Maintenance & Roadside Assistance

Complete peace of mind. You’re in safe hands with us

Synergy YouDrive Maintenance & Roadside Assistance offers a fixed-cost option to ensure your vehicle is maintained to the manufacturer’s recommendations during the term of the lease. It could save you time and money, for convenience and hassle-free motoring.

To book in your vehicle for routine servicing and maintenance, roadside assistance and breakdown, and routine tyre replacement call the Synergy YouDrive Maintenance & Roadside Assistance DriverLine: 

0800 9155 121

or use our online booking portal:

https://servicebooking.fleetassist.co.uk/

Please note: All servicing, maintenance, repairs and roadside assistance must be arranged through the Synergy YouDrive Maintenance and Servicing DriverLine or Online Booking Portal.  We cannot refund or cover the cost of any repairs, servicing or maintenance not approved in advance by Synergy.

What's included?

  • All routine servicing and maintenance
  • Service booking (arranged at your convenience with wash and clean service)
  • “Fair play” tyres*
  • Batteries
  • Breakdown & Roadside Assistance
  • Exhausts
  • MOT Tests
  • Any worn items (subject to ‘fair play’ policy below)

*Our tyre policy is “fair play”.  This means that damaged tyres will be replaced inside the maintenance budget.

What's excluded?

  • Glass & windscreens
  • Accident damage
  • Driver error, negligence, or abuse
  • Missing or damaged items
  • Misfuelling or running out of fuel
  • DPF & Catalytic converters
  • Fluid top ups (including the fuel additive, Ad-Blue) outside of routine servicing
  • Missed servicing (any warrantable items that have been invalidated by missed routine servicing)

These charges will be billed directly to you via a vehicle services invoice and collected via your direct debit.

Why choose Synergy YouDrive Maintenance & Roadside Assistance?

  • A fixed monthly cost
  • Great value – often cheaper than paying for servicing and repairs as needed
  • Protection against future price increases on parts and labour
  • Servicing and repairs by an approved garage near to you
  • Tyre replacement by an approved provider near to you
  • No need to pay for work and claim it back
  • Your vehicle is maintained to the manufacturers’ recommendations
  • 24 Hour dedicated Driver Support Line and online booking portal
  • Breakdown services

Synergy YouDrive Maintenance & Servicing Terms and Conditions

1. Servicing, maintenance and repairs

The scheme covers routine servicing, maintenance and repairs of the vehicle, including fair wear and tear, replacement of exhausts, batteries and tyres (excluding winter tyres) but does not include all costs of repair to the vehicle as a result of:

- damage to the vehicle, misuse of the vehicle or abuse to the vehicle; it also excludes repairs to bodywork, tyres punctured and/or damaged by your negligence, misuse or abuse (and this is not an exhaustive list of damage);

- charges for replacement glass; and

- fuel and ‘top-up’ oils and lubricants (e.g., screenwash, antifreeze, oil, ad-blue) between servicing.

You are responsible for paying the charges for these repairs and items.

You must:

- maintain the bodywork of the vehicle; the exterior and interior must be in good condition (fair wear and tear excepted) having regard to the age and mileage of the vehicle;

- maintain the vehicle and carry out maintenance in accordance with the manufacturer’s handbook;

- maintain the vehicle in a roadworthy condition;

- obtain servicing, maintenance and repair services by following the rules set out below; and

 - book the vehicle in for servicing, maintenance by telephoning Synergy YouDrive Maintenance & Roadside Assistance Driverline or logging onto the booking portal   https://servicebooking.fleetassist.co.uk/.  This will ensure that the services will be provided by our approved garages

Please note: All servicing, maintenance and repairs must be arranged through the Synergy YouDrive DriverLine.  We cannot refund or cover the cost of any repairs, servicing or maintenance not approved in advance by Synergy.

Your maintenance agreement also includes replacement tyres on a fair play policy. This includes punctures and blowouts as well as wear on the tyre tread when it reaches the minimum legal limit. Tyres must be replaced by our approved tyre supplier, Kwikfit, and must be like for like tyres.

You must use the Synergy Youdrive Maintenance and Roadside Assistance Driverline or online booking portal to book in any servicing, maintenance and tyre repairs. You can do this by calling us on 0800 9155 121 or logging on to https://servicebooking.fleetassist.co.uk/  

You must not have the vehicle serviced, maintained or repaired at any garage not approved by Synergy. If you do not arrange services, maintenance, and repairs through Synergy, you will have to pay all the reasonable costs of repair. If these unauthorised services, maintenance and/or repairs devalue the vehicle, you must pay us the loss in value. The loss in value will be determined by an independent vehicle assessor. If the assessor determines that there is a loss in value then in addition to you paying the loss in value, you must also pay Synergy’s costs in appointing the vehicle assessor.

Servicing, maintenance and repair services are only available in the UK (unless you have obtained permission to take the vehicle abroad and Synergy have approved maintenance and repairs to be carried out).

Please note that Synergy cannot currently support the use of manufacturer connected services. If you elect to have the service activated, please ensure that you continue to contact Synergy directly for all service, maintenance, tyre and repair enquiries. Synergy operates its own GB mainland network of preferred suppliers you must not use any dealers or garages that the connected service may suggest.

The cost of repair or replacement of a maximum of one clutch kit per contract lifetime, this is always subject to a minimum life expectancy of a clutch of 75,000 miles for cars and 50,000 miles for light commercial vehicles. Vehicles operating contract mileages under these minimum life expectancies do not include clutch cover within this agreement.

