FAQs

What is covered under the maintenance scheme?

Within the Arval Maintenance product, we cover all routine work that is due to occur during the vehicle’s contract term (based on manufacturer guidelines).This will include: Routine servicing, maintenance, repairs, tyres*, batteries, breakdown cover, exhaust and any worn items.Work not covered includes: Glass/windscreens, accident damage, driver abuse, damage and replacement as a result of neglect. If we are asked to carry out this work these charges will be billed via a vehicle services invoice.
* Arval has a Fair Play policy on car tyres. This means that damaged tyres will be replaced inside the maintenance budget on cars. Replacements in the event of abuse, neglect, theft or vandalism will be recharged.Van charges: Tyres replaced due to fair wear and tear will be charged inside the maintenance budget. Damaged tyres on vans will be recharged as a percentage based on the tread remaining.

0.0 mm – 3.9 mm No Recharge
4.0 mm – 5.9 mm 25% Recharge
6.0 mm – 6.9 mm 50% Recharge
7.0 mm – 7.9 mm 75% Recharge
8.0 mm 100% Recharge

Is breakdown recovery service included?

Yes, your maintenance package will include breakdown assistance with roadside recovery.

What do I do if I breakdown?

Please contact the Arval contact centre on 0370 600 4499 and select the relevant option.

At what point will Arval notify me of any maintenance charges due?

There is currently a £420 notification threshold. Any costs below this threshold should be covered within your maintenance agreement. If the work is over this amount and a recharge is applicable, we will contact you.

What are my responsibilities regarding the maintenance of my vehicle?

You must ensure the vehicle is serviced at the manufacturer’s recommended service intervals, and any other occasions when faults arise. At all times ensure that the tyre pressures, oil and coolant levels and anti-freeze levels or similar matters are maintained to the manufacturer’s specifications. Ensure that a current MOT test certificate is obtained for the vehicle when this becomes necessary. If you are unsure as to the date of expiry please contact your customer services team.Please do not allow the vehicle to be used without a current certificate in force.

What should I do if I need replacement glass or repair?

We recommend contacting your insurer in the first instance. Alternatively, Arval can organise this for you and will automatically bill you for the cost. If you are an Arval Total Care customer – please phone the Arval driver line and choose the glass option.

When is the first MOT due?

When the car is 3 years old it needs to have an MOT. We will issue you with an MOT reminder in advance to prompt you to complete this, as it is your responsibility to ensure the car has a valid MOT certificate. Please do not allow the car to be used without a current certificate.

How do I book my vehicle in for a service or MOT?

To book a service or MOT choose one of the following options:

Book your service/MOT online*
Call the Arval team on 0345 266 5163 (option 2) We are open between the hours of 9:00am and 5:15pm Monday- Friday (Excluding bank holidays). We will locate your nearest Serving Garage at a date convenient to you.

* A few things to make you aware of if you book online: please do not use this web link for tyres and glass enquires. Instead, contact us on 0345 266 5163 (option 1) for Assistance.There is an agreed service level with our Dealerships of 10 working days for courtesy vehicles or delivery and collection for routine maintenance and service (subject to garage availability). The delivery calendar presented in this tool is populated by the supplying dealer - please use the dates provided as a guide only.

What should I do if I experience an issue with my vehicle?

If you are experiencing any technical issues with your vehicle i.e. warning lights, start up issues, concerns around warranty, please contact your Customer Service Team and select the relevant option. This will direct you to our Technical Team who can assist with next steps.

Why Ad Blue?

Improving air quality is high on the political agenda. From September 2015, when the EU’s Euro 6 emissions legislation came into effect, the majority of new diesel cars and LCVs will feature technology called Selective Catalytic Reduction (SCR). This uses a liquid called Ad Blue to help reduce harmful nitrogen oxide (NOx) emissions from the exhaust.

Does my vehicle need Ad Blue?

Check your vehicle handbook for further details

What is Ad Blue?

Ad Blue is a non-toxic, non flammable, biodegradable additive that is 32.5% high purity urea, mixed with 67.5% ionised water.

What do I need to know about Ad Blue?

Ad Blue is stored in a tank within a vehicle that will typically hold between 18-30 litres of fluid.Tank locations and capacity differ between makes and models and, as with fuel, the Ad Blue range is also affected by driving style and vehicle loading. Ad Blue will be needed to react with 100 litres of diesel.
Each vehicle’s Ad Blue tank will typically be filled during routine servicing but top-ups might also be required. If this is the case, Arval recommends visiting your local dealer or an approved Service Centre where it can be filled for you. Also, Ad Blue is available at most UK filling stations and motor factors. You can also refer to your vehicle handbook for specific guidance.

Are there any safety worries in handling Ad Blue?

