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COVID-19 Customer Information & Support

At Caffyns, protecting our customers and colleagues is always our priority. We understand that, during the current situation with COVID-19 (coronavirus), you may have questions or concerns regarding your vehicle or service. Below you should find the answers to some queries you may have. We will be sure to keep this page up-to-date with the very latest information as we respond to this situation.

Our Response To COVID-19 Frequently Asked Questions View Our Compliance Document

Updated (12/04/2021)

Latest Announcement - Our showrooms are now fully open!

We are pleased to announce that our showrooms are now fully open and we ask that customers contact us to schedule an appointment to avoid queues and social distancing related issues. We continue with our normal opening hours and our remote sales teams are still available to offer virtual calls if required. Our aftersales departments remain open to taking future bookings.

Caffyns Group is committed to following Government guidance to ensure a safe environment for both our teams and our customers. We will continue with robust social distancing measures at all of our sites.

If you prefer you can also reserve a used car from the comfort of your own home for just £99. Our teams will also be available via all the usual channels so that you can enquire before visiting. If you have any questions regarding our reopening please don’t hesitate to contact us. We look forward to welcoming you back soon

Customers are required to wear face coverings/masks when visiting our dealerships. This includes customers wishing to book a service and waiting during a service. Customers must bring their own masks and they must be worn whilst inside the service departments.

ŠKODA & SEAT Tunbridge Wells
Motorstore
Brighton Volkswagen
ŠKODA Ashford
Vauxhall Ashford
Brighton Audi
Worthing Audi
Caffyns Volvo

Safety Measures

We have followed the government advice to ensure our showrooms are prepared and safe. You will notice signage around the premises, we are following the social distancing guidelines and have placed arrows and markers around the showroom to help everyone keep a distance of 2 meters apart. Protective screens have been installed, and we have created a contactless payment and paperwork process. New hygiene measures have been implemented, we have added hand sanitiser stations throughout our dealerships.

Frequently asked questions (updated 09/04/21)

Top Questions

We have followed the government advice to ensure our showrooms are prepared and safe. You will notice new signage around the premises, we are following the social distancing guidelines and have placed arrows and markers around the showroom to help everyone keep a distance of 2 meters apart. Protective screens have been installed, and we have created a new contactless payment and paperwork process. New hygiene measures have been implemented, we have added hand sanitiser stations throughout our dealerships. To view the measures put in place for each branch that you may visit, please view the videos we have put together for you.

Eastbourne Audi

Worthing Audi

Brighton Audi

Eastbourne Volkswagen

Worthing Volkswagen

ŠKODA Ashford

SKODA & SEAT Tunbridge Wells

Vauxhall Ashford

Yes, our dealerships are still taking orders and our sales teams would love to hear from you. Plus, from the 12th April you will be able to visit your local showroom. Please browse our website for the latest new and used car offers or visit us when we re-open. You can still reserve a used car online for £99 through our website.

Yes, our dealerships are following government guidelines to protect our customers and colleagues. Therefore, customers must bring their own face coverings/masks, which must be worn whilst inside. This includes customers visiting for a service.

Our aftersales departments are open throughout the group and we are prioritising the needs of key workers. Please get in touch with the team.

Our showrooms will fully re-open from the 12th April and we ask that customers contact us to schedule an appointment. This will help us avoid queues and adhere to social distancing rules. We will continue with our normal opening hours and our remote sales teams are still available to offer virtual calls if required.

Yes, you can book your vehicle in for an MOT using our online service booking. Our online booking system is the best way to do this and a member of the aftersales team will be in contact to confirm your booking.

Book Your Service/MOT

 

Aftersales

Yes, our online booking system is the best way to do this and a member of the aftersales team will be in contact to confirm your booking.

Book Your Service/MOT

A member of the team will be in touch to discuss this with you, however, please refer to the vehicle manufacturer website or supplier of your warranty for specific queries. We are currently experiencing a high volume of enquiries and are striving to contact everyone as soon as possible.

Yes, you will still be fully insured. Please continue to adhere to the requirements of the courtesy car / loan car provisions and a member of the team will be in contact shortly to discuss this in more detail.

We’re currently still sending parts and accessories from our online shops within Volvo, SKODA and SEAT.

Volvo Online Shop        SKODA & SEAT Online Shop

Sales

There will of course be extra measures in place to ensure this can occur safely and using the current social distancing rules. A member of the team will be in touch when your vehicle is ready to discuss options in more detail.

We understand that many people may have concerns about their finance and repayments during this uncertain time. We strongly advise that you contact your lender directly with any queries you may have, who will be happy to help and put your mind at ease. We recommend you call them as soon as possible due to the high volume of calls they will receive, so they can start assisting you quickly.

Most lenders have updated the FAQs on their own websites, which may answer your question without the need to call. Please see below for links to our main funding partners:

VW Financial Services
Volvo (Santander Consumer Finance)

Finance - 0800 085 1759 - customerservices@santanderconsumer.co.uk
Leasing - 0800 085 1322 - customerservices@volvocarcontracthire.co.uk

Vauxhall Finance

If your contract is nearing the end of its term, please contact your lender to discuss the options available to you. Alternatively, you can call our team. You can find our current contact details here.

General

You can find all of our contact details here. Our teams are expecting a high volume of queries during this time so please bear with us as we endeavour to respond to everyone, including new sales and service enquiries. In the meantime, please keep checking our website and social media channels (Instagram, Facebook and Twitter) for all the latest updates to the situation.

Most of our brands have updated the FAQs on their own websites, which may answer your additional or brand related questions without the need to call. Please see below for links to our main brand websites:

Volkswagen
Audi
SKODA
SEAT
Vauxhall
Volvo

Covid 19 2020