Frequently Asked Questions | Gates Ford

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Frequently asked questions

Important information - keeping you safe during the COVID-19 pandemic

For the safety of both our staff and our customers, we are implementing a number of measures in our dealerships.

We have put together the following document to provide some guidance to our customers when visiting our dealerships.

COVID-19 Customer Guidance

We are following the Ford Care Code - further information on this can be found below. Please refer to the department that you are visiting for specific information you need to know prior to arrival at our dealerships.



We help you to keep a 2-metre distance. When you enter our dealerships, you will notice various signage including floor markers which are in place to ensure we can maintain a 2 metre distance.

2-metre social distancing

We use Personal Protective Equipment to help keep you safe. Protective screens are in place on all reception areas. Our staff also have Personal Protective Equipment to keep you and them safe.

Personal Protective Equipment

We check temperatures. Staff will have their temperature checked each day as they arrive to work. We may also check the temperature of visitors to the dealership as a precautionary measure if they are displaying Coronavirus symptoms.

Temperature Checks

We sanitise the dealership, our vehicles and your vehicle. We take the cleanliness of the dealership seriously and will ensure that areas are kept clean and regularly sanitised. Our Sales and Aftersales departments also have robust processes in place to ensure that both our vehicles and your vehicle are sanitised during your visit.

Sanitised vehicles and dealerships

We support you with touch free payment. We are able to accept payment in a number of contactless methods. We will not be accepting cash payments at this time.

Contactless Payment

We offer a range of virtual services including online product demonstrations. We can also arrange "no-touch" demonstrations in our dealerships.

Virtual Services

We offer online service booking. Click here to book your service, MOT or repair.

Online Service Booking

Frequently Asked Questions - Service and Parts

I had a previous booking which was cancelled due to the COVID-19 outbreak. What should I do?

Service departments are now taking bookings for Service, MOT and essential repairs by appointment only. You can make a booking by clicking here

What are your opening hours?

To view our opening hours, please click here and select the relevant dealership.

Is there anything specific I should be aware of prior to my visit to the service department?

Please put your service book and locking wheel nut key on the passenger seat before checking in. Our staff will not be permitted to obtain these from the glovebox of your vehicle.

Please ensure that your vehicle is free from rubbish - this includes the floors, door pockets and other storage areas. Failure to do so may mean that we are unable to commence work on your vehicle. Please also refer to our customer guidance.

How will social distancing be adhered to during my visit?

Bookings will be made on a strict, appointment-only basis and they will be spaced out at appropriate intervals to limit the number of people in the dealership at any one time. On arrival, there will be clear markings in our reception areas to ensure a 2-metre distance can be maintained. As a further precautionary measure, we will also be taking temperatures of staff when they enter our dealership on a daily basis. We may also take temperatures of customers, particularly if they are displaying Coronavirus symptoms.

Will my vehicle be sanitised during my visit to the service department?

Protective seat covers will also be used and once work is complete, the key touch points of your vehicle including steering wheel, door handles, gear lever and handbrake will be cleaned with antibacterial wipes.

What about my keys? Will these be sanitised too?

When you check your vehicle in with us, we will ask you to place your key in an allocated box or tray where they will be wiped with antibacterial cleaner at a safe 2 metre distance from staff. A similar process will occur when your keys are handed back to you. Returned keys will be wiped again before being placed into a collection point for you to receive them back. Please note, you should only provide us with the key(s) to your vehicle - please remove from any other keys prior to check in.

Can I wait whilst my vehicle is serviced?

We are currently adhering to the necessary social distancing guidelines and as such, it is necessary for us to minimise the number of people within the dealership at one time. Bookings are made on a strict appointment only basis; please let us know of your requirements at the time of booking and we will do our best to accommodate you should you need to wait. If you are remaining on site with us, you will be asked to wait in the customer waiting area. This has been arranged to ensure that a suitable distance is maintained between yourselves and any other customers also waiting on site. You should only return to the customer service desk when requested to do so.

Do you provide a collection/delivery service?

Unfortunately, we are unable to offer a collection and delivery service or local lifts at this time.

Can you provide a courtesy car whilst my vehicle is being serviced or repaired?

In response to the COVID-19 pandemic, we are currently unable to provide courtesy vehicles.

Do you offer overnight servicing?

Yes, this can be arranged by appointment. Your vehicle will need to be dropped off to your chosen dealership by 4pm and we will arrange for it to be ready the follwoing day at a pre-agreed time. Please contact your local dealer to make arrangements.

Will my vehicle receive a service wash?