Ad Blue belongs to the lowest water pollution hazard category and is nontoxic, non-flammable and biodegradable. Drivers do not need to wear masks or protective clothing but Ad Blue is a skin irritant and a corrosive liquid that can cause injury if it touches the skin, eyes or respiratory organs, so gloves are recommended. It will also corrode many metals such as aluminium alloys, copper, bronze and iron, and therefore represents instant destruction for electrical components if it is spilt on them.
Potential pollution to surface and groundwater is also an issue, so appropriate precautions must be taken when storing or dispensing it. Drain interceptors will not prevent it entering watercourses as, unlike oil, it mixes with water. If left puddled on concrete for long periods it may cause problems too, so equipment to absorb spills needs to be readily available at the point of storage.
Ad Blue also freezes at -11 degrees centigrade based on the high water content, so issues may arise in very cold operating conditions.

What is a Diesel Particulate Filter?

Most modern diesel vehicles are fitted with a Diesel Particulate Filter (DPF) which removes harmful soot from the exhaust gases before they enter the atmosphere.

How does the Diesel Particulate Filter work?

The DPF traps soot particles (particulates) that are produced in the exhaust gas. The DPF continues to do this until a predetermined level is reached. At this point it will promptly clean itself by heating up and burning off the accumulated soot particles. This process is known as DPF Regeneration.

How will the Diesel Particulate Filter affect me?

In order to carry out the regeneration, the DPF needs to reach and maintain a higher exhaust temperature than normal. Under most conditions, your car can do this unaided. However, in some circumstances, it can’t reach the required temperature (usually due to frequent short journeys or stop start driving), in which case the driver is normally alerted by a warning light and/or a message appearing in the instrument panel, depending on the make and model of the vehicle.

What should I do if the warning light comes on?

Firstly, do not ignore it. If the light has come on, it does not necessarily mean there is a fault. It’s simply telling you that the Diesel Particulate Filter on your car needs help in carrying out the DPF Regeneration. To do this, you need to drive in a particular way to increase the exhaust temperature. Please refer to the driver handbook or contact your local dealer for specific guidelines relevant to the make and model of your vehicle.

Why is it important to take action?

If the DPF is unable to regenerate you may experience a reduction in power and in the worst case scenario, you could end up with a complete DPF blockage. If this happens, the only way to remove the particles is to take the filter out of the vehicle and have it professionally cleaned or replace the filter altogether. This is likely to be an extremely expensive exercise, as replacement DPF units can cost thousands of pounds.

Who provides breakdown cover for my lease car?

The breakdown cover for your car is provided by the Automobile Association (AA). If you need breakdown assistance please call 0370 600 4499.

What is not included under Arval Total Care?

We are not providing personal injury cover for the driver, however any Third Party passengers would be included within the policy. In the event of a non-fault incident, we will be able to facilitate any injury claims incurred to the driver or any passengers as part of the loss recovery process via the third party insurer.Personal belongings are not included with Arval Total Care.

Am I covered for business travel?

Yes, your Arval Total Care package covers you for both Business and Personal use of your leased car. You are not restricted to the types of journey you make, subject to trade usage criteria detailed in your Personal Leasing agreement.

What do we mean by incident?

Incident means an event or accident resulting in damage, loss or theft of the Arval Total Care car or damage to third party property or personal injury/death of a third party.

What is a customer incident charge (CIC)?

In the event of an incident where it is considered that you are “at fault”, you will be required to pay the CIC. This includes any claim where we are unable to recover costs from a third party. The CIC varies depending on the number of “at fault” incidents for the car.
We have an escalating CIC dependent on the number of “at fault” incidents incurred during the Personal Leasing agreement term. This is designed to maintain a fixed monthly rental for the duration of your Personal Leasing agreement. It is necessary to levy a higher incident charge when there have been multiple incidents during the Personal Leasing agreement term. The CIC is a contribution to the losses incurred by us as a result of the incident. If the repair costs are less than the CIC, then we will only charge you the cost of the repair. class=""> example-costs

Can you provide me with a ‘no claims letter’ at the end of my Personal Leasing agreement?

We can provide a driver history letter which will detail the number of years ‘claim free’ for the driver for the duration of the lease, this will be available upon request. We cannot guarantee all insurance companies will accept the documentation we provide.

Where can I find reliable and impartial information about EVs?

There are a number of websites providing a huge amount of essential informationand guidance on choosing and running an EV:

www.goultralow.com is a joint campaign between government and the carindustry to provide all the facts and information you need to make an informeddecision about switching to an EV
www.ev-database.org is an independent website providing comprehensiveinformation and data on every EV available including both real-world andofficial data
www.zap-map.com is the UK’s leading charging point website providing bothan interactive charge point but also supporting information on charging andEVs

What is the range of an EV?

The electric range of an EV varies by make and model with published WLTP figuresstarting around 120 miles but going up to more than 350 miles.
However, it is important to remember that the actual range achieved during real-lifedriving is likely to be different to the published WLTP range and so carefulconsideration needs to be given to the specific model chosen.
If you are able to complete your regular journeys on a single charge then the modelchosen should be suitable for you. However, this does not mean that other models(with a lower range capability) are unsuitable but just that a bit more planning will berequired.

What factors affect the real-life range?

Like any car, personal driving style, speed, load weight, the weather, driving conditions and the terrain will affect the efficiency of the car. However, the temperature has a big impact on battery efficiency affecting the range, battery regeneration whilst driving and charging speeds.
The level of regenerative braking will also affect the range, long steady motorway journeys which have less opportunity for braking / slowing down benefit less.
Manufacturer websites often provide ‘range calculators’ to help drivers understand the variance in battery / range performance.
The website www.ev-database.org is also a good independent source of model information including typical real-life ranges in different conditions

What is regenerative braking?

Regenerative braking is a system in which the electric motor that normally drives anEV essentially operates in reverse (electrically) during braking or slowing down. Instead of consuming energy from the battery to propel the vehicle, the motor acts as a generator that charges the battery with electrical energy that would normally be lostas heat through traditional mechanical friction brakes. Most EVs also have the ability to adjust the level of regenerative braking which will have an impact on the range achieved.

How long does it take to charge an EV?

The time it takes to charge an EV depends on the speed of the charging unit and thesize of the battery (or how much electricity is required) and the capability of the on-board charger in the car (which does vary by model)
The car will only draw power as fast as the on-board charger allows even ifthe charge unit is capable of delivering more power
• A slow charge (from a domestic 3-pin socket) will only provide about 2.5kW
• A fast charge unit (both home and public) is typically about 7kW
• A home fast charge unit will fully charge a 50kWh battery in around 8 hourswhich would usually be done overnight
• A rapid charge unit is typically 50kW whereas a Super or Ultra charger can be from100kW to 350kW
These are found at most motorway service stations but are also appearing inretail location carparks. Only one car can charge at a time even if there ismore than one connector available on the unit
• A typical rapid charge unit would charge a 50kWh battery to 80% in about 50minutes
Estimated charge times for a selection of models based on different charge units areshown in the table below:

Model: Audi e-tron Battery(kWh): 95 Range-miles (WLTP): 277 Slow (0-100%): 44h Fast (0-100%):14h Rapid (10-80%):76min
Model: BMW i3 Battery(kWh): 42 Range-miles (WLTP): 193 Slow (0-100%): 19h Fast (0-100%): 6h Rapid (10-80%): 36min
Model: DS3 cross back e-tense Battery(kWh): 50 Range-miles (WLTP): 199 Slow (0-100%): 24h Fast (0-100%): 8h Rapid (10-80%): 53min
Model: Hyundai Kona Battery(kWh): 67 Range-miles (WLTP): 298 Slow (0-100%): 33h Fast (0-100%): 10h Rapid (10-80%): 63min
Model: Kia e-Niro Battery(kWh): 67 Range-miles (WLTP): 283 Slow (0-100%): 33h Fast (0-100%): 10hRapid (10-80%): 63min
Model: Jaguar i-Pace Battery(kWh): 90 Range-miles (WLTP): 292 Slow (0-100%): 43h Fast (0-100%): 13h Rapid (10-80%): 75min
Model: Mercedes EQC Battery(kWh): 85 Range-miles (WLTP): 259 Slow (0-100%): 41h Fast (0-100%): 13h Rapid (10-80%): 75min
Model: MINI electric Battery(kWh): 33 Range-miles (WLTP): 145 Slow (0-100%): 15h Fast (0-100%): 5h Rapid (10-80%): 28min
Model: Mercedes EQC Battery(kWh): 85 Range-miles (WLTP): 259 Slow (0-100%): 41h Fast (0-100%): 13h Rapid (10-80%): 75min
Model: Nissan Leaf e+ Battery(kWh): 62 Range-miles (WLTP): 239 Slow (0-100%): 29h Fast (0-100%): 10h Rapid (10-80%): 62min
Model: Peugeot e-208 Battery(kWh): 50 Range-miles (WLTP): 211 Slow (0-100%): 24h Fast (0-100%): 8h Rapid (10-80%): 53min
Model: Renault Zoe ZE50Battery(kWh): 50 Range-miles (WLTP): 245 Slow (0-100%): 27h Fast (0-100%): 9h Rapid (10-80%): 56min
Model: Tesla Model 3 Battery(kWh): 75 Range-miles (WLTP): 348 Slow (0-100%): 37h Fast (0-100%): 12h Rapid (10-80%): 75min
Model: Vauxhall Corsa-e Battery(kWh): 50 Range-miles (WLTP): 205 Slow (0-100%): 24h Fast (0-100%): 8h Rapid (10-80%): 53min

Why do rapid charge times only go to 80% of the battery?

The speed at which a battery can charge slows down the more it ‘fills up’. This effect is less noticeable, in terms of charging times, when using a slower charge unit however it is much more significant from a rapid charger. The benefits of using a rapid charger are essentially lost once the battery reachesabout 80% capacity and the additional time to charge the remaining 20% isdisproportionally long compared to the 80%.
Rapid charge time figures are therefore always quoted ‘up to 80%’ partly from amanufacturers marketing message perspective but also from a practical one

How much does it cost to charge an EV at home?

The cost to charge an EV depends on your electricity tariff and the amount of electricity (kWh) that is used.
A domestic tariff is approximately £0.34 / kWh and so a car with a 50kWh battery would cost about £17.00 to fully charge the battery, whereas a car with a battery in the region of 80kWh would cost more like £27.20
Energy suppliers are increasingly offering off-peak tariffs to encourage EV drivers to charge up at different times of the day particularly late at night. These rates can be as low as £0.12/kWh between 00:30 - 04:30 every night.

How much does it cost to charge an EV using the public infrastructure?

The cost to charge your EV using the public infrastructure will depend on the networkprovider, the location and the type of charge point.

The faster the charger, the more the electricity is likely to cost
Premium locations, such as motorway services, are likely to cost more
Public charging is generally more expensive than charging at home

Most charging networks can be accessed on a Pay-as-you-go basis usually throughthe individual network App or increasingly via a contactless payment facility
• All new rapid and super/ultra-chargers in the UK are now required to acceptcontactless payments. Many of the existing Rapid chargers are also beingretro-fitted with contactless technology as well
Some networks also have a subscription based model which gives you free orsubsidised electricity at their locations
• The BPChargemaster Polar network is the largest of these
The cost to charge can vary significantly by charger / network and whilst mostcharge based on a pence per kWh some may charge a flat fee based on time
• Unlike traditional fuel stations, the charging costs for every charge unit areavailable online / via Apps and so with careful planning, you should not haveany ‘nasty’ surprises!

How many public charge points are there?

There are more than 11,000 public charging locations across the UK with nearly18,000 charge units. These are also growing by approximately 500 units a month. Approximately 20% of these locations have Rapid chargers

How can I find public charge points or plan my journey?

Longer journeys in an EV beyond the range of your car will require someplanning to ensure that you have no charging problems on route. Understandingwhat the realistic range is particularly taking into consideration the weather andtype of driving is very important to this. There are a number of Web and App based resources to help you plan yourjourney both in the UK and for driving across Europe:
• ‘Zap-Map’ not only provides a significant amount of general informationabout EVs but also maintains a comprehensive and interactive map of allpublic infrastructure. There is also a journey planning facility with anumber of filters, such as by charger network, to tailor your chargingneeds.
• ‘WattsUp!’ is a dedicated UK EV route-planning App that calculates aroute in real time for your specific EV model and shows the liveoperational status of chargers on the route. It also has a ‘low charge’feature to show the location of the nearest rapid chargers
• ‘A Better Route Planner’ is an international EV route-planning Web andApp based tool. Again tailored to your specific EV, it will allow you to setcharging stops as way points on the route and will also calculate theapproximate cost of the charge and show you the expected level ofbattery charge at the end of the journey
• ‘Plugshare’ is an international community based Web and App route-planning tool tailored to your specific EV model. Drivers can also pay forcharging sessions directly from the Plugshare App at participatingnetworks (this is not common in the UK at present). Drivers can alsoshare their experiences and photos.
• Google maps also now shows charge point locations although there isminimal useful information beyond the type of charger and the networkprovider

Can someone unplug my car or steal my cable?

No. Whilst your car is charging (and whilst the car is still locked once charged up) thecable is interlocked with the car and the charge unit so it cannot be disconnectedfrom the car or the charge unit by anyone other than the driver / key holder

How much does it cost to run an EV?

Like any car, the cost per mile for an EV depends on how much the fuel (electricity)costs and the efficiency of the car. Assuming that your home electricity tariff is £0.34 per kW and you achieve about 3miles per kWh then your mileage will be approximately £0.11 per mile.
A higher electricity cost (from public chargers, particularly Rapid units) and a lower efficiency (larger, heavier cars will consume more energy per mile) then the cost permile will be higher. However, the tariff rate needs to be significantly higher (> £0.40 per kWh) for an EVto be costing more per mile than an equivalent petrol or diesel car

What happens if I run out of electricity or breakdown?

Just like a petrol or diesel car, an EV has a ‘fuel’ gauge or range indicator so thechances of you running out of charge are minimal or no more likely than if you werein a petrol or diesel car. As you near low battery levels the car will be alerting you to this fact with warningsigns and graphics on the dashboard and so this is less likely to go unnoticed. Many EVs will also be prompting you or will have the ability to direct you to thenearest charge point. In reality, EV drivers are much more aware of the battery capacity of their carcompared to drivers of petrol or diesel cars. If you do run out of electricity then you should treat this like any other breakdown andcall the roadside assistance number. The major breakdown recovery suppliers allnow provide services for EVs in the same way as conventional vehicles and theirmechanics are High Voltage Awareness trained. Some recovery vehicles are equipped with a power pack which will give an electricboost however it is perhaps more likely that you will get taken to the nearest chargingstation or to your destination. It is recommended that EVs are not towed as this cancause damage to the electric motors

Can I tow a caravan or trailer in an EV?

