Leasecar on the road in forest

Keeping you moving

    Keeping your drivers on the road

    Athlon aim to support our customers when they need it the most, whenever they need it. If the below questions and answers do not address your query, please get in touch with us directly and we will be happy to help.

    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:
    Athlon UK, 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 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.

    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 for more details please contact your Account Manager.

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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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