Q: What do I need to do if my vehicle is impounded by the police?

Please contact us on 03700 011 181 . If your vehicle has been impounded by the police, you should let us know as soon as possible. You’ll need to have either your account reference number or vehicle registration number to hand. You can find guidance on how to find your account reference number here . If we’re the registered keeper of your vehicle, we’ll need to issue you with a Letter of Authority for the police/garage compound to let you collect the vehicle. Please contact us if you need us to provide a Letter of Authority. You can find out who’s the registered keeper of your vehicle here .

Question 1

What should I do if I've missed a payment?

Accepted Answer

Please contact us on 0117 908 6472 or email us at credit.control@aldautomotive.com so we can discuss how we can support you. Please include either your vehicle registration number or account reference number in your email. You can find guidance on how to find your account reference number here.

We understand that there are many reasons why a customer may find themselves falling behind on their payments. The rising cost of living is causing concern for many people and our teams are here to help and support you.

We’ll discuss your specific circumstances and advise of the options available to you. Some of the options we can consider include:

A payment plan to help spread the cost
Ending your agreement early
Making reduced payments for a temporary period
Making no payments for a temporary period

These options will be considered on a case-by-case basis, considering your specific circumstances and the type of agreement you have. This means that not all the options listed above may be available to you.

We’ll need to understand your situation fully to allow us to support you in the right way, so when you contact us, please have all the relevant information to hand.

We may also ask you to provide us with supporting documentation. If this is required, we’ll let you know and advise you of the best way to send it to us. Once we have reviewed your individual circumstances, we’ll advise of the specific options available to you.

You can find specific information about the options available for ending different ALD contract types early here. You can find information about ending an agreement migrated from LeasePlan early here.

Please note that any payment arrangements or missed payments may be reflected on your credit file.

If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations in ‘I’m concerned about my debt circumstances, how can I access independent debt advice?’.

If you’ve missed a payment but are able to pay the amount required to bring your account up-to-date, you can find guidance on making a payment here.

Question 2

What do I need to do if my vehicle is impounded by the police?

Accepted Answer

Please contact us on 03700 011 181. If your vehicle has been impounded by the police, you should let us know as soon as possible. You’ll need to have either your account reference number or vehicle registration number to hand. You can find guidance on how to find your account reference number here.

If we’re the registered keeper of your vehicle, we’ll need to issue you with a Letter of Authority for the police/garage compound to let you collect the vehicle. Please contact us if you need us to provide a Letter of Authority.

You can find out who’s the registered keeper of your vehicle here.

Question 3

What are vehicle appraisal charges?

Accepted Answer

If our collection agent identifies damage outside of the BVRLA fair wear and tear standards, you’ll receive an invoice clearly stating the damage charges.

Occasionally, collection agents may miss damage to a vehicle due to environmental impact such as poor light and/or weather conditions. You may be liable for any damage not recorded at point of collection when it’s clear that the damage isn’t new and has been missed at the initial inspection.

If damage on the vehicle prevents a standard collection and/or reduces the resale value of the vehicle, further costs such as the arrangement of a low loader transport vehicle and/or loss suffered by us could be incurred by you. You can find more details about vehicle appraisal charges here.

Question 4

Can I end my migrated LeasePlan Personal Contract Hire (PCH) or  Business Contract Hire (BCH) agreement early?

Accepted Answer

You can ask us for an Early Termination quote to see what early termination charge will be payable by to us if you end your agreement early.

Excess mileage, end of contract damage charges and any other outstanding sums due to either ALD or LeasePlan may not be included in your Early Termination quote. When you request your Early Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.

We can only provide a quote for the current month, and all quotes are based on your vehicle being returned to us in the same month the quote was created.

If you would like an Early Termination quote, please contact us at customerrelations@aldautomotive.com or call us on 03700 011 181. Please include your vehicle’s current mileage and your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.

Question 5

What is Tesla Digital?

Accepted Answer

We provide Business Contract Hire (BCH) and Personal Contract Hire (PCH) to customers who place an order through either www.tesla.com or the Tesla app. You can find out more about BCH here. You can find out more about PCH here.

Question 6

What is a migrated LeasePlan Business Contract Hire agreement?

Accepted Answer

LeasePlan and ALD Automotive are merging their businesses. LeasePlan are now selling their broker introduced customers' vehicles and transferring the benefit of the underlying contracts to ALD. If you took out your BCH contract with LeasePlan, but have now been transferred to ALD, we’ll have been in touch to advise you of this.

BCH is a leasing agreement where your business pays a monthly rental amount for the hire of the vehicle. Unlike a credit agreement, there’s no contractual right to purchase the vehicle.

BCH is suitable for sole traders, small partnerships (three partners or less), private limited companies, large partnerships (four partners or more), limited liability partnerships, public limited companies, charities (with some rare exceptions) and local authorities.

A BCH agreement may be suitable for VAT-registered businesses where the VAT that the rentals attract is able to be claimed back from His Majesty's Revenue and Customs (HMRC).

