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COVID-19 Service Update

We are currently accepting orders for Home Delivery or contactless collection.

A message from our CEO to our customers

Since we closed our branches on 23rd March we have been working hard to redesign many of our processes and ways of working to ensure they are safe for the environment of social distancing we currently find ourselves in.

As a business that has openness and friendliness at the heart of its values, creating a buying experience that puts distance between our teams and our customers feels slightly unnatural, but it is absolutely necessary and the right thing to do. And the tools we have developed to move the whole buying process online have without doubt improved the overall experience, especially for those of you who were already happy to buy online.

Today, you can not only reserve our cars, and obtain finance and part-exchange quotes all online, but through our new online collections portal you can also validate, upload and sign all the relevant documentation needed to complete your purchase.

Coupled with our redesigned contactless home delivery and site collections service, you can buy your next car from us with absolute confidence. And of course, our price match and moneyback guarantees are still in place should you decide the car you have purchased is not quite right for you.

As always, I thank you for your patience and understanding during this time, and I look forward to welcoming you back to one of our branches when it is once again safe to do so.

Mark Carpenter

CEO, Motorpoint

Contactless collection

Our vehicle handover process has been adapted to adhere to social distancing guidelines and eliminate contact between customers and staff. Please follow the steps below when collecting your car:

  1. Arrive on time for your allocated collections slot. You can select a date and time to suit you, and full details of what to expect and do when arriving on site will be sent to you before your appointment
  2. Follow the signage directing you to the collections area
  3. One of our team members will be there to greet you and direct you to your allocated parking spot
  4. You can then view your car and even take it for a solo test-drive if you'd like to
  5. Once you are ready to drive the car away we will ask you to complete the handover process on a tablet which we will leave with you, along with hand sanitiser and sanitising wipes.

Collection slots will be available from 11:30 to 17:30, Monday to Friday, in all branches except our Glasgow branch, which remains closed in line with guidance from the Scottish Government.

We are operating a strict appointment-based system for collections, so please only arrive on site at your allotted time.

Whilst onsite, please respect the social distancing guidelines and maintain a distance of 2 metres from our staff at all times. They of course will do the same for you.

The showroom and car pitches will not be open meaning it is not possible to view cars other than the one we have specifically prepared for your collection.

If you are displaying COVID-19 symptoms, please do not visit the site and instead contact us to rearrange your collections slot.

Home Delivery

We have made a number of changes to our existing Home Delivery service to ensure we are fully compliant with the latest Public Health England guidance relating to the delivery of cars. These include:

  1. The car being thoroughly cleaned and disinfected before delivery
  2. Our drivers wearing protective equipment at all times during the delivery process
  3. The car once again being disinfected by the driver prior to being handed over

These measures are on top of our already enhanced car preparation procedures.

For more information on this service please visit our Home Delivery page.

If you need to speak to our Home Delivery team please contact them on homedelivery@motorpoint.co.uk or 01332 921 009.

Online order management portal

Our newly developed online order management portal allows customers to complete all documentation requirements online, eliminating any need for face to face contact.

Once an order has been placed and a collection or delivery slot has been arranged, the customer will be asked to complete the following steps in order to facilitate a seamless handover of the car:

  1. Visit our portal at collections.motorpoint.co.uk and enter the following details to log in - order number, surname and postcode
  2. Check and validate the order including the vehicle details, any additional products taken, and any payments we may have already taken
  3. Check and validate personal details and then upload a copy of a valid driving license
  4. Read and confirm acceptance of Motorpoint’s Terms and Conditions
  5. Make a payment (for customers not taking finance)

Our team will be in touch again the day before your collection or delivery to confirm everything is in place to ensure a safe handover.

Alternatively, if customers would rather complete the above actions over the phone, a member of our Customer Care team can access the portal on their behalf and complete the process for them.

Car preparation

Our Motorpoint Quality Standard has been further enhanced to ensure maximum safety in the handover of the vehicle:

  • Our car preparation teams wear protective equipment at all times whilst preparing the car
  • Our valet process includes an antibacterial wipe of all touchable surfaces
  • Steering wheel and gear knob covers are fitted during the preparation process
  • All sold cars under-go an additional pre-delivery inspection check

Team safety

The safety of our teams is of prime importance to us, and as such we have introduced the following measures:

  • All employees have received an internal management briefing and then completed a return to work questionnaire to confirm they understand our safety policies and new operating procedures before commencing duties.
  • Issued clear guidelines on self-diagnosis and actions if symptoms displayed.
  • Issued all staff with protective equipment
  • Minimised the workforce onsite to 20%
  • Enforcing social distancing of 2m with staggered breaks
  • Implemented a new rule of only 1 person in a car at any time

Customer service and support

Our Customer Care team is currently operating restricted hours and can be contacted Monday to Friday 9am to 5pm either by calling 01332 426 351 or emailing us via our Customer Care contact form.

Our Online Sales team is contactable Monday to Friday 9am to 7pm, Saturday 9am to 6pm and Sunday 11am to 5pm either by calling 01332 227 227.

Our branches in England and Wales remain closed except for scheduled collections, which can be booked from between 11:30am and 4:30pm. Our Glasgow branch remains closed in line with the guidance of the Scottish Government.