EVs can potentially tow things (trailers, caravans etc.) however this will obviouslynoticeably affect the range of the vehicle in the same way that the fuel consumptionwill increase on a petrol or diesel car. Battery packs are very heavy and so EVs weigh much more than the equivalentpetrol or diesel car which significantly limits any potential towing weight capacity. The additional weight can also overload the electrical system during brakingregeneration when slowing down or particularly when driving down a steep hill. However, not all EVs will have manufacturer type approval for towing and so youshould check this together with the weight capacity with the manufacturer prior toorder

Can dealer fit accessories such as roof bars be fitted to an EV?

Yes, most (if not all) EVs can be fitted with roof bars. However, like any car, roof bars and particularly roof boxes will significantly increasethe energy consumption and reduce the range. A roof rack on its own can reduce the fuel efficiency of a petrol or diesel car by up to10% and so you can expect the same impact in an EV. A roof box or carryingbicycles could reduce the range by up to 30%. Like for any car, roof bars and attachments should be removed when not required

How long do electric car batteries last?

New EVs typically come with a battery warranty of at least 8 years or up to 100,000miles, whichever comes first. Although there will be some slight battery capacity degradation over time, which willvary by make and model, it is expected that batteries will last for significantly longerthan the warranty period and mileage

What happens if I drive an EV through deep standing water?

The high voltage battery and electrical systems are fully sealed and so there is noadditional safety risk of an EV in deep or flood water. Unlike, petrol or diesel cars, EVs do not have an air intake and so the propulsionsystem isn’t impacted in same way as an engine is when immersed in water.However, normal precautions should always be taken when driving through standingwater in any car

What charging cables will I get with my new EV?

All EVs should come with two cables; a 3-pin charging cable that plug into a regulardomestic socket and a fast charge ‘Type 2’ charging cable that you would need for ahome charge unit and for accessing public charge points. It is recommended that whenever possible your EV is charged from a dedicatedcharge unit rather than a domestic socket, partly for convenience as it is up to 3xfaster but also from a potential safety perspective as domestic sockets are notdesigned to deliver such a large amount of power over extended periods. Using the 3-pin cable should be seen as a short term solution when visiting family orfriends or whilst you are waiting for your charge unit to be installed. You must never use an extension cable to connect your EV to a domestic socket

Do I have to fit a home charge unit?

It is recommended that, if you have off-street parking and you are able to, you shouldinstall a home charging unit. A home charge unit will typically be 3x faster than a domestic socket (which will makea significant difference when charging a 50kWh+ battery). It will also be much moreconvenient than using a socket that may well be in a garage inside the house. When investing in a charge unit, we recommend that you install the fastest onepossible (for most homes this will typically be approximately 7kW). The costdifference between this and a much slower unit (typically 3.5kW) is generallyrelatively low but the difference in charging times is significant (twice as fast)

I am unable to charge at home – can I still have an EV?

Yes, however running an EV will be that bit harder for you but not impossible. You will need to seriously consider your daily driving patterns, where you might beable to regularly charge and the types of charger available. If you are office based or are close to the office then you will have regular access forextended charging periods. You should also review your local charging options in car parks or supermarkets andconsider whether you can utilise them without any significant disruption to yournormal daily activities. You also need to bear in mind that public charging, in particular rapid and supercharging, is noticeably more expensive than home charging which will obviouslyimpact your mileage costs (although it will probably still be cheaper than your currentpetrol or diesel mileage costs). If you undertake regular business mileage then you need to consider whether theAdvisory Electric Rate (AER) will be sufficient to cover your electric costs

EVs are too expensive

Although EVs are typically currently more expensive than the equivalent conventionalvehicle, battery prices are steadily reducing which is improving this position. However, EVs are significantly cheaper to run and so the overall cost against theequivalent petrol or diesel car is much more comparable.

EVs are too slow or are sluggish

EVs will generally have better acceleration than the equivalent petrol or diesel cardue to the instant 100% torque that the electric motor generates

EVs only have a range of about 100 miles

The capability of EVs varies significantly by make and model; the average range ofnew models is in the region of 200 miles (roughly London to Manchester) with somehaving a range that is closer to 300 miles

EVs are not suitable for drivers who do high annual mileage

It is not the annual mileage that is important when considering an EV but the typicaldaily mileage requirements. The average range of new models is in the region of 200 miles with some having arange that is closer to 300 miles. 25,000 miles a year equates to approximately 500 miles per week (or a 100 miles perday) which is well within the capability of all EVs

There aren’t enough charge points

Most EV drivers will usually charge their car at home or work; however, public chargepoints are clearly important for longer journeys or for drivers who cannot charge athome. As at the end of 2019, there were more than 29,000 charge connectors spread overmore than 10,500 locations and this figure is steadily increasing every month.

EVs can’t go into a car wash or be charged in the rain

Whilst mixing water and electricity is not a good thing, EVs are perfectly safe in thecar wash and can be charged in all weathers

EVs are not safe

EVs have to complete the same crash testing as any other vehicle and so they arejust as safe. EVs also have a low centre of gravity as the heavy batteries areincorporated into the floor plan which means that they are less likely to roll in acollision

Will there be a variety of makes and body styles available?

