During Your Contract

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Frequently Asked Questions

For questions relating to invoicing, replacement glass, fines, fees, amending your contract terms or details and more, please see our During Your Contract FAQ below.

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Why have I been charged for replacement glass?

The cost of replacement glass is not included in your rental.
If you have contacted Arval regarding replacement glass, we will organise for our supplier to repair or replace your glass if necessary. This cost is then automatically billed on to you.

What do I do if I do not want Arval to arrange and invoice me for glass and require this to be managed by my insurance company?

Please contact Arval and advise us if you would not like us to undertake any glass repairs or replacement. Arval will then update its systems accordingly. Thereafter, to avoid confusion, we request that you encourage your drivers to contact your insurer directly for any glass replacement or repair.

Should I inform Arval of any changes in contact details?

To ensure that we are able to provide you with up to date information regarding your invoice or back up documents please ensure that you advise us of any change in address, contact details or email – please email this to myaccountteam@arval.co.uk

How does Arval administer Penalty charge notices?

When we receive a demand, which relates to the use of your leased vehicle, we will provide the party making the demand with the name and address that our records show. 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 from the issuing authority.

For more detailed information on the fine and penalty charge notices please click here

How will Arval notify me of a demand?

We will notify you, by email if we have a current email address, as soon as reasonably possible following receipt of the demand.

Please keep us up to date with your most current contact details. You can email us your new details at myaccountteam@arval.co.uk

What are your charges and fees?

In all cases, we will charge you a standard administration fee of £12.50 + VAT for the extra time and work involved in processing demands relating to your leased vehicle.

There are some charge types that we must continue to pay on your behalf and recharge to you. These include: Congestion charges, Humber Bridge Toll, E-Flow and the M50 Toll.

If you are a user of these you may opt for any of the following to ensure that we do not receive demands relating to your leased vehicle:

Congestion charges
Set up an auto pay account online via:
https://tfl.gov.uk/modes/driving/congestion-charge/auto-pay

Pay online the day of travel or by midnight the following charging day using
https://tfl.gov.uk/modes/driving/paying-the-congestion-charge-select-vehicle-26283

Humber Bridge, M50 and E-Flow tolls
Pre pay online using the following websites:

Humber Bridge Toll
http://www.humberbridge.co.uk/humbertag/faqs/payments.php

E-Flow & M50 Toll
https://www.eflow.ie/i-want-to/pay-a-toll/

Please note that Arval is not responsible for these websites and the links above may change without notice.

Travelling abroad: What documentation do I need to take my lease vehicle out of the UK?

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

  • An original VE103 Document
  • 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 £15 +VAT per certificate, which is valid for 1 year from the date of issue.

Please remember, we need 14 days’ notice prior to travel and would recommend 21 days' notice.

To request an overseas pack which includes the VE103 document, please call our Driver Contact Centre on 0370 600 4499 (option 4).
 

Accident/Write off: What should I do if I am involved in an accident?

If you take the Arval Accident Management service, please call us on 0370 600 4499, select option 1 and then choose option 2.

Our team will then guide you through the process.

Contract terms: Can I change my contract terms?

If you want to review your contract mileage or the contract term, please contact your Account Manager or the Customer Services Team who will take you through the options available to you.

Additional vehicles: What should I do if I would like an additional vehicle?

Please contact your Account Manager or the Customer Services Team who will be happy to help, taking you through the process.

What if I have extenuating circumstances and am unable to pay my lease charges for reasons like serious illness, redundancy, or I am unable to work?

Please don’t hesitate to contact the Customer Services Team who will be happy to help.

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

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.

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

Still need help?

Phone
By Phone: 
01793 887 000