Car & van rental questions & answers

What hours are vehicles delivered between?
CLM’s working hours are from 8.15 – 18.00 Monday to Friday. Our rental partners usually operate between 08.00 – 18.00 Monday to Friday and 09.00 – 12.00 on Saturdays. Vehicles ordered for early morning starts are normally delivered the previous day. Some rental partners operate a twilight shift therefore may deliver a vehicle during the evenings. Some rental suppliers may also deliver vehicles on Saturday afternoons and Sunday as they may be required for an early start on Monday.
If a vehicle is required outside of these hours can this be facilitated and when is delivery and collection likely to happen?
Providing the hire is booked within the opening hours, CLM is able to provide a hire to commence outside of these times. The vehicle will generally be pre-delivered. Please be aware that when off-hiring the keys must always be made available in a safe and secure place not left in or on the vehicle.
If I have a query in relation to my hire vehicle at any point who should I refer this to?
Please email any hire related queries to or call 01908 210100 and ask to speak to the Rental Desk.
What level of fuel am I expected to return my hire vehicle with at the end of the rental period?
Rental vehicles should be returned with the same level of fuel that they were delivered with, or there may be a refuelling charge.
Can I add an additional driver?
Yes, if the booking is made and covered by your insurance and the driver is covered provided your employer agrees.
Can I have a vehicle with Satellite Navigation and/or Bluetooth?
It is possible to request this when booking, although please be aware this cannot be guaranteed, although we will make the request to the supplier, please note additional charges may apply.
Can I have a specific make/model?
Our rental partners have vast fleets of vehicles, you will receive a vehicle from the category you have requested but specifics cannot be guaranteed (this includes fuel type).
Why would the rental company or CLM need to call me?
From time to time the mileage needs to be checked and recorded, also if you have booked your vehicle and not given an off hire date, then you will be called from time to time to clarify how long you expect to stay in the vehicle. This can assist you in reducing your hire costs, as there may be more competitive longer term rates that may apply. We may also call if your hire vehicle requires any maintenance.
What should happen when I have made a booking?
You will receive the following confirmation:
• Acknowledgement email with booking reservation number.
• A further email confirming the supplier and reservation number prior to the hire commencement.
Is my mileage limited?
The standard allowance is 2,000 miles per 28 days pro rata. Please email or call 01908 210100 to confirm your allowance.
What are my responsibilities regarding damage?
It is the driver’s responsibility to thoroughly check the vehicle upon collection and delivery and to report and note any damage on the vehicle. If the vehicle is signed for and no damage is noted at the commencement of the rental, then any subsequent damage during the period of the rental and up to the point the vehicle is collected will be charged for.
What is the process and who should I contact if I have a dispute regarding any short term hire associated charges?
If you have a dispute regarding any element of the charge, please contact either your help desk or email or call 01908 210100
Am I responsible for the rental vehicle if it is delivered in advance of the agreed start date and time?
No, the driver is not responsible, however it is vital that another check of the vehicle is carried out to ensure no damage has occurred during this time. If damage is found then contact CLM and a note will be made on the booking to ensure this is not incorrectly charged to your account. Please also be aware that the vehicle’s insurance cover will only commence from the start date and time of the hire.
Am I responsible for the rental vehicle once it has been off hired and awaiting collection?
The driver is responsible for the first 48 hours after the rental has off hired, thereafter it is the responsibility of the rental supplier. Please ensure you inform CLM if the vehicle is left in a restricted parking area.
Should I be worried if my rental vehicle is not collected promptly once it has been off hired?
It is always worth contacting CLM to ensure that the off hire has been completed correctly, but you should not be concerned as you will not be charged.
If I off hire the vehicle and it is being collected from a pay and display car park do I have to pay for a ticket?
Yes, you are responsible for the vehicle up to 48 hours after it has been off hired, therefore a valid ticket covering this period must be displayed.
Do I need to refuel my vehicle?
Yes, you should refuel your rental vehicle and keep the receipt. If you return your vehicle with less fuel than it was delivered with, there will be a refuelling charge levied which is higher than the pump price due to the time and administration involved by the rental company.
How do I off hire my rental vehicle?
At the time of the booking, the option is given to advise CLM of:
• Automatic Pick Up “APU” – driver completes off hire details or
• To Be Advised “TBA”, in this instance the rental team will call the driver or booker periodically to progress the rental.
What happens over bank holiday weekends?

If you have vehicles on hire during a bank holiday period, any amendments, extensions or terminations need to be passed to our Reservations Team before 10.00 on the Friday before the long weekend. You can make contact via email or you can speak to one of our reservation agents on the standard reservations number – 01908 210500.

If you are terminating/off hiring before the Bank Holiday this must be received by 10:00 am on the Friday, and be available for collection by 15:00 on the same day.

Any rentals without the relevant instruction at this point will remain on rent until 08.15 on the following Tuesday.

If you have any questions, please contact your Client Relationship Manager. 


What do I do if the service indicator comes on?
Call CLM and ask to be passed through to the fleet control desk who will then advise if you need to book the service direct or whether they can book the service on your behalf.
In the event a replacement tyre or any mechanical work is required to my hire car, who is responsible for the cost and how do I go about making arrangements for a replacement etc?
Call CLM and ask to be passed through to the fleet control desk who will then advise if you need to book the work directly or whether they can book the service on your behalf. With respect to costs, generally these are paid on account by supplier. If work carried out falls outside of fair wear and tear or is deemed as driver fault then these costs will be recharged.
What number do I call if I have a breakdown? What literature is included in the vehicle I need to refer to?
In the first instance please refer to the 24 hour breakdown company, details of which generally can be found on the back on the tax disc or on the key fob. Alternatively you can call our Fleet Control department on 01908 210100.
What happens if I lose my keys?
Contact CLM or our rental partner; a charge will apply for lost keys.
What happens if I misfuel?
DO NOT START THE ENGINE OR DRIVE THE VEHICLE, as this could cause irreparable damage and the cost of a new engine could apply. Call the recovery services (AA/RAC – details of which generally can be found on the back on the tax disc or on the key fob.) immediately. Charges for full rectification will apply.
What should I do if I get a puncture?
Contact either the rental supplier (details will be in the vehicle) or CLM. The vehicle with either be replaced or a new tyre fitted, however the driver will be charged for the replacement.


What is the congestion charge process?
If the rental falls within the congestion charge area and the vehicle is delivered, the rental company may have paid the charge for that day, although it is not guaranteed. Therefore it is the driver’s responsibility to log on to the Tfl website and check the congestion charge payment has been made. Tfl will not allow you to pay twice, so it is vital you check, as it is the driver’s responsibility to pay the charge for the duration of the hire.
What is the process for parking fines?
If the driver does not settle the fine immediately and it is escalated to the DVLA then CLM will pay the fine and recharge the driver along with an administration fee.
What is the process for speeding fines?
CLM will pass on the names and details of the primary driver of the vehicle to the police along with an admin fee and then it’s the driver’s responsibility to pay or dispute accordingly.