Fair Wear & Tear

Guidelines for cars

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All vehicles returned to LeasePlan UK Limited at the end of every lease period are expected to meet certain minimum standards. These minimum standards are widely known as fair wear and tear.

This brochure has been designed to explainLeasePlan’s fair wear and tear policy in more detail and provide you with guidance on what to expect at the end of your vehicle contract.

Who do we use for our assessments?SGS is LeasePlan’s authorised inspection agent.As the world’s leading inspection, verification,testing and certification company, they providetotally independent automotive inspection servicesto governments, manufacturers, traders, financialinstitutions and insurance companies alike. Thisensures that every vehicle receives an unbiased,objective and clear assessment on its return.

Do LeasePlan and SGS make allowancesfor high mileage or age?Yes. For example, we appreciate that a vehicle that has covered 150,000 miles will naturallyaccumulate more wear and tear than one that has covered half that mileage. That’s why we have a ‘discount model’ in operation that takes into consideration wear and tear directly related to mileage, such as:

• Small scratches and dents

• Carpet wear

• Steering wheel and gear knob wear

• Upholstery wear

However, under no circumstances does this discount model include accident damage, excessivewear and tear or damage caused by misuse. Thismust be repaired before vehicle return (see page 5for more detail).

What is a fair wear and tear guide?

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It’s said a picture is worth a thousand words, so to make it easier for you to understand fair wear and tear, you’ll find diagrammaticrepresentations of what is – and what isn’t –acceptable throughout this guide.

Naturally, we are unable to cover every single form of damage that could occur. But by the timeyou’ve finished this guide, you’ll have an excellentidea of the minimum standard expected forreturned vehicles.

How to use this guide

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To avoid any unforeseen damage charges, there are a few things you can do before your vehicle is collected and taken away for full appraisal.Now’s the time to also ensure your vehicle’sservice history is complete and up-to-date.

Use this guide in fullUse this guide to look around the vehicle and makenotes of any visible damage that you may spot.

Your own pre-collection inspection helps you tounderstand specifically what damage there is onthe vehicle and helps avoid any surprises in termsof unexpected costs.

It also gives you information on how to arrange any damage repairs prior to collection should youchoose to do so. (see page 19).

Ensure your vehicle is cleaninside and outWhen you inspect your own vehicle and on the day of the collection, ensure the vehicle is in aclean condition inside and out. If your car is dirty, it makes it more difficult to spot and make note ofany damage. If your vehicle is dirty on the day ofcollection, pick-up could also be aborted and youmay be charged for the rescheduled collection.

Inspect your vehicle in daylightPark your vehicle where it’s in good naturaldaylight and avoid shadow cover from trees etc.This will help you see dents and scratches that may otherwise be difficult to see.

Inspect your vehicle when it’s dryA wet car will make it much harder for you to spotand make note of any scratches and dents. If thecar has just been washed, or it has been raining,make sure it’s dried thoroughly before inspection.

How best to spot dentsYou are more likely to spot dents if you look downa vehicle’s panel in profile (i.e. side on), rather thanlooking head on. Also, view the vehicle fromdifferent angles.

Be objectiveInspect and appraise your vehicle as objectively as you can. This way you are not invoiced for anyunexpected damage charges. Consider getting afriend or colleague to help you.

Inspect all panelsDon’t forget to inspect the less obvious panels on a vehicle, such as the roof or those below bumperheight. And include checks of the lamps, windowsand mirrors too. For convertibles, ensure the clothroof is undamaged and that the folding mechanismis fault free.

Pre-collection appraisal tips

Basically, everything that you were given with the vehicle when it was delivered to you must be returned with the vehicle.

This includes:

• All sets of keys, including master and valet keys

• All original documents such as the owner’s manual etc

• Evidence of the signed/stamped service history

• Valid MOT certificate (if applicable)

• Radio code cards

• CDs or DVDs for satellite navigation (delete stored locations for security such as your home address)

• All removable audio equipment (such as ‘face off’ units)

• All optional equipment fitted to the vehicle that is not a permanent fixture (tow bars, rear door sun shades etc)

• All emergency equipment supplied with the vehicle (jack, wheel brace, warning triangle, first aid kit etc)

• The spare wheel must be on-board and meet legalrequirements. Or if your vehicle has a ‘tyre mobility set’instead (sealing compound and a 12v compressor that plugs into the cigarette lighter in lieu of the traditional spare wheel), this must be present.

