Faulty Vehicle

Sometimes vehicles can develop faults throughout their lifetime. We have processes in place to help support and resolve the problem in a timely manner. Please see the section below to help guide you during this time.

All of our ‘new’ vehicles come with a manufacture warranty that is a guarantee provided by the manufacturer that contractually obliges them to make certain repairs to your car should it go wrong within the stated period. If your vehicle should develop a fault whilst still within the warranty period you should not be subject to any costs to fix the fault.

Your vehicle may not be covered under warranty for wear and tear items such as tyres and wheels, brake linings, disc pads or outside of the manufacturer warranty. In addition, your warranty may be invalid if you have missed your serviced schedules, or have caused damage due to your driving style including neglect or misuse. If you are unsure if your vehicle is still within its warranty period or not sure if the repair would be covered, please contact Driver Desk Team on 0370 600 4499 who will discuss the options that are available to you.

If your vehicle develops a fault while it is still within its warranty period, then the best thing to do is call the Arval Driver Desk Team on 0370 600 4499 and speak to one of our friendly agents who will arrange for your vehicle to be booked into your local dealership for the fault to be investigated. Alternatively you can do this online by clicking here 

Most manufacturers will offer you a courtesy vehicle while the investigation and repairs are carried out, but this will depend on availability and you may not be offered a like for like replacement whilst your vehicle is off the road. You may be asked to provide a copy of your driving licence, deposit and it is worth noting that some manufactures also have an age restriction.

I am an individual with a lease agreement –

If you experience the same fault or if a new fault occurs which has resulted in frequent and inconvenient trips to the garage to sort the issue out, then you may want to understand your rights under the Consumer Rights Act.

The Consumer Rights Act came into effect on the 1st October 2015. The new Act was brought in to simplify, strengthen and modernise the law, giving consumers clearer rights. The Consumer Rights Act states that all vehicles need to meet three standards:

• Satisfactory Quality - Vehicles shouldn’t be faulty or damaged when delivered to or collected by a customer.
• Fit for Purpose - The vehicle should be fit for the purpose they are supplied for, as well as any specific purpose you made known before you signed your lease agreement.
• As described - The vehicle supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

It is important to notify us as early as possible to ensure we can resolve your issues as soon as possible.

In order to capture all required information and to ensure a smooth review of your case, we would recommend you complete our online form here. You will be provided with a reference number for your enquiry and you can expect a call from a member of the team to discuss your case. 

If you would prefer to talk to someone in person, please call 0345 266 5228.  You will need to provide as much information as possible on the fault or issue for example the date the fault occurred, breakdown events, any warning lights that have appeared, any unusual noises and the location of the vehicle. So please make sure you have this all to hand before you make your call.

You will receive an acknowledgement from us that your complaint has been received and you will be given a complaint reference number. Please quote this reference number if you need to make contact with us. We will do all we can to resolve your complaint in a timely manner and you can expect to receive regular updates on the progress of your complaint.