Questions & Answers
Unexpected things can happen to a vehicle during a contract, so the following questions and answers are your guide to handling the most important 'what ifs'. We also promise to be there, day or night, to help you deal with them as quickly and painlessly as possible.
My vehicle breaks down?
My vehicle suffers some wear and tear?
A vehicle needs servicing and maintenance?
A window or windscreen is damaged?
A vehicle needs new tyres, battery or exhaust?
I need a replacement vehicle?
A vehicle needs to be driven abroad?
A vehicle needs a new tax disc?
A vehicle needs an MoT inspection?
A vehicle is stolen?
A vehicle is involved in an accident?
A vehicle is written off?
I receive a traffic offence or parking notice?
My vehicle breaks down?
Full RAC rescue support is available free with one of our standard contract packages, and can be added at a competitive rate in most others. If you have RAC cover, call 0844 879 6000 24 hours a day, 365 days a year.
My vehicle suffers some wear and tear?
We expect normal wear and tear. We also advise you to fulfil your responsibility to take proper care of vehicles throughout the contract since you will be charged at the end of your contract for any damage beyond normal wear and tear.
A vehicle needs servicing and maintenance?
If service and maintenance is included in your contract, OneCall is your easiest option. You can arrange to have the vehicle collected, serviced, cleaned and returned with OneCall or at www.lex.co.uk (Please note that vans are not cleaned during servicing.) If service and maintenance is not included in your contact, all work must be undertaken by a Lex-approved supplier. Tell the supplier that it's a Lex vehicle so that they can contact us directly to authorise repairs.
A window or windscreen is damaged?
Glass replacement is not included in your contract, but Auto Windscreens offer Lex customers preferential rates. Call 0844 879 6000.
A vehicle needs new tyres, battery or exhaust?
- We will pay if they need replacing because of fair wear and tear or faulty manufacture on a maintenance contract.
- If you have a full maintenance contract, we will pay for tyres to be replaced by Kwik Fit when they reach 2mm tread depth (the UK minimum us 1.6mm). If you have a puncture and it can be legally and safely repaired, this will be charged at cost. If the tyre cannot be safely repaired following a puncture then you will be charged for the difference between the current tread depth on the tyre and the legal tread depth.
- If you do not have maintenance contract, Kwik Fit will give you preferential rates as a Lex customer. You can either take it to your nearest Kwik Fit Centre (call 0844 879 6000 to find the nearest one) or use Kwik Fit's mobile tyre service (call 0800 425 262), which is available to Lex customers, Monday to Friday 8am - 6pm, Saturday 8am - 1pm.
- We'll supply you with one upon request. In some cases, we will provide it free of charge - it depends on the type of contract you have and the reason for needing it. We cannot provide free replacement vehicles in the event of theft.
- During office hours (Mon-Fri 8am - 6pm, Sat 8.30am-12.30pm) we aim to supply replacement vehicles anywhere in the UK mainland within two hours of your request. (Some prestige vehicles and vans sometimes take a little longer).
- In an emergency outside of office hours, we will transport your driver to a replacement vehicle, usually to a 24 hour supplier location.
- In all cases, call us on 0844 879 6000 when the replacement vehicle is no longer required to off-hire it.
- Every replacement car arrives with a full tank of fuel. We advise you to return it with a full tank of fuel to avoid being charged for any shortfall.
- If your contract does not include vehicle replacement, we can offer you a wide range of hire cars at preferential rates.
A vehicle needs to be driven abroad?
Call our TravelCare line on 01454 209 313 and they will handle the arrangements for you. The TravelCare line is open Mon-Sat 9am-5pm and is provided in association with RAC. Your company or driver must ensure that the vehicle is covered by suitable insurance and rescue assistance. Lex drivers are eligible for a 10% discount on personal insurance and other RAC travel services. In addition, RAC Eurocover is available free on some Lex contracts.
A vehicle needs a new tax disc?
We supply tax discs, officially called road fund licences, for the duration of the contract. We send them out automatically in the month before the renewal date. There is no extra charge for this service, but any government tax increases will be invoiced to your account, and any government tax decreases will be credited to your account.
A vehicle needs an MOT inspection?
We'll give you advance warning. If your vehicle contract includes maintenance cover then you must arrange for the inspection to be carried out by one of our approved agents. You can do this through OneCall and we will pay for the MOT test of the vehicle. When you have the MOT certificate, send it immediately to our Heathside Park offices in Stockport (c/o Fleet Administration) so we can re-tax your vehicle. If your vehicle contract does not include maintenance cover then it is your responsibility to arrange and pay for the MOT. When you have the MOT certificate, send it immediately to our Heathside Park offices in Stockport (c/o Fleet Administration) so we can re-tax your vehicle.
A vehicle is stolen?
Report the theft to the police immediately then notify us by phoning OneCall on 0844 879 6000.
A vehicle is involved in an accident?
You must inform us immediately of any incident involving a Lex vehicle by phoning Claims Solutions on 0844 879 6000.
What if a vehicle is written off?
Let us know straight away of any incidents that renders a Lex vehicle unroadworthy and tell your insurers that the vehicle belongs to Lex. To save you the hassle, we'll handle all insurance matters for you and keep you updated. If your insurer's final offer falls short of the written-down value of your vehicle at the date of the accident, we'll advise you of this before you accept since you will be invoiced by us for the shortfall.
I receive a traffic offence or parking notice?
You must ensure the fines are paid promptly. If the fine is unpaid, the police or local authority contacts us for payment and we pass the notice on to you. Should the fine continue to be unpaid, we will arrange payment and recharge your company for the fine and an additional administration fee.
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