10 Most Asked Customer Questions

Our Xpert Support Team have answered our 10 most commonly asked customer questions about their lease, both car and contract. 

1. What time will my delivery be?

Our team is often asked about what time delivery will be, both on the day and beforehand. Unfortunately, we cannot be very specific with a delivery ETA which is why we recommend being available all day, even if a delivery window is advised of.

The time your new car will be delivered depends on a number of factors including:

• The distance between the supplying dealership and your address
• The time the delivery driver sets off
• Traffic conditions
• The weather
• If your car is an EV and needs charging enroute

Delivery agents will call on the day of delivery with an ETA when they have a realistic idea of when they will arrive with you, usually with at least an hour’s notice.

2. Does my car come with mats?

It entirely depends on the car you choose whether or not mats are included with it. Some cars have mats as standard, some have them included only on specific trim levels and others have them as an optional extra.

If you’re unsure whether your car will come with mats you can check the manufacturer’s details or ask our team and they’ll be able to confirm with the supplying dealership for you.

3. When will my payments be taken?

When your initial rental payment is taken can vary slightly depending on the funder as some require this to be paid prior to delivery. If this is the case for you, we will let you know when we issue your finance documents. Otherwise, your initial rental payment will be taken via the direct debit details once the car is live on the funder’s system. This will usually be within 5 and 14 days from delivery.  

Your regular monthly rental payments will be taken via direct debit, usually on the monthly anniversary of delivery, unless you agree otherwise.

Once the first regular monthly payment has been taken you may be able to move the payment date to one more convenient to you. To do this you’ll need to speak to the lease funder directly.

4. How do I get a copy of the V5?

5. What are the servicing and MOT requirements?

There are a few different factors that will affect your lease car’s servicing and maintenance requirements. The first is whether your lease includes a maintenance package or not. If you have maintenance as part of your lease then you’ll simply need to ring the funder’s maintenance line and they’ll be able to arrange the servicing or MOT with you.

If you are on a customer-maintained lease (also known as non-maintained) then it will be your responsibility to arrange and pay for any servicing or MOTs needed during the time you have the car. Some funders will have requirements such as the car needing to be serviced at a main dealership but these will be outlined in your contract.

It will be your responsibility to have your car serviced in line with the manufacturer’s requirements. A lot of modern cars will let you know with a notification on the instrument panel that they need a service, but we would still recommend checking the manufacturer’s guidelines for their recommended servicing intervals. These will usually be a time or mileage marker.

6. I've received an unexpected invoice,who do I contact?

If you’ve received an unexpected invoice then you should get in touch with your funder. They’ll be able to explain what the charge is for.

Some common unexpected invoices can be:

• A road fund licence (vehicle tax) increase – when you lease a car the road fund licence is covered at the initial taxation level. If there is an increase between the first tax and following years then you will be invoiced for the difference. Usually this is around £10-£30, though it can be more or less.
• A fine or penalty – a lot of fines are issued to the vehicle so the funder will receive these and then recharge them to you.

There may also be an admin fee for the processing of charges like this, or for any other administration work they need to do.

7. What happens if I get a fine or penalty when driving a lease car?

If you get a fine or penalty in a lease car then it will usually be issued to the vehicle owner, which will be the funder.

The funder will then pay the penalty and then recharge this to you. There may also be a charge from the funder for the administration work they have to do in association with the fine.

If you receive a fine or penalty that is for the driver, such as a speeding penalty notice then the funder will provide the relevant authorities with your contact details to contact you directly.

If you have any questions about the process, or think you may have gotten a fine then we recommend getting in touch with your funder directly.

8. Who do I contact to take a lease car abroad?

If you want to take your car abroad then it will be the funder you need to speak to. You will need to contact them at least 2 weeks before you travel to allow enough time for you to receive the necessary paperwork.

To travel with a lease car you will need a VE103 document, this proves that you have the owner’s permission to be travelling with the car.

9. How do I extend my lease?

If you're nearing the end of the lease and want to help the car for longer than you may be able to extend the contract.

There are two ways you can extend a lease – informally and formally. An informal extension, is when you keep the car without a contract. This is usually used when there’s a gap between your current lease end date and when your new car is due to arrive.

A formal extension is when you sign a new contract to keep the vehicle for an extended period, usually 6 or 12 months. In order to get a formal extension you will need to contact the funder at least 1 month before the end of your contract, and before the last rental payment is taken.

For more information on the different extensions and benefits of each take a look at our detailed lease extension breakdown. 

10. Who should I contact to arrange collection?

 When you reach the end of your lease agreement it will be your responsibility to contact the funder to arrange for your car to be collected.

If you are unsure on their contact details then you can contact our Support Team on 0330 222 00000 or support@xcitecarleasing.co.uk. The team will be able to confirm the contact details you need to arrange collection.

There are a couple of things you should know about arranging collection. Firstly, it is your responsibility to arrange for the vehicle to be collected. If the car isn’t collected until after your contract end date, then you will be charged pro-rata for the extra days that you have the car.

Another thing to be aware of is that most funders only arrange collections on weekdays and just like with delivery most will be a day booking, so you’ll need to be available all day.

Funder contact details

We’ve mentioned contacting your lease funder a lot when answering these questions, so we also wanted to provide their contact details. Below is a list of our funders and their contact numbers.  

If your lease funder isn’t listed above then you can call our Support Team on 0330 221 0000 and they will be able to confirm their contact details for you.