ALD Automotive UK Reviews 

Really helpful, took time to explain options available. Thank you

Brilliant advice and knowledgeable person on the end of the phone not to mention very friendly! Got the answer I needed in quick time.

Katie was really helpful , was able to answer all the questions that i had prepared and anything she couldnt was later presented in an email . All my concerns were 'put to bed ' and now ive been able to plan ahead
thankyou

The original hire of the vehicle was good. The returns process was awful. They dramatically increased the early termination charge and then added excessive charges for minor damage on return. Throughout the process they are slow to respond and there is zero transparency on why such large amounts are charged.

Absolutely appalling customer service and complaints handling.

After returning my lease vehicle, ALD charged me £1,250 for allegedly missing service history. When I obtained duplicate service invoices from the garage that had serviced the vehicle, I expected them to review the evidence fairly. Instead, they simply found another reason to reject it, claiming the invoices were invalid because they didn't include the mileage.

It felt like the goalposts were moved. The issue went from "there's no evidence the car was serviced" to "we won't accept the evidence you've provided." At no point did I feel there was any genuine attempt to reach a fair outcome.

I also explained that the service paperwork had been handed to the collection agent when the vehicle was returned. Rather than investigating what happened to it, ALD simply stated that nothing arrived at their depot and dismissed the issue entirely.

The complaints process felt like little more than a box-ticking exercise. Every response appeared to defend the original decision rather than objectively reviewing the facts. Once they had decided to charge me, it seemed there was no willingness whatsoever to reconsider the evidence.

The final response simply directed me to the Financial Ombudsman Service, which says everything about how seriously they were prepared to engage with the complaint.

My advice to anyone leasing with ALD is simple:

Photograph every document.
Email your service history before collection.
Never hand original paperwork to the collection driver.
Be prepared for a lengthy dispute if anything goes wrong.

Based on my experience, I have completely lost confidence in ALD Automotive. A company that prides itself on customer service should be looking for fair resolutions, not technical reasons to uphold significant charges. I will now be taking my complaint to the Financial Ombudsman.

Went to court over a manufacturing fault on my kia sportage. Got full service as per kia requirement. Ald in small print indicate the car needed to be serviced through certain garage. Kia was new. Ald offered no assistance and were recommended through kia lease

My car lease was taken over by ALD a few weeks before I was due to return it. It has been a nightmare. They failed to pick it up so had it for an extra two weeks then turned up four hours early to collect it when I was in bed. The person that collected fooled me into signing a report that had damage that wasn’t there under the pretense that the report was ok only to be hit with £500 that was taken by direct debit without my permission. They are now chasing me for the £500 as they say they don’t have it. The car was in perfect condition. One star as the staff I have spoken to on the phone have been very apologetic and said this has been a terrible experience, my complaint was not upheld. Avoid!
UPDATE 8th September - immediately after posting this review I was contacted with a £100 goodwill credit. However I still had to keep calling to get the money I had paid onto my account. Two weeks ago I was assured that the refund was on the way and gave bank details. I’ve emailed today ans no refund has been received and been asked what the refund is for so back to square one!

Excellent customer service through out the lease process

Highly recommend Chris and team! The overseas team and customer service helped me with an issue super fast! Thursday the 16th I didn't realise I needed to submit my trip 28 days before departure and my previous documents had ran out. The team managed to get my documents to me the very next day with plenty of time before travel! Absolutely amazing response and service and I couldn't thank them enough for putting my anxieties at ease. Thanks so much ALD team! :)

I needed 4 vehicles at very short notice, between Lombard Vehicles Solutions and ALD I secured brand new cars to a high spec in just 4 days. Everyone was so helpful. I can highly recommend

Sam was an extremely helpful and quick responding young man

I have dealt with many different Leasing companies and finance companies during my 20+ years of Leasing and this is sadly the worst experience I have ever had.
I am truly appalled at the ineptitude I have faced every step of the way from the advisors I have dealt with. For example, I’ve received three responses to a complaint, all with different outcomes.
I have been met with utter disregard over the fact they were about to assign my cherished plate to some random person I had no knowledge of.
Absolutely disgusting “customer relations”.

My advisor today was very helpful.
She dealt with my enquiry efficiently.
Infact she gave me much more information and was extremely knowledgeable

I cannot even describe how eager to help Alin N was. Their knowledge and politeness made something that was initially stressful very easy and he even sorted several other issues. Can't rate highly enough. Clone this guy and staff your call centre with them

Ruhan was very helpful and sorted out my problem with no hassle at all, thank you!!

I spoke to Ruhan M today. He was excellent. Professional but very friendly and courteous and he fully resolved my query. He is a credit to your company.

Paul was very helpful and patient, explaining my end of contract options clearly.

Excellent service by ALD.

I was unsure of the procedure with regards to transferring my cherished plate.

I spoke with Cheryl who was absolutely fantastic. She talked me through the procedure and put me completely at ease.

Cheryl is a great asset to the company and I appreciated all her help.

Thankyou

Cheryl took a lot of time to fully understand all my questions, and give me detailed and excellent information and options. All with brilliant energy and customer service. Really appreciate the great service, thank you.

I wanted to extend my lease on my car with ALD for another year spoke to a girl named Katie , I have to say she was absolutely amazing, , I explained to her I was getting on in life . She was so polite well mannered and very professional I totally felt at ease when she helped me . Well done Katie 👍