Arval UK Anmeldelser 

I leased a car from Arval in April a brand new mustang mach e. On the day of delivery the delivery driver called to say they had refused to deliver because the car had lots of damage especially the drivers door. (They had been pressured to deliver it anyway) There would be a delay as it needed repair.

A few hours later i was unexpectedly told it was on route. It arrived, seemed fine but would not connect to any apps and on charge the range was 200 miles and not the advertised 290.

I had to wait 3 weeks to get a garage appointment which revealed the car had parts from multiple vehicles on it with different Vehicle identification numbers. (Clearly ripped out of another white mustang at the garage) The range is basically under 200 and over 100 miles less than advertised.

I reported these concerns in April. Its now almost July and nothing has been done. Emails are not responded to, promises on the phone not kept and i even had someone else’s complaint file attached to mine. (Someone with tyre issues in Wales)

Legal letters have been sent and not responded to and im utterly fed up. I have never experienced such appalling service in all my years.

Jacqui Probets provided regular updates on my new vehicle, and ensured there was a smooth transition between my old car being collected and my new car arriving. She also chased when I had a tyre issue with my old vehicle. Thank you Jacqui.

The worst company I’ve dealt with at handling issues they fob you off I’m waiting on our delivery people I’m waiting on our people instucring me how ro proceed you came back to us too late all after they’ve been contact the same day as the issue arose very dissapointing

I would strongly advise anyone considering Arval to think carefully before signing an agreement.

My vehicle suffered the same serious charging fault four separate times in less than nine months, resulting in four recoveries and multiple periods off the road. However, the biggest issue wasn't the vehicle itself – it was Arval's complete lack of customer service. They simply don't engage and were not even slightly helpful. I can honestly say it is the worst customer service I have ever experienced.

They completely failed to understand the impact of the situation. Every breakdown resulted in hours of phone calls, being passed between departments, arranging recovery, organising replacement vehicles and repeatedly explaining the same issue. I repeatedly asked Arval to work with the manufacturer on my behalf and help drive a resolution, but they failed to do so. Despite numerous requests, I was never given the opportunity to discuss the matter properly with a manager by phone – in fact, I struggled to speak to anyone with the authority to make decisions.

When I eventually received Arval's final response, they reduced months of disruption, lost time, significant business impact and four vehicle recoveries to a few lines describing it as an "inconvenience". The response demonstrated little understanding of the real impact on their customer and felt dismissive throughout.

If everything goes smoothly, Arval may be fine. If something goes wrong, don't expect proactive support, ownership of problems or meaningful customer service. My experience has been appalling from start to finish, and I would never choose Arval again.

My car has a problem. I have called Arval Chery twice now and after being on hold for 1 hour the line just cuts off. I have also emailed customer service and received no reply. I therefore have an a car which is I cannot use with no way of contacting the lease company. This customer service is unacceptable.

Just want to say, because this is rare these days, that Arval have absolutely great customer service.Over a 4 year lease, with everything i've contacted them about and with everyone i've spoken with, they have gone above and beyond in an efficient friendly, reassuring manner, to resolve any questions or issues i've had !! Welldone !!

I am currently forced to escalate a formal dispute to the Financial Ombudsman Service against Arval regarding my lease car. After the vehicle suffered an officially diagnosed safety-critical, high-voltage battery inverter fault, Arval completely abandoned their regulatory duties as the finance provider and vehicle owner.

Rather than arranging immediate safe recovery or providing alternative mobility, Arval’s customer service stated they “had no power” to overrule their third-party contractors (Nissan and the RAC) and explicitly refused to authorise a flatbed or assist me.

They even went so far as to tell me on the phone that they would refuse to issue a Final Response Letter unless I agreed to close the complaint first—an entirely false and manipulative compliance trap designed to obstruct a consumer's access to the Ombudsman.

Arval has since entered absolute radio silence. They are content to leave a customer out-of-pocket for private flatbed towing and stranded with an unroadworthy, high-voltage asset. A shocking display of corporate negligence and complete lack of treating customers fairly.

I have a Personal Contract Hire agreement with Arval UK for a BYD Sealion 7. The vehicle has been off the road for around three months following a minor accident.

The insurance company has already approved the repair, and the garage is ready to proceed. However, the repair cannot be completed because BYD is unable to supply essential parts, and the delivery date has been repeatedly moved.

During this entire period, I am still being charged the full monthly lease payment for a vehicle I cannot use.

I have raised a formal complaint with Arval UK and requested reasonable support such as a temporary replacement vehicle or a partial rental adjustment. The only mobility support provided is a small insurance courtesy car(from Insurance), which is not equivalent and results in significantly higher running costs for me.

Arval has declined to provide any alternative vehicle or temporary relief, despite the extended duration of the issue being outside my control and driven by parts supply delays.

