This document details all key events that may occur during and at the end of your agreement, so you can easily navigate your leasing journey with us and then contact us if you have any queries.
Novuna Vehicle Solutions offers Personal Contract Hire and Business Contract Hire.
With Contract Hire, you can lease a vehicle for a set period with fixed monthly rentals inclusive of VAT. The term, mileage, vehicle cost and expected value of the vehicle at the end of the agreement are factors determining the rental cost.
Terms are customisable within a pre-defined range, with fixed payments throughout (VAT subject to change). You can opt for maintenance covering servicing, tyres and repairs. Mileage is fixed with excess mileage being charged in-line with the excess mileage rate on the agreement.
Road Fund Licence (Vehicle Tax) is also included, with any increases re-charged during your agreement term.
It is important to note you will be responsible for insuring the vehicle on a fully comprehensive basis.
You must keep the vehicle in good repair and serviced in-line with the manufacturer’s guidelines either at your own cost or via the Novuna maintenance package. Damages outside BVRLA Fair Wear and Tear guidelines or missing service records could be liable for a charge at the end of the contract.
At the end of the term, you return the vehicle to us and will not have the option to own the vehicle. Early termination, damage to the vehicle outside of fair wear and tear or excess mileage may result in additional charger.
Under Contract Hire, we retain legal ownership of the vehicle and simply hire it to you for the duration of the contract. The amount you pay for this is largely dependent on what we anticipate the vehicle will be worth once the contract ends and the vehicle is disposed of.
It will also include an allowance for all the relevant registration fees and road tax. Additionally, you can choose to include vehicle servicing and maintenance, breakdown cover, insurance and accident management within the contract.
You will not own the vehicle. Novuna Vehicle Solutions will purchase the vehicle and then hire it to you charging a fixed monthly rental payment using a hire agreement. At the end of the agreement the vehicle is returned to us.
In consultation with you prior to signing, each agreement will specify a maximum number of miles that you can use. If at the end of your agreement you have exceeded the number of agreed miles, an excess mileage charge will apply at the rate set out in your agreement.
If you anticipate you may exceed your limit and would like to discuss this further then please please contact us on 0344 463 2900.
The Intermediary with whom you placed your order through will inform you of the estimated delivery date.
If at any time during the period prior to the estimated delivery date of the vehicle the estimated delivery date is extended by more than 10 weeks, then you may provide 14 days written notice to terminate the agreement, the termination will be accepted unless the vehicle has been delivered during the notice period.
If your current car is leased to you by Novuna Vehicle Solutions you will have the option to have your new vehicle delivered at the same time your current lease vehicle is collected.
There will be an appraisal of your current vehicle by the delivering driver. End of contract damage charges and excess mileage charges may apply and will be invoiced following receipt and full assessment of the vehicle.
When you receive your vehicle please ensure you inspect it closely during the handover process and confirm any damage with the delivery driver, ensuring it is recorded on the handover documentation.
Please contact us on 0344 463 2900 to notify us of the damage and we will make the necessary arrangements.
This document details all key events that may occur during and at the end of your agreement, so you can easily navigate your leasing journey with us and then contact us if you have any queries.
If your vehicle is part of your company's scheme, please email your dedicated customer services email address with supporting evidence ie marriage certificate, passport or record of divorce for change of name. Emails will only be accepted from the email address we hold on file.
If your vehicle is a personal lease, please contact your customer services team on smecustomerservice@novunavehiclesolutions.co.uk with supporting evidence ie marriage certificate, passport or record of divorce for change of name. Emails will only be accepted from the email address we hold on file.
If your vehicle is part of your company's scheme, please email your dedicated customer services email with your new address. Emails will only be accepted from the email address we hold on file.
If your vehicle is a personal lease, please contact your customer services team on smecustomerservice@novunavehiclesolutions.co.uk with your new address. Emails will only be accepted from the email address we hold on file.
If you would like invoices to be sent to you via email, please email our customer services team on smecustomerservice@novunavehiclesolutions.co.uk advising them of the change wanted.
If your car is part of your company's scheme, please contact your dedicated driver line.
Alternatively, please call 0344 463 2900 to book a service, MOT, tyre replacement or report windscreen damage.
We are sorry to hear you have been in an accident, please contact your insurer when you are able to, who will liaise with us when needed.
To set up a direct debit, please complete the below direct debit mandate form and either email RAMT@novunavehiclesolutions.co.uk or post the completed document to us.
If you miss a payment or have experienced a change in circumstances which may mean you will struggle with future payments, we are here to support you.
