Frequently Asked Questions

Your Car History Check Report Guarantee

I just purchased a Car History Check what should I do next?

Once you have purchased your Car History Check, before you conclude your vehicle purchase, you must complete the following steps:

  1. Make sure the vehicle details on your Car History Check match both the actual vehicle and its documentation.
  2. Check that all the VIN markings on the vehicle match each other & the V5 and they are the originals.
  3. Make sure the seller's address matches the current keeper's address on the V5 or obtain proof that they have the right to sell the vehicle
  4. Obtain a written receipt detailing the seller's details, VRM & mileage, purchase date & amount paid.

Failure to complete these steps may nullify your guarantee.

What do I do if the Logbook/V5 is missing or is different to details supplied before the purchase?

If the seller cannot provide these details, or the actual document details differ from those previously supplied by the seller you should contact the DVLA to seek clarification prior to completing the vehicle purchase.

I have questions about my Guarantee. Who can help me?

If you have questions about your Guarantee, please email us. We are available to assist you Monday to Friday from 8:00am - 6:00pm, Saturday 8:00am - 5:00pm, Sunday 10:00am - 5:00pm GMT / BST. You will receive an email the same day acknowledging your enquiry, or the next day if you sent your enquiry after 3.00 pm. Depending on the nature of your enquiry, providing a resolution may take a little longer.

When will my Guarantee coverage expire?

A Guarantee is valid for a two year term from the date your Car History Check was purchased, or for as long as you hold the title to your car, which ever is the shortest.

Is the Guarantee transferable?

No, the guarantee is specifically for your benefit and reflects the status of the vehicle as at the date your Car History Check is made. You cannot pass on the benefit of the guarantee, even if you simultaneously transfer the vehicle.

Do I need to carry the Guarantee with me or in the car?

It is recommended that you print and keep your Guarantee in a safe place with your other important personal and financial papers.

Does the Guarantee cover me if I lose money having decided not to go through with the purchase of the car?

The Guarantee is there to protect you if, having purchased the vehicle, you fail to secure good title to the car, ie the car was stolen or had outstanding debt, or if you suffer financial loss as a result of he car being classified as an insurance write-off.

If you decide not to complete the purchase of the car you will not be covered by the guarantee for any financial losses resulting from your decision.

What do I do if I have a claim?

If you believe you have experienced a loss covered by the terms of your Guarantee, please take the following steps:

  1. Read the Guarantee terms and conditions. Knowing exactly what the Guarantee covers is very helpful.
  2. Gather all of your vehicle documents. Well-organised records will speed up the claim settlement process. Locate the vehicle's registration documents (V5C/logbook), and your Guarantee print-off. Make a note of the vehicle's VIN, its purchase price, and its date of purchase.
  3. Email us with the details of your claim.

Please make sure you send your Claim ID. For more information about our claims process, please refer to your Guarantee.