ALD Automotive UK Reviews 

Extremely disappointing customer service. I’ve been paying for a leased vehicle with an ongoing fault for seven months, yet I’m still no closer to a lasting resolution. Once the agreement is signed, it feels like you’re left to fight your own battles when something goes wrong. Endless inconvenience, stress and being passed between companies. One member of the complaints team has been helpful, but overall the experience has been unacceptable. I would think very carefully before leasing through ALD again.

Keira was helpful in the extreme, quickly and efficiently resolving a query over excess mileage charges and an MOT expense.
Thank you; it was a very pleasant customer experience.

I had warranty problems with my leased company car and needed authorisation to speak with Ford to resolve things. Very helpful and detailed respoce. Thanyou for time spent to get all the details right and for forwarding it all to Ford warranty department for aspproval.q

I entered into a hire agreement with ALD Automotive (trading as Ford Lease) in September 2025. What should have been a straightforward vehicle supply turned into an unacceptable seven-month delay, with the car not finally being delivered until April 2026.

Throughout this excessive wait, ALD completely washed their hands of any responsibility. They hid behind boilerplate lead-time clauses while offering zero operational support or accountability for the disruption caused. To make matters worse, because of the prolonged delay, the vehicle supplied fell under a later specification that introduced ongoing monthly subscription fees for core connectivity features that were part of the original agreement.

ALD demonstrates a total disregard for fair customer treatment, leaving the consumer to absorb all the downstream financial and practical consequences of their supply chain failures. I would strongly advise anyone considering leasing through them to look elsewhere.

I spoke to Tallulah concerning extending my late hire.
She was polite and very efficient and arranged this in a timely manner. She followed up with an email later in the day and all sorted.

What a delight to speak to Cheryl M!
Quick, polite & knowledgeable!
Thank you !

Inspection report showed three alloys needing repair. ALD charged for all four, despite inspector stating one was fine.

Good luck ringing the office - they have each caller on speaker in a small space - so you are listening to other calls and team members and it is chaotic and unprofessional.

No clear end of term invoicing, leading to me needing to chase for final bill.

Car was collected later than the date I pre-booked, meaning it sat on the driveway awaiting collection, and more time spent waiting in for them. To add insult to injury they then invoiced me for another month, as they had failed to collect it the month prior as agreed. This was then waived - but I had to ring to advise them of this.

All in all a pretty poor experience, and I would not use ALD again or recommend them on the basis of the above. Proceed with caution.

The original car hire and car were fine, four years of decent motoring. However the end of the lease has been shambolic and stressful with some of the worst customer service experience I have ever seen. The third party company clearly told in writing the car would be collected on or before the end of lease date. When this came and went I reached out to them and ALD. ALD would not accept any responsibility for the communications, and insisted it was my fault it had not been collected as I had not contact ALD, despite the third party broker clearly stating they would be in touch in writing. The car remained on my drive for 3 weeks, I had to pay for an MOT and short term insurance as that expired post the lease finish and ALD are trying to charge for nearly a months additional lease when I have been chasing them for collection. ALD clearly have no customer service process for collection and deliberately aim for the customers to miss their lease dates by not contacting them and then charge them. A simple reminder email (to the same email they manage to send invoices and comms to every other month) would allow for a pleasant customer service journey on pick up. I would not recommend this company, I think they fall well below what should be expected when it comes to customer service. Appalling experience.

This was an ongoing problem for 2 weeks , but my faith was restored today by one person only , Meg, she managed single handedly to rectify a problem that was no fault of our own in one day. I had been speaking to ALD for 2 weeks and was told I’d be updated , I reached the point where I wasn’t expecting any resolution and then Meg answered the call. From that minute on I could tell I was being listened to. She emailed , phoned , communicated throughout the day and even called regards the final resolution. Job done by this little superstar . Amazing work Meg well done x

Superb customer service from Sophie. Exceeded my expectations

Shelley was really helpful and quickly and professionally resolved my worries and actioned all for me . Thank you

Polite and easy to talk to. Told me all I needed to know.

Lease car ast 36000 of which the Ford Motor company warrants 3years or 36000 mile, major fault repair required on AWD ( all wheel drive) ALD claim this was is part of a Non Maintained agreement, Ford have agreed this is not normal wear and tear and would not be expected to fail at 36000miles.
Als have refused to assist or contribute to the repair of their vehicle, the responses and administration at this company is appalling
Unfortunately ALD will constantly send mail that is inaccurate or someone else has picked up replying to mail that has been superseded
I have now issued all the documentation for a claim against ALD

I personally will not use this company again and would give zero stars if possible. Had a Polestar 3 from them in March 2025 . Since then it has been off the road for over 12 weeks for a multitude of issues and now will be off the road for a further 10 weeks . I have requested that the contract be cancelled but they say I have to either wait for my car and continue to use my car when it is repaired or cancel my agreement and pay £6800 early termination !! I am now taking legal advice and passing the information on to the FSA and BVRLA.

Sadly like some other customers I was let down by the return condition inspection.
I leased the car for 5 years and had no bumps accidents and looked after the car well.
Returned it with extremely low milage under 16000 miles I could have send it back with 40000 miles with no charges .
On returns day I waited all day , and the inspector arrived at 9.30 pm to collect by that time it was pitch dark so he used a bright light to inspect the car.
Of course every scratch stood out a mile , so when the report was handed in I received a charge of approximately £550 .
None of these scratches were due to anything other than bushes or people rubbing against the car . On two had broken the outer paint and theses were inside door frame and around wheel arch .I complained but they with held the report and reduced it to Approximately £450 .
My fourth car that Iv lease and the first that Iv had these charges . The company changed over from lease-plan to ALD during the last year of my lease wish id send it back then .
I’ll pay it because I’m a decent person but would recommend you think really carefully about leasing from this company ,as I certainly will never lease from them again .
I felt that I’d been conned and that it would be impossible to lease a car and not have any scratches after 5 years .
They produced fair wear and tear leaflet but I think the criteria for fair wear and tear is very strict. Please be aware of this before leasing a vehicle you’d need to wrap the car in cotton wool to achieve the standard stated .
I think I’ll try the ombudsman and see what they say because I’m so annoyed.

Shocking customer service over the phone, patronising and just rude. Phoned with a query and been treated like I'm waisting staff members' time.

Agree with many of the negative reviews on here.
2 cars leased with them. Both returned in similar condition looking at both inspector reports. One no end of lease charges, the other a bill of over £400. The car had only done 10,000 miles out of the expected 40,000 due to ill health and other issues.

2 completely different experiences. The aggressive emails received over the last 2 weeks have been appalling.

I would avoid this 'internationally renowned' organisation at all costs.

Horrible experience.

Leased a used car and had nothing but issues with it from the get go. There was clear evidence the vehicle was supplied on wheels which were marked "DO NOT FIT" upon these becoming an issue ALD have rejected all liability with the complaint completely stating their internal refurbishment team carried out no refurbishment work and so can't uphold my complaint!

I would not recommend this company at all and have had the vehicle over a year now on average it had been to the garage once a month which absolutely unacceptable and excessive Its not like the car is old and high mileage.

Taken to FOS the fact they have no evidence of any defective wheels isn't good enough when it's clear the markings are there. Lead to a ~£4,000 payment I am apparently liable for fixing now.

Customer care aka the person on the line. MS C thank you.

Helpful, clear and prompt assistance given by Sam…very happy