Yes, we currently have a wide range of models on offer coveringvarious manufacturers, body styles, transmissions and fueltypes. The vehicles available will be regularly refreshed as newstock becomes available.

What condition will my vehicle be in?

The vehicles we offer have been inspected, and if necessary,refurbished. They are all in good condition but might haveminor areas of damage such as small scratches or scuffedallow wheels. Such minor damage is far from uncommon onused vehicles. All of the used vehicles we offer have been pricedaccordingly.

Is this available to business and private customers?

Yes, we offer Re-Lease as a Personal Contract Hire and aBusiness Contract Hire product.

What are the options for contract duration and mileage?

You can lease a vehicle for 12 or 24 months and you canselect an annual mileage of 5, 10, 15, 20 or 25 thousand milesper annum.

How many upfront payments do I have to pay?

You have the choice of paying 1, 3, 6 or 9 months up-frontpayments, which will affect your monthly rental. As anexample, if you take out a 24 month contract with 3 up-frontpayments and the monthly rental is £200, then you would pay£800 up-front followed by 23 installments of £200.

Which documents will I have to sign?

You will need to sign a contract, an order form, and complete a Direct Debit mandate with the preferred date you want the payment to be taken.

Is there a delivery charge?

Delivery is included at no extra charge for addresses in GB Mainland.

Will I have to pay Road Fund Licence (RFL)?

RFL is included in the monthly rental price and we will makesure that the vehicle is taxed for you.

How long will it take for me to receive my vehicle?

The process should take as little as 1 week from the point you confirm your order to deliver.

When will I start paying for my vehicle?

Your initial payment will be taken once we have been notified that you have accepted delivery of the vehicle.
This payment will be collected via Direct Debit on or around 10 working days after.
If you are unsure of the amount of your initial payment you can view on your quotation. You will then be charged monthly on the day you chose on the Direct Debit mandate.
Occasionally, there could be a delay with the delivery notification, this will mean your first two payments are in close proximity to each other, and in some cases there could be two payments in one month.

I have elected to take Arval’s optional maintenance policy. What is covered in this scheme?

*Arval has a Fair Play policy on car tyres. This means thatdamaged tyres will be replaced inside the maintenance budgeton cars. Replacements in the event of abuse, neglect, theft orvandalism will be recharged.

Van charges:Tyres replaced due to fair wear and tear will be charged insidethe maintenance budget. Damaged tyres on vans will berecharged as a percentage based on the tread remaining.

0.0 mm – 3.9 mm No Recharge
4.0 mm – 5.9 mm 25% Recharge
6.0 mm – 6.9 mm 50% Recharge
7.0 mm – 7.9 mm 75% Recharge
8.0 mm 100% Recharge

Am I covered by a warranty?

Because you are leasing a used vehicle, the manufacturer’s warranty may have expired, or could expire during the lease.We will give you details of this before you sign the contract.

Can I amend my contract terms?

If you wish to review your contract mileage as you mayexceed your allowance, or the contract Term, please contactyour Customer Services Team who will advise on the optionsavailable to you.

Is road fund licence included?

Road fund licence is included in your monthly rental payment, this means one less thing to worry about.

How does Arval administer penalty charge notices

When we receive a demand relating to the use of your lease vehicle, we will provide the Issuer making the demand with the name and address we hold on record for you. They will then contact you directly. Where you are entitled to a discount period, it will restart from the date the demand is re-issued to you by the Issuer. When this is not possible we will pay the fine on your behalf and recharge you.

Why does Arval provide my details?

Although your lease car is registered to us, you are the hirer. When you signed the Personal Leasing agreement at the start of your lease, you agreed, as the hirer, to accept all responsibility for liability. This includes taking all appropriate actions resulting from legislation for the payment of fines or penalties for parking, driving or similar offences or contraventions in connection with the car.

Who is liable for the charges?

Once Arval has transferred the fine or penalty notice charge to you, our responsibility for the fine or penalty notice charge ceases.

Will Arval provide a copy of the fine?

No, because we have asked the Issuer to transfer the fine or penalty charge notice to you. They will reissue the fine with the correct details to you directly. The timescales may vary depending on the Issuer.You might be able to view the fine or penalty charge notice online by visiting the Issuers website and entering the fine or penalty charge notice number.

Will Arval be able to provide evidence of the fine / charge occurring?

Arval is unable to provide evidence of the fine or penalty charge notice (for example photographs or CCTV). This will be provided by the Issuer upon reissue. The quickest way for you to see the evidence is to visit the Issuers website and enter the fine or penalty charge notice number.

How do I appeal the fine / charge?

You may be able to appeal your fine or penalty charge notice by following the Issuers process. Please make sure you have the evidence required to make the appeal. For more information on how to appeal, please visit the Issuers website and enter the penalty charge notice number.

