DEALING WITH CITROËN UK
1. CITROËN UK WEBSITE ROLES AND RESPONSIBILITIES
The website www.reserve.citroen.co.uk (“Citroën UK Website”) is the website of Citroën UK Limited (“Citroën UK”), which is operated by it on its own behalf and on behalf of Citroën UK’s Dealers (each a “Dealer”). You may use the Citroën UK Website to configure, tailor your finance package (as described in Section 8, below), receive a quotation and/or reserve a new vehicle. You are able to save any quotation provided to you through the Citroën UK Website as you go along. The Citroën UK Website, vehicle configuration tool and representative example is provided by Citroën UK, but should you decide to save or progress any representative example/quotation, consider finance options and/or reserve a new vehicle you will have the ability to choose which Dealer you would like to deal with.
Citroën UK’s role is to take you through the vehicle configuration, finance configuration and assist you in building a quotation for a new vehicle, which is the stage before the online reservation process. Citroën UK is acting as a credit broker and will introduce you to PSA Finance UK Limited (“PSAF”). PSAF is the lender. Using the Citroën UK Website, you can choose a Dealer (“your Dealer”). We will make the full list of eligible Citroën UK Dealers available for you to select from however, so you can easily find the Dealers near you, if that is convenient for you, and we will highlight those Dealers nearest in location to your home address/postcode.
Your Dealer’s role is also to enable you to make a reservation for a new vehicle if you wish. Your reservation will include a finance configuration, based on one of your Dealer’s finance packages (as detailed in section 8, below). Your Dealer acts as the credit broker in respect of the finance agreement, and PSAF is the lender.
The online reservation process is the only way by which you can reserve, configure and/or finance any new vehicle identified in section 2, below. If you do not wish to continue using the online process at any time, please speak to one of the advisors at your Dealer who may help you through the online reservation process.
2. CITROËN UK VEHICLES
The vehicles available to reserve through the Citroën UK Website are those specific models of vehicles in respect of which a reservation facility is provided on the Citroën UK Website whether from Citroën UK’s current manufacturable range or as identified as a vehicle to be added to the Citroën UK’s manufacturable range, and may be built to order according to your configuration.
The images of the vehicles and the size and dimension icons and indicators on the Citroën UK Website are for illustrative purposes only. Although Citroën UK has made every effort to display the sizes and colours of Citroën UK vehicles, accessories and trim accurately, Citroën UK cannot guarantee that any PC, laptop, tablet or phone will display the sizes or colours accurately to reflect the actual size or colour of the vehicles. Your new vehicle may vary slightly from those images.
However, Citroën UK reserves the right, whilst preserving the essential characteristics of the models described, to introduce at any time modifications, changes of details, equipment or accessories.
The images of the vehicles may not include all the exterior options made available to you via the vehicle configurator for your new vehicle. If you require further information in respect of such exterior options, please contact Citroën UK.
If your configured vehicle includes ConnectedCAM (being Citroën UK’s on-board webcam technology) terms and conditions will apply. Please contact your Dealer for further details or to discuss this functionality.
3. RESERVATION PROCESS
You may reserve your configured vehicle by clicking “Reserve your Citroën” button, after payment of a reservation fee – see section 4 below. If you reserve a vehicle on the Citroën UK Website you are not making an offer to purchase a vehicle.
Your Dealer’s acceptance of your vehicle reservation will take place once they have confirmed it when meeting with you at your appointment with them (as referred to in Section 4, below). If your Dealer is unable to accept your reservation, they will inform you, and facilitate the refund of your reservation fee. This might be because the vehicle is out of stock, Citroën UK or your Dealer has identified an error in the price or description of the vehicle or for any other reason.
We will assign a personal reference to your reservation which will be included in the email sent to you confirming that your Dealer accepts your reservation. It will help if you can tell your Dealer, as applicable, your reservation number whenever you contact your Dealer about your reservation.
Please note by submitting a reservation on the Citroën UK Website you are not submitting an order for or offering to purchase a vehicle from your Dealer, and your Dealer’s acceptance of your reservation does not form a contract for the sale and purchase of a vehicle between you and your Dealer. If you wish to order your reserved vehicle you will need to book an appointment to visit your Dealer, where your Dealer will be happy to progress your reservation (as described in Sections 4 and 5, below).
4. RESERVATION FEE
Where you reserve a vehicle through the Citroën UK Website your Dealer will ask you to pay a refundable reservation fee of £99 in full and cleared funds. This will be returned to you in full, whether you decide to order the reserved vehicle or not.
Any card payment that your Dealer takes from you via the Citroën UK Website will be directed through a secure portal and your card details will not be stored by your Dealer or Citroën UK. Any refund (of the reservation fee or that you may otherwise be owed) will be made via the same secure payment portal and to the same card that you used to pay with. If your card has been cancelled, expired or has otherwise changed, please inform us immediately. If you fail to do this and a refund is made to your original card, you may need to coordinate with your bank or your payment services provider to obtain your refund.
