HOW CAN WE HELP?
Find the answers to some of your most frequently asked questions
Where can I obtain my radio or key code, or a new key for my Ford?
Firstly, check for the Security Code card which comes in the same pack as your Owner’s Manual. If you still need help, make contact with a Ford Authorised Dealer or Repairer for further assistance. For security purposes, we are unable to share code information by phone or email. If you require a new key or fob, again contact your nearest Ford Authorised Repairer who can order & programme a replacement for you.
How can I obtain a new Owner’s Manual?
All new Ford come with an Owner’s Manual. Speak with the Sales Team at your Dealer if you don’t have one included. If you have misplaced your manual, or have purchased a previously-owned Ford without one, you can buy a Manual for a small fee online. Buy a new manual here.
Where can I obtain the service history for my previously owned Ford?
We don’t store servicing records centrally, however we do recommend buyers and sellers pass on the Service Portfolio to help maintain the vehicle condition and keep you driving longer. In the first instance, make contact with whoever sold you the vehicle. Authorised Ford Repairers may store servicing records that they can access, however this will depend on the processes of each Franchise. Speak with the servicing team who will do their best to help.
Where can I find technical specifications for my Ford Vehicle?
Firstly, check our pages online to find out more detail about your vehicle. Simply choose your vehicle from the menu by following this link, then select Brochures, Prices & Specifications on the menu. If you can't find what you are looking for on our website, we recommend you contact a Ford Dealership for technical information, as they not only have the relevant knowledge and experience, but also direct access to our technical support services.
Do I get Ford Roadside Assistance with my new vehicle?
Yes, new Ford vehicles are automatically provided with Ford Assistance for one year from the date you take delivery of the vehicle. Book your Scheduled Service with a participating Dealer and you can also enjoy the safety and reassurance of up to a year's roadside assistance cover.
How do I obtain a Certificate of Conformity?
If you re quire a Certificate of Conformity for a car, please contact us at coc@ford.com, if you require a Certificate of Conformity for a commercial vehicle, please email us at coc@ford.com.
When should I get my car serviced?
Service intervals vary by vehicle model, but are specified in the Service Portfolio supplied with your vehicle. For further enquiries please contact your local Ford Approved Dealer who is best placed to confirm the exact schedule for your vehicle and also advise of any recall or service actions that may be outstanding on your vehicle. For more information, check our Service & Repair pages.
How can I maintain my Ford in optimum condition between scheduled servicing?
Every vehicle is prone to wear and tear to some extent. But by having yours checked regularly, you can keep every part of it running smoothly and so prevent unnecessary – and often expensive – repairs later on.
There are a few things you can do yourself to help maintain your vehicle. In addition to maintaining paint & bodywork by regular cleaning in accordance Ford recommendations, there are some other simple owner checks you can make on a regular basis. We also recommend you take advantage of the range of free checks available at any Approved Ford Dealer.
How can I optimise the Fuel consumption of my Ford?
Reducing the amount of fuel you use means reducing emissions.
The fuel consumption on my vehicle is not what I expected, what can I do?
Fuel consumption is tested under strict guidelines; details of the test procedure can be located here.
How do I ensure my air conditioning keeps working efficiently?
Air conditioning units should be regularly serviced in a similar manner to other vehicles parts. Over time the gas can become contaminated or filters become saturated which can cause the system to become inefficient. If not properly looked after the air conditioning system can be the ideal breeding ground for bacteria, mould and fungi. Anti-bacterial air conditioning treatment will destroy bacterial build-up and leave a pleasant fragrance within your vehicle and help avoid this.
Where can I find out more about Ford Protect Service Plans?
Your local Authorised Ford Dealer will be happy to assist you with any queries you may have on Ford Protect new vehicle servicing plans. Alternatively, you can call the Ford Protect Helpdesk on 0870 241 6726.
I have been told that my new car delivery has been delayed. What can I do?
We make every effort to build and deliver your vehicle as quickly as possible – after all, we want you to experience your new Ford too. This said, as Britain’s favourite, sometimes delays in production or delivery do happen. When we know that we may experience a delay in production, our Authorised Dealers are the first to know. They can also access our systems to check on the progress of your new order. Speak with your Sales person about order progress. If you remain unhappy, ask to speak with the Sales Manager who can make sure everything is being done to get you driving your new Ford as soon as possible.
