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Buy Online - Frequently Asked Questions

 

Find the answers to some of your most frequently asked questions 


  • I want to buy a car and have some queries, what are the contact details?

    Please contact the Ford Online Sales Team for more information, email us or give us a call. email: orders@fonlinesales.co.uk or tel: 0330-088-8747  (your call may be recorded)

    Who should I contact with queries in respect of finance?

    You can find out information on Finance here

    How can I change or cancel my car order?

    You will need to contact us as soon as you change your mind so that we can help you. Email us at orders@fonlinesales.co.uk or call us on during our office hours  (Monday-Friday, 8.30am-8pm, Saturday 8.30am-7pm, Sunday 9.30am-5.00pm, excluding Public Holidays) on our local rate number 0330-088-8747  (your call may be recorded)

    How can I cancel my test drive booking?

    The easiest way to do this is via My Account – you can see the details of your booking and just click on the cancel button.

    How can I change my test drive booking?

    The easiest way to change a booking is via My Account – you can see the details of your booking and just click on the edit button.

    I have a problem with my car, what should I do?

    Please contact the Ford Online Sales Team at: orders@fonlinesales.co.uk or call on  0330-088-8747  (your call may be recorded)

    If your car has broken down and you are away from home, remember that you are still able to get roadside assistance within the first year from registration so just call Ford One Call on 020 356 44444

    Or alternatively, you can take your car to or contact your local franchise dealer.

    Who should I contact with a complaint?

    If your complaint relates to an existing order, please email us at orders@fonlinesales.co.uk or call us during our office hours (Monday-Friday, 8.30am-8pm, Saturday 8.30am-7pm, Sunday 9.30am-5.00pm, excluding Public Holidays) on our local rate number 0330-088-8747

    If your complaint relates to a vehicle you have already taken delivery of, please see the Ford Credit Complaints Procedure:* https://www.ford.co.uk/finance/support/our-complaints-procedure*

    Your call may be recorded.

    Who should I contact about my warranty?

    Please contact Ford One Call on 020 3564 4444 or go to the support area of Ford.co.uk and click on "Ask Ford".

     

     

  • Can I book a test drive online?

    Yes. Picking the right car for you depends on a number of factors including how much you enjoy driving it. With the Ford online Online Test drive booking facility, we give you the convenience of easily booking a test drive online in advance.

    Can I have an unaccompanied test drive?

    Unaccompanied test drives are not available to book through Ford online sales website. If you would like an unaccompanied test drive, please contact your local Ford dealer.

    Where can I test drive your cars?

    Your chosen test drive dealer will have pre-defined test drive routes to allow you to fully evaluate the vehicle to suit your requirements.

    How long can I test drive a car for?

    We want you to get to know the car, so you will have up to an hour to enjoy and get to know the car at your leisure. We find that most people get the full experience of our cars within the pre-planned test routes that last 30 minutes.

    Can I test drive more than one model?

    Yes. If you would like to test drive more than one car, then you will need to make a separate booking for each vehicle – our site makes it really easy to do this. If there is availability you can make all your bookings for the same day

    What do I need to take a car out of a test drive?

    For insurance purposes, your selected Ford dealer will need to take a copy of your driving licence so please have this with you on the day. If you have the old style of driving licence, they will need to see some other form of photographic identification such as a passport.

    In order to take a test drive, you will also need to generate a driving license share code via: https://www.gov.uk/view-driving-licence

    (Note: You will require your National Insurance number and Driving Licence number to generate the code)

    If you hold a Northern Irish Driving Licence you will need to bring both parts of your driving licence.

    Terms and Conditions:

    • One hour accompanied test drive only
    • You must have a full UK or EU driving licence. You must not have been disqualified from driving in the last 12 months 
    • Mondeo, Edge, S-MAX, Galaxy & ST - You must be over 20 years of age, have held a full licence for over 12 months & not have been disqualified within 2 years 
    • RS - You must be over 21 years of age, have held a full licence for over 12 months & not have been disqualified within 2 years
    • Mustang - You must be over 25 years of age, have held a full licence for over 12 months & not have been disqualified within 2 years
    • Driving Licence - Your Ford dealer will take a copy of your licence for insurance purposes but this will be destroyed on completion of the test drive
  • Where can I find information on your latest online promotions?

