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Contact information for existing personal drivers and driving instructors

General information

Customer Information Guide

This document details all key events that may occur during and at the end of your agreement, so you can easily navigate your leasing journey with us and refer back to if you have any queries.

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FAQs

If you haven't found what you are looking for, please download and read through the Customer Information Guide. Alternatively, you can read through our FAQs for more information.

Read our FAQs

Make a Complaint

We're sorry to hear you are unhappy with our service. Please follow our complaints process, so we can try to resolve the matter for you quickly and efficiently.

Make a complaint

Change of details

For all changes relating to personal information such as change of address, updated email or phone number, please send details to the email address below or call us to discuss further.

Change of name

smecustomerservice@novunavehiclesolutions.co.uk

To change your name on your account, please email our customer services proof of your name change. This can be a marriage certificate, passport or record of divorce.


Maintenance & Repair (For customers with a maintenance package only)

For more information please visit our Maintenance & Repair page to find out what's included in your maintenance agreement, or visit our Tyres page for more guidance on looking after and maintaining your tyres. If you do not have a maintenance package, it is your responsibility to arrange all standard servicing and maintenance and repair any damage before the vehicle is handed back to avoid extra charges at the end of your contract.

I need to book maintenance

0343 351 9073

Please call to book a service, MOT, tyre replacement or report windscreen damage

I've been in an accident

We are sorry to hear you have been in an accident, please contact your insurer when you are able to, who will liaise with us when needed.


Payments

Make a payment

Make a payment online with a credit or debit card.

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Set up a Direct Debit

RAMT@novunavehiclesolutions.co.uk

To set up a direct debit, please download the attached mandate. Once you have completed and signed this please email it to us to be set up.

DD Mandate

If you are a personal driver with financial difficulties

01635 589 728

We're sorry to hear you are having financial worries, but we're here to help. Please call the personal driver support line above to talk to us further.

Email us

If you are a driving instructor with financial difficulties

01635 589 642

We're sorry to hear you are having financial worries, but we're here to help. Please call the driving instructor support line above to talk to us further.

Email us

End of contract

We will write to you 4 weeks before your contract is due to end, however it is your responsibility to arrange the return and collection of the vehicle. Your vehicle must be returned in a legal and roadworthy condition, with a valid MOT certificate (if applicable) and all servicing documentation should be present, with no outstanding servicing or maintenance requirements. Failure to provide this may result in recharges being applied.

Please refer to the BVRLA Fair, Wear & Tear guidelines for information on what damages are classed as general wear and tear from prolonged use, and what damages will need to be repaired before you return the vehicle to avoid damage charges.

End of Contract Guide

With regular checks and repairs (when required) you will have taken positive action towards reducing any end of contract damage charges that may follow. Read our end of contract guide for more information.

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Arrange a collection

UKCA.NovunaBookings@coxautoinc.com

It is your responsibility to arrange the collection of your vehicle. You can do this by emailing our collection agency who will confirm the collection date with you in advance.

Price to Purchase

novunadriversales@coxauto.co.uk

If you wish to purchase your vehicle, please complete the attached form and email to Cox Auto, who will provide you with a Price to Purchase quote to sign and return.

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BVRLA Fair Wear & Tear Guides

The BVRLA Fair Wear & Tear guide is an industry standard of what is considered to be fair wear and tear on your vehicle when it is returned at the end of its contract or finance agreement.

View guides

Early Terminations

You can choose to terminate your lease early at any point in the agreement. Please note there will be a termination fee which will be 50% of your outstanding rental payments.

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Vehicle information

Personalised number plates

Fleetadmin@novunavehiclesolutions.co.uk

You can add a personalised number plate to your vehicle for a Fee of £25.00 by emailing our Fleet Admin Team. Please note this is in addition to any fees payable to the DVLA.

Foreign Travel

0343 351 9073

If you wish to travel abroad with your vehicle, you will need to request this at least 10 working days prior to your travel and will require a VE103 certificate. To book this please call the number above.

Fines

0343 351 9073

If you have received notice of a fine you wish to discuss please call the number above.

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