LeasePlan UK  Avaliações 

I had zero issues with leaseplan the whole 4 years I had the car, but as soon as it came time to get it collected and inspected this was when problems came up.

I booked in a collection date to have the car returned, waited in all day with no communication and then had to phone the collection company they use 3 times before they told me at 5pm the driver couldn't make it due to traffic. Fine-I asked to speak to customer services and they booked the collection for the following week after ensuring me I wouldn't be charged for having the car over my contract end date.

Collection date came and went. I phoned again. Was told it was now rescheduled for the following day.
Eventually the car was collected, job done.

But no. I first received the wear and tear invoice (£240 for scratched alloys. Ridiculous) I paid this and then received a monthly charge invoice for July even though the car was returned in June.

I spoke to 3 separate people about this and everyone was helpful but nothing ever seemed to get resolved. I was phoning weekly and kept being told the car had been returned so I shouldn't be receiving invoices.

Then the August payment invoice came through!

Eventually after 6 weeks of back and forth lease plan issued credits for the two invoices and I thought that was it. But today I got two new invoices for road tax and monthly payment for the 2 days I had the car over my contract end date despite being assured I wouldn't be charged for this!

I'm obviously not paying these either.

Not worth the hassle. Avoid. And if you are coming to the end of your contract with them my advice is to cancel your direct debit as soon as the car is collected.

I need to share my experience of Leaseplan UK to warn others from ever even contacting this company and please don’t be fooled into thinking “things are better now” since they have been taken over by company Ayvens. No one communicates within this company, they leave you running in circles and absolutely clueless and trying to mop up their messes. I’d go as far to say their customer support does not exist.

I have just handed my vehicle back after 4 years with this shambles of a company - I couldn’t get away from them quick enough and have decided to now purchase my own car and never ever go down the lease route again. I have left a review previously on here about being left without a car for a month when in fact once the car was taken to the garage nothing was found to be at fault with it. This in itself was an awful experience. They would send conflicting messages from Leaseplan/Ayvens. One day I even received a text message to let me know the work had been completed on the car when actually it was parked outside the house and has not moved.

I’ve been dreading the process of ending a contract with them as I just knew this would go far from smoothly and boy was I right - I’ve already received an invoice for a full monthly payment despite them already having the car back and I have paid an agreed end of contract early termination fee. I’ve also today been contacted to say tax is due on the vehicle which was handed back which is absolutely ridiculous considering this was all kept up to date during my time with them - am I expected to tax a vehicle for someone else to drive? They make it extremely difficult to speak to a human being to then get passed in circles and just sent conflicting emails that honestly are poorly explained and I imagine for those who are vulnerable could really be even harder to navigate and deal with.

I wish I could go back 4 years and not even of clicked on the website - I mean the other reviews here share very similar stories, please please listen to every single one because they are all right. I genuinely don’t know how this company are still operating.

Leaseplan - I know you will comment to “get in touch”, I’d say don’t even bother because we know how accessible and approachable you are as a service…

Absolutely shocking service....If I could give them NO stars I would!
This is the second time I have leased through them for a work vehicle. The first time my lease came to an end during covid lockdown and so they could not come and collect my vehicle and exchange for my current vehicle. They debited £18000 from my account! It took ages to get it sorted as they do not respond to emails or answer the phone. Was eventually told it was a computer glitch...
I am now wanting to keep my current vehicle and am in the process of transferring the lease to ALD automotive. Direct debit has all been sorted and all paperwork completed. However they are sending me nasty emails and letters telling me I owe £9504.00. They have debited this from my account. Luckily my bank bounced it straight back to me.
Now they are referring me to a debt collection agency. Someone came to my house today to collect my van. My lease finished less than 30 days ago! I do not understand why I owe them any money. The van is in pristine condition ....no bumps or scratches. I have NEVER defaulted on a payment. ALD are paying the balloon but there appears to be no communication between Leaseplan and ALD. I have never been told what this money is owed for or had any replies from the multiple emails I have sent them.
Truly shocking service...If this affects my credit rating I will be taking them to court.

This company have no understanding if your vehicle (whilst brand new) develops a major fault after the warranty period ends. And you have not taken a extended warranty.
You are liable for the costs no matter what the repair is, to get it fixed even if it costs thousands of pounds , it's your problem to deal with it

No understanding !! It's just about the money for them to make sure they stay in profit.

Just can't believe with a company the size of Leaseplan. There is no compassion.. it's just about making money for them, no give and take ..

