A message from Robert Forrester, CEO of Vertu Motors plc.

COVID-19 at Vertu Mercedes-Benz

Frequently Asked Questions

When will dealerships re-open?

We are making plans for the safe and gradual return to offering customers our usual high levels of service in a safe environment across all of our departments. These plans will closely follow government guidelines and will include the use of PPE, social distancing policies and new working practices. The safety and wellbeing of all colleagues and customers will always be our number one concern.

Our Aftersales Departments are now ready to start welcoming customers back for servicing, MOTs and accident repair, but it is vital that you make an appointment. Our Sales showrooms are open as of 1st June, and appointments are recommended to avoid disappointment. We have produced a video which explains the measures we've put into place to keep everyone safe. Click Here to watch now.

As always, our team is available to help with any enquiries via live chat, telephone or email, and we have a fantastic range of new and used cars and vans available to view and reserve online.

I need to book a service, MOT or repair. Can you help me?

Yes - although we are doing things a little differently in order to keep everyone safe. Click Here to find out what has changed.

Servicing and maintenance is available by appointment only. To book an appointment please call us or Click Here to book online.

My local dealership is temporarily closed. Can I still contact you?

While dealership sales departments are temporarily closed, we have colleagues available to discuss your motoring needs and enquiries. Please get in touch via telephone, email or live chat and we'll do our best to help you.

My vehicle's MOT is due. What should I do?

In light of the current situation, the Driver and Vehicle Standards Agency have as of 25/03/2020 announced new rules on MOT testing for cars, vans and motorcycles.

MOTs that are due from 30 March 2020 will now be extended by 6 months. This is to ensure essential vehicle maintenance and repairs are available to keep vehicles, goods and key workers moving and safe.

Example: Your vehicle's MOT was due to expire on 3 April 2020. This will automatically be extended to 3 October 2020. You will need to get your MOT by this date.

However, all vehicles must be kept in a roadworthy condition and drivers can be prosecuted if they drive an unsafe vehicle.

Our Aftersales Departments are now taking bookings, so if you'd like to schedule your MOT now, we're here to help.

Can I still contact you if my dealership is temporarily closed?

Many of our Service Departments are open and taking bookings. The Sales Departments in dealerships have temporarily closed, but we do still have colleagues available to discuss your motoring needs online, on the phone or via live chat.

What are your contact centre / hotline operating hours?

Our contact centre operating times during lockdown are 9am - 9pm. Outside of these hours, please email us at [email protected] or message us on Facebook, and we will get back to you as soon as possible.

What happens if I have already ordered a car?

Our teams are working hard to reach all our customers who have a vehicle on order. If you are concerned please contact us at [email protected]

What happens if I have an appointment booked?

If you have an appointment that you would like to rearrange or cancel, please contact us at [email protected]

I am coming to the end of my Motability lease. What should I do?

Motability have announced they will be automatically extending leases that are due to end for six months. There will be no need to contact Motability direct; and you will continue to be insured.

I am looking to leave the Motability scheme at the end of my lease. Who should I contact?

If you plan to leave the Scheme at the end of your lease, contact Motability directly so they can discuss arrangements.

What do I do if I my PCP agreement is due to end?

Your finance companies (listed below) will have a dedicated team working with customers to help and advise on end of contracts. Below is a list of finance company contacts, if your finance company isn't listed here please contact [email protected]

View finance contact details

What if I lose my job or I am no longer able to make my payments?

The finance companies' customer contact teams are trained to help customers who are facing financial difficulties. Contact the finance company team and explain your circumstances, they will then look at alternative ways to support you. Contact numbers are listed below.

View finance contact details

What if I have a new claim or one outstanding with GAP or Tyre or Alloy Wheel Insurance?

If you have a new or ongoing claim please contact:

Premia Solutions - tyre or alloy wheel insurance

0870 757 1680
[email protected]
http://www.premiasolutions.com/

Auto Protect - asset protection (GAP)

01279 456500
[email protected]
https://www.autoprotect.co.uk/customer_support

Finance company contacts

Lender Company Contact Number Finance Company Contact Email Address
VWFS Audi 0370 010 2007 [email protected]
VWFS SEAT 0370 333 4446 [email protected]
VWFS SKODA 0370 333 4449 [email protected]
VWFS VW 0370 010 2022 [email protected]
Black Horse Finance 0344 824 8888 https://customerportal.blackhorse.co.uk/
MotoNovo 0333 200 0030 https://customer.motonovofinance.com/contact-us
BNP Paribas 0371 5121983
Jaguar Financial Services 0800 302 9114
Land Rover Financial Services 0344 824 4732
Jeep Financial Services 0333 2075582 [email protected]
Mercedes-Benz Finance 0370 847 0700 [email protected]
Mercedes-Benz Commercial Vehicles 0370 847 0700 [email protected]
Ford Motor Credit 03457 125490 https://www.ford.co.uk/finance/support/contact-us
Mazda Finance 0800 085 1759 [email protected]
Vauxhall Finance 0344 871 2222 [email protected]
Honda Finance 0345 128 8908 [email protected]
Toyota Financial Services 0344 701 6202 [email protected]
Santander Consumer Finance 0800 085 1759 [email protected]
Alphera 0370 5050 125 [email protected]
Northridge 0800 917 0931 [email protected]
Hyundai Car Finance 0800 085 1954 [email protected]nce.co.uk
Citroen / Peugeot Finance 0345 313 3805 www.psa-finance.co.uk
Renault Finance 0333 009 0230 [email protected]
Nissan Finance 0333 2000 002 [email protected]

* All information correct at time of publishing but may change to reflect this ever-changing situation.