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Temporary Business Closure: Frequently Asked Questions

We understand that in response to the CVID-19 pandemic, you may have questions or concerns regarding your vehicle requirements. Below are some FAQ's which you may find useful. ​

I had an existing Service/MOT/Repair booking at a Gates dealership prior to the temporary closures. What should I do?

Most of our service departments are now taking bookings for Service, MOT and essential repairs. If you had a booking prior to our dealership closures, our team will endeavor to contact you shortly with a view to rebooking.

Are all of your service departments now open?

Te service departments at our FordStore locations in Harlow, Stevenage and St Albans along with dealerships in Enfield, Woodford and Bishop's Stortford are now open however, this is by strict appointment only. To make a booking, please contact us. Hertford and Potters Bar remain closed for the time being.

What about your showrooms? When will they be re-open?

Our showrooms currently remain closed however, we are working hard behind the scenes to prepare for re-opening. We hope to have a further update with regards to reopening our sales departments soon.

My MOT is due to expire shortly. What should I do?

The Driver and Vehicle Standards agency have announced that any MOT’s due after 30th March 2020 will receive a six-month extension due to this unprecedented situated. Full details can be viewed here. Once it is safe to do so, our service departments will re-open and we will endeavour to book your vehicle in for MOT prior to the revised expiry date.

My vehicle is due for a scheduled service. I am concerned that delaying the service will invalidate my warranty.

Ford normally allow an additional 1 month or 1,000 miles (whichever occurs first) over and above their scheduled servicing guidelines. However, in light of such exceptional circumstances, the 1 month tolerance is suspended however, the mileage guideline should remain at 1,000 miles. Customers who had an outstanding service booking prior to our dealership closures will be re-booked as a priority once it is safe for our dealerships to re-open. Should a warranty-related concern arise, we would liaise with Ford directly, particularly if we were unable to fulfill your intended service booking.

I need a repair carried out under warranty but my warranty is due to expire shortly. Can the repair be carried out in time?

Usually, a warranty repair will need to be carried out within 14 days of the expiration date if reported in the warranty period. However, due to the current exceptional circumstances, you will need to report a necessary repair within your warranty period and the work will need to be completed by 31st May 2020.

Will there be a freeze on Service Plan payments during the COVID-19 Outbreak?

Direct debits are administered by EMaC. Please contact EMaC directly if you would like to discuss payment deferral. Please be aware however, that when your service is due, there may be a shortfall as the payments are spread over an agreed time-frame.

I bought a Ford vehicle from you and pay monthly to a finance provider. Is it possible to defer payments during the COVID-19 outbreak?

With regards to vehicle finance, we would advise that you speak directly with your finance provider.

Ford Credit have introduced measures to assist customers leasing or financing a vehicle with them during the coronavirus outbreak. It is recommended that you contact them directly to discuss your individual circumstances. They can be contacted by phone on 0345 712 5490. Alternatively, click the links below for more information.

Contact Ford Credit

Contact Ford Lease

If you have the FordPass App, you can use the "Account Manager" tool which will enable you to access and amend information directly from your mobile phone.

Other finance provider contact details are as follows:

Alphera: Please e-mail customer.accounts@alphera.co.uk or call Customer Services on 0370 505 0125

Black Horse: 0344 824 8888

Motonova: 0333 200 0030

I have purchased a vehicle from you and need to arrange collection. What should I do?

In line with the latest Government guidelines, all Ford showrooms have now closed. We are therefore unable to arrange delivery at this time. As soon as our dealerships re-open, you will be contacted as a matter of priority and your delivery will be arranged as soon as possible.

Should you have a question that has not been answered here, then please do not hesitate to e-mail us: stayathome@gates.co.uk. We will respond to your enquiry as soon as we possibly can.

For the latest Government advice with regards to the COVID-19 situation, please click the link below.

View Government advice