Where can I find information on genuine Ford accessories?
Our range of accessories is available at Ford Dealers across the country. They will be happy to tell you about what’s available for your particular model. Once you’ve made your choice, they’ll professionally fit your accessories. Check our latest accessories brochure here.
I am struggling to get a part for my Ford, what can I do?
You should contact an Approved Ford Dealer or Parts Supplier who has access to millions of parts for current and past Ford vehicles. They will have access to the latest information via the Dealer Systems and, in the unfortunate event of a delay, have processes to escalate the issue on your behalf. Locate your nearest Approved Parts retailer here.
How do I check if my phone is compatible with Ford Bluetooth® with Voice Control?
Click here to view our latest list of compatible phones.
Which child seats are available for my Ford?
Your Approved Ford Dealer offers a competitive range of Recaro child seats and a comprehensive range of premium child seats, from our approved supplier Britax, for all ages from babies to young children. Designed to meet the highest safety standards, they are thoroughly crash tested. There is also a great selection of ISOFIX seats, which are quick and easy to fit correctly and safely, to the ISOFIX points built in to most Ford models. If your vehicle does not have ISOFIX fittings it may be possible to retrofit and your Ford Dealer will be able to advise.
Where can I find the towing weights for my vehicle?
You can find the towing weights for Ford Vehicles in the vehicle specification data. Check your Owners Manual, or choose your vehicle from the menu by following this link, then select Brochures, Prices & Specifications on the left menu.
Does my Ford vehicle come with a Spare Wheel or a Tyre Mobility Kit? Can I order a spare wheel if one is not fitted as standard?
Not all Ford vehicles come with a spare wheel as standard (check with your Dealer for model availability).
If not, your vehicle will be supplied with a Tyre Mobility Kit, designed to quickly restore mobility in the event of a puncture. This not only frees up boot space, but it also means less weight to carry around, resulting in improved fuel economy and lower emissions. All which help reduce the running costs of your Ford and protect our environment. For added peace of mind, however, we do offer a spare wheel as a low cost option on most models or as a Dealer accessory. Your approved Ford Dealer will be happy to assist you.
Something has gone wrong on my vehicle. Is it covered by the vehicle warranty?
Firstly, you should have your concern investigated by an Authorised Ford Repairer . With access to the latest technology and Ford technical expertise, they will firstly diagnose the matter and advise whether your warranty covers the repair. Due to the very technical nature of vehicle operations, it is not possible to provide a diagnosis and advise on the necessary repairs without seeing the vehicle. Your Ford Authorised Repairer will be happy to explain what action is required, and will seek help from the Ford team when needed. Find your nearest Ford Authorised Repairer here . You can also check some simple Warranty Terms here .
How can I purchase an extended warranty for my Ford?
Your Ford Dealer will be happy to explain the Extended Warranty options and help identify the best plan for you and your vehicle. Find your nearest Ford Dealer here. Alternatively, please contact our Ford Protect team on 0870 241 6726.
What do I need to do in order to maintain my paint surface and perforation warranty?
To maintain your paint surface and perforation warranties, the body panels of your Ford must be examined in line with the schedule in your vehicle service plan; preferably by a Ford Authorised Dealer and that the results of the check are recorded in the vehicle's body and paint record to maintain the vehicle's perforation warranty.
Is my vehicle warranty transferable between owners?
Yes, the Ford Protect Classic warranty plan applies to the vehicle and not the owner so subsequent owners can benefit from the balance of any warranty remaining on your vehicle when you sell it. There is no need to update change of ownership, however, in the first year of ownership, owner details can be changed simply by calling Ford Protect on 0870 241 6726.
1. How do I make a claim?
Simply take your vehicle to any Ford Authorised Repairer. Once you have obtained authorisation for your claim, your repair costs will be covered up-to a maximum value of the original purchase price of the vehicle.
2. Does this warranty cover parts and labour?
All repairs undertaken at a Ford Authorised Repairer include both parts and labour.