Question 7

What is a migrated LeasePlan Contract Purchase agreement?

Accepted Answer

LeasePlan and ALD Automotive are merging their businesses. LeasePlan are now selling their broker introduced customers' vehicles and transferring the benefit of the underlying contracts to ALD. If you took out your CP contract with LeasePlan, but have now been transferred to ALD, we’ll have been in touch to advise you of this.

Contract Purchase is a flexible agreement suitable for VAT registered companies and businesses, giving you the option (subject to the terms of the agreement) to either buy the vehicle or return the vehicle to us.

Contract Purchase is suitable for sole traders, small partnerships (three partners or less), private limited companies, large partnerships (four partners or more), limited liability partnerships, public limited companies, charities (with some rare exceptions) and local authorities.

Question 8

What is a migrated LeasePlan Lease Purchase agreement?

Accepted Answer

LeasePlan and ALD Automotive are merging their businesses. LeasePlan are now selling their broker introduced customers' vehicles and transferring the benefit of the underlying contracts to ALD. If you took out your Lease Purchase contract with LeasePlan, but have now been transferred to ALD, we’ll have been in touch to advise you of this.

Lease Purchase is a flexible non-maintained agreement suitable for VAT registered companies and businesses. Your business will pay an initial deposit and then a series of monthly payments until the end of the contract.

You have the option (subject to the terms of the agreement) to buy the vehicle. You may also have the option to return the vehicle to us.

Lease Purchase is suitable for sole traders, small partnerships (three partners or less), private limited companies, large partnerships (four partners or more), limited liability partnerships, public limited companies, charities (with some rare exceptions) and local authorities.

Question 9

What should I do if there are outstanding payments on my account at the end of my agreement?

Accepted Answer

Outstanding payments will need to be paid, ideally before your contract ends.

If you’ve already discussed this with us and have an agreed plan in place to pay off the outstanding payments, then you don’t need to take any further action at the end of your agreement.

If you’re unable to make these payments before the contract ends due to financial difficulties or you’ve not yet discussed your circumstances with us, please contact our Credit Control team, who will help advise you of your options. You can contact them on 0117 908 6472 (Monday to Friday 8:30am - 5pm) or at credit.control@aldautomotive.com. Please include your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.

If you have payments outstanding but are able to pay the amount required to bring your account up-to-date, you can find guidance on making a payment here.

Question 10

What is a Section 165 Seizure?

Accepted Answer

A vehicle can be impounded if it’s been removed from a driver who did not have valid insurance and/or a valid driving licence. This is referred to as a Section 165 Seizure, as it comes from section 165 of the Road Traffic Act 1988.   

If your vehicle has been seized under Section 165, you’ll be required to present your documents at a police station before your vehicle will be released. The documents that you will need will be detailed on the seizure notice issued by the police.

You’ll also need to send a copy of the insurance certificate to us at customerrelations@aldautomotive.com so that we can check the details are correct according to the terms of your contract. The policy must be for fully comprehensive cover. The policy must be in the name and address of whoever holds the contract with us, whether that be an individual, sole tradership, partnership or a company.

Question 11

Can I end my migrated LeasePlan Drivewise agreement early?

Accepted Answer

You may be able to request a Voluntary Termination or Early Settlement.

Voluntary Termination

To voluntarily terminate your agreement, you’ll have to hand your vehicle back to us.
You’ll need to have paid at least half of the total amount payable on your agreement to qualify for a Voluntary Termination.
You can request a Voluntary Termination at any point during your agreement, and if you’ve not paid 50% of the total amount payable, we can provide you with a quote to show the amount due to reach this point.
Excess mileage and end of contract damage charges are separate liabilities which may not be included in your Voluntary Termination quote. When you request your Voluntary Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.

Early Settlement

To end your agreement early and keep your vehicle, you can opt for an Early Settlement quote.
An Early Settlement quote shows the amount that needs to be paid for you to take full ownership of your vehicle.

If you’re an authorised company representative and would like to discuss either of these options, please contact us at customerrelations@aldautomotive.com or call us on 03700 011 181. Please include either the vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.

Question 12

Is my migrated LeasePlan Business Contract Hire (BCH) agreement covered by the Consumer Credit Act?

Accepted Answer

If you’re a sole trader or small partnership (three partners or less) and your agreement’s total payments do not exceed £25,000, your agreement will be covered by the Consumer Credit Act - 1974 (CCA). You can find out more about the CCA here.

You can check your contract to see if it’s covered by the CCA. You can request a copy of your contract here.

Question 13

Is my migrated LeasePlan Contract Purchase (CP) agreement covered by the Consumer Credit Act?

Accepted Answer

If you’re a sole trader or small partnership (three partners or less) and your agreement’s total payments do not exceed £25,000, your agreement will be covered by the Consumer Credit Act - 1974 (CCA). You can find out more about the CCA here.

You can check your contract to see if it’s covered by the CCA. You can request a copy of your contract here.

Question 14

Is my migrated LeasePlan Lease Purchase (LP) agreement covered by the Consumer Credit Act?

