Collections

Question 1

How do I book a collection for my vehicle at the end of my agreement?

ald · Accepted Answer

As you approach the end of your agreement, you will need to arrange a collection for your/your company vehicle. This includes an inspection of your/your company vehicle which will be co-ordinated by one of our appointed collection agents. It is important that during this period your/your company’s insurance remains valid until the vehicle has been returned to us. Your/your company vehicle will need to have a valid MOT on the date the vehicle is collected.

If your/your company vehicle has a cherished plate, this will need to be removed ahead of booking your/your company’s collection.

Depending on your agreement type you might have to pay a collection fee ahead of booking your collection. If a fee is due, we will advise you at the point of booking your/your company’s collection.

Your/your company’s collection can be booked in advance from 13 weeks before the date your agreement ends. We need at least 5 working days’ notice before the date your agreement ends otherwise you may incur additional charges. To book your collection, you can either complete our [collection booking from](targetSelf:/en-gb/support-aldautomotive/collection-request/) or call us on 03700 011 181. Please have the below information to hand when you call:

- Your vehicle’s registration number
- Your account reference number.
- Your preferred collection date (Monday to Friday)
- Your/your company vehicle’s current mileage
- Collection Address (we can collect from mainland UK addresses, please call us if you would like to discuss this)
- Company name and business hours (for collections from business premises)
- Best contact telephone number for the collection
- Name of the collection contact

For more information on how to return your vehicle, [please click here.](targetSelf:/en-gb/information-for-drivers/returning-a-vehicle/)

Question 2

How do I prepare my vehicle for collection?

ald · Accepted Answer

When preparing your/your company's vehicle for collection there are a range of things you can do:

- Your/your company's vehicle should be clean so you can easily spot damage
- Walk around the vehicle checking for dents and scratches
- Crouch down at the front and rear so you can see along the bodyline of the vehicle to check for dents and scratches
- Check all windows, lights, lenses and mirrors for cracks and holes
- Check all vehicle controls, lights and horn are working fully
- Ensure your vehicle is mechanically roadworthy. Any technical issues or manufacturer recalls should be addressed ahead of collection
- Remove all personal data from the vehicle's navigation/control systems
- Gather service receipts, vehicle documentation (please ensure that all information containing personal data such as addresses is erased from all documents) and keys
- Where applicable ensure your vehicle’s locking wheel nut key, sat nav SD card/disc, charging cables, parcel shelf/load cover, all head rests and tyre inflation kit are all present and complete
- Interior trims must be clean and odourless with no burns, scratches, tears, dents or staining
- Where applicable, please can you remove all subscriptions to apps linked to your vehicle. We cannot be held responsible for any charges or data breaches resulting from a failure to remove data or subscription options

You/Your company will be charged for any damage outside of the BVRLA Fair Wear and Tear Guidelines. You/Your company can address this with your dealership or a reputable bodyshop and refer to the [BVRLA Fair Wear and Tear Guide](targetSelf:https://issuu.com/bfwsn67/docs/fwt_2014-15_issuu_ald_automotive_ca?e=2001091/8764530). Please be aware that, once the collection has taken place, the vehicle cannot be returned to allow for any repairs or rectification work to be carried out.

On the day of the collection, you or a nominated adult/your company’s representative will need to be available to meet our collection agent. It is important that your/your company vehicle remains fully insured until the collection is completed. Our collection agent (BCA Logistics) can decline to collect your/your company vehicle if it is not deemed to be safe, legal and roadworthy on the day of collection. To avoid this, and any related charges, please ensure that:

- Your/Your company vehicle’s MOT is valid
- There are no warning lights on your/your company vehicle’s dashboard
- There are no cracks in the windscreen impacting the driver’s sight (this is determined at our collection agent’s discretion)
- All tyres are roadworthy, tread depths are no less than 1.6mm and that there is no damage to the sidewalls of the tyres
- Standard petrol/diesel vehicles must have at least a quarter of a tank of fuel when the vehicle is collected
- Battery Electric Vehicles (BEV) must be fully charged when the vehicle is collected

Question 3

How do I return my vehicle?

ald · Accepted Answer

Arranging the vehicle’s collection can be actioned up to and including 13 weeks in advance. It is important that the insurance you/your company has in place for the vehicle remains in place until the vehicle has been returned to us. Once arranged, ALD Automotive will provide you/your company with a booking confirmation and guidelines on how best to return the vehicle in advance of collection. Follow the steps outlined below when it's time to return your vehicle:

**45 days to go - Book your collection**

- Book a date for your/your company's current vehicle’s collection using the details we provide to you - we need at least 5 working days’ notice before the date your agreement ends. We can collect your/your company vehicle at a location that’s convenient for you (within mainland UK and Ireland). A collection fee may be payable at the time of booking.
- Picking your next vehicle up from a dealership? If you plan to leave your/your company's current vehicle at a dealership when you pick up your new vehicle you’ll need to tell us that’s where you’d like it collected from.
- Personalised registration plate? If you’re not the registered keeper of the vehicle, please contact us to have it removed in advance of the collection taking place.

