Customers Often Ask Us - we're more than happy to address any question you might have
I want to drive my car away on the day what documentation do I need to bring with me?
Please ensure you bring your driving licence with you (we just need the plastic photo ID card).
If you require a finance quotation, then please ensure you have the following documents with you: Passport, Utility Bill (in your name and current address), Bank statement in joint or sole name at current address within the last 90 days, Credit or debit card.
If you are interested in part exchanging your current vehicle then please ensure you have the following so we can provide the best price possible: V5, Service History, MOT Certificate.
Please also bring along any other relevant paperwork you feel would be useful.
Can I pay for my car using a debit/credit card?
Due to recent changes to legislation restricting us from passing on the surcharge levied by debit/credit card providers to you the consumer, and to ensure that you are not disadvantaged by the introduction of a service charge across all payment methods that would allow us to recoup this surcharge, thereby keeping our prices as low as possible, we can no longer accept payments of more than £200 by credit/debit card against a vehicle. If you are not financing the purchase of your vehicle with us then you will need to pay the balance (excluding the £200 deposit) via bank transfer when collecting your vehicle.
How do I secure a car?
So that we are fair to all of our customers we have to give priority to those customers that are at our branches who may well be viewing/test driving the car you are enquiring about. That’s why we operate a first come, first served policy and we are unable to reserve a car for you. Once on site, if you are not taking delivery of the car on the same day, you can secure a car by placing an order on the vehicle and leaving a non-refundable £250 deposit.
Will you transfer a car to one of your showrooms closer to me?
We will transfer one of our vehicles to a showroom closer to you to view, this does however incur a non-refundable fee of £99.00*.
(Please note: you will also need to ensure you are able to view the car on the day the car arrives at the showroom as we cannot hold the car for you).
*For cars being transferred to/from our Grangemouth site the fee will be £199.
When was the car last serviced?
We now publish the service history against each car as part of the document pack. For more information relating to the document pack click 'more info' below.
Are all the cars advertised on your website available for sale?
Our website is populated from our dealer management system via a daily feed, once a car is delivered and invoiced on the system the next time the feed runs it will be removed from our website, this can take up to 24 hours. The third party portals we advertise with are updated via feeds generated from our website. These are sent daily but this can mean that these portals will take up to 48-72 hours to update from the time we have invoiced off a vehicle. Please contact us to check availability if you are travelling from a distance.
What price am I likely to get for my part exchange?
We provide you with three prices via our online part exchange valuation tool, these prices are based on a variation in the condition of your vehicle. Our online valuation tool explains this in detail.
The only accurate valuation of your vehicle will be once the vehicle has been assessed on site by one of our trained assessors. To access our online valuation tool please click 'more info'.
Why is your car finance a better option for me than a personal loan?
Car Finance is a secure loan against your vehicle leaving a line of credit open with your bank
Leaves your hard earned savings untouched for a rainy day
It’s a tri-party agreement (which adheres to all the requirements of the Consumer Credit Directive) with yourself, Imperial Cars and the finance company who will provide you with support and protection should you experience any issues with the vehicle
Instant decision while you’re in the showroom allowing for same day drive-away
Flexible payments/terms available
Fixed monthly repayments for the duration of the agreement
Early settlement option
Cash back options also available.
Click below to find out more.
How much will a car cost me on finance per month?
Every car has a finance illustration for you to view, you can also generate your own finance illustration by using our online finance calculator. Our online finance calculator can offer you an illustration based on the total sum you wish to borrow or provide you with the total amount you could finance based on your monthly budget. Click 'more info' to access our online finance budget calculator.
What is the Admin Fee for?
All vehicles are subject to an Administration Fee. The Administration Fee covers vehicle inspection, vehicle provenance investigation certificate, DVLA online registration, warranted mileage & 3 months RAC Warranty. The vehicle provenance investigation checks if a car has finance owing, is stolen, cloned, written off or clocked giving you real confidence in our cars. Our vehicle checks carried out during preparation include a rigorous cosmetic and mechanical assessment of each vehicle. Our administration fee is a variable fee which covers the additional administration needed when transacting with different categories of customers as specified:
Retail Customers £180.00 (Private buyers - NOT an owner, partner of director of a new/used vehicle sales company)
Retail Customers using a finance broker outside our official panel of lenders paying funds direct to Imperial Cars £495.00
Customers exporting a car the fee is £395.00 (This applies to any car that is exported outside of the UK)
Trade Sale to the motoring trade the fee is £450.00 (Trade buyers – an owner, partner or director of a retail new/used vehicle sales company)
Repeat retail customers purchasing in a 24 month period, the fee is £100 (Private buyer that has purchased a vehicle within the previous 24 months)
All of the above fees are inclusive of VAT
I have a problem with my car what should I do?
