LeasePlan UK  Opiniões 

Fantastic empathy and understanding
with a human touch; full praise to Natasha who is a credit to the organisation

This is my second review. My lease car was a total loss in October 24 and as instructed I continued to pay my monthly payments. In December 24 I received a refund invoice which should have been paid after completing my contract. This was never paid, I have sent numerous emails and made numerous calls. Lots of delay and empty promises and a new invoice number given to me saying that my money has been set against it. Despite asking what this invoice is for I have yet to find out!!. On Wednesday I made yet another call and was promised that a manager was dealing with my case and would definitely email for an update yesterday. Obviously as usual with this company I have had no email. I’ve asked to speak to accounts but apparently that’s not possible, I’ve asked for a document with all my transactions on but have still not had this information. Appalling customer service. Lots of reassurance that they are dealing with your query but absolutely no action. The insurance company paid out in November so what is the delay for. A report to the FCA is the only thing I feel I can do now. Just what you need after the stress of a bad frightening accident!!

The company made a huge error but a service agent called Ahmen Ibrahim took care of everything. He treated me like a person instead of a number and I cannot describe how much I appreciated that

Leaseplan have since replied, let me be very clear, I was very happy with Ahmed. The company Leaseplan is the worst I have ever had to deal with, over the last 7 years they have repeatedly made terrible mistakes, taking money when they shouldn't, charging admin fees up to 90% of the cost of a transaction, £16.50 fine, £15 admin fee and many other examples. The communication from them is awful, their lack of care for their solo purchase customers is shockingly bad, nobody above customer service had a working phone, it's all emails with very very long gaps between responses. I'm 41, self employed and have spent 12 years dealing with the NHS, social services about family members, so take me very seriously when I tell you that Leaseplan is by FAR the worst company/organisation i have EVER had to deal with.

Disgraceful company, avoid at all costs!

I’ve never known a company to show so much compassion and understanding as LeasePlan, they have been so considerate, caring and patient. I lost both my parents within 8weeks of each other and was experiencing a lot of distress and financial mess and LeasePlan were so understanding , I can not thank them enough!

Don’t touch this company your business will end, they have zero services can’t even reply to a complaint that I have made back in December. All they want is your money. Our van is off the road again. But they still will want there money. Can’t even call me or reply to emails

My Orginal complaint in Dec! Ps Van is now currently off the road again with a wait time of 10 days before even getting in to a garage was promised a response by the 5/2 from my original complaint made in Dec still no reply!!!

🚨 The very first time I used it was for a tyre blow out a few weeks after taking delivery of my vehicle
A brand new tyre ,obviously faulty exploded on the m25, very nearly causing a catastrophic accident
My husband managed to get the spare tyre on and we booked a tyre replacement on your service line with a telephonist
On arrival at the tyre repair shop, it was not accessible for our size vehicle, a lwb van.
The owner told us he couldn’t repair it in the street, due to health and safety issues and was unable to help, we could not wait a further 2 weeks without a spare, so my disabled husband removed the wheel manually and had to carry the damaged wheel over 100 yards and back.
Next, some warning lights came on for brakes, we were sent to Halfords auto centre in Borehamwood with a 2 week lead time, and sent a confirmation booking with date and time.
On arrival, we’re told no booking and that they were unable to repair the vehicle.
After nearly a whole day on the phone, we were told that we now had a booking and to leave it with Halfords.
The van was not put on the ramp until 48 hours after our initial appointment time, and to cut a long story short, we got our vehicle back a week later.
7 days for simple brake repairs.
Any respectable garage can do brake repairs , pads and discs , in a matter of hours , 24 at the most. A few days later the same lights came on again, check brakes.
We were sent again to Halfords.
This time they had the van for 10 days.
10 days without a vehicle for a malfunctioning caliper this time.
A totally unacceptable time frame for such a simple repair.
When we tried to call Halfords for updates and a return date, we were rudely treated and ultimately they wouldn’t even talk to us on the phone.
Another 10 days at a tremendous cost to our business , again for something that should take no longer than 24 hours maximum
And cost a couple of hundred pounds at the most.
Next, warning brake lights came on again a few days after our vehicles returned.
After explaining this to your service line and raising our concerns about Halfords auto centre and our refusal to return it to them, we were sent to bridge motors in radlett who informed us that the work carried out was incompetent and incomplete and they had to start again
Lost the van for 4 days this time.

van broke down, red warning light, stop driving , risk of engine failure. Told that this is now a Nissan warranty issue, Leaseplan are no longer responsible and we’re told to wait for the RAC.
The RAC turned up 28 HOURS later, my disabled husband was left with a broken down van 18 miles from home for 28 HOURS.
This is disgusting, and totally unacceptable.

When he tried to call the customer service line he was treated rudely and told he has to talk to Nissan not Leaseplan as that it is not your problem.
Let me state that I did not get this van from Nissan,
When the RAC man arrived, he did a static regeneration on the dpf said the van was safe to drive home or to the garage but no more, this is an extremely common problem with these vans and accounts for the majority of his call outs. A problem that the manufacturer is aware of but taking no action to remedy.
our appointment with bridge motors was bought forward to a week from this date. after taking it in, we lost the van for a further 5 days, on collection my husband asked what repairs had been done. And all that was done was a more comprehensive static regeneration. A 150 pound job that takes no longer than a few hours. But we lost the van for 2 weeks.
This is unacceptable practice from Leaseplan, our business is on its knees and we are in financial difficulty . We have lost important customers who have gone elsewhere as a result and as a direct result of your companies failings

Honestly I could go on!!!!! We are now in February and the van again is currently in a garage. 🚨

Have used Leaseplan for the last 3 years of my car. In general, they are ok. You can get hold of them via call and we spoke to a really lovely call handler who was super kind and genuine helping us with our collection. However, I just absolutely cannot wrap my head around how the website and app work and are terrible to use. Part of me thinks this is to stop people actually utilising the maintenance service (which I pay extra for!). You click login and it takes you somewhere else. We had issues of not being responded to for months when asking about mileage extension. This was resolved with a £100 M&S voucher kindly accepted but just wanted to give a full overview if you are looking to use this lease company. I am currently trying to book a service online which is confusing and proving very hard to do (they've now switched to MyAvens however the app doesn't work!)

