Customer Journey



Customer Journey Map

Initial enquiry
You have found us and submitted an enquiry.
We will allocate you an experienced Account Manager.
An initial fact-finding discussion will determine your vehicle & contract requirements.
Your Account Manager will assess the market, as well as your circumstances & requirements and offer all suitable options that are available. The focus will be on your needs and saving money, locating the best possible value for money on suitable vehicles and specifications.

Your Account Manager will send a detailed quote to you in writing, including any relevant information at that stage, such as delivery lead times, available stock etc. The quotation details our fees for our services.

At this stage, if you choose to go ahead, you will be sent a proposal form, via secure link, for completion, along with details of the finance company we are proposing you too.

Approval & order
Once approved, we will send you our vehicle order for e-signature and we will order your vehicle.

Documents & updates
Once the order is confirmed, we will generate the finance agreements for signature and provide you with regular updates on delivery progress.

Once your vehicle has arrived in stock, we will take your delivery instructions and arrange with our supplying dealer.
At this stage we will invite you to review the service we have given you so far.

Mid & end of contract contact
Your Account Manager will contact you at least once each year to check on the vehicle and contract. We will ask for mileage updates to ensure you avoid excess mileage charges, which we can do by looking into rescheduling mileage options.
Your Account Manager will be in touch towards the end of your contract to discuss options available and your future requirements. We will work with you to try to minimise any potential end of contract charges, such as damage recharges.

We aim to provide you with a high standard of service at all times and it is extremely important to us that all complaints are dealt with in a timely manner and to the satisfaction of all parties involved.
In the event of any issue, either with the vehicle, or finance contract, please refer to our complaints policy, a copy of which accompanies this guide.
The policy is also available upon request at any time and also available on our website –

Cancellation policy
We do not charge a cancellation fee, if you cancel your order and have already paid us your arrangement fee, we will refund this is full to you within 7 days of receiving notification. Any refund will be made to the credit/debit card used to pay the fee, or direct to the bank account if paid by BACS or cheque.

version 1 – 24/05/23

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