Welcome to Motor Assured 2. How to make a claim 5. The Terms and Conditions 6. Maintaining your Warranty 8

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2 Contents Page Welcome to Motor Assured 2 Definitions 3 The Key Facts 4 How to make a claim 5 The Terms and Conditions 6 Excluded items 7 Maintaining your Warranty 8 Things that could invalidate your Warranty 9 AA Breakdown Assistance 10 How to complain if things do not go to plan 16 1

3 Welcome to your Motor Assured used car Warranty Thank you for purchasing your vehicle from a Vertu Motors Group Dealership and taking the option to add a Motor Assured Warranty. You have made a wise decision. The aim of this booklet is to make the details of your Warranty as clear as possible and to ensure that, should you ever need to make a claim, the experience is as simple as it can be. I think that Motor Assured offers the best value in the market and will give you great peace of mind. We want to be as transparent as we can: No warranty will cover every possible eventuality and where we have exclusions we want to be clear about them. On page 4 you will find the Key Facts about the Motor Assured Warranty, and in the Terms and Conditions section we have explained how we will deal with claims. We have provided a list of the items that are excluded from cover on page 7. There are also two other sections that include very important information. These are some simple requirements for Maintaining your Warranty, and just as importantly the Things that could invalidate your Warranty. I am sorry if that sounds direct, but I think it is better to be clear about both now rather than allow any misunderstanding to cause a problem later. I hope you will agree they are all common sense points. Can I ask you to take a few minutes to read the whole of this booklet so that you understand the cover that is provided. I appreciate it is not exactly a literary masterpiece, but we have tried to write it as clearly as we can, and wherever possible we have avoided any legal technicalities. If after reading the booklet you have any queries then please do not hesitate to ring the Motor Assured team on or them at warranty@vertumotors.com. Our team would be delighted to explain any details that are not clear. I hope you enjoy your new car. Robert Forrester CEO Vertu Motors plc 2

4 Definitions I know we promised to avoid making this sound too legal but if we just define a few key terms it will make things clearer later. So here goes: We, Us, Our Vertu Motors plc Vertu House Kingsway North Team Valley Gateshead Tyne and Wear NE11 0JH The Adminstrator. Motor Assured which is a trading name of Vertu Motors plc. Warranty Schedule. This is the document giving the details of Your Warranty. You will have been given it at the handover of Your Vehicle. It details the start and end dates of the Warranty, the Vehicle covered, and the person who has purchased the Warranty. You, Your. The person named on the Warranty Schedule. Vehicle. The vehicle described on the Warranty Schedule as the covered vehicle. Term. The period detailed on the Warranty Schedule Mechanical Breakdown. The sudden and unforeseen failure of a component. It is not caused by wear and tear, normal deterioration, negligence, or accident damage. ICME. The Institute of Consulting Mechanical Engineers, who specify the standard times for Vehicle repairs. Breakdown Assistance. A service provided on our behalf by the Automobile Association. I hope that was not too painful. Please keep reading as the Key Facts about Your Warranty are on the next page. 3

5 The Key Facts This Warranty is provided by Vertu Motors plc, which is registered in the United Kingdom under Company Registration Number , and whose registered address is Vertu House, Kingsway North, Team Valley, Gateshead, Tyne and Wear, NE11 0JH. The benefits the Warranty provides. The Warranty covers the replacement of mechanical and electrical parts which have suffered a Mechanical Breakdown. It also covers the cost of labour to fit failed parts. Breakdown Assistance is provided for the whole Term of the Warranty. Claim Limits. There is no restriction on the number of claims that You can make under this Warranty. The total financial value of all claims that We will pay will be limited to the purchase price of the Vehicle. This value is shown on the Warranty Schedule. If the value of a claim exceeds the current replacement value of Your Vehicle, We reserve the right to replace the Vehicle instead of making the repair. If You make a claim when Your Vehicle mileage is above 80,000 miles the maximum value we will pay is limited to 2,000 per claim (inclusive of VAT). The maximum value we will pay for the repair or replacement of audio systems is 1,000 (inclusive of VAT). Mileage Limits. The Warranty cover will end when the vehicle mileage exceeds 110,000 miles. Car Hire. We will pay a maximum of 30 per day (inclusive of VAT) for car hire for a maximum of 7 days, whilst Your Vehicle is being repaired as long as the ICME time for the repair exceeds 8 hours. We will not pay for car hire whilst waiting for parts to be sourced or during the period before the repairer can start work on Your Vehicle. European Cover. This Warranty will cover Your Vehicle for 60 days in each year of the Term for use in the member states of the European Union. This extension to cover does not include Breakdown Assistance. Excluded Items. There are a number of items that are excluded from cover under this Warranty. This is for a number of reasons, and the details are explained on page 7 of this booklet. Cancelling the Warranty. The Warranty can be cancelled at any time but we will only consider a refund in exceptional circumstances such as the death of the person named in the Warranty Schedule. Is the warranty transferable if you sell the car? No. The Warranty cover only applies while You own the Vehicle listed on the Warranty Schedule. 4

