BVH FAQs
Breakdown Numbers in the event of out of hours breakdown:
In the event of a breakdown or any requirement for roadside assistance please refer to the breakdown number located on the top right side of your rental agreement.
In the event that this is not to hand please use the following roadside assistance numbers as necessary.
Please inform us of any breakdowns as soon as possible on 0118 986 1914 during office hours.
Updated 02/02/24
FORD - 0800 111 234
MERCEDES – TRUCKS (incl. MITSUBISHI CANTER) - 008 00577 77777
MERCEDES – VANS - 00800 3777 7777
MERCEDES – CARS - 00800 1777 7777
RENAULT - 0800 085 8005
VOLKSWAGEN - 0800 777 172
MAN - 0800 028 7728
TOYOTA - 0800 246 824
CITROEN - 0800 197 2046
MAXUS - 0333 0702 637 (RAC)
PEUGEOT - 0800 197 2045
VAUXHALL - 0800 55 33 88
JAGUAR - 0800 246 844
KIA - 0333 202 1827
If you do not have your rental agreement to hand for the correct breakdown number and are unable to arrange a breakdown or callout (out of hours) with the above numbers, please try:
RUN YOUR FLEET - 0800 107 5867
How do I reserve a vehicle?
Reservations can be booked through our secure website or you can contact us on our phone number during office hours (Mon-Fri 08.00 to 17.00, Sat 08.00 – 12.00, Sun: Office is CLOSED - but we accept drop offs between 3pm and 5pm ONLY *** TIMES MAY DIFFER DURING BANK HOLIDAYS) should you have any questions that relate to your required rental vehicle.
What are the driving licence requirements for renting a vehicle with you?
Every driver must present a valid driving licence that they have held for at least one year (for drivers under 25 or those who have held foreign licences previously two years minimum).
As of August 2022 - licences to be held TWO YEARS minimum on ALL hires ***** updated 06/10/22 *****
Expired or provisional licences will not be accepted. We also need to check whether you have any endorsements or penalty points on your licence. This will not necessarily affect your ability to rent a vehicle with us. If you have more than three points it is recommended that you call our office we may need to get a clearance on you your endorsement form our insurance company.
Is it possible to cover more than one driver on hire vehicles?
Additional drivers can be added at a cost of £8.00 per day + VAT.
Is there an excess mileage charge?
Your mileage allowance will be shown on the bottom right of your rental agreement or on your booking confirmation (if you booked online). Any excess miles over your allowance will be charged at 15p per mile + VAT.
Will I get a refund for a cancelled booking?
As per our terms and conditions we do not offer refunds on pre paid bookings. However, where more than 48 hours notice has been given a full refund may be applied at our discretion.
Can I drive a 7.5t truck on my car licence?
Yes, depending on when you passed your driving test. If you passed your test before 01/01/1997 and have category C1, you can drive 7.5t vehicles. If you passed after 01/01/1997 then the largest you can drive is a 3.5t.
Please note if you do not have previous experience driving a 7.5t vehicle then the hire will be declined even if you have entitlement to drive.
What is the criteria required to be permitted to drive a 17 seater minibus?
You must be minimum 25 years of age and you must have a class D1 on your driving licence.
Do I need an Operator’s License to drive a truck?
All truck rentals for business use MUST have a valid operator’s licence. For personal use there is no need for an operator’s license.
What is included in my price?
Prices quoted are inclusive of VAT, insurance, breakdown cover and between 100 to 300 miles allowance per day (depending on the length of hire).
Can hire vehicles be returned out of hours?
Unfortunately we do not have a key drop box and our premises is gated and locked after opening hours. Please return vehicles during opening hours only as the vehicle must also be checked in on return.
What time does a hire day run from/to?
A typical hire day is a 24hr period from 8am (subject to avilability) or as agreed and noted on your rental agreement. The vehicle can be collected the evening before the rental subject to availability.
Can our vehicles be used to travel into Europe?
Yes, we permit our vehicles to travel into most EU countries. Additional relevant charges will apply, please call our office for detail.
UPDATE **** 15/12/20
******* We can accept booking enquiries for foreign travel. However, due to the on-going spread of coronavirus, any bookings including foreign travel are at risk of cancellation at short notice in line with any relevant updated government advice or restrictions. Hire charges remain applicable until vehicles are safely returned to our depot. *******
Do we supply one way vehicle rentals?
No.
