LeasePlan Customer Service — Practical Guide for Fleet Managers

Overview and scope of service

LeasePlan is a global fleet management and leasing specialist, founded in 1963 and headquartered in the Netherlands (Almere). As of 2022 LeasePlan managed approximately 1.8 million vehicles across more than 30 countries; that scale directly shapes customer service: support teams are organized by country, by corporate account and by vehicle lifecycle stage (onboarding, in-life support, end-of-lease). The corporate website, www.leaseplan.com, is the primary source for country-specific contact points and product descriptions.

Customer service covers four integrated domains: commercial account management (pricing, contract changes), operational in-life support (maintenance, breakdown, repairs), insurance and claims handling, and data & telematics services. For typical corporate fleets (50–1,000 cars) LeasePlan’s service model combines a dedicated account manager, regional operations teams, and a centralized customer care hub to meet SLA targets and regulatory requirements in each jurisdiction.

Contact channels and immediate response

Primary contact channels are phone (country-specific lines), the LeasePlan App (iOS/Android), an online customer portal (secure contract and invoice access), and e-mail. For urgent events—accidents or breakdowns—customers should use the roadside-assistance number printed on the vehicle card or within the LeasePlan App; response times for a dispatched tow are typically measured in hours and targeted to be under 60–90 minutes in urban areas.

• Global entry point: www.leaseplan.com — redirects to local country pages with phone numbers and hours.
• Mobile: LeasePlan App — incident reporting, contract documents, mileage submissions and service bookings (available on App Store & Google Play).
• Emergency/roadside: use the number on the contract/vehicle card; expected initial response within 60–90 minutes in city zones.

Operational targets used by LeasePlan and best-practice buyers: phone answer within 2 minutes, email acknowledgment within 4 hours and substantive email reply within 24 business hours. For corporate clients, SLA commitments are contract-specific and often include dedicated SLAs for first-response, resolution and escalations.

Onboarding and account management

Effective onboarding is critical: typical implementation timelines range from 6 to 12 weeks for fleets of 50–500 vehicles, and 12–24 weeks for enterprise fleets >1,000 vehicles. Core onboarding milestones include master data import (driver details, VINs), policy and contract alignment, telematics hardware rollout (if required) and site-based workshops for driver education. LeasePlan commonly runs a 2–4 week pilot phase for new vehicle types or EV rollouts before full deployment.

Account set-up fees and configuration costs vary by country and scope; market examples: a one-off admin/setup fee can range €50–€150 per vehicle, while telematics installation can be €75–€250 per vehicle depending on hardware. Account managers routinely provide monthly management reports (utilization, cost-per-km, exception logs) and quarterly business reviews; integration via APIs or SFTP data feeds is standard for automated invoicing and telematics telemetry.

Maintenance, repairs and workshop networks

LeasePlan maintains certified workshop networks and negotiated parts pricing to reduce downtime and control costs. Routine service windows are typically scheduled every 10,000–20,000 km depending on vehicle manufacturer schedules; standard servicing turnaround target is 48–72 hours for routine work. For parts not stocked locally, lead times range 3–14 days based on OEM supply chains and local logistics.

Cost control levers include preferred workshop lists, capped pricing for routine maintenance and digital approvals to avoid unauthorised spend. Benchmark operating costs vary by vehicle and country; example annual maintenance cost for a compact ICE car is roughly €600–€1,000, while tyres and wear items commonly add €150–€300 per year. LeasePlan’s invoice validation processes aim for invoice accuracy levels above 99% via automated checks and central reconciliation.

Accident handling and insurance claims

Accident protocols prioritize safety, fast vehicle recovery and clear reporting. Standard process: driver reports incident via app or phone within 24 hours, roadside assistance is dispatched if vehicle is immobile, photos and a preliminary incident report are uploaded to the portal, and a claims handler assigns an estimate within 48–72 hours. Simple claims are frequently closed within 10 business days; complex liability or multi-party claims can take 30–90 days depending on legal and forensic investigations.

Insurance excess/deductible levels depend on contract class; typical deductibles range €350–€1,000 per incident for corporate policies. LeasePlan can manage repairs through approved partner networks and handle subrogation and recovery where third-party liability exists. Key documentation (police reports, witness statements, estimate invoices) should be uploaded immediately to avoid delays in payment and vehicle return to service.

EV support, charging and telematics

Electric vehicle (EV) programmes require additional customer-service capabilities: home-charger coordination, public charging reconciliation, and state/grant administration. LeasePlan often provides home-charger installation coordination (sourcing local installers and managing permits) and can implement reimbursement rates for employee home charging—example market reimbursement ranges are €0.15–€0.35 per kWh or capped monthly allowances (€40–€120/month), depending on policy. Public charging reconciliation must account for tariffs that vary widely (roughly €0.25–€0.60/kWh in many EU markets).

Telematics services supply key fleet KPIs: kilometres by driver, energy/fuel consumption, idle time, harsh events and vehicle health. Typical telematics SLAs include data availability within 24 hours and platform uptime targets of 99% monthly. Telemetry enables total-cost-of-ownership (TCO) reporting—key for EV transition decisions where electricity cost per 100 km, charging availability and residual values drive procurement choices.

SLA, KPIs and escalation path

When negotiating service, specify measurable KPIs and escalation steps. Common KPIs to include: First Contact Resolution (FCR) > 75%, average phone answer time < 120 seconds, email initial response < 4 hours, invoice accuracy > 99.5%, CSAT > 85% and NPS > +30. These metrics should be reported monthly and reviewed in quarterly service reviews.

