Home > Update from Arval on COVID-19

Update from Arval on COVID-19

We are monitoring the fast-moving developments with COVID-19 and are following the UK Government’s guidance very closely.

We are naturally focussing our efforts on keeping customers on the UK’s ‘front line’ mobile – Britain’s key workers and carers within the NHS, fire services, police, pharmaceutical industries, food delivery providers and others who are all part of the vital effort to keep the country going.

As the situation develops daily, it is also our priority to both maintain service to all of our customers and protect our employees.  We are now in lockdown and all of our UK offices are operating only with essential colleagues in our offices, whilst all other employees are working from home. While we adapt to this change, it may take us a little longer than usual to answer your questions and we would like to thank you for your patience.

We appreciate that COVID-19 is extremely challenging for all our customers and could cause financial difficulties for some of you. If you are in this situation, please contact us and we will be able to support you, but please bear with us as we deal with the increase in volume of calls and emails.

We will keep publishing some Frequently Asked Questions on this site, so please do keep checking for updates.

Finally, we would like to thank you for your understanding during this challenging time and we hope you and your families remain well.

The Arval Team


Your questions on COVID-19 answered

We know these are worrying times and we’re working to help make things easier for you.
To save time on the phone we’ve included answers to some of the most common questions we’re receiving below.

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

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 your Arval account manager and they 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.

My MOT has expired / it is due to be carried out, what should I do?

The government has confirmed that MOT expiry dates falling on-or-after 30 March 2020 for cars, motorcycles and light vans, will be extended by six months ending September 2020. You can find out more on gov.uk.

While this extension is in place, we would encourage you to speak with us first before trying to book an MOT.

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.

Is the delivery and collection of vehicles taking place?

Deliveries and collections are gradually being phased back in and prioritised according to individual arrangementsand subject to Government guidelines.

If your vehicle is due to be collected we will be in touch with you directly. If you have an urgent need, please call us on 0345 266 5287 and we will aim to speak to you as soon as we can.

If you have already ordered a vehicle, where dealers are re-opening some are now available for delivery.

We are also working closely with our dealer network to address the vehicle delivery backlog, which has built up over the lockdown period. We’d like to ask you to bear with us, as there may still be a delay to your latest estimated delivery date but we are working to get your vehicle to you as soon as possible.

What happens if my contract has ended and you can’t collect my vehicle?

Due to the COVID-19 restrictions in place, we have had to make some changes to our collections availability. We are prioritising them according to individual arrangements and subject to government guidelines.

If your contract is ending and you no longer want to use your vehicle it must be parked safely and legally (e.g. with a parking permit), and keys must be kept in a secure place. We will also require 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. As advised by the government if your MOT is due to expire on or after 30 March 2020 and it can’t be completed, an extension will be granted for 6 months as long as the vehicle is roadworthy. Arval will ensure that it is taxed. You must ensure that your insurance remains in place.

If you wish to discuss this with a member of the team including payment detail 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 aim to speak to you as soon as we can.

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.

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.

If I have a Key4key (K4K) set up, what is happening?

Unfortunately, your K4K will now not be taking place due to the unprecedented circumstances. Please remain in your existing vehicle until we notify you of your new vehicle being available.

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

Due to lockdown, limited services are in operation as suppliers have skeleton staff to cope with emergencies and to keep customers mobile, however more is becoming possible as the lockdown measures ease.

Our staff are working remotely, and can be contacted to discuss, routine servicing, repairs including glass and MOTs via the Arval Contact Centre on 0370 600 4499.

This team only deals with these matters – not financial payments.

Keeping critical vehicles mobile is the main priority, so to help reduce demand we would like to ask if it’s not urgent, please leave it until the virus situation settles. 

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

  • Tyre replacement providers are now largely open and replacements can also be booked with ATS via our website to give the branch the best opportunity to manage the requests that they are experiencing
  • Routine servicing and MOTs can also be booked via our website, however, we recommend getting in touch with us to discuss arrangements
  • Accident management and breakdown processes remain the same at this time, depending on your contract arrangements

Look after your vehicle at home