COVID-19 | Help & Support
 

COVID-19 FAQs

CarShop

CarShop

  • 27 March, 2020
  • 5 min read

Published: 24/03/2020

Last updated: 27/03/2020

Below are some of the common questions we have been asked in relation to COVID-19, and it's impact on our business, colleagues, customers and communities. This blog will be updated regularly, so please keep checking it for the latest information.

General

Q: Can I still buy a car?

A: Despite our stores currently being closed, our sales, service centre and customer service colleagues will be available remotely to help you choose and buy a car, secure finance, request a priority service or MOT appointment and answer any questions you may have. Our website, CarShop.co.uk will continue to be fully operational for you to find a car, carry out a free finance check or get a part exchange valuation.


Customer service

Q. What is the best way to contact you?

A. We’ve been working hard to ensure we’re still available for our customers during our period of temporary closure.

This blog has been designed to provide answers to many of the questions we’ve been asked but, should you still want to get in touch and your query is urgent, you can call us on 0333 800 1695 or send an email to quality@carshop.co.uk.

Our team is also available to answer questions over Live Chat and Facebook, so we can ensure you can get the information you need in a way that works for you.

Service centre

Q. I already have my car with you for servicing or repair - what do I do?

A. We're currently working with our service centre teams to understand all the cars we can safely get returned to their owners - we'll be updating those people directly. If you don't hear from us today, and your car is in with us, please send an email to quality@carshop.co.uk and a member of the team will come back to you as soon as they can.

Q. My car needs an MOT, can I still make a booking?

A. As we cannot accurately predict when our service centres will reopen, we’re allowing customers to request a call back through our website. As soon as we’re in a position to reopen, we’ll contact all customers who have requested an appointment as a priority.

On March 25th 2020, the Government announced a 6-month MOT exemption period for any motorist whose car/van/motorcycle is due an MOT after March 30th 2020, to allow for essential travel. To view the latest Government advice, click here.

Q. I am a keyworker and I need to book my car in for a service or MOT, can this be done?

A. If you are considered to be a keyworker, and need support to keep your car on the road during this period, our teams will work with you to keep you moving. Simply email quality@carshop.co.uk or call 0333 800 1695 and we'll be happy to help.

Q. I have an MOT booked with you already, will I be able to keep my appointment?

A. Our teams are currently contacting customers who have open bookings to discuss all options available. If you don’t hear from us today then please contact us tomorrow on 0333 800 1695 or though quality@carshop.co.uk

Q. Can I cancel my service plan and get my money back, so I can service my car elsewhere?

A. Should you wish to cancel your service plan or prepaid MOT, please email quality@carshop.co.uk and a member of our team will come back to you as soon as they can to discuss all the options. Please bear with us during this extremely busy period.

Finance and products

Q. What if I want to claim under the 3-month guarantee or Extended Warranty?

A. Our customer support team is still available to provide advice and support and such matters. Simply call 0333 800 1695 and we’ll be happy to help. We do appreciate that the lines may be busy so, if you can’t get through or are unable to call, please email quality@carshop.co.uk with all the details. Our team will aim to respond within 24 hours, but please bear with us as it’s extremely busy.

Q. I need to talk to someone about my finance agreement, who can I contact?

A. During these uncertain times, should you have any concerns or queries about your monthly repayments, we strongly advise that you contact your lender as soon as possible - rest assured, they are happy to help. The type of assistance they can offer will vary depending on your own individual set of circumstances, but logging it with them early is key.

Below are the details of each of our main funding partners websites, the majority of which have been updated to include specific FAQs relating to COVID-19 related concerns.

Alphera - https://alphera.co.uk/most-frequently-asked-questions

Barclays Partner Finance - https://www.barclayspartnerfinance.com/home/personal/money-worries/

Black Horse Finance - https://www.blackhorse.co.uk/contact/Money-Worries

Hitatchi - https://www.hitachipersonalfinance.co.uk/faqs/

Marsh Finance - https://www.marshfinance.com/contact-us/

Motonovo - https://customer.motonovofinance.com/coronavirus-support

Northridge - https://www.northridgefinance.com/covid-19-customer-information-and-support/

Santander - https://www.santanderconsumer.co.uk/manage-your-account/

If your finance provider is not listed above, or you still need assistance, please call us on 0333 800 1695 and our team will be able to provide you with details.

Fraud Awareness:  Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers.  Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself.  https://www.fca.org.uk/consumers/coronavirus-covid-19

Q. My PCP agreement is ending, what can I do?

A. Please contact your lender to discuss. Their contact details will be on your credit agreement, but we recommend you check their website out before calling them.

Below are the details of each of our main funding partners websites, the majority of which have been updated to include specific FAQs relating to COVID-19 related concerns.

Alphera - https://alphera.co.uk/most-frequently-asked-questions

Barclays Partner Finance - https://www.barclayspartnerfinance.com/home/personal/money-worries/

Black Horse Finance - https://www.blackhorse.co.uk/contact/Money-Worries

Hitatchi - https://www.hitachipersonalfinance.co.uk/faqs/

Marsh Finance - https://www.marshfinance.com/contact-us/

Motonovo - https://customer.motonovofinance.com/coronavirus-support

Northridge - https://www.northridgefinance.com/covid-19-customer-information-and-support/

Santander - https://www.santanderconsumer.co.uk/manage-your-account/

If your finance provider is not listed above, or you still need assistance, please call us on 0333 800 1695 and our team will be able to provide you with details.

Fraud Awareness:  Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers.  Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself.  https://www.fca.org.uk/consumers/coronavirus-covid-19