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Good Practice
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Businesses have a legal responsibility to treat you fairly, but it's often hard to know what questions to ask or what standards to expect.
They are the experts and you should be able to rely on them to help you make decisions.
These questions explain the commitments that this business has made to follow a code of practice and they will help you understand what you have a right to expect.
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History: 100%
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Before ordering the vehicle, did the firm show you written information from previous owners including service records and any signed statement about the vehicle\'s mileage?
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Presale Checklist: 100%
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Before ordering the vehicle, did the firm show you a checklist of inspections made by the garage to ensure the vehicle is in a roadworthy condition?
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Facilities: 75%
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Before ordering the vehicle, did the firm offer reasonable facilities for the vehicle to be examined, either by you or by someone else for you?
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Warranty Explanation: 100%
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Before ordering the vehicle, did the firm give you written details of any warranty, including a clear explanation of what is, and what is not, covered?
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Payment: 100%
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Before ordering the vehicle, did the firm give you clear information about the price of the vehicle, about any linked items such as extended warranties, and how to pay. (e.g. cash, cheque, credit card or credit agreement)?
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Regn Certificate V5C: 100%
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At handover, did the firm give you the vehicle registration certificate (V5C)?
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MOT Certificate: 100%
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At handover, did the firm give you a current MOT certificate, if the vehicle is 3 years old?
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Checklist Documents: 100%
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At handover, did the firm give you the pre-inspection checklist?
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Warranty Documents: 100%
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At handover, did the firm give you a written guarantee or warranty?
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Invoice: 100%
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At handover, did the firm give you an itemised VAT invoice?
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Explanation: 100%
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At handover, did the firm give you an explanation of the vehicle, with reference to the handbook where available?
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You can see how many customers have said "Yes" in answer to each question, but please don't expect 100% in every case.
Nobody's perfect and some customers may not be completely sure about the answer.
It's more important that you understand these questions and discuss them with the business so that you both agree what good service means for you.
A responsible business will be happy to explain the details to you and it's always better to clarify these points upfront to avoid misunderstandings later on.
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