YOUR END OF CONTRACT GUIDE.

Transcription

1 FOR DEALER USE ONLY Online Resource YOUR END OF CONTRACT GUIDE. Version 5.0

2 2 Your End of Contract Guide Contents 1. The End of Contract event p 3 Overview 4 Your dealer dashboard 7 2. MOT bookings p 9 MOT booking details 12 Lease extensions Vehicle Condition Description (VCD) p 15 When to complete a VCD 18 Completing a VCD 19 The VCD form Vehicle imaging p 25 Examples of acceptable and unacceptable images 27 Sending us your image Vehicle handback p 29 Vehicle accessories 31 Vehicle release process Vehicle remarketing p 35 mfldirect Condition Standards 37 Get Your Own Back 38 My Virtual Showroom 40 Making things easier for you Supporting you p 41 If you have any questions, please contact our Dealer Contact Services team on

3 Contents 3 1. THE END OF CONTRACT EVENT Overview 4 Your dealer dashboard 7

4 4 Your End of Contract Guide Overview Motability Operations Ltd works in partnership with you to provide our customers with the service and support they need in selecting, maintaining and returning cars at the end of their lease. This guide aims to provide you with all the information you need to successfully manage the return of every Motability vehicle either at end of contract or as a result of an early termination. The guide is intended to be used alongside our Motability Specialist training programmes which support you in treating customers fairly and providing excellent service to your Motability customers. Only trained Specialists with their own Unique User Access should manage the return of vehicles. If you would like to be trained or require your Unique User Access, please contact our Dealer Contact Services team on or register at motabilitydealer.co.uk

5 The End of Contract event 5 Motability Dealer Partnership Motability Dealer Partnership (MDP) rewards dealers for supporting the Motability Scheme with payments for three key events which are designed to deliver a high level of customer satisfaction throughout the lease: Supply 100 Service 40 End of Contract 75 Or as a result of an early termination 100 In addition to covering vehicle service, repair and maintenance, this guide will also support you in maximising the potential MDP earnings for your dealership. Training standards Our training standards require you have a minimum of: Two or more trained Sales Specialists. Two or more Aftersales Specialists. At least one Sales and one Aftersales Specialist available whenever your dealership is open. To protect your MDP reward, please see Your Dealer Guide to review our training standards in full. You can find out more about the MDP programme and our standards in Your Dealer Guide at motabilitydealer.co.uk

6 6 Your End of Contract Guide Your End of Contract actions for: Early termination vehicles Receipt vehicle using Online Applications within 24 hours of handback. Submit handback Vehicle Condition Description (VCD) through Online Applications. Submit vehicle image within four days of handback VCD. Wash, vacuum and safely store vehicle for collection. Full term vehicles Transact a valid MOT. Submit MOT VCD through Epyx 1link. Check for any manufacturer product safety recalls and, if applicable, make sure outstanding repairs are carried out. Submit vehicle image within seven days of MOT VCD. Receipt vehicle using Online Applications within 24 hours of handback. Submit handback VCD through Online Applications. Wash, vacuum and safely store vehicle for collection. Vehicle accessories Ensure all of the accessories such as parcel shelf, head rest, spare wheels, toolkits and both sets of keys are present and the service book and manufacturer s handbook are with the vehicle. End of Contract: 75 To protect your 75 MDP End of Contract reward, you must: Transact a pass MOT within the agreed window. Complete and submit accurate and timely VCDs. Submit an acceptable vehicle image within the agreed timescales.

7 The End of Contract event 7 Your dealer dashboard The dealer dashboard is your essential online tool allowing you to track and manage all aspects of your dealership s MDP performance to help you maximise your potential rewards. Accessing your dashboard You can access your dashboard using your Unique User Access details. If you don t have your own Unique User Access, you can register at motabilitydealer.co.uk and follow the instructions in Your Getting Started Guide. To view your dashboard, go to motabilitydealer.co.uk, click on the Cars tab and then Login to Dealer Dashboard/Online Applications. Once you ve logged in using your Unique User Access, click the MDP Performance tab in the menu on the left.

8 8 Your End of Contract Guide Using your dashboard: a quick look Click Service for: Service rewards Late service adjustments Click Complaints for: Adjustments Reversals Click Supply for: Supply rewards CDD free pass status, rewards and adjustments Early cancellation adjustments Pre-registration Click Training to: View your Specialists and their training statuses Click Help for: Summary of rewards and adjustments Click End of Contract for: End of Contract rewards Inaccurate/late MOT Handback VCD Image adjustments Click Images for: Submission deadlines Outstanding submissions Click Invoice for: MDP payment for each quarter Click Engagement for: Supply Events Potential and actual rewards

9 9 2. MOT BOOKINGS MOT booking details 12 Lease extensions 13

10 10 Your End of Contract Guide MOT bookings As a Motability dealer, you ll need to manage the MOT bookings for all cars on your expiring live fleet. MOT DUE MOT OVERDUE -90 DAYS -14 DAYS MOT REQUIRED BY DATE -28 DAYS END OF MDP REWARD PROTECTION PERIOD END OF CONTRACT You ll receive a reminder for vehicles that are due for MOT in your MOTs Due tab in Online Applications 90 days before the contract is due to expire. This will appear as -62 days on your work list. The list is updated daily to provide you with a countdown of the MOTs that need to be completed and transacted. Vehicles will be marked as Due up to the MOT Required By Date (28 days before the end of contract). After the MOT Required By Date, this status will update to Overdue. Vehicles can go up to a maximum of +14 days after the MOT Required By Date and still be eligible for the End of Contract reward. Vehicles will remain on your list until the MOT is completed. Overdue MOT rewards You can still be rewarded for MOTs appearing in both your MOTs Due and MOTs Overdue dropdown tab in Online Applications. For End of Contract success you ll need to: Contact the customer once their vehicle has been added to your due list. Book the MOT. Offer a range of appointment types, for example home collection, while you wait and courtesy car if booked in with three weeks notice. Complete a pass MOT, in line with VOSA standards, by 14 days before the original end of contract date (+14 days after the MOT Required by Date on Online Applications). Wash and vacuum the car after the MOT. Transact via Epyx 1link.

11 MOT bookings 11 MOT Due list MOT Overdue list If an MOT is not passed and transacted by the MOT Required By Date, it will move from your Due list to your Overdue list. You have until +14 days after the MOT Required By Date date to complete, pass and transact your MOT. You can view your list of overdue MOTs by selecting Overdue on the drop down menu under MOT Status.

12 12 Your End of Contract Guide MOT booking details Once you ve contacted your customer and agreed a date for the MOT, you will need to complete the MOT booking details. This informs us that a booking has been confirmed. You can then download a confirmation letter to send to your customer by clicking the Documents tab on the customer s page. Please remember to keep the notes under Contact Attempt updated when you try to contact your customer to book the MOT. Working with your sales colleagues to arrange a showroom visit when booking your customer s vehicle for its MOT means your sales team have an early opportunity to discuss the customer s next vehicle and offer a demonstration. This could be worth an MDP Supply reward of 100 for your dealership. For more information, please see Your Dealer Guide at motabilitydealer.co.uk Booking an early MOT Should your customer require the MOT to be booked earlier than expected, please contact our Fleet Technical team on (option 4) for pre-authorisation. Please note that you will not earn your End of Contract reward for an MOT that is completed and transacted earlier than 90 days before the end of contract date.

13 MOT bookings 13 Lease extensions Your customer may need to be kept mobile in their current car beyond the end of their contract until their new car is ready. Before a lease extension can be agreed on a vehicle, a pass MOT must be completed and transacted. Vehicles that have been lease extended will appear on your MOT list when the MOT is due for renewal, even though the initial agreement has ended. You will be able to complete and transact the MOT on a lease extended vehicle as normal through Epyx 1link. The MDP End of Contract reward will only be paid once, when the first MOT or renewal VCD is completed. Service and MOT standards: -20% adjustment Our upsell measures monitor your service, maintenance and repair activity against the manufacturer or franchise average. If your additional work completed or parts fitment rates are significantly higher than that of an average dealer, an adjustment of -20% may be applied to your quarterly MDP reward. You can view the status of any upsell adjustment on your dealer dashboard under the MOT/Service Performance tab. This tab will only appear on your dashboard if you are above the manufacturer average. Get Your Own Back Take advantage of our Get Your Own Back (GYOB) reward by informing your used car sales colleagues about the vehicle when it s at MOT stage. This will give them the chance to purchase the vehicle as soon as it s available on mfldirect.co.uk, not only increasing the potential GYOB reward, but also letting you sell on a vehicle with a known history.

