If we need to charge you for damage, we’ll send an invoice within 28 days of you returning the vehicle. 

We assess all returned vehicles to the British Vehicle Rental and Leasing Association Fair Wear and Tear Return Standard

Why are you charging me for a few scratches on my vehicle?

After we collect your vehicle, a British Vehicle Rental and Leasing Association (BVRLA)-trained expert checks it for damage. 
If we charge you for repairs, it means there’s damage to your vehicle that falls outside of the BVRLA fair wear and tear guidelines

Why do I not have to pay the costs shown on my damage invoice? 

If you arranged to add a damage waiver to your contract, it may cover all the costs on your damage invoice. We automatically deduct the damage waiver amount from your invoice total.
For example, if you added a damage waiver for £300, we’ll cover the first £300 of the cost of any damage to your vehicle. If the damage cost is £350, we’d only ask you to pay £50.

If you’re not sure if you have a damage waiver, please check your agreement.

Why have you charged me for missing service history?

When you return your vehicle, we ask for proof to show you’ve serviced the vehicle regularly. 
If we ask you to pay a charge, it means the vehicle service book is missing, or there are no stamps to show proof of servicing. 
If you have your vehicle serviced electronically, you should ask for a digital printout or email confirmation from the service provider. 
If you’d like to appeal a charge for missing service history, you should email all proof of servicing to VRMdisputes@lexautolease.co.uk

Why have you sent me an invoice when there’s no damage shown on the vehicle collection notice?

When we collect your vehicle, our driver carries out an initial inspection and makes a note of any obvious damage. 
Weather conditions or lighting can affect the inspection, so we make a more detailed assessment after our driver returns with the vehicle. 
We’ll only charge you for any damage that falls outside of the BVRLA fair wear and tear guidelines 
You can use our damage calculator to get a rough idea of what your repair costs might be before you return your vehicle to us.
Learn more about damage costs and fair wear and tear.

How have you worked out the damage charges?

We use a fixed pricing system to keep our costs consistent, transparent and fair. 
Charges vary depending on vehicle size and the type of damage or necessary repair. 
If your vehicle needs a replacement part, we work out the cost using the Thatcham-based estimating system.

I’ve not used my full mileage allowance, so will this offset my damage charges? 

This is a credit note confirming we’ve credited your account with any damage charges you shouldn’t have paid for on a previous DAIN invoice.

Why have you sent me this Credit Note? 

You’ve received this credit note because we’ve incorrectly charged you for damage on your DAIN invoice. For example, you were charged for a missing key on your DAIN invoice but both keys were returned when the vehicle was collected.

I’ve already paid the damage invoice in full. How will I get my money back?

If you still have an active Direct Debit with us, then we’ll return any money owing back to your bank account. If you have cancelled your Direct Debit, we’ll send you a cheque by post.

Please note: You won’t automatically be sent a refund and will need to have queried or disputed the damage charge with us first. We’ll then send you a credit note if your dispute is upheld.

Why have I received a Credit or Partial Credit Note for Damage?

We’ve sent you a Credit Note to cover some incorrect damage charges following your conversation with our team. If the credit amount is not what you were expecting, please get in touch with our team again so we can investigate this for you.

Monthly extension rental invoices are generated when your vehicle falls into an informal extension period. This means it has now passed the term end date of your contract.

Why has my monthly rental figure changed?

If you have kept the vehicle past the contract end date, then we refer to this as an informal extension. In this instance, your new monthly rental will be charged at an average of the monthly rental amounts paid across the term of the contract.

Why am I still being billed for this vehicle when I returned it last month/two months ago plus?

It may be because you left your vehicle at a dealership after collecting a new vehicle, or at a BCA Depot? Please contact you customer services adviser so that we can investigate this. It will help to have all your account and billing details to hand when you call.

This is an initial rental invoice which includes any upfront rentals/initial deposit. We’ll send this invoice to you just after we’ve delivered your vehicle.

I’ve noticed my invoice is showing incorrect information – what should I do?

If your invoice is showing the wrong start date, rental rate or vehicle registration for example, you’ll need to raise this as a dispute. 

Please make sure you include any supporting evidence, such as a copy of the vehicle order or signed delivery note showing the correct information, when submitting your dispute to our team for investigation.

This is a monthly invoice showing your vehicle rental amount. It tells you the date we’ll be taking the payment from your account by Direct Debit, including a breakdown of your invoice.

We’ll continue to invoice you monthly until the vehicle is returned, or it reaches the end of the contract.

​​​​​​​Why have you sent me this invoice when I’ve already paid for an Early Termination?