If I could give zero stars I would. This company ignore, accuse you of lying and then ignore you again. I sent a e-mail on the 22/12/24 and still awaiting a response

AVOID AT ALL COSTS. this is an absolute scam of a company. No communication. False promises. They will just take your money. Avoid avoid avoid. We returned the car with both keys (Fiat 500e) so the standard key and the pebble key. I spoke to them 5 or 6 times as they were claiming we gave it back with one key. I finally got confirming from a worker that they had the second key and that is was the pebble key. Today 200 pounds has left my account for lost key..... I will take action as far as it needs to go against this company.

I had a number of issues trying to get my insurance sorted, thankfully I spoke with Sally at Ayvens Customer Service. Within 20 minutes, she managed to contact all the relevant teams and completely resolve my issue. Her customer service skills are truly fantastic, and I am incredibly grateful for her help.

I have never felt the need to write a review like this before but I am flagging deep dissatisfaction with the handling of my vehicle return and subsequent billing issues. The lack of professionalism and accountability I have experienced thus far is completely unacceptable.

On agreed date of collection, LeasePlan third party canceled the collection of my vehicle with only one hour's notice, citing issues with driver availability. This abrupt cancellation left me in an untenable situation, as I was due to depart for a two-week holiday that very evening. I was forced to arrange emergency insurance at my own expense to ensure compliance with legal requirements. This was both time consuming and costly.

I understand these things happen, but despite numerous communications with Leaseplan, and the third party, since and being continuously passed around departments, I have yet to receive correspondence or reimbursement for the cost of this emergency insurance.

Furthermore, and even more costly, I have reviewed the end-of-lease charges and found them to be grossly inaccurate. Specifically, the adherence to mileage reported is completely incorrect. I have adhered to the agreed mileage limits under the original three-year contract and subsequent one-year extension. However, Leaseplan have erroneously charged me for 16,000 miles of overage despite my mileage being under by approximately 2,000 miles. I believe they have looked at the extension letter only for one year and multiplied it by 4 years

Where do I start. I regret ever dealing with this company, I have had nothing but hassle with them right from day one. They over charge every chance they have, for example charging £60+ "admin" fees to tax a vehicle.
Then at the end of the contract I was contacted four months before the end , when it got to eight weeks before I contacted them to be given conflicting information, finally being informed that nothing could be put in place until four weeks before the end of the contract.
At four weeks before the end of the contract , I made numerous phone calls and send numerous emails to get the correct information. Every time I dealt with a different person and was given different information.
I was given three different amounts to enable me to sell the vehicle on.
When the vehicle was sold the new owner received a V5 with no surname on it.
I still await refund of road tax, how can it take three weeks for this to be completed?
In conclusion I would strongly advise everyone to avoid this company.

I handed my car back on 08/01/25 yet they have charged me £325 on 14/01/25. I do not even have the car so why are they still charging after the end of my contract! Absolutely no way of getting hold of them to sort this out! Lease plan contact me as a matter of urgency!

Massive charges at the end of contract when returning the car.

Small dent charge of £220 and small scratches that should be within wear and tear at £45 each.

Awaiting to hear back to see if they will reconsider this.

They have replaced the MY LeasePlan phone app with a new My Ayvens app which is totally worse than useless.
The original app was user friendly, unlike the new rendition which freezes on a blank Authentication page, so no further access to my car or contract details available on this dreadful new mobile app.

Natasha W - Prize asset! She went over and above for all my queries... the best person I have ever delt with on the phone.. in the UK... fact!!!

Natasha went the extra mile regarding our query and came back to us as promised that afternoon via email making everything so much easier regarding the purchase of our vehicle

Having terminated a lease in November, I continue to have large deductions removed from my bank account, to which Leaseplan admit they are not entitled to but continue to deduct anyway. In 2025 over £1000 has been removed from my account. Having reported this on the 2nd January, I have not received any correspondence back from Leaseplan on when this will be resolved.
While very polite on the phone, they have do e nothing to resolve this.
Beware of dealing with Leaseplan and giving them a debut order authorisation
Update: Despite the assurance from Leaseplan below, still no contact from them

Having encountered an issue they resolved the compliant efficiently.

LeasePlan sent me a letter demanding payment of £515, treating me like a criminal and threatening to involve a debt collection agency. I had no difficulty paying the amount—I simply disagreed with their unjustified charges and tried to engage with them. Despite sending multiple emails outlining my concerns, they completely ignored me.

The invoice breakdown for "excess wear and tear" was outrageous. They charged £80 per wheel for barely visible scuffs that should clearly fall under fair wear and tear. I disputed at least £320 of the charges but was met with silence. Eventually, they made a token reduction but refused to address the rest of my concerns.

Their lack of response and intimidation tactics left me no choice but to pay the amount to avoid further hassle. However, their behavior has been nothing short of disgraceful. If you're considering leasing a vehicle from LeasePlan, think twice—this company is more interested in extorting money than providing fair and transparent service. Avoid at all costs!

I work in the motortrade and need to deal with leaseplan regularly. Customer service is always below standard real disappointment. Plenty other choices to lease a vehicle from.