Accepted Answer

If you’re a sole trader or small partnership (three partners or less) and your agreement’s total payments do not exceed £25,000, your agreement will be covered by the Consumer Credit Act - 1974 (CCA). You can find out more about the CCA here.

You can check your contract to see if it’s covered by the CCA. You can request a copy of your contract here.

Question 15

What do I need to do if my vehicle is impounded following a Road Traffic Collision (RTC)?

Accepted Answer

A vehicle may be impounded after being removed from the scene of an RTC. This is likely to happen if the vehicle has been damaged and is causing an obstruction or danger. The police will instruct their local contractor to remove the vehicle from the road and take it to a secure location.

If your vehicle has been impounded following an RTC, you’ll need to make arrangements with your insurer for them to collect the vehicle. Your insurer will organise an assessment to establish if any repairs are required or if the vehicle is a write off. You can find out more about what to do if your vehicle is written off here.

Question 16

Who is the owner of my migrated LeasePlan Business Contract Hire (BCH) vehicle?

Accepted Answer

We&rsquo;ll be the owner and registered keeper for the duration of the agreement.

Question 17

Who is the owner of my migrated LeasePlan Contract Purchase (CP) vehicle?

Accepted Answer

LeasePlan will remain the registered keeper for the duration of the agreement.

Question 18

Who is the owner of my migrated LeasePlan Lease Purchase (CP) vehicle?

Accepted Answer

LeasePlan will remain the registered keeper for the duration of the agreement.

Question 19

Is Vehicle Excise Duty (VED) included in the monthly payments for my migrated LeasePlan Business Contract Hire (BCH) vehicle?

Accepted Answer

VED is included in your monthly rentals. We’ll only charge you if there’s any annual increase in your vehicle’s VED rate, and you’ll receive a recharge invoice for the amount due.

The payment for any annual increases will be taken automatically by Direct Debit, providing you have an active Direct Debit in place.

Question 20

Is Vehicle Excise Duty (VED) included in the monthly payments for my migrated LeasePlan Contract Purchase (CP) vehicle?

Accepted Answer

VED is included in your monthly payments. We&rsquo;ll only charge you if there&rsquo;s any annual increase in your vehicle&rsquo;s VED rate, and you&rsquo;ll receive a recharge invoice for the amount due. The payment for any annual increases will be taken automatically by Direct Debit, providing you have an active Direct Debit in place.

Question 21

Is Vehicle Excise Duty (VED) included in the monthly payments for my migrated LeasePlan Lease Purchase (CP) vehicle?

Accepted Answer

VED may be included in your monthly rentals.

If it is, we’ll only charge you if there’s any annual increase in your vehicle’s VED rate.

If VED isn’t included in your rentals, you’ll receive a yearly invoice from us to cover the full rate.

You contract advises if VED is included in your rentals. You can request a copy of your contract here.

Question 22

What do I need to do if my recovered stolen vehicle is in a police compound?

Accepted Answer

A recovered stolen vehicle is generally taken to a police compound (vehicle storage site). You should liaise with your insurance company regarding the release of the vehicle.

If your insurance company has completed the total loss/write off process with us and paid us the settlement amount at the point the vehicle is recovered, they’ll legally own the vehicle and can arrange collection.

If the total loss/write off process for your vehicle has not been completed before your vehicle is recovered, your insurance company will normally arrange for the locks to be changed, do a safety check and settle any fees. Once this has been completed your vehicle should be returned to you.

You can find out more about what to do if your vehicle is written off here.

Question 23

What should I do if I'm worried about missing a future payment?

Accepted Answer

Please contact us on 0117 908 6472 or email us at credit.control@aldautomotive.com so we can discuss how we can support you. Please include either your vehicle registration number or account reference number in your email. You can find guidance on how to find your account reference number here.

We understand that the rising cost of living is causing concern for many people and appreciate that talking about your financial concerns can be daunting, but we’re here to help and support you.

Please be reassured that talking to us and making enquiries about debt solutions won’t affect your credit file. If we do agree an arrangement with you, it will be reflected on your credit file, however this would also be the case with any missed payments.

We’ll discuss your specific circumstances and advise you of the available options.

We’ll need to understand your situation fully to allow us to support you in the right way, so, when you contact us, please have all the relevant information to hand. This may include details of your regular income and expenditure, as well as whether you expect your current situation to have an impact in the long term or short term. We may also ask you to provide us with supporting documentation. If this is required, we’ll let you know and advise you of the best way to send it to us.

You can find information to support you if you’ve already missed a payment in ‘What should I do if I’ve missed a payment?’

If you have concerns about debt, it can be helpful to seek independent advice. There are a range of independent support organisations offering free, impartial advice. We’ve included the details of some of these organisations in ‘I’m concerned about my debt circumstances, how can I access independent debt advice?’.

Question 24

What options do I have at the end of my migrated LeasePlan Business Contract Hire (BCH) agreement?

Accepted Answer

You’ll need to contact us or your broker to arrange an end of contract collection. We recommend contacting us at least five working days before the end of your agreement to ensure the vehicle is collected at a time that suits you.

