Frequently Asked Questions

Can we supply vehicles to a specific location?

Yes, we can supply the entire UK mainland at a time and a place to suit you (excluding any islands of the UK mainland) i.e. we can have a vehicle ready for your arrival at any UK airport.

Do we supply one-way rentals?

Yes, we offer one-way rentals to and from any UK mainland location, that does exclude islands of UK mainland and European locations. (This will involve an extra charge depending on the vehicle group).

Can our vehicles travel in Europe?

Yes, we permit our vehicles to travel into all EU listed countries (certain groups only).

Do we charge for mileage?

No, we do not limit or charge for ‘extra mileage, we do however have a fair usage policy of up to 2000 miles a month (extra charges may apply of £0.35p a mile + Vat)

Insurance

Is insurance included?

Yes, fully comprehensive insurance is included and insures the vehicle and all persons travelling in the rental vehicle except the driver. It does not cover goods in transit or Hire and Reward.

How much is the insurance excess?

We provide fully comprehensive insurance for vehicles with a £1000 excess as standard, our CDW (Collision Damage Waiver) starts at just £10 per day and reduces the excess to £500 – an industry best!

Our minibuses, people carriers and executive cars do not have excess reduction. Your liability is £2000.

Are there any exceptions?

Yes, excessive wear of tyres, damage to windows, fuel contamination (diesel in petrol engine/petrol in a diesel engine) any DPF issues and overhead height damage are not covered and for these items, you are fully liable.Note that you are liable for ‘malicious damage’ this covers all damage that can be considered on purpose or without due care and attention.

Driving License

What are the criteria to drive 17 seat minibus?

You must be a minimum age of 30 years and you must have a class D1 on your driving licence.

How to…

How do I reserve my required vehicle?

All reservations need to be booked here through our secure website, it’s really easy to use and will create a record and receipt. You can contact us Monday to Friday 09.00 to 17.00.

How do I know that my requested booking is available?

When you place your rental reservation, you will receive an email booking acknowledgement and, once we have secured your requested vehicle, a further email will be sent to confirm your reservation.

How much deposit do I have to leave?

Unlike others, we don’t charge a deposit!

Where can I find the vehicle collection address?

We will send it to you once we have received your booking and have confirmed it. Please note that whilst we endeavour to provide the vehicle at the branch you have selected, on some occasions if your preferred branch does not have availability, we will book the vehicle at another local branch and confirm with you that this is acceptable.

Can I leave my car at the rental office?

Some branches have secure parking facilities. Once you have received your booking confirmation, you will have the contact details for the rental branch and can contact them to confirm parking facilities.

How do I alter my vehicle booking?

Give one of our friendly staff a call during office hours and we can adjust or amend your booking details. If your request is outside office hours email us at [email protected] and we will endeavour to respond just a soon as we can.

Emergencies

What shall I do?

If you breakdown – look for the instructions on your rental agreement papers or on this website’s contact us page, and call the roadside assistance service provided (we have different ones on different vehicles), and they will look after you.

If the vehicle has been damaged – call us the number on your hire agreement or Key fob and please leave a message if no one is available.

If the vehicle has been stolen – call the Police on 112

(European emergency number)

Terms & Conditions

Traffic Offences
PCN’s Administration Charges
We’re proud of being upfront and honest here at National Vehicle Hire UK and whilst you’re in one of our vehicles, there are a few charges that may apply during your time with us. The main extra to note is Penalty Charge Notices or PCN’s

Ticket gets issued
Depending on the authority, council, or parking firm, a PCN ticket is sent to our funders or suppliers first. This can take a while but when they receive it, they represent this into National Vehicle Hire UK's name.

On top of this, they charge us an administration charge for processing the ticket and representing it.

We receive ticket
The parking firm, authority, council, etc will then represent the ticket and send it across to us by post.

When we receive the ticket, we carry out the following procedure:

Raise an invoice for an administration charge. The invoice will be sent via email to the account contact we have on our booking system.
Complete the information required on the ticket to represent it into the hirers' name.
We then create a letter to go with the ticket detailing the hirer and the on/off hire dates.
We also print a copy of the rental agreement showing the signed liability statement, this is usually between 10 and 20 pages depending on the type of agreement you’re in.
This is all enveloped and added to the posting pile.
In the meantime, the ticket is scanned into the system and saved against the customer record.
The parking ticket is then usually taken to the local post office and sent first class signed for.
The whole process of each ticket takes approx. 30-45 minutes depending on the type of PCN that has been received. Whilst many of the firms allow online representation, due to the size of the contracts, this is not always possible.

You receive ticket
The ticket is sent to the address as shown on the agreement, this is your chance to pay, appeal or complete any details that are required.

Some tickets require payment
Certain fines and tickets may require us to settle the ticket and charge the amount to you, if this is the case, we will let you know, and it will be detailed on the invoice.

Tickets like this include bus lane contraventions and congestion charges. Certain foreign speeding tickets and infringements may also require immediate payment.

What if the PCN has been issued incorrectly?
If the PCN or fine has been issued incorrectly, as the hirer, it is your responsibility to appeal this ticket. Details of which can be found on the paperwork when you’ve received it.

The administration charge does still stand and does form part of our terms and conditions, we have still had to put the hard work into the processing of this ticket and paid our funders/suppliers and administration charge.

You may be able to claim this admin fee back from the firm or authority that has issued the ticket, many of our customers have been successful in doing this, especially when they threaten legal action.

Do all companies charge an administration charge?
In the leasing and hiring world, it is commonplace to charge an administration charge for the processing of parking tickets, it’s not a quick process and we ourselves receive hundreds of PCN’s a month.

We’d prefer it if you didn’t get any tickets at all, but we know sometimes this can’t be helped and all of us here have been guilty of receiving a few tickets over the years!

Our Terms & Conditions Page