COVID-19 | ALL OF OUR SERVICES CURRENTLY REMAIN OPERATIONAL FOR YOU

HERE'S OUR LATEST UPDATE

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COVID-19 UPDATE

PHEV

27 May 2020
A message from Eurig Druce, Managing Director, Citroën UK

EVEN @ DISTANCE – WE STAY CLOSE TO YOU

At Citroën UK, the health and well-being of our customers, Retailers and colleagues is our number one priority. Citroën and its network of Retailers will continue to respond to the latest guidance and advice from the World Health Organisation and UK Government with everyone’s health and well-being our primary concern.

Our intention remains to fully support the Government efforts to control the spread of the virus. In order to comply with the current guidance of ‘Stay Alert > Control the Virus > Save Lives’ policy our physical showrooms across the UK remain closed until 31st May 2020.

Following the Prime Minister’s announcement on 25th May, showrooms meeting our COVID-19 hygiene and safety procedures will reopen in England from 1st June.

We have introduced a number of protective measures to safeguard the wellbeing of our customers.  A demonstration of these measures can be seen in the video in our FAQ section below.

At Citroën, we are committed to keeping you mobile, safely and responsibly and continue to offer the throughout the UK:

Convenience – Reserve online with safe home delivery, or new click and collect option*
Confidence - Strict hygiene practices conducted by all staff
Support – New & Used Vehicle Finance options available to suit your needs
Peace of mind – Flexible finance is available on Servicing, Maintenance Repairs and even Accessories

A number of our Retailers are available to assist with the purchase of a new vehicle. Please submit an enquiry and we’ll be in touch to discuss your requirements.

In addition, our Retailers are also contacting all customers that are currently awaiting delivery of a new or used vehicle , to discuss and agree in advance appropriate and compliant delivery arrangements, including safe home delivery or new click and collect options*.

Citroën workshops remain open at a reduced level to cover the essential requirements as laid out by Government. This includes MOT, roadside recovery & breakdown, emergency repairs and importantly to provide a service facility for ‘Key workers’, providing loan cars if required.

In order to find your nearest Citroën workshop that is currently offering essential support, please click here. Please be reassured that our Citroën workshops nationwide are focused on providing the highest levels of sanitisation and distancing to protect all ‘key workers’ and employees. To view a demonstration of these measures, please see the FAQ section below.

If any ‘key worker’ has concerns about visiting their Citroën workshop for essential work, collection and delivery can be arranged respecting the necessary health protection procedures.

We remain digitally open to serve you and assist you with both new and pre-owned vehicles on Citroën.co.uk. On our website, you can configure your car, compare different specifications, look at and personalise finance quotations, and if you find the car for you, reserve it. We are now also able to offer safe and secure home delivery or click and collect options* in accordance with the UK Government’s defined social distancing & COVID-19 guidelines and protocols.  Please contact your local participating Retailer for further information.

If you have any concerns or questions please view our list of FAQs detailed below

As the country moves into this next phase in the fight against COVID-19, we ask for your patience while we work to continue to support you our customers.

Thank you,

Eurig Druce
Managing Director
Citroën UK

*restricted to participating retailers in England & Wales only

COVID 19 - FAQ’S

NEW CAR SALES

I have a new car on order, what will happen with my delivery?

Our intention is to fully support the Government efforts to control the spread of the virus. In order to comply with the latest ‘Stay Alert > Control the Virus > Save Lives’ policy our physical showrooms across the UK will remain temporarily closed for the moment. However, to ensure we can reopen safely when Government guidance allows, we have introduced a number of protective measures to safeguard the wellbeing of our customers.  A demonstration of these measures can be seen in the following video.

In the meantime, here at Citroën we are committed to keeping you mobile, safely and responsibly, with our new mobility promise:

In the meantime, at Citroën we are committed to keeping you mobile, safely and responsibly, with:

  • Convenience – Reserve online with safe home delivery, or new click and collect option*
  • Confidence - Strict hygiene practices conducted by all staff
  • Support – New & Used Vehicle Finance options available to suit your needs
  • Peace of mind – Flexible finance is available on Servicing, Maintenance Repairs and even Accessories

 

*restricted to participating retailers in England & Wales only.

 

 

I am interested in ordering a new car, how can I order if the dealer is no longer open?

Whilst our showrooms are temporarily closed, we remain digitally open to serve and assist you with both new and pre-owned vehicles. Just visit www.citroen.co.uk to browse our complete vehicle range at leisure, configure and personalise your car, have your part exchange valued, and even arrange the finance.

 

I have a product question related to my current vehicle, who should I speak to for advice?

You can search our online FAQs by keyword or browse topics on our products, vehicles or services by clicking here

If you need further assistance, your local Citroën dealer will be in the best position to help.

You can find the contact details of your local dealer by clicking here.

You can find a list of which Citroën dealer are open or closed during the Coronavirus situation by clicking here.

If local dealers are closed, or you have already been in contact with your local dealer and your query is still unresolved, please click here to see how you can get in contact with our Customer Care department.

 

What are the delivery timescales for new vehicles in light of the Coronavirus?

In order to comply with the latest ‘Stay Alert > Control the Virus > Save Lives’ policy our physical showrooms across the UK will remain temporarily closed for the moment.

A number of our Retailers are now available remotely and are on hand to assist with the purchase of a new vehicle. Everything will be arranged within government guidelines and fully respecting hygiene rules. Please submit an enquiry and we’ll be in touch to discuss your requirements

Our Dealers are also now contacting all customers that are currently awaiting delivery of a new or used vehicle , to discuss and agree in advance appropriate and compliant delivery arrangements including free home and delivery and new click and collect options*.

*restricted to participating retailers in England & Wales only.

 

If my new vehicle order is late with this affect the price and tax, and if so, how?

The purchase price of your vehicle will remain unchanged. However, if the vehicle is registered after the 31st March 2020, it may be subject to an increase in Vehicle Excise Duty.

 

My current lease is due to expire, what do I need to do?

Although our physical showrooms are closed, you can make contact with your local Citroën dealer using the contact details in the list below. Please contact them to ask for further advice.

If you are a PSA Finance Customer, more information may be found on the PSA Finance website here. 

 

I have a question about my finance payments, who should I contact?

For any questions relating to your finance payments, please contact your finance provider directly.

If you are a PSA Finance or Free2Move Lease Customer, please visit the PSA Finance website here or the Free2Move Lease website here.

 

I am in financial difficulty as a result of the Coronavirus Pandemic, what should I do?

For any questions relating to your finance payments, please contact your finance provider directly.

If you are a PSA Finance or Free2Move Lease Customer, please visit the PSA Finance website here or the Free2Move Lease website here.

 

I have a product question, (e.g. how do I work the sat nav) who should I speak to for advice?

Either contact your local Citroën dealer using the contact details found at the first link shown below, alternatively you can contact us on 0800 093 9393 or via our social media channels:

Customer Care - Click here

Facebook - Click here

Twitter - Click here

Instagram - Click here

 

 

 

MOTABILITY

If you have a question about your Motability lease, please visit the Motability website which has a comprehensive FAQ section here.

AFTERSALES

Work is due on my vehicle, can I visit the dealer, or should I delay the booking?

Where feasible, Citroën workshops intend in the majority of cases to remain open at a reduced level to cover the essential requirements as laid out by Government of MOT, roadside recovery & breakdown, emergency repairs and importantly to provide a service facility for ‘Key workers’, providing loan cars if required.  If you are not a key worker and your vehicle is due any service, maintenance or repair work please contact your local dealer who will be able to advise on the best course of action.  Please visit the link here to find your nearest Citroën Aftersales dealer.

 

Where is my nearest Citroën Aftersales dealer that is open?

Please visit the link here to find your nearest Citroën Aftersales Retailer.

 

What measures are being taken to limit the spread of the virus and ensure the health of customers/ staff?

Please be reassured that our Citroën workshops nationwide are focused on providing the highest levels of sanitisation and distancing to protect all ‘key workers’ and employees.  To help with social distancing, we ask you to adhere to the agreed drop off & collections times, which will help us to ensure you can maintain a safe distance from our staff & other customers.

 

 

My MOT is due, can this work still be carried out? 

If your MOT is due to expire before 30th March 2020, you should book your vehicle in for an MOT at your local Citroën dealer.

If your MOT is due to expire on or after 30th March 2020, your MOT will automatically receive a 6 month MOT exemption, as detailed on the Government website here.

It is however important that you keep your vehicle safe to drive and if you need any help checking your vehicle, please contact your local Citroën dealer.

 

My service is due, can this work still be carried out? 

In light of the recent Government instruction’s Citroën will increase the Service Schedule tolerance by up to 3 months / 1800 miles, to cover any cases where vehicles cannot be serviced in accordance with the original service schedule. Please ensure you contact your local Citroën Dealer to arrange for it to be serviced within the increased Service interval tolerance.

 

What happens if I need warranty work to be completed, but I am not able to visit the Dealer?

In light of the recent Government instructions, Citroën have increased the warranty period tolerance. All manufacturing defects identified during the COVID-19 lockdown period which cannot be completed before the warranty expiry date will be honoured up to 1 month after the lockdown period announced by the Government has ended.. Please ensure you contact your local Citroën Dealer to arrange for it to be repaired under warranty within the tolerance period.

 

Will my warranty be affected if I do not get my service/ repair done?

In light of the recent Government instruction’s Citroën will extend the Service Schedule by up to 3 months / 1800 miles, providing you meet this extended service schedule your warranty is not affected.

 

I am due to take delivery of my New Citroën, I am unable to use the vehicle and I will lose a proportion of the warranty.

For all new vehicles delivered during the lockdown period where no extended Warranty contract has been obtained, the Contractual Warranty start date will be revised to the end of the lockdown period (date to be announced by the Government).

 

How can I get my car to you?

You can either drop the vehicle off at a pre-agreed date and time and arrange its collection at a later date or in some circumstances we may be able to offer a delivery and collection service depending on driver availability.

 

Will you clean my car if it’s been with you?

We are offering a reduced level of service, so a full valet may not be available, however we will ensure your vehicle is protected whilst it is in our care & full Personal Protection Equipment will be made available to both you & your vehicle.

 

Will a courtesy car be made available for me when work is being carried out on my vehicle?

If you need mobility whilst your car is being worked on a courtesy car can be arranged for you. However, due to the current customer demand for this, there is an extended lead time for this service. Please confirm you need a courtesy car when booking your appointment.

 

My service contract has expired/ is due to expire, what should I do?

If you have a Citroën Service Plan, Citroën will extend the Service Schedule to up to 3 months / 1800 miles, to cover any cases where vehicles cannot be serviced in line with the original service schedule. Please ensure you contact your local Citroën dealer to arrange for it to be serviced within these extended Service intervals.

 

I have a question on my Service Contract, who should I speak to?

Please contact the Service Contract Administrator detailed on your Service Contract if you have any specific questions.

 

Can I drive my vehicle if work is required on it or a warning light has appeared on my car, but I cannot get it booked in with the repairer?

This will depend on what work is required on the vehicle.  Please contact your local Citroën dealer.

 

Is COVID 19 going to delay work being carried out on my vehicle?

Where feasible, Citroën workshops intend in the majority of cases to remain open at a reduced level to cover the essential requirements as laid out by Government of MOT, roadside recovery & breakdown, emergency repairs and importantly to provide a service facility for ‘Key workers’, providing loan cars if required.  If you are not a key worker and your vehicle is due any service, maintenance or repair work please contact your local dealer who will be able to advise on the best course of action.  Please visit the link here to find your nearest Citroën Aftersales dealer.

 

Are there any delays to parts supply?

The supply chain remains in place to ensure our Parts are delivered where they are needed.

This is operating at a reduced level, but it is our intention that we will not incur additional lead times for most orders. If your vehicle is less than 7 years old, your dealer is able to provide a mobility solution, in cases where the part is delayed.

 

I need to take my vehicle in for diagnosis but I’m concerned about face to face contact?

Please be reassured that our Citroën dealers nationwide are focused on providing the highest levels of sanitisation and distancing to protect all ‘key workers’ and employees.  To help with social distancing, we ask you to adhere to the agreed drop off & collections times, which will help us to ensure you can maintain a safe distance from our staff & other customers.

 

Is the breakdown service I have with you still available?

If your Citroën vehicle has Citroën Accident Assistance this will be honoured 24 hours a day. Citroën use the RAC for premium breakdown service refer to this website here to see how they are responding to COVID-19

 

My vehicle has a recall, what should I do?

If your vehicle requires a safety related rework, please contact your local Citroën dealer with your registration number at hand and they can advise you on the best course of action.

I have a product question related to my current vehicle, who should I speak to for advice?

You can search our online FAQs by keyword or browse topics on our products, vehicles or services by clicking here.

If you need further assistance, your local Citroën dealer will be in the best position to help.

You can find the contact details of your local dealer by clicking here.

You can find a list of which Citroën dealer are open or closed during the Coronavirus situation by clicking here.

If local dealers are closed, or you have already been in contact with your local dealer and your query is still unresolved, please click here to see how you can get in contact with our Customer Care department.

USED CARS

Are you still selling used cars?

Whilst our showrooms are temporarily closed, we remain digitally open to serve and assist you with both new and pre-owned vehicles.

Visit the site here

Can I still collect the used car I have bought?

In light of the Government’s latest instructions all of our dealer sales departments for both new and used cars will be closed until the end of the shutdown period.  Our dealers will be contacting all customers that are currently expecting delivery of a new or used car.

What about my current car you have agreed to take as part-exchange?

In light of the Government’s latest instructions all of our dealer sales departments for both new and used cars will be closed until the end of the shutdown period.  Our dealers will be contacting all customers that are currently expecting delivery of a new or used car.

FLEET STATEMENT

FLEET SALES: The Citroën Fleet account management team continues to be available (albeit working at home) and will look to support our National Fleet (50+ vehicle) customers. For Fleet managers and Fleet management teams, please contact your Corporate Sales Manager or Leasing and Rental Manager (details on the website). For business car users, please contact your company/leaser fleet support team for guidance.  

ESSENTIAL SERVICES: If you are an 'Essential service' organisation (as defined by UK Government guidance), are utilising Citroën vehicles and you have operational issues with the vehicle, we want to help. If you are a fleet manager/downtime team and cannot find support through your normal aftersales channels, please contact PSAfleet@mpsa.com and we will assist. If you are a vehicle end user, you will need to contact your organisation’s fleet management team for guidance. 

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