You can find out more about returning your vehicle here.

Question 25

What options do I have at the end of my migrated LeasePlan Contract Purchase (CP) agreement?

Accepted Answer

There are four possible options:

Become the owner of the vehicle.
Hand the vehicle back to us.
Enter a 12-month extension - this option is only available if your contract is not regulated by the CCA, you can find more details on this in ‘Can I have a 12-month extension on my migrated LeasePlan Contract Purchase (CP) agreement?’.
Part-exchange the vehicle for another vehicle.

Question 26

What options do I have at the end of my migrated LeasePlan Lease Purchase (LP) agreement?

Accepted Answer

There are three available options:

Become the owner of the vehicle.
Hand the vehicle back to us - this option is only available if your contract is regulated by the CCA, you can find more details on this in ‘Is my migrated LeasePlan Lease Purchase agreement covered by the Consumer Credit Act?’
Part-exchange the vehicle for another vehicle.

Question 27

Can I keep my migrated LeasePlan Business Contract Hire (BCH) agreement past the end of contract date?

Accepted Answer

You may be able to enter a formal extension.

If you don’t return your vehicle or extend your term by your end of contract date, you’ll automatically enter an extended term. We’ll invoice you each month to let you know the rental amount due, and we’ll take your payment by Direct Debit on your normal monthly payment date.

During the extended term, we can request the vehicle be returned to us at any time. If this is necessary, we’ll provide you with at least 7 days’ notice. You can find more details about this in your contract. You can request a copy of your contract here.

You can find out more about keeping your vehicle past the end of contract date here.

Question 28

How do I become the owner of my migrated LeasePlan Contract Purchase (CP) vehicle?

Accepted Answer

Your business will become the owner of the vehicle once they’ve paid all the required instalments (including the Final Instalment), the Option to Purchase fee and any other sums your business owes under their agreement. We’ll then transfer ownership of the vehicle and arrange for the log book (V5c) to be put into your business’s name.

The value of your business’s Option to Purchase fee and Final Instalment can be found in your business’s agreement.

You can request a copy of your contract here.

Question 29

How can my business become the owner of my migrated LeasePlan Lease Purchase vehicle?

Accepted Answer

Your business will become the owner of the vehicle once you’ve paid all the required instalments (including the Final Instalment), the Option to Purchase fee and any other sums owed under your business’s agreement.

We’ll then transfer ownership of the vehicle and arrange for the log book (V5c) to be put into your business’s name.

The value of your business’s Option to Purchase fee and Final Instalment can be found in your business’s agreement.

You can request a copy of your contract here.

Question 30

How can I contact ALD by telephone?

Accepted Answer

For vehicle support, please call 08000 32 32 77. 

If you have a query about your agreement or your contract, please call 03700 011 181.

Please have either your vehicle registration number or account reference number to hand when you call. You can find guidance on how to find your account reference number here.

Question 31

Where can I find more information about your Complaints Procedure?

Accepted Answer

You can find more information about our Complaints Procedure here.

Question 32

What is an account reference number?

Accepted Answer

Your account reference number is typically between 5-8 numbers and starts with a letter of the alphabet. This is generally a Q, although some agreement types will start with a different letter. This number will be included on any invoices or letters you&rsquo;ve received from us and is located at the top right of invoices as an &lsquo;A/C Code&rsquo;.

Question 33

What is a balloon payment?

Accepted Answer

A balloon payment is a large final payment included in Personal Contract Purchase, Contract Purchase, Credit Sale with Balloon and Finance Lease with Balloon agreements. This payment is sometimes referred to as an ‘Optional Final Payment’.

Balloon payments are calculated at the beginning of your agreement, taking into account a number of factors, including your contracted mileage and term, as well as the estimated vehicle depreciation (fall in value).

Question 34

What is a Battery Electric Vehicle (BEV)?

Accepted Answer

BEVs are a type of electric vehicle (EV) that exclusively use chemical energy stored in rechargeable battery packs, with no secondary fuel source such as petrol or diesel. BEVs use electric motors and motor controllers instead of conventional internal combustion engines.

Question 35

How much will it cost to install a charging point at my home?

Accepted Answer

The cost of installing a home charging point depends on a variety of factors, including the voltage of the charger and the complexity of the installation. For an accurate price, you should arrange for an installer to provide you with a quote.

Higher voltage charging points take less time to fully charge the vehicle. They cost more to install, but because they provide quicker charging, they save time.

Question 36

Do Battery Electric Vehicles (BEVs) need different maintenance to standard petrol/diesel vehicles?

Accepted Answer

BEVs have fewer moving parts than standard petrol/diesel vehicles, which means they don’t require the same level of maintenance. For example, BEVs don’t have exhausts or gears and there’s no oil to be changed.

BEV braking systems are more efficient, due to regenerative braking, which converts the energy lost when the vehicle slows down back into energy stored in the battery. If used correctly, you should experience less wear and tear on your brakes.

