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Customer FAQs
Welcome to our Customer FAQ page, your go-to for detailed answers to the most common questions.
If you don't find what you're looking for, our customer support team is ready to help, contact us at 01494 424242 or admin@dreamlease.co.uk
Customer FAQs
When will I get my vehicle?
Delivery will be arranged with you for a convenient date once your finance agreement has been completed, any required payments are made and the dealership has confirmed your vehicle is ready for delivery.
Delivery must take place to the person and address detailed in the finance proposal. If you would like to change the delivery address or have someone take delivery on your behalf, please let us know at least 48 working hours beforehand so we can advise if it is possible and what ID will be required.
IMPORTANT INFORMATION
* Delivery dates often roll over to the next available date if not booked on the day provided. Please confirm your choice of date as quickly as possible so we can try to secure your preferred date.
* We cannot guarantee time slots for deliveries. The delivery driver will try to call you when they are on their way but this is not always possible, therefore you will need to be available for delivery all day.
* Please ensure that your vehicle is thoroughly checked over on arrival and that any issues or damage are logged by the delivery driver, no matter how small. DreamLease nor the supplying dealer are able to take responsibility for issues that occur after delivery.
* A cooling-off period (14 days) may apply to the agreement you have with your funder and delivery cannot take place until after this has expired. We can however book the delivery to take place once the cooling-off period has passed.
* Before delivery, the supplying dealer will complete a pre-delivery inspection of your vehicle, tax the vehicle (if applicable) and register it with the DVLA.
I’ve signed my order form, what happens next?
1. You will receive details of how to make payment of the processing fee, payment is due within 7 days.
2. Your finance documents will be raised and sent to you for either e-signing (on the funder’s portal only, other forms of e-sign will be rejected) or for wet signing, in ink pen.
Occasionally your finance documents will not be raised until closer to delivery, when the vehicle’s registration and chassis numbers become available.
3. Your agreement with be reviewed and approved by the funder.
4. If your vehicle is a factory order we will keep checking the status with the supplying dealership and keep you updated with the estimated delivery date.
5. Your initial rental may now be payable depending on your agreement. If this is the case, we will provide details of who to pay this to. If it is due after delivery your funder will usually take payment by direct debit.
6. Once the finance agreement is completed, any payments made and the supplying dealership has confirmed the vehicle is ready for delivery, we will contact you to book the delivery for a convenient date.
* Please note even if your vehicle is in stock it can take 2-3 weeks to complete the process and for you to receive your vehicle. During busy times this can be longer, however, please be assured we understand that time is likely to be of the essence and you'll want your new vehicle ASAP!
Why isn't the registration number working for the insurance?
Where the registration number is not recognised by your insurer you should give them the vehicle description, this can be found on page 1 of your DreamLease order form and in your finance agreement.
Although the dealer will register the vehicle with the DVLA this often doesn't happen until the day of delivery, it can also take a while for the insurance companies to recognise the registration number and in these instances, they will need to use the vehicle description.
Where will I find the value of my vehicle for the insurance?
The value of your vehicle is shown as "P11d" on page 1 of your order form, under the vehicle description section.
Will my vehicle come with floor mats?
Unless specified otherwise, your vehicle will not come supplied with floor mats.
As you are required to keep the vehicle in good condition, we recommend you purchase floor mats, where you purchase these from is your choice.
Will delivery mileage count towards my contracted mileage allowance?
No, any mileage present on the vehicle will be noted and deducted at the end of your contract term.
Who is responsible for insurance?
The person or business named on the agreement is responsible for ensuring that the vehicle is insured as detailed in the finance agreement from the date of delivery until the vehicle is returned.
Occasionally the registration number may not be recognised until the day of delivery, therefore your insurer may need the full model description too, you can find this on your order form or finance agreement.
Who can drive the vehicle?
Anyone who has the lessee's permission and is covered by your insurance policy can drive the vehicle, but it must remain in the possession of the person or business named on the agreement.
Please refer to your funders finance agreement for further information.
Will I get the V5?
No, your funder will be the registered keeper and will hold the V5.
As the register keeper, the funder will administer any parking or traffic fines and charge these to you as detailed in your finance agreement.
If you need a copy of the V5, please contact your funder, their details can you found on your finance agreement, alternatively please contact us and we'd be happy to find these for you.
Can I add a personal number plate?
Most funders do allow this and we recommend the registration number is changed after delivery to avoid any delays in receiving your new vehicle.
Please contact your funder to obtain permission and details of any costs involved.
You should liaise with your funder 10 to 12 weeks before the end of the lease term to ensure ownership of your personal number plate is transferred back to you and age-related number plates are put on the vehicle before it is returned to the funder.
Does my vehicle come with breakdown cover?
Most manufacturers provide free breakdown cover for a period of time. Please check with the manufacturer for more details.
If you have taken a maintenance package with your lease then this is likely to include breakdown cover and you should refer to your finance agreement for further information.
Will my vehicle come with a warranty?
Yes, all new lease vehicles come with the standard manufacturer warranty and often breakdown cover too.
If your vehicle has been pre-registered this will affect the length of the warranty as this starts on the date the vehicle is first registered with the DVLA.
How do I need to care for my leased vehicle?
Servicing
Regular servicing helps ensure that essential checks take place on the vehicle’s safety components such as the braking system and suspension. Regular servicing provides peace of mind that the vehicle is in a road-worthy condition. Additionally, looking after the vehicle according to the vehicle manufacturer’s servicing and maintenance schedule is an obligation under your funder's finance agreement.
MOT
If your lease vehicle is three years old or more, you must ensure it has a current MOT certificate at all times.
