1) About us

If you have any questions about this document, contact us using the details above before you proceed. We can provide this information in an alternative format (for example, large print) on request.

2) Regulation and permissions

2.1 The Financial Conduct Authority (FCA)

The Financial Conduct Authority (FCA) is the UK regulator for financial services firms. The FCA sets rules that apply to authorised firms, including requirements to communicate with customers in a way that is clear, fair and not misleading.

You can check our authorisation and permissions on the Financial Services Register using our FRN 730110: register.fca.org.uk.

2.2 Our permissions (what we are authorised to do)

We are authorised and regulated by the FCA. We act as a credit broker and not a lender. Our FCA permission is limited to broking for consumer hire of a vehicle..

• PCH (Personal Contract Hire): is a regulated hire agreement for individuals/consumers where you hire the vehicle for an agreed term and then return it. You do not own the vehicle.
• BCH (Business Contract Hire): is a regulated hire agreement for business customers where you hire the vehicle for an agreed term and then return it. You do not own the vehicle.

We are not a bank or finance provider and we do not provide funds to customers. We are also not regulated for insurance products and we do not act as an insurance broker.

3) Our service (what we do and don’t do)

3.1 What we do

We source and arrange vehicle leasing/hire solutions by introducing you to one or more providers from our panel. During the process we may:

• collect information from you (for example your vehicle requirements, mileage needs, and basic financial details)
• obtain quotations and availability information from providers and/or supplying dealers
• explain the key features of the options available, including important risks (such as early termination costs, excess mileage, wear and tear and non‑ownership)
• submit an application to a provider, where you ask us to do so
• support you through the order process (for example, confirming vehicle specification, lead time, delivery details and documentation)

3.2 What we do not do (non‑advised / information-only)

We operate a non‑advised (information‑only) process. This means:

• we do not provide a personal recommendation or “regulated advice” on which agreement you should take
• you remain responsible for deciding whether an agreement is suitable for your needs and budget
• we do not give tax advice, accounting advice, or legal advice

If you need independent advice about budgeting, taxation, accounting treatment, or legal rights, you should consider speaking to an appropriate professional adviser.

3.3 Adequate explanations and “demands and needs” conversations

Even though we do not provide advice, we still aim to give you enough information to make an informed decision. We may ask questions to understand your requirements (for example mileage, term, whether maintenance is required, and affordability). This helps us provide clear explanations and highlight material features and risks.

It is important you provide accurate information. If information is incomplete or incorrect, the agreement you choose may not meet your needs and you may incur avoidable costs.

4) Our panel of providers

We work with a limited number of carefully selected lessors/funders (providers) who may be able to offer vehicle leasing/hire solutions. We do not claim to search the entire market.

You can ask us for a list of the providers we work with. If you wish us to approach a provider outside our panel, we will only do so with your express consent.

Availability of vehicles and pricing can vary between providers and supplying dealers, and can change quickly due to stock levels, manufacturer support, interest rate movements, and other market conditions.

5) Fees you may pay us

5.1 Our broker administration fee (PCH)

For regulated consumer hire agreements (PCH), an administration fee of £299 (including VAT) will be charged. It is payable at the point of order. We will tell you clearly before you commit and before any payment is taken.

• When payable: typically at the point of order.
• How payable: we will tell you the payment method and provide an invoice/receipt where applicable.
• What it covers: broking/admin work related to sourcing and progressing the vehicle order (including liaison with providers/dealers and status updates through to delivery).

5.2 Our broker administration fee (BCH)

For regulated consumer hire agreements (BCH), an administration fee of £299 (including VAT) will be charged. It is payable at the point of order. We will tell you clearly before you commit and before any payment is taken.

• When payable: typically at the point of order.
• How payable: we will tell you the payment method and provide an invoice/receipt where applicable.
• What it covers: broking/admin work related to sourcing and progressing the vehicle order (including liaison with providers/dealers and status updates through to delivery).

5.3 Refunds, cancellations and early termination (important)

Leasing involves multiple parties (you, the provider, and often a supplying dealer). Once an order is placed, costs may be incurred (for example vehicle allocation, administration, transport, or preparation). Your rights and any charges will depend on:

• what you are cancelling (our broking service vs the provider’s hire agreement vs a vehicle order with a dealer)
• the stage the order is at (pre‑registration vs registered vs delivered)
• the terms agreed with the provider/dealer
• whether the contract was concluded at a distance (online/phone) and whether you requested services to start immediately

Where our Terms and Conditions apply, and where a vehicle is cancelled prior to registration and delivery, we may charge a cancellation fee for services already provided (for example, a fee equivalent to three months’ rental inclusive of VAT). Any cancellation fee will be explained to you in writing and must be consistent with the terms you have agreed.

Early termination of a lease/hire agreement with a provider is typically expensive (often expressed as a percentage of remaining rentals). We strongly recommend you consider carefully before entering into any agreement, particularly if your circumstances may change during the term.

6) Commission and other benefits

6.1 Commission (what it is)

If you enter into an agreement with a provider we introduce you to, we will receive a commission payment or other benefits from that provider. Commission is typically payable to us upon satisfactory delivery of the vehicle. Commission is a form of remuneration for introducing business and supporting the application process.

Commission can take different forms, including:

• a fixed fee amount paid by the provider
• a percentage of a relevant value (for example, rentals financed or similar provider calculation)
• other benefits, which could include training, marketing support, systems access, or performance incentives

6.2 Does commission affect what you pay?

Commission is typically built into the overall pricing offered by the provider and/or dealer. This means it can form part of the monthly rental or overall cost of the agreement. Commission can vary depending on factors such as:

• the provider you choose
• the vehicle and its price
• the contract term, mileage and initial rental profile
• market conditions and provider pricing policies at the time

We aim to present options fairly and explain key differences. You should always compare the total cost and key terms of the agreement, not just the headline monthly figure.

6.3 Your right to know the exact amount of commission

You have the right to request the exact amount of any commission we will receive in relation to your agreement. If you ask, we will provide the information to you before you commit to the agreement, so you can make an informed decision.

To request the commission amount, you can:

• ask us by telephone on 01989 313452
• email us at stuart@avail.co.uk
• write to us at Clouds Harrow, Brampton Abbotts, Ross-on-Wye, HR9 7JE

If you are happy to proceed without requesting the exact commission amount, you can still ask for it later, and we will respond as soon as reasonably possible.

7) Credit searches and credit reference agencies

When you apply for a lease/hire agreement, the provider will assess your application, which may include checks with one or more credit reference agencies (CRAs). This is a normal part of the underwriting process.

• What information may be checked: identity verification, credit history, fraud prevention markers, and affordability indicators.
• Impact on your credit file: depending on the provider, checks may be recorded on your credit file. Different providers use different approaches.
• Why checks are done: to help providers make responsible decisions and reduce fraud and non-payment risk.

We may need to share your information with a provider (and sometimes a supplying dealer) so they can provide a quote, confirm availability, and process an application. For more detail on how personal data is handled, see Section 10 (Data protection) and our privacy policy.

8) How the leasing journey typically works

The following is a practical overview of a typical leasing journey. Your actual journey may vary depending on whether you are a consumer or business customer, the provider’s requirements, and vehicle supply conditions.

Important: a quote is not an offer of finance/hire. Agreements are subject to provider underwriting, terms and conditions, and vehicle availability.

9) Key features, costs and risks of leasing (PCH/BCH)

9.1 You do not own the vehicle

With contract hire/consumer hire, you hire the vehicle for an agreed period and then return it. You do not gain ownership rights, and you cannot normally sell the vehicle.

9.2 Initial rental and monthly rentals

Many lease structures require an initial rental (sometimes expressed as a multiple of the monthly rental, for example “9 months upfront”). Initial rentals are often non‑refundable once the agreement begins. Monthly rentals are paid for the duration of the agreement.

Always ensure you understand the total cost over the term, including initial rental, all monthly rentals, fees (if applicable), and any end-of-contract charges.

9.3 Mileage limits and excess mileage charges

Agreements are based on a contracted mileage. If you exceed the contracted mileage, providers typically charge an excess mileage fee (pence per mile). If you think your mileage may be higher than expected, tell us early so quotes can be structured appropriately.

Underestimating mileage can make a quote look cheaper but can lead to higher costs later.

