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Home > Terms Of Business

Terms of Business

This section sets out the main terms of business which apply as between the customer and Any Car Online.
Your enquiry and request for quotations with us, either through this website, via email or post is free of charge.
The role of Any Car Online in the transaction is to provide the website, to show a variety of vehicles and to facilitate the supply of the chosen vehicle by sourcing it and arranging the lease or rental, and any other related services for our clients via our portfolio of providers, funders and dealer network.
The details of vehicles on the website (particularly as to price and options) are based on information provided to us by suppliers. Although we endeavour to make all our vehicle listings and prices as up to date and accurate as possible, due to manufacturer, dealer and occasional administration errors, and constant updates, the price, availability and specification of a vehicle should be deemed to be a guide price and subject to confirmation to you via email or in writing.

The order and payments
Once Any Car Online has provided you with a quotation for your chosen vehicle, including any related processing fee and monthly payments that may be applicable. If you wish to proceed and place an order for the vehicle, we will provide you with a customer order form.

If you are in agreement and wish to lease or rent the vehicle, you will be required to sign and date this customer order from. Full terms and conditions appertaining to your order will be detailed within the order form. If, after a vehicle has been ordered, you cancel your order prior to delivery, you may be liable to a cancellation fee as defined on the vehicle order from. The initial and regular monthly (or weekly) payments are to be paid directly to the funder of the vehicle.

Refunds
If your application has been declined and you have paid any fee to us in advance, any eligible refund will be paid to you within 5-days of the agreed refund
.

Price changes
If a price change affecting the vehicle (other than related to changes in specification) is imposed on the supplier by the manufacturer, effective after the contract date, the customer agrees that the supplier may supply the vehicle and the price change within the parameters defined in the order form will be passed on to the customer.
Although Any Car Online endeavours to make you aware of any charges, fees or deposits that are or may be applied by finance companies or funders However, there are occasionally fees that we have not been made aware of. When you receive the contract or equivalent documents, you should read the terms and conditions to ensure you a fully in agreement with any charges prior to returning the contract or equivalent documents to the finance company or funder.

Vehicle defects, Delivery Delays and Non-conforming Specifications
A date for delivery is only an estimate and does not constitute an obligation to provide the vehicle in the time specified. Delivery dates are subject to change from the manufacturer, (build date delays, import delays etc) and Any Car Online does not accept any responsibility for any losses or inconvenience caused by the delay in supplying an ordered vehicle by the vehicle provider.

If a revised delivery date is forecasted to be more than eight weeks from that detailed on the initial customer order form, we will not hold you liable for the three months instalments should you cancel your order. The administration fee would not be refundable, however, we would permit a credit of this administration fee against another vehicle should you place an order with 3-months of cancelling.
If you are dissatisfied with the delivered vehicle, you must notify the delivery driver and the vehicle dealer before signing the delivery confirmation. You must also return the keys, registration documents and all accessories and documentation supplied with the vehicle. All vehicle defects should be resolved directly with the vehicle dealer and/or funder before you accept and sign for delivery of the vehicle.
After you have taken delivery of the vehicle, it is covered by the manufacturer's or dealers warranty and should be taken to an approved repairer/dealer to deal with any defects. In any instance, you should comply with the terms and conditions of the finance or leasing company. Any Car Online is not responsible for any defects, repair or warranty issues. These should be taken up with the dealer that supplied the vehicle.

Payment Queries
Once you have taken delivery of the vehicle, any issues relating to contractual payments with the funder, during the term of the lease or finance, or otherwise, should be taken up with the directly with the funder/finance company.

If, for whatever reason, any fees due to Any Car Online are not paid within the designated timeframe, Any Car Online is entitled to apply recovery charges to the debt. These are the administration charges that would be added as follows: £25 plus Vat for each reminder invoice (postal or email). £25 for any reminder letter or email.  £150 plus Vat, to initiate any County Court Proceedings, plus any additional debt recovery and/or legal costs that are applied. Interest would be levied at a rate equal to Bank of England Base Rate +8%.

