What can you expect from us:
When you visit our website:
We will keep the information on our website up to date and we will make changes where it is found that it does not accurately reflect our business practices or where it does not comply with advertising rules.
When you apply for car finance from us:
To make it easy for you to tell us that you are interested in getting finance and buying a car from us you can complete a simple application form by clicking on the "Apply Now" or the "Submit" buttons on our website. You can do this anytime of the day or night.
Alternatively you can contact us directly during office hours by calling our freephone number.
If I apply online does this mean that I am committed to buying a car?
Absolutely not, in fact until you have signed the loan agreement and taken delivery of your new car you are under no obligation whatsoever to buy a car from us. This means that you can ask us to cancel your application at anytime without giving us a reason.
What happens after I have applied online?
We will contact you by telephone (during office hours) to discuss your application. Our call centre staff are friendly and well trained, they will only ask you questions that will help them to get you approved for your loan. If you are busy and we cannot contact you then we will send you an email or SMS to let you know that we have tried to get in touch. If this happens, when you have a few minutes call us back and we will get your application under way.
Can I ask questions?
Certainly, we would encourage you to ask us all the questions that are important to you because buying a car is an important decision and we want you to be fully informed.
You will find that our staff are very knowledgeable and will answer all your questions.
Once we have all the information that we need from you we will contact the lender to ask them to approve your loan.
Where you have regular income because you are employed on a PAYE basis or you have regular benefit income then we usually get a quick decision.
If you are self employed or an agency worker it is not unusual for the lender to ask for more information, they may even ask to see your recent bank statement. Don't worry though, we will do all the leg work and do everything we can to get your car loan approved with the minimum of fuss.
What happens if I get declined?
If we cannot get your loan approved we will notify you as soon as we find out, by email and SMS. You are entitled to know which credit reference agency the lender uses. If you want to know this information call us we will be glad to let you know Tel: 0800 032 6613.
What happens if I am accepted?
When we receive your car loan approval we will contact you immediately by telephone to give you the good news. If we can't get in touch with you we will send you an email and SMS. Call us back when you get the message.
Once you're approved for your car loan you can now plan a convenient time and day to visit our local sales depot to collect your new car. Remember that all of our cars are ready to be driven away the same day.
Making the appointment to buy your new car:
We are open Monday to Saturday so you can book an appointment at a time that is most convenient for yourself.
We have sales depots around the country and we will be happy to help you to plan your travel arrangements to your nearest depot.
What if something comes up that means that I can't keep my appointment?
It's really not a problem. We understand that things happen from time to time that mean that appointments have to be rearranged or cancelled. Just give us a call and let us know.
This is a good time to think about how much you want to spend on your new car:
When you visit our sales depot we will show you cars that are at or close to your budget, so it's a good idea to think about how much you might want to spend on your new car before you come and see us.
Pick a figure that you can comfortably afford each week or month and if you see a nice car at that price then that should be the first car that you test drive.
Your next contact with us will be when you arrive at our sales depot to buy your new car.
What happens when I arrive at the sales depot?
Our Depot Manager will be there to greet you. His first job is to check the documentation that you have brought with you.
To qualify for a loan you have to be able to prove your Identity, Income & Residence.
Once the documentation has been checked and the depot manager has confirmed that you can drive a car away today he will then ask you a few questions to find out:
1. What type of car you want to buy
2. How much you want for your part exchange
3. How much cash deposit (if any) you want to put into the deal
4. How much you want to pay each week/month for your new car
Do I get to pick which car I can have on the day?
Yes you do.
Our depot manager has already asked you how much you want to spend on your new car, so he has a good idea of which cars you can buy at or close to your budget. However, if you see another car that you prefer then just tell him and he will get the keys so that you can take it for a test drive.
If the car you have chosen is significantly more expensive than your budget he will let you know how much extra per week/month it will cost you to buy the car and if you are restricted by a credit limit then he will let you know if you need to put any extra cash deposit into the deal.
What if I don't like any of the cars?
This happens from time to time. At the end of the day we cannot sell you a car if you don't want to buy one. If it does happen then we will let the lender know that you have changed your mind and that you will not be requiring a loan from them.
What happens when I have chosen the car I want to buy?
The Depot Manager will now inform you about the package, which includes: The term of the loan, the MOT renewal date, the mechanical breakdown guarantee as well as the structure of the loan, which takes into account the value you want for your part exchange, cash deposit and the weekly/monthly payment. In most cases a deal can be agreed in which case you will soon be driving your new car home.
Now that you have chosen your new car and we have agreed the terms of the loan we are now able to give you the Pre-contractual information document and to help you to conduct an income and expenditure assessment so that you can confirm that you can afford the repayments.
