Additional support
If illness or injury, medical conditions, home life or financial worries mean you need some extra support, we’re here to help.
We know that life can sometimes make it difficult to manage your financial commitments, whether that’s short or long term. We’re committed to ensuring all our customers have a positive experience that’s suitable for their needs.
How can I tell you if I need additional help?
You can tell any Arval team member at any time when you’re dealing with us. Or you can contact us directly to let us know, by calling 0345 266 5017 (Mon-Fri, 9am-5.15pm) or emailing us at customerservices@arval.co.uk.
We’ll ask you some questions to make sure we understand your needs and – with your permission – make a note of this so you don’t have to tell us again.
What sort of help can you provide?
As everyone’s circumstances are different, we’ll talk to you to better understand your needs, so we can work together to find the best solution. This could include communicating with you in a different way, talking to someone else on your behalf, or suggesting other organisations who may be able to support you.
If you’re worried about money, there are lots of options and we're here to help you find a way forward. You can find out more about what to do, and how we may be able to help, here.
If things change, just keep us updated by calling 0345 266 5017 (Mon-Fri, 9am-5.15pm) oremailing us at customerservices@arval.co.uk. We’re always here to help.
We will only store the minimum information we need to make sure we can continue to provide you with the right support. We will always ask before we record any information, and won’t do so without your permission. For example:
- We can record if you are currently affected by a long or short-term health issue and how that affects you, but we will not record specific details of any illnesses
- We can record that you are experiencing certain life events - such as retirement, bereavement, a sudden change to your income or personal circumstances, whether you have caring responsibilities, or any other significant life event
- We can record that you are experiencing financial difficulties, whether temporary or longer term
Along with this, we’ll record the type of support you need – for example, English language support, or to only communicate via email.
Access to the data we store will be restricted to Arval employees, so they can help you to manage your Arval contract.
We may sometimes need to pass on information to third parties who work with us to provide our products and services, but we will only share this when it is needed for them to support you.
You can find out more about how we store and use personal data here.
We will always ask before we record any information, and won’t do so without your permission. If you would prefer us not to make a note of the support you need, you may need to tell us again each time you interact with us.
If you change your mind, and no longer want us to store information you have previously told us, you can let us know by calling 0345 266 5017 (Mon-Fri, 9am-5.15pm) or emailing us at customerservices@arval.co.uk.
If you have any further questions, or want to talk about how we can help you, please contact us by calling 0345 266 5017 (Mon-Fri, 9am-5.15pm) or emailing us at customerservices@arval.co.uk.
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