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.

Below are some Frequently Asked Questions which we hope will help if you have any initial queries.

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.

Is the business still open?

Yes absolutely, we appreciate COVID-19 is extremely challenging for all of our customers and we’re receiving significantly more enquiries as a result.

As you would expect, during these challenging times we’re focussing our efforts on keeping our customers on the UK’s ‘front line’ mobile.

We have teams working remotely to get back to you and discuss your individual needs. However, it is taking us a little longer than usual to answer and so we ask you to bear with us and we will get back to you as soon as we can. In the meantime, please keep safe.

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. We want to reduce your worry and in light of this, we have identified solutions that could potentially support your individual needs.

If you are experiencing any financial challenges please email us so we can discuss your needs. 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.

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 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.

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

The government has confirmed that from 30th March 2020, MOT due dates for cars, motorcycles and light vans will be extended by six months. You can find out more on gov.uk.

While this extension is in place, you still need to keep your vehicle in a roadworthy condition. Some suppliers are still open, with skeleton staff operating to cope with emergencies and to keep customers mobile.

We will be getting in touch with customers who are immediately affected by this, so we can discuss individual needs.

Is the delivery and collection of vehicles currently affected?

Currently, non-essential vehicle deliveries and collections have been cancelled due to the lockdown.

We are also working really hard to manage any risks to our supply chain as the situation develops. We are receiving information from manufacturers regarding vehicle availability and will be in touch to discuss specific arrangements if an order has been placed.   

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

Due to the COVID-19 restrictions in place, we are currently unable to offer vehicle collection.

If your contract is ending and you no longer want to use your vehicle it must be parked safely and legally (e.g. 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 after 30th 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.

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 and suppliers have skeleton staff to cope with emergencies and to keep customers mobile.

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. 

Our staff are working remotely, but they are able to answer driver questions on site closures, 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.

  • Tyre replacements should be booked in advance with ATS via our website to give the branch the best opportunity to manage the increase in requests that they are experiencing
  • Routine servicing and MOTs can also be booked via our website, however, we recommend allowing as much time as possible
  • Accident management and breakdown processes remain the same at this time, depending on your contract arrangements

What are you doing to reduce the risk of infection in Arval?

We have taken ongoing and comprehensive measures to help reduce the spread of the virus. We are in lockdown and the vast majority of our employees are working from home for their safety, supported with digital solutions to maintain service for you.

Look after your vehicle at home