14 14 Your End of Contract Guide

15 15 3. VEHICLE CONDITION DESCRIPTION (VCD) When to complete a VCD 18 Completing a VCD 19 The VCD form 20

16 16 Your End of Contract Guide Vehicle Condition Description (VCD) The VCD is a crucial step in helping us understand the condition of the vehicle prior to resale. It also gives you confidence when buying back your own, and other, Motability Scheme cars through our remarketing website mfldirect.co.uk To complete your VCD and earn your End of Contract reward: For a full term car: 75 An accurate VCD must be submitted along with a pass MOT through Epyx 1link no later than 14 days before the end of contract date. An acceptable vehicle image must be sent to us within seven days of the MOT VCD. A second VCD is required at handback through Online Applications. For early terminating cars: 100 If your customer is renewing: An accurate VCD must be submitted through Online Applications when completing a new application and an acceptable image sent to us within four days of the application being submitted. A second VCD is required at handback through Online Applications. If your customer is not renewing (for instance, in the case of stopped allowances): An accurate VCD must be submitted through Online Applications when the car is handed back and an acceptable image sent to us within four days of the VCD. Completing a VCD will: Confirm the make and model of the vehicle. Confirm the vehicle s mileage. Identify any adaptations. Identify any significant damage that requires repair before the end of contract. Determine the route through which the vehicle will be sold.

17 Vehicle Condition Description (VCD) 17 Early terminations You can earn the 100 End of Contract reward for all early terminations, even if the car was supplied by another dealer or franchise. Customers may return their early terminating car to any dealer they choose, providing you with an additional opportunity to process the handback according to our standards and earn your 100 End of Contract reward. Transitional support packages There will be instances, particularly with the roll out of the Personal Independence Payment (PIP), where customers have lost their allowance and will need to return their Motability Scheme vehicle before their end of contract date. To support these customers with financial and practical help to find alternative ways to keep mobile, we offer transitional support packages. These consist of: A Transitional Support Payment as shown below: Joined Scheme before 2013 Joined Scheme in 2013 Joined Scheme after 2013 Return car within 8 weeks of DWP payments ending Return car within 26 weeks of DWP payments ending 2,000 1, The opportunity to buy the current Scheme car at a fair market price. A claims history letter along with the details of a broker of insurers. An information pack on all the future options. Stopped allowance alert You will receive a Dealer Alert to inform you of the reason for your customer s agreement being terminated.

18 18 Your End of Contract Guide When to complete a VCD Full term vehicle (MOT required): A VCD must be submitted at MOT through Epyx 1link and the vehicle image sent to us within seven days of the MOT VCD. A second VCD is also required at handback through Online Applications. Early terminating vehicle (MOT not required): VCD must be submitted through Online Applications when completing a new application. An image must be sent to us within four days of the new application being submitted. Where an MOT has not been completed or a customer is not renewing, you must complete a handback VCD through Online Applications. In these cases, an image must be sent to us within seven days for a full term vehicle and four days for an early termination. VCD Epyx 1link Online Applications (new application) Online Applications (handback) IMAGE REQUIRED FULL TERM MOT completed MOT not completed within 7 days of MOT VCD within 7 days of handback VCD 7 7 EARLY TERM Customer renewing Customer not renewing 4 within 4 days of application being submitted 4 within 4 days of handback VCD The only time an image isn t required is when you re carrying out an ad hoc, in-life VCD if you re concerned about the condition of the vehicle. Please see page 24 for more information about reporting your concerns.

19 Vehicle Condition Description (VCD) 19 Completing a VCD Download and print a VCD form from the Document Library in Online Applications or the Dealer Resource Centre. VCD at MOT stage A trained Motability Aftersales Specialist or VCD trained technician must complete the VCD along with the MOT within the MOT window. The VCD should reflect the condition of the vehicle after any rectification to allow a pass MOT, following a complimentary wash and vacuum. Once complete, transfer the information from the paper copy to Epyx 1link along with the MOT transaction. Please ensure the details are correct. In addition to payment for the MOT, a further payment equivalent to 0.3 hours is made for the combined MOT VCD and digital image submission. VCD at handback, new application and early termination A trained Motability Sales or Aftersales Specialist or VCD trained technician must complete this VCD. The vehicle s exterior must be sufficiently clean to allow an accurate description. Once complete, transfer information from the paper copy to Online Applications ensuring that the details are correct. Transferring the VCD to Online Applications at handback Renewing customers Search for the new application in Online Applications. Click Confirm customer handback under the Current Actions tab. You ll be prompted to transfer the information from the paper VCD to the online screen. Non-renewing customers Use the Vehicle Handback tab on the left hand menu in Online Applications. Complete the ARN or Registration fields. You ll be prompted to transfer the information from the paper VCD to the online screen.

20 20 Your End of Contract Guide The VCD form The VCD form details all the interior and exterior parts of the vehicle and will describe each area as Good, Fair Wear and Tear, or Damaged/Worn. To help you assess the condition of the vehicle when completing the VCD, you can use the descriptions below as a guide: Bonnet, roof, front wings, doors, sill panels, rear wings/quarter panels, tailgate/boot lid Good condition Fair wear and tear Damage No damage at all. Light scuffs or marks that can be professionally polished out. Minor damage that can be SMART repaired. Scratches of less than 100mm in length that have not penetrated the paint. Up to and including three minor dents, less than 40mm in diameter, per panel. Scratches greater than 100mm in length. Any scratch which has penetrated the paint. Rust, blistered paint, holes or cracks. Any dent greater than 40mm in diameter. Four or more dents per panel, of less than 40mm in diameter. Front and rear bumpers Good condition Fair wear and tear Damage No damage at all. Scratches and minor abrasions of less than 100mm in length, which can be polished-out or locally painted. Up to and including three minor dents, less than 40mm in diameter, per panel. Scratches greater than 100mm in length. Any splits, cracks or tears. Any dent greater than 40mm in diameter. Missing bumper, sections or mouldings. Four or more dents per panel, of less than 40mm in diameter. Load space/boot interior areas Good condition Fair wear and tear Damage No damage at all. Stains to carpet areas which can be removed through professional cleaning. Scratches to plastics which can be repaired through re-texturing. Cut damage caused by the fitment of mobility aids. Stains to carpet areas that are unlikely to be removed by professional cleaning. Cut, broken, or missing plastic trims (excluding those cut for the fitment of mobility aids). Missing trims, including parcel shelves (where they should be fitted as standard equipment).

21 Vehicle Condition Description (VCD) 21 Wheel, wheel trims and tyres Good condition Fair wear and tear Damage No damage at all. Alloy wheels which have minor scrapes to the outer rim edge. Steel wheels which are scratched to the outer rim edge. Wheel trims which are either missing, scratched, cracked, broken or badly distorted. Tyres which have slight cuts of less than 25mm in length, which have not penetrated through to the cord structure. Alloy wheels which are significantly scraped/scratched to the central hub/spoke areas, or are buckled, or have sections missing. Steel wheels which are bent/buckled. Tyres which are punctured, worn beyond their minimum legal tread limit (currently 1.6mm across the central three quarters of the breadth of the tread and around the entire circumference for cars and light vans) or have cuts which exceed 25mm in length or any cut which has penetrated through to the tyre cord structure. Passenger carrying interior areas Good condition Fair wear and tear Damage No damage at all. Stains to carpet areas and seat trims which can be removed through professional cleaning. Scratches to plastics which can be repaired through re-texturing. Cut damage caused by the fitment of mobility aids. Wear to seats, carpets, door trim panels which is consistent with the vehicle age. Stains to carpet areas and seat trims that are unlikely to be removed by professional cleaning. Cigarette burns to seats, carpets, headlining, door trim panels. Cuts, rips, tears to seats, carpets, headlining, door trim panels. Cut, broken, or missing plastic trims (excluding those cut for the fitment of mobility aids). Cuts, deep scratches, or holes to the dash fascia panel. Strong odours which are unlikely to be successfully removed by professional cleaning.

