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COVID-19: we know many of you have questions

COVID-19: we know many of you have questions

If you’ve already been in touch we’ve logged your enquiry and our teams are busy working to get back to you. 

Responding to enquiries is taking us longer than usual and measures to keep everyone safe means routine things like collections and deliveries are currently taking more time than they used to do. 

Please bear with us but while you wait, you might be able to find some of the answers to your questions below – otherwise, we’ll be in touch with you as soon as we can. Thank you for your patience. 


Why is it taking you so long to answer my enquiry?

We would like to ask for your patience, we are experiencing a large number of calls and emails, while the majority of our teams are still working from home.

Please bear with us and we will come back to you as soon as possible.

What is happening with vehicle collections?

Subject to Government guidelines, we are working as quickly as possible to collect your vehicles but this is taking longer than usual due to a backlog that built up during lockdown.

Additional safety measures to keep everyone safe are now operating, but they do mean that things take a little longer than usual. The safety measures mean:

  • Drivers are not able to use public transport to the same degree, so our suppliers have fitted out minibuses with Perspex screens to enable them to transport up to three drivers at a time
  • All inspections are done in a distanced way and keys are being placed into bags so no contact is made. In some instances we are inspecting and collecting separately
  • Where possible and safe for all parties, bulk vehicle collections are being scheduled

Please rest assured we are doing all we can, due to COVID-19 we are being mindful to prioritise urgent cases first. 

If you have been notified that your vehicle will be collected, it must be parked safely and legally (e.g. with a parking permit), and keys must be kept in a secure place.

We also need photographic evidence of the mileage via the odometer. Please then email your details, the mileage and photograph to vehiclereturn-operations@arval.co.uk. For urgent matters only, please call 0345 266 5287.

Alternatively, you can continue to use your vehicle; if the contract expiry date is reached we will extend it for you. Please follow our guidance if your MOT is either due to expire or has already expired. Arval will make sure that your vehicle is taxed, however you must ensure that your insurance remains in place unless you have taken an Arval Total Care package, as your vehicle has an insured lease.

If you wish to discuss this with a member of the team including payment details please email us at vehiclereturn-operations@arval.co.uk. If you need to speak to us urgently please call on 0345 266 5287 and we will speak to you as soon as we can.

What is happening with vehicle deliveries?

We know that you will be waiting to hear from us and keen to take delivery of your new vehicle.

Please bear with us; subject to Government guidelines we are working closely with our dealer network to get your vehicle to you as soon as possible.

A backlog of vehicle deliveries built up over the lockdown period, which we are working quickly to address and due to these unforeseeable circumstances, there may still be a delay to your latest estimated delivery date.

·         If your vehicle was due for delivery just before or during lockdown, it is likely that the dealer will be in touch soon to arrange delivery with you

·         If you have been given an expected delivery date, which is now getting very close, or has passed, you will receive a new date very soon

·         If you have emailed our team to enquire about cancelling your order, we are working through these emails systematically and we will respond as soon as possible.

The dealer will confirm arrangements to ensure everyone’s safety when your vehicle is delivered.

In the meantime, if you already have an Arval vehicle you can continue to use it until your new vehicle is delivered.

Can you collect and deliver a vehicle at the same time – Key4Key (K4K)?

Yes, if arranged in advance and where possible, we operate a system called Key4Key so that you can have your old vehicle collected and your new one delivered at the same time.  

Due to COVID-19 I won’t be driving as many miles, can I reduce my mileage?

To support you during COVID-19 we can amend your contract to reflect your reduced mileage. Please contact us and we will be happy to discuss your situation and provide you with a quote.

If you are on a payment break your contracted mileage will remain unchanged.

What is the situation with MOTs and the extension during lockdown?

The government confirmed that if your MOT expiry date falls on-or-after 30 March until 31 July 2020 for cars, motorcycles and light vans, it would be extended by six months. To explain how this extension works in practice the DVLA has provided the following example:

If your vehicle’s MOT was due to expire on 3 May 2020. This will automatically be extended to 3 November 2020. You will need to get your MOT by this date.

You can find out more on how the extension works on gov.uk.

If your vehicle’s MOT expires on or after 1 August 2020, your MOT certificate will not be extended. In this case, you must book an MOT as usual.

We would encourage you to speak with us first before trying to book an MOT, particularly while the extension is in place.

You still need to keep your vehicle in a roadworthy condition and ensure you start the engine on a regular basis. If you do carry out checks on your vehicle at home, we have created a road safety guide to help you.

My Arval contract includes tyres, servicing, repairs and accident management – what’s happening with these services?

As lockdown eases more is becoming possible, however limited services remain in place to help manage emergencies and keep customers mobile.

To book and discuss arrangements for routine servicing, repairs - including glass and MOTs – please call the Arval Contact Centre on 0370 600 4499. This team only deals with these matters – not financial payments.

Please bear with the contact centre team as we are experiencing an increased volume of enquiries. In line with Government guidelines, the majority of our staff are still working remotely and keeping critical vehicles mobile is a priority.

To help us manage call volumes we would like to ask if it’s not urgent, please leave it until things settle down. 

  • Tyre replacement providers are now largely open and replacements can be booked with ATS via the website to give the branch the best opportunity to manage the requests that they are experiencing
  • Accident management and breakdown processes remain the same at this time, depending on your contract arrangements

If you would like to carry out checks at home, we have a vehicle road safety guide to help.

I’m worried about my finances is any help available for me?

In these unprecedented times, we appreciate that COVID-19 may be having an impact on your financial situation.

If your income has been affected, we have a range of options to help you. This includes the option to defer making payments under your rental agreement, without being considered to be in arrears.

If you are experiencing any financial challenges, please email us so we can discuss your needs and the available options. Please include your name, registration number and telephone number – but do not include any financially sensitive information – and send it to paymentbreak@arval.co.uk.  Please do not amend or cancel your Direct Debit without talking to us first.

We will do our very best to get back to you as soon as we can with some options, however, because we are experiencing a very large number of emails and queries around this, we ask you to bear with us and we will come back to you as soon as possible.

The government has also provided increased support for businesses and individuals with the latest information available on gov.uk.

I’m on a payment break and I’ve received an invoice, will a payment be taken from my account?

No, although you have received an invoice a payment will not be deducted from your account during the payment break period. Our invoices are auto-generated and we have to issue them for VAT purposes.

As it is a payment break you will still need to pay the amount, but after the payment holiday, as part of your agreed payment terms. 

I can’t afford to pay for my vehicle, so can I end my contract?

Yes, we can provide you with an early termination quote if you provide your current mileage.

Before you terminate your contract we can also discuss alternative payment options if you have financial concerns. Please contact paymentbreak@arval.co.uk.

Has HMRC provided any guidance on company car tax and salary sacrifice for employers?

Yes, HMRC has now provided greater clarity for employers on company car availability for members of staff who are furloughed and for those who want to change salary sacrifice arrangements.

You can find out more from HMRC here and we would recommend seeking independent tax advice before making any changes to your existing company policies.

I’m a company car driver, can I avoid paying BIK tax while I’m not using my vehicle due to the COVID-19 situation?

We would recommend that on this matter you seek independent tax advice and contact HMRC for confirmation.

HMRC has now provided guidance for employers on BIK and salary sacrifice here.

Where can I find out more information on payment difficulties?

Please visit our Money Worries FAQs

Look after your vehicle at home