Below are some answers and explanations to some frequently asked questions, to aid you in the purchase of a vehicle.
What are your opening hours?
We operate by appointment only Monday to Friday, and Saturday mornings. Daylight dependent, we offer evening appointments during the week. Appointments are generally offered a minimum of 24 hours in advance, to allow us time to re-arrange any vehicles in the yard, and ensure the vehicle is clean for your appointment. This does not apply to vehicle deliveries, which will be arranged individually with the customer.
Do you offer delivery or click and collect?
Yes we do. See our Delivery page and prices for more information. Both click and collect and delivery orders can be placed online. We will contact you to arrange a suitable collection or delivery date.
What warranty do you offer?
Unless otherwise stated, all our vehicles include warranty cover as standard. We offer five different levels of cover - Silver, Gold, Gold Plus, our own Prestige cover and Platinum, ranging from 3 months to 3 years. See our Warranty page for more detail on the cover levels and terms.
Some vehicles will not include warranty, which may be due to age, mileage, condition or overall value and will be advertised on a trade basis, sold and tested as seen. On these vehicles a limited warranty will be available for purchase.
What and why is service history important?
Evidence of service history is essential to prove critical components of the car's systems have been regularly inspected and have had disposable parts and fluids replaced on a regular basis throughout the car's life. Some of the key components include oil and oil filters, air filters and fuel filters.
Whilst some vehicles use long-life oil, we consider vehicles with evidence of servicing every 15,000 miles throughout their life to have full service history. We consider either an engine oil or transmission oil service to be a service. Whilst it's no big deal if a car has missed a service or two, any more than two missed services risk damaging some of the car's delicate mechanical and electrical systems, which may not appear until several years later. This is why vehicles with full service history do and should attract a higher price than those without, and we recommend buyers only consider vehicles with a documented history of servicing.
As vehicles get older, we recommend an oil and filter change every 7,000 miles. If a service is due on any of our vehicles, an oil and filter service will be included in the sale free of charge. You may wish to consider upgrading your service to a Full or Major Service, or have your vehicle serviced before collection or delivery. See our Servicing page for more details.
Are you a member of any Trade Bodies?
Yes, we are Accredited by the Motor Ombudsman and follow their codes of practice. In the event of dispute, customers can also use their impartial services.
How can I pay?
We accept card payment, bank transfer and cash for additional services such as extended warranty, delivery, servicing, Cherish My Vehicle services, and extra keys. We accept bank transfer or cash only for vehicles themselves.
We can also offer finance as an introducer through Jigsaw car finance. Please click here to get a representative example. if you apply to finance, please be sure to email us first to let us know and which vehicle, so that we can track your application.
What warranty is included with my vehicle, and can I upgrade?
The level of cover included as standard varies by vehicle. The warranty type, length and level of cover included with a vehicle can be found near the top of the page for the vehicle you are looking at. Buyers can use the dropdown box to extend the term or coverage level to up to 3 years. The price will automatically update to reflect any options selected. Buyers are responsible for ensuring the warranty cover with their vehicle meets their needs and requirements, and the dealer shall carry no liability for incorrect choice or insufficient coverage. Full information about the comprehensive warranty products on our vehicles, including warranty terms can be found on our Warranty page.
Some vehicles will not include warranty, which may be due to age, mileage, condition or overall value and will be advertised on a trade basis, sold and tested as seen. On these vehicles a limited warranty will be available for purchase.
I wish to buy online, but want to make sure I know what I'm buying?
This is where we can help. All our vehicles include a 115-point mechanical inspection and a condition report, each available online, to give you full transparency over what you are buying. Our vehicles have plenty of photos and a walkaround video, and we are happy to arrange a virtual viewing through a WhatsApp video call. We do however request buyers visit and view the vehicle in-person at some point during the sales process. This is so that you have full opportunity to view the vehicle, and so we can validate your identification.
Are vehicles mechanically inspected?
All retail vehicles undergo a visual mechanical inspection and road test as part of a 115-point inspection report. Anything identified requiring repair gets undertaken, and parts such as tyres or brakes deemed wearing but not requiring replacement will get noted for awareness to the buyer. The report is comprehensive and covers the car underbody, running gear, engine bay components and vehicle interior, as well as a test drive. A copy of the 115-point inspection can be found in the description for each vehicle. Very few car dealers perform such an activity.
Can I cancel?
Please see our Terms of Business for more information under which circumstances you may cancel. Our terms are in line with requirements and guidance set around the Consumer Rights Act and Distance Selling Regulations.
What's does a warranty cover me for?
A warranty is really important, because it is your safety net against premature failure of vehicle components. We encourage all buyers to consider which warranty best meets their needs and requirements, and we advise all buyers to consider the Platinum standard level of cover, as it is our most comprehensive. Please see our Warranty page for more information. A warranty isn't a replacement for vehicle maintenance that would otherwise be reasonably expected. The Motor Ombudsman defines the differences between what to expect to be covered and maintenance the buyer of a used vehicle will be responsible for.
Whilst the warranties we provide are very comprehensive, and we would recommend any buyer consider the Platinum level of cover, buyers of used vehicles, especially those over 5 years and/or 60,000 miles should expect wear and tear and deterioration of vehicle parts, and this does not constitute unsatisfactory quality or a mechanical or electrical failure with the vehicle. We also provide a 115-point inspection report with every vehicle to address any repairs required prior to sale, and help make buyers aware of upcoming maintenance. Parkers Guide offer great tips on how to appropriately maintain your vehicle.
Can I part exchange a vehicle?
Yes you can. Please visit our Part Exchange page for more details. We request that you complete an Appraisal Request. Whilst we endeavour to beat any quote from a car buying service (such as WeBuyAnyCar), you will need to provide evidence of a full appraisal - the value offered by such services reduces significantly once you enter details about service history, keys, previous owners, and body, wheel and interior condition. Please expect any car buying service to actually offer around £1,000 lower than an initial online quote (and also take this as a warning).
We offer a Part Exchange Promise and will strive to match any written appraisal or offer on the vehicle. There are also no admin fees or hidden charges.
What do I need to do?
As the buyer, you are responsible for taxing and insuring your vehicle, and ensuring it has a valid MOT. In accordance with Warranty requirements, you are also responsible for ensuring the vehicle is maintained according to manufacturer recommendations, is kept in a good state of repair, and is serviced as required at a VAT registered garage. Not doing so may invalidate any warranty. It is also advised you have adequate breakdown cover on all vehicles you use.
Complaints
We operate in accordance with Motor Ombudsman codes of practice. Complaints must be in writing by letter, to our registered office (Unit A, 28 James Carter Road, IP28 7DE). If the complaint is about a vehicle, buyers should check whether the information was available to them prior to sale, and if what they believe to be a fault was obvious, and would have been reasonable to have noticed it on examination before buying. The buyer should also have reached a Final Response with their warranty company, and read Motor Ombudsman guidance around wear and tear of vehicles to confirm whether there are reasonable grounds to raise a complaint. Once a complaint is deemed to be valid, we follow the Motor Ombudsman complaints process. We have 8 weeks to provide a final answer, at which point you may raise a case with the Motor Ombudsman or an alternate recognised dispute resolution service.