While BEVs still require services, the intervals will vary depending on the vehicle manufacturer’s recommendations. Most BEVs require a service every one to two years.

The process for servicing a BEV is different to a standard petrol/diesel vehicle, as oil and filter changes aren’t required. Due to this, BEV services are generally considered to cost less than servicing a standard petrol or diesel vehicle.

Question 37

How do I make a police enquiry?

Accepted Answer

For police enquiries, please email us at uk-policeenquiries@aldautomotive.com.

To help us assist you, please include the below information in your email:

Registration number of vehicle (if available)
Full name of officer
Badge/shoulder number
Police force area/police force dealing with the enquiry
Best contact email
Best contact telephone number
Schedule 2 DPA 2018 Exemption Form (if required)

You’ll receive an automated response to your email advising action within one working day. If your enquiry is urgent, please call the mobile number detailed on the automated response.

Question 38

What do I need to do if my vehicle is written off or stolen?

Accepted Answer

You’ll need to involve both us and your insurance company as soon as possible.

When talking to your insurance company, we’ll need you to tell them that you authorise ALD to speak to and deal with them in relation to your policy.

To make us aware that your vehicle has been written off/declared a total loss, please email us at customerrelations@aldautomotive.com or call us on 03700 011 181. You’ll need to include the below information in your email, or have it to hand when you call:

Your vehicle’s registration number or your account reference number. You can find guidance on how to find your account reference number here.
The insurance company settling the claim
Insurance company case reference
Insurance company email address
Your vehicle’s current mileage (if you can access this)
Date of the incident/accident

Question 39

Is Accident Management cover included in my agreement?

Accepted Answer

Accident Management cover isn’t included as standard within your agreement, it’s only offered to corporate customers.

Some manufacturers provide their own accident assistance. If you have accident assistance provided by your vehicle’s manufacturer, please contact them directly.

Question 40

I have longer than 6 months left to run on my Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement, can I buy my vehicle?

Accepted Answer

Contract Hire agreements, on either a personal or business basis, don’t permit customers to keep the vehicle at the end of the contract. Details of the contractual end of contract options can be found in your terms and conditions. You can request a copy of your contract here.

We won’t be able to provide details of any other non-contractual options (subject to availability), until the contract reaches the last 6 months of the agreement.

Question 41

What is fair wear and tear?

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.

We use the BVRLA guidelines when assessing any damage identified on your vehicle.

Fair wear and tear is not to be confused with damage which occurs as a result of specific events like harsh driving, accident damage, incorrectly stowed items and/or driver negligence. If such damage is present when the vehicle is collected and inspected, costs will be recharged to you accordingly. You can find further information, including indicative repair costs here.

Question 42

How far in advance of my end of contract can I book my vehicle’s collection?

Accepted Answer

You can contact us to arrange your vehicle’s collection up to 13 weeks in advance of your end of contract.

It’s important that the insurance you have in place for the vehicle remains in place until the vehicle has been returned to us.

Once arranged, we’ll provide you with a booking confirmation and guidelines to support you with preparing your vehicle for collection.

Question 43

How do I prepare my vehicle for collection?

Accepted Answer

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

Your 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 bodylines 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.
Remove all personal belongings from the vehicle.
Gather service receipts, vehicle documentation and keys (please ensure that all information containing personal data such as addresses is erased from all documents).
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.

Question 44

What is a Credit Check?

Accepted Answer

A credit check looks at the financial history of an individual, sole trader or small partnership (three partners or less). It’s a record of their payment history with banks and credit providers. The check is used to determine how reliable that person is at borrowing and repaying money.

We use the information from a credit check to decide whether we can offer credit based on your financial circumstances.

You can find information about the credit reference agency, we use, Experian, here.

Question 45

When should I order my next vehicle?

Accepted Answer

We recommend you start thinking about what you need from a replacement vehicle around 6 months before the end of your current contract. We suggest getting in contact with the supplier of your current vehicle to discuss your requirements, get a quote, arrange a test drive and find out about our latest offers. You can find information about arranging your current vehicle’s end of contract collection here.

Question 46

What is a cherished plate?

Accepted Answer

A Cherished Plate is a personalised or specially selected vehicle registration number that carries sentimental, aesthetic or investment value. These plates often feature initials, names, memorable numbers or meaningful words.

Question 47

Can I end my Personal Contract Purchase (PCP) or Hire Purchase (HP) agreement early?

Accepted Answer

You may be able request an Early Settlement, Voluntary Termination or ask for a Partial Settlement:

Voluntary Termination

Check the 'your right to terminate this agreement' clause within your contract to see if you can request a Voluntary Termination.
To voluntarily terminate your agreement, you’ll have to hand your vehicle back to us.
You’ll need to have paid at least half of the total amount payable on your agreement to qualify for a Voluntary Termination.
You can request a Voluntary Termination at any point during your agreement, and if you’ve not paid 50% of the total amount payable, we can provide you with a quote to show the amount due to reach this point.

