ALD Automotive UK Reviews 

I’m in the process of buying a vehicle from ALD. Up until this morning the process was a bit drawn out, all a bit ‘Meh’ - that was until this morning when Tyler A took the bull by the horns and actually decided to hurry things along a little bit. It’s so refreshing when someone actually goes above and beyond when they’re employed to do. So Tyler - thanks very much. You’ll go onto bigger and better things if you carry on this level of service. Cheers.

Excellent support from the gentleman who took my call. Explained how I could extend my lease and guided me through the process

Absolutely shocking organisation

We had three vans in fleet, problem after problem after problem. first issue we extended by 12 months failed to extend two out of three vans but failing to read page 2&3 of a three page document.

December last year gearbox failed on a van and no gearboxes stock from ford was available took two months to get the van returned given it couldn’t be repaired as they refused unless it was driveable.

Tried to return the final two vans at the end of the lease giving 4.5 weeks notice of when we needed collection. Didn’t turn up for first van collection rebooked 4 days later after MOT expired. Second van was booked for MOT and Ford Lease / ALG cancelled the MOT and didn’t authorise it with no notice day before collection was due, then charged us for the cancelled collection as they were sending a driver and would load both vans in same low loader , then charged us for late hire x 2 because they’d collected after the termination date, but charged us for 3 days after vans had been returned. promised credits of full invoices 2.5 weeks ago and a compensation payment of £250 for their failure 12 days later and we have now received 2 x invoices for non-runner collections of the vans as they had no MOT 30 days after they collected them. 3 vans three disasters- if I were you I’d use a different fleet company as these people are incompetent to the highest level, you can’t speak to anyone on the phone , promise calls back , you’ll spend hours trying to speak to anyone only to battle with their Incompetence over and over and over until you’re on the edge of a coronary! Absolute Joke of a company still not resolved 6 weeks after end of contract…

ve had my lease with ALD for the past four years, and it has been a genuinely hassle-free experience from start to finish. As this was my first private lease, I was understandably a little nervous, but the team at ALD quickly put my mind at ease.
On the few occasions I’ve needed to contact them, they’ve always been friendly, professional, and dealt with everything promptly and efficiently. Tallulah, in particular, has been exceptionally helpful throughout—always polite, professional, and a pleasure to deal with.
The time has now come to return my vehicle, and I’m hopeful that the handback process will be just as smooth as the rest of my experience.

Brilliant customer service. Thanks to Keira for answering all my questions .

Customer service very polite and helpful with my enquiring about end of lease options
The lady I spoke to Catalin M who took my call explained my options very clearly and patiently and for a customer this says a lot about about the company

I had a few questions to raise regarding our contract today and found myself speaking with a very pleasant helpful fellow called Chris.
Everything has been very straightforward throughout the term of the contract and Chris answered all my questions perfectly, to keep us running online. We would not hesitate to use this company again.

People are quick to complain when things go wrong, but I want to take a moment to recognise the outstanding support I received from Nick Flitter. Having dealt with a lot of customer service departments recently, it’s rare to come across someone who genuinely believes in helping customers out - but Nick absolutely does.

From the moment he picked up the call, his manner was calm, polite, and reassuring. What really set him apart, though, was his willingness to take ownership of the issue rather than simply pass it on or repeat scripted lines. He listened properly, understood the situation straight away, and made it clear he was going to get it sorted. And he did.

He was professional, friendly, and genuinely committed to resolving the problem rather than just closing the conversation. After weeks of dealing with slow replies, missed details, and departments that don’t communicate with each other (I'm looking at you Biffa Waste), speaking to someone who actually cares about getting things right was a breath of fresh air.

Nick is exactly the kind of person every customer service team needs.

Professional, patient, polite response to my queries. Solved my issue by going the extra mile.

i had to ring to query a problem relating to my leasecar i found the young lady phoebe was very helpful and she appears to be actually listening to what i was saying, Phoebe made me feel comfortable talking to her and i feel quite happy when she explained what had happen and she put my mind at rest she is a asset to ALD

Still waiting for my refund for a late hire charge that I was hit with, despite returning the car 2 days before the lease ended and despite ALD confirming this. They weren't able to stop the payment being taken from my bank account, but I was told I would receive this refund within 2 weeks of it being wrongly taken out (on 15 June), ie refund due by today. What a surprise! No refund yet! Fed up of chasing this company and getting nowhere. If anyone at ALD reads these reviews then please note that my next email will be to the Ombudsman.

