LeasePlan UK  Reviews 3,447

After having a leased vehicle for 3years and completed paying more than half agreement value, I decided to utilise the early termination clause which allows me to return the vehicle without incurring any further charges other than the excess mileage fee.
However, a day after the vehicle was collected, LeasePlan decided to collect another month's rental payment.
I have found that LeasePlan will chase incessantly for the excess mileage fee but although I have chased their customer service by raising cases and contacting their customer service by phone over the course of 5 weeks, I have since received no correspondence or response to my cases other than an automated email.
I am now planning to take my case to the Financial Ombudsman Service to get my money back for the extra month rental payment taken by LeasePlan.
My advice to anyone considering using LeasePlan is to think about the service you expect after you abide by the contract you sign with this company.

No zero star options so they get one by default
Ordered in October and they told me after several weeks that the charger i had ordered with the car was not an option so they cancelled the quote and i had to re-submit. I ordered the same vehicle plus the charger they now offered and was informed by the supplier that I am entitled to a free charger, so i called Ayvens and asked if i could cancel the charger component and they said yes, we will cancel your quote and you can re-submit again. Two months later the quote has still not been cancelled (which they can clearly do with ease as they did it themselves previously) and the car is due to be delivered in the next 4 weeks, still with the original charger. i will pay over £1000 (retail price is a mere £639 so why are they charging a premium for it of more than 50%?) for a charger that i have tried to cancel during my lease. I dread how the experience will pan out over my 4 year lease period

UPDATED REVIEW
Ayvens/Leaseplan have managed to cancel my order and i need to re-submit now, unfortunately the spec of the car has changed with Volkswagen supplying a free upgrade as they rationalise the model range. So, now I find that Leaseplan/Ayvens want to charge me more than the original price because of the upgrade that i didnt ask for, even though Johnson's, the supplier (who have been great) tell me that the price has actually gone down. In summary
1. I actually get to remove the charger from the order
2. Because of the production delay, the car has been built to a higher spec and lower price by Volkswagen without me asking for that (I could only do that through Ayvens)
3. Ayvens have requoted a higher price, based on the upgrade which was coming for free anyway and they haven't been involved in obtaining that for me
4. Had Ayvens dealt with my query promptly, i would have been re-quoted for the removal of the charger option before the car was built and a lower monthly price would have been set and the upgrade would have been applied without further charge
5. Ayvens now want more money than ever for an order that has actually reduced in value.
6. Right now, there is a built car sitting in the docks that Ayvens will want me to start paying for when it is delivered to the vehicle supplier, but for which there is no order in place and I will likely be forced to pay the higher price to avoid legal action. I actually feel quite sick after all this and wish I never heard of them.

I had this car 2 years ago and during week 1 a braking fault happened and the infotainment system goes off about 3 times a week I've taken it to Volkswagen 7 times and the outcome is no faults have flagged up in the cars memory,the brakes jam on with no warning or anything in front or behind the car,you've got no phone no sat nav no radio this car was sold to me faulty now I'm being told it is my phone that's causing the issues and not to use it,this is my second phone which is a Samsung and my previous phone was an iPhone,2 of the biggest phone manufactures in the world.Leaseplan do not want to know and they have also told me that the infotainment system not working is not classed as a fault for the day to day running of the car.BVLRA are not interested either this is because the motor companies invest in them so not interested in the consumer.So now it looks like legal action.

Absolutely shocking service from LeasePlan. There was zero communication throughout my entire experience. I repeatedly chased this company via phone and email — over 10 times — trying to sort a simple mileage increase, and got nowhere.

Things got so bad, I ended up returning the vehicle early just to get this horrible company out of my life. And now, after the car has been returned, I’m being pestered for a payment that isn’t due — despite also receiving an email saying I’m owed a refund of over £300 because I paid for a month I didn’t even have the car.

Which is it?

LeasePlan is an absolute joke. The worst customer service I’ve ever experienced with any company. Do yourself a favour and avoid at all costs.

