Question 1

Can I extend a booking I have made?

Accepted Answer

To extend a booking you can use your rental calendar on the front page of your portal to manage your hires. Find the reservation and click on extend now.

Question 2

How can I enable other drivers to book their vehicles online?

Accepted Answer

To add a new driver, simply start typing in their name and click on the orange add button and complete all the required fields.

Question 3

How do I enter specific instructions when booking a vehicle online?

Accepted Answer

If you have bespoke requests or would like to leave further instructions about your hire, then please use the notes section when placing your booking.

Question 4

I'm new to Nexus.  How do I book a vehicle online?

Accepted Answer

To place a booking online, use your login details and click on new reservation and complete all of the required fields to make your booking.

Question 5

Can I book a vehicle that is not on my tarriff?

Accepted Answer

You can place bookings for vehicles not on your tariff but you will need to speak to our reservations team who will give you a price on application. Reservations can be contacted by contacting 0871 984 1940.

Question 6

Can I specifiy a specific colour of vehicle?

Accepted Answer

Whilst you can note your preference for a certain colour, it can only be fulfilled where there is availability.

Question 7

Can I take my rental vehicle abroad?

Accepted Answer

Vehicles may be taken abroad as long as we are provided with enough notice and the supplier of your vehicle I satisfied with this. Please advise at the point of booking of your intentions and the dates of travel.

Question 8

Can my spouse drive the rental vehicle?

Accepted Answer

Additional drivers can be included at extra cost. You must check if this would be covered by your company insurance before a spouse or anyone else drives the vehicle.

Question 9

How can I enable other drivers to book their vehicles online?

Accepted Answer

To add a new driver, simply start typing in their name and click on the orange add button and complete all the required fields.

Question 10

How do I enter specific instructions when booking a vehicle online?

Accepted Answer

If you have bespoke requests or would like to leave further instructions about your hire, then please use the notes section when placing your booking.

Question 11

Can I speak to someone about an invoice I have received?

Accepted Answer

We have a dedicated credit control team who you can speak to regarding invoices you have received. You can contact them at creditcontrol@nexusrental.co.uk or alternatively call them on 0871 984 1945.

Question 12

When will I receive my invoice?

Accepted Answer

Your invoice will be sent 10 working days after the vehicle has been off hired.

Question 13

I requested a diesel.  Why have I received a petrol vehicle?

Accepted Answer

Diesel vehicles are available on a request only basis. Whilst we will try and fulfil the requirements, we cannot always guarantee it.

Question 14

There is damage on the vehicle I have hired that is not noted on the check sheet.  How do I report this?

Accepted Answer

It is your responsibility to check the vehicle within two hours of the hire start time or before the vehicle is driven. If you notice damage, you should immediately report this to the Driver Services team at Nexus by dialling 0871 984 1943.

Question 15

Why has my vehicle not been collected at the correct time I stated for off hire?

Accepted Answer

We aim to collect the vehicle as close to the off-hire time as possible. However, this may not always be possible and we will do our best to ensure the vehicle is collected as close to the off-hire time as we can. Please note that if the vehicle is still with you, you will not be insured to drive the vehicle after the off-hire time.

Question 16

What if I am not happy with the vehicle that has been delivered?

Accepted Answer

If you are dissatisfied with your vehicle you can log your complaint on your IRIS dashboard alternatively you can call 0871 984 1942

Question 17

Who do I contact if my vehicle does not arrive on time?

Accepted Answer

If your vehicle has not arrived as per the booking time then please contact 0871 984 1942.

Question 18

How do I make a formal complaint?

Accepted Answer

If you wish to make a formal complaint you can raise a case on your IRIS dashboard, you can also contact the Customer Service team via email at customerservice@nexusrental.co.uk alternatively via phone on 0871 984 1942.

Question 19

I have received a notification of damage but no invoice.  Why is this?

Accepted Answer

The damage notification you have received is an e-mail from Nexus, notifying you that damage has been recorded on the vehicle you hired. At this stage, it is not usual for the full damage pack to have been received. The claim is further reviewed to assess its validity and to collate the relevant documentation. If the claim is found to be valid & rechargeable, you will receive a further e-mail enclosing the damage pack along with another e-mail enclosing the invoice. You can check what documentation has been received by Nexus at any time, by logging into your Iris account and opening the relevant damage claim.

