LeasePlan UK  Bewertungen 3’447

Awful customer service. I purchased the car rather than returning it on 1st Aug. Leaseplan continue to invoice for the wrong dates and take your money even after the purchase. I queried my August invoice before the money should have been taken to rectify it, but they did not do this. The V5 form is incorrect with the wrong acquiring date and the team didn’t even know when the vehicle was purchased internally when trying to resolve the issue of multiple invoices, charging me in arrears for leasing when the vehicle was already purchased.
I was told I would get a manager call back, I was told I wouldn’t receive any further invoices yet it continues. They even said they will pop the invoices on hold, which they did not. Being lied to is not ideal and unacceptable to be taking money which is not owed due to Leaseplans internal errors.
They also continued to ‘remind me’ if I wanted to purchase the vehicle or must return it after the purchase date.
This is not good customer service, taking money which is not yours to take all because of internal admin errors. I’d appreciate the a call given that was promised to resolve the matter.

Absolutely shocking service. No one calls back after promising to, no one takes responsibility for any issues. I've had ongoing issues for a year and leaseplan buries their head in the sand hoping I give up. I've had to spend hours chasing replies while working full time,studying and sitting exams! I will be contacting the financial ombudsman as leaseplan have let me down on more than one occassion, and failed to resolve my complaint in timely manner. Avoid at all costs!

2 weeks on and still no contact. Can't say I'm surprised..Awful service. Even when they get it so wrong they fail to rectify any mistakes..Save your time, energy and money and go elsewhere!!.

Trying to get an MOT and recalls on car sorted. Having been "bounced around" between Leaseplan and garages it got raised formally at a weekly contract meeting and Leaseplan call me straight away and "sort" the issue. Unfortunately when I call the next day to say no email booking from them I'm still booked in after the MOT is due, with no courtesy car, no fixing of the recall issues one of which is an instant MOT failure! Raise a complaint to be told they cannot guarantee anyone will call me to discuss/resolve. Poor customer service, no notes on files and no hope of resolving. Wish I could leave a zero star review. Not surprised at all as unless it is to get tyres replaced Leaseplan have yet again managed to offer poor service.

The two colleagues at Leaseplan I have liaised with over the last 2 days, Mark Morris and Abdul Qadoos have been exceptional in getting our request dealt with and sorted in the shortest possible time. Quick communication which has been great.

Overall a good experience having help from Abdul Qadoos to source a rental whilst my lease vehicle was off the road waiting for repair. Only constructive feedback is I was bounced around different departments a number of times over the phone before able to get through to the right department, the rental line cut-off on 3 separate occasions when they answered the phone but I managed to get it sorted. Updates via Text and email were regular, very helpful!

Haaris Sadiq from Lease Plan was extremely helpful and patient with all the queries I had yesterday, I felt comfortable asking him whatever I needed to know about the Salary Sacrifice Scheme and I even wish to be put through to him always going forward, This is an excellent asset to your team with flawless customer service skills and I hope he gets recognised and rewarded accordingly.

The prompt replies to my emails are excellent from Kiran Singh
Thank you

SHOCKING - BE Aware of incorrect LeasePlan documentation.....
We not only ended up with a car we could not use because it came to light LeasePlan's documentation was wrong (we could not use the car until this got corrected) LeasePlan insisted it was 'our' responsibility for LeasePlan's admin, which I find unbelievable you also have to try and do this with a contact centre that you have to wait forever to answer and each time start over again not to mention being told 'you need to call a different team' yes my fault to the failure of internal communications.
Because of this we also could not return the car at the end of its lease while the matter was sorted. Only for LeasePlan to try and charge us for the delayed collected, a collection we had to keep chasing them to come and pick the car up for months and yes meaning we had to pay for extending the insurance on a car we could not use !!!
They also ignore the industry recognised definition for fair wear and tear. When it eventually got collected they wanted to charge for rain dirt due to the car having been sat unused for weeks. We got this noted on the return documentation but sure enough they ignored the notes and are trying to charge us hundreds of pounds for this.......
Policy is 'customer is responsible' including for internal LeasePlan processes

Been trying to contact Lease Plan bit their app says to contact Hippo and gives their contact details, but Hppo say to contact Lease Plan. I try to login to the Lease Plan website but Lease Plan don't recognise the number plate of the car I lease from Lease Plan...... How the hell do I contact Lease Plan?

I am always the first to complain but I’m also the first to praise when something is done right. LeasePlan incorrectly charged me £30 back in may and it’s only just being refunded!! After lots of chasing.

I spoke to Kiran Singh this morning to chase this and it’s finally sorted!!

Thank you

Very efficient, good communication was maintained throughout, and the process was timely. Hardeep was a pleasure to deal with.

I emailed LeasePlan on 2/8/24 regards a £40k+ transaction on my account dated nearly a year before I was a client. On 9/8/24 I received a reply from an Ahmed Zorgui which didn’t address the issue and missed the point (conveniently?) completely, he ended his reply by leaving it with me if I wanted to take it further!!!. I replied the same day with proof of the transaction. No reply so I emailed again on 26/8 asking for a reply by 28/8/24, no reply so I emailed again today asking for a reply.

My initial contact with LP was extremely difficult, and stressful, LP constantly engaged, when answered passed to other departments who promised to call back but never did, which giving a very poor & negative facet. I was at my wits end and managed to make contact with Lisa in Customer Care who enabled me for the first time to put forward issues that that required resolution, an then directed to Gerry in the "Carpteam" with whom I made contact reviewed and resolved the long outstanding issues in a matter of hours which restored my experience from negative & suspect to that of a expected of and international and first class company

Really helpful representative today who was able to help me out very quickly. Ideal.

Excellent Customer service and I would like to call out Toni in the UK Customer Service Team! If only all Customer Reps were as good as Toni!

I have found everyone i've dealt with to be very helpful and able to answer all my queries quickly. Paula was extremely helpful and stayed in regular contact with me during my final order stage and communicating with the car dealer. Also found Alex and Toby very helpful during my initial order stage.

Portal been down for days. Anybody like the company doesn't want you to get a leased car. Phone support terrible, they have no idea when it'll be up.

Toni was absolutely fantastic. She went above and beyond and that personal touch, made everything simple and reassuring. Thank you!

I had a lease van which was sold in September last year since then I have phoned on several occasions getting absolutely nowhere the amount I'm owed is £240 pounds and it's disgusting that no matter how hard I try how many phone calls I make I just get fobbed off my name is Peter Lonergan an the case ref number is 2

Recently returned a lease vehicle I’ve had for 3 years through my role as a community nurse in the NHS…. Absolutely shocked at the amount of money I’ve been charged for ‘damage to bodywork’ on return of the vehicle… I’ve been charged £550 for minor scratches (barely visible - I wasn’t even aware they were there!) that reportedly exceed the BVRLA fair wear and tear guidelines and needed repainting. The photo evidence is poor, half the photos are blurred and I was told by the person who collected the vehicle that the condition of the vehicle was fine and there was nothing to worry about! I sent the car back 2 months ago in June 2024, 4 months early prior to the end of the contract, I paid the early termination of contract fee of nearly £300 and the car went back 13000 miles under the estimated mileage for the 3 year contract! I’ve had lease cars for 12 years with various different companies and this is the first time I have ever been charged for minor damage like this!!!
Service is also poor - when the car went in for a planned service earlier this year (booked on my day off) LeasePlan took so long to authorise the work that the garage had the car for 48 hours and I actually couldn’t go to work the following day! As a community nurse my car is essential to visit patients!
Currently in the process of contacting LeasePlan to appeal the charges. Would not recommend LeasePlan to anyone!