At this stage I am looking for a fair and practical resolution, such as:

* A temporary replacement vehicle (any EV or equivalent mobility solution), or
* A rental credit for the period the vehicle has been unusable

I am very disappointed that after several months of waiting and repeated changing repair ETAs, there has been no meaningful support offered beyond continuing full billing.

I am posting this in the hope that Arval UK will review the case and engage to find a reasonable resolution.

I had a car scheme through Arval, it went fairly smooth for pick up. I had to hand it back early due to health issues, Arval were amazing, the hardback was really smooth, the operator was a great help and support especially going through a tough time with my health. Hats off to Arval. Thank you

Excellent service from Brandon Nail. Always gave prompt response. Wide range of choices provided. Highly efficient processing.

Shocking customer service, not my first rodeo with Arval via my employer. Tyre repairs not authorised with main dealer but car sent there for servicing. Hire vehicle sent completely impractical, a Vauxhall Corsa is not SUV sized! Inept and rude customer services, I'm expected to do the running around to fix their car at their approved dealership.

If you're reading this and thinking of leasing a vehicle through them, one word, DON'T!

Was having problems and spoke to Jacqui Probets from team Sunbeam Team at Arval who was amazing. She cleared everything up so nicely.

I leased my car through salary sacrifice scheme however my employer no longer has an agreement t with Arval subsequently I am not able to increase my mileage allowance and will have to pay 19.6p per mile over the allocated mileage. I am thus going to be thousands of pounds out of pocket . Beware of this company and hidden charges enabling them to rinse their customers.

AVOID this car finance provider. Raised charges in excess of the quoted damage amount in their end of lease damage matrix. The 'damage' - a insignificant 5mm dent - was charged at £213 claiming that it was 'on the swage line of the vehicle'. The damage was clearly above the swage line and I've had to make a complaint to the ombudsman.

The incompetency is astonishing. We CANNOT get tyres fitted on a car that has tyres on the legal limit and when they finally come - they have the wrong tyres size...
And we have to apparently go through the whole process with ARVAL again.....

Leased the same vehicle with Arval for 7 years via renewals, never any issues. Return of the vehicle however, has been ridiculous. The 'agent' who inspected the vehicle made a series of mistakes and now I have an invoice for hundreds of pounds, which Arval are refusing to discuss properly. Hiding behind customer service standard responses and blanket policies. Currently Awaiting escalation to management.

Extremely poor communication - charged me through payroll for a tyre which is included in my lease, then ghosted me after the initial contact.

Edited: Contact (finally), call backs promised but never delivered, a complaint raised a month ago but still no resolution.

Andrea from Fleet Admin Team was very helpful and addressed my concern immediately! Thank you.

The selection of available new cars is large with almost every brand and type of car able to be chosen. Communication with the Sales Teams has been good. If there is a delivery delay then Arval keep you informed as to the new expected date. You can always call them and speak to a real person. The service option has always been compatible to my needs and new tyres are fitted as soon as the current ones reach 2mm, usually with premium Michelin tyres which do last longer. My choice was not to take the insurance option but this was a personal preference.
My only qualm was when changing from my second new car which had been re-contracted three times. This made sense as the Covid years meant low mileages and it was good to keep a car well liked and known to me. In attempting to change to a hybrid PHEV vehicle two small problems arose. First my email request to get prices for seven PHEVs went unanswered, though admittedly it was in the middle of a long email about other matters. So my efforts went into looking at the Arval second hand car web pages. The perfect car was found as it was the PHEV version of the same excellent Peugeot 3008 that had served me so well for 5.5 years without a hitch or breakdown. Everything about the delivery of this replacement car, the collection of the then current car and even the fitting of the EV charger, all on one day, went smoothly. (Arval used to have an arrangement with BG/Hive as an EV fitter, so although this had ceased my use of Hive was still perfect and a discount was arranged).
The problem was that Arval wished to charge me two months rental for the four months remaining of the contract, plus the expected mileage for those four months that was not going to be driven. This despite the fact that the car goes straight to auction. So Arval gained a car four months younger with less mileage and were therefore able to get a better price at auction, while taking money from me. This did not seem right to me, but my complaint was dismissed as per the contract. My (still) annoyance was that this would have been OK if the relationship with Arval was being cut. But my loyalty was continuing and indeed my monthly payment for the (new to me) secondhand car was increasing. This still rankles with me.
The PHEV is excellent especially as we now have solar panels so 90% of my driving is free. One strange thing was that the car was not serviced before delivery which was expected from the literature from memory but it was given an MOT six months early. This information was not sent to me and caused a small problem when booking the recent service.

Quite a good web site. Nice presentation of the car and fair and clear in terms of the rental.