Early Settlement

To end your agreement early and keep your vehicle, you can opt for an Early Settlement quote.
An Early Settlement quote shows the amount that needs to be paid for you to take full ownership of your vehicle.

Partial Settlement

A Partial Early Settlement quote means you pay off a lump sum.
For a Partial Early Settlement quote, we’ll need to know how much you’d like to pay. We also need to know whether you want to reduce your monthly rental amount or to reduce the term of your agreement with this lump sum.

If you have an Optional Final Payment, you can only reduce your monthly payments with a lump sum.

If you’d like further details about any of the above options, please contact us at customerrelations@aldautomotive.com or call us on 03700 011 181. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.

Question 48

Can I end my migrated LeasePlan Contract Purchase (PCP) agreement early?

Accepted Answer

You may be able request an Early Settlement, Voluntary Termination or ask for a Partial Settlement:

The options available will depend on whether your agreement is regulated by the Consumer Credit Act - 1974. You can find out more about the CCA here.

Voluntary Termination

A Voluntary Termination will only be available if your agreement is covered by the CCA.
To voluntarily terminate your agreement, you’ll have to hand your vehicle back to us.
You’ll need to have paid at least half of the total amount payable on your agreement to qualify for a Voluntary Termination.
You can request a Voluntary Termination at any point during your agreement, and if you’ve not paid 50% of the total amount payable, we can provide you with a quote to show the amount due to reach this point.
Excess mileage and end of contract damage charges are separate liabilities which may not be included in your Voluntary Termination quote. When you request your Voluntary Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.

Early termination

An Early Termination will only be available if your agreement is not covered by the CCA.
To terminate your agreement early, you’ll have to hand your vehicle back to us.
An Early Termination quote calculates what early termination charge will be payable to us if you end your agreement early.
Excess mileage and end of contract damage charges are separate liabilities which may not be included in your Early Termination quote. When you request your Early Termination quote, we can answer any queries you may have about these charges and whether they might be billed separately after your vehicle is returned.
We can only provide a quote for the current month, and all quotes are based on your vehicle being returned to us in the same month the quote was created.

Early Settlement

Early Settlement is available to all Contract Purchase customers.
An Early Settlement quote shows the amount that needs to be paid for you to take full ownership of your vehicle.

If you’d like further details about any of the above options, please contact us at customerrelations@aldautomotive.com or call us on 03700 011 181. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.

Question 49

Can I extend my Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement?

Accepted Answer

If you’d like to extend your contract term, you won’t be able to do so until three months after your contract has started and no later than the second to last month of your contract. Your reschedule request must result in there being at least six months remaining on your contract. We won’t be able to increase your term beyond 84 months (seven years) in total.

You can request a reschedule to increase or decrease your PCH or BCH lease term and amend your mileage allowance. You can find out more about amending your mileage allowance here.

If we accept your request, we’ll provide you with a quote, including a modifying agreement. This will show the resulting change to your rental payments for you to review before going ahead. If you wish to accept the extension, you must sign and return the modifying agreement within the same calendar month as the quote was issued in.

For further information and to request a quote, email us at customerrelations@aldautomotive.com or call us on 03700 011 181. Please include the below information in your email, or have it to hand when you call:

Question 50

How are fines dealt with?

Accepted Answer

Depending on the type of fine or penalty notice, they'll either be issued directly to you, redirected (described as represented) to you, or paid by us and invoice to you.

It’s not possible for some fines, such as Congestion Charges and International fines to be represented, so these will be paid by us and invoiced to you.

If you’re the registered keeper of your vehicle, all fines will be issued directly to you. You can find out who’s the registered keeper of your vehicle here.

Question 51

What is quishing?

Accepted Answer

Quishing can involve a false QR code being put on parking machines. These are set up to collect payment information, which criminals then use to steal money.

This can also lead to a parking fine, as the driver has not actually paid for parking. You can find information on how to contest a fine here.

Question 52

Does my agreement include a mileage limit?

Accepted Answer

Any contractual mileage limit would have been decided when you set-up your contract. The mileage limit is based on a certain amount of mileage per year of your agreement. For example, if you chose a mileage limit of 10,000 miles per year and you have a three-year agreement, your mileage limit for your total agreement will be 30,000 miles.

Your mileage limit helps us determine the value of your vehicle at the end of your contract and is reflected in your monthly payments.

Question 53

What is 360?

Accepted Answer

360 is an online portal available to our corporate customers, designed to help you manage your company&rsquo;s fleet.

Question 54

How can I request travel documents if I’m not the registered keeper of my vehicle?

Accepted Answer

If your vehicle is registered to us, please notify us 28 days prior to your trip so we can send you all the required documentation, these will be valid for 12 months from their date of issue.

The required documents include a Vehicle on Hire Certificate and a Letter of Authority.

To request the required documentation please call Driver Assistance on 08000 32 32 77 between 9am and 5pm, Monday to Friday or email our overseas travel team at fleet.ald@safogroup.co.uk. Please include the following details:

Vehicle Description

Vehicle Registration Number
Make
Model

Name and Address

Your name
Your full address including postcode

Drivers

Driver 1 name
Driver 2 name (if required)

Date of Travel

The date you are due to travel

Question 55

Is Vehicle Excise Duty included in my agreement?

Accepted Answer

Vehicle Excise Duty (VED) is included in your monthly vehicle payments if you have one of the contract types listed below:

VED may be included in your monthly payments if you have one of the below contract types:

The VED rate included in your monthly payments is based on the rate set when your vehicle was initially quoted. If the Government increases the VED rate during the subsequent years of your agreement, we’ll pass the difference on to you when we renew the VED.

If you have one of the above agreements, and would like to find out if VED is included in your monthly payments, please contact us at customerrelations@aldautomotive.com or call us on 03700 011 181. Please include either your vehicle registration number or account reference number in your email or have these details to hand when you call. You can find guidance on how to find your account reference number here.

Question 56

Who can drive my vehicle?

Accepted Answer

You can decide who you allow to drive your vehicle.

You’ll need to make sure that anyone who drives your vehicle is insured in accordance with the terms of your vehicle’s insurance policy and meets any conditions set out in your agreement with us.

Our agreement conditions require that all drivers must be covered by a fully comprehensive insurance policy.

Question 57

What is AdBlue?

Accepted Answer

Many diesel vehicles are now based on Selective Catalytic Reduction (SCR) technology, which converts nitrogen oxide (NOx) emissions into nitrogen gas and water. A key part of this process is the use of a non-hazardous solution called AdBlue (Diesel Exhaust Fluid (DEF).

Question 58

I don’t have a maintenance package with ALD, might I have one with another provider?

Accepted Answer

Some vehicle manufacturers, such as Polestar, provide a bespoke maintenance package free of charge for a certain period of time. You can find out more about any manufacturer package you may benefit from by contacting your vehicle&rsquo;s manufacturer.

Question 59

How do I book a service, MOT or carry out maintenance on my vehicle?

Accepted Answer

This depends on if you have a maintenance package included in your agreement. You can find out more below:

Without maintenance included on your agreement - It’s your responsibility to ensure all servicing and maintenance work is carried out by an authorised dealer.

It’s up to you to keep your MOT certificate up to date. You must also ensure that the service book/electronic servicing record is updated by the servicing agent. Please be aware that it’s an offence to drive your vehicle without a valid MOT.

With maintenance included - It's your responsibility to ensure that your vehicle is properly serviced and maintained, however we’ll assist with booking your vehicle in for routine servicing work.

Simply call Driver Assistance on 08000 32 32 77 or visit our booking portal here to arrange a suitable time.

Where available, we’ll organise a collection/delivery service or courtesy vehicle. Please Note: you may be charged for these additional services.

It’s up to you to keep your MOT certificate up to date. You must also ensure that the service book/electronic servicing record is updated by the servicing agent. Please be aware that it’s an offence to drive your vehicle without a valid MOT.

Question 60

What should I do if there is a warning light on my vehicle’s dashboard?

Accepted Answer

We recommend that you refer to your vehicle’s handbook. Depending on the warning, you may be able to take action and clear the warning yourself, for example if the vehicle’s tyre pressure is low or if the washer fluid levels are low. Some warnings may require further assistance or investigation.

If you’re not sure what the warning light signals or if the warning does not clear after you have followed the instructions in the handbook, your breakdown provider should be able to check and advise if your vehicle is safe to drive. They may also advise you to book your vehicle in with your dealership so they can investigate and rectify the issue. You can find further information about breakdown cover here.

Question 61

What should I do if my vehicle gets a puncture?

Accepted Answer

You can contact your breakdown provider for assistance. Your provider should be able to recover your vehicle to a tyre centre to arrange for the punctured tyre to be replaced. You can find further details about breakdown cover here.

Question 62

Can I change my Direct Debit collection date?

Accepted Answer

Yes, you can choose one of the below collection dates:

For private individual agreements, choose either the 14th, 21st or 28th of the month.
For company or sole trader agreements, choose between the 18th, 24th or 26th of the month.

Depending on when in the month you request a change to your Direct Debit date, it could result in the current month’s Direct Debit still being taken on the previous date. You’ll be advised of this when the change is made. 

To change your Direct Debit collection date, please contact us by either calling us on 03700 011 181 or emailing us at customerrelations@aldautomotive.com. Please have your vehicle registration number or account reference number to hand if calling us or include these details in your email. You can find guidance on how to find your account reference number here.

Question 63

Do Tesla Digital agreements include a maintenance package?

Accepted Answer

Tesla Digital Business Contract Hire (BCH) and Personal Contract Hire (PCH) are available with maintenance included or you can choose to maintain the vehicle yourself. You can find out what’s included in a maintenance package here.

Question 64

What is a Contract Purchase (CP) agreement?

Accepted Answer

Contract Purchase is a flexible agreement giving you the option (subject to the terms of the agreement) to either buy the vehicle or return the vehicle to us. Your agreement will be for a fixed term and mileage. The term can’t be changed once the agreement starts, so please make sure it suits your needs before you apply.