I see ALD have just responded to this review asking for more info. I included my car registration in the private information when I posted THIS review earlier today, also in PREVIOUS reviews and also in several emails and phone calls.

Also, I cannot provide information through the Trustpilot "Information Request" ALD say they have today sent me, as I haven't received anything to respond to!!

We had a Vw car on lease for 7 years with Ald Car Finance. 3 contracts 4 year, 2 year and a 1 year. Over this time we found Ald Finance Lease excellent. The staff are excellent, helpful, and knowledgeable. Different departments all work well. No need to speak to managers. Well trained. Good decision makers. Well done to Ald management for staff of such high calibre. 3 people in particular stand out to us namely Kyle B in Finance, Chloe in Car return, and Sam.
Thank you so much.
If you can use Ald car Finance and if you are genuine people you will not go wrong with them. Very fair 5 star. Thank you Doreen C

Cheryl M was a delight to talk to today. She explained the entire process in great detail. Excellent!

The help desk are exactly that, really helpful. Katie G answered all my questions, she was polite when asking me if I minded being put on hold when she wants to find the correct answer. She was extremely quick.

End of year lease options was made very clear. Cheryl was brilliant.

Absolutely the worst lease company my lease was up in February and I had a customer wanted to buy van sent all information to ALD I have done all chasing phoned every week and they still haven’t been in touch with buyer or myself just keep saying it’s with the finance team .then I have had a e-mail saying they are going to charge me for van 😡if they do I will be taking legal advice .i wil try again tomorrow 🤔lucky to have one star

I really wanted to like the way this company does business.

We had a Mazda2 hybrid for 3 years. The odd scuff and scrape was always repaired by their own approved people.

The car was collected - I provided a new front numberplate because the front had cracked. I had the car polished and valeted - it was well looked after (as it was never 'our' car. I'd read the bvla regs closely to understand where my rights sit on return.

The friendly lad who spent 30 minutes inspecting said there'd be no charge (it was immaculate!)

This morning I got a final, surprise invoice for £207. Titled as "default" - a misuse of set fca financial services language. This is after receiving notice of release from the agreement.

The charges were for bodywork that had already been signed off upon inspection. No interior / tyres / maintenance - just bodywork and number plate charges. The very number plate *i* supplied!

I won't use ALD again - we were paying 30% over the odds for the car by comparison to later deals. On a recent service ALD would not approve *warranty* work - a knocking track rod end as a known fault with these cars.

It feels like a last grab at some cash. Which of course how it looks given we'd signed their condition report showing the car needed no maintenance.

I'm sure ALD have their own view on this but as a customer, and one who understands the BVLA reasonable wear and tear rules well, it's my opinion you cannot trust a leasing company that says we're finalised and complete only to send an invoice.

We went pcp on another newer version of the same model directly from a manufacturer dealership - £100pm cheaper and the final payment was £4k cheaper than ALD quoted me to buy the car. So, I don't recommend ALD and Select Car leasing who arranged the deal then "transferred" the account to ALD.

That's the last time I consider this group of companies. Be warned - I think it could have been far worse if there was any actual damage. There wasn't.

Car leasing seems to opporate with the BVLA regs as an optional thing. That's not how to conduct a credible business, is it.

Edit: June 28th 2026. Noone has contacted me from ALD. That car was in very good condition. Good luck with your returns!

Shelley is very polite and professional, I informed Shelley of all the facts regarding the vehicle and the problems I have.
Shelley had some very good ideas on how best to move forward I agreed to Shelley's ideas and look forward to future correspondence regarding this matter.

Kind Regards
Dave Hughes

My experience was amazing. Lorraine Summerhaye dealt with my concern as an individual (person centred focus). Response time was excellent and addressed all of my questions. Excellent business to do business with.

Absolutely terrible company to deal with, after selling my lease vehicle to Webuyanycar on their behalf and being entitled to 98% of the sale price I am still waiting for my overpayment refund.

Payment from Webuyanycar was made on 22nd May, I have been lied to every time I’ve called saying that the payment has been processed and to expect it in a few days and everytime I call I’m told a different story.

Spoke to a manager yesterday who said he would chase up and copped out by sending an email just after 5pm saying he hadn’t been able to get an answer.

I am due £4142.28 and there’s no sign of this being returned to me, we are now on day 21 since the payment was made to ALD and still no definitive answer.

AVOID THIS COMPANY

UPDATE 15/06/26 - Still no refund, been promised on 16/06/26, however amount quoted is short by £89.01, been offered an additional £100 compensation payment (verbally).