Customers Often Ask Us

We're more than happy to address any question you might have!

I have seen a car that I like, can I reserve it?

If you find a car on our website that you like, you can reserve it for a refundable £99 deposit. This will hold the car for 7 days and will not let anyone else buy it.

Search our range of stock here
Will you transfer a car to one of your showrooms closer to me?

We will transfer cars to a showroom closer to you to view, but this will incur a non-refundable fee of £99.

Are all the cars advertised on your website available for sale?

If a car has been reserved by another customer then this will be marked on the car on the website. All other cars will be available to book in to view at our showrooms. Due to social distancing guidelines we recommend contacting us so we can book you in at a specific time and observe social distancing.

What are your vehicle preparation standards?

All of our vehicles undergo a multi-point mechanical check on arrival to us. Any rectification work is then carried out. On completion a qualified technician then inspects the vehicle, only when that inspection is clear will the vehicle be released for sale.

All vehicles then pass through a cosmetic inspection. For a vehicle to meet our preparation standard no scratches or dents should be visible with the naked eye from a distance of 2 metres. Any minor imperfections will also be photographed and presented on the vehicle condition report which you can access from the car details page on this website.

How accurate are the vehicle technical specifications and descriptions?

We go to great lengths to verify and validate the technical specifications and descriptions we publish against our vehicles online. We have no control over manufacturer data supplied by DVLA/CAP. Whilst 99%+ of our vehicles are published with the correct detail, it is vital that if there is a feature of the vehicle that is prime in your decision to buy that you qualify this at the point of sale.

Will the car have an MOT?

If a service or MOT is due then we will carry this out as part of the preparation process. Summary information is shown on the vehicle details pages.

When was the car last serviced?

All service history is part of the vehicle information on the details page, it will show how many services the car has had as well as the date and mileage of the last service.

HPI check, what does that mean?

An HPI check is an important part of buying a used car. This report will let you know:

  • If there is any outstanding finance
  • Reported as stolen
  • Written off
  • Number of previous owners
  • Recorded as scrap
  • Logbook check, mileage discrepancies, number plate changes
  • VIN/Chassis check
  • We run an HPI check on all of our cars and will show the details on the vehicle details page under Vehicle history. If you have any questions on a specific car then please contact us and we can look into this.

    Are your prices negotiable?

    Our daily price checks ensure that our vehicles are competitively priced online at all times.

    How do you keep your prices so low?

    We take haggling out of the process. We check our prices every day against market values and make sure that we are competitive.

    What is the admin fee for?

    All vehicles are subject to our Administration Fee. This fee covers vehicle inspection, vehicle provenance investigation certificate, DVLA online registration and warranted mileage. The vehicle provenance investigation checks if a car has finance owing, is stolen, cloned, written off or clocked giving you real confidence in our cars. Our vehicle checks carried out during preparation include a rigorous cosmetic and mechanical assessment of each vehicle.

    Our administration fee is a variable fee which covers the additional admin needed when transacting with different categories of customers:

  • Retail customers £99.00 (private buyers - NOT an owner, partner or director of a new/used vehicle sales company)
  • Customers exporting a car, this applies to any car that is exported outside of the UK £395.00
  • Trade Sale to the motoring trade (trade buyers - an owner, partner or director of a retail new/used vehicle sales company) £450.00
  • Repeat retail customers purchasing in a 24 month period £50
  • Before I buy a car, can I test drive it?

    With such a high value purchase we want you to feel that you are buying the right car. We offer test drives on all of the cars that we sell. You will need to book an appointment with us before you turn up to the showroom. When you have found the car that you want, fill in the form and we will call you back or call us on 03003034797 and we will book you in for a test drive for a time that suits you.

    Do I have to visit a showroom to buy a car?

    We do not offer the full price of a car to be paid online, you can place a deposit on a car and then visit a showroom to complete the purchase.

    Do I need to make an appointment?

    Yes. To help with government guidelines and social distancing you will need to book an appointment to view a car we have in stock. When you have found the car you would like to view, you can complete the form on the vehicle details page or call us on 03003034797 and we will get you in at a time that suits you.

    I have a car I want to sell, will you take it?

    We want your part exchange! We are open and transparent by offering you a top trade valuation for your car. We use the industry standard CAP (Current Auction Pricing) tool to determine the value of your current car, you can then use this towards the cost of your new car.

    For more detail about our Part Exchange, click here
    What price am I likely to get for my part exchange?

