Customer Journey
At Rightlease, we believe leasing a vehicle should be simple, transparent, and hassle-free: no jargon, no pressure, and no surprises. Whether you're leasing your first car or managing a full business fleet, our process is built around clear communication and real support from start to finish. Here’s exactly what you can expect when you work with us, from that first conversation right through to vehicle delivery, ongoing care, and eventual return.
Step 1: Enquiry & Expert Guidance
Your journey with Rightlease begins the moment you get in touch, whether that’s via a quick form, phone call, or email. From there, you’re assigned a dedicated Account Manager who becomes your single point of contact throughout. No call centres, no chasing, just direct access to someone who knows what they’re doing.
We’ll have a short, focused conversation to understand your requirements. That includes whether the lease is for personal or business use, the type of vehicle you're after, your expected mileage, contract length, and budget. We also take into account timelines, preferences on spec, and whether you’d like to include maintenance. From the outset, we keep it simple, honest, and efficient. You’ll never be sold to, you’ll be advised. And we’ll make sure the next step is the right one for you.
Step 2: Quotation & Transparent Pricing
After we’ve gathered all the necessary details, we start pulling together the most relevant and competitive offers available from our network of trusted funders and dealers. You won’t be sent a generic list or some vague pricing estimate. What you get is a personalised quote, built around your specific needs, and sent to you usually within 24 to 48 hours.
The quote will include a full breakdown of all costs: your initial rental, monthly rental, VAT, and any optional maintenance packages. We'll also outline estimated delivery times and include full vehicle specifications, so there’s no ambiguity. You’ll know exactly what you’re getting and exactly what it will cost.
If we spot a better deal, faster turnaround, or a smarter alternative, even if it’s not what you originally asked for, we’ll tell you. Our job is to look after your interests, not just process orders. We believe in being transparent from the start. No hidden charges, no unexpected admin fees, and no misleading monthly figures with strings attached.
Step 3: Finance Application & Credit Approval
Once you’re happy with the quote, we move to the finance application. This part is simple. We’ll send a secure link for you to complete your proposal, whether it’s a personal lease or a business agreement and we’ll handle the rest with the finance provider. After submission, the funder reviews your details and carries out the relevant credit checks. For personal applications, this usually means a hard search which will show on your credit file. Business applications may involve checking company accounts, trading history, or director info. Most approvals come back within 1–2 working days.
If you are declined we will provide you this in writing and explore alternative options. We don’t give up after one try, we work across multiple funders to help you find a viable route. At this stage, we’ll also clearly disclose any commission we earn, as required by the FCA. You’ll know who’s paying us and how much, with nothing hidden or vague, just full transparency from the outset.
Step 4: Order Confirmation, Contracts & Delivery Scheduling
Once your finance is approved, the next step is to confirm the vehicle order. We’ll send you an order form detailing the exact make, model, colour, specification, pricing, and terms. This document confirms everything in writing and protects both sides. Once signed, we place the order directly with the supplying dealer.
If your chosen vehicle is in stock, delivery can typically happen within 7 to 14 working days, depending on location and availability. For factory builds or custom specs, we’ll provide a realistic lead time based on manufacturer timelines. Throughout the wait, we stay in touch with the dealer, monitor progress, and keep you updated. You don’t have to chase us, we’ll come to you with updates.
While the car is being prepared, we’ll also send out the official finance agreements for you to sign. These documents can be completed digitally via secure e-signature, so there’s no printing or scanning required. We’ll check everything is in order before finalising delivery.
We coordinate the handover date to suit you and provide all the final details in writing so there’s no guesswork. Our aim is to ensure everything is smooth, on time, and completely hassle-free.
Step 5: Delivery & Handover Experience
Delivery day should be exciting, not stressful. Your vehicle is delivered directly to your chosen address, home or business, clean, inspected, and road-ready. All deliveries are handled by professional drivers or transporters, depending on location and circumstances.