6 How to make a claim for a Mechanical Breakdown The quickest and easiest way to make a claim is to contact the service department of your nearest Vertu Motors dealership. This can be found in the find a dealer section of They will contact Us to confirm authority to complete any necessary repairs. If this is not convenient then by all means call Us directly on , or us at warranty@vertumotors.com How to get help if you need Breakdown Assistance The AA service number is and quote Your vehicle registration number and which of Our dealerships You purchased the vehicle through: Bristol Street Motors, Vertu, Macklin Motors. 5

7 The Terms and Conditions The objective of this section is to be clear about how We will deal with any claim You may make. We have tried to make this as simple as possible and We assure you it is much shorter than for most equivalent warranties. As a consumer You have certain legal rights granted by law in relation to defective goods and services. This Warranty is in addition to and does not affect those rights. If you are unclear about anything then please do not hesitate to call us on You must not give authority for work to be carried out before contacting Us to arrange Your Warranty repair. We will only pay invoices where We have issued an order number. The only variance to this is if You are outside of the United Kingdom at the time of the Mechanical Breakdown, details are shown below. Where diagnostic work is required to identify the cause of a failure, We will limit our payment to 30 minutes of labour required to diagnose the cause of the failure, and We will only pay this should the cause of the failure be covered under the terms of this Warranty. In certain circumstances We may need to organise an inspection of the Vehicle to determine the cause of a failure. If this is required We will organise this as quickly as is reasonably possible. If more than one warranted part has failed at the time You contact Us, it will be dealt with as one claim. Should You need to make a claim for a covered part whilst abroad in the European Union then wherever possible contact Us on It is very likely that You will need to pay for repairs, and retain an invoice which We will require to see before We reimburse the costs to You. Any reimbursement will be limited to the normal costs We would have paid should the failure have occurred in the UK. We reserve the right to specify the use of guaranteed reconditioned or exchange parts. If You are VAT registered, the VAT element will not form part of any claim against Us. 6

8 Excluded Items We would love to tell you that absolutely everything is covered, and We have tried to get as close to this as We can, but We have excluded a relatively small number of items. These parts are excluded for a numbers of reasons and are as follows: Parts that are replaced as part of the vehicle manufacturer s routine service schedule. Filters: oil, air, pollen, fuel or any other filter that requires periodic change including diesel particulate and FAP filters. Spark plugs, Sump plugs and washers. Gaskets that need changing as part of a service. The scheduled change of camshaft drive belts. Routine adjustments required to keep Your Vehicle running safely and efficiently. Parts that wear out as a normal consequence of use and which are expected to be replaced periodically: Brake pads and discs, brake shoes and drums, clutch friction facings, and the exhaust system. The following items are covered but only until the Vehicle has covered 60,000 miles: Catalytic converters, shock absorbers, wheel bearings, suspension and steering ball joints, suspension bushes, and king pins. High value items. Air suspension sytems. All radar and cruise control systems. Satellite Navigation systems. DVD entertainment systems including screens. Glass and Lamps. We will not cover any glass including heated front and rear windscreens, heated mirrors, or any heated element encased in glass. We do not cover lamp assemblies or bulbs, including headlamp self leveling and igniter systems. Other items that are not covered. All body parts including sun roofs, convertible tops and paintwork. Door, boot and window seals. Electrical wiring, looms, connection blocks and connections. Fixings and fastenings. Interior trim. Seats (including frames and runners), and carpets. Wheels and tyres. Drive shaft and steering gaiters. Batteries. Handbrake cables. All pipes, hoses and clips including power steering, brake and fuel pipes. Fan and auxillary belts. Air bag and system. Windscreen wiper blades and washer jets. Parts subject to a recall by the vehicle manufacturer. MOT failures on exhaust emission standards. Damage due to mis-fuelling of Your Vehicle. Mis-fuelling can cause significant damage to the entire fuel system, and particularly the fuel injection pump. Damage caused in this way is specifically excluded from this Warranty. Carbon Build up. Parts that fail as a result of carbon build up to the cylinder head, valves and pistons will only be covered for the first 6 months of this warranty. Parts fitted after the manufacture of the Vehicle. For example hands-free telephone kits, alarms, and in-car entertainment systems. Parts that fail due to flood, freezing, snow, ice, or corrosion are excluded. 7