22 22 Your End of Contract Guide Completing the VCD form You can view the different categories to help you assess the condition of the vehicle below. Vehicle Condition Description Form Vehicle Condition Description VCD Date 1 Customer Details Car Registration: Repairer Details Name: Address: Odometer Reading: Vehicle Description: Completed by: Job Title MOT Tester After Sales Specialist Other Complete the first section of the VCD form. VCD Details: Exterior Good Fair Wear Tear Damaged worn Mobility Aid damage Interior Good Fair Wear Tear Damaged worn Mobility Aid damage Only one result to be recorded against each Exterior item. Any damaged/worn description will require confirmation of mobility aid damage OSF Wing Roof Bonnet Front Panel Front Bumper Front Lamps NSF Wing NSF Door NSR Door NS Body Sill ` Dashboard Steering Wheel Roof Lining Front Carpet Front Seats Front Door Panels Rear Carpets Rear Seats Rear Door Panels Load compartment area NSR Wing / Quarter Panel Additional information Yes No N/A Rear Bumper Equipment: Rear Lamps Audio equipment present Tail Gate/ Boot Lid Tyres legal OSR Wing / Quarter Panel Spare wheel present OS Body Sill Tools present OS Rear Door Load Cover present OS Front Door Additional Seats (MPV) Wheels Condition: Windows Evidence of poor repair quality Mirrors & casings Disagreeable odours (including smoke) Excessive Staining Major Adaptations Non Standard Modifications General Exterior Condition General Interior Condition Good Average Poor Don t forget to a photo of the vehicle to: carphotos@motabilityoperations.co.uk Please remember: The subject title of the must be the vehicle registration number Only send one photo per vehicle under 3 MB in size 2 Fill in this shaded section about the equipment and condition of the vehicle you need to answer Yes, No or N/A as applicable. You will receive a receipt by which you should keep for your records 3 Make an overall assessment of the interior and exterior of the vehicle based on our condition guidelines. This will need to be assessed as Good, Average or Poor.

23 Vehicle Condition Description (VCD) 23 Mobility aid damage Should your customer s vehicle have mobility aid damage, please make sure you record this against the appropriate area of the vehicle, describe the condition as Damaged and tick the Mobility Aid box. Some examples of mobility aid damage include: Damage to the body caused by a wheelchair being lifted in and out of the car. Damage to the tailgate caused by an electric hoist fitting. Damage to the interior due to lifting or storage of mobility aids. Adaptations and adjustments When completing the VCD form, you will need to indicate whether the vehicle has a major adaptation. This is an adaptation that requires substantial remedial work when removed to bring the vehicle back in line with our VCD standards. The following examples are not considered major adaptations and do not need to be recorded on the form: Easy release handbrake. Pedal guards. Mechanical hand controls. Steering wheel aids. Pedal extensions. For more information about the types of adaptations, please go to cars.motabilitydealer.co.uk/adaptations

24 24 Your End of Contract Guide Top tips for completing your VCD Have as many trained specialists as possible. You can find our stand-alone VCD e-learning modules at the Partner Training Centre. The VCD must only be completed by trained VCD technicians or Specialists. All colleagues, both sales and aftersales, should have the same understanding of our guidelines and provide a consistent interpretation of the car s condition. Download and use the VCD form we provide in Online Applications to record the vehicle s condition to avoid any errors. You can then accurately transfer this form onto Epyx 1link (at MOT) or Online Applications (at handback or renewal application). When submitting a VCD via Epyx 1link, if you answer Yes for all five condition questions, a pop-up box will appear to request confirmation that you are happy with the responses you ve given. If you select No, your answers will be cleared and you will be able to re-submit the condition questions. Where possible, cross-reference the MOT and handback VCD information between your sales and aftersales teams. Both VCDs should be the same except in cases of damage or repair being carried out since MOT. For more information about how the VCD affects our remarketing process and how you can benefit from it, please see page 35. Reporting concerns Should you have any concerns about the condition of the vehicle or suspect any Scheme or vehicle misuse at any point over the lease, please report this to our Dealer Contact Services team on For more information about our Scheme policies, please see Your Dealer Guide at motabilitydealer.co.uk

25 25 4. VEHICLE IMAGING Examples of acceptable and unacceptable images 27 Sending us your image 28

