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COVID-19: Essential services will continue in lockdown

COVID-19: we know many of you have questions

Following the latest Government COVID-19 guidance we will continue to work closely with our partners, and currently, all essential services will remain as normal during lockdown.

Larger volumes of enquiries continue through the crisis. To maintain service during lockdown, some of our essential staff, primarily our Arval Contact Centre and our Customer Services teams, will continue to work in our offices, which have been adapted to help keep them safe.

We will keep prioritising emergency situations, essential service providers and key workers.

If you have already been in touch, please bear with us, we will get back to you as soon as we can. To help save you time, we've compiled some answers to the most common questions below.

FREQUENTLY ASKED QUESTIONS

Will I be able to get through to Arval?

Yes, following the latest Government guidance, essential members of our driver helpdesk and customer services teams will continue to work in the office. We have adapted our workplace to help keep them safe and this means that we will be able to answer your enquiries as quickly as possible.

As you can imagine we are still experiencing an increased volume of enquires. If you’ve already been in touch then we will come back to you, so please continue to bear with us during these times.

Are vehicle collections still taking place?

Yes, subject to Government guidelines we continue to work as quickly as possible to collect your vehicles but this is taking longer than it used to do.

We continue to explore options to increase capacity, but this is more challenging during lockdown. Additional 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

 

If you wish to discuss this with a member of the team 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. Your vehicle collection can also be booked online.

What should I do if my vehicle is being collected?

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.

Are vehicle deliveries taking place?

Yes, subject to Government guidelines deliveries are still taking place. We know that you will be keen to take delivery of your new vehicle.

We are working closely with our dealer network to get your vehicle to you as soon as possible and we will update you accordingly. .

Due to these unforeseeable circumstances, there may still be a delay to your latest estimated delivery date.

  • 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


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.  

I won’t be driving as many miles - can I reduce my mileage?

Yes, to support you during the impact of 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.

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

All of these services are available. Please consider that local restrictions may be in place due to the tier that the provider or you are in.

Where possible, we would encourage you to book in advance and allow increased time for work to be carried out.

To book and discuss arrangements for routine servicing and 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.

  • Tyre 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 and can discuss your situation.

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

What is the situation with MOTs during the pandemic?

MOTs are still being carried out as the Government has classified this as an essential service.

We would encourage you to speak with us first before trying to book an MOT. The Arval Contact Centre team can be reached on 0370 600 4499.

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.

Where can I find out more information on payment difficulties?

If you are having any financial difficulties and are worried, to find out more information on how we can help you please visit our Money Worries FAQs

Look after your vehicle at home