Frequently asked questions

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

    Driver FAQs

    Most vehicles are a factory order and this normally takes between 12 and 16 weeks, we will keep you updated of the order progress on a regular basis including an estimated delivery date.

    If you are involved in an accident, please make sure anyone who was involved is not injured, before immediately calling the emergency services if appropriate.


    If you have taken out our Accident Management service (you can find this out from your Fleet Manager) please call the driver line number and we will support the repair process, if not you will need to make arrangements in line with your fleet policy.

    Call the driver line number choosing the breakdown option so that we can support you through the process. 

    As soon as you become aware that your vehicle has been stolen call the Police immediately to report the crime.

    Once the Police have been notified, please call the driver line number to inform us and we will support you through the process.

    You need to agree this with your Fleet Manager, we are able to deliver your new car to anywhere in the UK. 

    When your car is delivered you must inspect it carefully for any damage, in the unlikely event that you do note something please ensure it is added to your handover delivery documentation immediately.

    You will then need to call us using your driver line number to advise us of the damage and we will then make the necessary arrangements.

    If you do not record this damage at the point of delivery it will be more difficult for us to support the cost of repair.

    Yes we will collect it, if that is what has been agreed with your Fleet Manager, please double check with them.

    There will be a full appraisal of the vehicle by the delivering driver, this will last a minimum of 20 minutes. The vehicle will then be fully appraised by our end of contact provider when it reaches its final destination, once completed if there are any additional charges identified that fall outside of the BVRLA’s Fair Wear and Tear guidelines, our end of contract team will be in touch. Please see the BVRLA guide for further information.

    This depends on your fleet policy. In the first instance, speak to your fleet manager to see if this is possible. If so, you will need to call your driver line number to make the arrangements.

    Please note that initially your new vehicle will be delivered with the DVLA issued registration plate. It is not possible for the vehicles to be delivered with your personalised registration plate.

    Call the driver line number choosing the service booking option so that we can support you through the process. 

    No, we will automatically re-licence your vehicle when it is due.

    It depends, if we are delivering your new car we will collect your current vehicle however this can vary and we recommended you contact your Fleet Manager to check the process to avoid any additional rental charges.

    Please refer directly to the BVRLA fair wear and tear guide, specific to both cars and vans.

    Car - https://issuu.com/bfwsn67/docs/athlon_car_2020?fr=sODZhMTI4NTE1

    Van - https://issuu.com/bfwsn67/docs/athlon_lcv_2020?fr=sM2YwMzI4NTE1

    All items your vehicle was delivered with need to be available at the point of collection, examples of this include:

    Keys, including the spare key
    Service book & manuals
    Locking wheel nut key
    Parcel Shelf
    SD Card

    Missing items such as keys, service books and parcel shelves must be available at the point of collection, if they are not they will be deemed missing and chargeable in line with the BVRLA guidelines.

    This applies even if you subsequently return the items at a later date.

    Please make sure you delete any personal data that may be held within the vehicle and your personal effects.

    If the repairs have been carried out to the BVRLA standard then there will be no charges, but if they do not meet the standard we may charge for the rectification and the repair must carry a fully transferable warranty.

    All repairs made to the vehicle must meet the BVRLA standards and the repair must carry a fully transferable warranty.

    Please refer directly to the BVRLA fair wear and tear guide, specific to both cars and vans.

    Car - https://issuu.com/bfwsn67/docs/athlon_car_2020?fr=sODZhMTI4NTE1

    Van - https://issuu.com/bfwsn67/docs/athlon_lcv_2020?fr=sM2YwMzI4NTE1

    We assess your car against the current BVRLA Fair Wear Tear standard using BVRLA trained assessors. Fair wear and tear is what is deemed as acceptable deterioration of the vehicle based on its age.

    If you exceed the standard you will be liable to pay for the damage, we will provide you with a full report detailing the damage and costs.

    Please refer directly to the BVRLA fair wear and tear guide, specific to both cars and vans.

    Car - https://issuu.com/bfwsn67/docs/athlon_car_2020?fr=sODZhMTI4NTE1

    Van - https://issuu.com/bfwsn67/docs/athlon_lcv_2020?fr=sM2YwMzI4NTE1

    Missing items such as keys, service books and parcel shelves musts be available at the point of collection, if they are not they will be deem missing and chargeable in line with the BVRLA guidelines.

    This applies even if you subsequently return the items at a later date.

    We inspect the vehicle at the point of collection and provide clear photographic evidence.

    You will be physically shown the damage at the time of collection, and we'll provide a full report detailing damage. If you do not agree with the inspector's report, you will need to note the detail of your disagreement on the document provided. This will not remove the area of concern at this point. However, it will prompt a review process by our damage team.

    Upon receipt of the inspection report, our team will then review and provide further comments.

    No, as we are not obliged to repair the vehicle. The end of lease charges occur when the vehicle, its equipment or accessories are not maintained as originally agreed at the start of the lease.

    These charges can still be applied at end of the lease, it will be a commercial decision if we decide not to repair damage, replace missing equipment etc. before the vehicle is sold.

    We are committed to providing the best possible service to our customers. However, if you are not satisfied with any aspect of our service, please view our Complaints Policy below.

     

    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.

     

    Please call 03456 003 425 and request your VE103B.

    Please ensure that you take the right kit with you in the event you breakdown or you have an accident. Driving in Europe you will need a greater level of emergency equipment than is required by law in the UK. The AA offer various driving-in-Europe Kits, which includes a GB Sticker, Warning Triangle, First Aid Kit and a Hi Vis Vest.

    To view these items visit: 

    www.theaa.com/european-breakdown-cover/driving-in-europe/what-do-i-need

    Please notify us at least six weeks in advance of your travel date.

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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.

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