Frequently Asked Questions

AdBlue

Some of our vehicles now use AdBlue (This is marked on your rental agreement alongside the fuel type).

What is AdBlue?

AdBlue is used to reduce NOx emissions in vehicles. AdBlue converts harmful NOx from your diesel vehicle exhaust into harmless nitrogen and steam, therefore considerably reducing the emissions of nitrogen oxides (NOx) that are a major source of atmospheric pollution.

Practical tips

AdBlue is very easy to use and is a harmless substance. It is not a fuel, nor a fuel additive but a high purity urea solution that must be used in a dedicated tank on your vehicle, that should just be refilled as and when required.

Where can I buy AdBlue?

You can buy AdBlue from numerous fuel forecourts across the UK & Europe or from suppliers of vehicle parts i.e. Halfords, Kwikfit, main dealerships, etc.

We will keep the vehicle topped up, but it is the drivers responsibility to check Adblue levels while in use. An empty Adblue tank means the vehicle won’t run and an expensive recovery bill.

Age

We accept drivers aged 25-70yrs with a full clean licence. If you are 21-24, 70-76, or have certain endorsements it may still be possible to hire if arranged by phone with the branch prior to pick up. Insurance charges and the excess may vary. Please ring the relevant branch.

Airport Information

We offer a personal delivery and collection service or a meet and greet service. Airport rentals are restricted to a minimum hire period of 7 days due to the airport charges. If we are to meet you at the airport then you will be greeted by one of our representatives as you come through the arrivals gate whereupon you will be escorted to the vehicle and driven to our nearest branch to complete the hire.

Upon return we require the hirer to return the vehicle to the requested branch whereupon we will then drive you back to the airport terminal. If you have arranged to take the vehicle from the airport then the procedure is the same except you would take the vehicle directly from the airport and then return it directly to the airport (selected car park). You will be given full instructions of how to leave the vehicle when you pick it up.

Note: We do not allow direct airport collections later than 10pm or when public transport is restricted.

Availability

We make every effort to supply the vehicle ordered or an acceptable substitute at the time. Please inform us if you need a specialist vehicle.

Breakdown Cover

For your peace of mind Kendall’s provide a 24 hour emergency telephone service through Active Fleet Solutions who use the RAC and AFL for roadside assistance 0844 800 1980. This breakdown cover is exclusive to the UK and the insured drivers only. Driver induced faults are not covered by our breakdown insurance and therefore are chargeable by the RAC/AFS or through Kendall Cars. These include, but are not limited to: Misfuel, Wheel change, damaged tyres, Out of fuel, Lockout, Lost/broken key, RTA recovery (unless fault of 3rd party) We do not provide breakdown cover for vehicles going off the UK mainland.

BVRLA Rental Charter

As a member of the British Vehicle Rental and Leasing Association we pledge to provide for our customers:

  • A vehicle suited to your needs maintained to the manufacturer’s recommended standards, which has been cleaned and thoroughly checked.
  • Access to clear rental terms and conditions prior to any transaction taking place.
  • Clear and transparent details of pricing, fuel policies and any excess mileage charges.
  • Clear and transparent details of any financial liability relating to the damage, theft or loss of the rental vehicle or its keys, all the available damage and theft protection options, and exceptions to this protection.
  • Clear and transparent details of any optional products sold at the point of booking.
  • The opportunity to inspect the interior and exterior of the vehicle before the rental to ensure they are in line with the condition stated on the inspection report or rental agreement.
  • The opportunity to inspect the vehicle when it is returned at the end of rental and agree on its condition. if you are not present when the vehicle is inspected, the supplying company will notify you of any new damage found when charging your nominated payment card.
  • Our adherence to the British Vehicle Rental and Leasing association’s code of conduct as set out in this document.
  • An effective complaints procedure with access to the Conciliation Service administered by the British Vehicle Rental and Leasing Association.

Cancellations

If you unfortunately need to cancel your booking please contact the branch you have booked from as soon as possible. If you have made a full payment for the hire then you will loose the booking payment. Exceptions may be made if we can book the vehicle out to another customer OR if due to adverse weather conditions where it would not be safe to drive. There will be an admin fee to cover card charges or advanced vehicle movements. We allow one booking date change depending on availability and you must contact us 48 hours before the hire date.

