FAQs

Got Questions? We’ve got answers. Whether you’re buying your first car or trading in your old car, we’re here to make it simple. Explore our FAQs for quick, honest answers about Carsa’s process, prep, finance, handover, and more.

How do I make a warranty claim?

If something's gone wrong with your car and you think it's covered by your warranty, don't worry – we'll help you get it sorted.

Whether you're covered by your 90-day warranty or a Carsa extended warranty, claims are handled by AutoProtect. Here's how to make a claim:

Contact AutoProtect directly:

Phone: 01279 456 500
Email: iclaim@autoprotect.net

The claims process:

Report the issue – Give AutoProtect a call or drop them an email to let them know what's happening with your vehicle.
Get a diagnosis – AutoProtect will usually ask for a diagnosis from a garage. You can use any VAT-registered garage, but we'd recommend one you know and trust, a specialist for your vehicle type, or your local Carsa branch.
Submit your claim – Once you have the diagnosis, get back in touch with AutoProtect and they'll guide you through the next steps.
Need extra help? – If you've spoken to AutoProtect and are still having trouble, our Customer Care team are happy to help: Contact Customer Care

One important thing: Please don't arrange or pay for any repairs before your claim has been authorised – otherwise you might not be covered.

How do I tax my car when I collect it?

You'll need to tax the car before you can legally drive it away. Don't worry – we make this easy. We record the 12-digit document reference number from the V5C in our system, and when you collect your car, our team will help you tax it on-site using the DVLA website. It only takes a couple of minutes. You won't usually receive the green new keeper slip (V5C/2) at handover, but you don't need it – we have the reference number ready for you.

What’s the difference between PCP & HP finance?

PCP usually offers lower monthly payments and greater flexibility if you like to change cars every few years. However, you’ll need to pay a balloon payment if you want to own the car outright. HP has higher monthly payments, but once the final payment is made, the car is automatically yours.

What is Personal Contract Purchase (PCP) finance?

PCP is a more flexible type of finance where part of the cost is deferred into a final “balloon payment” (known as the Guaranteed Future Value). At the end of the agreement, you can choose to:

Pay the balloon payment to own the car.
Hand the car back, as long as it’s in good condition and within mileage limits.
Trade it in for another car, using any value left over as your deposit.

To see how this looks in practice, find a car on our website and use the finance calculator — you can adjust the deposit, term, and mileage to see how payments change.

If you want to see if you might be eligible for PCP, you can check your eligibility with our finance eligibility checker.

What is Hire Purchase (HP) finance?

HP is a simple and straightforward type of finance. You pay a deposit, then fixed monthly instalments over an agreed term. Once all payments (and any small option-to-purchase fee) have been made, the car is yours. HP is a good option if you know you want to own the car outright at the end of the agreement.

If you want to see if you might be eligible for HP, you can check your eligibility with our finance eligibility checker.

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Can I get two cars on finance?

Yes, some customers are able to take finance on more than one vehicle, as long as their credit profile and affordability are strong enough. Lenders may ask for extra documents or a clear reason for needing a second car.

Can I get finance with no UK credit history?

Yes, some specialist lenders will consider customers with no UK credit history, although they may ask for additional documents. These can include proof of your right to remain in the UK, two proofs of address, and an international driving licence.

If you’re unsure, check your eligibility with our finance tool — it’s a simple way to see whether you’re likely to be eligible for car finance

Can I get finance if I have negative equity or an existing car on finance?

It can be possible. Some lenders will work with customers who have existing finance or a small amount of negative equity (where the car is worth less than the outstanding balance). For example, if you part-exchange your car, the existing finance can sometimes be settled as part of the new deal.

To understand how much negative equity you have, you can get a part exchange quote on our website by following this link or by calling us up and speaking to an agent.

How do I put my private plate onto my new car?

After Carsa registers your new car in your name, the DVLA will post you a new V5. You can then use the document reference number from that V5 to assign your private plate to your new car via the gov.uk website.

I’m part exchanging, but have a private plate on my car. Is there anything I need to consider?

If you don’t want to keep the private plate, the process is simpler as you do not need to put your plate on retention. You will just need to bring your V5, service documents, and spare key. If you want to keep the private plate you will need to put the private plate on retention with the DVLA before your appointment. You can do this here: https://www.gov.uk/personalised-vehicle-registration-numbers/take-private-number-ofOnce you’ve done that, the DVLA will send you a new V5. You must bring the new V5 to your appointment. If you don’t bring the V5, we won’t be able to accept your part exchange. You will also need to bring service documents and a spare key if you have one.

Will a private plate affect my insurance?

Normally, no — private plates don’t affect your premium, as insurers don’t treat them as a modification. Still, it’s best to confirm with your provider.

I’m part exchanging but have lost my V5

You will need your V5 to part exchange a car with Carsa. You can apply for a new V5 on the DVLA website

I’ve booked an appointment, what do I need to bring?

You’ll need to bring your driving licence. If you’re part exchanging, please also bring your V5, service documents, and spare key. If you’re part exchanging and have a private plate, please refer to this FAQ about part exchanging with a private plate

Can I buy a car on finance at a Carsa Store?

Absolutely. If you visit a Carsa branch, our team can help you set up finance on the spot. The process is the same as online: we’ll gather some details and submit the application to our lenders. You can then sign the finance agreement digitally or in person once approved. So even at the store, you can purchase a car with a finance plan.

Can I change my finance application?

If you haven’t finalized your finance agreement yet, yes, we can adjust the application. For example, if you want to change the deposit amount or the length of the term or even the type of finance, we can work that out (it might mean doing a new quote or application, but it’s doable before signing). However, if you’ve already been approved and signed the agreement, changing it would mean cancelling that agreement (which usually you can do in the early cooling-off period) and starting a new one – not an ideal route unless necessary. So definitely speak up about any changes you want before you sign the finance contract. We’re pretty flexible up to that point.

Where’s my PIN to complete e-signing?

When you’re completing the finance e-sign process, the PIN is usually sent via text message to your mobile phone. It’s a one-time code from the lender to confirm it’s you signing the contract. So, check your phone for an SMS from the lender (or sometimes an email if they use that method). If you still can’t find it, let us or the lender know, and they can resend the PIN. It’s a security step – they typically send a 4 or 6 digit code that you then enter to finalize the e-signature.