Agnew Group FAQs

 

At the Agnew Group, safeguarding our customers and colleagues is always our number one priority.  The COVID-19 situation is evolving, and we are aiming to keep you informed throughout this process.  You will find below a series of frequently asked questions that we hope will give you the answers to any queries you may have and provide you with some reassurance on the steps that we are taking.

We will update this page as information changes. 

Monday 8:30AM-5:30PM
Tuesday 8:30AM-5:30PM
Wednesday 8:30AM-5:30PM
Thursday 8:30AM-5:30PM
Friday 8:30AM-5:30PM
Saturday 9:00AM-1:00PM
Sunday CLOSED

 

You can find contact numbers for all of our dealerships HERE.


Sales FAQs

We anticipate that our showrooms will experience a higher level of enquiry, so it will be beneficial to make an appointment in advance allowing us to meet your requirements. The preference of an appointment will allow us to control social distancing, ensuring your safety at all times, yet providing you with an attentive and enjoyable experience.

Please contact the relevant dealership by phone or use the ‘contact us’ section of the Agnewcars.com website. In advance, we can assist with initial information helping you to select the right car for your needs.

Yes, however, to ensure the safety of customers and colleagues for the foreseeable future, we will be offering unaccompanied test drives only. Test drives will follow a pre-approved route and last for a maximum of 15 minutes. To enhance your knowledge and enjoyment of the vehicle, prior to your appointment, a member of staff can send a comprehensive, personalised video of the vehicle, explaining key features and controls.

 *T&C’s apply, please refer to the dealership for further details.

You should bring both the plastic and paper part of your valid GB or ROI driving licence. 

Yes. Whilst our showrooms are now physically open to visit, if you would prefer to receive an indicative valuation remotely our sales team will be happy to assist. Please have the following information to hand as it will ensure the indicative valuation you receive is as accurate as possible:

  •  Current mileage
  • Date of registration
  • Number of owners
  • Service history

 You can also provide supporting photographs of the vehicle to assist with the valuation process. Our sales teams will assist you in this regard.

 Please note that any remote valuation is subject to a final, physical inspection of the vehicle.

 If you currently have a cherished registration that you wish to retain, please highlight this to the team member, and they will discuss the process of placing this on retention in advance.

Yes, our cars go through a thorough preparation process before we handover, within our normal sales process, and in addition to this we will do additional sanitising of your vehicle.   This will cover all touch points - driver’s seat / steering wheel / gear selector / door handles and boot handle.   

 This process will take place when our driver gets out of the vehicle before you take delivery.

Yes – if it is logistically possible, we can arrange your new car to be delivered. There will be a charge associated with this which will be relative to the distance and number of people required to fulfil this arrangement. 

Despite a significant increase in online enquiries, we aim to respond to all Sales enquiries within 1 hour during showroom opening hours, and the next working day outside our opening hours.  Please check our opening hours HERE 

To help us make your visit as efficient as possible time during your showroom appointment, we may ask you a few more questions than we would have previously. These could include;

  •  Name
  • Address & Postcode
  • Contact details (email & telephone)
  • Model of interest (new or used) 
  • Part Exchange details
  • Budget (Total or Monthly)
  • Timescale for purchase

The Agnew Group values the privacy of individuals and takes the security of your data seriously. We recognise you have rights under the Data Protection Act 2018 / GDPR 2016/679 to how your personal data is processed.*

Whilst our showrooms are now open for business, to avoid disappointment and extended waiting times we would advise making an appointment so that we can dedicate time to finding your perfect car. The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist with our social distance measures already in place. 

 We ask that customers phone the relevant dealership or use the ‘Contact us’ section of the Agnewcars.com website in advance. Our Customer Service teams will agree a suitable time and confirm your appointment via email.

Yes, we have increased our cleaning resource to ensure every display vehicle is sanitised after each customer interaction. This is for the safety of all customers and colleagues. Whilst our showroom vehicles will be kept locked, they can be opened for you on request.

During your appointment you may have to sign documentation. Consequently, we are providing hand sanitiser, masks and protective gloves for all customers and colleagues.

We have made changes to decrease the period of time that you will need to spend in the showroom and aim to have the whole delivery experience completed within an hour of arriving at the Dealership.

You will have a pre-arranged booking time to collect your new car and further, you are not obliged to arrive early as you will not be required to queue.

 If you would prefer and have arranged so in advance, the Sales Executive can meet you in the car park and perform the handover process this way.

Yes, we will contact you before the delivery to give you time to arrange your insurance cover note / certificate to be sent to us via email. We will use this to tax or register your car.

Prior to picking up your new car, we will provide you with a familiarisation video that will inform you about the controls and operations of your new car. Upon arrival we will present your new car and give you time to assure yourself of all functions prior to leaving the dealership. 

 24 hours after delivery, we will contact you by phone. At that point if there are any features that you would like more detail on, then we can provide online or video links that will explain with further clarity. We want you to get the best from your new car.

We understand that when purchasing a new car there are lot of details you need to think about.   To assist with this, we can offer you a live video call to cover off any further explanation of features or controls. We can also provide access to online video content that could be useful at any stage throughout your ownership period.   


Motability FAQs

The Motability scheme has now re-opened for orders from existing customers and new to scheme customers from 1st July 2020. The Motability pricing will be updated and issued each quarter from 1st July 2020 as normal. The safe handover of cars ordered before the lockdown is ongoing. For more information on your status if you have placed an order please contact the relevant brand for an update as some production times have been effected as a result of COVID-19.

The Motability scheme has extensive FAQs to help answer many queries and scenarios, please view them HERE


MOT FAQs

The DVA has advised of changes to vehicle testing, and testing resumes for more categories of vehicles from 1 September 2020.  These include:  

  •  Four-year-old private cars
  •  Four-year-old motorcycles
  •  Three-year-old light goods vehicles
  •  Buses
  •  Heavy goods vehicles: and
  •  Trailers

The DVA will no longer be issuing Temporary Exception Certifications for those listed above and will instead issue reminder notices to the owners with instructions on how to book a test.  

We can offer our comprehensive pre-MOT checks.  To book please contact us either by phone or email in the first instance to make an appointment.

The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist us to manage the number of customers in the showroom to adhere to social distancing rules.  You will find all contact details  HERE

For other vehicles outside of the categories listed above you are still required to keep your vehicle in roadworthy condition, so we can offer vehicle health checks that can provide peace of mind for driving.  

If your MOT is due or the date has past, we suggest checking the most recent up to date information which can be found HERE

While MOTs are not available across all categories it remains the owner’s responsibility to keep their vehicle in roadworthy condition, so in line with DVA advice you should continue to service your vehicle and carry out basic checks such as regularly checking tyre pressures and tread depths, looking out for brake wear and ensuring that all lights are working.  We can offer a vehicle health check to cover these areas that can provide peace of mind for driving. 

If your MOT is due or the date has past, we suggest check for the most up to date information on the following link; MORE INFO


Finance FAQs

We unfortunately cannot advise you on your own individual set of circumstances, therefore your best course of action is to contact our funding partners directly using the contact details below.  These finance providers are putting in place various options to support and assist you through these worrying times.  

We have been made aware that they are experiencing an unprecedented demand on their customer services at present.  

The information you should have to hand when contacting the finance providers is: 

  • Your agreement number and vehicle registration number
  • Your full name
  • Your date of birth
  • Your postcode

 

AUDI FINANCIAL SERVICES          

 

TEL:                         0800 912 3558 

 

EMAIL:                  customerservices@vwfs.co.uk  

 

WEBSITE LINK:    https://customer.vwfs.co.uk/contact-us.html

 

 

SEAT FINANCIAL SERVICES

 

TEL:                        0330 100 8975

 

EMAIL:                  customerservices@vwfs.co.uk  

 

WEBSITE LINK:   https://customer.vwfs.co.uk/contact-us.html

 

 

VOLKSWAGEN FINANCIAL SERVICES

 

TEL:                        0330 100 8975  

 

EMAIL:                  customerservices@vwfs.co.uk  

 

WEBSITE LINK:   https://customer.vwfs.co.uk/contact-us.html

 

 

PORSCHE FINANCIAL SERVICES

 

TEL:                        0344 871 0902  

 

EMAIL:                  customerservices@vwfs.co.uk  

 

WEBSITE LINK:   https://customer.vwfs.co.uk/contact-us.html

 

 

VOLVO SANTANDER RETAIL       

 

TEL:                        0800 085 1759  

 

EMAIL:                  customerservices@santanderconsumer.co.uk

 

WEBSITE LINK:   https://www.santanderconsumer.co.uk/

 

 

VOLVO CONTRACT HIRE SANTANDER

 

TEL:                        0800 083 1322  

 

EMAIL:                  customerservices@volvocontracthire.co.uk

 

WEBSITE LINK:   https://www.santanderconsumer.co.uk/

 

 

BMW FINANCIAL SERVICES

 

TEL:        0370 505 0150  

 

EMAIL:  customer.services@bmwfs.co.uk            

 

WEBSITE LINK: https://www.bmw.co.uk/en/footer/contact/contact-bmw-financial-services.html

 

 

MINI FINANCIAL SERVICES

 

TEL:        0370 505 0150  

 

EMAIL: customer.service@mini.co.uk   

 

WEBSITE: https://myfinance.mini.co.uk/en_GB/login.html

 

 

MERCEDES-BENZ FINANCIAL SERVICES

 

TEL:                        0370 847 0700  

 

EMAIL:                  customerservices-MBFS@daimler.com 

 

WEBSITE LINK:   https://www.mbfs.com/contact-us

 

 

NIIB      

 

TEL:                        0800 917 0931  

 

EMAIL:                  customerhelp@northridgeuk.com

 

WEBSITE LINK:   ttps://www.northridgefinance.com/

 

 

BLACKHORSE    

 

TEL:                        0800 151 2454  

 

EMAIL:                  Online access via link     

 

WEBSITE LINK:   https://www.blackhorse.co.uk/Contact/Call-Us-Now

 

 

EVOLUTION       

 

TEL:                        01246 458 800  

 

EMAIL:                  customer@evolutionfunding.com           

 

WEBSITE LINK:   ttps://web.evolutionfunding.com/

 

Fraud Awareness: Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers. Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself. Find out more HERE


Safety & Social Distancing Measures

The safety and well-being of our customers and colleagues is our number one priority, so to ensure this, we have put together a plan to maintain consistency for the key elements of social distancing, sanitising, personal protection equipment, and appropriate signage throughout the dealership. This includes directional and distance floor markers in walkways and customer consultation areas providing 2m distancing, Perspex screens, hand sanitiser, face masks and protective gloves for both customers and colleagues.

Please see a short video for what to expect when you visit our dealerships which can be viewed by clicking either of the links below.

New Sales Procedures > https://www.youtube.com/watch?v=ELEo-Ir6SgU

New Servicing Procedures > https://www.youtube.com/watch?v=epHGwC0z1lU&t=44s

All our Colleagues/staff have undergone training in advance of returning to work and all managers have received a guidance document on how we operate safely during the period of reopening. This will provide both our customers and our colleagues with a safe and comfortable environment, in line with the Government and Public Health guidelines. 

We will be sanitising the main interior and exterior contact points of your vehicle upon receiving it into the workshop and again before handover. The technicians working on the vehicle will be changing gloves and upholstery covers for each vehicle and washing their hands between every vehicle and customer interaction.  

We will minimise the number of touch points your vehicle has with our staff. Where possible, only 1 Technician will complete the servicing or maintenance from start to finish. The vehicle will then be sanitised and returned for your collection.

We will be able to accommodate those wishing to wait on repairs, subject to prior appointment and a likelihood of the job taking LESS THAN ONE hour to complete.  Once we confirm your booking our Customer Service Team will advise you of the length of time that is likely for this appointment. 

 We would suggest that you make alternative arrangements if your service or repair requires a longer period of time.

To ensure Social Distancing measures can be adhered to, each appointment slot is restricted to adults only, up to a maximum of 2 people. 

Yes, on arrival we will take you to a safe designated area which will be reserved for your appointment. The showroom and customer waiting areas have been redesigned to represent the space required for social distancing, and for your added safety all showroom desks now have screens fitted while you complete your vehicle documentation.

 We currently cannot accept cash payments, but all other previous payment methods will remain in place.

For the safety of customers and colleagues we are currently not offering refreshments in our dealerships. 

Yes, however, to adhere to social distancing, access to customer restrooms is restricted to one customer at a time. We have enhanced the sanitation and cleaning regime of all facilities.