Complaints Resolution

At Kendall Cars Ltd we strive to offer the highest quality of service and product. If for any reason you as a customer are unhappy with the service provided you should in the first instance contact the Branch Manager at the depot where the vehicle was rented from. If you are unable to resolve any issue or complaint with a Branch Manager or you are not satisfied with the response from the Kendall’s Branch then you can contact the resolutions team at head office by emailing:

resolutions@kendallcars.com

Or write to:

Resolutions Dept, Kendall Cars Ltd, 34 Aldershot Road, Guildford, Surrey, GU2 8AF

Please outline the nature of your complaint and provide the hire agreement number and or vehicle registration number. The complaint will be reviewed by one of our resolutions team who will investigate the matter. You will receive a reply within 7 days of us receiving your email or letter.

 

Alternative Dispute Resolution

As Kendall Cars Ltd are members of the BVRLA, we also offer an alternative dispute resolution service for all customers. If having participated in our complaints and resolution procedure you feel a matter is still unresolved then you may refer the dispute to the BVRLA directly.

Details should be submitted by email to: complaint@bvrla.co.uk or can be sent by post to:

British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute.

Continental Hire

We can arrange for our vehicles to be insured on the continent. There is a additional charge for this service, which can only be quoted directly from the branch you wish to pick up from. Hirers will also need to arrange their own 5-star breakdown cover for their time spent off the UK mainland. Please visit the AA’s website here to arrange full 5 star European cover. We do request that all continental enquiries be made by phone unless you are not based in the UK and the time difference makes this difficult – in the latter case please email your enquiries the branch you are due to collect from. Please note that Eire or N. Ireland are considered non UK hires. NOTE: AA 5-star may not cover some larger vehicles. The full breakdown cover must provide roadside assistance, recovery back to the UK and provide a suitable replacement vehicle to continue your journey. Additional rental insurance must also be added along with our permission to take the vehicle overseas. Failure to do so may cause the vehicle to be stopped, impounded, seized and additional costs added – please speak to the branch before hiring.

When travelling to the following French cities – Paris, Lyon, Grenoble and through the Mont Blanc tunnel, you will need to arrange for the Crit’Air: The Air Quality Certificate – please check http://www.rac.co.uk/drive/news/motoring-news/law-change-for-uk-drivers-in-french-cities/

All our vehicles are Euro 6 and will require a ‘Crit’Air sticker if traveling to these French cities. Please ask for more information when booking. The sticker is set against the vehicle and can not be changed, it also takes 6-8 weeks to arrive and will cost £20 to arrange for you. Fines range from £60 to £117 – https://www.certificat-air.gouv.fr/en

Dartford Crossing Charge

If you travel over the Dartford Bridge or through the Dartford tunnel you must pre-pay the toll fee online OR by phone 0300 300 0120 using the vehicle registration details. (Do not confuse the letter O with the number 0 (zero) as this will invalidate your toll payment) A £15 Admin charge will apply for unpaid penalty fees for each crossing due to the paperwork and time taken to deal with each case.

Deposits/Excess

A returnable deposit is required from a valid credit or debit card and must be banked before the vehicle is taken. There is a standard £800 excess on most vehicles with a £200 returnable deposit paid on collection of the vehicle. The excess on the insurance can be discounted if accidents are reported at the scene on the roadside to our incident report line (details attached to hire agreement).

Customers from outside of the local branch area OR under 25 years will have a higher excess and deposit on the insurance. If you cover both categories then you may be refused insurance. Please call your local branch for further information. (The excess can be increased on collection of the vehicle without prior warning).

We do not accept cash deposits, Visa Electron OR ‘Electronic use only’ cards for the deposit (inc Metro Mastercard). Pay-as-you-go cards and cheques are also not accepted.

Discounts/Charities

Our prices are set as standard and only change with seasonal sales. Kendall Cars Ltd and controlling directors actively support selected local and global charities. As this is the case discount is not offered to charities in general nor any groups, businesses or individuals. Kendall cars can be available for sponsorship or endorsement, but all requests must be made in writing and forwarded to the Managing Director at the Guildford office.

