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.

Can I reschedule or cancel my appointment?

Yes please call us as soon as possible and we will find you a new slot.

Can I sell my car to Carsa if I have outstanding finance

If your car has outstanding finance, you can only sell your car to Carsa if you are part exchanging. This means you must also buy a car from Carsa.

Do you charge any fees when selling my car to Carsa?

No, our valuation and vehicle purchase service is completely free with no hidden fees.

What condition does my car need to be in for you to purchase it?

We purchase vehicles in various conditions however the condition will affect the valuation. We look for vehicles that are roadworthy safe and legally drivable with no significant accident damage or modifications.

Do you purchase commercial vehicles or only private cars?

We do not purchase commercial vehicles from customers.

What happens if there is an error on my V5 document?

If you notice an error on your V5 you will need to apply for a corrected version through the DVLA before we can complete the purchase. You can do this online at https://www.gov.uk/vehicle-log-book

My car has no service history as it is relatively new and is not yet due its first service - what shall I do?

Please use the Not Yet Due option within our valuation process.

Do you buy cars with mechanical faults or accident damage?

We assess each vehicle individually. Minor mechanical issues or cosmetic damage may be acceptable though this will be reflected in the valuation. We will not be able to purchase your vehicle if there are significant mechanical faults, accident damage or structural damage.

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.