    All the latest promotions will be displayed within the car selection area of the online sales website once you have entered your budget information.

    Where can I find the technical specifications for vehicles?

    If you want to look at a specific model, click on a car within the car selection area and from there you can easily check the specifications by clicking “FEATURES”. In addition you can download a brochure here.

    How do I pay for my car?

    Ford will seek a deposit for every new car ordered. In terms of the balance to pay for the car, The Ford Online sales website offers Ford Options only. Ford Options is a hire purchase agreement with an Optional Final Payment due at the end.  Your deposit (maximum 35%) and the Optional Final payment are deducted from the price of the car.  The balance plus interest and fees is then split into equal monthly instalments depending on the length of your agreement.

    Can I order more than one car at a time?

    The Ford online sales platform is set up for customers to order one car at a time. If you however, wish to order more than one car at a time please contact us at orders@fonlinesales.co.uk with your details and requirements and we will do our best to help you.

  • How long will delivery take?

    When you order a vehicle from us we give you our estimated delivery date. This estimated delivery date depends on a number of factors such as production schedules and your timely provision of all satisfactory documents required to process your order. Sometimes, the estimated delivery date may be delayed due to circumstances out of our control. Whether the delivery is delayed or not, we will keep you informed.

    Will you show me how the car works when you deliver it to me? 

    Yes, you will get a demonstration of the car and how it operates. If you have any particular questions though, please ask – your chosen hand over dealer will ensure that all of your questions are answered before you drive away.

    How will you deliver the car to me?

    You have two options – come and collect the car from your chosen hand over dealer or have it delivered to your house. In both instances, the process is the same – you will have a car demonstration, you will need to provide your original documents. If you are swapping your old car we will also inspect that and collect all relevant documents relating to it. To protect against identity fraud we are unable to deliver it to anywhere other than your registered home address.

    What documents will you need from me?

    Generally, you will need to have your driving licence (the photo ID) or if you only have an old style paper driving licence you will also need your passport or some other form of photo identification. We may require additional information as requested by Ford Credit, but we will inform you should this be the case. We will require copies of any information we request including your driving licence in advance before we organise and agree the delivery date for your car. We will then need to see the original copies of either a passport of driving license when we hand over the vehicle. 

    In addition should you have a vehicle to Part Exchange, we will require the following;

    • Vehicle documents
    • V5C registration document*
    • MOT certificate (if applicable)
    • Service book and handbook (as well as any extras such as spare keys, locking wheel nuts, radio & key codes, sat-nav discs)

    Unfortunately, if you don't have the V5C document, then we will be unable to purchase the vehicle. You can apply for a new one by filling in a V62 form from the DVLA however you will need to request a new valuation once the paperwork has been returned to you.

    Personal documents

    • Personal identification - a photo driving license or passport
    • Either a utility bill, bank / credit card statement or a council tax statement**

    **The address needs to be your current address and match the address on the V5C registration document. 

    What if I’m not the registered keeper of my part exchange?

    If you are not the registered keeper, it is still possible to sell the car to us. You will need to provide written authorisation from the registered keeper that you have permission to sell their vehicle.  You will also need to provide the registered keepers photo ID (either a passport or photo driving licence). 

    How does the part exchange process work?

    The Ford Online Sales platform will provide an opportunity for you to gain a valuation for a part exchange vehicle based on the information you provide to us on the Ford Online Sales website. You will also be requested to enter any outstanding finance you have on the vehicle. The information you provide will then be used to generate an equity value for your part exchange which can be used as a deposit against your new vehicle purchase. The valuation provided will be dependent on the accuracy of the information you provide and will be adjusted to reflect the forecast delivery lead time of the new vehicle you choose to purchase. You will have the opportunity to change or remove a part exchange from your deal on the website or through your customer account up until the point you complete the online purchase.

