FAQ

Part exchange:

How can I find out what my vehicle is worth?

You can submit your vehicle details as well as uploading images.  This allows us to give the most accurate estimation of value for your vehicle. This value is subject to physical inspection so please ensure you provide us with the most accurate description.

Is the valuation you give me for my part exchange guaranteed?

We cannot guarantee the valuation of the part exchange as the vehicle valuation is subject to physical inspection.  The accuracy of the valuation will largely depend on you providing the most accurate description.

Can I remove the PX from the deal if I want to sell elsewhere?

Yes, you can remove your part exchange from your order at any time prior to your vehicle handover. You have to allow for adjustment if your part exchange was being used towards your deposit.

What items do I need to provide for my part exchange?

You will need to hand over your part exchange vehicle on delivery or collection of your new car.  At the same time, you must provide the logbook (V5 registration certificate), service history, MOT certificate (if applicable) and all sets of keys. You will be notified prior to part-exchanging your vehicle if we require anything else.

Changes to my order:

What happens if I want to make changes to my order?

If you wish to amend your order please contact us as soon as possible.  It depends on the status of your new vehicle i.e if it has been built it may be too late. We will always endeavor to provide assistance as and where we can.

What happens if I want to cancel my order?

You have a 14-day cooling-off period from the point of your finance agreement being completed. If you change your mind within that time, you can still cancel it. Cancellation charges may apply

Warranties

What warranty will I get with my vehicle?

The warranty provided for the vehicle will depend on the manufacturer of the vehicle. For any further advice regarding warranty coverage please speak to one of our advisors.

Raising a complaint

What happens if I have an issue with the car after delivery?

If you have an issue with the car after delivery, please contact our think auto leasing team. 0808 196 1771 or via email chris.payne@thinkautoleasing.co.uk and we will offer any assistance we can to resolve your issue.

How do I make a complaint?

We pride ourselves on providing excellent customer service. However, we accept that there are times when we get it wrong.  Please bring these issues to our attention and we will try to resolve any issues.

You can also submit your concerns direct to our Complaints Co-ordinator Chris Payne, on chris.payne@thinkautoleasing.co.uk or call on 0808 196 1771.

Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation. We recommend you contact The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector.  It self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. You can contact them via https://www.themotorombudsman.org or on their advice line 0345 241 3008* (option 1). Their decision will be legally binding on both think auto leasing and you, as the consumer.

You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk. Alternatively, you can use the EU’s online dispute resolution platform to make a complaint and have it resolved by an independent dispute resolution body. Please click on this link for further information:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

Collection/ Delivery of my new vehicle

Can I amend my delivery and collection day after I have placed my order?

Yes, if you need to amend the dates please let us know at your nearest convenience. Please call us on 0808 196 1771 to amend the dates, please be advised that any changes may cause delays to collection or delivery.

How do I take delivery?

We offer nationwide delivery directly to your door, and because we offer free UK Nationwide delivery (excluding Ireland), there’s no cost to you. It’s important that you’re aware that although your vehicle is ordered brand new, it is driven to you. So it is likely that your car will arrive with up to 300 miles on the clock. If you wish to have your vehicle delivered to you we can arrange a transporter at an extra cost.

Finance

Who is my finance with?

Your finance agreement will be with one of our finance providers: Arval, Alphabet, Hitachi, Santander.

Am I eligible for credit?

Whether or not you are eligible for car finance will depend on several factors including (but not limited to) your age, employment status, financial situation, and affordability.  After submitting your proposal to our primary finance partner, Barclays, we will be notified if they require further information to support your application.  If they decline your application, we will offer you an opportunity to fund your vehicle with an alternative lender.

You must be over 18 to apply for finance, and acceptance is subject to status.  In some circumstances, a guarantee may be needed.

Will a hard search be registered against my credit file?

Yes, by applying for finance online our finance company will perform a hard credit search against your details. This is to ascertain whether they can lend you the amount required to purchase your car.

What if I have a bad credit history?

We work with a chosen panel of flexible lenders which enable us to fund customers with varying credit situations.  In most cases we are able to find a suitable lender for our individual customer’s personal circumstances.  If you are declined with any of our lenders, you will be notified and asked if you would like us to propose you to an alternative.

Will I own the vehicle?

The vehicle will be the property of the finance provider meaning they will be the registered keeper. At the end of the agreement, there will be no option for ownership and the vehicle will be returned to the lease company.

 

If you would like further information on car leasing, contact us on enquiries@thinkautoleasing.co.uk or

0808 196 1771.