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.

1. Definitions

• Vehicle – any motor vehicle supplied by Bridgend Motor Group.
• Customer – the individual purchasing or financing the vehicle.
• Finance Provider – any broker or finance company providing credit or hire purchase to the customer.
• Business Day – any day other than Saturday, Sunday, or a public holiday in Scotland.
• Reasonable Wear and Tear – minor surface scratches, light interior marks consistent with normal usage, and mileage within manufacturer tolerances.

2. Purpose

This document sets out the procedures and expectations applicable where a customer seeks to exercise their right to reject a vehicle supplied by Bridgend Motor Group under the Consumer Rights Act 2015.

The purpose of this policy is to establish a consistent, fair, and transparent process for handling vehicle rejection requests involving finance providers.

3. Scope

This policy applies to all finance companies and brokers providing finance to customers purchasing vehicles supplied by Bridgend Motor Group.

While Bridgend Motor Group recognises that individual finance providers may operate their own internal procedures, the dealership will apply the standards outlined in this document to ensure consistency and fairness across all customers.

This approach ensures that customers are treated equally regardless of whether they purchased a vehicle using finance or through a cash transaction. Bridgend Motor Group considers this policy to represent a fair and transparent approach to vehicle rejection scenarios.

4. Communication and Correspondence

All correspondence relating to potential or confirmed vehicle rejection requests must be directed to:

customerservices@bridgendgroup.co.uk

Bridgend Motor Group will endeavour to respond to correspondence within two (2) working days where reasonably practicable. Finance providers are requested to extend the same professional courtesy wherever possible.

All communications sent to or received from this email address are considered formal notifications under this policy.

5. Notification of Rejection

Where a customer indicates an intention to exercise their right to reject a vehicle under the Consumer Rights Act 2015, the finance provider must notify Bridgend Motor Group promptly via the email address listed above, an odometer image should be included showing the current mileage

Bridgend Motor Group will, where necessary, make appropriate arrangements for the vehicle's return or recovery.

Customers are expected to cooperate reasonably with these arrangements. Where a customer confirms that the vehicle remains roadworthy and continues to drive it after notifying us of their intention to reject it, this may be taken into account when determining the most appropriate method of returning the vehicle. In such circumstances, it may be reasonable to request that the customer returns the vehicle to our premises by prior agreement, rather than recovery or collection being arranged.

Once a customer has indicated their intention to reject a vehicle, the vehicles should not be driven or used unless expressly agreed in writing by Bridgend Motor Group.

Continued use of the vehicle after notification of rejection may constitute acceptance of the vehicle and may be considered evidence of negligence or misuse.

6. Return of the Vehicle

Following notification that a vehicle is being rejected, the customer should return the vehicle to Bridgend Motor Group, or make it available for collection where this has been agreed, within five (5) working days unless otherwise agreed in writing.

Any responsibility for the costs of returning or collecting the vehicle will be determined in accordance with the Consumer Rights Act 2015. Bridgend Motor Group does not seek to exclude or restrict any statutory rights available to consumers.

7. Vehicle Condition on Return

The vehicle must be returned in a roadworthy, legal condition.

All items supplied with the vehicle must be returned, including but not limited to:
• All keys supplied with the vehicle
• Locking wheel nut key (if applicable)
• Vehicle manuals and documentation
• Charging cables (for electric or hybrid vehicles where applicable)
• Any accessories supplied at point of sale

The vehicle must be returned in substantially the same condition as it was supplied.

Where the vehicle has been modified, altered, or adapted in any way following delivery (including but not limited to cosmetic, mechanical, or software changes), the customer is responsible for ensuring the vehicle is returned to its original condition.

Where this has not been done, Bridgend Motor Group reserves the right to apply reasonable charges to cover the cost of reinstating the vehicle to its original condition.

Any unauthorised modifications may also be taken into account when assessing whether a valid rejection claim exists.

Bridgend Motor Group will document the condition of all returned vehicles using inspection reports and photographs, which may be used to determine any applicable deductions.

Where items are missing or the vehicle has sustained damage beyond reasonable use, Bridgend Motor Group reserves the right to apply appropriate deductions from any refund due.

8. Sabotage, Misuse, or Negligence

Bridgend Motor Group reserves the right to refuse a vehicle rejection request where there is evidence that the vehicle has been subjected to:

• Deliberate damage or sabotage
• Misuse or gross negligence by the customer, including but not limited to continuing to drive with a known issue and aggravating the fault, or failure to carry out basic maintenance checks and adjustments
• Misuse or gross negligence by any third party acting on the customer’s behalf

In accordance with Sections 20(8) and 21 of the Consumer Rights Act 2015:
• The rejection request may not be accepted where such evidence is established
• Bridgend Motor Group may seek to recover any reasonable costs incurred, including repair, storage, or legal expenses, from the customer
• Assessment of any alleged sabotage, misuse, or negligence will be carried out objectively using evidence such as photographic records, independent inspections, or expert reports

Customers remain responsible for all financial obligations under their finance agreement, and any deductions made will reflect damage or misuse beyond normal wear and tear.

Customers are reminded that continued use or improper handling of the vehicle after delivery may constitute evidence of negligence or misuse.

9. Vehicle Usage and Mileage Charges

Where a customer exercises the final right to reject the vehicle under the Consumer Rights Act 2015, Bridgend Motor Group may make a fair and reasonable deduction from any refund to reflect the benefit the customer has received from using the vehicle. This will usually be calculated by reference to the mileage travelled.

The following usage framework will usually apply:

• No usage charge will apply where the vehicle is rejected within thirty (30) days of delivery.
• Where the vehicle is rejected between thirty-one (31) days and three (3) months from delivery, usage will be charged at £0.35 per mile.
• Where the vehicle is rejected after three (3) months, usage will be charged at £0.50 per mile.

However, where mileage alone would not fairly reflect the customer’s use of the vehicle, Bridgend Motor Group reserves the right to consider other objective factors, including:

• The period of ownership.
• The availability of the vehicle for the customer’s use.
• The nature and intended use of the vehicle.
• Any period during which the vehicle was unavailable due to repair.

Any deductions will always be reasonable, proportionate, evidence based and made in accordance with the Consumer Rights Act 2015

Continued or improper use may also be considered under Section 8 (Sabotage, Misuse, or Negligence).

Where a customer elects to exchange or swap their vehicle instead of proceeding with a full rejection, Bridgend Motor Group may, at its discretion and as a gesture of goodwill, apply reductions or waivers to usage charges.

10. Courtesy Vehicle Policy

Where a customer indicates their intention to reject a vehicle, any courtesy vehicle supplied by Bridgend Motor Group must be returned within one (1) working day, unless otherwise agreed in writing.

Failure to return a courtesy vehicle will be treated as unauthorised use and will incur a charge of £40 per day. Such charges will be deducted from any refund due.

Swap Scenarios

• Where a customer agrees to proceed with a vehicle exchange or replacement and a courtesy vehicle is provided during this process:
• No courtesy vehicle charges will apply where the swap is completed.
• If the customer subsequently withdraws from the swap process and elects to reject the vehicle, courtesy vehicle charges of £40 per day will apply from the date the swap was agreed until the courtesy vehicle is returned.

11. Vehicle Exchange or Replacement Process

Where a customer elects to exchange their vehicle rather than proceed with a full rejection:
• All terms of usage, vehicle condition, and courtesy vehicle rules apply until the replacement vehicle is delivered and accepted
• Any deductions for mileage, damage, or missing items from the original vehicle will be applied as per Sections 7–10
• Finance providers will be notified of the exchange and any financial adjustments required
• Section 8 considerations (Sabotage, Misuse, or Negligence) remain applicable throughout the exchange process

12. Vehicles Where Rejection is Not Accepted

Where Bridgend Motor Group determines that valid grounds for rejection do not exist, the vehicle must be collected from Bridgend Motor Group premises.

The vehicle must be collected within five (5) working days of the decision being communicated. Vehicles may not remain on Bridgend Motor Group premises without express authorisation.

Storage and Recovery Charges
• If the vehicle is not collected within the initial five day period, Bridgend Motor Group reserves the right to apply storage charges
• If the vehicle remains uncollected for a further five (5) working days, Bridgend Motor Group reserves the right to transport the vehicle to a third party secure storage facility
• All associated transportation and storage charges must be paid prior to the vehicle being released

13. Disputes Regarding Rejection

Where Bridgend Motor Group and the finance provider cannot reach agreement regarding whether valid grounds for rejection exist, Bridgend Motor Group may instruct an independent third-party inspection.

• This inspection will normally be arranged within ten (10) working days
• Any third-party reports or evidence the finance provider intends to rely upon should be submitted within the same timeframe
• We would expect that accepted rejections be finalised within ten (10) business days of us accepting the rejection.  Failure to resolve the matter within this timeframe may result in (a) storage charges (b) additional deductions for further depreciation (c) acceptance of rejection being revoked

14. Refunds

Refunds, less any applicable deductions for usage, damage, missing items, or courtesy vehicle charges, will be processed within ten (10) business days of the vehicle being returned and inspected.