26 26 Your End of Contract Guide Vehicle imaging Vehicle images enable Motability cars to be sold back to you and other UK vehicle dealers through mfldirect.co.uk or at auction. An image is required: Within seven days of transacting the MOT and VCD for full term expiry cars. Within four days of the handback or renewal VCD in the case of early terminations. We recommend you take and submit the vehicle image on the same day you transact and submit the VCD. Getting your image right Take your image after the complimentary wash and vacuum from the driver s side corner showing the offside and front. If there is damage to this side, the photo can be taken from the other side. Make sure: The camera s date function is off There are minimal background distractions and reflections The photo is taken as landscape rather than portrait if using a phone, turn it 90 degrees to the left to make sure the image comes to us the right way round No one s in the car or in the background We can t see any other cars and company logos We can clearly see the car wheels and trims We can clearly see the car registration number

27 Vehicle imaging 27 Examples of acceptable and unacceptable images Blurred image with van in background Wrong angle with other vehicles in background Date function is on and reflection in image Wrong angle and unable to see registration

28 28 Your End of Contract Guide Sending us your image Once you ve taken the image, it to using the vehicle registration number as the subject. We recommend you take and submit the vehicle image on the same day you transact and submit the VCD, but we ll need it: Within seven days of transacting the MOT and VCD for full term expiry cars. Within four days of the handback VCD in the case of early terminations. Once submitted, you ll receive two s from us: a receipt which you should keep for your records and an letting you know if your photo has been accepted. If your image hasn t been accepted, you ll receive an notification outlining the reason for the rejection and tips for improving future images. Tips for success: Images need to be JPEG format, less than 3MB and landscape. Only send one image per . Remove any text from the body copy of the , including your signature. Only the registration number should appear in the subject line of the . (If it s a cherished plate with fewer than seven digits, please add zeros to the beginning of the subject line to make it up to a seven digit reference). Outstanding images Check your image status on your dealer dashboard in the Images tab. If you ve already sent us a photo and the status says outstanding, please send the photo confirmation to VRMImaging@motabilityoperations.co.uk and we ll investigate. If an image is sent then subsequently rejected, you ll receive an notification outlining the reason for the rejection and tips for improving future images.

29 29 5. VEHICLE HANDBACK Vehicle accessories 31 Vehicle release process 32

30 30 Your End of Contract Guide Vehicle handback On handback day, you must receipt the vehicle through Online Applications within 24 hours, ensuring that an accurate VCD has been completed and, if not previously submitted, a vehicle image is sent to us within the agreed timescales.

31 Vehicle handback 31 Vehicle accessories As a Motability dealer, you re responsible for providing an accurate VCD for the vehicle when it s returned. When carrying out a VCD on a vehicle from a different manufacturer, we ask that you take reasonable steps to identify any missing parts and notify us through the VCD you complete. When making arrangements to take a Motability vehicle back, we recommend you contact your customer in advance of the handback date to let them know the importance of including all of the vehicle s original items and equipment. The accessories that are typically missing at handback include: Spare key. Parcel shelf. Spare wheel or tyre inflation kit. Tools. SD cards. Locking wheel nut key. Boot mat. Boot floor (dividing board). Aerial, headrest. Remote control. Radio or key code. Additional car seats. Documentation such as the manufacturer s handbook, service book and instruction manuals must also be returned with the car.

32 32 Your End of Contract Guide Vehicle release process We have put in place our vehicle release process so you can be confident that you re releasing the right vehicle to the correct and authorised collecting agent, purchasing dealer or subcontractor. We work with BCA and Smart Fleet Solutions to ensure: Collecting agents provide you with formal identification and proof of authorisation. Vehicles are delivered in the same condition in which they were collected. Timely collection and delivery. To help keep the collection and delivery process as efficient as possible, we ask that you support us by: Moving the vehicle to a location on your premises that is easily accessible for collecting agents. Clearing access to any on and offsite units where the vehicle might be stored. Locating and making available all sets of vehicle keys, along with any other items that might have been removed whilst in your possession. Informing us if the vehicle is due for collection and you re aware it cannot be driven by ing customersupport@mfldirect.co.uk with the registration, vehicle location and a brief description of the issue.

