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Raising a complaint

RAISING A COMPLAINT

We’re committed to providing products and services of the very highest standards and customer satisfaction is incredibly important to us.

If we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you. So that we can investigate your complaint, we’ll need the following information:

Your personal information (and company information for business customers)

Full details of the complaint

Your desired outcome

The complaints process

Once we’ve received your complaint, we’ll investigate it objectively and fairly, and let you know the outcome.

We aim to resolve complaints within 5 working days of receipt. If we’re unable to do this, we’ll contact you to update you and let you know when you can expect a proposed solution. At the end of the process, we’ll use your experience to help us continuously improve the service we provide.

How to complain

There are several ways to make a complaint to Arval:

Complete the web form below

Complete the form

Call us

on 0370 419 7000

Mon-Fri, 9am-5.15pm

Email us

at arvaluksme.complaints@arval.co.uk

Remember to include your personal and company information, details of your complaint and your desired outcome

Write to

Arval UK Complaints

Whitehill House, Windmill Hill Business Park, Whitehill Way, Swindon, SN5 6PE (remember to include your personal and company information, details of your complaint and your desired outcome)

In person at one of our offices

Arval UK
Whitehill House, Windmill Hill Business Park, Whitehill Way, Swindon, SN5 6PE

Arval UK
Dovecote House, Old Hall Rd, Sale, M33 2GS

Arval UK
Chadwick House, Warwick Road, Solihull, B91 2AA

The Financial Ombudsman Service

If we are unable to provide you with a final response within 8 weeks of raising the complaint, or if you are dissatisfied with our final response, you may be able to ask the Financial Ombudsman Service (FOS) to complete an independent review.

If you are eligible to raise a complaint with the FOS we will provide further information in our final response letter to you, or if we have not resolved your complaint within 8 weeks. Please note that The FOS can only consider your complaint after you've tried to resolve it with us.

You can contact the FOS in the following ways:

For more information, please see Arval’s Complaints Publication Summary.

Raise a Complaint Form

If your complaint is relating to an invoice please provide the invoice number. If your complaint is relating to a technical issue with your vehicle and you have a ‘customer maintained contract’ please confirm the following: Is your vehicle currently in the garage or has a booking been arranged?  If not please arrange for the vehicle to be booked in and confirm the details of the Dealer and the booking date. Evidence of the problems experienced. Repair history (including dates, mileages and supplier information). Service history if applicable. Evidence of any independent inspections.

Need more help?

Phone
By Phone: 
0370 600 4499
Contact our friendly customer service team.
Email