Arval UK Opiniones 

Each step was clearly defined and the information given was easy to understand. There was also regular updating of the stage of the process of delivery etc.

Recent MOT booking went well, but the process for notification of an upcoming MOT is over compensated, being constantly bombarded with reminded from 4 weeks out and then after the MOT was actually completed! May be an issue with miscommunication with the garage

The experience was good, but after having supplied all the required documents and signing the agreement, the final stage is disappointing. I am frustrated by the amount of time taken for me to receive my car. I understand that things would not happen "over night", but I have told that the car has been delivered to the broker, and undergoing checks. I have had no firm information as to when I can expect to actually get the car. I would like to know when I can expect receive the car. Many thanks. I will add that Steve Bowers has been very helpful.
Robert Fuller.

We leased a brand-new vehicle from Arval which suffered a major transmission failure within months. It has now been sitting in a garage for over two months. It's now almost been off the road as long as we've been leasing it.

Under the Consumer Rights Act 2015, we exercised our legal right to reject the vehicle due to Arval's failure to repair it within a reasonable timeframe. Instead of supporting us, Arval ignored us. We received no support, forcing us to bypass them and fight the manufacturer directly just to secure a courtesy car. Worse still, we had to pay out of pocket for a rental car just to ensure I could make my medical appointments because I am heavily pregnant.

Arval only informed us the repair was scheduled after we officially rejected the car. The car still hasn't been repaired and our case handler Adrian has ignored my husband's email which have asked them to confirm they are unwinding the lease.

Update on 21st May
It is sad, yet predictable that Arval waited until the day the repair is taking place to refuse our rejection of the vehicle. This is despite us rejecting the vehicle on the 12th May after it developed the transmission failure on 5th March. We have given Arval ample time to repair the vehicle.

Arval informed us that repair was taking place on 14th May, after we'd exercised our right to reject the vehicle. And ignored our additional two emails reiterating our position, so they had time to pause the repair before the car went into the workshop.

We've now escalated our complain to the financial ombudsman for an objective assessment because we refuse to be strong-armed into accepting back a fundamentally flawed vehicle. I don't require a response to this update.

Update 1st June
The transmission was replaced on the 21st May and after speaking to the garage today, the car is still experiencing faults. We've had no communication from Arval since the 22nd May despite us contacting them twice and letting them know that A) Our rejection still stands and B) We know that the car is still experiencing faults despite the transmission being replaced. Arval are basically ignoring our emails, despite this being a breach of their complaint handling obligations.

The fault developed on the car on the 5th March and the car has been with the garage since the 16th March.

I’ve had a really positive experience with Arval, thanks to Brandon’s excellent support. He’s always quick to respond to emails and makes you feel like nothing is ever too much trouble, which really puts you at ease throughout the process. Brandon went above and beyond to help me secure the car I wanted, and his friendly, helpful approach made the whole experience smooth and stress free. Thank you Brandon!

Brandon Nail has been amazing, quick to reply, open and honest and has kept me updated throughout the entire process.

Absolutely excellent from start to finish. Vicky Drew went above and beyond to help me with an issue involving a windscreen replacement and the coordination of vehicle collection and delivery. She was super friendly, incredibly efficient, and impressively quick to deal with everything.
What really stood out was how she took full ownership of what could have been a stressful situation and came up with an amazing solution that made the whole process seamless. Nothing was too much trouble, communication was clear throughout, and I genuinely felt looked after.
Thanks to Vicky’s outstanding support, my new car has now arrived and I couldn’t be happier. A brilliant experience and first‑class customer service — she’s an absolute star.

6 weeks in and still no call from a manager to discuss the many issues I have experienced.. great at taking money every month but not good at supporting you...Inexperienced customer services staff,and useless management who refuse to talk to you.

Second year in a row service nightmare! Last year my service ended up in red engine lights and two trips to Volkswagen and an offer of compensation rejected due to how laughable it was. So this year, after my request for a 3pm service was rejected, I accepted 8:30am at Kwikfit (Yes taking a Golf R to there is terrible, Arval won’t pay for a proper service)

First of all had a text saying arrive 15 mins early, then to arrive oh sorry we don’t open til 8:30! It got to 2pm and haven’t heard anything about the service, so upon arrival was told Arval only just approved the service at 1:55pm over 5 hours sat waiting for nothing. Considering Arval approved the oil service this was ridiculous. Arval also refused two tyres at 2mm tread so will have to go through all this again, Arval have said Kwikfit tried over charging for an oil filter - even so this shouldn’t take 5 hours. At this point was told be finished at 5pm, then at 3:15 was told it wouldn’t be long, and then again at 4:50.