3. Will I be provided with a replacement vehicle whilst my vehicle is being repaired?
In the event that a valid claim repair time is 8 hours or greater, you will be reimbursed the cost of hiring a comparable replacement vehicle, up to £60 including VAT, per day for a maximum of 7 days. Please note that the repair time of 8 hours relates to the manufacturer agreed time allowance to complete a repair and does not include time taken for the repairing dealer to start any authorised repairs or delays incurred whilst sourcing parts.
4. Will I be reimbursed should I require overnight accommodation or rail fare due to my vehicle requiring a repair authorised under this warranty?
A contribution of up to £100 including VAT, towards overnight accommodation or rail fare will be provided, subject to terms and conditions.
5. Does this warranty cover standard serviceable and maintenance items that are subject to wear and tear?
Cover under this warranty excludes components that are changed as part of a routine service, as set out by the manufacturer or items that require regular replacement due to wear and tear. Such items would include, but are not limited to filters, spark plugs, fluids and lubricants, brake pads, brake discs and tyres.
6. What is not covered?
Overheating, cracks and failures to cylinder heads and cylinder blocks as a result of damage caused by overheating, lack of lubrication and carbon build up; burnt or pitted valves; any part not listed under covered components, for example, but not limited to:
a. aerials; deployed airbags; batteries; body; door seals; electrical wiring and wiring looms
b. batteries or cells for hybrid vehicles, including any consequential loss that may occur due to failure of a covered component
c. exhaust manifolds; fixings and fastenings
d. nuts/bolts/studs/clips and springs (other than suspension springs); glass
e. interior/exterior trim; paint work; bodywork
f. sub-frames and cross-members; upholstery; lamp units and lamp clusters; screen/window/door seals; wheels; parts damaged by water ingress or corrosion; bonnet, boot and fuel flap release and hinges.
7. Do I have to have my vehicle serviced in accordance to manufacturer requirements?
It is a condition that you maintain your vehicle in accordance with the requirements set out in your vehicle’s Service Portfolio. Servicing must be carried out within 1,000 miles or 30 days, whichever occurs first, of the intervals specified by Ford.
8. What is the eligibility criteria?
The Mechanical or Electrical Breakdown Warranty and MOT Test I policy is only provided on vehicles that have covered less than 100,000 miles and are less than 10 years old from the date of first registration of the vehicle.
9. Are there policy exclusions?
We do not extend cover to vehicles registered in the Republic of Ireland or the following areas in the UK - Northern Ireland, Jersey, Guernsey and Isle of Man.
Who do I contact with a query about my Ford Insurance policy?
Simply call Ford Insure on 0333 234 9976.
How do I find more information on Motability?
For Ford vehicle enquiries, please talk to the Motability Specialist at a Motability accredited Ford Dealership. Find your nearest Ford Dealer here. For specific enquiries, please call us on 0345 60 400 19.
This note is for the attention of any of our customers who may have experienced engine damage as a result of loss of coolant and subsequent engine overheating on their 1.0L EcoBoost equipped Ford vehicle. We want to ensure that you receive correct information and advice on this issue.
The Q+A below provides background information on this issue. After reading this please check if your vehicle is affected by Field Service Action 4S615 via our Ford ETIS System (see link below). Please have your 17-character Vehicle Identification Number (VIN) to hand – this is printed on the vehicle V5 document. The VIN is also visible through a panel on the lower left-hand side of the front windscreen, the VIN plate under the vehicle bonnet and inside the driver’s side door.
If your vehicle is shown as being affected by Field Service Action 4S615 please contact your nearest Ford Authorised Repairer as soon as possible and they will inspect your vehicle and speak directly with us on your behalf.
If your vehicle is not affected by Field Service Action 4S615, but you have a 1.0L EcoBoost vehicle and have experienced engine damage as a result of loss of coolant and subsequent engine overheating then your vehicle may be covered by the goodwill support programme set out below. Please note that from 7 March 2022 the goodwill scheme will only cover 1.0L EcoBoost engines on vehicles manufactured between March 2012 and April 2015 inclusive that have experienced engine damage as a result of loss of coolant and subsequent engine overheating due to specific concerns noted by Ford Motor Company Limited and identified in each case by the Ford Authorised Repairer.
You can access your nearest Ford Authorised Repairer by clicking here.
To check if your vehicle is affected by Field Service Action 4S615 please click here to access the Ford ETIS system.
