Customer Journey Map (V8 05/01/2026)
Initial enquiry
We explain our role as a credit broker, the lenders we work with, early commission disclosure, and obtain explicit consent before submitting any finance application. We gather detailed information about your needs, preferences, budget, mileage, and any vulnerabilities.
Quotation
We provide a clear, layered quotation including pricing, fees, exact commission amounts, vehicle specifications, finance product explanations, and options available. All communications are designed to be easy to understand.
Commission disclosure & consent
Before any finance proposal, we provide a standalone commission disclosure document detailing the exact commission we will receive. Your explicit consent is required to proceed.
Proposal
You complete a secure finance application. We support you through the process, collect only relevant information, and ensure suitability and affordability. Vulnerability considerations are applied throughout.
Approval & order
Once approved, we provide a suitability statement, issue your vehicle order form, and arrange your finance documents. We ensure full understanding of all terms before continuing.
Updates & tracking
We provide regular updates on your vehicle status, anticipated delivery timeframes, and any required customer actions. Communication is proactive and designed to prevent foreseeable harm.
Delivery
We confirm delivery details, support you through vehicle inspection, explain delivery mileage, and handle any issues promptly.
After delivery
Your Account Manager will follow up after delivery to ensure satisfaction and to answer questions. We log feedback to continually improve outcomes.
Mid & end of contract support
We conduct yearly check-ins, monitor mileage, reassess suitability, assist with extensions or replacements, and help minimise charges.
Complaints
We provide clear complaints channels and use trend and root-cause analysis to improve customer outcomes.
Cancellation policy
Before delivery: you may cancel any time without charges.
After delivery: early termination follows lender terms; we help you understand implications.
Cooling-off: where applicable, we explain rights and assist throughout.
How to cancel: contact your Account Manager via email or phone; cancellations are confirmed in writing.
Changes in circumstances
Notify us immediately to reassess your suitability.