9 Maintaining your Warranty Please read these items carefully. We ask that you adhere to these few simple rules in order to maintain the benefit of the Warranty cover on Your Vehicle. Have Your Vehicle serviced regularly. You must ensure that Your Vehicle is serviced in line with the recommendations of the Vehicle manufacturer (it is your responsibility to check what the service intervals are). The servicing must be carried out by a dealer within the Vertu Motors Group or a dealer authorised by Us. Servicing must be carried out within 4 weeks or 1,000 miles of the service schedule. Please ensure that the servicing dealer completes and stamps the service record and retain a copy of the invoice as this will be required in the event of a claim. If You fail to have Your vehicle serviced in accordance with this requirement the cover provided by this Warranty will end. Use the correct engine oil. Modern engines are designed to run on specific grades of oil and You must ensure the correct grade of oil is used in Your Vehicle. Replace timing belts periodically. If Your Vehicle has a timing belt You must ensure that it is replaced in line with the recommendations of the Vehicle manufacturer. We will not accept a claim for damage caused by the failure of a timing belt that has not been replaced in line with this requirement. Provide Us with information. You must provide Us with all of the information We reasonably require in order to decide if a claim is valid under the terms of this Warranty. Make any claim promptly. If a warranted part fails You must notify Us promptly and within a maximum of 7 days after you discover the problem. Any delay in notifying Us may cause further problems if You continue to use Your Vehicle and could invalidate Your Warranty as explained on page 9. 8

10 Things that could invalidate your Warranty We want Your Warranty to be there when you need it. There are a few rare circumstances that would mean that we would refuse to meet a claim. Just for clarity we have listed them below. Modifications to Your Vehicle. You must not alter or modify Your Vehicle from the manufacturer's original specification. Using Your Vehicle in any form of motor sport. This includes racing, rallying, time trails, hill climbs, and endurance events. Using Your Vehicle for Hire or Reward. This includes use as a taxi, for the provision of chauffeur services, or as a driving school car. Providing us with inaccurate information. If You knowingly provide Us with incorrect information, or You fail to disclose information which may reasonably affect Our decision to cover a claim, Your cover under this Warranty will end. Continuing to use Your Vehicle after a fault has developed. You must act reasonably to prevent consequential damage when a failure becomes apparent. For example, You must not continue to drive Your Vehicle if it shows signs of overheating or having insufficient oil as this may result in serious damage to the engine and other components. 9