9.4 Wear and tear and return condition

We are a member of the British Vehicle Rental and Leasing Association (BVRLA).

At the end of the agreement, the vehicle is inspected. You may be charged for damage outside fair wear and tear standards. Many providers align with the British Vehicle Rental and Leasing Association (BVRLA) fair wear and tear guidance.

• Keep the vehicle in good condition and repair damage promptly where appropriate.
• Maintain evidence of servicing/maintenance where required by the agreement.
• Ensure all keys, charging cables (where relevant), and accessories are retained for return.

9.5 Maintenance, servicing and tyres (if included)

Some quotes include maintenance packages and some do not. If maintenance is included, it will be subject to terms (for example fair usage, approved suppliers, and exclusions). If maintenance is not included, you are responsible for servicing and maintenance costs during the term.

9.6 Insurance and road traffic compliance

Unless explicitly stated otherwise, you are responsible for arranging appropriate insurance (typically fully comprehensive) and for complying with road traffic laws and licence requirements.

9.7 Ending the agreement early can be expensive

Most providers charge significant early termination fees. These fees can be substantial and are often calculated as a percentage of remaining rentals plus other costs.

If you think you may need flexibility (for example due to employment changes, relocation, or business uncertainty), discuss this with us before you proceed so we can explain the implications.

9.8 Price changes, stock, and delivery times

Vehicle supply is subject to manufacturer build schedules, shipping and logistics, dealer allocations, and market conditions. Quotes are typically valid for a limited time and may change. Delivery times can also change after order due to factors outside our control.

10) Data protection and communications

10.1 How we use your information

We collect and use information to:

• respond to enquiries and provide quotations
• submit and progress applications with providers
• meet legal and regulatory obligations
• manage our relationship with you (including complaint handling)

10.2 Who we may share information with

Depending on what you ask us to do, we may share information with:

• lessors/funders (providers) so they can quote, underwrite and provide agreements
• supplying dealers and delivery partners (where needed to supply the vehicle)
• credit reference agencies and fraud prevention agencies (typically via providers)
• our service providers (for example CRM, email, telephony), where they process information on our behalf

10.3 Marketing preferences

We will respect your communication preferences. Where consent is required for marketing, we will seek it, and you can opt out. See our privacy and cookie policies for more information.

10.4 How long we keep records

We keep records for as long as necessary for the purposes described above and to meet legal and regulatory obligations. Retention periods can vary depending on the type of record and the nature of the transaction.

11) Vulnerable customers and accessibility

We are committed to treating customers fairly and supporting customers who may be in vulnerable circumstances (for example due to health, life events, financial resilience, or capability).

If you would like additional support, please tell us. Examples of support we can offer include:

• explaining information more slowly or in different ways
• providing documents in alternative formats (where possible)
• allowing more time for you to consider your decision
• discussing options for involving a trusted family member or support person (with your consent)

Asking for support will not affect how we treat your enquiry or your access to our services.

12) Complaints

12.1 How to make a complaint

If you are unhappy with our service, please let us know as soon as possible so we can try to resolve matters. You can complain by:

• Telephone: 01989 313452
• Email: stuart@avail.co.uk
• Post: Clouds Harrow, Brampton Abbotts, Ross-on-Wye, HR9 7JE

12.2 What happens next

We will investigate your complaint fairly and keep you informed. In many cases we can resolve complaints quickly. Where a complaint is more complex, it may take longer.

If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). FOS eligibility can depend on the type of customer and the nature of the complaint.

13) Glossary and definitions

Agreement

The lease/hire agreement entered into between you and the provider (lessor/funder).

BCH (Business Contract Hire)

A contract hire agreement for a business customer.

Commission

Remuneration (money or other benefits) paid by a provider to us for introducing business and supporting the transaction (typically payable upon satisfactory delivery).

Consumer hire / PCH (Personal Contract Hire)

A regulated consumer hire agreement where you hire the vehicle for an agreed period and return it at the end. You do not own the vehicle.

Credit broker

A firm that introduces customers to lenders/lessors and helps arrange finance/hire products, but does not provide the funds.

Provider (lessor/funder)

The company that provides the vehicle hire/lease agreement and owns the vehicle during the term.