Buying a Car From Us: From First Enquiry to Keys in Your Hand

Step 1 — Check it is still there, and ask everything now

Stock moves quickly, and the worst version of this process is driving an hour to see a car that sold on Saturday. Call us on 020 4552 8621, message us on WhatsApp, use the live chat or send an enquiry from the car's page and we will confirm availability.

That first conversation is also the cheapest time to ask the awkward questions: how many keys, what service history comes with it, how long is left on the MOT, has it had any paint, why is it here. Ask for a walk-around video if you are travelling — we will film the car as it actually stands.

Step 2 — Reserving the car

If you want a car held while you arrange things, a reservation deposit takes it off sale for an agreed period and comes off the price of the car when you buy it.

Before you pay any deposit anywhere, get the terms in writing: how long the car is held for, what happens to the deposit if you go ahead, and what happens if you do not. We will always put ours in writing — if a dealer will not, that tells you something.

Step 3 — The viewing and test drive

We are open seven days a week and we would rather you booked a slot than turned up hoping, so the car is ready, unlocked and out where you can look at it properly rather than boxed in on the back row.

Bring your driving licence for the test drive. Take your time, drive it on a proper road rather than round the block, and use our used car checklist while you are here — we are not offended by a customer who checks. Buyers who check are the ones who stay happy months later.

Step 4 — Part exchange, if you have one

Bring the car you are replacing with you along with its V5C, both keys, service book and MOT history, and you will have a firm figure the same visit. We take any make or model in part exchange, and you can get an online figure before you come so nothing is a surprise.

If your current car still has money owing on it, ask your existing lender for a settlement figure before you come in. We settle the outstanding balance directly with the lender and the difference is used against your new car or paid to you — you do not need to clear it yourself first.

Step 5 — Paying for the car

We invoice you for the car, and payment is by bank transfer or card. Large payments are made by bank transfer for security and to satisfy anti-money-laundering rules, and we will need to see photo ID.

One safety rule that applies to buying any car, from anyone: never send money to bank details you have only received by email. Ring the dealer on the number from their website and read the account details back to them before you transfer a penny. Payment redirection fraud is the single most expensive thing that happens to used car buyers, and a thirty-second phone call ends it.

Step 6 — Paperwork, tax and handover

At handover you get the invoice, the V5C paperwork, the warranty documentation, the service history and every key that comes with the car. We transfer the V5C to you with the DVLA on the spot, so the record is correct the same day rather than weeks later.

A car cannot legally be driven untaxed, and road tax no longer transfers with the car when it is sold. We sort that with you at handover — it takes a couple of minutes online with the new keeper reference. You will also want your insurance live before you drive away, so set the policy start date for the day you collect.

Step 7 — Collecting it, or having it delivered

If you are collecting, we walk round the car with you before you sign anything, so you can compare it with the description and the video while you are still standing next to us.

If you are having it delivered, we deliver nationwide, either on a transporter or driven, and we agree the timing with you. Do exactly the same thing on arrival: walk round the car against the video before the driver leaves, and note anything immediately rather than the following week.

After you buy — the 14 days and the 30 days

If you bought without visiting us — over the phone or online with delivery — you have 14 days from the day after delivery to cancel and return the car, without giving a reason. The full detail, including who pays for the return and how use is accounted for, is on our returns and refunds page.

Separately, and whichever way you bought, the Consumer Rights Act 2015 gives you the right to reject a car for a full refund within 30 days if it was faulty at the point of sale. Our aftercare guide explains how a fault report is actually dealt with.

Common questions

Can I reserve a car before I come to see it?

Yes. A reservation deposit holds the car off sale for an agreed period and comes off the price. Ring 020 4552 8621 or message us on WhatsApp and we will confirm the terms in writing before you pay anything.

How do I pay for a car?

By bank transfer or card, against an invoice from us. Larger amounts go by bank transfer for security and anti-money-laundering compliance, and we will need photo ID. Always ring us on 020 4552 8621 to confirm bank details before sending money.

Do you take part exchange?

Yes, any make and model, including cars with outstanding finance — we settle the balance directly with your lender. Bring the V5C, both keys and the service history and you will have a firm figure the same visit, or get an online valuation before you come.

Can I buy a car without seeing it in person?

Yes. We will send a walk-around video and the car's history first, deliver nationwide, and because that is a distance sale you also get 14 days from the day after delivery to change your mind and return the car.

Do I need to tax the car before I drive it away?

Yes — road tax does not transfer from the previous owner. We handle the V5C transfer at handover and sort the tax with you there and then, using the new keeper reference. Make sure your insurance is live for the day you collect.