Frequently asked questions

Frequently asked questions

Please find below the most common questions we get asked. If you have a question and it is not answered below please email and we will add your question and our answer to the list below and notify you when it has been answered.

Q. Do you guarantee work undertaken to my vehicle?
Yes, for a minimum period of 24 months, or the remainder of the manufacturer’s warranty. 

Q. Why can delays arise during repairs?
The insurance company engineer may need to inspect the vehicle. Additional parts may be identified during the course of repairs beyond the original estimate.  

Q. What payments am I responsible for before my car is returned?
Contributions (on occasions the insurance company may charge for the replacement of worn items e.g. tyres, exhausts etc.).
VAT if you are registered.
Damage of courtesy car (if applicable).
Additional private work as requested and agreed.
Any costs under the Road Traffic Acts (eg. fines).
NB Contributions and excess payments are determined by your insurance company and should be discussed with them if you have any concerns.

Q. What happens if the insurance company does not approve all items of repair?
We are only able to undertake the work approved by the insurance company’s engineer and other repairs would need to be subject to a private invoice. If you are unhappy with the engineer’s decision it is important that you contact your insurance company immediately.

Q. Can I choose when I have my car delivered?
We will try to provide an indication of morning or afternoon delivery. The courtesy car must be available to us at all times.

Q. Who is responsible for damage to courtesy cars provided by Howard Basford?
Your own insurance policy is used for the courtesy car and you are responsible for any excess payments.

Q. Is there any charge for the courtesy car?
No. The vehicle is subject to a pre-delivery inspection but you must check oil, water, lights and tyres daily.

Q. Can I use the courtesy car for holidays, courses, or extended travel?
No. Unless it is agreed that the duration of repair would be for a period beyond your expected return date.

Q. What do I do if my courtesy car breaks down?
Telephone your Howard Basford branch and they will provide detail for breakdown assistance.

Q. What fuel do I use, and is a refund available for unused fuel?
All our cars use unleaded petrol and no charge or refund is raised in respect of fuel.

Q. Who can drive the courtesy car?
The same conditions as your existing policy apply.