11 AA Assistance What to do if you have Broken Down For help following a Breakdown in the UK please telephone : Motor Assured Assistance Quote Account BCASP If You feel You are in a position of danger from other traffic leave the vehicle from the door furthest away from the traffic and move to a place of safety. Home Start provides all the benefits of Roadside Assistance at the vehicle s registered address. Please refer to page 11 for full details. Recovery recovery of You and Your Vehicle to a UK mainland destination of Your choice if We are unable to fix Your vehicle at the roadside or arrange a prompt local repair. This means You can choose to be taken home, to Your destination or anywhere else on the UK mainland, regardless of how far this may be. Please refer to page 11 for full details. More detailed descriptions of these services are given below. Advise the operator of the location of the Vehicle, the nature of any fault and provide any other information requested by the operator. Who Provides Your Cover? Motor Assured Breakdown Assistance Cover is provided by The Automobile Association Limited. Breakdown cover what s available Motor Assured Breakdown Assistance Cover offers You the following breakdown services: Roadside Assistance provides roadside assistance throughout the UK, 24 hours a day, every day of the year. Our number one aim is to fix Your vehicle, but if it cannot be fixed it will be taken to the nearest garage. Please refer to page for full details. Roadside Assistance What is covered: Roadside Assistance is available if the Covered Vehicle is stranded on the highway more than a quarter of a mile from Your Home Address as a result of a breakdown. If, following a breakdown, Our appointed agent cannot fix the Covered Vehicle within a reasonable time, it will be taken to Our choice of relevant local repairer or to a local destination of Your choice, provided it is no further; Please note that any contract for repair, other than repairs carried out by Us or Our agent at the roadside under Your Motor Assured Breakdown Assistance Cover, is between You as the person deemed as requesting the repair and the repairer it is not Our responsibility to instruct the repairer to undertake any work required or to pay them for it; 10

12 AA Assistance M O T O R A S S U R E D We do not guarantee that any recovery to a relevant local repairer will be within the opening hours of the repairer, or that the repairer will be immediately available to undertake any required repair. Whilst We will endeavour to check that the chosen repairer carries out the type of repair work required, this cannot be guaranteed and We do not provide any assurance or warranty with respect to any work carried out at Your request by any third party repairer. A second or subsequent recovery, after the Covered Vehicle has been recovered following a breakdown; Assistance following, Fire, Theft or Vandalism or other incident normally covered by a motor insurance policy. All things excluded under General Terms and Conditions, pages What is not covered: The cost of spare parts, fuel, oil, keys or other materials required to repair the Covered Vehicle or any supplier delivery or call-out charges related to these items; The cost of any labour, other than that provided by Our agents under Your Motor Assured Breakdown Assistance Cover at the scene of the breakdown. Any additional transport or other costs that You might incur or any incidental expenses that may arise during a recovery. We cannot accept any costs for passengers who do not accompany the vehicle while it is being recovered; Routine maintenance and running repairs eg radios, interior light bulbs, heated rear windows; Any recovery or tow following an accident (see General Terms and Conditions, clause 2, page 14); Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle s removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by You; Home Start What is covered: Home Start provides access to the same service as is available under Roadside Assistance following a breakdown within a quarter of a mile of Your home address. What is not covered : as Roadside Assistance Recovery What is covered: Recovery is available when We provide Roadside Assistance service and We cannot arrange a prompt local repair; Recovery provides recovery of the Covered Vehicle, together with You and up to a maximum of seven passengers to any single destination of Your choice on the UK mainland or in Northern Ireland (see also General Terms and Conditions, clause 1g, page 14). 11

13 AA Assistance M O T O R A S S U R E D What is not covered: Recovery of the Covered Vehicle if it is at or within a quarter of a mile or less of the Home Address. A second or subsequent recovery (e.g. the return journey from Your chosen destination or following a further breakdown of the Covered Vehicle). Overnight accommodation, incidental expenses, transportation of passengers in excess of the maximum number or transportation of passengers who are not in the Covered Vehicle at the time of the breakdown (although We can assist with arranging such accommodation and transportation at Your cost on request). All things excluded under Roadside Assistance what is not covered, page 11. Definition of words and phrases used in this Section Some common terms are used to make this section easier to understand. Wherever the following words or phrases appear they will always have the meaning set out below. AA means the service provider of Motor Assured Breakdown Assistance Cover being The Automobile Association Limited for Roadside Assistance, Recovery and Home Start. Covered Vehicle / Your Vehicle means a vehicle operated by You which has been notified to us by Motor Assured Warranty as being eligible for Motor Assured Breakdown Assistance. Driver means the driver of the Covered Vehicle at the time of the breakdown. Home Address means the address which We have recorded as the registered address of the Covered Vehicle at the time of the relevant breakdown. Our We and Us means the AA and any or all members of the AA group of companies or the relevant AA group company who provides or procures the provision of Motor Assured Breakdown Assistance or the relevant part thereof and as applicable shall include Our agents or subcontractors acting on Our instructions. Year(s) means the period(s) of 12 months commencing from the date of the start of Your Motor Assured Warranty and each successive period of 12 months commencing on each anniversary of that date of the start of the Warranty. Warranty means the warranty provided by Vertu Motors plc in relation to the Covered Vehicle. Motor Assured Assistance means the supply of breakdown services arranged by Vertu Motors Plc and provided by The Automobile Association Limited under these Terms and Conditions namely the provision of Roadside Assistance, Home Start and Recovery. Vehicle Specifications means in relation to Covered Vehicles the Vehicle Specifications set out under these Terms and Conditions. You and Yours means the person named in the Warranty Schedule or, as the context requires, the Driver driving the Covered Vehicle with Your consent. Your Cover means the cover and services prescribed under Your Warranty cover pursuant to these Terms and Conditions. 12

