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Raising a Complaint

Home > Raising a Complaint

At Arval we are committed to providing services of very high standard.

If you feel we haven’t lived up to your expectations in any way, we’d like to know so that we can put things right for you.

In order to do this, please could you tell us:

  • Your personal and company information
  • Provide us with details of the complaint
  • What would be your desired outcome

We will then do the following with your complaint:

  • We will be in touch with you in 48 hours to let you know what will happen next
  • We will investigate your complaint objectively and fairly
  • We will be in touch to let you know the outcome
  • When we have dealt with your complaint, we will see what we can learn from your experience in order to continuously improve our services

How we will resolve  your complaint?

We will do all we can to resolve your complaint within 5 days of receipt, but if we are unable to do this, we will contact you within that time to both acknowledge and update you on the progress of your complaint.

The Financial Ombudsman Service:

If you’re a regulated customer and we have not issued our final response within 8 weeks from the date you first raised the complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service (FOS) for an independent review. The FOS will only consider your complaint once you have tried to resolve it with us, so please contact us in the first instance and we will do all we can to help.

You can contact the Financial Ombudsman Service through one of the following ways:

How do I raise a complaint?:

We’ve made it easy for you to raise your complaint, by completing the below information, in order that we can investigate and resolve your complaint.

You can view our Complaints Publication Summary here.

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.