We are currently minimising the contact points on customer vehicles and are therefore not carrying out vehicle washes. Your vehicle will however be fully sanitised prior to any work being carried out, and the key touch points on your vehicle will also be cleaned prior to your vehicle being returned to you.

What methods of payment do you accept?

We are able to accept cashless transactions including Switch/Delta or Connect Cards, Credit Cards and Company debit cards up to £1,000 per purchase. We also accept CHAPS/ Telegraphic Transfer; If you wish to pay by either of these methods, we will supply our bank details upon request. Please note, cash payments cannot be accepted at this time.

Do you offer manufacturer approved servicing?

Yes, all of our service centres are Ford manufacturer approved.

What is included in a manufacturer, scheduled service?

The items carried out vary depending on service interval and by model. Please contact us by phone and one of Service Advisors will be happy to discuss this with your further in accordance with your vehicle requirements. When you have a service carried out at Gates, you will receive a comprehensive 30-point healthcheck report, carried out by your technician. In addition, we can also provide you with a video e-Check where our technicians can physically show you particular safety items that have been inspected during your visit.

Do you provide speciality services/parts that are not available at independent garages?

At our manufacturer-approved service centres our fully trained Ford Technicians use the latest diagnostic equipment in state-of-the-art facilities to assess your vehicle. This means we can provide a dedicated service tailored to match your car's specific needs.

Will my vehicle be serviced on-site?

Yes, all servicing is carried out on-site at our Approved Ford service centres.

Can I come into the dealership to buy parts?

At this time, visits to our aftersales departments are strictly by appointment only. Should you have a particular parts enquiry, please contact your local dealership.

Do you provide Service Plans to help me spread the cost of scheduled servicing?

Yes, service plans at Gates are available . Click here to find out more or contact us to receive a personalised quote.

Do you offer Class 5 and Class 7 MOT?

This varies depending on location. Please contact our service team at your local dealership and they will be able to advise you accordingly.

If my vehicle fails it's MOT, will you re-test it for free?

Yes, we will re-test your vehicle for free within 10 days of the failed MOT date.

Do you provide a service/MOT reminder service?

We will notify you with a phone call, letter or SMS provided these contact details are supplied and according to your contact preferences.

How long is the warranty on the work carried out?

Parts and Labour at Gates are guaranteed in line with the Ford Manufacturer Guarantee.

If additional work is required, will you contact me prior to carrying out the work?

Yes, we will call before any additional work is undertaken.

Are your dealerships wheelchair accessible?

Yes. All of our dealerships are wheelchair accessible and have designated parking spaces.



Frequently Asked Questions - Vehicle Sales

I was due to take delivery of my vehicle prior to the COVID-19 pandemic. What do I need to do?

A member of our sales team will be in contact with you shortly to make the necessary arrangements.

How will social distancing be adhered to during my visit to the dealership?

Vehicle handovers and test drives will be conducted on an appointment-only basis and they will be spaced out at appropriate intervals to limit the number of people in the dealership at any one time. On arrival, there will be clear markings in our reception areas to ensure a 2-metre distance can be maintained. There will also be some guidance as to where to go once in the showroom. As a further precautionary measure, we will also be taking temperatures of our staff on a daily basis. Other visitors to the dealership may also be required to have their temperature checked upon arrival, particularly if they are displaying Coronavirus symptoms.

What other hygiene measures do you have in place in the showroom?

Hand sanitiser is available within the showroom and we ask that customers and staff use this as they enter and leave the premises. Our reception areas have been fitted with protective screens and we ask that you keep a 2-metre distance from the reception desk and others within the showroom; our staff will also be maintaining this 2 metre distance. Staff will wear gloves (which will be replaced at regular intervals) as well as face masks. Should keys need to be exchanged, they will be wiped and placed in a designated area for you to pick up at a safe 2 metre distance. The same process will occur when keys are handed back. Returned keys will be wiped again.

Do I need to make an appointment if I want to visit the sales department to make an enquiry?

We would recommend that you book an appointment in advance as this will assist us with our social distancing policy. However, should you visit the showroom without an appointment, please go to the main reception on arrival and ensure that you adhere to the 2-metre social distancing markers should you need to queue.

I would like to arrange a test drive. Is this possible with social distancing measures?

To ensure social distancing is adhered to, unaccompanied test drives can be arranged, subject to terms and conditions. The test drive will need to be pre-booked and we will require a test drive form to be completed, a copy of your driving licence and one other form of ID such as passport or utility bill to be provided in advance of the appointment. Test drives must be completed within 30 minutes and the person driving must: be over 21 years old, have full and valid driving licence which must have been held for at least 12 months, have no more than 6 penalty points on their licence in the last 3 years. The driver must not have been disqualified from driving in the last 3 years. Full terms and conditions can be provided by your relevant dealership and must be agreed prior to the test drive taking place.

