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Credit Sale

Frequently Asked Questions

About the Scheme

What is Annual Percentage Rate (APR)?

APR is otherwise known as Annual Percentage Rate. It refers to the total charge for credit and is designed to help you compare one type of credit with another. To ensure consistency of this calculation, a standard set of formula is used.

The APR figure will appear alongside all costs shown within Alphabet Motion and will also be highlighted within your agreement, if you make an order.

Can I put a cherished plate on my vehicle?

If you wish to add a cherished plate to your vehicle, please make this request when you order using the comment function in Alphabet Motion and we will do our best to accommodate this.

Ordering Your Vehicle

How can I order my new vehicle?

Using Alphabet Motion, request your bespoke quote for a vehicle of your choice.

Once you are happy with your quote, you can proceed to order your new vehicle. Please note, that within the new vehicle and credit application form, you will be asked to provide the following important information:

  • Personal information, including a copy of your valid photocard driving licence
  • Your residential address for the past 3 years, required for the credit application
  • Detail regarding your recent employment history, required for the credit application
  • Payment information including your bank address (if applicable to your order)

Within the personal details section there is a postcode search functionality, which will return the most popular UK addresses. There is also the ability to override the functionality and manually enter UK addresses, if required.

I’d like an electric vehicle or plug-in hybrid, how can I charge it?

Alphabet has partnered with a leading smart charging solution provider, NewMotion part of the Shell Group, to provide Home Charge Points for our customers. The new high-quality smart Home Chargers will be available to you at a greatly reduced price for a limited period*. For more information and a no obligation quote, please visit the website by clicking here.

*Should you decide to take advantage of the offer with NewMotion, the reduced price of the Home Charge Point (including installation) will be charged to you directly and will not be included within your contract or monthly payments with Alphabet.

What is maintenance and why would I need it?

You might think that because Alphabet’s vehicles are brand new, that they won’t need any TLC. Well, in fact every vehicle, whether it’s just been driven off the forecourt or is ten years old, needs attention of some sort. That’s why adding maintenance into your contract gives you extra peace of mind.

We give our customers the freedom to choose to include maintenance within their contract or not, because we understand that every individual has different needs. If you feel you could benefit from adding maintenance into your contract, ensure you make this selection when placing your order.

What is included within maintenance?

All routine servicing and repair costs arising from normal use of the vehicle are included. This covers fair wear and tear of exhausts, batteries, tyres, punctures and the replacement of tyres due to irreparable punctures.

Excessive wear and tear will not be covered, for example replacement tyres over a short period of time, or replacement due to damage by the driver. For example, hitting a kerb or pothole.

Can I amend my order?

Once you have placed your order, there is no guarantee that you will be able to amend it. Alphabet will make reasonable efforts to accommodate any changes within the first few weeks. However, you will be liable for any costs incurred as a result.

How do I organise a test drive?

If you would like to arrange a test drive, or see any of the vehicles you are interested in, please contact us on 03700 120 303 or motioncarenquiry@alphabet.co.uk.

Can I add optional extras to my vehicle?

Yes, you can configure your new vehicle to your exact specification using the Alphabet Motion platform. An Alphabet representative will then tailor your quote to your requirements and send it back to you within the platform, for you to review and accept.

As a guide, if you add an optional extra, the monthly payment will increase by the total cost of the option, divided by the term of the contract. For example, an optional extra costing £500.00, would be divided by 36 months (or your chosen contract term) meaning an additional £13.89 per month.

Do I have to pay extra for Road Fund Licence?

No, this cost is already covered within your monthly payment. Alphabet will notify you when the Road Fund Licence, otherwise known as vehicle tax, is renewed after 12 months.

Can the price change after I have placed my order?

The quotation will be honoured by Alphabet for 4 months once the order has been placed. However, this is subject to manufacturer price increases and changes in legislation, for example, Road Fund Licence increases (otherwise known as vehicle tax) or VAT inflation.

Alphabet will let you know in plenty of time if there are any changes to the monthly payments.

How long is the quote valid for?

The quotations will be valid for a period of 30 days. Please note, should there be a manufacturer price increase during this time, Alphabet will be in contact with you to discuss this change. We will always strive to gain price protection on vehicles ordered.

How is delivery arranged for my new vehicle?

The supplying dealer will contact you when your vehicle has been built, to arrange delivery at a convenient time and location.

We need to receive your signed Credit Sale Agreement and the 14 day right to withdraw period must have elapsed, before delivery can take place.

Who provides insurance cover for my vehicle?

It is your responsibility to ensure that your vehicle is fully comprehensively insured for the duration of your agreement with Alphabet. If your vehicle is required for business use, you will also need to ensure that the appropriate insurance cover is included.

In some cases, your employer may cover the cost of your insurance, but it remains your responsibility to ensure that adequate cover is in place for your vehicle.

Whose name should the vehicle be insured in?

The employee should be the main driver of the vehicle and the insurance should be held in this name.

Servicing, Maintenance, Accidents

What happens when my vehicle needs a service?

You will need to arrange for your vehicle to be serviced in line with the manufacturer's recommended servicing schedule.

If you have selected maintenance as part of your agreement, you can book your vehicle in for a service online or call the service booking team on 0370 5050 135.

Who is responsible for arranging servicing of the vehicle?

You are responsible for ensuring that the manufacturer's recommended servicing schedule is adhered to. It is imperative that you do so, to ensure the warranty is not invalidated and to avoid incurring an additional charge.

What happens if my vehicle needs new tyres?

If you have selected maintenance as part of your agreement, the cost of tyres is included within fair wear and tear standards. You can book your vehicle in for tyres online or call 03700 120 303.

If you have decided to maintain your vehicle yourself, you are responsible for ensuring that your tyres remain roadworthy and should arrange to have them repaired or replaced at your own cost.

What should I do if I breakdown?

All vehicles include UK and European roadside assistance, so whether you breakdown at home, at the office or anywhere in Europe, you are covered.

If this happens, please call 03700 120 303, Option 1.

My vehicle has been damaged. What should I do?

You should have your vehicle repaired under your own motor insurance policy, or that of the third party who caused the damage, before returning it to Alphabet at the end of your contract.

All repairs should be carried out promptly by a servicing and repair agent approved by your insurer. You must make us aware of any accidental damage that has been repaired during your agreement.

If there is unrepaired damage when your vehicle is returned, you will be invoiced for the cost of these repairs. This invoice will be collected by Direct Debit.

Can I take my vehicle abroad?

Yes, your vehicle can be taken abroad for a period up to 30 days, but you must notify Alphabet in advance, to obtain the necessary documentation. You will require a VE103 certificate which we are happy to supply at a small cost.

Please book and pay for your Travel Abroad documents using our secure online portal at least 2 weeks before your intended date of travel.

What happens if I change my address?

It is essential that you inform Alphabet when you change address, as important documentation will automatically be sent to the address we have on file. It will be your responsibility, if such documentation is lost, as a result of your not informing Alphabet of your change of address.

What happens if my vehicle is stolen or written off?

If your vehicle is confirmed stolen or written off, you must ensure that any money you receive from your motor insurance policy is used to repay the outstanding balance of your Alphabet agreement. You will be liable for any remaining shortfall including the final instalment.

If I take a 4 year agreement, will the cost of an MOT test be included?

If you have chosen to take maintenance with Alphabet, the cost of an MOT test is included within your 4 year agreement. Alphabet will notify you one month in advance, for you to arrange the MOT test.

End of Contract and Termination

Can I settle my agreement early?

Yes. If you wish to settle the agreement early, please contact us on 03700 120 303 and we will be happy to provide you with a settlement figure in accordance with the Consumer Credit Act.

What happens at the end of my agreement?

Three to six months before the end of your agreement, Alphabet will send you information about the options you have available to you, including detail on how to order your next vehicle with Alphabet.

Usually, you will have two options:

  1. Keep the vehicle by paying the final instalment and any applicable excess mileage charges; or
  2. Sell the vehicle to Alphabet for a sum equivalent to the final instalment. Please note, this is subject to your compliance with the agreement and meeting required return standards.

In both cases, providing you have covered no more than the total agreed mileage and met the required return standards, you will have nothing further to pay.

I’d like to keep my vehicle. What should I do?

You will need to arrange for the transfer of the funds for the final instalment to arrive no later than your agreement end date. Once your payment has cleared (we allow 10 working days for this) we will send you the green “New Keeper Supplement” section of the V5.

How do I sell my vehicle to Alphabet at the end of my contract?

You must provide notice in writing of your intention to sell your vehicle back to Alphabet, as well as providing details of your preferred return location and date.

Additional charges may be incurred for excess mileage or damage to the vehicle that falls outside of fair wear and tear guidelines. Additional charges will be collected from your bank account by Direct Debit. The full conditions and costs are documented within your agreement.

If you choose to sell your vehicle back to Alphabet and would like to arrange collection for this, please contact us on 0370 5050 186, Option 1, Option 1. We will be happy to arrange for one of our approved agents to collect and inspect the vehicle, at either your home or work address. Please note, we must be given at least one week’s notice of this request.

What is Fair Wear and Tear?

BVRLA definition: Fair wear and tear occurs when normal usage causes deterioration to a vehicle. It is not to be confused with damage which occurs as a result of a specific event or series of events such as impact, inappropriate stowing of items, harsh-treatment, negligent acts or omissions.

Check here for the BVLRA Industry Standard Fair Wear and Tear Guidelines for cars and LCV's.

What is an acceptable level of wear and tear on my vehicle?

When you return your vehicle to us at the end of its lease period, we need to make sure it's not damaged and is in a reasonable condition.

We suggest you check your vehicle for damage at least 10 weeks prior to returning it, to ensure you have sufficient time to rectify any faults that fall outside the industry standard, the BVRLA Fair Wear and Tear Guide.

Should your vehicle have any damage, you will need to organise the repair under your motor insurance policy before returning it to Alphabet. Any damage found to be outside of the approved BVRLA Fair Wear and Tear Guidelines will be noted and a charge may be applied for any repair costs that are necessary.

Is it my responsibility to transfer my cherished plate, prior to collection?

Yes, this request should be submitted in writing to cherishedtransfers@alphabet.co.uk, 12 weeks prior to your agreement expiry date. Please be aware that we cannot delay collection if this request has not been made according to the process outlined above.

What happens if I have left my company?

Please contact our friendly team on 03700 120 303 to inform Alphabet and discuss your options.