General notices
Any notice given by any party must be in writing or email. Any party will be treated as having received any letter addressed to it at its correct address given on the customer order on the first working day after posting (if sent by Royal Mail Special Delivery) or on the second working day after posting if sent by first class pre-paid mail. Since any notice may be time critical it is agreed that no notices will be sent by second class pre-paid mail. A letter posted on a Sunday, bank or public holiday is treated as having been posted on the next working day. In the case of e-mail or fax, delivery shall be deemed to take place on the next working day. Email communication must be followed up by telephone from the sender to the recipient to confirm receipt.

Customer rights
The customer's rights of cancellation stated above are without prejudice to the customer's statutory rights, including rights under the relevant consumer legislation. In particular, nothing in this agreement shall be deemed to exclude the application of the Consumer Protection (Distance Selling) Regulations 2000 or otherwise derogate from any rights granted thereby.


Complaints Procedure

Our Commitment to You
It is always our aim to provide a very high standard of service to every client, however, if you feel we have fallen short on our service to you, and you have been disadvantaged or have a grievance, you are entitled to submit a formal complaint which we will investigate and where necessary, rectify as quickly as possible.

This procedure explains how we will deal with your complaint. It also informs you what you can do if you are not happy with the outcome of our investigation.

If you have a Complaint
To submit a complaint, and so we can resolve your issue as quickly as possible, you may contact us by telephone or in writing or email:

Our contact details are as follows:

Email:               complaints@anycaronline.co.uk
Tel:                   0300 124 0979
In Writing:         Customer Service Department, Any Car Group, Business First Centre, 23 Goodlass Road, Speke, Liverpool, L24 9HJ

What information we will need to process your complaint
We will need some or all of the following:

Your full name, address and telephone number that we can contact you on

Full details of your complaint

How you would like us to make things right

What happens if your complaint cannot be resolved right away?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.

Once received, your complaint will be investigated and dealt with in the following way:

Within 24 hours
We will acknowledge receipt of your complaint and inform you of our complaint’s procedure.

 Within 5 days

We will post you a letter which details our initial response and full details of your rights and options.

Within 28 days
After full investigation, we will endeavour to email you a full response to your complaint. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

Within 56 days
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.

What to do if you are not happy with our final decision.
If you are dissatisfied with our final response, you may be entitled to complain to the Financial Services Ombudsman or the BVRLA (British Vehicle Rental & Leasing Association) for a final independent adjudication.

BVRLA Conciliation Service
Any Car Online is Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Details of your complaint should be submitted by email to: complaint@bvrla.co.uk. If you do not have access to email, details can be sent by post to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD.

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Based on the information available from both parties, the BVRLA will provide both parties with its finding and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.

Financial Ombudsman Service
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The Financial Ombudsman Service, Exchange Tower, London E14 9SR.Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad).Email: complaint.info@financial-ombudsman.org.ukWebsite: www.financial-ombudsman.org.uk .

Complaints Settled Within 3 Business Days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.

We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.

Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters).

Provide the website address of the Financial Ombudsman Service; and Refer to the availability of further information on the website of the Financial Ombudsman Service.

Closing a complaint
We will consider a complaint closed when we have made our final response to you, and/or when you have accepted our final adjudication and/or settlement. This does not prevent you from exercising any rights you may have to refer the matter to the BVRLA or the Financial Ombudsman Service

Note:
This complaints procedure applies to Any Car Online, Any Car 4U and Car Lease and Go, which are all trading styles of Charnock Solutions Limited.

 

English Law
This Contract is governed by English law and any dispute arising under or in connection with it shall be subject to the jurisdiction of the English Courts.

Statutory Rights
Nothing in these terms and conditions shall affect your statutory rights. 
Any Car Online is committed to the provision of high quality customer satisfaction, however, if you have any reason to be dissatisfied with our service, please email us at complaint@anycaronline.co.uk. We will investigate any issue you may have in a fair and effective manner.

Our Company
Any Car Online is a trading name of Charnock Solutions Limited. Any correspondence should be sent to our operational office at Any Car Online, Business First Centre, 23 Goodlass Road, Speke, Liverpool, Merseyside, L24 9HJ.
Registered Office: Business First Centre, 23 Goodlass Road, Speke, Liverpool, Merseyside, L24 9HJ. Company Registered in England & Wales No: 08098038. VAT Registration No: 155433613. A Registered Member of the BVRLA.


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