    We are able to carry out a remote valuation of your vehicle before you arrive at the showroom to test drive your new car. To enable us to give you as accurate a valuation as we can prior to arriving, you will need to complete the part exchange valuation here (link to px tool). By providing as much accurate information and photographs as possible will help us assess the vehicle and provide you with a competitive value.

    Once you arrive for your appointment we will verify all of the information you have provided us regarding the condition of the car and then you will just need to sign on the dotted line to drive away in your new car the same day.

    What documents do I need to bring with me if I am part exchanging my car?

    If you are part exchanging your current car then you will need: V5, Service History, MOT Certificate, these will help us give you the best price for your car

    Can I drive my car away on the same day and what do I need to bring with me?

    Yes you can! There a few documents which you will need to bring with you:

  • Driving Licence (we just need the plastic photo ID card)
  • If you are part exchanging your current car then you will need: V5, Service History, MOT Certificate, these will help us give you the best price for your car
  • Please also bring along any other relevant paperwork you feel would be useful.

    Do you offer drive away insurance?

    We can provide you with drive away insurance* valid for 5 days (this incurs a £12.50 + VAT administration fee) ensuring you are covered for the journey home. You will need to organise road tax for your new car.

    *subject to acceptance

    How much fuel is provided with my car?

    We will provide you with enough fuel for a short journey but recommend your first stop being a petrol station to fill up.

    Can I pay for my car using a debit/credit card?

    We can not accept payments of more than £200 by credit/debit card against a vehicle. If you are not financing the car then you will need to pay the balance via bank transfer when collecting your vehicle

    What warranty do you provide with the vehicle?

    We can supply you with a warranty for your new vehicle for 3 months (up to a £500 claim limit per claim). There is no limit to the number of claims you can make against this policy.

    We also offer extended warranty, click here for more information.
    What does the warranty cover?

    The warranty covers mechanical and electrical components and will help with the cost of repairs, replacement parts, labour and VAT.

    Find more about our warranty options here
    Do I need to organise the Road Fund Licence/Tax for my vehicle?

    Yes, it is the customers’ responsibility to ensure that the vehicle is taxed. You are able to do this when you are at site before you drive your car away.

    When will I receive my V5 (Vehicle Registration Document)?

    Once we have forwarded the V5 to the DVLA it can take up to 12 weeks for the DVLA to post the new V5 in your name to your home address.

    I have a problem with my car, what should I do?

    As a used car retailer we have a liability for the car we sell to you for six months from the point of sale. Our liability extends to any problem that occurs as a result of a fault that can be proven to be present at the point of sale. In the unlikely event that you do experience a problem with the car within the first six months and believe this was present at the point of sale you must report to us and give us the opportunity to fulfil our obligation to you and put it right. Under no circumstances should you book your car into another garage to have rectification work carried out without contacting us at customercare@carsa.co.uk.

    How do you ensure that you fulfil your legal obligations to me as a customer?

    We have a Primary Authority Agreement with Trading Standards which provides us with help, support and advice when dealing with customer care issues. This agreement means that we have no option other than to fulfil our legal obligation to you.

    I need to make a complaint. What is your complaints procedure?

    We understand that sometimes things can go wrong. If you would like to make a complaint please email customercare@carsa.co.uk and the team will look into this.

    VAT refunds - can i get a VAT refund if i export a car purchased and what is needed?

    Yes, a VAT refund may be possible but with specific conditions to meet HMRC rules.

    If the vehicle is to be exported, the VAT is only refundable to the customer or company provided that the following conditions have been met:

  • The sales invoice must always show the full price including VAT
  • If the vehicle is exported outside of the EU, then the sales invoice must show the details of the vehicle buyer, which includes the address where the vehicle is to be exported. Proof of identity of the purchaser will be needed and the address must match the address on the sales invoice. There must be a proof of export showing the registration number of the vehicle from the shipping agent, within 3 months of the sale.
  • If the Vehicle is exported within the EU (see list of countries below), then the Sales Invoice must show details of the Company, which includes the address where the Vehicle is to be exported. A valid VAT Number and proof of VAT number for the Company in the EU Country of Export is required. Proof of Identity of the Purchaser, with an address in the EU Country of Export must be provided. Additionally, Proof of Export showing the Registration Number of the vehicle from the shipping agent, must be available within 3 months of the Sale.
  • If the Vehicle is exported to an EU country(see list of countries below), then the VAT will not be refunded on an exported car if the Sales Invoice is raised to an individual. VAT will only be refunded on an exported car in the EU to a “COMPANY” with a valid VAT Number, provided that all other relevant conditions have been met.
  • List of EU Countries:

    Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, ,Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden.