How do I rebook my vehicle collection appointment as a result of COVID-19 and will I be charged for rebooking?

In accordance with UK Government guidelines and social distancing measures to reduce the transmission of COVID-19 , all non-essential business locations (including car retailers) have been closed temporarily for at least three weeks effective from Monday 23 March 2020. As a result, all vehicle collections and deliveries have been suspended during this period. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time.

Although we will be unable to collect your vehicle as planned, you will not be charged to re-book this collection. We will contact you to re-book the vehicle collection when COVID-19 restrictions are lifted and we are able to arrange these again.

If your finance agreement for the vehicle due to be collected includes a final balloon payment, you also have a number of options available if you do not wish to pay this balloon payment. If you would like to keep your car, you can spread the cost of the final payment by arranging a refinance (subject to underwriting checks). Please call us directly on 0370 5050 131. If you require a shorter term solution, you could extend your current agreement for up to three months. To discuss this option call our Customer Services team on 0370 5050 150 Option 2.

Are all vehicle collections suspended?

All Vehicle Collections have now been suspended.

The UK Government have advised on social distancing measures in order to reduce the transmission of Coronavirus and regrettably we are having to suspend all Vehicle Collection appointments. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time.

Although we will be unable to collect your vehicle as planned, you do have a number of options available if you do not want to pay the final balloon payment. If you would like to keep your car you can spread the cost of the final payment by arranging a refinance subject to underwriting checks. Please call us directly on 0370 5050 131. If you need a shorter term solution you could extend your current agreement for up to three months. To discuss this option call our Customer Services team on 0370 5050 150 Option 2.

Will I still be able to pick up my new car during the COVID-19 pandemic?

All non-essential business locations (including car retailers) have been closed temporarily for at least three weeks effective from Monday 23 March 2020. As a result, all vehicle collections and deliveries have been suspended during this period. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time.

We will contact you to re-book the vehicle collection or delivery when the restrictions on travel are lifted and we are able to arrange these again.

Do I need to keep my vehicle insured if my collection is delayed due to COVID-19?

If you want to drive the car you must keep it fully insured. You remain responsible for ensuring you have the right insurance in place to cover your usage of the vehicle. If your vehicle will remain unused while you await collection, we will insure the vehicle ourselves to protect our asset. You will not be able to drive the car during this time as you will not be insured to drive it. As you do not have our consent to drive the vehicle, it will not be covered by the terms of any other insurance policy. You must also give us your current mileage at this point and it will be checked again at the point when the vehicle is collected.

Do I need to keep my vehicle taxed during COVID-19?

Yes, currently it is still your responsibility to ensure that your vehicle is taxed during the COVID-19 emergency. We are in discussions with the Driver and Vehicle Licensing Agency (DVLA) about this topic and are awaiting further clarification on the matter.

My MOT is due in the near future. Do I need to have this done during COVID-19?

The Government have recently announced an extension for all MOT's for a further 6 months as a result of the COVID-19 emergency.

Will I be charged excess mileage if my vehicle collection is delayed?

You may use your vehicle for essential travel in line with the UK Government recommendations. We will allow additional mileage as long as it is reasonable given the length of delay due to COVID-19. If you want to drive the car then you must keep it fully insured.

I cannot pick up my new vehicle. Can I use my current vehicle (which I have voluntary terminated) until I can collect my new vehicle?

Yes, you can use your vehicle for essential travel and we will allow for some additional mileage, as long as it is reasonable given the length of delay due to COVID-19. If you want to drive the car then you must keep it fully insured.

If you cannot collect my vehicle can I still Voluntary Terminate my agreement and not make any more payments?

Yes, your agreement will be terminated and we will not take any more payments. We will arrange collection of the vehicle when the current restrictions on vehicle movements are lifted.

I do not have room to store the vehicle while waiting for it to be collected. What should I do?

We would ask for your forbearance and understanding that the restrictions on vehicle collections and movement are beyond our control during the COVID-19 public health emergency. We will collect your vehicle as soon as possible but it does remain your responsibility until we can arrange collection. Should you have to pay parking permit charges during this period, we will look to reimburse these additional costs incurred as a result of any delay to your vehicle collection due to COVID-19. Please be aware that you will be asked to provide evidence of the charges for any additional costs which you request to be reimbursed.

What happens if my vehicle collection has been cancelled as a result of COVID-19?

In accordance with UK Government guidelines and social distancing measures to reduce the transmission of COVID-19 , all non-essential business locations (including car retailers) have been closed temporarily for at least three weeks effective from Monday 23 March 2020. As a result, all vehicle collections and deliveries have been suspended during this period. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time. We will contact you to rearrange your vehicle collection appointment once the COVID-19 restrictions have been lifted.

Can I just leave the keys in the car or in a designated place for the driver to collect?

If you insist on this approach you will be liable if anything happens to the vehicle before the driver arrives. Also you will not have sight of the result of the completed inspection but will be charged for any damage recorded.

How do I know my driver is not infected?

Our providers are given the same advice from the government and are provided with additional measures to protect themselves and our customers.

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