We pride ourselves on that we always give customers the best service possible. This is how we do it…
READ OUR TERMS AND CONDITIONS HERE
Full Trading Name: AJ Vehicle Solutions Limited
VAT Registration Number: 156743000
Financial Conduct Authority Licence Number: FRN 749488
ICO Data Protection Registration Licence Number: ZA087515
Registered Address: 67 Dale Street, Walsall, West Midlands, WS1 4AN
Terms and Conditions
- These terms and conditions (“Conditions”) apply between you and AJ Vehicle Solutions Limited, 67 Dale Street, Walsall, West Midlands, WS1 4AN (“we”, “us” and “our” as appropriate) for the sourcing by us via various funding methods of motor vehicles as listed on our website or in other communications with you, and as supplied by recommended motor dealers/manufacturers.
- Quotations are valid for 28 days from the date of issue, unless otherwise specified.
- The figures shown are subject to manufacturer’s and/or dealer price changes, fluctuations in interest rates or changes in Government legislation. That are all outside of our control.
- Manufacturer lead times can change and delays are unfortunately beyond our control. We will update you on a regular basis on the status of your vehicle order.
- Mileage is shown as annual mileage, i.e. from the 12 month period from the date the leasing period started. If you exceed the total annual mileage at the end of the lease term, the leasing company will charge a fee for each extra mile over this total.
- If you have chosen not to have the servicing and maintenance provided by the leasing company then you are responsible for servicing the vehicle in accordance with the manufacturer’s service schedule. The vehicle must also be returned to the leasing company in a roadworthy state. Tyres must be at or above the legal tread limit. If you need any clarification of this please just ask us for a copy of the BVRLA (British Vehicle Rental Leasing Association) guide which can be provided upon request. The vehicle must have a valid MOT certificate if required. If you don’t return the vehicle in a roadworthy state in accordance with the BVRLA guide, you may be charged for remedial/cleaning/upkeep work by the leasing company.
- If you have chosen to have your maintenance provided by the leasing company (or a third party that we may have introduced you to) you are still responsible for arranging the service in accordance with their instructions.
- Maintenance may be provided by a third party. If this is the case, then an additional Master Hire Agreement and an additional Direct Debit Mandate will need to be signed.
- AJ Vehicle Solutions can introduce you to a number of finance providers. We may receive a remuneration if you enter into an agreement with them.
- If you for any reason fail to be cleared for finance with the leasing provider we will discuss with you prior to applying for funding with a different company. The additional application will mean an additional search and therefore footprint on your credit file.
- Where the vehicle is fitted with a DPF Filter (Diesel Particulate Filter) or DEF (Diesel Exhaust Fluid) system or ‘Adblue’, AJ Vehicle Solutions cannot be held liable for any incorrect usage. You are responsible for adhering to the manufacturer’s guidelines.
- In the event of a cancellation of your order you will be charged a fee of £300.00 +VAT by us for services already provided. However, you may also be charged a cancellation fee by the supplying dealer or third party suppliers in relation to this vehicle order.
- The term of hire or annual mileage limit on some products may be able to be changed with the leasing company, up until the last 6 months of the agreement. However, not all products will allow this. There may be an administration charge for any amendments to the contract. Not all agreements allow you to change the mileage so please ensure that you plan your mileage accurately before you enter into an agreement.
- If your vehicle is low emission, you are responsible for registering your vehicle with the DVLA for any waiver of fees, for example, the London Congestion Charge or the Dart Charge for using the Dartford Crossing. If you fail to register the vehicle and receive a subsequent fine the leasing company will charge the cost of the fine and an administration fee to you.
- If you receive any traffic infringement penalties you are responsible for paying them directly to the authority concerned. If any fines are forwarded to your leasing company they will settle the fine and recharge this to you with an additional administration fee.
