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General information

Customer Information Guide

This document details all key events that may occur during and at the end of your agreement, so you can easily navigate your leasing journey with us and refer back to if you have any queries. 

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If you haven't found what you are looking for, please download and read through the Customer Information Guide. Alternatively, you can read through our FAQs for more information. 

Read our FAQs

Make a Complaint

We're sorry to hear you are unhappy with our service. Please follow our complaints process, so we can try to resolve the matter for you quickly and efficiently. 

Make a complaint

Company Car Drivers

For information and contact details relating to your company car, please log in to our Driver Portal below. If you have any issues accessing the portal, please get in touch with your company HR team or Account Manager.

Change of details

For all changes relating to personal information such as change of address, updated email or phone number, please send details to the email address below or call us to discuss further. 

Change of name

To change your name on your account, please email our customer services proof of your name change. This can be a marriage certificate, passport or record of divorce.

Call us

0343 351 9078

Select Opt 8 followed by Opt 2 

Maintenance & Repair (For customers with a maintenance package only)

For more information please visit our Maintenance & Repair page to find out what's included in your maintenance agreement, or visit our Tyres page for more guidance on looking after and maintaining your tyres.  

If you do not have a maintenance package, it is your responsibility to arrange all standard servicing and maintenance and repair any damage before the vehicle is handed back to avoid extra charges at the end of your contract. 

I've been in an accident

We are sorry to hear you have been in an accident, please contact your insurer when you are able to, who will liaise with us when needed. 

I need breakdown assistance

03444 436 900

Please call the number above and select Opt 1 > Opt 1

Book an MOT, service, repair or tyres

03444 632 900

If you have a maintenance package on your lease you can arrange a service, repair, tyre replacement or MOT by calling us and selecting Opt 1 > Opt 3 > Opt 1

Windscreen repair

03444 632 900

Please call the number above and select Opt 1 > Opt 3 > Opt 2 to arrange a windscreen repair or replacement.

Vehicle write off's

03444 632 900

If your vehicle has been declared 'a write off' by your insurance company, please call us on the number above and select Opt 1 > Opt 2

Looking after your tyres

Download our top tips on how to look after your tyres and make them last.

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Contract Amendments 

Please contact us to discuss amending your mileage limit or formally extending your contract, if you'd like to keep your vehicle longer. If you ordered your lease vehicle through a third party partner, please contact them directly to make these changes. 

Mileage Amendments

0343 351 9078

If you'd like to amend the mileage on your agreement, you can request a quote for this by calling the number above and selecting Opt 8 > Opt 2

Email us

Contract Extension

0343 351 9078

It is possible to formally extend your agreement up to 2 months prior to the end of your agreement. Call us to request a quote using the number above and selecting Opt 8 > Opt 2

Email us


Make a payment

Make a payment online with a credit or debit card.

Pay now

Set up a Direct Debit

To set up a direct debit, please download the attached mandate. Once you have completed and signed this please email it to us to be set up. 


Having financial difficulties?

0343 351 9021

We're sorry to hear you are having financial worries, but we're here to help. Please get in touch via phone or email to discuss further.

Email us

End of contract

We will write to you 4 weeks before your contract is due to end, however it is your responsibility to arrange the return and collection of the vehicle. Your vehicle must be returned in a legal and roadworthy condition, with a valid MOT certificate (if applicable) and all servicing documentation should be present, with no outstanding servicing or maintenance requirements. Failure to provide this may result in recharges being applied.

Please refer to the BVRLA Fair, Wear & Tear guidelines for information on what damages are classed as general wear and tear from prolonged use, and what damages will need to be repaired before you return the vehicle to avoid damage charges. 

End of Contract Guide

With regular checks and repairs (when required) you will have taken positive action towards reducing any end of contract damage charges that may follow. Read our end of contract guide for more information.


Arrange a collection

It is your responsibility to arrange the collection of your vehicle. You can do this by emailing our collection agency who will confirm the collection date with you in advance.

Price to Purchase

If you wish to purchase your vehicle, please complete the attached form and email to Cox Auto, who will provide you with a Price to Purchase quote to sign and return.

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BVRLA Fair Wear & Tear Guides

The BVRLA Fair Wear & Tear guide is an industry standard of what is considered to be fair wear and tear on your vehicle when it is returned at the end of its contract or finance agreement.

View guides

Early Terminations

You can choose to terminate your lease early at any point in the agreement. Please note there will be a termination fee which will be 50% of your outstanding rental payments. 

Get a quote

Dispute damage charges

01225 714123

If you are unhappy with any end of contract damage charges you have received, please call us to discuss further.

Vehicle information

Personalised number plates

You can add a personalised number plate to your vehicle for a Fee of £25.00 by emailing our Fleet Admin Team. Please note this is in addition to any fees payable to the DVLA.

Foreign Travel

0343 351 9078

If you wish to travel abroad with your vehicle, you will need to request this at least 10 working days prior to your travel and will require a VE103 certificate. To book this please call the number above and select Opt 5


0343 351 9078

If you have received notice of a fine you wish to discuss please call the number above and select Opt 4 > Opt 2 

The world is changing & so are we! 

From early next year, we'll be rebranding from Hitachi Capital Vehicle Solutions to Novuna Vehicle Solutions with a fresh new look and feel!

We're really excited about our new brand and we're positive you're going to love it! 

Find out more

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