14 AA Assistance M O T O R A S S U R E D Duration of cover Motor Assured Breakdown Assistance Cover runs consecutively with your Warranty and will only be valid for the same duration as the term of the Warranty. Vehicle specifications Motor Assured Breakdown Assistance Cover is only available for cars, vans and minibuses which meet the specifications set out below. Please note that the expressions car, van, or minibus do not include, amongst other things motorcycle, electric pavement vehicles, electrical wheelchairs, bicycles (including electric bicycles), any vehicle which cannot lawfully be used on the public highway and/or any non-motorised vehicle. Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross vehicle weight Maximum Vehicle Width: 7ft 6in (2.3m) Maximum Vehicle Length: 5.5m (18ft) Assistance will also be provided for a caravan or trailer which was on tow at the time of the breakdown. If the breakdown is on the caravan or trailer rather than on the Covered Vehicle We will offer assistance where We can but reserve the right to charge for such assistance. Transportation of animals Please note that horses or livestock will not be recovered and the recovery of any animal is at Our discretion. See General Terms and Conditions, clause 1m, page 14. General Terms and Conditions General exclusions 1. Vertu Motors Breakdown Assistance Cover does not provide for: a. Your Vehicle servicing or re-assembly e.g. where this is required as a result of neglect or unsuccessful work on Your Vehicle other than on the part of Us or Our agents; b. the cost of garage or other labour required to repair Your Vehicle, other than that provided by Us or Our agents at the scene of the breakdown or accident; c. any costs of draining or removing fuel, lubricants or other fluids as a result of the introduction of an inappropriate substance. We will arrange for Your Vehicle to be taken to a local garage or another appropriate location but You will have to pay for any work carried out; d. any additional charges resulting from a failure to carry a legal and serviceable spare wheel or tyre in Your Vehicle, except where this is not provided as manufacturers standard equipment. We will endeavour to arrange on Your behalf, but will not pay for, assistance from a third party; e. having Your Vehicle stored or guarded in Your absence; f. the provision of service when Your Vehicle is on private property eg garage premises, unless You can establish that You have the permission of the owner or occupier; 13

