NFDA USED CAR STANDARDS

Transcription

1 USED CAR STANDARDS

2 NFDA USED CAR STANDARDS July OUR PLEDGE TO OUR CUSTOMERS As a member of the National Franchised Dealers Association (NFDA), we commit to these Used Car Standards that give confidence to customers when visiting our Dealerships. Our businesses are committed to delivering a first class experience to all used car buying customers. Buying from a NFDA member is one of the safest and most reliable ways of buying a used car in the UK today. Our modern Dealerships are staffed by highly trained and knowledgeable staff and we aim to provide a stress free, one stop buying experience where all your requirements are met. With a focus on competitive pricing, we provide a wide selection of vehicles, finance funding expertise and supplementary products designed to meet your needs. Our trained technicians prepare vehicles to a high standard to ensure that the vehicle you purchase is safe, roadworthy and reliable. Further protection is available following delivery, if required, through the warranties that we offer. With detailed checks via sophisticated processes, we provide security against what can happen when a used car is purchased from an unscrupulous seller. All NFDA members are committed to these Used Car Standards as professional manufacturer approved main dealers.

3 1. STAFF TRAINING, COMMUNICATION AND CONDUCT All staff will be trained to a high standard and able to assist and communicate with customers in a knowledgeable and professional manner, adopting the principles of good practice and treating customers fairly at all times. We will communicate in plain language and avoid jargon. We will agree and use your preferred communication method via , text or telephone. You will be given the opportunity to give feedback which will be used by us to improve future standards 2. VEHICLE CHECKS We will undertake vehicle provenance checks using reputable and independent vehicle checking companies to verify factors such as previous ownership, legal title, mileage and mechanical condition. Documentary evidence relating to vehicle checks will be maintained, kept on file and available for inspection for a reasonable period of time. Where the results of a check are not yet known or are unknown then such information will be clearly communicated. When purchasing vehicles for sale, sellers (including owners of part exchange vehicles) will be required to provide key information, including V5 registration documentation and, where applicable, MOT certificates, service records and warranty details. All vehicles offered for sale by us will have been checked for: Vehicle history e.g. mileage, theft and insurance write off. Vehicle title, current and previous ownership, registered keepers and users. Outstanding finance. Valid MOT. Mechanical condition. Where a customer is not completely satisfied with the results of a vehicle check and notifies us promptly in writing, they will be given the opportunity to withdraw from the intended purchase and be refunded any deposit or reservation fee that has been paid.

4 3. VEHICLE MILEAGE CHECKS We will take sensible steps to establish the accuracy of odometer readings of vehicles. This will be achieved by: Carrying out an independent mileage check through an independent vehicle data company. Where applicable, checking the mileage shown on the MOT certificate and VOSA database. Considering whether the mileage displayed on the odometer of a vehicle promoted for display is, in the circumstances (and taking into account any other reasonable explanation), commensurate with the age and condition of the vehicle. For vehicles known to us, we will utilise our own records. Where mileage discrepancies are found, we will undertake further checks to establish the correct mileage. Where an odometer has been changed or replaced for a legitimate reason an explanation will be clearly communicated to the customer including details of the mileage and date at the time of change. We will only use mileage disclaimers if it has been not been possible to establish the true mileage. 4. VEHICLE CONDITION As regards mechanical standards (including minimum MOTs) we will ensure that: In addition: Mechanical checks are always undertaken by a suitably qualified technician. All vehicles subject to an MOT will be sold with a minimum of 6 months MOT (excludes Northern Ireland). A record of all mechanical checks will be kept and available for inspection. - - All vehicles we sell will be professionally valeted and prepared prior to delivery.

5 5. TEST DRIVES We will aim to offer all customers a test drive in the vehicle of their choice before they commit to a purchase. All vehicles to be test driven will have been safety checked, will be roadworthy and will have a valid MOT (if 3 or more years old). 6. PART EXCHANGE We will subject all vehicles offered by customers in part exchange to a full, proper and detailed appraisal before a valuation is confirmed. 7. VEHICLE SALES PROCESS Customers will be given details of: Vehicle make, model, derivative and fuel type. Vehicle history. Odometer reading and mileage check details (including mileage discrepancies). Vehicle condition. MOT status. Any known major accident damage. Details of previous ownership. Details of any warranties. Details of accessories and any modifications. CO2 rating. 8. DEPOSITS AND CASH HANDLING We will clearly display and notify customers of payment options. Any restrictions on payment types such as cash or credit card limits or charges for using a particular method of payment will be clearly communicated.

6 9. WARRANTY When purchasing a vehicle customers will be advised clearly of any warranty cover. This may include informing the customers of the balance of a manufacturer s warranty or if not available the provision of a third party/dealer warranty in accordance with normal warranty terms. Where available, customers will be given the opportunity to extend an existing warranty or purchase an additional warranty. Customers will, as a minimum, be provided with the following information: Type of warranty. Length of warranty. Scope of warranty cover. Warranty exclusions. Claims limit. Terms and conditions of warranty and any restrictions that may apply (e.g. vehicles used for hire or reward). Geographical scope. Claims procedures. Complaints procedure. We will provide customers with all relevant warranty documentation at the point of delivery. Any work required under warranty will be undertaken promptly in a professional manner and in accordance with the terms of the policy. Any cause for delay will be explained to a customer at the earliest opportunity. 10. FINANCE AND INSURANCE We will only offer customers finance and insurance products suited to their needs and circumstances (as such needs and circumstances are communicated to us by customers).

7 11. VEHICLE HANDOVER When undertaking a vehicle handover with a customer we will: Explain and demonstrate the operation of the vehicle including all vehicle controls. Confirm and explain any accessories or additional extras. Ensure the customer is given important information such as fuelling requirements, radio codes and tracker information and is provided with vehicle keys. Explain service requirements including frequency of service intervals. Draw attention to the Road Fund Licence, MOT and, in particular, their expiry dates. Present and explain the vehicle s warranty cover highlighting any conditions and exclusions. Present and explain any servicing cover highlighting any conditions and exclusions. Present and explain any insurance cover highlighting any conditions and exclusions. Explain any breakdown cover. Present and explain the sales invoice and, where applicable, any finance documentation. Ensure the customer signs all relevant documentation. - - Inform the customer of the main points of contact in the Dealership for future assistance and contact.

8 12. COMPLAINTS HANDLING We have an effective and robust complaints handling procedure and will provide the following: Prompt acknowledgement and professional handling of complaints by dealer staff and management. Agreed timescales to resolve the issue. Agreed methods to resolve complaints or issues at the Dealership. We will record all customer complaints and their outcomes. We will ensure all our staff have a clear understanding of our complaints procedure and will be trained to assist you. Where a complaint has been raised via an external body such as Trading Standards or the Financial Ombudsman Service, we will correspond with that body in a timely and professional manner. If a complaint cannot be resolved at the dealership, we will refer you to the RMI National Conciliation and Arbitration Service. This service can be contacted via [email protected] NATIONAL FRANCHISED DEALERS ASSOCIATION 201 GREAT PORTLAND STREET, LONDON W1W 5AB TEL: [email protected]