Whilst supply chain issues are still improving, your delivery timeframe will differ dependant on the manufacturer and model you choose. Fortunately, we’re proud to work with a nationwide network of manufacturers, dealerships and suppliers to source vehicles as soon as possible.
Some vehicles may need to be ‘factory ordered’ and depending on the manufacturer, delivery may take anywhere up to 16 weeks, however we will always look to align deliveries to your convenience and offer transparency on individual lead times.
The nominated dealership will stay in communication with the manufacturer and with us, updating any changes to the estimated date of delivery.
If your vehicle lead time is delayed, we will keep you updated. If you have an urgent need for a vehicle and will be negatively impacted by any delays, please contact your Fleet Manager who will look into this further on your behalf and make arrangements for you such as organising short term vehicle hire.
We are able to deliver new vehicles wherever suits you or your employee within the UK, presuming it is a safe environment for our delivery drivers and access is granted. Be that a residential address or business one.
We encourage drivers to inspect their new vehicle carefully for any damage upon delivery.
In the unlikely event that they notice any damage or you believe the vehicle or specification differ from your order, please ensure it is noted in the handover delivery documentation with the delivery agent.
Please then call our driver line to notify us. We will make necessary arrangements for repairs or replacement.
Maintained customers: 0330 024 3456
Non Maintained customers: 0333 222 3000
Yes, we can build this into your fleet policy should you wish.
There will be a full appraisal of the vehicle by the delivering driver – please expect this to last around 20 minutes.
If we are delivering your new car we can arrange to collect your current vehicle at the same time, however this is not always possible. Your Athlon account manager can advise further.
If your new vehicle is not ready or you do not have a replacement vehicle on order, we can organise a collection time at as convenient a time as possible.
Our return standards are aligned to the industry standard guides as laid out by the BVRLA. The BVRLA standards are available here.
The BVRLA fair wear and tear guide contains everything you need to know regarding the condition your vehicle must be in when it is returned.
To avoid damage and inappropriate vehicle usage, why not consider Athlon’s range of in-person or online driver training?
All items that were provided when the vehicle was delivered should still be present at the point of collection. Examples include:
- All keys, including spares and locking wheel nut
- Service book and manuals
- Parcel shelf
- SD card/any USB cables or missing items will be chargeable in line with BVRLA guidelines and we cannot accept items returned following your collection date. Please also ensure drivers delete any personal data that may be held within the vehicle such as contacts and home address, as well as any personal effects. We also ask that vehicles are cleaned inside and out prior to collection.
Our qualified assessors thoroughly inspect the vehicle, including at the point of collection and we recommend that you are present so that the inspector can explain any damage or charges. There will also be a follow up inspection in a controlled environment once the vehicle reaches our de-fleet centre where photographic evidence will at this point be provided as part of the full inspector’s report.
In the event of dispute, a prompt review will be carried out by our damage team. The area of concern will not be removed from the inspection report until final receipt from the damage team with full review and any further comments. We will of course keep you updated throughout this process. The BVRLA can provide a third-party conciliation service should you believe any observations to be unfair.
Our return standards for both cars and vans can be found below:
Car - https://issuu.com/bfwsn67/docs/athlon_car_2020?fr=sODZhMTI4NTE1
Van - https://issuu.com/bfwsn67/docs/athlon_lcv_2020?fr=sM2YwMzI4NTE1
Whilst an initial inspection is made at collection, to ensure quality control, the vehicle will then be fully appraised by our end of contact provider when it reaches its final destination by a BVRLA trained assessor. Should any additional damage, not already highlighted be found that fall outside of BVRLA’s fair wear and tear guidelines, our end of contract team will be in touch to notify of any charges, detailing the damage/s. Fair wear and tear is what is deemed as acceptable deterioration of the vehicle based on its age. Our return standards can be found here.
No, as we are not obliged to repair the vehicle. The end of lease charges occur when the vehicle, its equipment or accessories are not maintained as originally agreed at the start of the lease.
These charges can still be applied at end of the lease, it will be a commercial decision if we decide not to repair damage, replace missing equipment etc. before the vehicle is sold.
Athlon are committed to providing the best possible service to our customers. However, if you are not satisfied with any aspect of our service, we advise following our Complaints Policy, found below.
Athlon’s Complaint Procedure
We strive to provide first class customer service to all of our customers; if we have not met this high standard please do not hesitate to contact us using the details below. We will do our best to address your issues as efficiently as possible.
Contacting us
Telephone Number: 0333 222 3000
Email Address: resolutions_uk@athlon.com
Postal Address:
Athlon Mobility Services UK
PO Box 6444
Milton Keynes
MK10 1ND
What happens next?
Once we have received your complaint, we will provide you with an acknowledgement and investigations will begin.
Timescales
We will acknowledge your complaint within 24 hours of receipt. This acknowledgement will include our complaints handling process.
We will work on your case and attempt to resolve as soon as possible. We aim to provide you with a Final Response letter within 8 weeks detailing the outcomes of your complaint, but most issues are resolved far quicker than this.
If we are unable to provide a Final Response letter within 8 weeks, we will contact you to explain the delay and when you are likely to receive the Final Response letter.
The British Vehicle Rental & Leasing Association (BVRLA)
Athlon are a member of the BVRLA. As such our customers can contact the BVRLA for help and advice as part of their free government approved independent conciliation service aimed at resolving disputes. If you are not satisfied with our Final Response, you can write to the BVRLA to express your concerns.
Write to BVRLA:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
Or contact the BVRLA by visiting bvrla.co.uk website.
At Athlon we are committed to treating our customers fairly and delivery the best possible service. We look forward to being able to investigate your concerns thoroughly and together agreeing a resolution that is fair.