You’ll receive 2 invoices, the Early Termination invoice and a Monthly Rental invoice. The Early Termination invoice will assume that you’re up to date with your monthly rental payments, up to and including, your collection date. 

I returned my car part way through the final month so why have you charged me a full month’s rental?

Your vehicle is on contract until the term end date. This means that all rentals are payable in full until that date, even if you return your vehicle at an earlier date in the last month of your rental contract.

Why has my monthly rental figure changed?

Please first check if you have requested an amendment to your contract. It may relate to whether you’ve extended or decreased the term, or alternatively increased or decreased your mileage allowance, or both.

This will change your monthly rental amount. The cost would have been confirmed before you accepted any amendments.

If you can’t find an explanation, please contact you customer services adviser.

If you’ve received a fine or penalty notice, such as a parking ticket, speeding fine or congestion charge, then this invoice will cover the amount you need to pay for that offence. We may also charge you an administration fee to cover dealing with the issuing authority.

In some circumstances this invoice could also include the actual fine as well as the admin fee.

​​​​​​​Where can I get a copy of an offence?

You can ask us for a copy of an offence by emailing finesandpenalties@lexautolease.co.uk We’ll need the registration number of the vehicle involved in the offence.

How do I challenge the fine?

You’ll need to appeal directly to the issuer. If your fine is appealed successfully, we’ll need you to send a copy of the cancellation to finesandpenalties@lexautolease.co.uk so that we can raise a credit against the fine and any admin fees that have been charged.

What should I do if the fine is overturned?

Please send a copy of the cancellation notice to finesandpenalties@lexautolease.co.uk and we’ll refund the administration fee.

This is a rental adjustment invoice/credit. They’re usually created to correct / make adjustments to any changes in monthly rental invoicing.

​​​​​​​Why have I received a ‘Rental Adjustment’ invoice/credit.

These settle any adjustments needed if you’ve recently accepted a contract amendment. This could include making changes to your contract start dates, period of hire or rentals. Depending on the changes made, it could result in you being either in credit or debit. We’ll send an invoice or credit as appropriate to make the necessary adjustment.

The cost of the Road Tax, also known as Road Fund Licence (RFL), or vehicle excise duty, can increase or decrease during the life of your contract. The Government will usually make any changes to Road Tax as part of the budget. These increases or decreases are either charged or credited to your account. Road Tax is part of the contract and subject to VAT. This is included in the calculation of this document.

Why have I been invoiced for Road Tax Licence when it’s included in the contract/monthly rental?

Each year the Government reviews the cost of re-licensing a vehicle as part of the annual Budget. If any changes are made to the cost of the Road Tax, then this won’t be included in your monthly rental. This is why a separate invoice/credit is generated for any additional/reduction to the amount.

Why have I been invoiced for a Road Tax Licence increase when the vehicle is due to be returned or has been returned?

To make sure that our vehicles comply with legislation and remain legal whilst on the road, we arrange the Road Tax Licence to be actioned for the vehicle before the vehicle’s contract ends. If you’ve returned your vehicle and received a Road Tax invoice, you can claim a full refund by disputing the invoice.

Why have I been invoiced for a Road Tax Licence for a Finance/ Flexible Lease contract?

The terms of your contract with us states that the Road Tax for a vehicle on a Finance / Flexible lease contract is paid by you. We purchase the Road Tax Licence and invoice you for the full amount plus VAT.

Why have I been invoiced for a Road Tax Licence when the vehicle has been sold on a Finance/Flexible Lease contract?

If the vehicle has been sold within the last 12 weeks, the credit will automatically be sent to you once we receive the refund from the DVLA. If the vehicle was sold more than 12 weeks ago, please contact your customer services advisor.

Why have I been charged VAT on a Road Fund Licence?

A Road Tax Invoice is for the service provided in arranging the Road Tax for the vehicle, and the customer is reimbursing us for that cost. If the customer pays VAT on their rentals, they are liable to pay VAT on the RFL invoice.

This invoice covers Early Termination rental charges only. We’ll send this to you If you’ve asked to end your contract before the agreed contract end date. We’ll already have sent you an Early Termination quote, confirming you’ve accepted this charge. This invoice doesn’t include any additional charges or costs, such as excess mileage, damage or monthly rentals. These will be invoiced separately if they apply.  Please note, the mileage that appears on the Early Termination invoice is an indicative charge meaning that the costings on the quote may not match the final charge.

I have ended my agreement early and I’m returning my vehicle before the end of my billing period. Am I entitled to a partial credit?

No, you won’t qualify for a partial credit if you return the vehicle before the end of the billing period. Your Early Termination quote includes the cost for a full month’s rental. When you signed your agreement, you accepted that you’ll pay the full month’s rental, regardless of when the car is returned within that final billing period.