Contract Purchase is suitable for both business and individual customers:

Personal Contract Purchase (PCP) is available for individuals.
Contract Purchase (CP) is available for private limited companies, large partnerships (four partners or more), limited liability partnerships, public limited companies, charities (with some rare exceptions) and local authorities.

Frequently asked questions

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What should I do if I've missed a payment?

What do I need to do if my vehicle is impounded by the police?

What are vehicle appraisal charges?

Can I end my migrated LeasePlan Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement early?

What is Tesla Digital?

What is a migrated LeasePlan Business Contract Hire agreement?

What is a migrated LeasePlan Contract Purchase agreement?

What is a migrated LeasePlan Lease Purchase agreement?

What should I do if there are outstanding payments on my account at the end of my agreement?

What is a Section 165 Seizure?

Can I end my migrated LeasePlan Drivewise agreement early?

Is my migrated LeasePlan Business Contract Hire (BCH) agreement covered by the Consumer Credit Act?

Is my migrated LeasePlan Contract Purchase (CP) agreement covered by the Consumer Credit Act?

Is my migrated LeasePlan Lease Purchase (LP) agreement covered by the Consumer Credit Act?

What do I need to do if my vehicle is impounded following a Road Traffic Collision (RTC)?

Who is the owner of my migrated LeasePlan Business Contract Hire (BCH) vehicle?

Who is the owner of my migrated LeasePlan Contract Purchase (CP) vehicle?

Who is the owner of my migrated LeasePlan Lease Purchase (CP) vehicle?

Is Vehicle Excise Duty (VED) included in the monthly payments for my migrated LeasePlan Business Contract Hire (BCH) vehicle?

Is Vehicle Excise Duty (VED) included in the monthly payments for my migrated LeasePlan Contract Purchase (CP) vehicle?

Is Vehicle Excise Duty (VED) included in the monthly payments for my migrated LeasePlan Lease Purchase (CP) vehicle?

What do I need to do if my recovered stolen vehicle is in a police compound?

What should I do if I'm worried about missing a future payment?

What options do I have at the end of my migrated LeasePlan Business Contract Hire (BCH) agreement?

What options do I have at the end of my migrated LeasePlan Contract Purchase (CP) agreement?

What options do I have at the end of my migrated LeasePlan Lease Purchase (LP) agreement?

Can I keep my migrated LeasePlan Business Contract Hire (BCH) agreement past the end of contract date?

How do I become the owner of my migrated LeasePlan Contract Purchase (CP) vehicle?

How can my business become the owner of my migrated LeasePlan Lease Purchase vehicle?

How can I contact ALD by telephone?

Where can I find more information about your Complaints Procedure?

What is an account reference number?

What is a balloon payment?

What is a Battery Electric Vehicle (BEV)?

How much will it cost to install a charging point at my home?

Do Battery Electric Vehicles (BEVs) need different maintenance to standard petrol/diesel vehicles?

How do I make a police enquiry?

What do I need to do if my vehicle is written off or stolen?

Is Accident Management cover included in my agreement?

I have longer than 6 months left to run on my Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement, can I buy my vehicle?

What is fair wear and tear?

How far in advance of my end of contract can I book my vehicle’s collection?

How do I prepare my vehicle for collection?

What is a Credit Check?

When should I order my next vehicle?

What is a cherished plate?

Can I end my Personal Contract Purchase (PCP) or Hire Purchase (HP) agreement early?

Can I end my migrated LeasePlan Contract Purchase (PCP) agreement early?

Can I extend my Personal Contract Hire (PCH) or Business Contract Hire (BCH) agreement?

How are fines dealt with?

What is quishing?

Does my agreement include a mileage limit?

What is 360?

How can I request travel documents if I’m not the registered keeper of my vehicle?

Is Vehicle Excise Duty included in my agreement?

Who can drive my vehicle?

What is AdBlue?

I don’t have a maintenance package with ALD, might I have one with another provider?

How do I book a service, MOT or carry out maintenance on my vehicle?

What should I do if there is a warning light on my vehicle’s dashboard?

What should I do if my vehicle gets a puncture?

Can I change my Direct Debit collection date?

Do Tesla Digital agreements include a maintenance package?

What is a Contract Purchase (CP) agreement?

What is a Finance Lease agreement?

What is a Hire Purchase (HP) agreement?

Does my migrated Leaseplan Business Contract Hire (BCH) agreement include any final payments?

How do I arrange to hand my migrated LeasePlan Contract Purchase (CP) vehicle back?

What is a migrated LeasePlan Drivewise agreement?

How do I arrange to hand my migrated LeasePlan Lease Purchase (LP) vehicle back?

What is a migrated LeasePlan Finance Lease agreement?

What is a migrated LeasePlan Personal Contract Hire agreement?

What is a Personal Contract Hire agreement?

How can I contact ALD by email?

Will I be charged a collection fee?

Will I be charged for an abandoned collection or special collection arrangements?

What are late hire charges?

What is an excess mileage charge?