Buying Advice

OUR MEMBERS’ ADVICE AND RECOMMENDATIONS TO YOU

 

1: GENERAL

2: RESEARCH BEFORE BUYING

3: ORDERING YOUR MOTORHOME

4: HANDOVER

5: WARRANTIES

6: IN CASE OF PROBLEMS





1: GENERAL

  • If anything is not clear to you, at any stage of your dealings with us, please clarify it with us or take advice as necessary before you commit yourself to any transaction.



2: RESEARCH BEFORE BUYING

  • Likely Usage - Try to define what you will mainly use the Motorhome for (e.g. driving in the UK or Europe, long or short distance travel/breaks, family requirements, supporting sporting or personal interests etc.)
  • Running Costs - Estimate your likely running costs in terms of insurance, consumables, winter storage requirements, etc.
  • Suitability - Research the type and model of Motorhome you are considering purchasing to ensure that it meets your requirements.
  • New or Used? - Consider whether you want to buy a new or a used Motorhome.
  • Licence OK? - Check that your driving licence covers you to drive the Motorhome of your choice.
  • Offers - Research product offers as widely as possible.




3: ORDERING YOUR MOTORHOME

  • Insurance - Check whether your chosen insurance policy requires fitment of any specific security devices or systems (and if so, under what circumstances, e.g. winter storage) and/or whether these may qualify for insurance discounts.
  • Special Needs - Inform us of any special needs relating to the Motorhome as we cannot advise the suitability of a model for any particular purpose if you do not explain that purpose, e.g. disability requirements, the number of berths required, etc.
  • Specification - Check that the specification and appearance of the Motorhome you are ordering from us matches your requirements, as some features are often optional or substitutable extras.
  • Ordering at a Show - If you are buying a Motorhome at a show or exhibition, you should always enquire about delivery to you and where the Motorhome you are purchasing can be serviced or repaired under the manufacturer’s warranty.
  • Deposits - When making a deposit, make sure everything is clear to you, or take advice as necessary to understand how it is secured and the cancellation terms.
  • Part Exchanges - Where you are offering a Motorhome as a part exchange, you should be able to prove you are the registered keeper and confirm that it has no outstanding finance on it or has not been written off in an accident, as these may invalidate the sale and part exchange.
  • Final Check - Do not sign the Order Form until you are completely satisfied.




4: HANDOVER

  • Take your time - Please allow sufficient time, particularly if you are new to motorhoming, for us to provide you with a detailed handover of your Motorhome which includes instruction on all appliances.
  • Feedback - Please participate in the Consumer Feedback survey to allow us to improve our service to you.




5: WARRANTIES

  • Purpose of Warranty - Please remember that a manufacturer’s new product warranty is a simple and straightforward method for allowing any faults of manufacture to be corrected at no cost to the consumer, without the necessity of pursuing legal remedies against the seller.
  • Warranty Conditions - Take advice as necessary to ensure that you are aware of and fully understand all aspects of the new product warranty, including the servicing criteria and specifically the service intervals in terms of time periods.
  • Service and repairs - If you use an independent service/repair centre, ensure that the service and/or repair is completed according to the manufacturer’s requirements. In general terms warranty repair work will only be covered at no cost to you as long as it is undertaken by a centre authorised by the manufacturer or warranty provider.
  • Approved Workshop Scheme (AWS) - We recommend you always choose a service/repair centre that is an AWS member. Find your nearest AWS member at www.approvedworkshops.co.uk
  • Keeping Records - After the expiry of any warranty, keep records of work completed, including detailed invoices, particularly if your Motorhome is serviced by an independent service/repair outlet. An Approved Workshop Scheme (AWS) member will always provide you with written, itemised details of work done.




6: IN CASE OF PROBLEMS

  • Let us know - We understand that there may be times that you are not happy with the service we provide and may wish to make a complaint. To help us address these promptly and effectively, please refer the matter to us in the first instance, preferably in writing.
  • Our response - As a condition of this Code of Practice, we maintain a written complaints procedure and we advise you to familiarise yourself with it so that you know how we will deal with and respond to any complaint.
  • Time to complete agreed actions - Remember that although we may be able to issue a response or final decision to a complaint within the set timescales, this does not automatically mean that we are able to complete any agreed remedial action within the same timescales (e.g. we may be reliant on parts supply from a third party, etc.).
  • If you remain dissatisfied - If we have issued our response and/or final decision and you remain dissatisfied, or we have failed to respond within the specified timescales, you may refer the matter to the NCC Informal Dispute Resolution Service. If that service fails to resolve the complaint, it can be escalated to the Independent Case Examiner (the Examiner).
  • Other means of redress - Please remember that, while the Examiner’s final decision will be binding on both you and us, you are free to seek other legal means of redress if you wish to do so - either before or after your complaint has been considered. Please note though that the outcome/decision of any case referred to the Examiner may be taken into account by any other redress provider (e.g. Arbitrator/other Independent Case Examiner/ Ombudsman) and vice versa.

    Further Information- For additional information about complaint handling, please refer to Chapter 7 of the Code.


 

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