It is clear the contract you sign has no flexibility, it is all geared towards the company not being out of pocket, so you are totally screwed if you have a issue with your vehicle outside the warranty period. Prepare to have lots of money as you are not getting any compassion from leaseplan.

May l add this matter is with the customer service team since March 2025 and is still ongoing, with the responses l have seen , nothing is going to change, apart from you telling me ' read the contract' and the biggest disappointment you are still charging me for the non runner after my 4 year lease has finished. Which l could use the money to pay for the repairs to the vehicle and return it back for you to make more money from the re sale.

So not only am l paying thousands for the repairs and now the monthly fees, due to out of contract and not returned the vehicle due to the breakdown/repairs.

So I say again and again we're is the sympathy with the customer.

None . Just return the vehicle all working and we will sell it on and make more money at your expense.

That's about right for Leaseplan , NO CUSTOMER LOYALTY

Joshua in customer service was really helpful today in providing the information I needed around ending my contract and the options available to me! He really took his time in explaining the process and also kindly offered further support with a follow up email to ask any questions I may have. A really lovely experience and fab customer support provided!

The car was returned in April 25 and despite calling numerous times I am still receiving invoices and direct debits taken from my bank. No one seems to be doing anything about it! I’m on maternity leave and cannot afford these payments!

I had made my payments but was referred to a repossession company.
They were very intimidating whilst I had a 2 day old baby in the house.
I spoke with leaseplan giving my payment reference of the payments I had made. To which they replied saying they couldn't find the money in the system. I then had to pay over £1000 to stop them repossessing the van and now they have sent me a £200 bill for the repossession company.

I have since emailed multiple times with no reply.
Every time I phone I'm passed to ALD who then pass me to leaseplan. Nobody at this company knows what they are doing.

Complete shambles

My experience with Leaseplan began back in 2022 when I took delivery of a new car, the car was delivered to me at work (the lease was a private lease in my name not a company car) The car arrived with less than new showroom shine , it had 35 individual bird lime burns in the paintwork on the roof , tailgate and bonnet. After making a complaint this was dealt with by a contractor who performed a miracle by carefully apply heat with a hot air gun. Not a good start! I should have rejected the car at that point.
Then when it came to servicing I booked it in with Leaseplan, I was advised that perhaps it wasn’t due yet , Insisted it was a service indicator that was on , they then sent me to the local Halfords (well not so local 13 miles away) with an all day appointment- no I couldn’t wait they needed it all day. This involved taking 2 vehicles so that I could get back home -well surprise surprise got there on the day no booking ! rebooked and assured this would work and guess what - history repeats it’s self.
This could only be fixed by direct booking with Halfords.
In the time this took to resolve the car was over the service interval by 2200 miles. I was not happy with a new car not being serviced at the main dealership and insisted that the next one was - this was where I was informed that the cars warranty was now void - I asked Leaseplan to make a statement in writing that I would never be impacted by this in any way should some future issue arise- no they would not just brushed me off with excuses. Subsequently services were done by Halfords- well perhaps not actually done - no paperwork or anything to say what they had done. That was until I asked for Main Dealer service and they agreed, except they then booked it in with a local backstreet garage who did a while you wait appointment- the car was returned to me stinking of used oil and a musty smell like rat urine. They had the car in the workshop for 15 minutes- they clearly had not carried out the scheduled brake fluid change.
When it came to the car needing front tyres I was referred to Halfords who insisted that I should carry on driving despite my issues with the car being unstable on the motorway in the rain and pulling to the right when it hit puddles - yes dangerous. I had to raise an issue with Customer service and insisted that 2mm tread for 3/4s of the tyre with zero for the remaining 1/4 was not acceptable nor safe . The only solution was they would refund me if I paid for the replacement tyres. This I did and they then “discounted “ my refund by paying me £50 short ! This I was never able to resolve.
Eventually I’ve had to give in and return the car early at much cost to me , the return car process was OK and no extra charge- yes I do look after my cars .
This is where they appear mathematically challenged- I asked for an explanation and they offered wrong information at each stage the numbers did not add up - the amount of months remaining did not add up and their every attempt to explain only got worse.
If you’re looking to lease a vehicle I would avoid Leaseplan - it’s simply not a good experience.

Beyond incompetence.....

So many calls to Leaseplan to ask them to provide me with a copy of the car insurance the car come with..... STILL not, hiw hard can it be....

I have been involved in a non fault accident in May, other party confirmed full liability. Leaseplan have outsourced this to FMG who are just as hopeless....

