COVID-19 | Help & Support

COVID-19 company update - help and support



  • 25 March, 2020
  • 5 min read

Our stores and service centres will be closed with immediate effect and until further notice following the most recent Government advice. Please read below for further information.

We're constantly updating our COVID-19 FAQs - check them out here.

Published: 19/03/2020

Last updated: 25/03/2020

In response to the evolving COVID-19 situation and the latest Government advice, for these reasons the Board of Directors has taken the decision to temporarily close all CarShop stores and service centres with immediate effect, in order to keep our colleagues, customers and communities safe.

Whilst we’ll miss seeing you, we’ll still be available online, over the phone and on social media. Our sales, service centre and customer service colleagues will be available remotely to help you choose and buy a car, secure finance, request a service or MOT appointment and answer any questions you may have. Our website, will continue to be fully operational for you to find a car, carry out a free finance check or get a part exchange valuation.

If you want to get in touch, you’ll be able to Live Chat us via our website, via email or contact us via Facebook; that’s because we know you’ll have a lot of questions and we want to help where we can.

For the foreseeable future, we’ve also relaxed our ‘hold for 5 days’ policy. On receipt of your £99 deposit, we will remove the vehicle you have selected to 'Hold' from sale to the general public until such time you are able to complete the transaction, over the phone or in one of our stores. Our customer contact centre will remain fully operational (staffed by homeworking agents) and in touch with you during this time to follow up on any next steps or answer any questions regarding your reservation.

What if I already have an appointment?
If you have an appointment booked, but it falls during the period of closure, our teams will be in touch as and when we have any further information or details. You’ll also receive a priority appointment when we reopen.

What if I have purchased a car which is due for collection on or after Tuesday 24th March?
Due to the closure, unfortunately, our teams will not be able to complete any handovers. Don't worry though, your car is in safe hands and our team will be in touch to arrange a priority collection as soon as we know when we'll be reopening.

What if I am due a service or MOT?
We're very sorry but, due to the closure, no existing appointments will be carried out and no new appointments will be taken.

We are mindful, however, that there may be keyworkers among our customers who may have cars currently in our service centres. If you are a keyworker, please contact us and will make every endeavour to return your car to you in a safe and compliant manner.

Our customers will continue to receive MOT and service reminders and, whilst customers won’t be able to book an appointment slot online, we’ve made it easy to register for a priority appointment for when our service centres reopen.

CarShop status update 24/03/2020

Finally, please remember to use this blog as your official source of information.

We're constantly updating our COVID-19 FAQs - check them out here.

Published 19/03/2020

Coronavirus company update - help and support

We’re still open and our teams are available to help

We know this time of great uncertainty is something that’s impacting us all, so we want to keep you in the know about what steps we’re taking to help and support you.

All our stores and service centres are currently open, and we have teams in place to handle any questions online, over the phone and in-store. We’re also constantly monitoring the guidelines and advice provided by the UK Government and Public Health England, and are doing everything we can to make your experience as safe as possible.

Our customers, colleagues and our communities are our key priority, that’s why we’re committed to making the right decisions and keeping you up to date with any changes. Please use this page as your continued source of the latest information.

What we’ve done so far

Shortly after the COVID-19 outbreak occurred in China, we began reviewing and implementing provisions as a part of our overall business continuity plan. This plan outlines specific steps CarShop has and continues to take to safeguard employees’ and customers’ health and well-being during a pandemic while ensuring the Company’s ability to maintain fundamental operations and continue providing essential services to our customers.

The plan includes:

  • The formation of a Coronavirus Action Team who monitor and action UK Government and Public Health England guidance
  • Ensuring colleagues receive regular briefings regarding new operating procedures aimed at protecting our colleagues, customers and the business
  • Restricting inter-site travel and attendance to industry meetings and conferences
  • Increasing the frequency of store cleaning and disinfecting practices
  • Increasing the deployment of antibacterial hand sanitisers and wipes across the business
  • Regular disinfection of cars’ handles, gear knobs and steering wheels
  • Introduction of a no handshake policy across the Group
  • Installation of posters to reinforce good practice regarding hand-washing
  • Introducing software to enable remote working for non-customer facing colleagues
  • The cessation of field-based employees visiting multiple showrooms
  • Segregating contact centre operatives into smaller teams

If you are planning to visit CarShop or have an appointment

CarShop takes the COVID-19 threat seriously and is taking all reasonable measures to prepare for and mitigate the risk of the infection to our colleagues, our customers and our communities.

Therefore, we ask that you inform us prior to your visit to let us know if you have been to any of the affected locations listed on the UK Government website, or if you have had to self-isolate due to potential exposure to the virus, so that we may discuss the best way in which to manage your requirements.

If you have recently purchased and collected a car

Please be assured that our customer service teams will be working throughout this period in accordance with the government guidance. A number of provisions have also been put in place to ensure our teams can work from home should they need to. You can contact us during normal opening hours by calling 0333 800 1695, getting in touch over Live Chat, sending us a message on Facebook or by filling out the enquiry form on the relevant store page.

If you have any questions surrounding your finance payments, your credit agreement will have details of the customer support number for your lender, if you are unable to find your credit agreement you can contact our customer support team who will be able to assist with obtaining these details.

If you have recently purchased and are awaiting collection

Please contact our team on 0333 800 1695.

Update: 23/03/2020

Temporary Addendum to our order and deposits - Hold Policy

Due to COVID-19 and in the event we are forced to close any of our stores, or you are not able to visit one of our stores due to self-isolation or otherwise, we are temporally amending our Terms and Conditions relating to reserving a vehicle online via our website On receipt of your £99 deposit, we will remove the vehicle you have selected to 'Hold' from sale to the general public for an unrestricted period of time and until such time you are able to complete the transaction in one of our stores. Our Customer Contact Centre will remain fully operational (staffed by homeworking agents) and in touch with you during this time to follow up on any next steps or answer any questions regarding your reservation