- If you are an Individual, Sole Trader or Partnership (with less than four partners) you will need to complete a cooling off period prior to taking delivery of your vehicle. You will also be requested to send in two proofs of identification (from gas/electric/council tax/water bills) dated within the last 90 days and photocard of your Driving Licence for a particular person as specified.
- Prior to the end of the lease agreement, it is your responsibility to contact us to arrange collection of your vehicle. The leasing company will not automatically collect the vehicle. You will be charged if you keep the vehicle past the end date of the agreement. To arrange collection please email us at email@example.com
- Excess mileage charges will apply if you exceed your total contract mileage.
- These terms and conditions form part of your contract with AJ Vehicle Solutions. They are in addition to, and not superseded by, any agreement that you enter into with the leasing company concerned. You will also be required to sign an agreement with the leasing company before taking delivery of your vehicle.
- The Conditions shall govern our dealings with you, and all contracts formed between you and us, to the exclusion of any other terms and conditions. No variations to these Conditions will be binding unless agreed in writing between you and us.
- Our employees or agents are not authorised to make any representations concerning our services unless they are confirmed as such by us in writing. In entering into any contract with us, you acknowledge that you do not rely on any such representations which are not so confirmed.
- Any typing, clerical or other error or omission in any sales literature, quotation, price list, acceptance of offer, invoice or other document or information issued by us shall be subject to correction without any liability on our part.
- Your order of a motor vehicle from our website or other direct communications with you is an offer by AJ Vehicle Solutions. All orders are subject to formal written acceptance by us, the availability of the motor vehicle concerned, price changes, and the payment by you of a holding deposit (if applicable) in accordance with our written acceptance of your vehicle order.
- If the motor vehicle you have ordered is not available, we will contact you by telephone or email to suggest possible alternatives. If the motor vehicle is available and we accept your order then we will contact you to confirm acceptance of your order.
- No motor vehicle order which has been accepted by us may be cancelled by you, except with our written agreement and on terms that you shall indemnify us in full against all costs (including the cost of all labour and materials used), damages, charges and expenses incurred by us as a result of the cancellation.
- The prices notified to you by us will include VAT if personal leasing, do not include VAT if business leasing, include the delivery cost (unless specified) by the dealer to your chosen mainland UK destination, and includes number plates, Road Fund Licence (if applicable) and Vehicle Registration Charge.
- We reserve the right to change the price either before or after we accept any order from you, where circumstances outside of control require it (for example: changes in prices notified to us by dealers, manufacturers and finance companies). We will promptly notify you in writing of such a change and you will have the right to cancel your order (upon receipt by us of your written confirmation within any reasonable deadline stated by us) if the change is not acceptable.
- Prices that are set out on our website or in any other direct communications with you and in general marketing material issued by us are for information purposes only and do not constitute an offer by us capable of being accepted by you.
- The specification of any motor vehicle displayed on our website or any other marketing material issued by us is supplied by the vehicle manufacturer, dealer or leasing company and formatted for our use. Whilst every effort is made to verify and ensure the accuracy of the data, the information should only be used as a guide and no purchasing decision should be made by you without verification of the latest data from either the manufacturer or a franchised dealer of their vehicles. All images on our website or other marketing material issued by us are for illustration purposes only.
- Upon receipt by us of completed finance documentation (including signed finance agreement accepted by the finance company) and any balance of monies due to be paid to or through us, we will arrange delivery of the vehicle to your chosen mainland UK destination.
- Please note that local registration of motor vehicles is not possible.
- If you fail to provide access to the premises necessary to effect the delivery or fail to give us adequate delivery instructions at the time stated for delivery (otherwise than by reason of any cause beyond the your reasonable control or by reason of our fault) then, without prejudice to any other right or remedy available to us, we may store the vehicle(s) until actual delivery and charge you for the reasonable costs (including insurance) of storage.
- Subject as expressly provided in these conditions, and except where you are a person dealing as a consumer (within the meaning of the Unfair Contract Terms Act 1977 or in amended or replacement legislation), all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law.
