Money Worries - Customer Support


Money worries can take many forms and we understand how stressful they can be. Whether it’s a problem with your direct debit, concerns about debt or missing payments, or managing somebody else’s finances due to ill health or bereavement - we’re here to listen, and we’re here to help.


Our commitment to you:

We’ll be fair and listen to your individual circumstances.
We’ll highlight and discuss possible payment issues as soon as possible.
We’ll give you reasonable time to pay back anything you might owe.
We’ll do everything possible to help you keep enjoying your vehicle.




If you’re struggling with debt, or need advice or information about budgeting and managing your money, there are a number of organisations who can offer free, independent support.




Money Helper

For advice, support and tools to help with budgeting, debt, benefits, savings and pensions. Visit their website or call 0800 138 7777 (Mon-Fri, 8am-6pm).

Find out more



Step Change

For free, expert debt advice to help people deal with debt problems, and get their lives back on track. Visit their website or call 0800 138 1111 (Mon-Fri, 8am-8pm; Sat, 9am-2pm).

Find out more



Citizens Advice

For information and support across a range of topics including managing your money, debt and consumer rights.
Visit their website or call 0800 144 8848 (Mon-Fri, 9am-5pm).

Find out more



The Money Charity

For education, information, advice and guidance about managing your money well.
Visit their website or call 0207 062 8933.

Find out more




For advice and support on coping with financial worries.
Visit their website or contact your GP, or NHS 111.

Find out more



Financial Condut Authority

For information and advice on dealing with the financial impact of rising costs of living.
Visit their website or call 0800 111 6768 (Mon-Fri, 8am-6pm. Sat, 9am-1pm).

Find out more


If you’re worried about your payments, we’re here to explain your options and help you find a way forward so you can keep enjoying your vehicle. It is important that you let us know at the earliest opportunity by contacting our friendly team on 0345 266 5241 or

We’ve also pulled together our most commonly asked questions to help provide the answers and reassurance you need.


Payment questions

Find out more about payments, invoicing, or problems with your Direct Debit here.



I’m worried about making future payments, what are my options?

We understand that things can change during a vehicle lease, and we’ll do everything we can to help you. We'll work with you to understand the best approach for your individual circumstances, but options could include:

  • A payment plan
  • Returning your vehicle early
  • Changes to your contracted mileage
  • Support from a debt advice provider

We'd recommend reaching out to us as soon as possible, so we can explain all the options available. You can contact us on 0345 266 5241 from 9am to 5.15pm, Monday to Friday.

Will I lose my vehicle if I don’t pay?

We work hard with all of our customers to understand their situation and come up with a plan that works for everyone. Repossessing the vehicle would be a last resort, if we don't hear from you. So if you're struggling to make your payments, please talk to us. The sooner you get in touch, the better. Call our friendly team on 0345 266 5241 and we'll do everything we can to support you.

I recently got independent financial advice from a debt advice provider, to help improve my circumstances - what should I do now?

You've taken a positive step and should now have some guidance to help you get your finances back on track. Please contact us on 0345 266 5241 or and we’ll support you through the next steps.

I am entering into an Individual Voluntary Arrangement or being declared bankrupt - what do I need to do?

We understand this could be a challenging time for you and we’ll do everything we can to help. Please ask your appointed Insolvency Practitioner or official receiver to email so we can update your account.


What is a payment plan?

A payment plan is a temporary arrangement where you agree to pay a certain amount of money over a defined period, to settle an outstanding balance. These are usually put in place to help a customer repay deferred payments during a payment break, or to repay a debt they can’t afford to settle in one go.

Will my credit rating be affected if I take out a payment plan?

Missed or unpaid monthly rentals are likely to have a negative impact on your credit rating. Payment plans set up to repay any monthly rental arrears will be reported to credit reference agencies and may affect your credit rating, but are designed to help get your payments up to date.

Payment plans for any other amounts owed (such as early termination charges) will not impact your credit rating, as long as you stick to the arrangements and contact us if your circumstances change.

Can I make changes to a payment plan?

Yes, we understand that circumstances change. Please call us on 0345 266 5241 and we can look at adjusting your payment schedule.


Is my payment plan in addition to any future invoices?

Yes. These payments will need to be made in addition to any future invoices raised on your account. If you pay by Direct Debit, future invoices will be collected that way.


What happens if I miss a payment on my payment plan?

If you are struggling to keep up with your payment plan or think you might miss a payment, please call us as soon as possible on 0345 266 5241. We will work with you to review the arrangement and try to find an affordable solution.

If you miss a payment on your payment plan and we cannot make contact with you to find a solution, this could have a negative impact on your credit rating and cause the payment plan to fail. If multiple payments are missed, this may lead to your account being placed in default which could result in the vehicle being repossessed, so it’s important to get in touch as soon as possible if you’re worried about meeting your payments.


The agreement holder has passed away - what do I need to do?

We are sincerely sorry for your loss. Please email with a copy of the original death certificate, along with a covering letter confirming:

  • The name of the agreement holder
  • The vehicle registration
  • Executor’s details (including the relationship to the agreement holder).

If you need help with this, please contact our friendly team on 0370 419 7000.


I’ve received a communication saying my vehicle is going to be repossessed - what happens now?

If your vehicle has been referred for repossession, you will receive a notification from Arval. From this point on, we work closely with our Vehicle Recovery Partner who manages the collection on our behalf. They will contact you to arrange collection, inspect the vehicle and return it to us. We will only repossess a vehicle as a last resort.

My vehicle has been repossessed but I left personal possessions inside - what should I do?

Please call our team on 0345 266 5241, and we’ll do our best to locate your items.



My business is insolvent and I want to novate/transfer the existing agreement to another party - what should I do?

A transfer of contract means a new party takes on the vehicle agreement and all future monthly payments (everything else stays the same). It’s not always possible to complete a novation through insolvency because it depends on the insolvency procedure being followed. Please note that we can’t accept novation requests for liquidations or for companies that have been dissolved.

All vehicle contracts must have at least 6 months of term remaining. If there is more than 6 months remaining, and the insolvency procedure may be eligible for novation, a Business Director (as listed on Companies House) should contact your Arval representative. If there are less than 6 months remaining and/or the insolvency procedure is not eligible for novation, the vehicle(s) will need to be collected and returned to Arval. Your Insolvency Practitioner will need to email to inform us of the novation request at the point of insolvency notification.

Once we have the relevant information, we’ll complete appropriate checks, send over paperwork for the new and existing agreement holders to complete, and ensure any outstanding account balances are settled before we complete the transfer.

My business has been granted a Moratorium - what should I do?

Your Insolvency Practitioner (acting as monitor) needs to email a copy of the Moratorium to Please include the date the moratorium was granted, and any changes to the end date.