Driver Qualification Card (DQC)

Professional bus, coach and lorry drivers are now required by law to hold the Driver Certificate of Professional Competence (Driver CPC) in order to drive for a living. You and your employer risk being fined up to  £1,000 each if you have not accomplished your Driver CPC and you are found driving professionally. After you have passed the initial qualification you will receive your Driver Qualification Card (DQC), which you must carry at all times while driving a large goods vehicle or passenger-carrying vehicle professionally. You can get a £50 fixed penalty for driving professionally without your DQC.
For more information about Driver CPC and DQC please visit www.direct.gov.uk/drivercpc

Driving Licence

Hirers must have held a full licence for at least 12 months. For minibus and Cargo rentals hirers must have passed their test prior to January 1997 or hold the relevant categories on their license. Please check all endorsements with your local office when booking as some endorsements are not acceptable. The New UK licence now only comes as an ID card driving licence and must be checked prior to collection online using the drivers National Insurance number, post code and licence number to then generate a check code to show to our staff to confirm licence status. Without this code we will have to check via the DVLA centre which costs an additional £5.00 per licence check.

If you have a driving licence issued by a country which is in the European Economic Area (EEA) (The European Economic Area is composed of all the countries of the European Union (EU), namely Austria, Belgium, Bulgaria, Czech Republic, Republic of Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Sweden, United Kingdom PLUS Norway, Iceland and Liechtenstein), and you are visiting the UK, you can drive for as long as your licence remains valid.  Alternatively, you can apply at any time to exchange your licence for a British one.  If you wish to continue driving in the UK after your EEA licence expires, a British driving licence must be obtained.

If you have a driving licence issued by a country which is NOT in the European Economic Area (EEA) but you hold a licence from a designated country, you can drive any category of vehicle shown on your licence for up to 12 months from the date you last entered the UK.

It is a criminal offence to drive using a licence that is not valid in the UK.  In addition, if you do so, the car insurance will be invalidated and you will be committing a further criminal offence of ‘driving without valid motor insurance’.

Driving Tips for visitors to the UK

When driving in England please be aware of parking restrictions, toll fees, box junctions (painted yellow hatching’s usually on traffic lights and road intersections) and signs restricting vehicle access or use (for example in many towns/city’s we have lanes that are signed and marked as only for buses).  Enforcement cameras do cover these areas and you will be subject to a fine should you not comply with these regulations.  The websites below may prove useful when planning your trip:

Visit Britain

or

Driving Tips

Endorsements

Many endorsements are acceptable eg, an SP30 (speeding). Over 6 points or recent endorsements may cause a higher excess or refusal of hire. Management reserve the right to refuse hire for any endorsements if needed. If in doubt please ring the pickup branch with the details of your endorsements and conviction dates etc.

Fuel

We do not have fuel pumps on site or the capability to refill before every hire, therefore customers are expected to return the vehicle with the same amount of fuel in the tank as when the vehicle was first picked up. eg if the vehicle is picked up and has half a tank of fuel then it is to returned with half a tank or the hirer will be charged. A note of the fuel type is marked on the hire contract and on each vehicle’s fuel cap. Any costs associated with using the wrong fuel is not covered by the insurance.

Insurance

Fully comprehensive insurance is included in the quotations and arranged for you with a trusted third party insurer. The hirer is always responsible for up to their excess amount on any damage unless they call the accident through from roadside on the dedicated phone line.This allows the insurers to act quickly and reduce 3rd party costs or staged accidents. This will then reduce the excess down to the deposit amount. Exclusions will apply.

We do not allow our vehicles to perform in the ‘3 peak’s challenge’ or any other activity that is timed event or a race. This will invalidate the insurance.

We require all drivers to fill out a insurance proposal form upon pickup and show their full driver’s licence and 2x additional proofs of address. There are no extra costs for additional drivers. The insurance does not cover anything that comes down to negligence i.e., interior damage, tyre damage, overhead/roof damage, wing mirror damage, damage from overloading. Failure to abide by the terms and conditions of each hire may revoke the insurance cover and thus make the hirer fully liable for all costs. Please see full terms on the hire contract and the additional insurance page issued on collection.

Locations

Please view our locations page for our list of branches.

Mileage

150 miles included per day for all cars (after which is 9p per mile) – unlimited for car hires over 7 days.

100 miles included per day for all vans (after which is 9p per mile)

100 miles included per day for all 7.5 ton trucks (after which is 10p per mile)

100 miles included per day for multi-seaters (after which is 10p per mile)

A record of the mileage is taken before the vehicle leaves the branch/airport and again when it returns to calculate mileage costs.

Minimum Hire Periods

During peak seasons and bank holidays some vehicles will have a minimum hire period to either cover the days the branch is closed or when there is a high demand for the vehicle due to holidays, etc. Sometimes you may be able to book for less days than the minimum hire period if you book closer to the required hire date. Please call your local branch for more information.