Me again!!!! Avoid this company at all costs honestly they are beyond a joke.
They can’t get anything right. Just get passed to different teams and then the whole process starts again. I’ve got several ongoing complaints too long to explain, But basically due to there incompetence I no longer have a business. I’m trying to come out of contract early . I haven’t seen our van since the 31st of Jan because it needed to go to a main dealer garage.i don’t even know where it is . It took 8 weeks to get put into a competent garage, it’s already been to 2 , with the work done in 24hrs, over 2 months without a vehicle for simple repairs , which is an absolute joke in its self.
Received a invoice tonight for 7k no other information just pay 7k
I haven’t got 7p let alone 7k. This company is border line fraudulent. If your stupid enough to choose this company don’t under any circumstances opt for their service package its a complete rip off . Unless of course you’re happy to wait 2 months for simple repairs. All I hear is ‘this has been escalated to another team’ must be 20 different teams. After 6 months plus of sending complaints through the proper channels I’ve had ONE phone call in response. Now a ridiculous bill with no explanation.
AVOID!!!

This company have dreadful customer service. It took weeks to get hold of them when we needed their support and from that point on we’ve had no empathy or real help through the situation which has caused us huge amount of stress and anxiety.
Do not lease with this company, absolute nightmare.

Should be renamed FleecePlan UK
My lease on my EV is due to end in November.
If they were to buy 12 months tax today it would cost £0 and will cover the whole of my lease and up to March 2026
Instead they are taxing on 1st April which will cost nearly £200 and they are passing this onto their customers.
The process of taxing the car is very simple but they refuse to do it.

I returned a leased car 6 months ago in immaculate condition. I heard nothing from Leaseplan until I received a legal letter to claim an outstanding debt of c.£200 - an amount for which Ive never had an invoice. When I asked Leaseplan what it was for, they claimed a missing compressor and tyre sealant and sent an inspection report. Their logistics company, BCA, sends someone who stinks of beer to your house to collect the car, and it's then driven by them miles to one of their centres where it is eventually inspected. Anything could happen to your vehicle in between times, and the cost would be down to you - make sure if you have leased a car with this company you take all your photos on receipt of the vehicle and before they drive it away—appalling company. They will take money from you without evidence any which way.

If you’re looking to lease a car I’d swerve this company. They take unauthorised payments for things they have no right to take. Luckily we are rid of them this year. Leased previously with no problems. They’re hard to contact so that in itself tells a story. Companies make commission from the cars being leased you then get handed over to a “finance company” that act unprofessionally and borderline illegally. Located my account as below but haven’t called me when my number is available to them and cite they’ve requested more information from trust pilot when I’ve received none of these. Have emailed them this year so strange they’ve received no emails since August 2024 they’ve still not updated my account with the increased mileage I paid more for.

Had a vehicle on Finance for 5 years, paid on time, serviced every year, paid for repairs, then slammed with a £1,000 bill once returned due to 'scratches' on the vehicle - disgusting treatment for honest, hard working people - Avoid using Leaseplan at all costs - they'll rip you off! Had a response from Leaseplan, stating they follow BVRLA rules! You’d expect a few scratches after a five year period! Shocking service! Managed to find the car for sale, doubled their money overnight! Hope they sleep at night

AVOID AT ALL COSTS
App doesn't work, zero customer service skills and to top it off I was stopped by the police as my road tax had not been paid by LeasePlan, when I called to tell them this they said they would sort it right away by paying the road tax. I lodged a compliant and they replied 5 days later ( you're not aloud to speak to anyone on the phone in regard to complaints) admitting it was their error and offering me £100 Starbucks voucher! For company that has incurred me to be driving illegally with no road tax and therefore invalid insurance this is a joke. I have since replied and I have heard nothing, I am now into my 3rd week of waiting for a resolve!

I've been with leaseplan for a few years now but my experience this time was very disappointing, car arrived dirty scuff marks inside and outside of the car, i paid £30 for a valet on my returning vehicle which looked in better condition than my new car, keep getting invoices for excess road tax on a vehicle which I don't have anymore, very poor service

Off hired a useless Range Rover early as wanted something else. Told by Leaseplan nothing else to pay now they chase for money. Dealing with one person who admits they've made errors but they still automate threats to you regards payments, avoid at all costs customer service is none existent they have no idea what they are doing.

The worst company ever! Do not use. They are utterly useless. Booked me in for a car MOT, told me the wrong date and the car garage was shut for another week. Shocking customer service. Jennifer was incredibly rude and had a seriously bad attitude, raising her voice to me. Kieran seemed helpful but in the end actually did nothing. Not the first issue I’ve had with them. Can’t wait to be out of contract with them. Will never use them again. Need staff training.

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!)