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 use my own external finance to buy a car?

Yes, you're welcome to use finance arranged through your own bank or another lender instead of our in-house options.

If you use external finance, a separate admin fee applies. For full details on fees, please see our administration fees page.

Just let our team know during checkout or when you visit the branch that you'll be paying with your own finance, so we can structure the invoice correctly.

When will I receive my V5C logbook?

The V5C logbook is sent to you directly by the DVLA after we register the car in your name. You'll usually receive it within 4 weeks.

You don't need the V5C to drive or tax your car in the meantime. If it's been more than 4 weeks and you haven't received it, contact the DVLA directly.

What happens if I miss my appointment or don't show up?

If you can't make your appointment, please let us know as soon as possible so we can reschedule or cancel it for you.

If you don't turn up, your reservation fee won't be refunded. The fee is only refunded when you attend your appointment.

To change or cancel your appointment, please get in touch via our contact page.

What does it mean when a car is 'in preparation'?

When a car shows as 'in preparation', it means it's still going through our checks and reconditioning process. During this time, the car can't be reserved or booked for a test drive.

We would recommend leaving an enquiry on the car's page. This will ensure you are notified when the vehicle is ready.

How do I make a claim on my Cosmetic Maintenance plan?

Need to get some cosmetic damage looked at? No problem – if you have purchased Cosmetic Maintenance, your plan is there to help.

First, you'll need to check who your plan is with. Have a look at your policy documents – your provider will be either GardX or Shine.

If you're with GardX, see: How do I contact GardX about my plan?
If you're with Shine, see: How do I contact Shine about my plan?

How do I contact Shine about my plan?

If your Cosmetic Maintenance plan is with Shine, here's how to get your repair sorted.

Your Shine! Protect policy is provided by AutoProtect, and the easiest way to make a request is through their app or website.

To make a repair request:

Download the Shine! Protect app (available on Apple and Android – just search "Shine! Protect")
Or submit online at www.shineprotect.co.uk

You'll need to provide:

Your registration number from your agreement
Your postcode
Your surname
Where the damage is on the car
What type of damage it is
A photo of the damage

If your damage is covered, you'll be able to pick a date, time and location for the repair, then pay the call-out charge. You'll get a confirmation with all your appointment details.

One important thing: Please don't go ahead with any repairs without getting approval first – otherwise you might not be covered.

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How do I contact GardX about my plan?

If your Cosmetic Maintenance, Tyre & Alloy, or Paint Protection plan is with GardX, here's how to get in touch and make a claim.

To book a Maintenance Inspection:

Contact your local Carsa branch in the first instance – they'll be happy to help
If your branch can't complete the inspection for any reason, give GardX a call on 0203 192 1425 or email requests@gardx.co.uk and they'll find another approved agent for you
You'll need to have a copy of your Customer Schedule and terms and conditions handy

To request a Treatment:

Head to your personalised Customer Care Portal at myaccount.gardxconnect.com

To log in, you'll need the details from your Customer Schedule:

Your surname
Vehicle registration
Email address
Mobile number

If any of these details are missing or incorrect, drop an email to assureservices@gardxgroup.com or call 0203 192 1425 and they'll get it sorted.

One important thing: Please don't go ahead with any treatments or repairs without getting the go-ahead from GardX first – otherwise you might not be covered.

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How do I make a claim on my Tyre & Alloy Wheel Maintenance plan?

Got some damage to your tyres or alloys? Your maintenance plan should have you covered.

Your Tyre & Alloy plan is provided by GardX. Here's how to get in touch:

To book a Maintenance Inspection:

Contact your local Carsa branch in the first instance – they'll be happy to help
If your branch can't complete the inspection for any reason, give GardX a call on 0203 192 1425 or email requests@gardx.co.uk and they'll find another approved agent for you
You'll need to have a copy of your Customer Schedule and terms and conditions handy

To request a Treatment:

Head to your personalised Customer Care Portal at myaccount.gardxconnect.com

To log in, you'll need the details from your Customer Schedule:

Your surname
Vehicle registration
Email address
Mobile number

If any of these details are missing or incorrect, drop an email to assureservices@gardxgroup.com or call 0203 192 1425 and they'll get it sorted.

One important thing: Please don't go ahead with any treatments or repairs without getting the go-ahead from GardX first – otherwise you might not be covered.

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.