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 CarsaCover payments work?

You can either pay for CarsaCover up front in a single payment, or sometimes we offer the option to spread the cost as part of your finance or via a payment plan. The details will be provided when you opt for the cover. Essentially, we try to make it convenient, either adding it to your car's finance agreement or paying separately by card. Our sales team will go over the payment options for any CarsaCover products you choose.

I'm selling my car. Can I transfer CarsaCover to the new owner?

In most cases, yes. The extended warranty (and possibly other CarsaCover protections) can be transferred to the new owner when you sell your car privately. Just contact us or the warranty provider to let them know you’re selling the car and want to transfer the cover. They will update the details to the new owner. If you trade the car in to a dealer, it may depend on the policy conditions. But generally for private sales, CarsaCover extended warranties are transferable to the next owner.

Will I get a courtesy car with CarsaCover extended warranty?

The CarsaCover extended warranty itself doesn’t specifically guarantee a courtesy car. If your car is being repaired under warranty at one of our service centres, we can try to assist with a courtesy vehicle if available, but it's not a formal part of the cover. It might depend on availability and the nature of the repair. So, you shouldn’t assume a courtesy car is included, but we will do our best to help keep you mobile.

How do I make a claim on my CarsaCover scratch and dent insurance?

For a carsaCover scratch and dent insurance claim, you would contact the carsaCover insurance team (details would be in your policy documents). Usually, you'll need to provide details of the damage (often photos) and then you'll be guided to an approved repair service. They'll fix the scratch or dent and the insurance covers the cost according to the policy (minus any excess). It's important to report the damage as soon as you can to get the claim started.

How can I claim on my CarsaCover extended warranty policy?

If something goes wrong that’s covered by your carsaCover extended warranty, you should contact either the Warranty administrator or Carsa. To contact us please go to http://go.carsa.co.uk/cc. We'll guide you through the process, which usually involves taking the car to an approved garage or our service centre. The repair facility will diagnose the issue and, if it’s covered under the warranty, they’ll fix it and we’ll handle the costs as per the policy (aside from any excess if applicable). Always reach out to us first to get the claim authorised before carrying out any repairs.

Can I transfer my CarsaCover policy to my new car?

No, extended warranties like CarsaCover are usually tied to the vehicle, not the person. If you get a new car, you would need to purchase a new CarsaCover policy for that car. The existing policy on your old car can’t be transferred over to a different vehicle. In some cases, if you sell the covered car, the warranty can stay with the car for the next owner, but you wouldn't move it onto another vehicle you buy.

When does my CarsaCover policy start?

The CarsaCover policy begins when you take ownership of the car (typically from the delivery or collection date). So you're covered from day one of your ownership under the terms of the policy. For example, if you purchase an extended warranty, it will kick in immediately and run for the duration you chose.

My car tax is free, do I need to do anything?

Even if the car is in a zero road tax band, you still need to register it as taxed each year. The process is the same, but you won’t be charged anything. So you’ll need to go online or to the Post Office and 'tax' it (it will show a £0 fee). It’s important to do that so the car is officially recorded as taxed.