We recommend that all concerned Customers follow these easy steps so that we can get your issue dealt with promptly and with minimum inconvenience to you.
1. What is the issue with the 1.0L Engine?
Certain Ford Focus vehicles with the 1.0L EcoBoost engine may have an issue with the degas pipe causing it to crack. This may result in the engine overheating and failing. In April 2015, owners of the affected Focus 1.0L vehicles were notified of a Field Service Action to change the pipe in question.
There have been a limited number of reported cases involving other vehicles with the 1.0L engine.
2. Who will pay for my vehicle to be repaired?
Subject to being assessed and linked to potential 1.0L engine overheating as set out below, we will make a 100% goodwill contribution to the cost of a repair at a Ford dealer, in full and final settlement.
Please note that from 7 March 2022 the goodwill scheme will only cover 1.0L EcoBoost engines on vehicles manufactured between March 2012 and April 2015 inclusive that have experienced engine damage as a result of loss of coolant and subsequent engine overheating due to specific concerns noted by Ford Motor Company Limited and identified in each case by the Ford Authorised Repairer. Similar or the same engine damage not due to specific concerns noted by Ford Motor Company Limited and identified in each case by the Ford Authorised Repairer, or as a result of the customer not following Ford’s servicing requirements as set out in the owner’s manual, may not be covered by the goodwill support programme.
In the first instance, UK owners who are seeking a goodwill contribution towards the cost of repair should contact Ford by emailing UKCRC1@ford.com. Please refer to Question 12 for more details.
3. Are the repairs covered by a warranty?
Yes. Parts fitted by a Ford Authorised Dealer in relation to the 1.0L EcoBoost goodwill support program, will receive a 1 year/unlimited mileage warranty. Under the terms of the warranty, this means that should the part subsequently fail due to a manufacturing or material defect during this warranty period, the costs of both parts and labour will be covered in full.
4. How do I find out if my vehicle is affected by Field Service Actions?
Please check if your vehicle is affected by Field Service Action 4S615 via our Ford ETIS System (see link below). Please have your 17-character Vehicle Identification Number (VIN) to hand – this is printed on the vehicle V5 document. The VIN is also visible through a panel on the lower left-hand side of the front windscreen, the VIN plate under the vehicle bonnet and inside the driver’s side door.
If your vehicle is shown as being affected by Field Service Action 4S615 please contact your nearest Ford Authorised Repairer as soon as possible and they will inspect your vehicle and speak directly with us on your behalf.
You can access your nearest Ford Authorised Repairer by clicking here.
To check if your vehicle is affected by Field Service Action 4S615 please click here to access the Ford ETIS system.
We recommend that all concerned Customers follow these easy steps so that we can get your issue dealt with promptly and with minimum inconvenience to you.
5. Does this goodwill support programme only apply to the 1.0L EcoBoost Ford Focus vehicles affected by the Field Service Action 4S615?
No. This goodwill support program applies to all 1.0L EcoBoost engines that have experienced engine damage as a result of loss of coolant and subsequent engine overheating. It is not restricted by model. It also applies to vehicles affected by Field Service Action 4S615, even if a repair has already been carried out by a Ford Authorised Repairer. Please note that from 7 March 2022 the goodwill scheme will only cover 1.0L EcoBoost engines on vehicles manufactured between March 2012 and April 2015 inclusive that have experienced engine damage as a result of loss of coolant and subsequent engine overheating due to specific concerns noted by Ford Motor Company Limited and identified in each case by the Ford Authorised Repairer. Similar or the same engine damage not due to specific concerns noted by Ford Motor Company Limited and identified in each case by the Ford Authorised Repairer, or as a result of the customer not following Ford’s servicing requirements as set out in the owner’s manual, may not be covered by the goodwill support programme.
6. If my vehicle is affected by overheating, what are the potential visible signs prior to failure?
7. What should I do if any of the above occur?
Stop the vehicle safely at the side of the road as soon as you can and contact your recovery provider. You should not restart the vehicle.
8. What happens after vehicle recovery?
Your vehicle should be taken to a Ford Authorised Repairer for diagnosis of the issue.
