NHS Fleet Solutions Opiniões 

Long telephone wait times, poor experience re delivery and complaint raised. Slow response to email.

I love my car, it has exceeded my expectations. Fast turnaround, clear communication. The gentleman Simon who delivered my car was fantastic. I felt a bit nervous and intimated wurh so much technology and it being half electric. He spent plenty of time helping me to learn how to use the car and he reassured me so I could get straight out driving.

First time using this service and the customer service is great, although at times the waiting time to talk to someone can be long.

All good except the fact that you have to keep 2hrs of your day aside if you need to speak to the customer service.

VERY difficult to contact long waiting time on the phones , email would work better for direct questions. .

Great service and with regular updates on order and delivery

It took almost 9 months from ordering to receiving the vehicle, it was ordered in January, the first estimated delivery date was late June and I eventually received it in September. During this time communication was terrible, emails were sometimes not responded to, other times incorrect responses were received 10 days later. The only way to make any progress was to phone and this involved waiting on hold for 30-60 mins per call. Even then sometimes information given was not correct. Having waited 6 months, the car was in the dealership but could not be released because they were waiting for paperwork, after weeks of waiting the quote was then changed and made more expensive. After I complained it was reduced but not to the original figure. The entire admin process then restarted taking approximately another month. Other than repeatedly telling me that it would be ready in approximately 2 weeks there was minimal communication during this time.
Finally I phoned to ask for an update and after waiting on hold for 55 minutes I got through and the person was able to authorise release within about 2 minutes, clearly this could have been done without me phoning but no one had bothered to finish the job.

Cancelled orders. No communication. Took so long for a car order. Best part of 9 months

The contact with NHS Fleet is very difficult when you’ll need information specially when you’ve got to wait 10 days to get any more information and when you’ve ordered a car, you cannot get in touch with the dealership. You could make it a little bit more easy to get in touch.

Thank you. All the best.

I have found my experience with NHS Fleet Solutions to be extremely disappointing.

I ordered my vehicle over six months ago and am still waiting for delivery, with very little meaningful communication throughout the process. The most frustrating aspect has not even been the delay itself, but the constant need to chase for updates and the lack of clear information when I do.

I was recently told that my vehicle had arrived in the UK on 27 August, but nobody could tell me exactly where it was or provide a realistic delivery date. I was also advised that the dealer would be contacted and that I would receive an update. Over a week later, I am still waiting to hear back.

The scheme documentation states that customers will receive regular updates once an order has been placed, but this has certainly not been my experience. Instead, I have had to repeatedly contact Fleet Services myself, only to receive vague responses or promises of updates that never materialise.

To make matters worse, I am now without a car and have contacted Fleet Services to see whether they could offer any support, assistance or temporary solution while I continue to wait. Unfortunately, I have not been offered any meaningful help, alternative arrangements or resolution to the situation. As a customer facing such significant delays, I would have expected a more proactive and supportive approach.

What makes the situation even more frustrating is that customers are effectively locked into the process. If I choose to cancel my order after waiting months beyond what I reasonably expected, I would face substantial cancellation charges and be liable for the cost of the home charger installation. This leaves me feeling trapped in an arrangement that I would never have entered into had I known the reality of the waiting times and level of customer service.

After six months of delays, poor communication and continual chasing, I am honestly at my wits' end. The entire experience has been so frustrating that it has taken away any excitement I had about receiving the vehicle. Instead of looking forward to collecting my new car, I am concerned about having to continue dealing with Fleet Services in the future.

The whole process has felt like a nightmare from start to, what I would like to say is finish, but in reality it feels as though I will be waiting forever for a car that I no longer even want. The experience has left me with very little confidence in the service being provided and has completely overshadowed any excitement I once had about receiving the vehicle.

Based on my experience, I would not currently recommend the service to colleagues unless there are significant improvements in communication, customer support, transparency around delivery times, and the support available to customers affected by lengthy delays.

Pros: Competitive pricing and salary sacrifice benefits.

Cons: Excessive waiting times, poor communication, lack of proactive updates, no practical support during delays, and customers being penalised if they wish to cancel after waiting many months for delivery.

Thank you for your response.

You state that dealership contact details are provided by SMS. At no point during my order process have I been given the dealership's contact details. Had I received them, I would happily contact the dealership directly instead of repeatedly spending up to 40 minutes waiting for NHS Fleet Solutions to answer the phone.

Update 18.09.2026, As you stated in your reply that dealership contact details are now provided via SMS. Just so you are aware, this is not the case for all, I have spoken to NHS Fleet Services this morning who have informed me this is not the case for the dealership I am going through. I have to contact NHS Fleet Services for updates regarding my order. Update today, is the car is at the port and expected date for it to be at the Dealership is 2nd October. I hope this review is taken into serious consideration for anyone thinking about having a car through Salary Sacrifice!

Post delivery we have not had any contact re the scratches on the car when delivered. Other than that it has all been very efficient.

when you finally get through, experience is great,
but the phone queuing is really long sometimes over an hour, and worse when you get cut off,

Excellent customer service cannot fault any of it. One slight issue with email getting lost so not picked up causing slight delay in delivery otherwise went really well.

Clear communication regarding delivery of the new order and collection of the old car.

Slight delay in responding to requests for updates. However, the whole experience was good from application to delivery.

Really simple process, good communication and any queries answered promptly. Great service from Fleet Solutions.

Great communication and quick delivery. Car arrived at my home, the delivery company was excellent and kept me informed of his eta.

The car was dirty -

The car battery was not charged at all and the petrol was quarter of the tank.

The cable wires in the boot were everywhere and not in the bag.

Not impressed with the service.

Not happy with the service.