Update: 21st March 2022
Due to ongoing Global supply chain issues, All Vehicle Contracts Ltd do allow clients to cancel their order if the lead time becomes unreasonable without charge but regretfully, we cannot issue any refunds of our documentation fee that is taken at the time of order. All Vehicle Contracts Ltd will allow documentation fees appertaining to cancelled orders to be carried over to a replacement vehicle order at our discretion.
Rebooking of postponed vehicle deliveries
Update: 10th April 2020
As you will have read in our previous updates on this FAQ page, our staff are working remotely and are ready to help you with enquiries and orders. Our customer service team has also remained on-hand during this crisis.
After a time of postponed and cancelled deliveries, we have some great news for existing customers that have had their vehicle deliveries postponed until further notice.
The BVRLA has stated in a letter to the logistics sector that the Department for Transport collection and delivery of cars and vans should continue throughout during the lockdown period.
This will allow our team and partners to start working towards getting our clients moving again, and unblocking vehicles that have been caught up in the supply chain.
The letter to the Road Haulage Association and the Freight Transport Association from the Department of Transport stated:
"Haulage drivers, managers, warehouse staff and all other logistics professionals need to continue to go about their business to keep supply chains moving, and government policy is clear that this applies to all supplies chains and not only those for food and medical supplies.
"All travel related to the operation of logistics businesses (including for instance necessary washing of vehicles or supply of spare parts) or necessary travel by logistics workers to places of work such as distribution centres is therefore to be considered ‘essential travel’ in the context of current restrictions. At all times workers should however follow Public Health England guidelines on social distancing."
All deliveries that can be rebooked will, of course, be handed over in a safe manner that adheres to the social distancing rules.
In a statement, Gerry Keaney, BVRLA chief executive said;
"The BVRLA has produced best practice advice on this in collaboration with the SMMT and Finance & Leasing Association and hopes that vehicle deliveries will start to pick-up during the COVID-19 crisis."
Q. I have a vehicle that should have been delivered but was postponed due to the lockdown or I have a vehicle that is due for delivery soon. What should I do now?
A. The rebooking of deliveries will depend greatly on the validity of your documentation – especially given the post-April 1st VED (road tax) changes – and our supplying partner’s operational status. With this in mind, we have the task of checking all orders and paperwork in the first instance.
For dealerships that have many of its department members on Furlough Leave, this has resulted in a lack of staffing and in some instances, PDI units and servicing departments have been affected.
This also applies to delivery agents and obviously staff who are self-isolating. This may mean that your vehicle cannot be delivered until such time that the supplying dealership is able to register and arrange delivery of your car. We will, where we can, try and source alternative vehicles for clients if this is an option.
Priority will be given to all Key Workers who need their new cars – you everyone’s heroes! We will then work back from vehicles that should have been delivered before this time and continue to work forward in order.
In summary, if you are an existing customer who is waiting for your vehicle to be delivered, please be patient with our team while we set about the task of rebooking vehicles and we will contact you as soon as possible.
Q. I would like to place an order for my new car for delivery ASAP. What should I do now?
A. For all customers wishing to take delivery of a vehicle now, AVC is open for business as usual – you can get your quote instantly here on our website, call us on 01902 353393 or email email@example.com.
We are in the process of updating all VED rates to reflect the different charges that will apply from April 1st 2020 and many have been changed already; however, as per the quotation page, please speak with one of us or enquire online before placing your firm order if you are in any doubt.
We would like to assure you that we are continuing to take all precautions that are necessary to keep our employees, clients and community safe and look forward to supplying you with your next new, great value, vehicle lease!
NEW! Special leasing offer for all NHS, Education or Public Safety Key Workers
As a thank you for your enduring and extremely brave hard work, AVC would like to offer all NHS, Education and Public Safety Key Workers a complete WAIVER in our arrangement fee.
This is a saving of £195 + VAT.
To claim your reduction, please advise your sales executive when placing your order and they guide you through our quick and easy process.
We will also be monitoring our firstname.lastname@example.org email address until 10pm in the evening to respond to any queries that you have and aim to come back to you at a time that suits your hectic schedule.
As a company, we are working together with our supplying main dealer partners, funders and network of appointed vehicle delivery agents to fulfil orders and maintain our usual high standards of customer service.
We are dedicated to putting health and safety first at this uncertain time. By protecting our staff and supporting our supplying partners’ employees and sub-contractors, we are working towards stopping the spread of the COVID-19 virus by complying with changing Government recommendations as the pandemic situation develops.
We’ve closed our head office in Wolverhampton for the foreseeable future although some of our team members are currently working remotely. You can continue to contact us via telephone on 01902 353393 or email to your appointed sales executive or to email@example.com.
We are doing everything we can to help with your queries and to process all orders as quickly as possible.