15 AA Assistance M O T O R A S S U R E D g. the provision of service to any persons in excess of the number of seats fitted in Your Vehicle at the time of breakdown, or to anyone who was not travelling in Your Vehicle at the time of the breakdown. If there are more people than the maximum allowed, We will seek to arrange, but will not pay for, their onward transportation; h. any ferry, toll or congestion charges incurred in connection with Your Vehicle as a result of it being recovered; i. the recovery of any vehicles bearing trade plates or which We have reason to believe have just been imported or purchased at auction; j. the transportation of immobilised vehicles where We consider this to be part of a commercial activity, for example, to, from or for motor dealers or delivery companies; k. the cost (including any call-out charge) of any locksmith, body-glass or tyre specialist, should We consider this to be required. We will endeavour to arrange this help on Your behalf, however it will not pay for these specialist services and any contract for services provided will be between You and the relevant specialist. If, in Our reasonable opinion, Your Vehicle requires recovery to such a specialist to be mobilised and, to effect that recovery, specialist lifting equipment not normally carried by Our standard technicians is required, We will arrange the recovery but at Your cost. If use of a locksmith or other specialist would, in Our opinion, mobilise the vehicle, no further service will be available for the breakdown in question; l. the cost of any specialist lifting equipment (not normally carried by Our agents), if this is, in Our view, required to provide assistance e.g. when a vehicle has left the highway, is standing on soft ground or is stuck in snow or floodwater. In these instances, We will arrange recovery but at Your cost. Once the vehicle has been recovered to a suitable location, Our normal service will be provided; m. the transportation or arrangement of the transportation of any animal. We will not recover horses or livestock. If We or Our agents does, at its absolute discretion, agree to transport any animal, then this will be at Your own risk. It is Your responsibility to secure any animal being transported or to make alternative arrangements for its transportation; n. assistance for vehicles broken down as a result of taking part in any Motor Sport Event, including, without limitation, racing, rallying, trials or time-trials or auto test. However, for the avoidance of doubt, We do not consider Concours d élègance events, track test days for road-legal vehicles or rallies held exclusively on open public highways where participants are required to comply with the normal rules of the road, to be Motor Sports Events. o. Where the breakdown is as the result of a trailer or caravan breaking down and not the Covered Vehicle we will offer assistance where We can but reserve the right to charge for any assistance given. 2. Vertu Motors Breakdown Assistance Cover does not provide for any vehicle recovery following an accident. We may, if You request, be prepared to provide recovery following an accident but, if so, You will be responsible for paying Our charges for this assistance (including, but not limited to, any charges relating to any specialist equipment used). You must pay, on request, any applicable charges. You must give Us, on request, any relevant information We reasonably request in regard to all matters referred to in this clause. Please note that, following an accident, or otherwise, it is and remains Your responsibility to ensure that any 14

16 AA Assistance M O T O R A S S U R E D requirements of the relevant motor insurer are properly complied with when making a claim under Your motor insurance policy. General rights to refuse service 3. We reserve the right to refuse to provide or arrange Vertu Motors Breakdown Assistance Cover where: a. If You or someone on Your behalf is not in attendance with the vehicle at the time assistance arrives; b. in our reasonable opinion, Your Vehicle was, immediately before breakdown or accident, dangerous, overladen, unroadworthy or could not otherwise have been lawfully used on the public highway; c. in our reasonable opinion, the giving of service would involve any breach of the law; d. We reasonably consider that You: i. or anyone accompanying You, is behaving or has behaved in a threatening or abusive manner to Our employees, or agents, or to any third party contractor; or Additional services 4. Any additional services made available by Us which are not described in these Terms and Conditions are provided on a purely discretionary basis and may be withdrawn at any time. Requests for assistance 5. All requests for assistance must be made to Us using the contact instructions provided by Us from time to time. If You contact a garage direct, You will have to settle its bill and We will be under no obligation to reimburse You. Emergency nature of breakdown service 6. Our agents are trained and equipped to carry out emergency roadside repairs and are not in a position to comment on the general safety or roadworthiness of a vehicle after a breakdown or an emergency repair. In addition, completion of an emergency repair cannot be taken to signify or in any way guarantee the general roadworthiness of the vehicle concerned. ii. have falsely represented that You are entitled to services that You are not entitled to; or iii. have assisted another person in accessing Our services to which they are not entitled; or iv. owe Us money with respect to any services, spare parts or other matters provided by Us or by a third party on Our instruction. 15

17 Claims Number Breakdown Number A division of Vertu Motors plc Vertu Motors plc, Vertu House, Kingsway North, Team Valley, Gateshead NE11 0JH

18 How to complain if you are unhappy with us We pride ourselves on being clear, open, and trustworthy in our dealings with Customers. However we do recognise that there may be an occasion where you may not be happy with the outcome of a claim, or in the way that we have dealt with you. In these circumstances we want to make it easy for you to the raise the issue with us, and we commit that we will respond to you in a timely manner having taken due notice of the issues that you have raised. If you have an issue you would like to raise with us you can contact our Customer Services department by phone on or by at customerservices@bristolstreet.co.uk. Or you can write to: The Commercial Director Vertu Motors plc Vertu House Kingsway North Team Valley Tyne and Wear NE11 0JH 16