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Frequently Asked Questions

Delivery and Contract queries

What happens on delivery day?

Your delivery will take place anytime between 09:00 and 18:00. Unfortunately, we are unable to advise on the exact time; however, the delivery driver should call approximately one hour prior to arrival.

Once the vehicle has arrived, please be sure to check your vehicle thoroughly to make sure you are happy.

If you need to make any comments, please note these down on the Delivery Release Note (DRN) provided by the driver. Please ensure you sign this document and print your name. If the vehicle is being leased through a company, please ensure the company name is also printed.

Why isn't my vehicle registration coming up on the insurance database?

Your vehicle registration will not show up on any insurance databases or on the DLVA website prior to delivery because the vehicle is not registered until the delivery day. Once registered, it can take up to 24-48 hours to appear. However, if you give your insurance company a ring, you will be able to organise the insurance by providing the vehicle make and model.

Who is the registered keeper and owner of the vehicle?

Your funder (Lex Autolease, Arval UK Limited, Alphabet or Leaseplan) will be both the registered keeper and owner of the vehicle.

When is my initial rental payment due?

Your initial rental will be taken automatically via direct debit around 10-14 days after you’ve taken delivery of the vehicle.

How do I apply for London Congestion Charge exemption?

You can apply for the Cleaner Vehicle Discount on the Transport For London website. You will need a copy of the vehicle’s V5C registration.

As your vehicle is owned by the funder, the V5C will be sent directly to them from the DVLA. In order to request a copy of this, please send an email to customerservice@drive-electric.co.uk quoting your vehicle registration.

Please note, it can take a couple of weeks post-delivery for the funder to receive the V5C from the DVLA.

Can I put a private plate on my vehicle?

You can transfer a private plate onto your vehicle; however, this cannot be done until after delivery has taken place. Please contact your funder for information on this process:

Lex Autolease  0344 879 6633

Arval 0345 266 5228

Alphabet  0370 012 0528

Leaseplan 0344 493 5812

DriveElectric (business contracts) customerservice@drive-electric.co.uk

Can I amend my contract mileage?

You can amend your contract mileage during the lease. However, amendments cannot be made in the first 6 months or the last 6 months of the contract.

In order to obtain a quote, please send an email to customerservice@drive-electric.co.uk providing the following information:

  • Vehicle Registration
  • Current mileage
  • Required mileage

Can I extend my vehicle contract?

In most cases you will be able to extend your contract (unless your contract has reached the maximum term of 60 months).

In order to obtain a quote, please send an email to customerservice@drive-electric.co.uk providing the following information:

  • Vehicle Registration
  • Current mileage
  • Extension duration (6 or 12 months)
  • Required mileage

What happens in the event of an accident?

In the unfortunate event of an accident, you will need to proceed through your insurance. In the case of a total loss, you will need to ask your insurance company to contact your funder with the date of incident, category of loss and last known mileage. The funder will then liaise directly with your insurer to provide a vehicle valuation.

Can I change my payment date?

Most funders will allow you to change your payment date, provided you have received at least one invoice. Please contact your funder directly using the contact details below.

Lex Autolease  0344 879 6633

Arval 0345 266 5228

Alphabet  0370 012 0528

Leaseplan 0344 493 5812

DriveElectric (business contracts) customerservice@drive-electric.co.uk

How do I organise the collection of my vehicle?

In order to organise the collection of your vehicle, please contact customerservice@drive-electric.co.uk at least 2 weeks prior to your renewal date and provide the following information:

  • Vehicle Registration
  • Current mileage
  • Collection Address
  • Collection Contact name
  • Collection Contact number

For questions relating to MOT, servicing, tyre replacement and breakdowns

For questions relating to MOT, Servicing, Tyre Replacements and Breakdowns, you will need to consult the funder website. Please links below:

Lex Autolease https://driver.lexautolease.co.uk/Account/Login

Arval : https://www.arval.co.uk/customer-support/service-booking

Alphabet : https://www.alphabet.com/en-gb/driver-services

Leaseplan https://www.leaseplan.com/en-gb/my-lease-vehicle/

Questions about leasing

How does a lease agreement work?