• Escalation path (recommended): 1) Customer Care Agent → 2) Dedicated Account Manager within 4 working hours → 3) Regional Operations Manager within 24 hours → 4) Global Support/Contract Lead within 72 hours.
• Resolution targets: administrative queries 5–10 business days, operational incidents 24–72 hours, complex claims up to 30–90 days depending on third-party processes.

Document SLA remedies (service credits, penalties) in the contract and require a root-cause analysis for repeated incidents. Well-defined SLAs, combined with monthly dashboards and quarterly business reviews, convert operational activity into predictable outcomes and continuous improvement for both LeasePlan and the fleet customer.

What is the new name for LeasePlan?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The new name for LeasePlan, following its integration with ALD Automotive, is Ayvens. This new brand name unites the two companies under a single identity.  While LeasePlan and ALD Automotive were previously separate entities, the combined company is now operating under the Ayvens brand. This change reflects the integration of their operations and a shared vision for the future of mobility.  Here’s a little more detail:

• ALD Automotive | LeasePlan: is the name of the combined entity. 
• Ayvens: is the new global mobility brand name for the combined entity, according to Ayvens. 
• The name change is part of a larger rebranding effort to create a single, unified brand for the combined company. 
• The brand is being rolled out globally, with the UK being one of the first markets to see the change, according to Fleet News. 
• Ayvens aims to be a leader in sustainable mobility, offering services such as full-service leasing, flexible subscription services, fleet management, and multi-mobility solutions. 

AI responses may include mistakes. Learn moreLeasePlan is now AyvensApr 16, 2024 — © 2025 ALD Automotive I LeasePlan unveils Ayvens Group, its new global mobility brand, which unites the two companies …AyvensBetter with every move | Ayvens BelgiumWe are Ayvens – formerly ALD Automotive and LeasePlan As well as in Belgium, Ayvens operates in 41 countries around the world. Wit…Ayvens(function(){
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What is the number for LeasePlan service booking?

Should you have any specific requirements, please call our DriverLine to discuss on 0345 250 0000. We will contact you via text/email to confirm your booking date, time and location.

Is LeasePlan a bank?

LeasePlan Bank, founded in 2010, is an online retail deposits bank and part of LeasePlan Corporation N.V. The company has a Dutch banking license and is supervised by the Dutch Central Bank (DNB).

What has happened to LeasePlan?

Since May 2023 LeasePlan has been part of ALD Automotive, making us part of the Société Générale Group. Until the integration of both organisations is complete, the ALD Automotive and LeasePlan brands will continue to exist side by side in the UK. In 2024, Ayvens – the new brand – will also be launched in the UK.

Why is leasing not a good option?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Leasing a car can be a financially disadvantageous choice for many due to the lack of ownership, strict usage restrictions, and potential for high costs in the long run. While it may offer lower monthly payments initially, leasing doesn’t build equity and can lead to significant expenses if you need to terminate early or exceed mileage limits.  Here’s a more detailed breakdown: 1. Lack of Ownership and Equity:

• Leasing means you’re essentially renting the car for a set period. You don’t build any equity or ownership stake in the vehicle, unlike with buying. 
• At the end of the lease, you hand the car back to the leasing company, with nothing to show for the payments you made. 

2. Restrictions and Penalties:

• Leases often come with strict mileage limits (e.g., 10,000-15,000 miles per year). Exceeding these limits can lead to hefty per-mile overage charges. 
• You can’t make modifications to the car, and you’ll be responsible for any damage beyond normal wear and tear. 
• Early termination of a lease can be very expensive, potentially costing you a significant portion of the remaining payments. 

3. Costly in the Long Run:

• While monthly lease payments may be lower than loan payments for buying, you’re not paying down any principal, and the total cost over time can be higher. 
• You’re essentially paying for the car’s depreciation during the lease term. 
• You’re also responsible for maintenance and repairs (though some leases may include them), and insurance costs can be higher for leased vehicles. 

4. Opportunity Cost:

• Leasing can prevent you from building equity that you could use towards a future vehicle purchase or other investments. 
• If you’re someone who likes to customize your car or drive frequently, leasing may not be the best option. 

5. No Flexibility:

• Leasing agreements typically lock you into a specific term, making it difficult to change vehicles or end the lease early. 
• If your needs change during the lease (e.g., needing a larger vehicle for a growing family), you may face penalties for breaking the lease. 

In conclusion, while leasing might seem appealing for its lower initial payments, it’s crucial to carefully consider the long-term financial implications and restrictions before committing to a lease agreement, according to financial websites like Bankrate and Experian. 

AI responses may include mistakes. For financial advice, consult a professional. Learn morePros and Cons of Leasing or Buying a Car – InvestopediaMar 31, 2025 — Cons of Leasing * No equity: Your lease payments are like rent. They cover the costs of depreciation during the lease…Investopedia10 Reasons NOT to Lease a Car (In Most Cases) – FINNJul 7, 2023 — Here we look at how leasing works and why it may sometimes be a good idea — but also cover the 10 following reasons not…FINN(function(){
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Who took over LeasePlan?

ALD
ALD completed its £4.1 billion (€4.8bn) acquisition of LeasePlan by a consortium led by TDR Capital in May, bringing together two of the UK’s biggest leasing companies. LeasePlan was ranked as the fourth largest leasing company in the UK, according to FN50 2022, with a risk fleet of almost 177,000 cars and vans.