We are members of the Trading's standards "Fair Play Charter" (See below)
All advertised prices,finance rates and payment terms are time sensitive and subject to change at any time. All illustrations on this site are purely for that purpose unless stated as exact vehicle pictured.
All offers are subject to availability, all offers can be changed without notice.Offers January have ended and not changed due to server downtime.
All part exchanges must be handed over to us with a current V62 registration document or delivery of new purchase cannot take place
Complaints Procedure
We like to think we offer a 1st rate service but problems can occur from time to time hopefully the following procedures should get the problem sorted quickly with the least amount of upset possible.
We are a member of the Trading Standards Fair Play Charter, which means we work in close conjunction with the local Trading Standards office and use their arbitration and advice in all matters
If you unhappy with any aspect of our site, in the first instance contact our head office in Derby on 0845 88 00 208 or email us with the nature of your concern, You will receive an answer within 24 hours where possible.
If you have any concerns over the quality or any problems with your purchase or any aspect of the deal you have done with us, in the first instance contact your sales advisor direct. If they cannot resolve your problem please contact our head office on 0845 88 00 208.
We comply with all rules and regulations with the regard to distance selling via the Internet
Shopping at home: your guide to the ‘Distance Selling Regulations’ Please visit the following link to see all your rights if the following does not cover your issue
http://www.tradingstandards.gov.uk/cgi-bin/callist.cgi
What is 'Distance Selling'?
Every day, many of us buy goods and services using the telephone and fax, by mail order and from catalogues, and increasingly from the Internet or a digital TV. This gives us a chance to shop at a time that suits us, with the leisure to browse and without the hassle of finding a parking space.
The law recognises that this sort of 'shopping at a distance' comes with its own problems however. What happens if the goods don't turn up, or if you don't like them once you've had a chance to look at them? You now have rights under the Consumer Protection (Distance Selling) Regulations 2000 - or 'Distance Selling Regulations', for short.
Briefly, these Regulations say that you should be given clear information about the order and the company, along with a cooling-off period, and protection against credit card fraud and the menace of unsolicited goods.
What isn't covered by these regulations?
Most sorts of goods and services apply, except in the following circumstances:
Financial services, like banking or insurance
Auctions
Goods bought from a vending machine
Goods bought using a public payphone
Contracts for the sale of land
Food, drink or other goods for everyday consumption delivered by regular rounds (such as milk)
Accommodation, transport, catering or leisure facilities for a specific time or date (such train tickets, hotel bookings or concert tickets)
Timeshare and package holidays
Finally, the Regulations only apply when you buy from a trader who is organised to sell to you without face to face contact. So, if you saw something in a shop window, went home and ordered the goods from the shop by phone, this will not be considered to be buying at a 'Distance'.
The right to clear information
Before you decide to buy, the seller must give you the following information:
The name of the trader, along with their postal address if you have to pay in advance
An accurate description of the goods or services
The price, along with any taxes and delivery charges if relevant, and how long the price or offer remains valid
Delivery arrangements (usually within 30 days unless you agree otherwise)
Payment arrangements
The right to cancel the order
Information about whether you will be liable for the cost of returning goods if you change your mind about them
For services provided over a period of time, such as a mobile phone contract, or a gas supply contract, you must be told what the minimum duration of that contract will be
After you buy, the trader must also provide you with the following information:
Written confirmation of your order (by letter, e-mail or fax etc) including the above information (see 'The Right to Clear Information) if not already provided, say in a catalogue or advert
Written information on how to cancel, a contact postal address and details of any guarantees, warranties or after-sales services, if applicable
Details of how and when to end a contract for the provision of a service, if there is no specified finish date or if the service lasts for longer than a year, i.e. gas or electricity supply, Internet service providers etc.
This information should be sent to you by the time the goods are delivered, or before or soon after the time a service starts
Your right to cancel, or the 'Cooling Off' period
The Distance Selling Regulations give you the right to change your mind and cancel an order within seven working days. If you do decide to cancel, then you should put this in writing, either by letter (a proof of postage certificate or even recorded delivery would be wise) or you can fax or e-mail. A telephone call is not sufficient unless both you and the trader agree otherwise. The time limits are:
For goods - seven working days after the day on which the goods are received
For services - seven working days after the day on which you agreed to go ahead with the agreement
If the trader has not provided you with the required information about your right to cancel, then the cooling-off period will be longer - take some advice on this, if necessary.
You must take care of the goods whilst they are in your possession, and either return them or make them available for collection by the seller. The seller January charge you the cost of collecting the goods or you January have to pay the return postage - unless
the goods were faulty in the first place.
If you decide to return the goods within these time limits, you are entitled to expect your money to be refunded within 30 days. Also, if the seller had arranged a credit or hire purchase agreement for you, this should be cancelled automatically, and any deposits paid should be returned to you.
What isn't covered by this Cooling Off period?
Services that are to be provided within 7 working days. If you have agreed that the service will start before the end of the cooling-off period you will not be entitled to cancel once the service has started, but the trader MUST tell you this in writing, otherwise you will be able to cancel (IMPORTANT: you might have other statutory cooling-off periods, depending on how the trader approached you, under the Consumer Credit Act or Doorstep Selling Regulations - get further advice if in doubt)
Goods made to your personal requirements or specifications (i.e. specially made furniture)
Goods which January deteriorate quickly, such as flowers or fresh food
Sealed audio or video recordings or computer software that have been opened
Betting, gaming or lottery services
Newspapers, periodicals or magazines
Protection for Credit Cards
If somebody uses your card fraudulently or dishonestly (without your knowledge) for any kind of Distance purchase, you can cancel the payment and the card issuer must refund you. You should notify your card issuer as soon as possible after you discover this fraudulent use or if your card has been stolen.