- Where the sale is under a consumer transaction the statutory rights of the customer are not affected by these conditions.
- Except in respect of death or personal injury caused by our negligence, we shall not be liable to you by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, for any indirect, special or consequential loss or damage, costs, expenses or other claims for compensation whatsoever (whether caused by the negligence of us, our employees or agents or otherwise) which arise out of or in connection with the supply of services or vehicles, and our entire liability under or in connection with the contract with you shall not exceed the price of the services supplied to you, except as expressly provided in these conditions.
- We shall not be liable to you or be deemed to be in breach of any contract with you by reason of any delay in performing, or any failure to perform, any of our obligations, if the delay or failure was due to any cause beyond our reasonable control.
- We are committed to providing the highest standards of customer service. Should you have any complaint about our service, please let us know as soon as possible, either by telephone on 01484 866218 or by email to firstname.lastname@example.org , and we will endeavour to resolve them with you in a fair and effective manner. We will acknowledge your complaint within 48 hours of receipt and will take all reasonable steps to resolving it promptly to your and our satisfaction. We will provide you with a timescale for resolving the dispute and keep you regularly updated with its progress. For further information please refer to our full complaints procedure on our website: www.ajvehiclesolutions.co.uk
- The following clause applies if you make any voluntary arrangement with your creditors; or (being an individual or firm) become bankrupt; or (being a company) become subject to an administration order or go into liquidation (otherwise than for the purposes of amalgamation or reconstruction); or an encumbrance takes possession, or a receiver is appointed, of any of your property or assets; or you cease, or threaten to cease, to carry on business; or we reasonably apprehend that any of the events mentioned above is about to occur in relation to you and we notify you accordingly.
- If this clause applies, without prejudice to any other right or remedy available to us, we shall be entitled to cancel the contract or suspend any further deliveries or provision of services under the contract without any liability to you, and if vehicles have been delivered or services provided but not paid for the price shall become immediately due and payable notwithstanding any previous agreement or arrangement to the contrary.
- If any provision of these conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these conditions and the remainder of the provision in question shall not be affected.
- The contract with you shall be governed by the laws of England, and you agree to submit to the non-exclusive jurisdiction of the English courts.
- Finance is subject to status and to persons over 18 years of age only. Underwriting guarantees or indemnities may be required. For purchase plans, the Optional Final Payment plus any other applicable fees may apply in order to own the vehicle at the end of the agreement.
- Vehicles and finance are only supplied to addresses on the U.K. mainland.
- E & O E
Treating Customers Fairly
AJ Vehicle Solutions Ltd ensures clients are at very heart of all that we do. We are fully committed to providing the highest standards of customer service and advice.
Where we have alluded to “customers” in this policy, we refer to all third parties connected with the sale.
Our customers are our most valuable asset and our aim is to ensure we deliver a user-friendly, robust, reliable and cost-effective service to all concerned.
As a part of our overall approach we are fully committed to treating our clients fairly and as such we endeavour to meet their expectations of high quality service.
Our Treating Customers Fairly (TCF) policy is centred around the guidance provided by the Financial Conduct Authority (FCA) to ensure we consistently deliver fair outcomes to our customers and take responsibility for both AJ Vehicle Solutions Ltd as an organisation, and our staff (at all levels) providing an enhanced service quality to clients, based on a culture of openness and transparency.
As a firm, we take the requirements of the FCA seriously, in particular, the requirement to treat customers fairly.
The FCA has outlined six key themes which are central to our TCF initiative:
- Customers should be confident that they are dealing with firms where treating customers fairly is embedded in the corporate culture.
- Services marketed and sold are done so with the aim that they meet the needs of customers and are targeted accordingly.
- Customers should be provided with clear information and are kept appropriately informed before, during and after the service provision
- Where advice is provided, it takes into account a clients individual circumstances
- The service provided is of an acceptable standard
- Customers do not face unreasonable barriers to make a complaint
We have set out how we aim to ensure these principles are embedded in our approach to dealing with our clients.