Question 20

I've received an invoice for damage that I believe I am not responsible for. How do I dispute this?

Accepted Answer

If you wish to dispute a damage invoice, this can be done by logging into Iris and accessing the claim. You should have the option to dispute the claim along with providing details as to why you are disputing. If you have received an invoice for damage that you wish to dispute, you should locate the invoice via the relevant booking and add the dispute to the invoice. This will place both the invoice and the claim into dispute so the Driver Services team are aware of your query and can review accordingly.

Question 21

There is damage on the vehicle I have hired that is not noted on the check sheet.  How do I report this?

Accepted Answer

It is your responsibility to check the vehicle within two hours of the hire start time or before the vehicle is driven (whichever is sooner). If you notice additional damage, you should immediately report this to the Driver Services team at Nexus by dialling 0871 984 1943. Please be advised that Nexus do have a 24 hour phone line, therefore, issues can still be notified to us outside of working hours. Alternatively, you can e-mail the details to the Driver Services team - ideally along with images - at damages@nexusrental.co.uk. Again, this would need to be received within 2 hours of the hire start time.

Question 22

I have received a notification of damage but no invoice.  Why is this?

Accepted Answer

The damage notification you have received is an e-mail from Nexus, notifying you that damage has been recorded on the vehicle you hired. At this stage, it is not usual for the full damage pack to have been received. The claim is further reviewed to assess its validity and to collate the relevant documentation. If the claim is found to be valid & rechargeable, you will receive a further e-mail enclosing the damage pack along with another e-mail enclosing the invoice. You can check what documentation has been received by Nexus at any time, by logging into your Iris account and opening the relevant damage claim.

Question 23

I've received an invoice for damage that I believe I am not responsible for. How do I dispute this?

Accepted Answer

If you wish to dispute a damage invoice, this can be done by logging into Iris and accessing the claim. You should have the option to dispute the claim along with providing details as to why you are disputing. If you have received an invoice for damage that you wish to dispute, you should locate the invoice via the relevant booking and add the dispute to the invoice. This will place both the invoice and the claim into dispute so the Driver Services team are aware of your query and can review accordingly.

Question 24

There is damage on the vehicle I have hired that is not noted on the check sheet.  How do I report this?

Accepted Answer

It is your responsibility to check the vehicle within two hours of the hire start time or before the vehicle is driven (whichever is sooner). If you notice additional damage, you should immediately report this to the Driver Services team at Nexus by dialling 0871 984 1943. Please be advised that Nexus do have a 24 hour phone line, therefore, issues can still be notified to us outside of working hours. Alternatively, you can e-mail the details to the Driver Services team - ideally along with images - at damages@nexusrental.co.uk. Again, this would need to be received within 2 hours of the hire start time.

Question 25

I've received a congestion charge/ parking fine/ traffic offence, how can I appeal it?

Accepted Answer

If you have received one of these charges, Nexus will have been informed. The fine will have been paid in order to ensure the cost is minimised. The costs will then be cascaded to your employer. If you wish to appeal the charge, you can do so by providing Nexus with your grounds for representation in order for us to query this on your behalf. Please email fines@nexusrental.co.uk. Alternatively, this can be disputed directly with the authority. If the charge is cancelled as a result of your appeal, please advise Nexus in order for us to check for any refunds and credit any relevant invoices accordingly.

Question 26

I've received a speeding notice but want to contest it.  How do I approach this?

Accepted Answer

If you/ your driver has received a speeding notice and wishes to contest it, this must be done directly with the authority once the driver has received their own copy of the notice directly from the Police.

Question 27

What happens if I receive a speeding notice?

Accepted Answer

If Nexus receive a speeding notice for your driver, Nexus will nominate the company address - as per the account details. It is then the responsibility of the relevant company to obtain the driver's full name and address then nominate these details to the Police. The driver will then receive a new copy of the notice from the Police, which they will have to complete and return accordingly. It will be the driver's responsibility to pay the charge directly to the authority once they receive the confirmation from the Police.

Question 28

Can I speak to someone about an invoice I have received?

Accepted Answer

We have a dedicated credit control team who you can speak to regarding invoices you have received. You can contact them at creditcontrol@nexusrental.co.uk or alternatively call them on 0871 984 1946.