Please contact us on 0343 3519 021 or ramt@novunavehiclesolutions.co.uk and we will work with you to discuss options and find a solution tailored to you after taking into consideration your overall financial position. This support will be available if you’re struggling for the first time or if you’ve already had help.
Talking to us will not affect your credit file, we can support you. If you agree an arrangement with us, this will be reflected on your credit file, but this also happens if you miss payments.
In order to take a lease vehicle abroad, it is a legal requirement to be in possession of a VE103 Vehicle on hire certificate. This certificate confirms that you have Novuna’s authority to take the vehicle abroad. Please request a certificate at least 10 working days prior to travel. There is a fee of £12.00 to obtain the certificate.
You can add a personalised number plate to your vehicle for a Fee of £25.00 by emailing Fleetadmin@novunavehiclesolutions.co.uk.
Please note this is in addition to any fees payable to the DVLA.
If you feel as though you need further support, please find below a list of debt charities and not-for-profit organisations who will be able to provide financial help and support:
Money Helper - https://www.moneyhelper.org.uk/en
Citizens Advice - https://www.citizensadvice.org.uk/debt-and-money/
National Debtline - www.nationaldebtline.org or call 0808 808 4000
StepChange Debt Charity - www.stepchange.org or call 0800 138 1111
Mental Health & Money Advice – https://www.mentalhealthandmoneyadvice.org/en/
Business Debt line - www.businessdebtline.org or call 0800 197 6026
If you have received notice of a fine you wish to discuss please call 0344 463 2900.
Accidents happen, but our first priority is your safety. We are here to help you, so when it is safe to do so, give us a call on 0344 463 2900 with all the information and we will talk you through the next steps.
The Agreement is not cancellable unless:
1) You have entered into the agreement at a distance and it is for personal use, you will have 14 days to notify us of your request to cancel the agreement. The 14 days period begins the day after the agreement is signed by you.
2) The estimated delivery is extended by more than 10 weeks then you will have the opportunity to cancel the order.
3) The manufacturer increases the cost of the vehicle prior to delivery
It is not possible to swap vehicles part way through your agreement. If you would like to terminate early, an early termination fee will apply along with any excess mileage and/or damage charges.
If you damage your vehicle, you may have your vehicle repaired by a garage of your choosing. Repairs must be completed to a professional standard by repairers who can provide fully transferable warranty on their work.
If you do not have the vehicle repaired, or if repairs have not been carried out in accordance with the relevant BVRLA Fair Wear and Tear standards, you may incur charges at the end of your contract.
If you are involved in an accident where any parties are injured, please call the emergency services and your insurance company if appropriate. If you have accident management cover with us, please let us know of the incident by contacting us on your dedicated company driver line or 0344 463 2900, and we will make arrangements to support you.
As soon as you become aware that your vehicle has been stolen, call the Police immediately to report the crime and get a crime reference number. Please also contact your insurance company if appropriate.
Please contact us on your dedicated driver line or 0344 463 2900 to advise us of what has happened and we will make the necessary arrangements.
If you suspect a manufacturing issue, please contact us on 0344 463 2900 or email your dedicated customer services team for advice and support.
Your vehicle must be returned in a legal and roadworthy condition, with a valid MOT certificate (if applicable) and all servicing documentation should be present, with no outstanding servicing or maintenance requirements. Failure to provide this may result in recharges being applied.
With regular checks and repairs (when required) you will have taken positive action towards reducing any end of contract damage charges that may follow.
Please refer to the BVRLA Fair Wear and Tear guidelines and our helpful video for information on what damages are classed as general wear and tear.
The following are examples of items that must be returned at point of collection (please note that this list is not exhaustive):
Removable equipment, such as parcel shelves, load covers and head rests
Service book
All sets of keys
Owner's manual
Locking wheel nuts
If these are not available at point of collection, they will be deemed as missing and maybe chargeable in accordance with the relevant manufacturers costings.
Do not forget to sign out of any systems or remove personal information from the vehicle on charging apps (electric vehicles only.) If you do not remove details, personal information as well as payment details may be used by the next driver of the vehicle.
It is your responsibility to arrange the collection of your vehicle. You can do this by emailing our collection agency on UKCA.NovunaBookings@coxautoinc.com who will confirm the collection date with you in advance.
Please be aware that there is a charge for any aborted or cancelled collections:
- Vehicles in a non-roadworthy condition (please refer to the Manheim Return Guide for more information)
- Amendments or cancellations after 12pm the prior working day prior to your scheduled appointment
£166.72 + VAT Car
£182.35 + VAT LCV
If you believe to have any issues which may be a manufacturer fault prior to the return of your vehicle, it is important to remember it is the customers responsibility to bring this to the attention of the dealer before return.