For avoidance of doubt, catalytic converters, Diesel Particular Filters (DPF) and Adblue are excluded from the maintenance plan, as well as any repairs needed that are found to be due to driver negligence.

You shall ensure that the vehicle is serviced and maintained at the manufacturers’ recommended service intervals and guidelines, and any other occasions when faults arise and will at all times ensure that the tyre pressures, oil and coolant levels and anti-freeze levels are maintained to the manufacturer’s specification and guidelines.

You are responsible for all fuel consumed by the vehicle and mis-fuelling is not covered by this agreement. DPF and Adblue filters must be maintained by yourself, and we cannot be held responsible for any defects of problems arising from this.

We will request copies of all servicing and repairs done to the vehicle through the term of the agreement, any missed servicing may incur a charge.  Please retain your paperwork for any servicing, maintenance and repairs and return it with the vehicle at the end of the contract

Our standard contract does not include any relief vehicles whilst your vehicle may be off the road for any servicing and maintenance work

2. Breakdown Cover and Roadside Assistance

Your maintenance agreement also covers the provision of full breakdown cover including Roadside Assistance, Recovery & At Home cover for the UK only, currently provided by the RAC. We reserve the right to change recovery provider without prior notice.  For roadside assistance please call the Synergy YouDrive Maintenance and Roadside Assistance Driverline on 0800 9155 121.

If you call out the incorrect service provider by not using the Synergy YouDrive Maintenance and Roadside Assistance Driverline, we reserve the right to recharge any costs incurred back to you plus an admin fee.

3. Payments

The initial maintenance payment will be due to us before the vehicle has been delivered. This is taken between 7 days before delivery via BACS . The remaining monthly payments will then be taken via Direct Debit on the 1st of each month. This may be amended once the first monthly rental has been taken by contacting [email protected].

We reserve the right to change the Maintenance Charge or request a separate payment.

4.Termination

We may terminate the agreement should the customer be in breach of any of their obligations under this agreement or believe you cannot continue making your payment, at our discretion.

Should you wish to terminate the service before the contract term, you will pay between 50% - 100% of the outstanding payments left on the agreement, which will be determined by us at the time of termination. To request an early termination quotation, please email [email protected]  

5. Miscellaneous

The Synergy YouDrive Maintenance and Roadside Assistance is to be used for any servicing and mechanical work, including tyres. Should you be involved in an accident, you must ring your insurance provider.

This product does not cover any scratches, dents, windscreen damage or alloy damage. These repairs must be undertaken at a VAT registered garage using genuine manufacturer parts, a franchised dealer, or via your insurance provider.

Other items not covered under this product and service include but are not limited to: non fair wear and tear (a failure to use, maintain and look after the vehicle and its equipment), driver error (draining the battery due to leaving the lights on), oil top ups outside of routine servicing, missed servicing invalidating the warranty, any replacement parts used which are not genuine manufacturer parts. Any spare tyres which have a puncture or blowout, are not covered under this product and service and nor is the cost to replace the spare tyre.

6. Complaints

In the event you wish to make a complaint, in the first instance report it to your contact at Synergy Car Leasing, this could be your Account Manager or a member of our Client Services Team. This can be done by telephoning 01423 228280 or by email to [email protected] or by post by writing to Synergy Car Leasing, I2A Hornbeam Park Oval, Hornbeam Park, Harrogate HG2 8RB.

What we’ll do next

Upon receipt of your complaint, we will issue an acknowledgement letter within 5 days. Our Customer Services manager and/or Compliance Manager will then investigate the circumstances and facts of it and involve relevant Synergy Car Leasing staff members, managers and, if required, company directors.

A final response letter outlining your concerns as we see them, our investigation and our decision will be sent as soon as possible, but no later than 8 weeks. If you are happy for communication via email we will issue correspondence in this format.

We reserve the right as per the BVRLA (British Vehicle Rental & Leasing Association) complaint handling guidelines to deal with your complaint within 30 working days, however in practice would work to offer a satisfactory resolution within 7 days of receiving a complaint.

Complaints about third parties

If you have a complaint about the funder or provider of your vehicle, we will act as an intermediary if required. If it is not required we will forward your complaint onto the relevant party and advise you in writing that we have done so.

Complaints resolved within 3 working days

If the complaint can be resolved to your satisfaction within 3 working days, we will handle the documentation differently. A summary resolution communication will be sent to you and a record of your complaint will be stored in our complaint register against your customer record. Either our Client Services Director or Chief Executive Officer will be informed of your complaint and that it has been resolved to your satisfaction.

Not happy with the resolution?

  1. You may be eligible to refer your complaint to the Financial Ombudsman Service. This should be done within 6 months of the date of the final decision provided to a formal complaint. The link below provides information on what you can expect and how to access this service: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm . You can call the Financial Ombudsman on: 0800 023 4567. To file a complaint, you can download a form from their website and email it to: [email protected] or post it to: Financial Ombudsman Service, Exchange Tower, London E14 9SR. You can also fill in a complaint form on their website and submit it directly.
  2. As a member of the BVRLA we abide by their code of conduct. You may be eligible to use the BVRLA conciliation service. More information on this can be found at http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service. Details should be submitted by email to [email protected]. You can also download a form from the website. Alternatively, you can also write to: BVRLA, River Lodge, Badminton Court, Amersham HP7 0DD.

www.synergycarleasing.co.uk