When you have a Personal or Business Contract Hire lease agreement on a car or van, you lease the vehicle for an agreed period of time. This is known as a ‘lease period’. Even though the car is actually in your possession, you do not own it.

The way a car lease agreement is worked out is pretty straightforward:

  1. We work out what the value of the vehicle will be by the end of your contract, taking depreciation into account.
  2. You set a mileage limit that will best suit your driving needs. (This can be reviewed throughout the lease period and we make it easy for you to increase the mileage in your contract to something more appropriate if necessary.)
  3. Our team constantly update our pricing to ensure you are offered the best leasing deals on the market.
  4. The vehicle lease quote can be personalised to suit your budget requirements – generally, the more you pay up front, the less your monthly rentals will be.
  5. You make fixed monthly rentals for the time period that your contract runs. Once the contract ends, you simply return the vehicle to us and look at which car you want to drive next.

Got a question? We’re here to help. Give us a call on 01628 899727.

Do I own the car/van at the end of the leasing agreement?

With personal leasing / contract hire agreements (PCH) the vehicle needs to be returned at the end of the lease agreement. However we can offer personal contract purchase (PCP) where the option is there. At DriveElectric we give the options and advise on the best deal for your needs.

Do you deliver electric vehicles nationwide?

Yes, although we are based in Marlow, Buckinghamshire we offer car and van lease deals all over the UK including Northern Ireland. With the exception of Tesla cars your vehicle will be delivered to your door no matter where in the UK you are.

What happens if the vehicle needs to be repaired?

If the car/van has been in an accident then it is the same as any other situation – you would need to get in touch with your insurance. The insurance is the driver’s responsibility.
If you are unfortunate enough to have your vehicle stolen or written off, there may be a shortfall between the value of the vehicle and the outstanding finance amount. In these circumstances, optional GAP insurance would cover the difference and would allow you to replace the vehicle without the burden of any shortfall.

What do I do when my vehicle needs a service/tyres/MOT?

New cars don’t need an MOT. For all of the others, we offer a maintenance package which covers all of this.
Once you have taken delivery of your vehicle, our optional maintenance package takes the worry out of vehicle ownership. Maintenance is carried out at the main dealer of your choice leaving you in control of where and when. Most main dealers will offer a courtesy vehicle whilst yours is being serviced or repaired, but if you can’t be without a vehicle you can arrange a relief vehicle as an optional part of the contract, available after 24, 36 or 48 hours.

I have only just passed my driving test, can I still lease a vehicle?

Yes, as long as you have a valid full UK driving licence and your credit status it is fine.

I receive job seekers allowance/benefits, can I still lease a vehicle?

As a finance provider, we need to lend responsibly so we only lease to people or organisations that can show proof of income. If you can show us that you have a regular and permanent cash flow we can help, unfortunately, we would not be able to lease to individuals on JSA or benefits

Can I use my personalised number plates on my lease vehicle?

Yes, but you will have to obtain the log book and notify the DVLA. Normally, as the car is the finance company’s property, the log book would be with them, so it is important to make us aware of the personalised registration plates as soon as possible to make the whole process smooth.

Can I arrange a test drive?

We don’t have a forecourt, we provide new cars sourced directly from the manufacturer. We do, however, recommend that you take a test drive to get a feel of the vehicle you’re interested in. We work closely with local manufacturer dealerships around the country and are happy to help you arrange a test drive. Please contact us for more information.

Does insurance come with a lease vehicle?

No, insurance is not included in the lease offer price. It is the driver's responsibility to get insurance on the vehicle. By law we are not allowed to recommend an insurance company, so we would suggest using comparison sites to find your insurance provider. You don’t need a registration number to be able to get a quote so there is nothing to stop you from shopping around.

What does factory order mean?

It simply means that the vehicle has not been built and needs to be manufactured. It will mean that it takes longer to be delivered but allows you to build your vehicle to your specification.