Service & Repair FAQs

Whilst our showrooms are now open for business, to avoid disappointment and extended waiting times we would advise making an appointment. 

The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist us to manage the number of customers in the showroom to adhere to social distancing rules.

We ask that customers phone the relevant dealership or use the ‘Contact us’ section of the Agnewcars.com website in advance. Our Customer Service teams will agree a suitable time and confirm your appointment via email. 

You will find all contact details HERE

Please contact us either by phone or email in the first instance to make an appointment.   

The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist with us to manage the number of customers in the showroom to adhere to social distancing rules.

You will find all contact details HERE

To help us make your visit as efficient as possible time during your service appointment, we will call you 24 – 48 hours in advance.   

 It is important that this call takes place with the individual who is leaving the car in for the appointment.  

 During this call our Service Advisers will cover the following areas:  

  • Advise you of the individual who will be taking care of your vehicle whilst in our dealership
  • Confirm your appointment details and the work required
  • Provide and confirm with you the appointment time 
  • Provide a quote for the repair or service maintenance
  • Discuss contactless payment methods (If required)

Unfortunately, we are unable to offer loan cars during this time. However, we may on occasions be in a position of offering a replacement loan car, should your vehicle be off the road overnight & supported by manufacturer warranty.  We therefore recommend that you make suitable onward travel arrangements prior to leaving your car off for a service or repair. 

All our businesses have social distancing measures in place to protect both our customers and colleagues. As a result, this has a knock-on effect on our ability to offer onward transport and can no longer offer this service. 

In order for our technicians to fully understand an issue they need to test drive it to replicate the fault.   

Such road-tests will now take place without you accompanying our technician in the car. 

To help us to understand your issue better when you are booking the car in for a repair our service teams will try and establish exactly when the fault happens and what if anything, we can do to replicate the fault on our own. 

You may also be required to complete a diagnostic questionnaire or take a technical pre-plan call prior to your appointment which we will send to you.   

We may request that you send a short audio or video clip of the fault, if it is safe to do so, and this may help us to identify any parts that may be required prior to your visit. 

We have temporarily suspended the complimentary service wash and vac, but we will be sanitising the main interior and exterior contact points of your vehicle upon receiving it into the workshop and again before handover.

Please read our guide and view our video that explains what you should expect when you visit our workshops>>>


Service Plan & Warranty FAQs

We are working with each of our manufacturer partners to ensure that they adopt a flexible and sympathetic approach. Please contact our Aftersales teams if you have a specific query regarding your vehicle.  

 When contacting us please have to hand the vehicle registration number and policy number of your plan. 


Emergency Support

Manufacturer   Name  Contact Number  Link if Applicable
 Audi Audi Assist  0800 699 999 More Details
 BMW BMW Roadside Assistance 

0800 777 111

From Abroad: +44 (0)20 8686 2444

More Details
 MINI MINI Roadside Assistance

0800 777 101

From Abroad: +44 (0)20 8603 9990

More Details
 Mercedes-Benz Mercedes-Benz Roadside Assistance 

00800 1777 7777

From Abroad: +44 (0)207 975 7077

More Details
 Porsche Porsche Assistance

0800 777 123  

ROI Customers: 1 800 77164

More Details
 SEAT SEAT Roadside Assistance  0800 262 622  
 Volvo Volvo Assist (Allianz)  0800 777 116  
 Volkswagen Volkswagen Group Roadside Assistance (Operated by The AA) 0800 777 192 More Details
 Volkswagen Commercial Vehicles

Volkswagen Group Roadside Assistant (operated by the AA)      

0800 777 172 More Details

Parts FAQs

Please contact us either by phone or email in the first instance. 

Unfortunately, as a temporary measure all parts departments will be restricted to one walk-in customer at a time. 

Prior to visiting us we can discuss your requirements, order the required parts, take payment over the phone, and make arrangements for you to collect. You will find all contact details HERE

Whilst our showrooms are now open for business, to avoid disappointment and extended waiting times we would advise making an appointment. 

The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist with us to manage the number of customers in the showroom to adhere to social distancing rules.

We ask that customers please contact our Parts Departments by email or by calling in advance to agree a suitable time with the team to collect parts.  You will find all contact details HERE


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