is not answered on this page or you require additional information, please contact us via our online form.

    Current Customers FAQs

    You will need to inform us of any changes at least ten business days before your next payment date. For your convenience, you can complete Direct Debit mandate form and return it to us at customer services.

    Mats and number plates will only be replaced free of charge if they are faulty (i.e. not damaged through accident), when supplied directly by the manufacturer, or are covered under your warranty.

    Please contact our customer service team on 0345 600 34 25, to discuss these items.

    If your vehicle fails the MOT, Athlon will arrange authorisation of the failing components with the repairing garage. Athlon will continue to monitor any vehicles that fail an MOT to ensure the vehicle is road legal.

    Please check the vehicle on delivery and contact your Account Manager immediately if you believe the vehicle does not match what you ordered, they will be able to check your order and confirm next steps.

    Unfortunately your payment date cannot be changed once agreed. Communications are sent every 4th or 15th of the month (depending on the date on your invoice) which will provide more information and advice on your account.

    Please make sure the vehicle is thoroughly checked during the hand over process. In the unlikely circumstance that there is any damage on the vehicle, please record this at the point of delivery and report it to your Account Manager or call us immediately on 0345 600 34 25.

    If your vehicle lead time is delayed this could be for various reasons, including delays with the manufacturer. If you contact your Account Manager and they will look into this further on your behalf.

    Athlon’s Complaint Procedure

    We strive to provide first class customer service for all of our customers; if we have not met this high standard please do not hesitate to contact us using the details below and we will do our best to address your issues as efficiently as possible.

    Contacting us.

    Telephone Number:
    0345 600 34 25

    Email Address:
    resolutions_uk@athlon.com 

    Postal Address:
    Athlon Mobility Services UK
    PO Box 6444
    Milton Keynes
    MK10 1ND

    What happens next?

    Once we have received your complaint, we will provide you with an acknowledgement and investigations will begin.

    Timescales

    We will acknowledge your complaint within 5 working days of receipt. This acknowledgement will include our complaints handling process.

    We will work on your case and attempt to resolve as soon as possible. We aim to provide you with a Final Response letter within 8 weeks detailing the outcomes of your complaint, but most issues are resolved far quicker than this. 

    If we are unable to provide a Final Response letter within 8 weeks, we will contact you to explain the delay and when you are likely to receive the Final Response letter.

    The British Vehicle Rental & Leasing Association (BVRLA)

    As Athlon are a member of the BVRLA, our customers can contact them to for help and advice as part of their free government approved independent conciliation service aimed at resolving disputes. If you are not satisfied with our Final Response, you can write to the BVRLA to express your concerns.

    Write to BVRLA:

    British Vehicle Rental and Leasing Association
    River Lodge
    Badminton Court
    Amersham
    HP7 0DD

    Or contact the BVRLA by visiting bvrla.co.uk website.

    At Athlon, we are committed to delivering the best, we look forward to being able to investigate your concerns thoroughly and together agreeing a resolution that is fair.

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    Get in touch

    How can Athlon help you?

    Mobility is about moving from A to B. Is there any reason it should be more complicated than that? Let us know where you want to go. We look forward to getting you there.

    Contact us
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