Frequently asked questions

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

Crossing roads in nature

    Athlon COVID-19 measures

    Our priority is the safety of you and your fleet

    We understand these are uncertain and unsettling times for everybody, the likes of which we’ve never seen, which is why we would like to take this opportunity to inform you about some of the actions that Athlon have implemented in order to protect our customers, colleagues and suppliers, and explain what effects this may have on your fleet.

    Please find below information regarding maintenance, servicing, tyres and breakdown cover and the processes we have put in place to support companies and drivers operating our vehicles.

    Please be reassured that our service and maintenance teams will continue to be available and our call centre opening hours are unaffected. Should you need roadside assistance or breakdown recovery our network of breakdown and service providers we will still be there for you.

    If you have any questions at all regarding your vehicles or any future obligations regarding your fleet we invite you to contact us by using our contact form or calling us on 0333 222 3000.

    COVID-19 FAQs

    Tyre networks are operating at reduced capacity. There is coverage through Kwik Fit and the mobile service is operational although with a reduced service.


    We would strongly recommend that drivers contact the Athlon Customer Services team beforehand to arrange tyre replacement to ensure the correct tyres are in stock before arriving at the tyre centre.
    Please also use the tyre booking line for advise of repairers available by region on 0333 222 3000 – option 2

    Service & Repairs
    Please use the service booking line on 0333 222 3000 option 2 for service booking. Generally, the repair network will remain open with limited teams in place to accommodate breakdowns, MOTs and the service of key workers cars.

    The situation varies across the network but we are experiencing reasonably good coverage with a number of garage groups operating on an essential maintenance basis primarily for key workers.
    We also have access to a number of non-franchise operations that we can utilise if required by exception, but please be aware that normal routine servicing may not be available due to staffing levels within the service network. There is also a limited network available for ‘urgent’ issues – warning lights, etc. 
     
    Accident Repairs
    There is much more limited capacity in the accident repair sector – although some repairers are now offering a limited service.
     
    Maintenance
    If your vehicle is likely to be unused for any significant length of time (> one week) because it is either awaiting end of contract collection or is simply not being driven due to the prevailing restrictions – we would recommend that it is started and run at idle for at least 5 minutes once a week in order to ensure the battery remains operational. 

    Due to the Governmental restrictions currently in place, all end of contract vehicle collections have been suspended until further instruction, when we will contact you as soon as possible.

    We ask that you cease using your vehicle (making a note of its mileage) and keep it in a safe, secure place, fully insured until we are governed to arrange collection. This will minimise any excess mileage charges and risk of third party damage or theft.

    If you’d prefer, we’re happy to extend your contract if you so wish until it is able to be collected and inspected. Please call us on 0333 222 3000.

    The AA is reporting ‘demand’ at less than 50% to normal levels and currently has sufficient capacity. The roads appear to be much quieter and response times are probably similar to normal.

    Unfortunately, yes. Due to the UK Government guidelines issued on 23rd March 2020, our dealer partnerships are following strict instructions and have closed their showrooms and retail centres in accordance with the latest legislation. Subsequently, all new vehicle deliveries and registrations will be postponed until further governmental instructions allow.

    From 30th March 2020, the Government have confirmed a 6 month exemption from MOT testing of all cars, vans and motorcycles that have an MOT due from this date. If your MOT was due before 30th March then it must still be completed and you must get in touch with one of our approved garages who will remain open for essential work as soon as possible to arrange.

    Drivers remain responsible for the safety and condition of their vehicle so it must remain roadworthy to avoid prosecution. Further information can be found on the Government website.

    Our approved windscreen repair suppliers National WIndscreens are operating with reduced capacity. Whilst every effort will be made to get your windscreen fixed or replaced as soon as possible, priority will given to key workers at this moment in time.

    A number of vehicles were registered (in March), prior to lock-down, before delivery could be completed – they will consequently not be impacted by the introduction of WLTP changes from 1st April for RFL or BiK tax once they are  eventually delivered.  However, any vehicle not registered by 31/3/20 will therefore be impacted by the changes – given the likely delays in eventual delivery all such vehicles will be registered post 1st April 2020 so their WLTP Co2 values will be used for RFL and BiK tax liability.

    Yes, however please do bear in mind you may experience a lengthier lead time. This is due to manufacturing factory closures across Europe and elsewhere due to COVID-19 as well as subsequent delays in every aspect of the movement process.

    Extend your agreement
    We can agree a 3 month extension for you at same rental that you currently pay or longer at a reduced figure.

    End your agreement
    If you would like your agreement to come to an end, we are currently unable to instruct a collection agent to retrieve your vehicle due to the Government guidance. Please cease use of your vehicle/s in readiness for returning, and follow the guidelines below: 

    • Confirm the last date of usage (the off hire date)
    • Confirm the current vehicle mileage (closing mileage)
    • Ensure your vehicle/s are stored in a secure location
    • Your existing insurance policy should remain in place covering the vehicle/s affected
    • If any vehicles require a service before the return date this can be deferred until the government relaxes the current restrictions - at which time if you cannot arrange a franchise dealer to service your vehicle it will be acceptable to use an alternative reputable independent garage 
    • We will endeavour to collect your vehicles as soon as possible once the Government relaxes the current restrictions on vehicle logistics
    • If your vehicle is likely to be unused for any significant length of time (> one week) because it is either awaiting end of contract collection or is simply not being driven due to the prevailing restrictions – we would recommend that it is started and run at idle for at least 5 minutes once a week in order to ensure the battery remains operational

    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 0333 222 3000, 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.

    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:
    03456 003 425

    Email Address:
    resolutions@athlon.com 

    Postal Address:
    Mercedes-Benz Retail Group UK Ltd, Delaware Dr, Tongwell, Milton Keynes MK15 8BA

     

    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.

    Fleet Manager FAQs

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

    Yes if it is in line with your fleet policy the driver will need to call the driver line number to make the arrangements

    The new vehicle will be delivered with the DVLA issued registration plate, it is not possible for it to be delivered with a personalised registration plate. 

    As soon as you become aware that a vehicle has been stolen the driver will need to 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.

    If your driver is involved in an accident, please make sure anyone who was involved is not injured, call the emergency services if appropriate.

    If you have taken accident management service from us please call the driver line number and we will support the repair process, if not you will need to make arrangements yourself.

    We are able to deliver new vehicles to anywhere in the UK, that meets with your fleet policy requirements.

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

    You or the driver 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 the driver does not record this damage at the point of delivery it will be more difficult for us to support the cost of repair. 

    Yes we can collect it, if this is in line with your fleet policy.

    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. 

    If you have taken a full maintenance package from us the driver should call the driver line number choosing the breakdown option so that we can support you through the process

    If you do not have a maintained contract you will need to arrange this in line with your policy requirements. 

    If you have taken a full maintenance package from us the driver should call the driver line number choosing the service booking option so that we can support you through the process.

    If you do not have a maintained contract you will need to arrange this in line with your policy requirements.

    No, we will automatically re-licence your vehicles when they are due. 

    It depends, if we are delivering your new car we will collect your current vehicle.

    Please refer to the BVRLA fair wear and tear guide.

    Click here to visit the BVRLA website.

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

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

    Missing items such as keys, service books and parcel shelves musts be available at 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.

    Please make sure drivers delete any personal data that may be held within the vehicle and their 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. 

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

    You can find a copy of the BVLRA fair wear and tear guide here. 

    Missing items such as keys, service books and parcel shelves musts be available at 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.

    The driver will be physically shown the damage at the time of collection, and we'll provide a full report detailing damage. If the driver does not agree with the inspector's report, they will need to note the detail of their 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.

    Athlon 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 and let us know.

    Please call the driver line, they will manage this process for you. Please notify us at least six weeks in advance of your travel date. 

    If you think your mileage may need amending we can review this for you but it may result in your monthly rentals changing. 

    Under Contract Hire, we retain legal ownership of the vehicle and simply hire it to you for the duration of the contract.

    The amount you pay for this is largely dependent on what the anticipated value of the vehicle will be worth once the contract ends and we sell the vehicle.

    It will also include an allowance for all the relevant registration fees and road tax. Additionally, you can choose to include vehicle servicing and maintenance, breakdown cover and accident management within the contract. 

    Generally vehicles will lose value from the moment they leave the showroom. In a contract hire arrangement, you return it to us at the end of the contract period, and we take risk of its re-sale value.

    If you include things like maintenance and servicing, you are also protected from any unseen rise in these costs.

    Athlon are able to provide contract hire to sole traders and businesses.

    The vehicle must be insured on a fully comprehensive policy.

    Athlon will purchase and therefore own the vehicle you have ordered. We will then hire it to you at a fixed monthly rental payment using a regulated agreement.

    Each agreement will specify a maximum number of miles before an agreed excess mileage charge is applied at the end of the contract.

    We will allow you to amend your mileage up or down after 12 months of the agreement so long as there are at least six rental payments remaining.

    A maintained vehicle is where you can choose to include vehicle servicing and maintenance, breakdown cover and accident management within the contract and pay one monthly price.

    A non-maintained contract does not included any of the above and you are responsible for the cost of carry out any of the above during the life contract.

    If you wish to cancel your lease and return your vehicle before the end of your contract this is permitted, but you will incur an early termination fee of at least 50% of the outstanding rental amount.

    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.

    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.

    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.

    You can find a copy of the BVLRA fair wear and tear guide here.

    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:
    03456 003 425

    Email Address:
    resolutions@athlon.com 

    Postal Address:
    Mercedes-Benz Retail Group UK Ltd, Delaware Dr, Tongwell, Milton Keynes MK15 8BA

     

    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 the driver line, they will manage this process for you. You will need to notify us at least six weeks in advance of your travel date.

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