Customer Services

Need Help After Your Purchase?

If you encounter any issues with your vehicle after purchase, please reach out to the Aftersales Department at any of our branches. Our dedicated team is here to assist you quickly and professionally.

Refunds, Returns & Exchanges

If you're considering a refund, return, or exchange, please review the following terms:

Mileage-Based Usage Charges

To ensure fairness and transparency, all returned vehicles are subject to usage charges based on mileage:

• Up to 3 months of ownership & over 300 miles: £0.35 per mile (from mile 1)
• Over 3 months of ownership: £0.50 per mile (from mile 1)

These charges apply regardless of payment method or vehicle value.

Courtesy Car Charges

If a courtesy car is provided during the return process, a fee of £40 per day will apply from the date the return request is made until the courtesy car is returned.

Return Transport

Customers are responsible for the cost of returning the vehicle to us, regardless of how long it has been since the purchase.

Additional Inspection Charges

• A full inspection will be carried out upon return.
• Any further charges will be detailed in a breakdown provided after the inspection.
• A copy of our Vehicle Return Appraisal Form, listing all potential charges, is available upon request.

Returns Due to Faults

If you're returning a vehicle due to a fault, the issue must first be verified and confirmed by our team before any refund, return, or exchange can proceed.

Please note that the following do not qualify as valid reasons for rejection:

• Faults that cannot be demonstrated
• Issues not present at or before the point of sale
• Cosmetic imperfections
• Damage from misuse, third-party repairs, or modifications
• Wear-and-tear items requiring regular replacement
• Age- or mileage-related wear consistent with the vehicle’s condition
• Minor issues that do not affect safety or MOT compliance

Bridgend Motor Group Complaints Procedure

At Bridgend Motor Group, we are committed to delivering a high standard of service to all our customers. However, we recognise that occasionally things may not go as expected. When this happens, we want to resolve any concerns quickly, fairly, and transparently.

Our Approach

We aim to:

• Treat all customers with respect and professionalism
• Listen carefully and understand your concerns
• Investigate complaints thoroughly and impartially
• Resolve issues as quickly as possible
• Keep you informed throughout the process
• Learn from feedback to improve our services

How to Raise a Complaint

If you are dissatisfied with any aspect of our service, please raise your concern with the relevant department in the first instance.  If they are unable to resolve it should be escalated to the departmental manager, this can be done via email, by telephone or in person, in most cases, issues can be resolved quickly at this stage.

If the matter is not resolved to your satisfaction, you may escalate your complaint to our Customer Services team by:

Email: customerservices@bridgendgroup.co.uk

Letter: Customer Services, Bridgend Motor Group, Heathfield AYR KA89BN

Please include as much detail as possible, including your name, contact details, vehicle registration (if applicable), and a clear description of your concern.

What Happens Next

We will acknowledge your complaint within 2 working days

We aim to provide a full response within 5 working days

Some complaints may require more detailed investigation. In these cases, resolution may take up to 8 weeks. If this happens, we will keep you regularly updated on progress and expected timescales.

Final Response

Once our Customer Services team has completed their investigation, you will receive a final response outlining our findings and any recommended actions.

If you remain dissatisfied after receiving our final response, you may refer your complaint to an external body, depending on the nature of the issue, such as:

• Your local Trading Standards office or Consumer Scotland
• Advice Direct Scotland
• The Financial Ombudsman Service (where applicable)
• Scottish Motor Trade Association
   

Nothing in the procedure affects your statutory rights.

Can You Find Finance That Fits Me?

At Bridgend Motor Group, we understand that everyone’s financial situation is different. That’s why we’re committed to helping you find not only the right vehicle, but also a finance solution that suits your budget and lifestyle.

What Should I Do If I'm Worried About Payments?

If you're finding it difficult to keep up with your finance payments, it's important to speak with your lender as soon as possible. They may be able to offer support such as reduced or deferred payments, and will give you time to explore your options and seek advice.

What If I Need Financial Guidance?

If you’d like independent advice, the following organisations offer free and confidential support to help you manage your finances:

MoneyHelper – www.moneyhelper.org.uk 
StepChange Debt Charity – www.stepchange.org 
Citizens Advice – www.citizensadvice.org.uk 

We hope you find these resources helpful. And remember, our team is always here to support you — just get in touch if you have any questions.

You can reserve any vehicle online or over the phone by paying a fully refundable £99 deposit, this deposit will hold the vehicle for 48 hours before it is re-advertised for sale. Once you have paid the deposit a member of our Sales team will be in touch to answer any questions, and assist with building your deal and completing the purchase.

Yes, we will happily move a vehicle to any one of our branches for you to view.

Yes, once you have found the vehicle you like, you can contact us online or by phone, and arrange a date & time that suits you.

Yes, but we require a settlement letter dated within 7 days from your finance company to allow us to settle your finance agreement with your finance company with the remaining balance payable to yourself.

We'll be happy to give you a valuation and part exchange your vehicle whilst it has a personalised registration.

This will depend on whether or not your deal includes a finance agreement, in which case you will be advised by the Sales team as to what is required. However, in general you should bring Proof of Address (bank statement or utility bill) & Proof of ID (driving license or passport)

There may be an administrative set up applied to your finance deal which you will be made fully aware of.

Retail customers using a finance broker outside of our official panel of lenders will be subject to an Admin fee paying from £199 to £399 direct to Bridgend Motor Group.

We provide an HPI check with all of our vehicles. They check for important information such as whether the car is stolen, has outstanding finance on it, or has been in a declared accident.

Yes, you can choose your new vehicle, choose add-on packages, arrange payment or apply for finance, then arrange to collect your vehicle from one of our branches.

All of our vehicles come with a warranty of up to 12 months, you also have the option of purchasing an extended warranty package.

Your new vehicle will have been serviced or recently serviced, similarly it will have a new or recent MOT

We use a variety of lending partners some of whom are happy to accept a provisional licence.