Treating customers fairly is a core principle of our company and the way we conduct our business.
We are constantly striving to improve our service and develop new and innovative ways to communicate our services and new product information to all parties who may have had historic dealings with our firm or may have dealings with us in the future.
Central to our Treating Customers Fairly ethos is our commitment to providing clear and concise information, free of jargon and written in plain English.
The core principles of our Treating Customers Fairly Policy are as follows;
1: AJ Vehicle Solutions Ltd is an organisation which holds the fair treatment of our customers as central to our corporate culture.
2: Products and services marketed and arranged in the leasing market are designed to meet the individual needs of our customers.
3: Our customers are provided with clear information and are kept appropriately informed before, during and after the leasing finance has been arranged.
4: Where we offer advice to our customers, the advice is suitable and takes account of their individual circumstances, having obtained an understanding of their requirements.
5: Customers will not face unreasonable post-leasing arrangement barriers imposed to change products should it transpire they are not fit for purpose or are substandard, or make a complaint.
6: We will ensure that any complaints or grievances are handled in a sympathetic, positive and professional manner and within a reasonable time-frame.
7: AJ Vehicle Solutions Ltd will ensure that members of staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers.
8: We will offer its staff regular training in the principles of TCF as and when appropriate, ensuring continuing professional development by encouraging reading of the trade press, FCA website, newsletters and dissemination of relevant information as and when it becomes available.
- We ascertain the appropriateness of the requested service for all new customers prior to accepting a deal, ensuring it is in line with their knowledge and experience.
- We continually aim to understand the needs of our customers.
- We aim to keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading.
- We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
- We will keep an accurate and comprehensive record of all our dealings with a customer, so that in the event of any dispute or discrepancy, we will be able to provide a full breakdown of interchanges between all parties.
- We make certain our clients understand the risks associated with our services at the outset of an instruction, where appropriate.
- We work hard to ensure that service and risk information remains clear and prominent at all times
- In the unlikely event that there is a conflict of interest, we will inform our customers as soon as possible once we become aware of it.
Our priority is to provide our clients with an excellent service underpinned by quality and choice.
Our service is shaped by listening to our customers’ needs and understanding what is important to them. We take responsibility for meeting the needs of our customers and always look for ways to improve the quality of our service.
We aim to treat our clients fairly and deliver high quality services which meet their expectations throughout their relationship with us.
We recognise that our employees are critical to delivering a positive client experience and ensuring our customers are treated fairly. Our culture and values encourage and support our employees to deliver this.
All of our employees are fully trained in dealing with our customers, and in treating them fairly. We remunerate and incentivise our employees to encourage them to deal with all customers fairly, and to continually find ways to improve.
We respond in a timely manner to our customers’ and prospective customers’ questions and queries, and address any issues or concerns promptly. All customer complaints are dealt with and escalated as appropriate and as required by us in order to meet our obligations to our customers. How we handle these is further detailed in our Customer Complaints Procedure policy document.
Our policy is in line with the current guidance from the FCA and is in line with the principles of the FCA that “a firm must pay due regard to the interests of its customers and treat them fairly”.
Senior management will pay attention to the outcomes of complaints, which can serve as an important source of intelligence about the health of our business and systems. We will investigate the root causes of complaints and obtain feedback from customers who have experienced our complaints process in order to improve the level of service that we provide.
We will measure the length of time taken to deal with a complaint, the outcome, and the way in which the outcome is communicated to the customer in order to ensure that we are treating our customers fairly.
Anti-Bribery and Corruption Policy
What is Bribery?
Bribery is the accepting or giving of gifts, money, hospitality or other favours in return for providing something of value to the briber.
