COVID-19: Help & Support – We’re getting ready for when you need us

Published: 21/05/2020

Updated: 26/05/2020

In response to the Government’s current position on COVID-19, our stores and service centres will be reopening on Monday 1st June.

In anticipation of reopening, we’ve introduced a number of extra care measures to keep our customers, colleagues and communities safe and to stop the spread of COVID-19.

In the meantime, you’re still able to:

• Browse our stock of over 8,000 cars
• Speak to a member of our team for help and advice online, or over the phone
• Hold a car online for £99
• Get a valuation for your part exchange
• Start a free finance check, apply for finance and get a decision
• Request an in-store appointment for when we reopen
• Request a service or MOT appointment for when our service centres reopen

You’re bound to have questions, so we’ve pulled together some helpful information about the extra care measures we’re introducing.

If you’re looking to buy

Q. What are the extra care measures that have been introduced?

A.

• In-store sanitiser stations
• A 2-metre ‘Safe Distancing’ policy
• Protective screens installed in all stores
• Vehicle Protection Packs for all cars – includes disposable protective covers
• Optional test drives
• Unaccompanied test drives
• Contactless part exchange appraisals
• Protective measures for essential interactions
• Open door office policy to ensure air circulation
• Regular cleaning and sanitising
• Contactless payment handling - sorry, we're no longer accepting cash
• Additional colleague safety training
• Remote working where possible to limit the numbers of colleagues in our stores

Q. How will CarShop colleagues ensure they remain safe?

A. All colleagues who can work remotely are working from home, and that’s to limit the number in our stores. For any colleagues working in our stores, there are a strict set of guidelines and policies they must adhere to; these include:

• 2-metre safe distancing at all times, including in colleague rest areas (as well as rest area limitations surrounding the number of colleagues in an area at any one time)
• A ‘No Handshake’ policy
• Washing their hands for 20 seconds after any and every physical interaction
• Wearing disposable (single-use) gloves when coming into contact with cars, documents and keys
• Avoiding touching their face at all times
• Safe removal and disposal of gloves
• Work station cleaning after every interaction
• Always using a ‘Vehicle Protection Pack’ when interacting with customer or courtesy cars
• All colleagues are undertaking additional safety training

Q. How will you ensure the 2-metre safe distancing policy is adhered to?

A. Our stores have clear safe distance markings on the floor for guidance. We’ve also closed off desks and removed unnecessary chairs to adhere to safe distancing. Where applicable, Perspex screens will be used to protect both our colleagues and our customers.

Q. What is a ‘Vehicle Protection Pack’ and what is it used for?

A. It’s what our team use to avoid contact with cars. It consists of a disposable seat cover, a disposable steering wheel cover and a disposable gear stick protector. This is on top of sanitisation of vehicles by our valet team.

Q. As a customer, what measures can I take to stay safe?

A. To ensure you protect yourself, we recommend that you undertake the following:

• Do as much of your research as possible online and over the phone, including carrying out your part exchange valuation and free finance eligibility check on our website. Also, our team are available on live chat, Facebook and over the phone to answer any questions and assist with your purchase. They can even arrange your finance for you.

If you are visiting one of our stores, please:

• Adhere to our ‘No handshake’ policy and 2-metre ‘Safe Distancing’ policy
• Use the sanitiser stations provided regularly
• Wash your hands for 20 seconds regularly and when you use the bathroom
• Where possible, limit the number of people you visit the store with
• Please accept our sincerest apologies that, unfortunately, we're no longer accepting cash

Q. What can I expect when I arrive at a store?

A.

• You’ll be greeted by a member of our team who will explain about the extra care measures in place
• A pair of disposable (single-use) gloves will be offered to you, and you’ll be led into the showroom– 2-metre safe distancing will be adhered to
• Finally, you’ll see the extra care measures in the showroom that have been introduced, including the Perspex screens and 2-metre floor markings

Q. What do you mean by ‘optional unaccompanied test drives’?

A. Due to a temporary change in our policy, we’re now offering unaccompanied optional test drives for our customers.

Q. What safety measures will be in place for the test drive?

A.

• All cars will be fully sanitised before and after every test drive
• Vehicle Protection Packs will be used
• Our colleagues will always wear a new pair of disposable (single-use) gloves when touching a car or a key
• The car keys will be wiped down in front of you prior to and after the test drive
• Ventilation and Air Con systems will be switched off

Q. How many people are allowed on a test drive?

A. To minimise risk, only the person buying the car will be allowed, except in the case where there is a child who needs to be supervised.

Q. What if I have a part exchange?

A. We strongly recommend that you carry out a guaranteed valuation online prior to your visit. And when it comes to the final inspection, you can expect the following:

• All part exchange inspections will temporarily take place in the customer car park, rather than having our colleagues bring them into the showroom
• These will be carried out by a member of the management team, and you’ll be given the option to wait in a safe zone inside the store
• Disposable pens will be available for you to sign any documentation

Q. How do I arrange finance?

A. Our team are able to sort this over the phone prior to any store visit. Simply carry out a free finance eligibility check on our website, and a member of the team can assist you from there.

However, you’ll still be able to arrange your finance in-store and, should this be the case, the following extra care measures have been introduced:

• In office environments, our 2-metre Safe Distancing policy will be adhered to, and all office doors will remain open to ensure air circulation
• In a pod space, a Perspex screen may be in place and safe distancing will be adhered to. Or, chairs will be marked clearly in accordance with our safe distancing policy
• Your Business Manager will sanitise their hands before and after every customer interaction
• Gloves and plastic wallets will be used to transfer documents between yourself and your Business Manager
• We recommended that all deposits are taken electronically. In the unlikely event there is no alternative but to pay with cash, your Business Manager will ensure disposable (single-use) gloves are worn before touching the cash and putting it in a sealed envelope

Q. What happens when I collect my car?

A. As we’re committed to your safety, we’ve introduced a number of extra care measures to speed up our temporary express collection process:

• Prior to your appointment, you’ll have the option to wait in your car and receive a text when we’re ready to hand over your new car, or you can wait in a safe zone within our customer waiting area
• Our 2-metre ‘Safe Distancing’ policy will remain in place
• All colleagues will sanitise their hands before and after any customer interaction, as well as wearing disposable (single-use) gloves
• Your new car key will be wiped down before you receive it
• Your documents will be placed in a plastic wallet before being made available to you
• We’ll still carry out a demo of your new vehicle, but this will now be done with you in the car and our team member standing at a safe distance on the passenger side – passenger door will be open

Q. Do you do home delivery?

A. Unfortunately, home delivery is not an option at the minute. But, because we’re committed to your safety, we’ve introduced extra care measures in our stores to keep you safe and stop the spread of COVID-19.

If you’re looking to bring your car in for a service, MOT or maintenance work

Q. What are the extra care measures you’ve introduced?

A.

• Timed drop-off and collection appointments for aftersales and service customers
• All cars will be sanitised after arriving on site
• Vehicle protection packs for all cars – including disposable protective covers
• Single-use disposable gloves for all Technicians
• Ventilation and Air Con systems will be switched off
• In-store sanitiser stations
• A 2-metre ‘Safe Distancing’ policy
• Protective measures for essential interactions, including single-use disposable gloves
• Regular cleaning and sanitising
• Protective screens installed in all stores
• Our colleagues will always wear a new pair of disposable (single-use) gloves when touching a car or a key
• The car keys will be wiped down in front of you prior to being handed over
• Your documents will be placed in a plastic wallet before being made available to you
• Sorry, we're unable to take cash in our service centres

If what you’re looking for isn’t covered in the above, you can also find more answers to surrounding your options here, or watch our short videos below.

Or check out our main COVID-19 blog by clicking here.