At the point of delivery, you’ll inspect the vehicle alongside the driver and sign a delivery note confirming condition and mileage. Any damage, however minor, must be clearly noted on the delivery note at the time of handover. If anything is wrong, we act immediately. But the vast majority of deliveries go off without a hitch, and your Account Manager will follow up the same day to ensure you’re happy. This is also where we talk through your next steps, how to care for the vehicle, what to do in the event of a problem, and what’s included in your contract (for example, if you opted for maintenance or breakdown cover). We’ll also make sure you have a point of contact should you need support at any point during the lease.
Step 6: Ongoing Support & Account Management
Just because the vehicle is delivered doesn’t mean you’re on your own. Throughout your lease, your Account Manager remains your point of contact. Whether you have questions about your mileage, want to check mid-term settlement figures, need to amend details, or just want advice, we’re here.
If your needs change mid-term, say your mileage shifts, your company scales, or you want to explore upgrading, we can look at your options. Our support is ongoing, not transactional. We proactively check in at various points during your contract to ensure everything’s running smoothly.
You are not passed to a call centre, you can call us direct to assist with you replacement / collection.
Step 7: End of Contract & Vehicle Return
Six months before your lease ends, we’ll get in touch to start planning. You’ve got options: return the vehicle, extend the lease, or start the process for a new vehicle. We’ll walk you through each one, help you compare costs, and plan the timeline so there are no gaps in cover.
When it’s time to return the vehicle, we help ensure a smooth collection. We’ll guide you on preparing the vehicle, explain the BVRLA Fair Wear and Tear guidelines, and help minimise the chance of end-of-lease charges. We’re not here to sting you with hidden costs, we want to help you avoid them altogether.
Collection is booked in advance and carried out by the funder. If any damage is flagged, you’ll receive a full inspection report. We’ll be there to support you if anything needs reviewing or appealing.
Step 8: Flexible Cancellations & Complaints Handling
We understand that sometimes circumstances change. If you need to cancel before the vehicle is delivered, we operate a fair and transparent cancellation policy. If something has been actioned, like a vehicle being registered or specific transport arranged, we’ll let you know what charges may apply, clearly and in writing.
No one likes to deal with complaints, but if you’ve got a problem, we deal with it directly. We aim to acknowledge complaints within one working day and resolve them as quickly as possible, often within five. If it needs to be escalated, we follow FCA-compliant procedures and can refer cases to the Financial Ombudsman Service when needed. But most of the time, we solve it ourselves because we care about making things right.
Why People Choose Rightlease
At Rightlease, we don’t treat leasing like a numbers game, we treat it like a proper service. Our focus isn’t just on shifting metal or hitting quotas. It’s about making sure every customer gets the right vehicle, on the right terms, with the right support.
From the first conversation, you’re looked after by a dedicated Account Manager who stays with you from start to finish. No call centres. No bouncing around. Just one name, one number, and clear communication every step of the way.
We believe in total pricing clarity. That means no hidden fees, no surprise admin charges, and no misleading headline rates that don’t stack up. You’ll know exactly what you’re paying and why.
We also cut through the jargon. Whether you’re a first-time leaser or managing a fleet, we explain things plainly so you can make confident decisions. No overcomplicating. No upselling. Just straightforward advice based on what’s best for you.
And we don’t disappear once the vehicle arrives. Our aftercare is just as strong as our onboarding. Need help mid-contract? Got questions about renewal, upgrades, or early termination? We’re there. Always.
That’s why people come back to us and why they refer others. We offer real expertise, reliable service, and a process built on trust. It's not flashy. It's just done properly.
What our customers say...
Stewart Hardy
Pleasure to deal with, helping our business from a single car to multiple vans.
Alway fantastic deals and end to end service couldn’t recommend enough.
Been using Gary for a number of years, very helpful & clearly has a lot of contacts in the industry, would recommend to anyone
So today, about 6 weeks early, I got my delivery from RightLease and I will be honest, from the first contact with ordering from Gary and then the updates on every step has been an absolutely fantastic service provided by Julie. I cannot recommend them enough, delighted with the service.