Do I still have to pay a final month’s rental if I’m paying an Early Termination charge?

Yes, as above. If you end your agreement early, you’ll still have to pay the relevant month’s rental. This is because the final month’s rental is included in the Early Termination calculation.

If I buy my vehicle from you during the term of the contract, does this price include any additional termination charges?

No, it doesn’t. The price will only be for the value of the vehicle itself. We’ll send you any quotes or invoices as appropriate separately for any Early Termination charges, rentals or excess mileage costs.

I paid an initial payment of 3 monthly rental payments (a terminal pause) at the start of my contract. So why is the Early Termination quote charging me for this pre-paid rental period?

Early Termination quotes are based on the contractual months remaining or as otherwise agreed. Any remaining full pre-paid months will be credited once you’ve returned the vehicle.

The extra payments that you pay up front/in advance are to reduce the monthly rental payment for the duration of the contract, also known as a drip payment. Any unused drip is accounted for in the ET calculation.

These invoices are related to any repairs or AA recovery charges that have been recharged to a customer from Technical Services. These charges aren’t covered by a maintenance contract.

Why have you sent me an invoice for technical services and/or maintenance re-charges?

If you’ve taken your vehicle for repairs that aren’t covered under your warranty, then we’ll send you an invoice for these costs. Also, if you’ve had to call the AA to get your vehicle recovered for anything that was not considered to be a mechanical failure. This could be for a flat tyre or broken windscreen for example.

This invoice covers charges for any excess mileage over your agreed contracted mileage allowance. You can see your agreed mileage and the excess mileage cost, pence per mile, on your contract agreement or latest contract amendment. Please be aware a contract amendment replaces any previous agreement.

Why have I received an invoice for the total Early Termination Charge when I’ve haven’t used all my annual mileage allowance?

When you terminate your agreement early, the mileage allowance is calculated on a pro rata basis, up to the day your vehicle is collected. If, by this point, you’re over your agreed allowance, then we’ll charge you an excess mileage fee. The early termination charge is calculated independently from this. This means we’ll send you a totally separate invoice for this charge.

Why is my start mileage showing incorrectly on the invoice?

We apply a standard additional 100-mile allowance at the start of your contract. This accounts for the extra mileage needed when delivering vehicles to our customers. If you believe the start mileage is incorrect, then you can dispute your invoice by providing us with a copy of the signed delivery note. Please contact our customer services team so that they can investigate and make any necessary adjustments.

I have bought my vehicle. Do excess mileage charges still apply?

Yes, all excess mileage charges will still apply. The purchase price is calculated using the mileage reading provided by you. If this is over the contract mileage allowance, then an excess mileage charge will apply.

Can you explain how my final mileage allowance has been calculated?

Miles Per Annum are calculated pro rata using days of hire. The final calculation also takes into account a 100-mile delivery allowance.

Example 1. For vehicles returned within the term, the contracted mileage will be the number of years x their annual mileage. For example, a 36 month / 3-year contract with 10,000 miles per annum

3 x 10,000 = 30,000 allowance

Example 2. For vehicles returned after the term end date, the contracted mileage will be the number of days x your daily mileage. For example, a 36-month / 3-year contract with 10,000 miles per annum but returns the vehicle two week after the term end date.

10,000 miles per annum / 365 days in a year = 27.4 miles per day

365 days x 3 = 1095 + 14 days of extended rental = 1109 days on hire

1109 @ 27.4 = 30,386 allowance

As you have paid for two extra weeks of rental, you are entitled to two extra weeks of mileage allowance.

Example 3. For vehicles which have been returned before the term end date, the contracted mileage will be the number of days x your daily mileage. For example, a 36 month / 3-year contract with 10,000 miles per annum but returns the vehicle two months before the term end date.

10,000 miles per annum / 365 days in a year = 27.4 miles per day

365 days x 3 = 1095 - 62 due to Early Termination = 1033 days on hire

1033 @ 27.4 = 28304 allowance

A part-monthly extension rental invoice sent out if you have kept your vehicle for part of a month, after the term end date of your contract. (Charges are for the number of days in extended hire when, less than a full month’s hire)

Why have you sent me an invoice for excess rental charges?

We’ll send a part-monthly extension rental invoice if you have kept your vehicle for part of a month, after the term end date of your contract. The amount will be calculated from the beginning of the month, up until and including the date you return your vehicle. So, it’s slightly different from the invoice we’d normally send out for a full monthly extension rental.

Why have you charged me for extra days of rental, after returning my vehicle:

If it looks like we’ve charged you for more days, past the date when you returned your vehicle, please contact your customer services adviser.