Dashboard Messages and Warning Lights
Most cars have dashboard warning messages for things such as the braking system, engine, oil and coolant levels, and tyre pressures.
The vehicle operating manual will explain what each warning message means and what action you need to take. You must heed these messages to ensure the vehicle continues to run safely and efficiently.
Chips, scuffs and scratches
You should check with your funder, however, most will allow you to arrange to have minor damage rectified and missing or broken items replaced before the vehicle is returned. You must ensure the work is carried out to a professional standard by a competent repairer.
Tyres
It is important to look after your vehicle’s tyres. If your tyres are in poor condition they could blow out on a busy road or lose traction in poor weather. The vehicle operating manual will provide details of the vehicle's recommended tyre pressures.
Windscreens
Chips, cracks and holes should not interfere with the driver’s line of sight. If the windscreen does not meet current MOT standards, it must be replaced. If the windscreen is repaired or replaced, it must be recalibrated according to the vehicle manufacturer’s specification so that any advanced driver assistance system (ADAS) is fully functioning on the vehicle.
Upholstery and carpets
When the vehicle is returned, the funder will expect the vehicle’s interior upholstery and floors to be clean, odourless, and without burns, scratches, holes, tears or stains. We recommended that you purchase a set of floor mats to help preserve the condition of the carpets in areas of heavy wear.
Who responsible for Servicing and MOT?
You are responsible for ensuring the vehicle is maintained in line with the manufacturer's recommendations and the funder's requirements as detailed in your finance agreement.
If you have included a maintenance package in your lease the cost of routine servicing, maintenance, MOT, repairs due to wear and tear and often tyres will be included in your monthly rental. However, it is still your responsibility to make the necessary arrangements to have the vehicle serviced and MOT'ed.
If you have not included a maintenance package in your lease, you will need to pay for servicing, maintenance, MOT, repairs and tyres as required.
Your DreamLease order form and Funder finance agreement will confirm if your lease includes a maintenance package.
Where should I take my vehicle for servicing and repair?
If you have taken a maintenance package with your lease your funder will advise where to take your vehicle.
If you have not taken a maintenance package, most funders allow servicing at any VAT-registered garage, that uses genuine parts and follows the manufacturer's servicing schedule, however, it is best to check with your funder to ensure you are within the terms of your agreement.
Do I need to tax my vehicle?
No, your funder is responsible for taxing your vehicle through the life of the agreement as they are the registered keeper and hold the V5.
The cost is included in your lease, however, if there are any increases as the result of a government change, the funder may pass this on to you.
Who should I contact during the lease if I have queries?
We are on hand to assist with your queries and can be contacted on 01494 424242 or admin@dreamlease.co.uk
In some instances, we may need to refer you to your funder, for example, payment or vehicle maintenance queries.
What should I do if I cannot afford my monthly rental?
If you are concerned about the affordability of your vehicle lease, or that of somebody close to you, it is important that you:
- Talk to your funder as soon as possible
- Be open about your situation. There are options that they can explore with you, but only if they are fully aware of your circumstances
- Make sure those discussions take place before you miss any payments. You could be at risk of losing your vehicle if you fall behind
There are a number of resources available to support you if you can't afford your vehicle lease payments such as:
https://www.citizensadvice.org.uk/debt-and-money/help-with-debt/
https://www.gov.uk/options-for-dealing-with-your-debts
Who should I contact if the vehicle is involved in an accident?
If your insurer deems the damage repairable you usually do not need to inform the funder however you should refer to your funder finance agreement for further information.
If the vehicle is declared a total loss by your insurance company i.e. it's written off or stolen, you must inform the funder as quickly as possible.
The funder will liaise with your insurance company to arrange the settlement.
What should I do at the end of the lease term?
You must arrange for the vehicle to be returned to the funder.
The funder or their agent will usually collect the vehicle from you, please ensure you allow enough time to arrange the collection. Your funder may impose additional charges if the vehicle is not collected by the lease end date. We recommend you start making arrangements at least 2-4 weeks before the agreement end date.
If you have added a private number plate to your vehicle you will need to arrange for this to be removed and age-related plates added to the vehicle before the collection is arranged. We recommend you start making arrangements at least 8-12 weeks before the finance agreement end date.
We recommend that you assess the vehicle for damage before arranging the collection. Your funder will be able to provide you with a copy of their fair wear and tear guidelines.
What happens if I exceed the contracted mileage allowance?
If your vehicle is returned with more miles than the agreed mileage allowance as detailed in your finance agreement, your funder will charge you for the excess mileage.
Excess mileage charges are usually calculated on a pence per mile basis, further details about these charges can be found in your finance agreement.
Your funder may allow you to amend the mileage allowance during your agreement term, however, there can be restrictions, such as having at least six payments remaining on your lease. Some funders allow you to calculate and amend your mileage online, with others you need to request this manually, please feel free to contact us and we'd be happy to assist.
What will happen if I return my vehicle with damage or missing items?
At the end of the agreement term, you must arrange for your vehicle to be returned to the funder, the funder or their agent will then complete an assessment of the vehicle.
If your vehicle is returned with missing items such as spare key or services history, or with damage the funder deems to be over and above fair wear and tear (FWT), they will charge you to compensate. Further information about these charges can be found in your finance agreement.
Fair wear and tear occurs when normal usage causes deterioration to a vehicle. Damage occurs as a result of a specific event or series of events such as impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.
We recommend that you assess the vehicle for damage before arranging the collection. Your funder will be able to provide you with a copy of their fair wear and tear guidelines.
Can I buy the vehicle?
No, as your agreement is for the lease of the vehicle you are unable to own the vehicle.
You must arrange for the vehicle to be returned to the funder at the end of the agreed lease term.