9. I’ve already had a repair done at my expense – how do I recoup the cost of the repair?
Customers who are seeking a goodwill contribution towards the cost of repair should contact the Ford Customer Relationship Centre by e-mail to UKCRC1@ford.com. Customers should include the following: -
10. Is this a safety recall?
This is not classified as a safety issue by the Driver and Vehicle Standards Agency because there are several visible signs (as described above) that the engine is beginning to overheat prior to engine shut down.
11. Why am I not entitled to a courtesy car?
There is no right to a courtesy vehicle in the event that a vehicle repair is required. We will work with our dealer network to ensure that vehicles are repaired without delay, to minimise the inconvenience to the owner. However, generally the owners of the affected vehicles will have to make their own arrangements for alternative transport.
12. How do I make contact?
Customers who are seeking a goodwill contribution towards the cost of repair should contact the Ford Customer Relationship Centre by e-mail to UKCRC1@ford.com. Customers should include the following: -
13. Why has it taken so long for me to receive the FSA letter from Ford?
The majority of affected customers received this letter in a timely manner based on original owner information. Changes of address and ownership can lead to delays in current registered owners receiving the letter.
14. Why are you making a change to the EcoBoost goodwill programme?
Having reviewed the data since the goodwill programme was launched in October 2018, Ford is giving notice that it is amending the terms of the programme so that effective 7 March 2022 it only applies to 1.0L EcoBoost engines on vehicles manufactured between March 2012 and April 2015 inclusive. We have implemented corrective actions in our manufacturing processes to vehicles built since May 2015 that address these issues.
This note is for the attention of any of our Customers who own a vehicle with the 1.6L EcoBoost petrol engine, who require clarification about the Safety Recall 17S09, or have experienced a related issue with the engine which has not been resolved to their satisfaction. We want to ensure that you receive correct information and advice on this issue.
The Q&A below provides detailed information on this issue.
If you own a vehicle with the 1.6L EcoBoost petrol engine, please refer to Question 2 below for details on how to check if your vehicle is affected by the Safety Recall 17S09 via our Ford ETIS System. Please click here for a link to the Ford ETIS system.
If your vehicle is shown as having Safety Recall 17S09, or any other recall, outstanding, please contact your nearest Ford Authorised Repairer as soon as possible for the work to be completed. You can access your nearest Ford Authorised Repairer by clicking here.
1. What is the issue with the 1.6L EcoBoost petrol engine?
Safety is Ford's number one priority. We continually monitor the performance of our vehicles and if we identify a safety defect, we act quickly to address the safety of our customers by issuing a safety recall.
Earlier this year (2018), Ford initiated a voluntary safety recall (17S09) in respect of the 1.6L EcoBoost petrol engine. Operation of the vehicle without sufficient coolant may result in the engine cylinder overheating. The overheating may cause the cylinder head to crack allowing oil to leak on to a hot surface that could result in a potential fire risk in the engine compartment. Just over 15,200 vehicles with the 1.6L EcoBoost engine are affected by the recall in the UK. We are aware of a very small number of vehicle fires that have been confirmed to be related to this issue and there are no reported injuries.
The safety recall covers Focus, Kuga, C-MAX, Fiesta ST & Transit Connect models built between 2010 and 2014. The build ranges vary by model. Vehicles built since January 2015 are not affected. Owners of affected vehicles have been contacted by letter advising them to visit a Ford Authorised Dealer. You can also use the Ford ETIS system to see if your vehicle is affected (see Question 2 below). The dealer will upgrade the engine’s cooling system with a coolant level sensor and update the vehicle’s software providing visual and audible warnings should the coolant level fall below the required level. All work will be completed free of charge.
If your vehicle is the subject of a safety recall you should follow the instructions provided and contact your Ford Authorised Dealer so that the necessary work can be carried out as soon as possible. We apologise for any inconvenience this may cause you and thank you for your co-operation in this important matter.
2. How do I find out if my vehicle is affected by this Safety Recall 17S09?
You can check whether this, or any other recall, is outstanding on your vehicle by visiting the Ford ETIS system online. Go to www.etis.ford.com. From the home page, click on ‘Vehicle’, input your 17-digit Vehicle Identification Number (VIN*) and click ‘Search’. If no outstanding Recall or Field Service Action is shown in ETIS, your vehicle is not affected or has been repaired already. If your vehicle is shown as having Safety Recall 17S09 outstanding (or any other Recall or Field Service Action), please contact your nearest Ford Authorised Repairer as soon as possible for the work to be completed. You can access information on your nearest Ford Authorised Repairer by clicking here.