Remove all personal itemsPlease also remember to remove all personal effects from your vehicle prior to collection such as:

• Music CDs • Fuel cards

• Road maps • House keys from the car key fob

• Sunglasses

Remember to check all storage areas in your vehicle, includingthe boot, glovebox, door pockets, seat back pockets and all other storage spaces. We are unable to return personal effects left in the vehicle after the vehicle has been collected.

What do I need to hand back with the vehicle?

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Vehicle graphics/advertising/decalsAdvertising stickers, sign writing, decals (includingglue residue), regardless of size or condition, can have an impact on resale value of the vehicle.As a result, they must be completely and cleanlyremoved prior to returning the vehicle, regardlessof whether they are on the bodywork or glass area.Any costs incurred for the removal of the above willbe recharged.

Clean interiorUnpleasant smells and/or stains in the vehicle’sinterior can affect a returned vehicle’s used value.You may therefore feel it necessary to have yourvehicle completely cleaned using a professionalvaleting company before it is collected.

Accident damage All accident damage falls outside of the definitionof fair wear & tear, irrespective of vehicle age or mileage.

All accident damage must be repaired to the minimum standards as set out in yourorganisation’s company car policy. Uncorrectedaccident damage and/or substandard accidentrepairs will be re-charged back to you or yourorganisation.

Other requirements

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Minimum standard expectedfor returned vehicles

On the following pages you’ll see pictures visiblyshowing what we consider to be acceptable andunacceptable wear & tear. The pictures are alsosupported by explanatory text.

The images are designed to broadly demonstrateour minimum expectations for every returnedvehicle. The images do not, and cannot cover alldamage scenarios, but serve to provide a clearunderstanding of the minimum standards expected.

Light scratches (and scuffs/abrasions) up to 100mm, whichcan be removed by mechanicalpolishing, provided the basecoat has not been penetrated or any rust has developed.

Up to 2 small ‘dings’ per panel is acceptable (3 or more isregarded as ‘multiple’ andtherefore not acceptable).

In all cases, ‘dings’ greater than20mm are unacceptable,therefore this dent is acceptableas it is clearly within the 20mmtolerance.

Acceptable

VEHICLE BODY/PAINT

This panel has multiple dentsand they are greater than 20mm.

Dents with corrosion developing. Scratches/multiple scratches orabrasions which (relative to ageand mileage) are over 100mm inlength have penetrated the paintand cannot be removed viamechanical polishing.

Unacceptable

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C

D

Small areas of stone chipping are acceptable, in line with thevehicle’s age and mileage. Chipsshould not have penetrated thebase coat and should be rust free.

Small paint chips that could be‘touched up’ prior to rustdeveloping are acceptable.

Light scuffing and scratches with a maximum depth of 1mm.

Acceptable

VEHICLE BODY/PAINT

Scuffing and scratches, whichhave penetrated through to thebase coat are not acceptable.Two or more scuffs or scratcheson one panel/body part are not acceptable.

Excessive chipping (in line withthe vehicle’s age and mileage) or chips which have penetratedthrough to the base coat orrusted.

Dents, scrapes, scuffs andscratches with paint damagedthrough to the base coat/metaland showing signs of corrosion.

Unacceptable

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C

D

For textured and non-paintedbumpers – Light scratches and scuffs are acceptable. Also acceptable are small dents(up to 20mm in diameter).

For painted bumpers – Light scuffing and scratcheswhich have not penetrated the paint layer.

Acceptable

GRILLE/BUMPER

Broken, cracked or excessivescuffing of grilles is notacceptable.

Excessive scratching, cracks or dents exceeding 20mm.(Where fitted, tow bars shouldbe complete with their coversand pins should be intact).

Unacceptable

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C

D

A maximum of two small areasof damage per bumper (providedthere is no penetration of thebase coat/rust).

Slight discolouration of thepaintwork/fading.

Acceptable

GRILLE/BUMPER

Excessive, apparent scratches. Excessive damage causing panel buckling.

Unacceptable

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C

D

Tyres with a minimum treaddepth of 2mm.

Light scuffing or scratches to thewheel trim/alloy.

Acceptable

TYRE WEAR/WHEEL RIMS

Bulges, cracks or cuts to the tyre or excess damage to thesidewalls or tread.

Tyres with impact damage e.g. 'kerbing', bald tyres andthose below 2mm tread depthare unacceptable.

Flat tyres due to damage or a puncture, or any other defect affecting the safety of the vehicle.

Unacceptable

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C

D

Scuffing, scratches or depositson rims, providing the rim is not deformed.

Wheel nuts that are rust anddamage free.

Acceptable

TYRE WEAR/WHEEL RIMS

Damaged wheel trims due to breaks, cracks or scuffing.Missing trims.

Rims with heavy damage or missing parts.

Missing spare wheel, if it isincluded as basic equipment, or a missing/incomplete ‘tyremobility set’.

Unacceptable

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C

D

Stone chips on the surface of headlights, fog lights orindicators not breaking the glassand not affecting their function.

Light stone chips (smaller than 10mm) provided they donot obstruct the view of thedriver or hinder driving in rain or poor light.

Acceptable

GLAZING/GLASS

Chipping to lights that break theglass or plastic cover, regardlessof size of chip.

Cracks or chips which restrict the proper function of the lights.Please note that all bulbs shouldbe operational.

Unacceptable

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C

D

Small stickers on the glass.

Acceptable

GLAZING/GLASS

Self-applied sun protection or tinted strips must becompletely removed from allglass areas if they have not been professionally applied, are torn, or are peeling awayfrom the glass.

Cracks in the windscreen, orheavy stone chipping (greaterthan 10mm per chip), whichaffects forward vision.

Excessive large chips, holes or cracks.

Unacceptable

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C

D

Light scuffing and scratches witha maximum length of 50mm anda maximum depth of 1mm. Forpainted mirror casings onlyscuffing and scratches whichhave not penetrated to the basematerial, and where their properfunction is not affected.

Fitted beacons or lights that are properly fitted and in fullworking order, without breaks in the glass. The lights mustcomply with legal requirementsand if necessary mentioned inthe vehicle documentation.

Acceptable

MIRRORS/EXTERNAL FITTINGS

Scuffing and scratches whichexceed a maximum length of 50mm. For painted mirrorcasings scuffing and scratcheswhich have penetrated to thebase material.

Deformation of the mirror is not acceptable.

Beacons that have damaged thestructure of the vehicle throughtheir fitment are not acceptable.

Unacceptable

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C

D

Seats showing wear throughgeneral usage i.e. getting in and out of the car.

Indentation in the seat.

Acceptable

SEATS

Excessive soiling and dirt whichcannot be removed by generalcleaning.

Torn upholstery or cigaretteburns.

Unacceptable

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C

D

Headlining which has lightabrasions or soiling.

Slight panel discolourationthrough day-to-day use andgeneral wear.

Acceptable

HEADLINING

Excessively soiled headliningthat cannot be removed bynormal cleaning.

Tears, cuts or heavy soiling inthe material.

Unacceptable

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C

D

Phone fittings/housing unitsmay be left in the vehicle.

Holes left in the console (as aresult of phone equipment beingremoved) may be left providingthey are in a discreet area.

Acceptable

DASHBOARD/ FLOOR COVERING/DOORS

Holes in the front of the consolewhere accessories/phone kitshave been removed. These holesare clearly visible and should be repaired.

Excessive soiling and staining of carpets which cannot beremoved by normal cleaning.

Unacceptable

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C

D

Signs of general usage wherethere is slight discolouration and scuffing.

The steering wheel is slightlyworn as a result of general use.(Torn leather would not beacceptable).

Acceptable

DASHBOARD/ FLOOR COVERING/DOORS

The carpet of the vehicle hasrips, tears or heavy stains.

The interior lining is damagedwith holes or tears.

Unacceptable

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C

D

You may wish to repair your vehicle so it meets ourfair wear & tear standard before it is collected toavoid any damage charge reclaim being made.

Any repair work commissioned must be carried out by a reputable body shop to a standard thatmeets the standards set out in this guide. Any sub-standard work that affects the vehicle’s used valuewill be re-charged back to you.

It is advisable you allow at least ten weeks beforethe vehicle collection date to complete all therepairs necessary.

How to get repairs completed satisfactorily

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On the pre-arranged day of your vehicle’s collection,please ensure the vehicle is clean both inside andout. This will speed up the collection process andavoid the need for a re-scheduled collection.

On arrival, LeasePlan’s collecting agent will:

1) Walk around the vehicle with you to review the car for any immediate damage and check the necessary documentation (service book, V5, owner’s manual etc).