As a used car retailer we have a liability for the car we sold to you for six months from the point of sale. Our liability extends to any problem that occurs as a result of a fault that can be proven to be present at the point of sale. In the unlikely event that you do experience a problem with the car within the first six months and believe this was present at the point of sale you must report it to us and give us the opportunity to fulfil our obligation to you and put it right. Under no circumstances should you book your car into another garage to have rectification work carried out without contacting our after sales department first.
What are your vehicle preparation standards?
All of our vehicles undergo a multi-point mechanical check on arrival at our dedicated two acre vehicle preparation site. Any rectification work is then carried out. On completion a qualified technician then inspects the vehicle. Only when that inspection is clear is the vehicle released for sale.
All vehicles then pass through a cosmetic inspection. For a vehicle to meet our preparation standard no scratches or dents should be visible with the naked eye from a distance of 2 metres. Any minor imperfections will also be photographed and presented on the vehicle condition report (coming soon) which you can access from the car details page on this website.
For more details relating to our preparation process click 'more info' below.
What warranty do you provide with the vehicle?
All vehicles are supplied with a 3 month return to base warranty with a claim limit of £250 per individual claim. There is no limit to the number of claims you can make against this policy. We also offer a range of extended warranty products.
How do you ensure that you fulfil your legal obligations to me as a customer?
We have a Primary Authority Agreement with Trading Standards which provides us with help, support and advice when dealing with customer care issues. This agreement means that we have no option other than to fulfil our legal obligation to you, our customer.
When will I receive my V5 (Vehicle Registration Document)
This is an area that is outside of our control as once we have forwarded the V5 to the DVLA it can take up to 12 weeks for the DVLA to post the new V5 in your name to your home address.
Can I drive my car away on the day I buy it?
Yes, you can drive away your new vehicle on the day you purchase it. Just make sure you bring the required paperwork with you as detailed above and we will do the rest. We can provide you with drive away insurance valid for 5 days (this incurs a £12.50 + VAT administration fee) ensuring you are covered for the journey home. You will need to organise road tax for your new car.
Are your prices negotiable?
Our daily price checks ensure that our vehicles are competitively priced online at all times.
Do I need to organise the Road Fund Licence/Tax for my vehicle?
Yes, it is the customers’ responsibility to ensure the vehicle is taxed.
How accurate are the vehicle technical specifications and descriptions?
We go to great lengths to verify and validate the technical specifications and descriptions we publish against our vehicles online. However, we have no control over manufacturer data supplied by the DVLA/CAP. Whilst 99%+ of our vehicles are published with the correct detail it is vital that if there is a feature of the vehicle that is prime in your decision to buy please ensure you qualify this at the point of sale.
VAT Refunds - can I get a VAT refund if I export a car purchased from Imperial Cars and what is needed?
Yes a VAT refund may be possible but with specific conditions to meet HMRC rules.
If the Vehicle is to be exported, the VAT is only refundable to the Customer or Company provided that the following conditions have been met.
• The Sales Invoice must always show the full price including VAT.
• If the Vehicle is exported outside of the EU, then the Sales Invoice must show the details of the Vehicle Buyer, which includes the address where the Vehicle is to be exported. Proof of Identity of the Purchaser will be needed and the address must match the address on the Sales Invoice. There must be Proof of Export showing the Registration Number of the vehicle from the shipping agent, within 3 months of the Sale.
• If the Vehicle is exported within the EU (see list of countries below), then the Sales Invoice must show details of the Company, which includes the address where the Vehicle is to be exported. A valid VAT Number and proof of VAT number for the Company in the EU Country of Export is required. Proof of Identity of the Purchaser, with an address in the EU Country of Export must be provided. Additionally, Proof of Export showing the Registration Number of the vehicle from the shipping agent, must be available within 3 months of the Sale.
• If the Vehicle is exported to an EU country(see list of countries below), then the VAT will not be refunded on an exported car if the Sales Invoice is raised to an individual. VAT will only be refunded on an exported car in the EU to a “COMPANY” with a valid VAT Number, provided that all other relevant conditions have been met.
List of EU Countries:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, ,Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden.