RAC Approved Dealer Customer
Charter
Buy with confidence

 

• • With whom you are buying the vehicle from

• • The vehicle is safe to buy 
  • Peace of mind

• • There is someone to turn to if you have a problem with the vehicle

• • There is someone to turn to if you have a problem with the dealer

• • The vehicle is under warranty
    Exceptional customer service

• • You will always find the service friendly,
    straightforward and jargon-free

• • All RAC Approved Dealers will undergo a
    formal compliance check at least six times
    a year to check their vehicles are prepared
    to RAC standards

• • This is underpinned by a code of
    practice that all RAC Approved Dealers sign
    up to
    RAC Used Vehicle Code of Practice
    The RAC Used Vehicle Code of Practice covers
    the five elements below:

 

1. 1. Advertising

1. 1. Customer service

1. 1. Vehicle Preparation

1. 1. Peace of mind

1. 1. How to solve a problem
      Advertising

1. 1. Dealers will advertise openly, honestly, and
      not in a way that could mislead consumers.

1. 1. Dealers must ensure that any marketing,
      advertising, offers, promotions or deals are
      underpinned with integrity, aimed at giving
      the consumer’s value so they understand
      the terms of any deal being offered.

1. 1. The Dealer will help explain any offers
      and ensure you understand any terms and
      conditions in place.

1. 1. The price paid for the vehicle must not be
      greater than that advertised unless added
      extras have been requested and agreed upon by
      you.

1. 1. If the Dealer offers a consumer a “trade-in”
      price for their current vehicle they will use
      an industry standard pricing guide.

1. 1. Advertisements must comply with any
      relevant code of advertising, including;

 

• • UK Code of Non-broadcast Advertising,
    Sales Promotion and Direct Marketing

• • The Television Advertising Standards
    Code

• • The Radio Advertising Standards Code

• • All other relevant statutory
    requirements, such the Consumer
    Protection from Unfair Trading
    Regulations 2008 and the Consumer
    Credit (Advertisements) Regulations
    2004 (as amended)
    5
    Customer Service

 

1. 1. Dealer staff will be trained in the RAC
      charter and the RAC Used Vehicle Code of
      Practice, it will be displayed in a suitable
      area for consumers to view and copies
      available if requested.

1. 1. Dealer staff will be professional and be at
      hand to answer queries regarding vehicles
      for sale.

1. 1. Dealers will provide a safe environment for
      consumers to view vehicles for sale.

1. 1. Dealer staff will not put undue pressure on
      consumers to purchase a vehicle ensuring
      vulnerable consumers are given the time
      and support for them to make an informed
      choice regarding their purchase.

1. 1. Dealer staff will provide factual information
      about a vehicle for sale.

1. 1. Dealer staff will detail in writing any “extras
      “and the cost of these that have been
      negotiated before the completion of the sale.

1. 1. Dealers will ensure the consumer
      understand any terms and conditions that
      could invalidate the warranty plan provision
      provided with the vehicle.

1. 1. The Dealer will ensure the consumer
      receives all the advertised benefits on
      delivery of the vehicle to the consumer.

1. 1. The Dealer will ensure that their customer
      facing staff are given sufficient authority
      to resolve any complaint promptly and
      courteously before it escalates. If the
      a complaint cannot be resolved; please see
      Our section is on how to solve a problem.
      10. The Dealer is also obliged to have someone
      suitable to act as a customer service
      manager, who will manage complaints that
      have been escalated.
      11. The Dealer will be clear about the terms
      of sale. This includes cancellation rights,
      return of deposits if the intended sale is
      cancelled, and any associated reasonable
      cost in doing so. The dealer will ensure
      deposits taken for vehicles are protected in
      the event that the dealer cannot fulfil the
      agreed vehicle for sale.
      12. The Dealer will make any documentation
      associated with the vehicle available for
      inspection to prospective consumers.
      13. The Dealer will allow any inspection by a
      third party to be conducted on any vehicle
      offered for sale if the consumer wishes.
      This will include providing a V5 document
      numbers if required to allow the consumer
      to carry out their own history checks.
      14. The Dealer will support any consumer who
      feels they need additional support through
      family members or friends to purchase
      a vehicle. The dealer and its staff will
      treat the consumer representative in the
      same manner as dealing directly with the
      consumer.
      15. If the Dealer offers any other products and
      services such as finance, then they must
      be clear on the terms and conditions that apply
      and which company they are contracting.
      16. Dealers will regularly review training
      material and changes to the codes via the
      RAC dedicated portal ensuring dealer staff
      are given access to any relevant training
      material.
      17. Once the sale is agreed the Dealer is to
      provide a suitable time for the consumer to
      collect their vehicle and complete the sale.
      If the Dealer cannot have the vehicle ready
      for the agreed time, they must inform the
      consumer as soon as possible.
      6
      Vehicle Preparation

1. 1. All Dealers will ensure every vehicle
      available for sale has had an RAC 82-point
      Approved Vehicle Preparation Standard
      check carried out detailing any work that
      needs to be completed.

1. 1. If faults or issues are identified when
      carrying out the check, which may make
      the vehicle un-roadworthy, these issues
      must be rectified before the vehicle being
      available for sale.

1. 1. Once the sale of a vehicle is made, any
      other issues identified on the RAC 82 point
      check must be completed before the
      the vehicle being handed over.

1. 1. The Dealer will provide a certificate
      confirming the vehicle has passed the RAC
      82 point Approved Vehicle Preparation
      Standard.

1. 1. The Dealer will ensure a “Vehicle Data.”
      (history) is carried out for vehicles sold.
      The Vehicle Data check will include the
      following:

 

• • If the vehicle has been reported stolen

• • If the vehicle has been an insurance
    write off

• • If there is outstanding finance on the
    vehicle

• • Any history of previous vehicle
    registrations

• • Vehicle mileage validation
    Peace of Mind

 

1. 1. Each car will be provided with a
      minimum three months RAC warranty plan.

1. 1. The Dealer will provide details of what is
      covered and not covered under the warranty
      plan.

1. 1. The Dealer will offer a warranty upgrade or
      extension period and clearly detail any cost
      for this in writing.

1. 1. The Dealer will not make consumers feel
      pressured to upgrade or extend the period
      of the warranty plan cover.

1. 1. The Dealer will offer you at least 12 months
      complimentary RAC breakdown cover
      (Vehicle-based cover Roadside, Recovery, At
      Home) for the vehicle sold.

1. 1. The Dealer will explain the requirement
      that the consumer must register their RAC
      complimentary breakdown cover for it to be
      active.

1. 1. Any additional benefits that the dealer
      provides will not diminish any legal rights
      the consumer has under any relevant
      consumer protection legislation.

1. 1. The Dealer will provide appropriate pre-contractual information and, if requested,
      this will be available in writing.

1. 1. The Dealer will ensure contractual terms
      and conditions are reasonable and will
      comply with the Consumer Rights Act