Situation Update Page

Added: 23 March 2020


Many thanks to our team members and customers for their continued support during this difficult time. We also want to extend our thanks to the efforts of the Emergency Services and other key workers who are extremely busy and putting their lives on the line.

It is with regret that we have temporarily closed our Sales Divisions at Grays and Galleywood until further notice.

Our Mobile Service van will still be available to assist business fleets and our parts department are availalble to support parts requirements. We are also very proud to be supporting the 
AAH fleet during this difficult time - the UK's leading distributor of pharmaceuticals, healthcare products and services to pharmacy, hospitals and dispensing doctors.

We would like to advise all of our customers that we will respond promptly to emails, telephone calls and chat enquiries through our website and will endeavour to assist you wherever possible. Our opening times will be subject to change over the coming weeks, however we will try and maintain support on Monday - Friday between 10am - 4pm.


COVID-19 Business Impact Update

The recent government changes surrounding guidelines for dealing with COVID-19 have had an impact on some of our services, please see below for updated information:

New Car Sales: Online Contact Only

Used Car Sales: Online Contact Only

Aftersales (/Service): Limited to Mobile Servicing

Parts: Available via the UK Ford Parts Network (http://www.ebaystores.co.uk/rates-ford)




FAQ


Q: I am worried about being able to meet my finance obligations, what can you do to help? 

A: While we work with lenders we cannot discuss specific finance agreements, you would need to talk to your finance provider on the number below. If you explain the situation they will be able to provide some guidance for you. 

Ford Credit Support: Visit https://www.ford.co.uk/finance/support/contact-us or call 0345 712 5490.  (Monday to Friday 9.00am to 5.15pm and Saturdays 9.00am - 1.00pm.)

Black Horse Finance Limited: Visit https://www.blackhorse.co.uk/contact/Money-Worries or call 0344 824 8888

Alphera – Visit https://alphera.co.uk/content/contact-us or call 0370 505 0125


Q: What are your opening times at the moment? 

A: Right now our dealerships are closed until further notice. This means our Sales and Service departments are not open to the public, however many of our team are working from home and are still able to provide support for our customers. You can find a list of contact details for our team here.

Our Parts department are still offering deliveries as usual - if you require Ford Parts please visit our parts store here. Please note they cannot currently accept returns. 

We are still able to provide support for business fleets with our Mobile Service van and in some cases we are able to support key workers if they have emergency requirements. Please contact us directly for more information. 

We are aiming to provide full support Mon-Sat from 10am - 4pm but we may have to change this depending on how the situation develops. 


Q: I have a Service/MOT/Repair booking at Rates. What should I do?

A: As we have taken the decision to close all of our dealerships, we regret that we are unable to fulfill any bookings made prior to closure. The dealerships will re-open when it is safe to do so and at this point, all customers who had a booking with us will be contacted accordingly.


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

A: 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.


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

A: 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 please email info@rates.co.uk for more information.


Q: The Government have stated that garages can remain open to carry out Service, MOT and repairs. Why have you taken the decision to close?

As a business, we have a responsibility to protect our staff and our customers. We have been closely monitoring Government advice with reference to the Coronavirus and further to consultations with our staff, we took the difficult decision to close our Service Department temporarily and to provide servicing via our Mobile Service Van only.


Q: I need to make a booking in the near future – do you know when your Service Departments will re-open?

A: The health and well-being of our customers and staff are our main priority. We will be following the latest Government advice and as soon as it is safe for us to do so, we will re-open however, currently we are unable to say when that will be.


Q: Will the UK Roadside Assistance Service be available while your dealership is closed?

If you have Ford Roadside Assistance, this will continue to operate as normal. In the event of a UK breakdown, please call Ford One Call on 020 3564 4444. Full details, terms and conditions will be outlined on the correspondence received when the policy commenced.


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

A: 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. 


Q: My Motability contract is coming to the end, can I still order a new car?

A: Currently Motability are not taking any new applications until further notice.  If your contract is nearing the end, Motability will extend your current contract automatically for a further 6 months