Q. Can I still order my new vehicle online?
A. Yes, you can still customise your new vehicle quote and order online as usual and we are still taking delivery bookings.
Q. What will happen if I have an order pending?
A. If you have an order pending, please see the latest update at the top of this page. We will contact you personally are affected by any disruptions to the delivery schedule and are here to help in any way we can.
Q. What if I am unsure about my situation and would like to cancel my pending vehicle order?
If you are worried or concerned about your new vehicle order and are considering cancellation, we are offering a 28 day ‘waiting’ period, whereupon we are happy to place orders on hold to secure both your car and your deal. This will give you time to re-evaluate the situation a little way down the line whereupon you can decide as to whether you wish to proceed as originally intended.
Q. I need a car soon and want to place an order, but I am worried about the current COVID-19 pandemic. Can I still go ahead and place an order without worrying about cancellation penalties?
Yes, in this instance, there will be no cancellation penalties applicable to all orders placed by individuals from 20th March 2020. We do, however, require written notice from customers who wish to cancel within a given timeframe – no monies will be taken until vehicles are delivered.
Q. I would like to take delivery of a new vehicle later in the year – can I forward order one? And do I have to pay the initial payment now if I do?
Yes, you can place a forward order wherever possible – please contact one of our team on 01902 353393 or online via our website to find out more. For all such orders, your administration fee will be taken upon placing your order but your initial vehicle payment will always be taken AFTER your vehicle has been delivered.
Q. Do you have a no-contact delivery process in place?*
A. We are all working hard to ensure that new vehicle deliveries continue as usual and we have introduced ‘hygienic’ handovers. This means that all drivers will be delivering vehicles with the spread of the COVID-19 virus in mind and will be taking all precautions possible to maintain a sterile environment and keep as much distance as possible from our clients.
For more information on your vehicle delivery, or for general enquires please contact us on 01902 353393 email firstname.lastname@example.org.
Q. I'm self-isolating. Can I still take delivery of my new vehicle?
A. This is not possible. Please contact your account manager in advance of your scheduled delivery date to find out more about your options.
Q. Can I change my delivery time and/or location?
A. This depends entirely on availability, time slots and funder handover requirements (i.e. delivery to home or business address is often mandatory as part of the identification process).
Q. I currently have a vehicle on finance or lease from yourselves and have concerns about keeping up with my repayments. What should I do?
If you have any concerns about keeping up with your monthly lease or finance repayments, please contact your funder directly who will be happy to help you during this difficult and uncertain time.
You can find their contact number on your finance documentation or of course, please don’t hesitate to contact the team at AVC who will be happy to help.
Useful numbers: Lex 0344 879 6633, Arval 0370 600 4499, Hitachi Capital 0344 375 5500
Q. What do I do regarding servicing, maintenance, tyres and repairs?
A. If you drive a leased a vehicle now, unless it requires immediate maintenance or servicing that if not carried out would invalidate the warranty or cause possible damage to your car or van, do not book it in. At the time of publishing, Kwik-Fit centres are continuing to operate as usual and have employed special measures to keep both staff members and clients as safe as possible. If you are paying for a servicing and maintenance contract, contact your supplier directly for more details.
Q. Is it true that there is a new six-month exemption on MOTs for cars, vans and motorcycles?
A. The Government has announced that for six months, there is to be an exemption to MOTs for all cars, vans and motorcycles from 30th March 2020. However, vehicles must be kept roadworthy during this time.
Q. What if I need emergency roadside assistance?
A. Main roadside assistance companies are currently operating with contingency plans that allow for continued operation and the safety of key workers to keep you mobile. If you do have any questions, I would certainly recommend getting in touch with your breakdown provider and checking to see if there have been any changes that could possibly affect you.
Q. Will I still be able to get credit if my finance have been affected by the coronavirus?
A. None of the lending provides that we work with have made any changes to the way in which they underwrite a vehicle deal because of the coronavirus.
Previous update regarding postponement of vehicle deliveries: 25th March 2020
In light of the PM’s broadcast to the Nation on 23rd March 2020 and the announcement regarding further UK restrictions to help tackle the spread of the Coronavirus, all new vehicle deliveries have been postponed until further notice.
This includes all deliveries that were previously booked in for any given date until we are advised by the Government that it is safe to rebook.
All vehicles that have been allocated to clients will be held for them until this time. Future collections will be cancelled, and we will re-book when the ban is lifted. Where applicable, customers are still required to keep vehicles insured during this period until a new date can be booked in.
This is a move that has been made by our supply chain, including main dealer and funders, and it is one that we are fully in support of. Our main priority is to keep our employees, customers and the general public safe.
If you have been affected – or think that you may have been affected – by this, please contact our offices on 01902 353393 for more information. We will also, of course, be in touch with you in any event to advise you if you have.
We are working as hard as we can to ensure that our high standard of customer service is maintained throughout these difficult times and are here to help in any way we can.