This is defined as giving someone a financial or other advantage to encourage that person to perform their functions or activities improperly or to reward that person from having already done so i.e. seeking to influence a decision-maker by giving some kind of extra benefit to that decision-maker rather than by what can be legitimately offered as part of the tender process.
Who does this policy cover?
The policy applies to all employees and agents alike.
What is the purpose of this policy?
The purpose of this policy is to set out the rules that must be followed throughout the Company to ensure that no bribery or corruption occurs.
To comply with the legislation we need to:
- Have adequate procedures in place to prevent bribery.
- Have conducted a risk assessment to ensure that procedures are adequate to minimise the risk.
- That any action taken is proportionate to the risk within the Company.
- Top level commitment – demonstrate that all staff, agents and the key people with whom we do business with and for understand that we will not tolerate bribery.
- Due diligence – know exactly whom we are dealing with and undertake checks before engaging others to represent us in business dealings.
- Communicate policies and procedures to all employees and agents to enhance awareness and advise what is acceptable.
- Monitoring & review – keep track of the risks faced particularly if entering into a new market.
- Accepting any financial or other reward from any person in return for providing some favour
- Requesting a financial or other reward from any person in return for providing some favour
- Offering any financial or other reward from any person in return for providing some favour
From time to time, customers, suppliers or other persons might offer a gift or reward to an employee. This could be anything from a small gift, money or something else of considerable value.
All gifts, however small, must be reported to an appropriate manager and recorded. No gifts with a value of more than £10 may be accepted.
If a gift is offered and then refused because of its value, this must be reported to an appropriate manager.
From time to time customers, suppliers or other persons may invite an employee to a hospitality event such as a meal, football match, business party, horseracing or wine-tasting.
All such invitations must be reported to an appropriate manager for authorisation prior to accepting the offer to attend the event.
Offering gifts and hospitality
The company may consider that from time to time, it is reasonable to offer small gifts or rewards to customers, suppliers or other persons. This may only be done when authorised by an appropriate manager together with the company chief executive.
Only when authorised by the company chief executive will any employee or agent be allowed to offer gifts or rewards to customers, suppliers and other persons. In any such event a full record will be kept, providing details of the gifts/rewards and recipients by the company.
The company may occasionally hold hospitality events, primarily aimed at thanking customers, suppliers and other persons for their custom, loyalty, effectiveness or achievements. An employee must not organise any additional hospitality event without seeking authorisation from appropriate manager in conjunction with the chief executive.
Responsibilities of Staff
All members of staff are responsible for reporting to the Compliance Officer all gifts and hospitality that is/are offered and/or received.
The Compliance Officer is responsible for ensuring that all their responsible employees and agents are aware of this policy and fully understand the rules in relation to the acceptance of gifts and hospitality.
The Compliance Officer must authorise all expenses claims from their employees and are expected to verify spending in this area by matching receipts.
Any item of expenditure that is not supported by a receipt or gives rise to concern that bribery may be taken place must be fully investigated at the earliest opportunity.
Attempts to bribe
Any employee or agent who is concerned that he/she is potentially being bribed should report this matter to the Compliance Officer immediately.
Donations to organisations
From time to time, the company may make a charitable donation. These are managed by the firm’s Principal/ Managing Director. No employee should make donations to charity on behalf of the Company unless authorised by firm’s Principal/ Managing Director.
Under no circumstances are donations to be made to charities, political parties or other organisations with the intention of gaining personal or business advantage.
If an employee or agent is concerned that acts of bribery are occurring within the organisation they should inform the Compliance Officer immediately.
If an employee or agent is concerned that a supplier or company that we do business with may be corrupt, this should also be reported to the Compliance Officer immediately.
All allegations of bribes being offered and/or received by an employee will be thoroughly investigated and dealt with using the company’s disciplinary procedure.
The company will deem proven cases as Gross Misconduct and consequently disciplinary action, including summary dismissal could be considered.