2) Ask you to sign a collection report that will also highlight any visible damage on the car and any missing items.NB: This IS NOT the SGS independentinspection. It is the collecting agent completing a collection report that also notes, wherenecessary, that a certain element of damage has been noticed on the vehicle.

3) The collecting agent will then take the vehicle immediately to an auction site for thecomprehensive independent assessment bySGS. It is on this full inspection by SGS thatdamage recharges are based (if any). Please note: once the vehicle has been collectedand inspected, you forfeit any right to organisedamage repair yourself. So any damage youwish to have repaired, must be completed before collection.

4) Following the SGS inspection, a full breakdown of damage that falls outside of the fair wear and tear policy will be provided to LeasePlan.LeasePlan will then arrange for this damage to be billed either directly to you or to yourcompany depending on your fleet policy. The full SGS report and other supportingdocumentation will be included.

Vehicle collection – what to expect

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Taking your vehicle to be inspected yourselfIt is possible for you to take your vehicle to theauction site and have it inspected by SGS yourself,therefore eliminating the need for any collectionprocedures by the LeasePlan agent. If you areconsidering this option, please call 020 8755 2368 to arrange a date, time and auction location.

SGS will inspect your vehicle and issue you with thenecessary report and documentation. If this is yourpreferred option, please bear the following in mind:

• You must make an appointment first by callingthe above number.

• SGS will not be able to take you home or to any onward destination.

• We are unable to deliver your new/replacementvehicle to an auction site.

• Once the vehicle has been inspected, you forfeit any right to organise damage repairyourself. Any damage you wish to have repairedmust be completed before you take your vehicleto be inspected.

Did you know you could buy your vehicle?At the end of the contract term, it may be possiblefor you to buy your vehicle either for yourself or forany member of your family or friends.

Not only will you be able to purchase the vehicle ata very competitive price, we are also able to arrangecompetitive rates of finance too, plus a 12 monthinsurance backed guarantee (excluding vehicles inexcess of 100,000 miles or over 5 years old). Buyingyour leased vehicle has two other distinct benefits:

• You know its history – often from the date it was first registered

• You know it has been fully maintained

For a no obligation quote to purchase your vehicle, please contact your Fleet Manager or your Driver Services Team.

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Alternatives to vehicle collection

If we do have to make any damage recharges, we will base our invoice on industry accepted cost information, currently supplied by EurotaxGlass’s, the world’s leading supplier of automotivebusiness intelligence, renowned for their reliableand accurate information. We will also take intoconsideration whether damage repair can beperformed without the need for a full body shopvisit, therefore helping to ensure any damagerecharges are kept to a minimum.

We also accept that higher mileage vehicles aresusceptible to greater levels of wear and tear.Therefore, we operate a damage recharge discountmodel for higher mileage vehicles, ensuring that afair recharge is attributed to damage.

Your quality assuranceWe are committed to ensuring all our processes are customer focused, effective and efficient. Thisis demonstrated by our continued accreditation to the ISO:9000 2001 quality standard, which hasbeen in place since June 2003. In addition to this,LeasePlan is the first European leasing company to achieve a registered certification of the returnvehicle process from TUV Nord, experts in technicalsafety, environmental protection and assessment ofmanagement systems and products internationally.

Full industry body supportLeasePlan is a full member of the BVRLA (BritishVehicle Rental and Leasing Association) andoperates within its mandatory code of conduct.The BVRLA acknowledges that LeasePlan’s FairWear & Tear Guidelines for Cars provides a clearand responsible end of lease process that is fullyaligned to its code of conduct.

Your assurance that our charges are fair

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Have you remembered to include:

❑ All sets of keys

❑ Owner’s manual, V5 etc

❑ Signed service history

❑ Valid MOT certificate (if applicable)

❑ Radio code card

❑ CD or DVD for SatNav

❑ All removable audio equipment

❑ Other removable equipment such as tow bar etc

❑ Emergency equipment (jack, warning triangle etc)

❑ Spare wheel or tyre mobility set

Have you remembered to remove:

❑ Music CDs

❑ Sunglasses

❑ Road maps

❑ House keys from the key fob

❑ Fuel cards

Please remember that we’re unable to return any personal items left in the vehicle.

Checklist

LeasePlan UK Ltd165 Bath RoadSloughBerkshireSL1 4AA

Telephone: +44 (0) 870 600 7676Web: www.leaseplan.co.uk

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