33 Vehicle handback 33 For your protection To protect yourself from any fraudulent collection activity, please follow our vehicle release process for each collection: You ll receive a release notice by from vrmopsreleasenotes@motabilityoperations.co.uk including a unique Movement ID number, details of the vehicle to be collected and full instructions on who will collect the vehicle. This will also be supplied to the collecting agent. When the collecting agent arrives, you must check: The driver s paperwork matches the release notice details we ve sent you, including the Movement ID number. No collections or releases must be made without full confirmation of this number by both parties. The driver s security identification all drivers should have identification confirming details of the organisation they represent. Please do not take copies of the driver s licence and/or photo ID. Authenticated paperwork or an Electronic Vehicle Appraisal (EVA) device confirming details of the vehicle to be collected. They may also have a mobile phone with SMS instructions. However, you must still ask to see headed paperwork as proof of authentication before proceeding to handover the vehicle. Before the collecting agent leaves: They will record the collection details using a smart phone app or electronic device and you will be asked to provide an address so that an electronic proof of collection or delivery can be ed to you. s will often arrive with you instantly. If you do not receive your within 30 minutes, please call BCA on and they will a copy to you. If the driver does not have an electronic device, they may provide you with written documentation showing the name and signature of the driver collecting the vehicle. This is still legitimate and we ask that you retain this documentation as before. Vehicles may be collected by BCA, Smart Fleet Solutions, a purchasing dealer or a subcontractor working on behalf of any of these parties. Subcontracted drivers must have paperwork confirming who they re working on behalf of and the vehicle they re collecting. They won t necessarily have an EVA device or phone. Vehicles must only be released once you have completed all checks. Please make sure all relevant employees in your dealership know and follow the correct vehicle release process before handing over a Motability Scheme car. As a Motability dealer partner, you re responsible for Motability Scheme vehicles being held and released from your dealership.

34 34 Your End of Contract Guide Still have concerns? If, after completing the process checklist you re still unsure, you can check: The vehicle details and who should be collecting it by calling our mfldirect.co.uk team on ; or If a driver collecting on behalf of BCA or Smart Fleet Solutions is an authorised driver by calling BCA on or Smart Fleet Solutions on (option 4). If you would like us to resend the vehicle release notice, or have any feedback on a collecting agent or driver, please call mfldirect.co.uk on

35 35 6. VEHICLE REMARKETING mfldirect Condition Standards 37 Get Your Own Back 38 My Virtual Showroom 40 Making things easier for you 40

36 36 Your End of Contract Guide Vehicle remarketing mfldirect is the vehicle remarketing arm of Motability Operations Ltd and the largest supplier of used cars to the UK trade. The majority of cars available to buy on mfldirect.co.uk are those that have reached the end of their three year Motability Scheme lease, but you will also have access to early terminations and Wheelchair Accessible Vehicles (WAVs).

37 Vehicle remarketing 37 mfldirect Condition Standards To help you buy with confidence, we have put processes in place to ensure the vehicles you buy are of a trade standard. The only vehicles for sale on mfldirect.co.uk are those with a VCD that indicates they meet the mfldirect Condition Standards and, if full term, have passed their MOT. Should the vehicle you have purchased fail to meet these standards, we have a robust claim process to support you. To find out more about our claim process, please go to the Customer Support section of mfldirect.co.uk Checking MOT status If the vehicle you re purchasing is at least three years old and you want to check whether it has a valid MOT, you can get an electronic MOT receipt by taking the following steps: Go to gov.uk/check-mot-status 1 Select Start now. 2 Enter the vehicle registration number and the document reference number in the correct fields. 3 Press Continue. This will display the MOT status and information about the MOT test. 4 You can then go to File and Print.