Question 29

When will I receive my invoice?

Accepted Answer

Your invoice will be sent 10 working days after the vehicle has been off hired.

Question 30

Where can I find a copy of my rates?

Accepted Answer

If you are unsure of the rate you will be charged, you can check with your Account Manager before you place your booking.

Question 31

Will I be charged if I off-hire earlier?

Accepted Answer

If you have been charged a long-term rate and off-hire the vehicle early, a short-term tariff would then apply.

Question 32

How will RFT charges appear on my invoice?

Accepted Answer

Where RFT is charged separately, this will show as normal on your invoicing, including the increase. Where RFT is included within your rental rates, this will be billed as normal including the increase as part of your rental cost per day.

Question 33

What is VED?

Accepted Answer

VED is the new Government term used to describe vehicle excise duty including tax. RFT is an industry acknowledged definition for vehicle tax and excise duties attached to a vehicle.

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WHAT ARE YOU
LOOKING FOR?

AS A BUSINESS TO BUSINESS
MOBILITY PROVIDER, WE
DO NOT DEAL DIRECTLY
WITH MEMBERS OF
THE PUBLIC.

GREAT!
COULD WE TAKE
YOUR DETAILS PLEASE?

THANKS !

UNFORTUNATELY YOU HAVE
NOT MET OUR MINIMUM
REQUIREMENTS FOR
DEALING WITH US.

THANKS
TO HELP YOU TODAY CAN
WE TAKE SOME CONTACT
DETAILS FROM YOU SO WE
CAN GET IN TOUCH.

THANKS! WE’LL BE IN
TOUCH AS SOON AS
A MEMBER OF OUR TEAM
IS AVAILABLE.

THANKS
WHAT CAN WE HELP
YOU WITH?

PLEASE LEAVE US A
MESSAGE AND WE WILL
GET BACK TO YOU...

WE'LL PASS THAT
ON TO OUR TEAM...

GET YOUR INSTANT RENTAL QUOTE NOW

Our Vehicles

Industries

News

Customers

About Us

Get in touch

Search our website

Quick Links

Vehicles

Technology

Services

News

Customers

About Us

Legal

Contact Us

WHAT ARE YOULOOKING FOR?

AS A BUSINESS TO BUSINESS MOBILITY PROVIDER, WE DO NOT DEAL DIRECTLY WITH MEMBERS OF THE PUBLIC.

GREAT! COULD WE TAKE YOUR DETAILS PLEASE?

THANKS !

UNFORTUNATELY YOU HAVE NOT MET OUR MINIMUM REQUIREMENTS FOR DEALING WITH US.

THANKS TO HELP YOU TODAY CAN WE TAKE SOME CONTACT DETAILS FROM YOU SO WE CAN GET IN TOUCH.

THANKS! WE’LL BE IN TOUCH AS SOON AS A MEMBER OF OUR TEAM IS AVAILABLE.

THANKS WHAT CAN WE HELP YOU WITH?

PLEASE LEAVE US A MESSAGE AND WE WILL GET BACK TO YOU...

WE'LL PASS THAT ON TO OUR TEAM...

GET YOUR INSTANT RENTAL QUOTE NOW

WHAT ARE YOU
LOOKING FOR?

AS A BUSINESS TO BUSINESS
MOBILITY PROVIDER, WE
DO NOT DEAL DIRECTLY
WITH MEMBERS OF
THE PUBLIC.

GREAT!
COULD WE TAKE
YOUR DETAILS PLEASE?

UNFORTUNATELY YOU HAVE
NOT MET OUR MINIMUM
REQUIREMENTS FOR
DEALING WITH US.

THANKS
TO HELP YOU TODAY CAN
WE TAKE SOME CONTACT
DETAILS FROM YOU SO WE
CAN GET IN TOUCH.

THANKS! WE’LL BE IN
TOUCH AS SOON AS
A MEMBER OF OUR TEAM
IS AVAILABLE.

THANKS
WHAT CAN WE HELP
YOU WITH?

PLEASE LEAVE US A
MESSAGE AND WE WILL
GET BACK TO YOU...

WE'LL PASS THAT
ON TO OUR TEAM...