What is the initial rental payment?

The ‘initial rental’ payment is how much you can afford to pay in advance, kind of like a deposit as it is then deducted from the full lease amount allowing you to spread what’s left over the lease length. An initial payment is different to a ‘deposit’ because you have a choice of how much you pay up front (3, 6, 9 or 12 months) and it is adjusted depending on the lease length you have selected and the annual mileage you need. The more you pay up front, the less you pay for the following monthly payments, but it results in the same total life cost of the agreement.

It is used as a way for us to make our car leasing deals as flexible as possible, as we know everyone has individual motoring and budget needs.

What if I don't know annual mileage?

Very few of us have an exact idea of how many miles we will be driving each year. Of course, your personal circumstances can change from year to year, but we always recommend looking back at the past with either service or MOT documentation to give you the best guess.

The lease cost is dependent on the number of annual miles you state on your agreement so our advisers will always take an impartial approach and help you in the best ways they can. Please feel free to ask us about how mileage can impact the monthly rental or the surcharges that can apply.

Should you find yourself mid-way through your agreement and exceeding the contractual mileage, it’s worth noting that in some circumstances we can make every effort to have your contract re-evaluated. This is a non-guaranteed service.

What happens at the end of my lease agreement?

Simply hand the car back to us and you are free to choose your next car or move on elsewhere. You may be able to extend the contract or buy the car if you wish to do so. Feel free to talk it through with our advisors.

About charging electric vehicles

Where can I charge my EV?

More than 90% of charging is carried out at home, through the night, as it is often the most practical option.  It’s easiest to have an electric car charge-point fitted at your home, but all electric cars can be plugged in with a regular 3-pin socket (though we don't recommend this as a long-term charging solution).

When you’re out and about it’s good to know that more and more public charge-points are adding to the UK’s network all the time, making it possible to charge not only at petrol stations, but also supermarkets, leisure centres and car parks. There are over 19,000 public charging points in the UK, a number increasing month-on-month.

A searchable map of the UK’s ever-growing network of public charging points can be found at www.zap-map.com

What does rapid and ultra-rapid mean?

Simply how fast the charger can add energy into your electric vehicle. Typically a Rapid charging powers at up to 50 kW DC and/or 43 kW AC, while a new generation of ultra-rapid chargers can charge up to 350 kW. The Tesla supercharger network offers charging up to 150 kW.

Please note; there are a variety of reasons why you might experience different re-charge speeds when using a public charger. These include; the capacity limit placed on your vehicle, the number of vehicles using the charging hub at any one time, the battery capacity and temperature, trying to charge a battery up to 100%.

It is not recommended to try and charge an electric vehicle to 100% on a rapid or ultra-rapid charger. For optimal battery life management it is recommended to charge to 80% using a high powered public charger

How long will it take to charge if I plug my EV into a regular 3-pin power socket?

This will depend on the size of the battery in your electric vehicle and the starting amount of charge in it. Using a 3-point power socket is the slowest way to charge an EV. It is often referred to as a 'trickle charge'.

A domestic three pin (UK), 2 pin (EU) will only ever provide 3.7kw of power (10amps). Even if you have a vehicle that will take a much higher rate of charge, it will only ever draw this amount of power, as that’s all that is being offered to the vehicle. For this type of charging you’ll need a portable domestic charging lead (EVSE).

Despite the slow speed, the advantage is the convenience of being able to charge your vehicle anywhere you can find a standard plug socket. Some public electric vehicle charging stations only have three pin domestic plug sockets to plug into. Keeping a portable domestic charger in your vehicle, at all times is a very good idea.

I need a longer cable to reach my charger. How can I get one?

We can supply a range of cables up to 10 metres in length. Get in touch with us and we can provide you with a price.

What charging cables will I get with my new electric vehicle?

This will depend on the vehicle manufacturer. As standard, most vehicles come with a 3-pin charging cable that you plug into a regular domestic plug socket. The majority of new electric cars also come with a Type 2 charging cable that you would might need to charge in public car parks for example.