They STILL have the car in for minor repairs 6 weeks later.....

I cannot make any personal injury claim as FMG outsourced that to a legal firm, that don't recognise the legal cover in place.....

I am trying to raise for an uninsured loss arould recovering a month's rental as the car should be going back to Leaseplan due to my end of employment....

That part of Leaseplan jeep emailing me, i ask them to provide a number so j can discuss..... nothing back.

A series of incompetence

After 18 months they still haven’t taken a direct debit from my account. Resulting in my account getting into arrears. 18 phones and 18 manual payments and two formal complaints and their accounts team still can’t get it right. Customer service assured me every month it is sorted. Every month the payment isn’t taken. Every month I have the same conversation which is incredibly frustrating. Do your self a favour and DO NOT use this company they are completely useless.

I have been dealing with LeasePlan for four years, and my experience has been very frustrating. There have been continual delays, inconsistent information, and a lack of accountability that have caused unnecessary stress and prolonged an issue that should have been resolved much sooner.

I never requested a phone call, yet this was suggested without basis.
Although my complaint was said to be logged, I waited nine days for any response, which is unacceptable for complaint handling.
The early termination fees described as “low” do not seem reasonable given my ongoing situation, and the charges have changed multiple times without clear explanation.
The delays and shifting figures have directly impacted my ability to purchase a new car, yet LeasePlan has not acknowledged this.
I have yet to receive the invoice LeasePlan claims to have sent, which adds to my concerns about their communication.
If this matter is not resolved fairly and promptly, I will consider escalating it further. Overall, I expected better transparency and customer service from LeasePlan.

Now Leaseplan have sent me a £10k settlement invoice with payment DD even though I had paid this over a week ago by bank transfer using the payment reference they requested.

There is no reference on the invoice stating I've paid.

If they take this payment I'll go to the nearest Leaseplan office as I'll feel apocalyptic after the previous bad customer service I've had.

Everyone if you want great customer service, someone who genuinely works for you and always great communication, great service, great care in her work... someone you feel who is always on your side - Ask for Maria. She has literally changed my whole summer due to the great service she has provided me getting my car. I repeat ask for Maria, you will not regret it. Sorry Maria if you phone is about to not stop ringing. Thank you again Maria, honestly thank you!

Originally leased for 3 years with no issues, we decided to extend the lease for a forth year in November and we have had nothing but trouble since.
They kept taking, then returning the monthly payment - then at the start of this year I had an invoice to pay three months worth, which I did using a card in my name not the business name (with no problems) also set up a direct debit mandate as they seemed to some how cancel the previous one despite having an extension. Had some correspondence to say they had been taken over by ALD and an invoice to say they will be taking payments by direct debit using the mandate that we had previously sent to Leaseplan.

Next thing I know, I have debit collectors phoning me telling me they are coming to recover the car as April hadn’t been paid (news to me, as direct debit mandate had been sent in and no correspondence from Leaseplan to say we owed any money).

I paid straight away using the same card that I had used to previously pay the 3 months and thought that was the end of the threatening phone calls to recover the car, I was wrong…they phoned again saying that leaseplan haven’t received payment despite me being able to provide the email confirming the transaction. Apparently they will refuse the payment (although they still haven’t returned it over a week later) because I didn’t use the business card to pay, never heard anything so stupid - accounts department won’t speak to customers to explain why this is and why they previously accepted payment from the same card.

I have filed a complaint direct with Leaseplan and still awaiting a reply.

Louie was very helpful organising delivery of the car ahead of schedule, before I left for holiday. Thanks!

They just never answer the phone....like so many large companies which pretend to be concerned with customer service.

During the lease they were good, but the inspection on the day of return no charges.. then six months later got an invoice for damages...

Update :: They returned to form and became good, stating that I shouldn't have been charged and issuing a refund. I would lease from them again.. Had a Golf Mk 8 on maintained lease. The car had a few troubles, but I just took it to a garage and Leaseplan sorted it all out, tyres etc all just sorted.

Work for network rail have a ford ranger from them puncture in tyre which is an Oncall vehicle and it’s been 3days before they can get a tyre to me shocking service if you break down at night time because of a puncture all they can do is recover you as no1 works at night time

The Person I spoke to was amazing. I have been trying to solve a problem for quite a few months now and he acted very quickly to get this resolved. He did everything that was required quickly and efficiently. Thank you.

Constantly chasing this company for updates
Was advised I would hear back early next week and heard nothing