Vulnerable Persons Policy
The FCA published a report in April 2014 where it aimed to define consumers in vulnerable circumstances;
- The FCA consider a vulnerable consumer to be someone who, due to their personal circumstances is especially susceptible to detriment.
- The most significant detriment occurs when people, through the use of consumer credit, get into unmanageable or problem debt.
- This can often lead to spiralling problems, leading to both financial and non-financial costs.
Breaking this down further, the FCA has identified the following characteristics and circumstances that it views as ‘vulnerable’;
- Restricted mobility.
- Communications needs.
- Resource limitations.
- Low basic skills.
- Low financial capability.
- Mental health problems e.g. depression / anxiety, bi-polar disorder.
- Memory problems e.g. age, dementia.
- Life events e.g. bereavement, illness, pregnancy.
- Poor financial situation.
- Niche requirements e.g. example, health conditions, legal status, etc.
- Dyslexia and other learning difficulties.
AJ Vehicle Solutions’ priority is to provide our clients with an excellent service. We aim to treat our entire client bank fairly and deliver high quality services which meet and exceed their expectations throughout their relationship with us.
We understand the need for “fair and appropriate treatment of customers, who the firm understands or reasonably suspects to be particularly vulnerable.” (CONC 7.2.1)
There are a number of key expectations which the FCA require from regulated companies when dealing with vulnerable clients:
- Have appropriate policies in place to identify consumers in vulnerable circumstances
- Policies to approach consumers in vulnerable circumstances in a sensitive and flexible way
- Be as transparent as possible in their dealings with consumers in vulnerable circumstances
To ensure expectations are met AJ Vehicle Solutions will ensure;
- All employees will be given initial training in identifying and dealing with vulnerable clients.
- All employees will be provided with ongoing training and regular updates to ensure employees continue to implement our policies.
- Our systems will facilitate the identification of vulnerable clients.
- Our systems will enable us to deal with vulnerable clients in the most appropriate manner so their needs are met.
- The needs of vulnerable clients will be factored in to the service provision and design of the products we offer.
- Our policies will be clear to consumers and consumer organisations.
- Management Information will be used regularly to review and improve our policies and procedures.
Wear and Tear Guide
Follow these rules as a guide*
- The car should be returned in a safe and roadworthy condition, with all the appropriate documentation, spare keys and equipment.
- Cars should be serviced according to the manufacturers service schedule. Books should be stamped at the time of service to keep the history of the car.
- Before the car is returned, the car should be in a clean condition to allow a thorough inspection of the car.
Brief Guide to Fair Wear and Tear*
Acceptable – Small scratches outside of drivers eye sight.
Unacceptable – Holes, chips and cracks in the glass, and scratches inside the drivers direct line of sight.
Acceptable – Minor scuffage upto 25mm in length. Wheels also meet minimum legal requirements.
Unacceptable – Scoring and other damage to wheel surface. Damage to side walls or uneven tread wear.
- Wing Mirrors
Acceptable – Minor scuffage as long as no paintwork is damaged.
Unacceptable – Missing, damaged, or cracked wing mirrors.
Acceptable – Minnor scuffing upto 25mm in length.
Unaccepable – Deep scuffs where paint is broken, dented and cracked areas.
Acceptable – Small areas of chipping. Light scratches up to 25mm in length, relative to the vehicle’s age. Dents up to 10mm providing paint is not broken.
Unaccepable – Stone chips or scratches over 25mm in length that have exposed the bare metal or primer or have rusted. Any impact damage. Multiple dents on a single panel.
Acceptable – All decals need to be removed and all glue residue removed.
Unacceptable – Any damage caused by the removal of such badges and advertising.
- Interior Upholstery
Acceptable – Should be clean and tidy, with only slight wear and soiling through normal use.
Unacceptable – Burns, tears or permanent staining. Any damage caused by the fitting of equipment such as mobile phones.
* Different finance companies imply different standards of what they see as Fair Wear and Tear.