**1 month to go - Prep your/your company's current vehicle for inspection & collection**

- Check the condition of your/your company vehicle using steps included on our [Return Your Vehicle page](targetSelf:/en-gb/information-for-drivers/returning-a-vehicle/), referring to the BVRLA guidelines.
- Spot any damage that falls outside of these guidelines? Decide whether to repair it now to minimise the risk of charges when you hand the vehicle back.

**3 weeks to go - Check service receipts**

Make sure your service/maintenance book is fully stamped and up to date. If your/your company vehicle doesn’t have a service book, or service records are stored on the vehicle’s key, you’ll need to provide us with paper copies of the service/maintenance history. The garage that completed your/your company vehicle’s service/maintenance should be able to provide you with paper copies.

**10 days to go - Last chance to book your collection**

- Last opportunity to book a collection if you haven’t already. We need at least 5 working days’ notice before the date your agreement ends.
- Make sure your/your company vehicle has a valid MOT — it must be in place on the day of collection.

**1 day before collection - Carry out final checks**

- Remove all personal belongings and clear any data from the onboard sat nav, phone, or entertainment system. Please ensure you remove any active subscriptions.
- Replace any items you’ve removed from the vehicle.
- You’ll receive a text from the collection agent to check you’re still happy with the collection date and location.

**Day of collection - Your vehicle will be collected at the agreed location**

- It will be inspected by an independent BVRLA representative upon collection or later at a de-fleet centre.
- Make sure you hand over all sets of keys, all the service and maintenance records and any other documentation.
- Remember to send us the V5C vehicle registration document if you have this.
- You’ll need to sign to confirm you’ve handed the vehicle over to the collection agent.

After collection - If your/your company vehicle is considered to have any damage that falls outside of fair wear and tear, we’ll invoice you for the relevant charges. You’ll also be invoiced for any excess mileage charges and any missing items.

TOP TIP: To reduce the risk of additional charges, make sure your/your company vehicle is available at the agreed date and location, it has a valid MOT that’s in place on the day of collection and it’s in a roadworthy condition. Fees may be applied if you require special collection arrangements not discussed at the time of booking.

Question 4

How much notice do I need to give to cancel or rearrange my vehicle collection?

ald · Accepted Answer

If you need to cancel or rearrange a collection booking, we can arrange this free of charge if you provide us with at least two working days’ notice. Any changes after this time may incur a charge.

If you do need to cancel or rearrange your/your company vehicle’s collection, please call us on 03700 011 181 or email us at [customerrelations@aldautomotive.com](targetSelf:mailto:customerrelations@aldautomotive.com) and we will be happy to assist you. Please include either your vehicle registration number or account reference number in your email, or have these details to hand when you call.

If the newly arranged collection date is after the contract end date, you may incur additional charges

Question 5

What condition does my vehicle need to be returned in?

ald · Accepted Answer

Even with careful driving and regular maintenance, a vehicle’s condition can deteriorate over time. This is known within the vehicle leasing industry as ‘fair wear and tear’, which is defined and governed by the BVRLA (British Vehicle Rental & Leasing Association) [fair wear and tear guidelines](targetSelf:https://issuu.com/bfwsn67/docs/fwt_2014-15_issuu_ald_automotive_ca?e=2001091/8764530).

The below details will provide you/your company with brief information on what is considered acceptable fair wear and tear and what is deemed outside of the accepted standard, for both cars and light commercial vehicles (LCVs).

The information below illustrates indicative repair costs that you/your company may be charged, for any damage identified on your/your company car that exceeds the fair wear and tear standard according to the BVRLA. Prior to your contract end date, we advise that you/your company decide if you want to repair any damage to the vehicle before it is returned, if required in accordance with your/your company policy. You should read carefully any internal policy you/your company or fleet contact may have provided relating to damage incurred to the vehicle and how it will be recharged.

**Indicative repair costs for passenger cars**

Component Condition Indicative Costs:

- Roof & Sill Panels scratched, dented, chipped - up to £250 where any damage has occurred
- Exterior Body Panels (excl. above) scratched, dented, chipped - up to £250 where any damage has occurred
- Spare Key/Key card Missing Avg. charge - up to £300 per missing spare key
- Alloy Wheel (Standard/Polished) gouged, scuffed, chipped - up to £80 per alloy
- Windscreen chipped - up to £50

The below are charged at the manufacturer recommended retail price:

- Seat holed, burned
- Charging Lead broken, damaged, bent/snapped

Please Note: These charges are exempt from VAT.

These are indicative costs as damage and repair charges can vary dependent on size and nature. All damages will be assessed against the [BVRLA fair wear and tear guidelines](targetSelf:https://issuu.com/bfwsn67/docs/fwt_2014-15_issuu_ald_automotive_ca?e=2001091/8764530), and our internal recharge policy. Any damage present to vehicles that is not suitable for repair based on the severity, will have a full replacement charge applied alongside any relevant representative labour costs. This is likely to result in an increased cost.

The indicative costs are accurate at time of publication and may be subject to change.

**IMPORTANT:** Your vehicle must be maintained in accordance with the manufacturer’s guidelines to ensure its safe running. If your/your company vehicle is returned with significant mechanical and/or electrical defects, you/your company may be charged to have these defects rectified or to cover the loss of value at point of sale brought about by these defects. In addition, an ‘aborted collection fee’ may be applicable if the vehicle is not roadworthy and additional collection transport needs to be arranged. You/Your company may also be charged per missing service if your/your company vehicle’s service history record is found to be incomplete.

If you/your company intend to have insurance repairs carried out, these must be completed ahead of the vehicle being returned to us. We are not able to liaise with your insurance company to arrange repairs. Once your/your company vehicle has been collected, we cannot return it to allow any repairs or rectification work to be carried out.

Deterioration or fair wear and tear is not to be confused with damage which occurs as a result of specific events, for example, harsh driving, accident damage, incorrectly stowed items and/or driver negligence. Any repair costs arising from such damage(s) incurred will be recharged accordingly.

You/Your company can help avoid or reduce costs caused by damage or missing items outside fair wear and tear by looking after your/your company vehicle carefully.

Please allow sufficient time prior to the end of your/your company's agreement should you/your company require to carry out any repairs before returning your/your company vehicle.

It is advisable for any damage to be repaired as soon as possible after it is identified. This is particularly important to avoid windscreens chips developing into cracks or when the paintwork is damaged and likely to corrode further if left unchecked.

Question 6

What do I need to remember when returning my vehicle?

ald · Accepted Answer

- Book a collection at a location of your choice (within mainland UK and Ireland) before the date your contract ends.
- Check your/your company vehicle against the [British Vehicle Rental and Leasing Association (BVRLA) Fair Wear & Tear guidelines](targetSelf:https://issuu.com/bfwsn67/docs/fwt_2014-15_issuu_ald_automotive_ca?e=2001091/8764530).
- Decide whether to repair any damage that falls outside of these guidelines.
- Take note of the items you must return along with your vehicle.
- Ensure your vehicle has a valid MOT for the date of collection.
- If your/your company vehicle has a cherished plate, it will need to be removed ahead of collection.

Question 7

What do I need to remove?

ald · Accepted Answer

- Delete all personal data stored in the vehicle (e.g. phonebook, sat nav locations, via any connected vehicle services) and/or erase any personal data from documents including service history (e.g. names, addresses, bank card number)
- Remove and terminate your access to the vehicle through any connected vehicle service/app
- Ensure all personal belongings are removed from the vehicle
- If you/your company have had a tracker fitted to your vehicle, this must be removed or deactivated. If this is not done prior to collection, it may be possible to make arrangements with the relevant de-fleet site, however any removal and collection of the tracker unit will remain your/your company’s responsibility

**Items left in vehicle**

- If any personal belongings are left in the vehicle, it may not be possible for us to get these back to you. If, after the vehicle has been collected, you do notice that you have left something in the vehicle, please call us and we will try our best to locate it for you
- If we are able to locate items left in the vehicle, it will be your responsibility to collect them or to make arrangements for them to be sent to you, including covering any delivery costs

Question 8

What do I need to return?

ald · Accepted Answer

**Items to return prior to collection**

Your service history needs to be provided prior to the collection of the vehicle. Please send your service evidence to servicereturns@aldautomotive.com for one of our team members to review.

- Please ensure that your vehicle registration is the subject of your email, not including spaces in your registration (e.g. AB12CDE)
- Please attach your service history evidence to your email, unfortunately we are unable to accept weblinks
- When providing proof, the required information is the date/s, mileage/s, and location/s of the conducted service/s. When receiving proof of servicing, copy invoices from the service provider, images of entries in the service logbook and digital service record print outs are all acceptable
- You can find guidance on how to print your/your company vehicle’s digital service records in the manufacturer’s handbook, which should be in your vehicle’s glove box. Alternatively, you can contact your vehicle’s manufacturer
- If you are providing proof of the service logbook, please ensure that the service centre has stamped it and evidence of this is included
- The accepted file types are PDF, JPEG, and PNG
- When your service history proof has been processed in accordance with our specifications, you will receive a confirmation email

**Items to return with your vehicle**

- All keys, including spare keys
- Vehicle tools, including tyre inflation kits and locking wheel nut
- Satellite navigation disks or cards (if applicable)
- Parcel shelves and headrests
- Charging cables for electric vehicles (if applicable)

**Items to return after collection**

- V5C vehicle registration document (log book) (if applicable)
- If you are unsure who holds the V5C for your/your company vehicle. If you hold the V5C, please complete the ‘selling, transferring or part-exchanging a vehicle to a motor trader’ section
- This is section 9 on old style V5C documents and section 4 on new style V5C documents
- Please send the whole document, ensuring that the “New Keeper” section (section 6) is attached, as soon as your vehicle has been collected to: Remarketing Support, ALD Automotive, Oakwood Drive, Emersons Green, Bristol BS16 7LB.

**Returning missing items**

You may be charged if any of the above items are not returned. However, if you/your company are unable to return any of the above items when the vehicle is collected, it may be possible to return them to us after collection to avoid charges. Please be aware that if your/your company vehicle has been sold, we will not be able to refund any charges for any missing items, including missing service history.

**Service history**

If you would like to provide us with missing service history, please send it to us at servicereturns@aldautomotive.com including the vehicle registration number in your email.

**Other items**

If you/your company would like to return any other items (e.g. keys, locking wheel nuts, satellite navigation SD cards, parcel shelves, head rests etc), they will need to be posted/taken to the relevant de-fleet centre. Please call us on 0117 908 6444 and we will advise you/your company of the details for the relevant de-fleet centre. You/your company will need to provide us with proof of delivery/handover of these items so that we can review any charges.

Question 9

Who will be collecting my vehicle and what will happen on the day?

ald · Accepted Answer

Your vehicle will be collected by one of our appointed collection agents. This will either be BCA Logistics (BCAL), Greenhous Group, AnyVan or Wilsons (in Northern Ireland). Please click on the drop downs below for more information about collection day.

**Arrival time**

We are not able to book your/your company collection for a specific time, however you will have a specific collection date when you/your company need to return your vehicle. The collection timeframe is between 08:30 and 18:00. Our collection agent will contact you the working day before your vehicle’s scheduled collection date to confirm your collection details. They will also ask their inspectors to contact you on the day of your collection, at least 1 hour before they arrive.

**Vehicle inspection**

Under normal circumstances, a full inspection of your vehicle against the BVRLA (British Vehicle Rental & Leasing Association) Fair Wear and Tear standards will be carried out ‘at the roadside’. The [BVRLA fair wear and tear guidelines can be found here](targetBlank:https://issuu.com/bfwsn67/docs/fwt_2014-15_issuu_ald_automotive_ca?e=2001091/8764530). This will take approximately 30 minutes and you are welcome to observe as this takes place.

Please ensure you hand over all of the vehicle’s paperwork, including the documented service history, and keys before the inspector conducts the inspection so that they can accurately record this information in their report.

When it’s not possible for a comprehensive inspection to take place at the time of collection (for example because of adverse weather, poor lighting or vehicle cleanliness), the inspector will only carry out a high level appraisal and mileage check of your/your company vehicle. They’ll then take the vehicle away to a de-fleet centre. At the de-fleet centre, it will undergo its full inspection against BVRLA Fair Wear and Tear standards within controlled conditions.

This comprehensive inspection aims to capture all damage and details relating to the vehicles age, mileage, service history and condition.

**After collection**

A copy of the completed inspection report will be sent to you via email, however please let us know if you would prefer for this to be sent to you/your company by post. We will also receive a copy of the inspection report.

We will review the inspection report. Any item that falls within the BVRLA Fair Wear and Tear limits will not be charged. The inspection report is not a final invoice, items that exceed the Fair Wear and Tear limits will result in us sending you/your company an invoice detailing how much the charges will be. If you have a query relating to vehicle appraisal invoices, please contact us at [uk-disposals@aldautomotive.com](targetSelf:mailto:uk-disposals@aldautomotive.com).

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