15. Policy Application

These guidelines are intended to ensure that rejection requests are managed in a fair, structured, and transparent manner.

Bridgend Motor Group reserves the right to apply these procedures consistently across all rejection cases in order to maintain equal treatment for all customers.

16. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of Scotland.

Any disputes arising from or in connection with the matters outlined within this policy shall be subject to the exclusive jurisdiction of the Scottish courts.

1. Definitions

• Vehicle – any motor vehicle supplied by Bridgend Motor Group.
• Customer – the individual purchasing the vehicle.
• Business Day – any day other than Saturday, Sunday, or a public holiday in Scotland.
• Reasonable Wear and Tear – minor surface scratches, light interior marks consistent with normal usage, and mileage within manufacturer tolerances.

2. Purpose

This document sets out the procedures and expectations applicable where a customer seeks to exercise their right to reject a vehicle supplied by Bridgend Motor Group under the Consumer Rights Act 2015.

The purpose of this policy is to establish a consistent, fair, and transparent process for handling vehicle rejection requests.

3. Scope

This policy applies to all customers purchasing vehicles directly from Bridgend Motor Group without the use of third-party finance.

Bridgend Motor Group applies the standards outlined in this document to ensure consistency and fairness across all customers, regardless of payment method.

4. Communication and Correspondence

All correspondence relating to potential or confirmed vehicle rejection requests must be directed to:

customerservices@bridgendgroup.co.uk

Bridgend Motor Group will endeavour to respond within two (2) working days where reasonably practicable.

All communications sent to or received from this email address are considered formal notifications under this policy.

5. Notification of Rejection

Where a customer indicates an intention to exercise their right to reject a vehicle under the Consumer Rights Act 2015, notification must be made promptly via the email address listed above, an odometer image should be included showing the current mileage.

Bridgend Motor Group will, where necessary, make appropriate arrangements for the vehicle's return or recovery.

Customers are expected to cooperate reasonably with these arrangements. Where a customer confirms that the vehicle remains roadworthy and continues to drive it after notifying us of their intention to reject it, this may be taken into account when determining the most appropriate method of returning the vehicle. In such circumstances, it may be reasonable to request that the customer returns the vehicle to our premises by prior agreement, rather than recovery or collection being arranged.

Once a customer has indicated their intention to reject a vehicle, the vehicle must not be driven or used unless expressly agreed in writing by Bridgend Motor Group.

Continued use of the vehicle after notification of rejection may constitute acceptance of the vehicle and may be considered evidence of negligence or misuse.

6. Return of the Vehicle

In accordance with Section 20(8) of the Consumer Rights Act 2015 Bridgend Motor Group does not carry full responsibility for the costs associated in returning a vehicle for a refund, unless there is a pre existing agreement in place

The vehicle must be returned within five (5) working days of the rejection request being made, unless there is a pre existing agreement in place.

7. Vehicle Condition on Return

The vehicle must be returned in a roadworthy, legal condition.

All items supplied with the vehicle must be returned, including but not limited to:
• All keys supplied with the vehicle
• Locking wheel nut key (if applicable)
• Vehicle manuals and documentation
• Charging cables (for electric or hybrid vehicles where applicable)
• Any accessories supplied at point of sale

The vehicle must be returned in substantially the same condition as it was supplied.

Where the vehicle has been modified, altered, or adapted in any way following delivery (including but not limited to cosmetic, mechanical, or software changes), the customer is responsible for ensuring the vehicle is returned to its original condition.

Where this has not been done, Bridgend Motor Group reserves the right to apply reasonable charges to cover the cost of reinstating the vehicle to its original condition.

Any unauthorised modifications may also be taken into account when assessing whether a valid rejection claim exists.

Bridgend Motor Group will document the condition of all returned vehicles using inspection reports and photographs, which may be used to determine any applicable deductions.

Where items are missing or the vehicle has sustained damage beyond reasonable use, Bridgend Motor Group reserves the right to apply appropriate deductions from any refund due.

8. Sabotage, Misuse, or Negligence

Bridgend Motor Group reserves the right to refuse a vehicle rejection request where there is evidence that the vehicle has been subjected to:
• Deliberate damage or sabotage
• Misuse or gross negligence by the customer, including but not limited to continuing to drive with a known issue and aggravating the fault, or failure to carry out basic maintenance checks and adjustments
• Misuse or gross negligence by any third party acting on the customer’s behalf

In accordance with Sections 20(8) and 21 of the Consumer Rights Act 2015:
• The rejection request may not be accepted where such evidence is established
• Bridgend Motor Group may seek to recover any reasonable costs incurred, including repair, storage, or legal expenses

Assessment of any alleged sabotage, misuse, or negligence will be carried out objectively using evidence such as photographic records, independent inspections, or expert reports.

