How can I reduce the chances of incurring end-of-lease charges when returning my vehicle?
Please refer to the relevant industry standard set out in the BVRLA Fair Wear and Tear guide, which provides in-depth advice on how to prepare your vehicle for collection. In addition, consider familiarising yourself with our guide to managing down end-of-lease charges.
What items do I need to return with the vehicle?
The following are examples of items that must be returned at point of collection (please note that this list is not exhaustive):
- Removable equipment, such as parcel shelves, load covers and head rests
- Service book
- All sets of keys
- Owner's manual
- Locking wheel nuts
If these are not available at point of collection, they will be deemed as missing and therefore chargeable under the relevant BVRLA standard. Please note that this applies even if you subsequently locate the items and return them at a later date.
What items do I need to remove from the vehicle before collection?
Remember to remove the following personal items:
- CDs and personal audio equipment
- Sunglasses and accessories
- Personal keys from the key fob
My vehicle is under the contractual mileage. Why aren’t you offsetting the cost?
The annual mileage detailed in the current contract is the maximum allowed, and there is provision to amend the annual mileage should your circumstances change during the life of the lease.
If you have any questions relating to your annual mileage, please contact our Customer Services team on 0344 4632900.
What if my vehicle has been involved in an accident?
If all repairs have been carried out to the relevant BVRLA standard, there will be no additional charges. However, repairs that have not been carried out in accordance with the relevant BVRLA Fair Wear and Tear standard may incur charges. Any repairs made to the vehicle before it is returned must be to a professional standard by repairers who can provide fully transferable warranty on their work.
My vehicle has been damaged but it wasn't my fault / it was another driver in a car park. Why have I been charged?
Damage on the vehicle at the time of return is chargeable if it is not put right prior to collection. If you are concerned that your vehicle has been damaged, please refer to the relevant BVRLA Fair Wear and Tear guide or contact us for further information.
My vehicle had some damage but it was repaired. Why have I been charged?
Any repairs made to the vehicle before it is returned must meet the BVRLA standards and be carried out by repairers who can provide a fully-transferable warranty on their work.
I could have had repair work done cheaper elsewhere. Why have I been charged more?
You have the opportunity to repair the vehicle prior to return. Any repairs made to the vehicle before it is returned must meet the BVRLA standards and be carried out by repairers who can provide a fully-transferable warranty on their work. Once the vehicle has been returned our standard costing matrix will be applied. We periodically review our charges to ensure we remain competitive in the marketplace.
I think the damage to my vehicle is a manufacturing issue. What should I do?
If you suspect a manufacturing issue, you need to raise this as soon as you become aware of it to allow us a reasonable amount of time to investigate.
My vehicle was returned in immaculate condition / the inspector told me that my vehicle was in great condition. Why have I been charged?
We assess vehicles against the relevant BVRLA Fair Wear and Tear standard using BVRLA trained assessors. Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle. If you exceed these standards then you will be liable to pay for the damages. We provide a full report at the time of collection, which details any damage and costs associated with your vehicle.
For further guidance, please refer to the relevant BVRLA Fair Wear and Tear guide.
I returned the spare key / service book later. Why have I been charged?
As mentioned at the top of the page, missing items such as keys, service books and parcel shelves must be available at the point of collection. If not, these items will be deemed as missing and are therefore chargeable under the relevant BVRLA guidelines. This applies even if you subsequently locate these items and return them at a later date.
What happens if I dispute the costs and/or damage at the time of collection?
We inspect the vehicle at the point of collection and provide clear photographic evidence. You, or your representative, are physically shown the damage at the time of collection, and we'll provide a full report detailing damage and costs. 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 or reduce the cost at this point. However, it will prompt a review process by the damage team at Hitachi Capital. Upon receipt of the inspection report, our team will then review and provide further comments.
Can I have evidence that you have repaired the damage listed in the inspection report?
No, as we are not obliged to repair the vehicle. End-of-lease charges occur when the vehicle, its equipment or accessories are not used, maintained or looked after as originally agreed at the start of the lease. These charges can still be applied at end of the lease in cases where we decide for commercial reasons not to repair damage, replace missing equipment etc. before the vehicle is sold.
What happens if I remain unhappy following your review?
Hitachi Capital Vehicle Solutions 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.