The resale value of a vehicle has no bearing on the damage found, charges are applied when damage is out of fair wear and tear.
Please refer to our End of Contract video, which provides advice on how to check your vehicle for damage and how to prepare your vehicle for collection.
You can choose to terminate your lease early at any point in the agreement. Early termination fees apply:
35% of outstanding rentals in the first 12 months
50% of outstanding rentals thereafter
Excess mileage (pro-rated) and damage charges will also apply in accordance with the terms of your agreement.
If the vehicle is returned with fewer miles than contracted, this will not be offset against the damage charges. It is very important that the mileage is accurately estimated at the outset of the agreement and managed thereafter if necessary. The lower mileage has no bearing on the damage found.
If you do not agree with the inspector's report, please contact us on 0344 463 2900 or email your dedicated customer services email to raise your specific concerns. We will review the report to ensure all charges have been correctly applied.
Damage on the vehicle at the time of return is chargeable if it is not deemed as fair wear and tear.
If you are concerned about damage to your vehicle, please refer to the relevant BVRLA Fair Wear and Tear guide.
Any repairs made to the vehicle before it is returned must meet the BVRLA standards and be carried out by repairers who can provide a fully-transferable warranty on their work.
Our end of contractor inspector Manheim will assess your vehicle against the relevant BVRLA Fair Wear and Tear standard. Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle. If you exceed these standards then you will be liable to pay for the damages.
Manheim will provide you with a doorstep report at the time of collection confirming their findings and subsequently Novuna will provide you with a full inspection report with images taken by the inspector and any associated costs.
For further guidance, please refer to the BVRLA Fair Wear and Tear guide or our helpful video.
Charges are applied where damage is deemed to be outside of standard fair wear and tear if it is deemed to have impacted the resale value on return of the vehicle as estimated prior to entering into the agreement. The vehicle may or may not be repaired prior to resale.
The inspector will have identified damage on the vehicle before using the striped board and ruler. This tool is used in fairness to our customers to help better determine the extent of the damage and whether or not it is chargeable against the BVRLA.
Watch our EOC video here.
The age of a vehicle has no bearing on charges for damages that have been found to be outside of fair wear and tear.
When BVRLA members review deterioration in the vehicles condition at the end of a contract or finance agreement, they consider the age, mileage, and whether the vehicle has been looked after sufficiently.
Fair Wear and Tear should not be confused with damage, which occurs as a result of a specific event or series of events, such as an impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.
Call us - 0800 542 5578
Email us - customercare@novunavehiclesolutions.co.uk
Write to us - Novuna Vehicle Solutions, Complaints Team, 4 The Sector, Newbury Business Park, Newbury, Berkshire, RG14 2PZ
Once we have received your complaint, we will try to resolve it straight away or within 3 working days from receipt, and will provide you with a Summary Resolution Complaint letter. However if we have been unable to resolve your complaint within 3 working days, we will follow the steps below:
Within 5 working days of receiving your complaint: We will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised.
Within 8 weeks: We will provide our final response with full details including the outcome of our investigation. If we are unable to resolve your complaint within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
We want to be able to resolve your complaint to your full satisfaction however, if you feel our response to your complaint does not fully address all your concerns, please let us know so we can understand if there is anything more we can do. If you are not satisfied with our response to your complaint, you may be able to refer the matter to the Financial Ombudsman Service. We will advise you in our final response letter to you.
The Financial Ombudsman Service offers a free, independent complaint resolution service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in exceptional circumstances.
They can be contacted in the following ways:
Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
E-mail: complaint.info@financial-ombudsman.org.uk
British Vehicle Rental and Leasing Association
Novuna Vehicle Solutions are members of the British Vehicle Rental and Leasing Association (BVRLA) and adheres to their Codes of Conduct. If you are dissatisfied with the outcome to your complaint, the BVRLA offers a free Alternative Dispute Resolution (ADR) Service and will investigate whether Novuna has complied with their Codes of Conduct.
Complaints can be referred by the following methods:
Website: BVRLA Making a complaint (ADR)
Write: British Vehicle Rental and Leasing Association
River Lodge, Badminton court, Amersham HP7 0DD
The Financial Conduct Authority has announced it will be completing a review of the motor finance market and has introduced temporary rules that may impact how we investigate and respond to these complaints. Further information on the changes can be found here.
If you have any further questions about your leasing agreement, get in touch with the Novuna Vehicle Solutions team.