Customers are reminded that continued use or improper handling of the vehicle after delivery may constitute evidence of negligence or misuse.

9. Vehicle Usage and Mileage Charges

Where a customer exercises the final right to reject the vehicle under the Consumer Rights Act 2015, Bridgend Motor Group may make a fair and reasonable deduction from any refund to reflect the benefit the customer has received from using the vehicle. This will usually be calculated by reference to the mileage travelled.

The following usage framework will usually apply:

• No usage charge will apply where the vehicle is rejected within thirty (30) days of delivery.
• Where the vehicle is rejected between thirty-one (31) days and three (3) months from delivery, usage will be charged at £0.35 per mile.
• Where the vehicle is rejected after three (3) months, usage will be charged at £0.50 per mile.

However, where mileage alone would not fairly reflect the customer’s use of the vehicle, Bridgend Motor Group reserves the right to consider other objective factors, including:

• The period of ownership.
• The availability of the vehicle for the customer’s use.
• The nature and intended use of the vehicle.
• Any period during which the vehicle was unavailable due to repair.

Any deductions will always be reasonable, proportionate, evidence based and made in accordance with the Consumer Rights Act 2015

Continued or improper use may also be considered under Section 8 (Sabotage, Misuse, or Negligence).

Where a customer elects to exchange or swap their vehicle instead of proceeding with a full rejection, Bridgend Motor Group may, at its discretion and as a gesture of goodwill, apply reductions or waivers to usage charges.

10. Courtesy Vehicle Policy

Where a customer indicates their intention to reject a vehicle, any courtesy vehicle supplied by Bridgend Motor Group must be returned within one (1) working day, unless otherwise agreed in writing.

Failure to return a courtesy vehicle will be treated as unauthorised use and will incur a charge of £40 per day. Such charges will be deducted from any refund due.

Swap Scenarios

• Where a customer agrees to proceed with a vehicle exchange or replacement and a courtesy vehicle is provided during this process:
• No courtesy vehicle charges will apply where the swap is completed.
• If the customer subsequently withdraws from the swap process and elects to reject the vehicle, courtesy vehicle charges of £40 per day will apply from the date the swap was agreed until the courtesy vehicle is returned.

11. Vehicle Exchange or Replacement Process

Where a customer elects to exchange their vehicle rather than proceed with a full rejection:
• All terms of usage, vehicle condition, and courtesy vehicle rules apply until the replacement vehicle is delivered and accepted
• Any deductions for mileage, damage, or missing items from the original vehicle will be applied as per Sections 7–10

Section 8 considerations (Sabotage, Misuse, or Negligence) remain applicable throughout the exchange process.

12. Vehicles Where Rejection is Not Accepted

Where Bridgend Motor Group determines that valid grounds for rejection do not exist, the vehicle must be collected from Bridgend Motor Group premises.

The vehicle must be collected within five (5) working days of the decision being communicated. Vehicles may not remain on Bridgend Motor Group premises without express authorisation.

Storage and Recovery Charges
• If the vehicle is not collected within the initial five day period, Bridgend Motor Group reserves the right to apply storage charges
• If the vehicle remains uncollected for a further five (5) working days, Bridgend Motor Group reserves the right to transport the vehicle to a third party secure storage facility
• All associated transportation and storage charges must be paid prior to the vehicle being released

13. Disputes Regarding Rejection

Where Bridgend Motor Group and the customer cannot reach agreement regarding whether valid grounds for rejection exist, Bridgend Motor Group may instruct an independent third-party inspection.

• This inspection will normally be arranged within ten (10) working days
• Any third-party reports or evidence the customer intends to rely upon should be submitted within the same timeframe
• We would expect that accepted rejections be finalised within ten (10) working days. Failure to resolve the matter within this timeframe may result in (a) storage charges (b) additional deductions for further depreciation (c) acceptance of rejection being revoked

14. Refunds

Refunds, less any applicable deductions for usage, damage, missing items, or courtesy vehicle charges, will be processed within ten (10) working days of the vehicle being returned and inspected.

15. Policy Application

These guidelines are intended to ensure that rejection requests are managed in a fair, structured, and transparent manner.

Bridgend Motor Group reserves the right to apply these procedures consistently across all rejection cases in order to maintain equal treatment for all customers.

16. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of Scotland.

Any disputes arising from or in connection with the matters outlined within this policy shall be subject to the exclusive jurisdiction of the Scottish courts.

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.