*The VIN for your vehicle may be found: 1) on your vehicle registration (V5C) document; or 2) on the vehicle, either visible through a panel on the lower left hand side of the front windscreen, or on the VIN plate under the vehicle bonnet and/or inside the driver’s side door.
3. I have experienced an engine fire with my 1.6L EcoBoost vehicle. What should I do?
In the case of any fire incident, we advise customers that the appropriate next step is to notify your insurance company of the loss, just as you would in the event of an accident or vehicle theft. This is consistent with industry practice.
Vehicle fires may occur for a variety of different reasons, such as mechanical defect, poor maintenance, accident, vehicle modifications and criminal damage. Therefore, the insurance company will conduct an initial assessment to determine the cause. If they consider that the fire may be the result of a manufacturing issue for which Ford is responsible, they should contact Ford and Ford will then act, usually in cooperation with the insurer, to investigate the root cause of the fire. Depending on the result of the investigation, the insurance company will then settle the claim with the customer. As a responsible manufacturer, we want the opportunity to investigate any vehicle fire if there is any reasonable suspicion that the cause may be attributable to a manufacturing or material issue. Ford is writing to all major insurers to emphasise our willingness to conduct joint forensic investigations.
4. My vehicle has had an out-of-warranty engine failure. How will Ford help?
Ford offers a 36 month/60,000 mile warranty. If your vehicle is still covered, then Ford will cover the costs of any repairs in the case of an engine failure in accordance with your warranty terms. Simply take your vehicle to the nearest Ford dealer.
Ford has made substantial contributions towards the cost of 1.6L repairs for overheating issues for vehicles which are outside of the warranty period. These contributions have been determined in line with our goodwill support programme which takes into account factors such as vehicle age, mileage and service history. However, we have listened to our customers and will go further. We will now contribute 100% of the cost of repairs carried out at a Ford Authorised Dealer where the engine failure is linked to the circumstances covered by the Safety Recall 17S09 in full and final settlement. For repairs conducted at independent repairers, we will pay 100% of the cost of Ford parts used. We are also willing to re-examine previous cases to ensure that this policy is applied retrospectively.
For any new cases, please recover your vehicle to a Ford Authorised Dealer. The Ford Authorised Dealer will liaise with Ford on your behalf. If a new engine is required and fitted by the Ford Authorised Dealer, it will be covered by a 1 year/ unlimited mileage warranty.
Customers in the UK seeking a goodwill contribution towards the cost of a prior repair should contact the Ford Customer Relationship Centre by e-mailing UKCRC1@ford.com. To enable the Team to assist with the query. Customers should include:
Please note that we are experiencing a very high workload at this time. Therefore, customers may experience a delay before receiving a response. We apologise for this. However, please be assured that our team will reply to all correspondence.
Note: Any other out-of-warranty mechanical failures on the 1.6L engine will be considered for goodwill contributions in the usual way, through our discretionary programme.
5. Why am I not entitled to a courtesy car?
There is no right to a courtesy vehicle in the event that a vehicle repair is required.
We will work with our dealer network to ensure that vehicles are repaired without delay, to minimise the inconvenience to the owner. However, generally the owners of the affected vehicles will have to make their own arrangements for alternative transport.
6. I’ve checked on ETIS and I’ve discovered that my vehicle is the subject to another recall. What should I do?
Some of the 1.6L vehicles will also be affected by Safety Recall (18S07) which relates to Clutch Pressure Plate Cracks.
It is important that this vehicle is booked into a Ford Authorised Dealer. Your Ford Authorised Dealer will carry out a clutch pinpoint test and then carry out the required repair. There will be no charge and your dealer will do his best to minimise your inconvenience. We apologise for any inconvenience this may cause you and thank you for your co-operation in this important matter.
Please telephone any Ford Authorised Dealer who will arrange for this important work to be carried out.
Note: We are in the process of sending out letters to customers in respect of this issue. If your vehicle is affected by Safety Recall 18S07 you will have received or will soon receive a letter notifying you of this recall.
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