Unsolicited Goods
Unsolicited goods are those that have been sent to you 'out-of-the-blue', that you haven't ordered. The Distance Selling Regulations now say that you can treat these goods as an 'unconditional gift', in other words, you can keep them or give them away, sell them or use them or destroy them, and the trader cannot expect you to have to pay for them.
Copyright 2003 is a Ltd on behalf of the Trading Standards Institute
Last reviewed/updated: January 2003
This leaflet is relevant for the following nations only:
England, Wales,Northern Ireland
Fair Play Charter: A Consumer Guide
WHAT IS THE FAIR PLAY CHARTER?
It is often difficult for consumers to know whether they are dealing with reputable traders who are trying to operate in a fair and honest way or whether they are dealing with one of the small proportion of rogue cowboy traders.
In an attempt to address this particular problem, the Trading Standards Services in Greater Manchester have introduced the "Fair Play Charter," a voluntary registration scheme for traders.
Trading Standards Authorities cannot approve or recommend the services offered by businesses but traders who are committed to trading fairly and honestly January apply to join the registration scheme and sign a pledge that they will comply with certain terms and conditions.
Business that can demonstrate their commitment to fair and honest trade will have their applications accepted and January display the Fair Play Charter Logo on their business premises, their documentation and in their advertising.
The first business sector to be introduced to the Charter is the retail motor trade, incorporating not only retail sales but also repairs, servicing and the supply of parts and accessories.
THE TRADER’S COMMITMENT
A motor business displaying the Fair Play Charter Logo has agreed:
To ensure that all vehicles and other goods are supplied with good title, are of satisfactory quality, fit for their intended purpose and as described to the customer.
To provide, wherever possible, complete and accurate information to customers when diagnosing vehicle faults.
To provide customers with at least an estimate, and wherever possible a quotation for repairs and servicing.
Not to commence work on a vehicle without the customer’s prior agreement.
To obtain customer’s permission to continue with work which is likely to exceed any agreed quotation / estimate by 10%.
To ensure that all services are provided with reasonable care and skill and without unnecessary delay.
To make parts which have been replaced during service or repair available for return to the customer (other than exchanged parts).
To advise customers whether or not servicing will be carried out in accordance with the manufacturer’s recommended service schedule and in each case explain what the service will consist of.
To provide customers with an invoice detailing the work carried out and the parts / materials used.
To fully honor a customer’s statutory rights in the event of the supply of unsatisfactory goods or service.
To comply with all relevant criminal legislation including:- To ensure that all vehicles are roadworthy and correctly described.
To ensure that other goods and services are correctly described.
To ensure that all price indications and all credit information is complete, accurate and does not mislead.
To ensure that the ownership particulars of the business are clearly displayed to customers.
To ensure that staff can demonstrate a suitable working knowledge of both the criminal law and civil law relevant to their role in the business.
To carry out an appropriate inspection of all vehicles prior to displaying them for sale and to show the results to the customer prior to the sale being agreed.
To ensure mileometer readings are effectively disclaimed when they cannot be verified.
To make documented histories of vehicles available for customers to view and to clearly indicate their availability.
To provide customers with a completed car sales order form detailing any part exchange allowance given when an agreement is made for the purchase of any motor vehicle.
To advise customers what the acceptable methods of payment would be for the supply of any goods and/or services before transactions are commenced.
To provide a clear explanation to customers of:
- any credit agreement used to finance a sale.
- any guarantee/warranty provided with any vehicle or other goods.
To operate a customer complaints procedure. To deal with customer complaints promptly, fairly and in a courteous manner and to follow the scheme’s complaints/mediation policy.
In all dealings with customers, to comply with the "spirit" as well as the "letter" of the scheme.
To display on the business premises and make available copies of "the consumer’s guide" to the scheme and to ensure a copy is given to every customer upon completion of any contract to purchase a vehicle.
THE TRADING STANDARDS COMMITMENT
In response to the Trader’s Commitment, Trading Standards have made several commitments:
To provide a fair and impartial service to both consumers and members of the scheme.
To provide a prompt response to requests from members of the scheme for information and/or advice on Trading Standards Law.
To provide reasonable assistance with the training of staff in relation to Trading Standards Law.
To provide assistance in resolving customer complaints including mediation where the Registering Authority considers appropriate.
By working together, we aim to improve the standards of trade in Greater Manchester.
Although the Fair Play Charter is currently only aimed at the motor trade, we hope to introduce it to other areas of trade in the future.
Remember, if you want to be assured the business you are dealing with is "Committed to Fair Play", look out for the Fair Play Charter Logo.
If you feel that a member business is not meeting any of its commitments, then contact us.
LIABILITY TO CUSTOMERS
In administering the scheme the Registering Authority accepts no liability for any loss or damage which is claimed to have arisen out of any alleged failure or negligence on the part of any business registered on the scheme.
It must be emphasised that should you feel dissatisfied with any goods or services supplied by a member of the scheme then any claim for damages will be against the trader concerned and not the Registering Authority.