What if I was not the driver?

If you do not believe you were driving the vehicle at the point the fine or penalty charge notice was incurred, you will need to inform the Issuer. You can do this by visiting the Issuers website and entering the fine or penalty charge notice number.If you were not the hirer of the vehicle at the time the fine or penalty charge notice was incurred, please contact your Customer Services Team.

I have received a Parking or Penalty Charge Notice Letter telling me that you have provided the Issuing Authority with my details, what should I do?

This means that we have received a Parking or Penalty Charge Notice for the car you are leasing with us. As the hirer, and consistent with your Personal Leasing agreement, we have written to the Issuing Authority to ask that the Parking or Penalty Charge Notice is transferred to you. The Issuing Authority will then send you the Parking or Penalty Charge Notice. Timescales for this may vary depending on the Issuing Authority. If you agree with the Parking or Penalty Charge Notice:

Wait for the Parking or Penalty Charge Notice to be reissued to you for payment. Instructions on how to pay will be explained on the back of the notice;

Using the letter or e-mail notification sent by us, visit the Issuing Authority’s website, enter the Parking or Penalty Charge Notice number and follow their instructions on how to pay online.

If you disagree with the Parking or Penalty Charge Notice and want to appeal:

Make sure you have the evidence required to appeal. Examples: include proof of pay and display ticket, hotel reservation e-mail or job sheet.
The quickest way to appeal is to visit the Issuing Authority’s website, enter the Parking or Penalty Charge Notice and follow the instructions.
Alternatively, you can write to the Issuing Authority and provide supporting evidence to appeal the Parking or Penalty Charge Notice.
If the Parking or Penalty Charge Notice is not in your name, please contact fines.team@arval.co.uk to request a third-party authorisation letter to send with your appeal. Once you have this you should make your appeal directly to the Issuing Authority.

Which Parking or Penalty Charge Notices does Arval pay on my behalf?

We cannot redirect some fines because the authorities do not allow us to. We will continue to pay these and invoice them through to you. These types of fines or penalty notice charges may include:

Congestion Charge
Some Bus Lane fines
Tolls – Humber Bridge, M50, eflow (applicable to motorways in Ireland) & Euro Parking Collection
Fines that relate to Railway Byelaws (parking at train stations)

Can I appeal a congestion charge penalty?

Yes. If you want to appeal visit the Transport for London website for details on appealing the congestion charge: www.tfl.gov.uk/roadusers/congestioncharging/.You can only appeal Transport for London charges within 28 days of the date of issue.

What documentation do I need to take my lease car out of the UK?

It’s a legal requirement to have the following documentation:

- An original VE103 Documentation
- Insurance Certificate
- Passport

We issue a VE103 document for all foreign travel which is an acceptable replacement for the registration document. There is a charge of £18 including VAT per certificate, which is valid for 1 year from the date of issue.
Please contact the Arval team on 0345 266 5163 (option 4) at least 14 days in advance of travel and provide details of your travel destination and dates and details of drivers and any additional drivers.

If I am abroad and I have problems with the car, do I receive any assistance?

Yes. Within the VE103 documentation we will provide contact details for the AA, who will then through their partner arrange the necessary assistance. For tyre issues when abroad, you would need to pay for the repairs yourself and then we would reimburse on receipt of the invoice.

In which countries is the maintenance service provided?

Details of the countries covered are provided in the VE103 documentation. Within this we will provide contact details for the AA, who will then through their partner arrange the necessary assistance. For tyre issues when abroad, you would need to pay for the repairs yourself and then we would reimburse on receipt of the invoice.

What should I do if I would like an additional car?

Please contact the Arval team by email at myaccountteam@arval.co.uk, who will be happy to help, taking you through the process.

Personalised (cherished) plates: Can I use a personalised (cherished) number plate?

You can choose to have a private plate on your Arval leased vehicle. Just contact your Customer Services team who will be able to help you with the completion of the certificate. At the end of the contract, if you want to retain the plate you will need to arrange this in advance of collection. We need a minimum of 6 weeks to liaise with the DVLA to process your request. The charges for this will be: Private plate going onto an Arval vehicle from a retention certificate £20 + VAT. Private plate being retained £80 + VAT (DVLA charge £80 for 10 years to retain a private plate) Private plate being transferred from one Arval vehicle to another, or from an Arval vehicle to the customers’ own vehicle £80 DVLA fee + £20 Arval admin fee

What is the process for returning the vehicle?

Six months before the end of the Personal Leasing agreement, we will contact you to discuss your options, and ensure that you understand how to organise the return of your car. The car will be collected without any additional cost at an agreed mainland UK address (England, Scotland, Wales and Isle of Wight). For any other UK locations, an additional collection fee will be charged.

If my car is damaged, do I have to repair it before is collected?

If the car is returned and the damage has not been repaired Fair Wear & Tear charges will apply.
More details and a guide to returning your car can be found on our Fair Wear & Tear Guidelines.

When do I stop paying for a car which is at the end of its Personal Leasing agreement?

