When you lease a car, there is a process involved. There are order forms to complete, documents to go through, and of course the delivery process.
There may be some vehicle brokers who are happy to leave you at the point of order, and not contact you until your vehicle is ready to be delivered.
Luckily, OSV is not one of them. We pride ourselves on our transparency and our customer service. And, we think it’s vitally important that you know what happens at each stage of the process and that you are able to contact us at each of those stages should you have any queries or problems.
So in this article, we are going to look at your point of contact for;
- Time Scales
And tell you a little bit about each process. Hopefully this article will then put your mind at ease, and also educate you on who best to contact, should you need us for anything.
Who is my point of contact for order?
Ordering your car is where your car leasing journey officially starts.
Once our sales experts have done their extensive research and presented you with lease deals that are perfect for your situation, you choose the one which is best for you. It is then that we will present you with an order form.
The sales expert will put everything you have discussed with them in writing, including colour choice and any extras. This order form is checked over by three different people to ensure that there are no errors. When you have signed this and sent it back, we can then arrange for finance approval and then your car can be secured. You will also be given access to our customer portal, but we’ll talk more about that further in the article.
If there are any questions at any stage during the order process, then you can speak to your sales expert. They are your point of contact if you have any queries about your order form.
Who is my point of contact for documents?
The documents process is one of the most important parts of the leasing process. It is at this stage that we will pass you over to our finance team. The finance team are a whole department dedicated to making sure that the finance documents are correct and are sent off promptly. That doesn’t mean you say goodbye to your sales expert, of course, they will still be around should you have any questions. However, at this point in the process, your point of contact will be a member of the finance team.
When the car has been ordered and finance has been approved, you will be sent a finance documents pack, along with an email detailing how to fill out the relevant documents. The pack will contain the following;
- Your agreement
- Direct debit mandate
- DVLA Keeper Input or Registration Form (depending on the dealer / finance house as not all will send this)
- A service car quotation pack
- Depending on the dealership. For example, Mercedes normally offer a service package but not all do.
Some documents are more detailed than others, it just depends on the finance house and the dealership. You can read more about what documents you will have to sign here.
If you are unsure about anything in your documents, or are not sure where to sign, then don’t hesitate to ring the finance team. They will be more than happy to pull the documents up and go through them with you.
Once you have signed the documents, we will request you scan them back to us so we can check everything is correct before the originals are posted. You will then have to post the originals (it might not be to us so we will tell you where to post them).
You will then be asked for your original driving licence. This is for anti-fraud purposes.
The documents process should run as smoothly as possible, and you can read more about what could delay the documents process and how to avoid this here.
Your point of contact during the documents process is the finance team, if you have any questions then they will be the people to contact and will answer them for you.
Who is my point of contact for time scale?
Once your car is ordered, you will get access to the OSV portal. This is an online system that allows you to see where your car is in the production and delivery process. We created this portal because we know how critical timeframes are for planning, and so we wanted to keep customers as up to date as possible in terms of where their car is.
How does the portal work?
We obtain updates on your vehicle every week. And, if there has been a change in the status of your vehicle then our finance team will update the portal and you will get an email notification telling you there has been an update to your order. You can then log in and view the latest information. You can log into the portal at any time, but people tend to do it when we email them notifying them of an update.
We would advise you to favourite the portal in your bookmarks, and also ensure that our emails are not marked as spam so they don’t end up in your junk folder.
How often is the portal updated?
We request updates on each order every Monday, and the portal will be updated if there is a change in status. If there is no change, the portal will still be updated with the same update as the previous week.
It is perfectly normal not to receive an update for a few weeks, particularly if you have a factory order. For example, if your status is ‘awaiting build allocation’, then this might not change for weeks. Or, if your build week is in the future, then you might not receive an update until after that date.
If you are not receiving updates and you think you should be, then you will need to contact the customer service team. They will be able to check your login details and passwords as well as advise you of the status of your vehicle over the phone.
Your point of contact at this time is the customer service team and they will help you with any portal queries. You can read more about how the portal works and what the different stages mean here. You can also read more about how long it will take for your car to be built here.
Who is my point of contact for delivery?
Your car is ready to be delivered! This is great news!
Once your vehicle is ready for delivery, you will be contacted by our finance team to arrange for your car to be delivered. If you have opted to take GAP Insurance you will be advised that your invoice will be sent to you on the day of delivery (via email) and your policy document will be received shortly after delivery (again via email.) (read more about GAP insurance here).
Our finance team will work with you and the dealership to organise the delivery of your vehicle at a time that suits you. You can have your car delivered to you at work if you wish.
Your point of contact here is the finance team. This means that if you want to change the delivery date or you aren’t sure about something regarding the invoice then they are the ones to contact.
Who is my point of contact if I have a vehicle going back?
If you have a vehicle that is going back to the finance house, then you will have to arrange this with the finance house directly. They will then arrange a time that is best to pick up your old car. You can read more about what happens at the end of your lease contract here.
Once your car has been delivered then you will receive a follow up call from one of our team. This is to ensure that you are happy with your vehicle and with the service OSV has provided. If you have any final questions then they will be happy to answer them.
Who is my point of contact during my lease contract?
If you have a problem or a question at any point in the lease contract, then do not hesitate to contact us at any point. If you have a query about the finance, then you can contact our finance team. If you have a general question or are unsure who to talk to then you can call your sales expert, who will still be your account manager for the duration of your contract.
If you have a complaint or a query about OSV, then please ask about our complaints procedure.
You can read more about the OSV process here.
Ultimately, your point of contact will vary depending on what stage of the leasing process you are at. It will either be your sales expert, the finance team or the customer service team. Hopefully this has given you an idea of who to contact and when, as well as the OSV process. We are always available for you to contact us, regardless of where you are in the process. Or, you can check out our Learning Centre to see if we have already answered your question.