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 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. We will do our best to address your issues as efficiently as possible.
0345 600 3425
Athlon Mobility Services UK
PO Box 6444
What happens next?
Once we have received your complaint, we will provide you with an acknowledgement and investigations will begin.
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)
Athlon are a member of the BVRLA. As such our customers can contact the BVRLA 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
Or contact the BVRLA by visiting bvrla.co.uk website.
At Athlon we are committed to treating our customers fairly and delivery the best possible service. We look forward to being able to investigate your concerns thoroughly and together agreeing a resolution that is fair.
Wear & Tear - Cars
We work closely with the BVRLA to assess all vehicles against the current BVRLA Fair Wear & Tear standards.
Please refer to Athlon's Car BVRLA Wear & Tear Guide, linked below, for more information.
Wear & Tear - Vans
There are specific requirements for vans, when assessing for Wear & Tear.
Please refer to Athlon's Van BVRLA Wear & Tear Guide, linked below, for more information.
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