If I arrange a test drive, will the vehicle be suitably sanitised?

We will ensure that our used cars and demonstrators are sanitised fully using specialist equipment prior to your test drive.

Can I reserve and buy a vehicle from you online?

Our used cars and vans can currently be reserved online for £99. This fee is fully refundable should you change your mind. Click here for full details. It is not possible to purchase the vehicle online fully at this time. We do however, offer a Click and Collect facility.

If I proceed with the purchase of a vehicle, what happens regarding the paperwork?

We will make every effort to ensure that physical paperwork is kept to a minimum. Wherever possible, relevant documentation will be sent to you via e-mail. Our sales executives will arrange to call you to thoroughly explain everything you need to know with regards to any paperwork sent. If you are financing a vehicle, some of our providers have the facility for the agreement process to be completed remotely. If you are required to visit the showroom however, you can be assured that the processes outlined above are adhered to and we will ensure that appointment times are as concise as possible.

If I proceed with the purchase of a vehicle, can I be sure that it is sanitised when I come to collect it?

Yes. All vehicles will be sanitised using specialist equipment prior to collection. Our dealerships will have designated handover areas where your vehicle will be parked ready for you to collect.

What are your opening hours?

To view our opening hours, please click here and select the relevant dealership.

What methods of payment do you accept?

We are able to accept cashless transactions including Switch/Delta or Connect Cards, Credit Cards and Company debit cards up to £1,000 per purchase. We also accept CHAPS/ Telegraphic Transfer; If you wish to pay by either of these methods, we will supply our bank details upon request. Please note, cash payments cannot be accepted at this time.

What documentation do I need to provide if I am purchasing a car with a finance agreement?

The following must be provided at least 72 hours prior to collection of your new vehicle:

  1. Your valid UK or EU (photo) driving licence (both parts of the EU photo licence are required), showing your current signature and address
  2. One of the following as proof of identity: Passport, cheque guarantee card, credit card, work security pass with photo.
  3. In addition, we also require one of the following as proof of address (must be dated within three months of vehicle delivery date: Gas or electricity utility bill, phone bill (not mobile). Please note that water bills and mobile phone bills are not accepted.
  4. Latest bank or credit card statement, dated within one month of vehicle delivery date.

All of the above are Finance Industry Standard requirements and are designed for your own protection. Please note, a facility fee may be charged by the finance company on your first payment and a purchase fee will be charged on your last payment.

Do you offer finance on new and used cars and vans?

Finance is available across the new and used car and van range. There are a number of finance solutions offered by selected finance providers. Please contact the sales department at your local Gates dealership. They will be happy to discuss your vehicle and budget requirements. Finance is subject to status. Gates act as a credit broker with regards to finance products and not a lender.

Can I part exchange my current car?

Yes, part exchanges are welcomed. We are able to provide instant online vehicle valuations, free of charge.

All part exchange vehicles are subject to an Experian check. All relevant documentation for your part exchanged vehicle must be supplied on or before the delivery of your new vehicle i.e registration documents, (V5C), MOT certificate and Service History.

Should you proceed with a vehicle part exhange, please be aware of the following important information: The transaction cannot and will not be completed without the vehicle registration document (V5C registration certificate), commonly known as the “log book", of the vehicle being part exchanged. This must be produced before collection of your new vehicle. Failure to produce this document may delay your new vehicle collection and will also affect the valuation that Gates have placed on it, as your vehicle is unsaleable without it. All spare keys, extended warranty documents and any accessories (i.e locking wheel nut keys) must be handed over to us upon collection of your new vehicle.

I have a private/cherished number plate. Can this be transferred to my new vehicle?

If your part exchange vehicle has a cherished number plate, then it is important to begin the process of putting this registration number on to a retention certificate as soon as the order for your new vehicle is completed. This will ensure that there is no delay to you taking delivery of your new vehicle and reduce the risk of you losing the plate. We are more than willing to complete the paperwork on your behalf; please ask your sales executive for more details.

Is "drive-away" insurance cover provided and if so, for how long?

This can be arranged by contacting Ford Insure. You will need to quote the relevant dealer code which can be obtained from your chosen dealership. You will be given a quote reference number and the cover note, valid for three days, will be e-mailed directly to Gates. This must be done at least 48 hours in advance of delivery.

Are your dealerships wheelchair accessible?

Yes. All of our dealerships are wheelchair accessible and have designated parking spaces.

Is parking available at the dealership?

Free parking is available at all Gates dealerships.

Your used vehicle purchase comes with the following benefits