You are responsible for making monthly lease payments from the point the car is delivered until it is returned.If the car invoice has been issued for the final payment, the car can be collected and will be treated as a normal termination. No rentals will be credited.If the car is returned after the Personal Leasing agreement end date, we will revert to billing in arrears at the end of the Personal Leasing agreement and continue until the car is collected by our authorised supplier. Pro-rata billing will apply for the final month.
We will organise for the collection of the car 5 working days (Monday to Friday) after you tell us it is available and you no longer need it. We won't automatically collect the car on the last day of its Personal Leasing agreement, so it is really important that you contact us promptly to arrange this.
The car will be collected without any additional cost at an agreed mainland UK address (England, Scotland, Wales and Isle of Wight). For any other UK locations, an additional collection fee will be charged.

Excess mileage: What happens if I exceed my contracted mileage?

When you return your car, you will be charged at a pence per mile for any miles driven that exceeds the agreed total mileage.
Any charges will be billed within 7 days from the date of your car collection.
If a car is returned before the Personal Leasing agreement Term, we may also charge for any excess mileage on the car. This will be calculated on a pro-rata’d basis by looking at the daily mileage allowance multiplied by the total number of days the car has been in service with us.

When do I stop paying for a vehicle which is at the end of its contract?

You are responsible for making rental payments from the point the vehicle is delivered until it is returned. If the vehicle invoice has been issued for the final payment, the vehicle can be collected and will be treated as a normal termination. No rentals will be credited. If the vehicle is returned after the contract end date, the rental invoices will revert to billing in arrears at the end of the contract and continue until the vehicle is collected by our authorised supplier. Pro-rata billing will apply for the final month. We will organise for the collection of the vehicle 3 working days after you tell us it is available and you no longer need it. We won't automatically collect the vehicle on the last day of its contract.

Why is VAT not included in a fair wear and tear invoice?

The charge is treated as compensation because we do not undertake the repair and therefore the charges are exempt from VAT. This charge is to compensate us for the damage caused to our vehicle and the impact of this on its value. This is standard industry practice. To avoid these costs at the end of the lease, you can have the damage repaired before the vehicle is returned to us. More details and a guide to returning your vehicle can be found on our BVRLA Guidelines page.

Can I purchase my vehicle at the end of the contract?

The Personal Leasing agreement with us does not include an opportunity for you to purchase the car at the end of the Personal Leasing term.

When will I start paying for my vehicle ?

Your initial payment will be taken once we have been notified that you have accepted delivery of the vehicle. This payment will be collected via direct debit on or around 10 working days after. If you are unsure of the amount of your initial payment you can view this on page one of your contract.
You will then be charged monthly on the day you chose on the Direct Debit mandate.
Occasionally there could be a delay with the delivery notification. This will mean, you may find that your first two payments are in close proximity to each other, and in some cases there could be two payments in one month.
This would only occur in the first month and all following payments would be monthly as described above.

Will I receive a paper invoice?

No. You can view the regular amount you need to pay on page one of your contract.
The only time we will get in touch, is in advance of any additional charges, such as a parking fine or maintenance charge.

Why have you started charging me for a vehicle that wasn't on last months invoice?

You are responsible for paying rentals from the point the vehicle is delivered until it is returned to us. You must contact us prior to the end of the lease term to organise the collection of the vehicle and termination of the lease.
During the contract life we will charge you for the vehicle in advance. However, if the vehicle is still with you for a few days after the return date, we will bill you in arrears on a pro-rata basis for the number of days you had the vehicle.

Why has my monthly rental changed after my contract ended?

It is your responsibility to return the vehicle at the end of your contract. If your vehicle has not been returned as required, then your monthly payment will reset to the actual true monthly rental.
You will be aware that when you first entered into your contract, you made an initial payment which was applied across the term of your contract. This initial payment adjusted the amount you actually paid each month. At the end of the contract that initial payment has effectively been used up and so any payments after that will be for the actual monthly rental.Please contact your account team as soon as possible to arrange for your vehicle to be collected

How will I be notified of non-standard charges for example a parking fine?

Any charges which are not the monthly rental for your vehicle will be issued on a vehicle services invoice and this will either be posted to you or available online with an email notification

I have a complaint - how do I raise complaint?

We are committed to providing products and services of the very highest standards. If you think that we haven’t lived up to your expectations in any way, we would like to know so we can put things right for you.

In order to do this, we need from you some information such as your personal and company information, details of your complaint, what would be your desired outcome.

We will be in touch with you as soon as possible to let you know what will happen next, we will investigate your complaint objectively and fairly and we will be in touch to let you know the outcome.

We will do all we can to resolve your complaint within 24 hours from receipt, however, if we are unable to do this, we will contact you within 5 working days to both acknowledge and update you on the progress of your complaint, and also let you know when you can expect a proposed solution.

When we have dealt with your complaint, we will see what we can learn from your experience and feedback in order to continuously improve.

Please visit our raise a complaint page for all details on how you can complain.