38 38 Your End of Contract Guide Get Your Own Back Get Your Own Back (GYOB) gives you the opportunity to make more profit from ex-motability cars by helping you identify and buy back vehicles that you ve managed on the Scheme. GYOB cars benefit from being: Easier to sell you re already familiar with the vehicle and its history. Quick to prepare it carries your branding and you know its condition. More profitable in addition to your MDP reward, for each GYOB vehicle purchased, you earn a financial reward for your business. Exclusive to you if you submit the Confirmed Delivery Date (CDD) well in advance, GYOB vehicles can be exclusively available to you. Your GYOB reward will depend on which channel the vehicle is in when you buy it: Your exclusive Imminent Dealer forecourt Early returns 13 days before handback day 11 days before handback day Handback day onwards Handed back before end of lease Reward: 150 Reward: 100 Reward: 50 Reward: 50 Vehicle made available online if its VCD indicates that it meets the mfldirect Condition Standards If the CDD is submitted well in advance, up to two weeks before handback, you will have an exclusive opportunity to buy back the vehicles you ve managed from new before they re available to the wider market. Vehicle will be available for delivery or collection once returned to the handback dealer. Vehicle has now been handed back and, if collected, is available the day after purchase or can be delivered within seven working days. These are vehicles which are returned before the end of their three year lease and can represent a great opportunity.

39 Vehicle remarketing 39 Tips for successful GYOB car buying Make sure you view every GYOB car at MOT so you can look out for the right vehicles when they become available. When you identify a potential vehicle for your dealership, update your used car buyer. Enter the Confirmed Delivery Date (CDD) for the customer s new vehicle as soon as possible ideally two weeks in advance. The CDD indicates when we can expect the vehicle to be returned. Log on to mfldirect.co.uk every day and click View all GYOB cars. Don t miss out With stock uploads throughout the day, the best way to make sure you don t miss out is to log on to mfldirect.co.uk regularly. If you don t have access to mfldirect.co.uk, please visit signup@mfldirectcustomersupport.co.uk or call to sign up.

40 40 Your End of Contract Guide My Virtual Showroom My Virtual Showroom is a free tool that allows you to sell mfldirect vehicles directly to your customers whilst at your dealership, before you ve bought them. You can set up an online showroom stocked by mfldirect.co.uk, personalised with your own branding, your colours and, most importantly, your prices. Expand your forecourt instantly offer your customers more choice without the cost of storing the vehicles on your forecourt. Sell before you buy maximise your profits by adding your own mark-ups to the vehicles online. Free to set up and use. Use your branding and customise your showroom. Quick and easy to set up. For more information about My Virtual Showroom or to set yours up, please go to the Customer Support section on mfldirect.co.uk Making things easier for you You ll find all the help you need by logging on to mfldirect.co.uk and visiting the Customer Support section. Answers to our most frequently asked questions. How to search and buy. Information on collections and deliveries. How to set up and use My Virtual Showroom. Information about the mfldirect Condition Standards. How to make a claim. How to set up and text alerts, or change the ones you are already receiving. If you don t have access to mfldirect.co.uk, please visit signup@mfldirectcustomersupport.co.uk or call to sign up.

41 7. SUPPORTING YOU 41

42 42 Your End of Contract Guide Supporting you To support you in understanding our systems, maximising your potential MDP rewards and delivering excellent customer service, we ve developed a range of support tools to help clarify any areas of our systems, the Motability Scheme or your performance that you re unclear on. motabilitydealer.co.uk motabilitydealer.co.uk is your one-stop-shop as a dealer partner with all your guides, urgent updates, marketing support, advice and Point of Sale material, as well as links to the Partner Training Centre and other relevant sites. Visit today to find: The Tools and Support page of the Partner Training Centre is a good starting point for finding out more about the resources available to you. The Resource Library at motabilitydealer.co.uk contains all the guides you ll need as a Motability dealer, available to view online or download and print. Bespoke Group reporting tools have been developed, detailing your performance across key measures. To view your Group report, go to motabilitydealer.co.uk and click Check your Group Reports. Our Dealer Contact Services team is on hand to support you with any problems or queries on

43 Supporting you 43 Access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk

44 You can access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk Motability Operations Dealer Services Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Tel: (Lines open 8.30am 5.30pm Mon Fri) Fax: motabilitydealer.co.uk RAC Motability Assist Customer Services Thomas Street, Stretford Manchester M32 0HX Tel: Tel: Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Tel: (Lines open 8.30am 5.30pm Mon Fri) mfldirect.co.uk Epyx 1link Tel: link.co.uk Glass Repair/Replacement Managed by RSAM Tel: RSA Motability (RSAM) Customer Services PO Box 4, New Hall Place Old Hall Street Liverpool L69 3SD Tel: (Vehicle lines open 8am 8pm Mon Fri and 8am 4pm Sat) motability.co.uk/insurance