The 3-pin cable can provide a short term solution to charging if you visit friends or family or if you need to wait a few days or weeks to have your home charger installed, but we do not recommend a 3-pin charging cable as a long term solution for EV charging. It is more efficient to charge on a dedicated electric vehicle wallbox charger.

Our friendly advisors are happy to offer advice and will always talk you through what’s included with your chosen lease package.

Why do electric vehicles have several power outlets?

The Electric vehicle industry has adopted different types of connectors in different countries. Japan, China and Asian manufacturers generally use Type 1 (J1772), with Europe and America favouring Type 2(62196-2). So a European car using a Charge point in a European country will need a Type 2 to Type 2 lead.

A Japanese car using a charge point in Europe will need a Type 1 to Type 2 Connector.

FlexiHire questions

Do you provide short term electric car and van rental for personal use?

Currently our FlexiHire product is available for business users only. We offer short term rental solutions to some fleet customers to help ensure a smooth transition to electric too.

The minimum duration for personal use is 2 years.

Do you provide insurance?

No, you are required to ensure you have fully comprehensive vehicle insurance in place.

We will need to see evidence of this prior to delivery of the lease/rental vehicle. Please speak to your insurance provider for a quote as prices may vary.

Do I need to register my EV for London Congestion Charge exemption?

All of our EV FlexiHire rental vehicles have been registered for the London Congestion Charge discount so you don’t need to do anything, you can travel in and out of London for free!

However, if you lease a vehicle from us through Business or Personal Contract Hire, it is your responsibility as the driver of the vehicle to apply for the exemption discount.

Service & maintenance questions

For more information on maintenance and servicing, visit our dedicated page.

Does my EV lease include servicing and maintenance?

Leasing packages offer a maintenance option that can be tailored to suit your exact requirements, including the cost within your monthly price plan. If you choose to add this option, the following vehicle maintenance is covered; breakdown cover, annual servicing, tyres (worn, not punctured, or side wall damage) and MOT.

Damage (smashed lights, exterior damage etc) are not covered and will be recharged along with an admin fee. If you choose not to include the maintenance option then you will need to fund this yourself.

I've opted for maintenance. Where can I take my vehicle for servicing?

If you’ve taken the maintenance option with us then you can visit any of the manufacturer’ approved UK based dealerships for any servicing or maintenance, taking advantage of their courtesy car and other services offered.

What happens if I need a replacement vehicle?

There may be a time when you might need the use of a replacement vehicle, especially when yours is in for a more detailed servicing. Your servicing provider/dealership may be able to offer a courtesy car as an optional ‘relief vehicle’ for you. Speak to your chosen servicing outlet directly.

I haven't taken out maintenance. Do I still need to service the vehicle?

Although it is to be expected that nothing major should occur whilst driving your lease car, you still need to carry out maintenance checks to ensure the vehicle’s condition remains as good as possible.

Failure to maintain your vehicle would invalidate the warranty, therefore any problems or damage that would arise from not servicing your lease vehicle would leave you liable for the costs of repair. The vehicle should be returned at the end of lease with a stamped service history book.

How often do I need to service my lease vehicle and do you let me know when the service is due?

As we deal with thousands of cars and vans at any one time, you can appreciate managing individual servicing times is simply an impossible task. However all the information you need on when to service your lease vehicle is located within the instruction manual. As a general guide, servicing should be done annually or every 10,000 miles, whichever comes first.

What happens if I breakdown? Is roadside assistance included with my quote?

All manufacturers now offer at least 12 months roadside breakdown assistance, some more than this. When you receive a new car there will be details of this breakdown assistance within the vehicle guide. Alternatively, many insurance policies often cover breakdown assistance too. If you have a maintenance package with your contract, breakdown cover is included. However, if the vehicle runs out of charge, or has a puncture, this is not a manufacturer fault and so you will be recharged for the cost of recovery. If you are unsure please ask your Account Manager.

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