Online Bookings

Please note that the online booking facility will normally take 24hrs to be processed – in some cases it may take longer – therefore we strongly advise that if you are booking a car or especially vans and multi-seaters to pick up within the next 7 days that all bookings be made by phone with the particular branch you wish to pick up from. It is usually the case that most vans are fully booked for weekends about 3-5 days in advance, therefore, online bookings stand less chance of being confirmed in time. For phone numbers for each branch please see the contact page. All online bookings are processed in person and are not automated therefore your booking requests are not valid until you have received confirmation from the branch – we will not accept responsibility for hirers assuming the vehicle they have requested has been booked if it has not been confirmed by the issuing branch.

Opening Times

Please see each branches page from the locations page for opening hours. Hirers are requested to be at the branch at least 30mins before closing for pickup. Vehicles can be dropped back outside working hours at most sites.

Payment

We accept payment by credit/debit card. We accept: Visa, MasterCard, Delta and Visa Electron (not for deposits). Cash may only be accepted for hire payment at a few branches. Cheque’s are no longer accepted for payment.

Pickup/Return Times

All our hires run from 8am to 8am (Eight in the morning GMT) regardless of actual pick up time. It is vital the vehicles are back on time – hirers can be charged up to 3 times the daily rate for late return (depending on trouble caused). We are always happy to extend the hire if we can, but the hirer’s must ring before the hire ends. Other times can be arranged if the vehicle is booked by phone and certain conditions met. Vehicles can be dropped back outside working hours and the keys posted in the keys returned boxes. Ask the branch when picking up for more details.

Price Variations

Please note that the prices will vary between branches, however, it is only a very small amount due to regional economic differences. It is mainly vans that are affected by this. The online quotations will give an accurate enough quote. There are no extra costs for additional drivers. This price is the full price – no add-ons.

Quotations

Quotations from the web site are kept as up to date as possible. Management reserve the right to change prices without prior warning. Quotations are only valid for 7 days. For online quotes please use the side quote bar. Vehicles listed are examples of each price range.

Quotes include all local taxes, fully comprehensive insurance, UK breakdown cover and a mileage allowance (unless specifically stated otherwise). There is no need to purchase any more comprehensive insurance unless you wish to cover your excess. There are no extra costs for additional drivers.

Refunds/Returns

Hire refunds can only be given if we have received at least 24 hours notice before the vehicle is returned early and if we can re-book the vehicle out again. Over peak periods there may be no refund as we would have turned down bookings already.

Booking deposits are non-refundable, however, in some cases they can be transferred to another single hire date minus a administration fee.

Terms and Conditions

A further list of terms and conditions are available by clicking here or viewing the Terms and Conditions link under Hire Information on the main menu. Management reserve the right to change any terms and conditions without notice or not comply to the published material if certain circumstances arise. Management reserve the right to refuse to hire or cancel hire without notice under special circumstances.

Van Rental

If unsure about the type of van you require it is normally easier to phone through the booking or enquiries as specific information can be given and the booking can still be completed fully. Please click here for a list of branch numbers. Please phone the particular branch you wish to pick up from.

Windscreen Cover

All our vehicles are covered by windscreen insurance which is included in the price. This will cover stone chips and cracks to the front screen caused by road debris for peace of mind when driving.

However, our cover does not cover damage to the windscreen when caused by neglect or vandalism.

What to bring

Please bring the following when you collect your vehicle:

  1. Driving licence – Please bring the original driver’s licence as we do not accept photocopies. For DVLA licence – please complete an online licence check at DVLA and bring the printed form showing the endorsements page or provide the licence check code for us to check on arrival. There are no extra costs for additional drivers, but we must see each driver at the office.
  2. Credit Card – we need this to secure the payments and use for your returnable security deposit.
  3. Additional form of ID (showing current name and address) – i.e. utility bill, bank statement etc.
  4. Any paperwork or quotes provided when you booked.
  5. If visiting from outside the UK please bring your passport along with a contact address of where you will be staying in the UK.

Going to the council tip or recycling center?

If you are clearing your home, garden or moving non dangerous rubbish waste with our tipper trucks or vans (not loose material). Please make sure you check with the recycling center or tip to make sure they allow the vehicle on site, any charges or if you need to provide a permit.

Unusually for car rental, the price quoted is the final price!