    What happens if I part exchange my old car?

    If you have chosen to part exchange your old car, then we will require the following information:

    • Vehicle documents
    • V5C registration document
    • MOT certificate (if applicable)
    • Service book and handbook (as well as any extras such as spare keys, locking wheel nuts, radio & key codes, sat-nav discs)

    Unfortunately, if you don't have the V5C document, then we will be unable to purchase the vehicle. You can apply for a new one by filling in a V62 form from the DVLA however you will need to request a new valuation once the paperwork has been returned to you.

    Personal documents

    • Personal identification - a photo driving license or passport
    • Either a utility bill, bank / credit card statement or a council tax statement**

    **The address needs to be your current address and match the address on the V5C registration document. 

    What happens if I have outstanding finance on the vehicle I wish to part exchange?

    If there is any outstanding finance associated to the car, then this will need to be paid for you to have sole ownership. Our part exchange partner Manheim can repay the outstanding finance on your behalf once we receive authorisation from you to do so. The Ford Online Sales Team will guide you through how this works when you complete the purchase of the vehicle online, alternatively you can contact them to discuss by e-mail at: orders@fonlinesales.co.uk or by telephone on: 0330-088-8747  (your call may be recorded)

    What happens if my old car is not as I describe it?

    We value your car based on what you have told us and the estimated delivery date of your car. If either of these assumptions changes, then we reserve the right to alter the valuation of your car. We will inform you as soon as we know of any change or when we see your car at handover. We will use the same criteria to value your car as you have, but if there is any difference we will require this to be paid at the time of the handover.

    What if I am not happy with the car when it is delivered?

    Firstly, please let the hand over dealer know straight away. The hand over dealer will do their best to rectify any issues and will aim to find a solution to the problem.

    Alternatively, you can contact us directly by emailing orders@fonlinesales.co.uk stating your order number and issue or by calling us during our office hours (Monday-Friday, 8.30am-8pm, Saturday 8.30am-7pm, Sunday 9.30am-5.00pm, excluding Public Holidays) on our local rate number: 0330-088-8747  (your call may be recorded)

  • What if I cannot afford my repayments?

    If you are having problems with your payments, please call Ford Credit as we may be able to help.  

    Call us:

    Ford Credit Account Services : 0345 712 5759

    Opening Hours : Monday to Friday 9:00am to 5:15pm

    Please have your account details ready.  Calls to 0345 numbers are charged at the same rate as a standard 01 or 02 geographic number, even when calling from a mobile. Calls may be monitored or recorded.

    Call Back Request:

    If you are an existing Ford Credit customer, why not take advantage of our Call Back Request service.  All you need to do is choose a time of your convenience, tell us what you wish to talk about, and a member of our dedicated Account Services team will give you a call.

    You can also find further information and advice on how to deal with payment problems at the following independent sources:

    The Financial Conduct Authority : http://www.fca.org.uk/your-fca/documents/information-sheets/information-sheet-arrears

    The Government’s Money Advice Service : https://www.moneyadviceservice.org.uk/en/categories/managing-debt

    What if I want to sell before the full balance has been paid?

    You can settle your account at any time once your account has been set up. 

    You can request a settlement quotation on your finance account by visiting www.ford.co.uk/finance/support/faqs and then selecting "Settling My Account" and following the instructions.

    Alternatively please call us on 03457 125490. Please have your account details ready  Calls to 0345 numbers are charged at the same rate as a standard 01 or 02 geographic number, even when calling from a mobile. Calls may be monitored or recorded.

    You can also request a settlement figure via the FordPass App. 

    Simply:

    1. Download the new FordPass app via the App Store or Google Play
    2. Once set up, select ‘Ford Credit’ on your dashboard
    3. Follow the step by step instructions provided to get registered

     

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