A guy came out at 5:15 and said he had asked for oil at 4 and was still waiting on it, and needed a further two litres. How you’ve approved a garage to at runs out of oil or how it’s even possible for such a large chain to run out is beyond me. Finally at 5:40 it was done, and didn’t run it through fully. So that’s 8:15 - 5:40 just for a service because neither Arval or Kwikfit Beverley are competent and just blame each other. I will be seeking compensation

After having several months of not being able to use our car and it having cost us several thousand pounds we sent an official complaint which was dealt with by Adrian in the complaints dept. We had had an extremely stressful time trying to fix a car that couldn’t be fixed. We were told it was our responsibility as a lease car. Adrian sorted our dilemma quickly and professionally keeping in touch via e-mail. We were very happy with how Adrian dealt with our complaint and the car has gone back without further stress to us.Thank you Adrian.

Customer service was great, vehicles were collected and dropped off on time, good selection of cars.

Good communication and very helpful when needed. All went very smoothly. A thumbs up from me..

Multiple choices were not available or had to be re-quoted, I also had to continually get in touch with them just to see what was happening, Bearing in mind that this was a renewal contract to the one I already had. I was collating email evidence to write to head of Arval and my own Company when I got an email regarding delivery (Late), where I actually then got some proper service from the company that actually supplies the cars (Group1auto). That bit went well.

Ordered a vehicle via salary sacrifice and after approvals all seemed good. Emails through about estimated delivery date and all was going well. It then got within a week of the delivery date and I hadn’t heard anything so I called, only to find out my order had been cancelled a week before.
Apparently the dealer can no longer provide the ordered vehicle (suggested end of model, model had only launched 2 months ago?), they’ve then suggested a similar model which is in stock, however Arval can’t quote this as not on their systems. So after 2 weeks of chasing I still have no order and am back at the start, website still showing original model can be ordered.

The systems don’t seem joined up in any way.

When first found that order had been cancelled I expected a call back, nothing, further calls and promised call backs, still nothing. Customer service doesn’t exist here. Wish I could go elsewhere but tied due to company salary sacrifice scheme.

So 2 days on since Arval’s response to this review and nobody has been in touch, what a surprise.

Adrian from complaints team was absolutely fantastic throughout a long process of a complaint being dealt with, he was professional, fair and always communicated with me in the upmost nicest way always. Adrian is a credit to the company and was a complete pleasure to speak to as well as dealing with my issue to conclusion in the best way.

I rarely leave reviews but I feel it is important to share my experience. I want to be clear that this review is not about the dealership, but the handling of my case by Arval.

I am currently 5 months in to a 36 month business lease, and since January have been dealing with ongoing issues with the vehicle including loss of power whilst driving, and more recently a fault where the vehicle does not lock reliably.

As this is a customer maintained lease, I have followed the correct process by working with authorised dealerships, and the vehicle has been inspected in excess of 7 times. Despite this, the faults remain unresolved.

My concern is not that the faults have occurred, but how this situation is being handled. The complaint was formally raised in February and is now well beyond 8 weeks without resolution. Throughout this time the case has been handled across multiple teams with no dedicated point of contact, leading to delays, inconsistent responses, and a lack of clear progression.

Most concerning is the ongoing locking issue, which has resulted in the vehicle being left unsecured without my knowledge, and even after I was advised that a fix had been applied. I do not feel that this has been treated with the level of seriousness it warrants.

As a business vehicle replied upon daily, the ongoing disruption and uncertainty have been significant, and I have now lost confidence in both the vehicle and the support provided.

I am currently seeking a resolution and have escalated the matter to BVRLA.

I hope this highlights the importance of clear communication, ownership of complaints, and timely resolution when customers are facing ongoing issues.

Update in response to Arvals message 07/05/26
Thank you for your response.

I appreciate the acknowledgement and I look forward to hearing from the relevant team.

As outlined, my concern is not simply that faults have occurred, but the length of time this matter has been ongoing, the number of unsuccessful repair attempts, and the lack of a clear resolution despite the complaint now being well beyond 8 weeks.

I hope a constructive resolution can now be reached as a priority. I have recently asked for a dedicated case handler rather than being stuck within the general customer service structure.

Great experience! Fast replies to emails and fast service ordered and received car very quickly. Amazing customer service and very easy process.

Dreadful end of lease experience. Paid for repairs as per policy prior to returning vehicle and was still charged a fortune upon returning the vehicle. Tried to appeal some damage and the process was next to impossible. Only to be told the charge stands, without actually being able to talk to someone regarding this. Would not recommend.

Everything ok in purchasing my original vehicle. When the new one arrived it was dropped of f on a trailerby a very polite driver. The only thing that surprised me was there was no instruction on how the car actually worked and any features. I eventually went onto YouTube and watched a few videos. The car was really clean and tidy upon arrival.

Regards

John

Outstanding customer service from Tracey Morgan, who truly went above and beyond to assist me. It’s rare to encounter such a high level of support, and I genuinely mean that. Her dedication and professionalism set a clear standard for what 5-star customer service should look like. Thank you Tracey! - Alex