Below we list some frequently asked questions that give you an insight into your options when buying from us. If you can’t find the answer to your question here contact us here or call in at one of our showrooms for a chat, there’s no obligation to buy!
#1 - Our buyers - They hand pick the
#2 - Our Inspectors - They check every car from head to toe when they first arrive on site
#3 - Our Road Testers - They give every car a run out on the road once we've finished our
#4 - Our Cosmetic Repairers - They ensure our cars are prepared to our high standard
#5 - Our Valet QC - They make sure our valet team
#6 - Our Display Checkers - They give the car a once over before we put it on to
#7 - Our Final QC - Once you've bought your new car they give it a once over to make sure
#8 - Our Hand Over Team - They give it the final once over before you arrive to collect your new car
Our optional delivery admin fee is to cover our costs in ensuring the your delivery goes smoothly. It covers:
· Re-valet of your new vehicle
· The process of taxing the vehicle
· Handling a plate transfer/retention (where applicable)
· Performing a provenance (HPI) check on your part exchange
· Settling any outstanding finance (where applicable)
We’d prefer to undertake these services to all customers. However the fee is optional. If you choose to not to pay it then your new car will not be re-valeted & you will need to:
· Tax your vehicle yourself at the point of collection
· Provide a HPI or Experian certificate for your part exchange
· Settle any outstanding finance & provide a 'full & final' clearance letter from your lender before delivery (where applicable)
· Handle your own plate transfer paperwork (where applicable)
The cost of the fee is £37.50 including vat.
Yes - we take away as much hassle as we can, and it’s easy to shop with us either online, at our showroom or even over the phone - so you don’t need to keep visiting main dealers. We’ll organise part-exchange valuations while you wait, same-day test drives, and even great-value finance and after-sales packages – all to save you from shopping around. And we only sell from stock, so your car will be ready to collect just a couple of days after you've made your decision.
We offer great value in everything that we do, from the price of the car itself (you could save up to £10,000 compared to main-dealer prices) to our competitive finance deals and high-quality aftercare packages. Because of the size of our operation, we can do all this without sacrificing quality or our high levels of service.
The only potential charges come from Road Fund License, Cherished Number Transfer/Retention (if applicable) and our optional Delivery Administration Fee. See the separate section for further information on this fee.
Some of our providers charge a fee for certain methods of payment. We work hard to keep them as low as possible. The table below gives details of these fees:
|Payment Type||Limit per transaction||Fee amount|
|Credit Card||One card||1.5%|
Bank transfers are free of charge. Our account details are provided at point of sale.
Yes – we’re members of and regulated by:
We are subscribed to the National Conciliation Service (NCS) which is the UK’s certified automotive retail Alternative Dispute Resolution (ADR) provider. As one of our customers, you are able to use the NCS if you feel we have not internally been able to resolve your complaint.
The NCS has been certified by the Chartered Trading Standards Institute (CTSI) as compliant with UK and EU regulations in respect of ADR.
You can read more about them at:
If you find you need to contact the Financial Ombudsmen Service with regard to a complaint with us that is within their remit then they are available at:
Financial Ombudsmen Service
Harbour Exchange Square
Telephone: 0207 964 1000
Friends is our loyalty programme, exclusively for customers of The Car People. Friends gives you a range of benefits, all desgined to either save you money on motoring related items or take the hassle out of car ownership.
From 15th July 2015 new customers are invited to join the programme when they collect their new car. Previous customers will be either emailed details of how to join or receive a postal invite.
We have almost 200,000 customers, so please bear with us whilst we send the invites out.
No we want you to feel free to test-drive as many cars as you like, whenever you want. At all but the very busiest times, we will quickly organise a test-drive for you of as many cars as you wish.
We have a series of 5 preparation levels (1,2C, 2, 2+ & 3). Each one is designed to ensure we thoroughly check & prepare every vehicle to our high standard.
Levels 1 & 2C are for vehicles that either do not require a service or one is not due within the next three months. These levels include a detailed multi-point inspection, thorough mechanical, cosmetic and structural inspections as well as a road test. We'll also perform quality control checks after valeting & before delivery.
Levels 2, 2+ & 3 have all the above checks as well as a service element. This is because either a service is due, one is imminent, or we have no evidence that the correct service has been done in line with the vehicle's age & mileage. The parameters for these levels are set around the vehicle's age & whether it is still covered under a manufacturer's warranty.
All our cars come with our minimum 90 day warranty, which covers all mechanical & electrical compontents for unlimited claims in the warranty period. A copy of the exact cover is available upon request.
Additionally some cars are listed on the site with Balance of manufacturer's warranty. These vehicles carry the remaining portion of their new car warranty.
Finally we have some vehicles that are listed with Warranty at manufacturer's discretion. They are vehicles that are still within their manufacturer's warranty period however their servicing is outside of the manufacturer's recommendations. They will have warranty cover, however a failure that is service related may not be covered.
Any vehicle can be purchased with our RAC approved extended warranties, which include full RAC breakdown assistance.
We do not deliver as we cannot guarantee the service levels offered by transport companies. Also most customers find the cost of delivering a single vehicle to their door very expensive.
Because we only sell from stock, there are no lengthy delays while you wait for your car to be delivered. We can even do a same day delivery, subject to an available hand over appointment. The only delay is if you have a cherished number plate, which has to be processed by the Local Vehicle Licensing Office.
As part of our delivery administration
Registration Document (V5C) Holding Deposit
Once you’ve taken your new car we’ll have your old vehicle as part-exchange,
We have a department dedicated to sourcing documents and other items for our used cars. All information we collect is stored on our computer system and displayed on our vehicle specification sheets, our website and your order. That way, there are no surprises and you’ll know exactly what to expect with your new vehicle. We even guarantee that if we fail to deliver an item documented on your order, we’ll arrange a replacement without question.
We have a central customer services team who are on hand seven days a week to help you with any queries & ensure you get the best possible service. If you have an issue where the car has to come back to us then the car will need to go back to the site where you collected it from, as they have the best knowledge of the vehicle & it’s history. Because of this we recommend that, wherever possible, you take delivery of your new car from your local branch.
Our website is updated 3 times per day at 12:00am, 12:00pm and 17:00. Once it has been prepared & valeted for display then the photographs are uploaded within 24 hours. Finally as soon as a car is sold it is immediately taken from the site.
We can organise photographs for you for a car that isn’t local. We can also organise for you to view the car at its current location and then move it for you once you’ve ordered it. Alternatively you can order the car in advance and we can then move it ready for delivery. In these instances we would charge a £100 transfer fee that is deducted from your vehicle balance if you choose to buy it. However to do this the vehicle will need to be viewed before we tax/register it.