We also show you a short video which explains:
The type of loan you will be signing
When your payments will be due
What security you must provide for the loan
How you will be adversely affected if you get into arrears
The consequences of default
Your Right to withdrawer from the loan agreement
The loan documentation:
The Depot Manager will then explain the sales invoice and all the loan documentation to you before taking your signature and giving you a photo-copy of the documentation to take home.
Insuring your new car:
You may already have motor insurance and can swap the cover from your old car to your new car with a quick telephone call to your insurer. Or, you can buy five days of cover with Aviva Insurance online from our office at a cost of £12.50 (subject to acceptance at the discretion of Aviva). Alternatively we will be happy for you to use our office computer if you wish to apply on line with another insurer.
Road Tax for your new car:
Since October 2014 road tax can be bought online and paid for monthly by direct debit.
Alternatively you can still buy your road tax at the post office nearest to our Sales Depot. If you would like to use our office computer to set up your road tax just ask the Depot Manager he will be glad to help.
What can you expect from us after you have bought a car:
We don't forget about you after you have bought a car from us because we have an obligation to repair any mechanical or electrical fault that may be on the car at the point of sale. In order to fulfil this obligation we guarantee to repair any fault apparent at the point of sale or which becomes apparent during the period of cover under the mechanical breakdown warranty (MBW) that we will provide you with (terms and conditions apply).
All of the cars that we sell are pre-owned, which means that the components all bear a degree of wear and tear from previous use. For this reason we cannot guarantee that our cars are without fault at the point of sale. If you do not accept this fact then we would suggest that rather than buying a pre-owned car you may instead consider only buying a new car.
How will your claim for a fault repair be conducted:
Your fault repair will be conducted strictly in accordance with the terms of the Mechanical Breakdown Warranty (MBW) cover that we will provide to you free of charge. If you are not prepared to conduct your claim in accordance with the terms of our MBW you may ask us to cancel your application to buy a car or alternatively you may still buy a car from us but choose to arrange your own MBW cover at your own expense. MBW Cover is generally available online from a range of suppliers.
So what happens if the car develops a fault during the period of our MBW cover:
You will notify us by telephone that there is a fault.
We will notify you of the address of our nearest authorised repairing garage.
You will take the car to the authorised garage for a diagnostic test.
If there is a fault and it can be repaired immediately it will be. If the fault cannot be repaired immediately (maybe because parts need to be ordered) the garage will agree with you an appointment date for you to return for the repair. The repair will be conducted and we will meet the cost of the repair.
What happens if the fault re-occurs:
The repairing garage guarantees its work, which means that you may rely upon that guarantee as if you had yourself paid for the repair in the first instance. In which case if the same fault re-occurs during the period of the garages guarantee then you would return the car to the repairing garage where they would attend to the fault at no extra cost to you.
What if a fault occurs outside the period of our MBW cover:
We are not responsible for faults that occur after the date of sale. Our MBW product provides you with a period of time to enjoy trouble free motoring, which by definition validates that the car was free of fault at the point of sale.
If a fault occurs that is outside the period of our MBW cover then you like all other motorists are responsible for the repair of the car at your own expense.
Can I take out insurance against this risk?
Yes you can. It is known as an extended mechanical breakdown warranty and it is available from a range of suppliers online and can be paid for by monthly direct debit. You should shop around for the best cover and price.
Will I be able to buy another car from you in the future?
The best advice we can give you is to keep your car loan payments fully up to date, that way it will make it easier for us to get you a car loan in the future.
If you have already repaid your loan then buying another car from us is quite simple, just submit your application online or call us on the freephone number and we will get your application underway.
If you are still paying for your current car under a loan then we suggest that you leave it until you have repaid about three quarters of the loan before applying because at that point you should be able to renew without having to put too much cash into the deal.
Making a complaint:
If you wish to make a complaint you may do so by email to [email protected], by letter to Unit 2 Alexandra Street, Hyde SK14 1DX or by using the link on the contact us page of this website. Complaints should be addressed for the attention of the Managing Director.
How will we handle your complaint:
Your complaint will be handled by a manager with the appropriate level of authority to make a decision about the complaint. We will acknowledge receipt of your complaint within 72 hours. Unless your complaint is particularly complicated we will issue our final written response to you within 14 days.
We will handle your complaint reasonably and objectively taking into consideration all of the relevant evidence and information available to us. Where we agree with your complaint we will suggest an appropriate course of action to resolve the dispute. In the event that we reject your complaint we will inform you of the basis of our decision in the response that we send to you.
Financial Ombudsman Service (FOS):
The FOS will arbitrate on any unresolved dispute between you and us. You must have first given us the opportunity to resolve the dispute before contacting the FOS. You can contact the FOS by writing to them at Exchange Tower, London E14 9SR or by telephone on 0800 023 4567. Details are also available on their website, www.financial-ombudsman.org.uk.