Do you deliver & collect to my location?
Yes, depending on availability- however there is a charge for this service. Please speak to our office for availability and charge.
*** Please note this service is reserved for business account customers only.
Do I pay a deposit?
We charge a security deposit on all our vehicles. This will be between £300 and £1500 depending on the circumstances. This will be refunded back to you when you return the vehicle subject to any damage that you may incur.
When I am ready to book a rental vehicle, what details will I need to provide?
We accept telephone, website and email bookings. When calling please ensure you have your driving license and vehicle requirement details to hand. Please also note that we will need to take card details in order to take the rental payment to confirm your booking.
What is required on the day of collection?
Driving License photocard, DVLA code and summary, TWO proofs of home address that match the licence address (in addition to the licence) which are also required to be dated within 3 months from the date of collection; and your debit or credit card (not AMEX) for rental and deposit.
Non-UK licence holders must ring us to confirm additional requirements.
Is there any excess?
Excess (the amount you will be liable to pay per claim if the vehicle is damaged during the hire) is a standard £750 for most cars and most vans. Our executive cars, pickups, extra long wheel base panel vans, minibuses and 3.5 ton box vans and dropsides have a standard excess of £1000 and all our 7.5 ton trucks have a standard excess of £1500. The excess can be reduced dependent on your licence type, experience and any points and endorsements you have (subject to office approval). Please note the excess does not cover any overhead roof damage or windscreen damage and you will be fully liable for any damage to the roof or windscreen.
For couriers, young/ less experienced drivers, drivers with more than 6 points and drivers with recent accident history the excess will differ.
Please also note the excess for non-UK licence holders will also differ. You will need to ring us with your licence details (ie country of issue etc) so that we can advise the excess for foreign licence holders.
Do we offer zero insurance excess on your hire vehicles?
No, we cannot offer zero excess but taking out collision damage waiver insurance to reduce the excess liability can reduce your insurance excess to £350 for most cars and most vans, £500 for 3.5 ton box vans and dropsides, pickups, minibuses and xlwb vans and £750 for 7.5 ton trucks and executive cars.
Can I leave my car at your premises whilst I hire a vehicle?
We have limited parking availability on site. Any customers wishing to leave their vehicle on site must have this agreed in writing before collecting the vehicle. Please also note that we DO charge for parking on site.
All vehicles are left on site at your own risk and we will accept NO liability for damage, loss or theft of your car and contents.
As an alternative, there are many roads nearby our office where there are no parking restrictions.
Where can I find the vehicle collection address?
Please note all vehicles are to be collected and returned to 587, Basingstoke Road, Reading, Berkshire, RG2 0TA
Do hire vehicles need to be refuelled before collection/return?
Yes. We encourage our customers to re-fuel our rental vehicles to cover the fuel used before return. Hirers who return vehicles with less fuel will be charged accordingly.
Do I need to bring the vehicle back with a full tank of fuel?
Vehicles should be returned at the same fuel level that it was collected at. The fuel level will be found on the check sheet given to you when you come and collect the vehicle
What if I return the vehicle with less fuel?
If the vehicle is returned with less fuel than when it was collected we will charge for the cost of the difference according to local fuel rates.
What if I return the vehicle with more fuel?
Unfortunately we do not offer fuel refunds for vehicles returned with more fuel.
Do you accept credit cards?
Yes, however we are unable to accept Amex cards.
Do you accept cash?
Unfortunately we no longer accept cash for rentals or deposits.
Can I use your vehicle to take rubbish to a tip?
Yes you can, however they may have height and time restrictions in place which you will need to check yourself.
How Can I make a complaint?
At Berkshire Van Hire our customer service is important to us. If you would like to discuss anything regarding your hire experience with us please contact our Reading office directly on: 0118 986 1914 or alternatively you can email the hire department at sales@berkshirevanhire.co.uk or send a letter to our office at 587 Basingstoke Road, Reading, Berkshire, RG2 0TA. We aim to resolve all complaints as quickly as possible.
If you are not satisfied with the final outcome of our complaints procedure you may contact the Financial Ombudsman at: http:www.financial-ombudsman.org.uk/contact/index.html, or Trading Standards for non-financial complaints.
Alternatively, you may wish to contact the BVRLA Conciliation Service which is an approved dispute resolution service. Details can be found at https://www.bvrla.co.uk/ or you can contact the concillation service via email at complaint@bvrla.co.uk .