Any refund (of the reservation fee or that you may otherwise be owed) will be made to the same card that you used to pay with. Your refund of your reservation fee will be made within 28 days of the date you order your new vehicle or cancel your reservation.
Please note that the Dealer will only accept payment via UK credit or debit card. Your Dealer will not accept payment via pre-paid cards or any other payment methods including but not limited to Apple Pay and/or PayPal. You confirm that you are authorised to use the payment method that you provide to make payment. Citroën UK, and/or your card issuer, may carry out security checking to confirm that this is the case. Citroën UK will not pay interest on your reservation fee, in any circumstances.
Subject to the exact configuration of your new vehicle, if you go on to successfully order your new vehicle, the timing for delivery of your new vehicle will be allocated chronologically, based on the date you reserved your vehicle. The date you reserve your new vehicle will be used to progress any subsequent order for that vehicle submitted by you to your chosen Dealer, following the process set out in Sections 5 and 6, below.
5. AFTER YOU HAVE MADE A RESERVATION
If you successfully reserve a vehicle on the Citroën UK Website, you will receive an email confirming receipt of your reservation and you will be contacted to book an appointment at your Dealer to discuss next steps including vehicle purchase.
Appointments are subject to availability at your Dealer. If you are unable to attend your appointment, please let your Dealer know. Appointments can be cancelled either in person at your Dealer or by calling 0800 023 4000.
If you have reserved a vehicle or saved a quotation on the Citroën UK Website please bring your personal reference with you to your appointment. You must keep your personal reference secure and must not share it with any other person.
6. ORDERING A NEW CITROËN
At your appointment with your Dealer, you may order your reserved vehicle by submitting an order form to your Dealer. By ordering a vehicle, you are making an offer to enter into your chosen finance package, subject to the finance terms and conditions set out in Section 8 below, the terms of your finance agreement, as updated from time to time subject to these terms and conditions, your Dealer’s new vehicle order form and associated documentation, as updated from time to time.
Your ability to submit an order for your new vehicle is subject to status, eligibility and credit checks, which will be discussed with you at your Dealer appointment.
Please note that any vehicles ordered from your Dealer are for delivery in the UK only.
7. CITROËN UK WEBSITE PRICING
When you configure a vehicle through the Citroën UK Website, you will be provided with information about the price of your vehicle at different stages of your online journey. We will not be responsible for pricing, typographical, or other errors if such error is obvious, unmistakable and could reasonably have been recognised by you as a mispricing.
At the start of your journey, the price displayed against your selected vehicle will always be based on the Manufacturer’s Recommended Retail Price. We refer to this as the “OTR price”.
Your Dealer may offer a further contribution or discount to the OTR price, so the price presented to you by your Dealer may be different from the price set out in your reservation summary and/or the price displayed at the start of or throughout your online journey.
In addition, Citroën UK may also offer you a manufacturer’s contribution to your deposit for a vehicle (as may appear in your quotation).
The price that you actually pay for your new vehicle will only ever be the lower of the OTR price or less or the quoted price or less.
8. DEALER FINANCE PACKAGES
Elect 3 Personal Contract Purchase
Elect 3 is a finance solution designed to allow you to change your Citroën every two or three years with monthly payments structured to meet your budget. An initial deposit is paid of between 0% and 40% of the vehicle price, followed by fixed monthly payments over 36 months. Citroën UK will agree with you an estimated annual mileage band, between 6,000 and 30,000. This will determine the Guaranteed Future Value (GFV) of your vehicle so that at the end of the agreement you just choose one of the following options:
1. Make the optional final payment and become the proud owner of your car
2. Return the car to us with nothing more to pay*
3. Part exchange it for a new Citroën car, using any equity as a deposit in a new Elect 3 agreement.
*subject to any arrears, damage charges and/or excess mileage charges.
Your Elect 3 package will also include payment waiver, where we may (subject to certain conditions) waive up to 6 monthly instalments if you are made redundant through no fault of your own.
Citroen UK Limited is acting as a credit broker and will introduce you to PSA Finance UK Limited who is the lender. Finance available from to PSA Finance UK Limited, written quotations available on request from PSAF subject to status. Over 18’s only. Excess mileage charges will apply if you exceed the agreed annual mileage. A guarantor may be required. Terms and Conditions apply. PSA Finance UK Limited, Quadrant House, Princess Way, Redhill, Surrey, RH1 1QA.
Citroën SimplyDrive is a finance solution designed to offer customers a finance option that provides 3 years of motor insurance^, routine servicing, roadside assistance, warranty and road fund licence, all included in one fixed monthly payment. Citroën SimplyDrive is funded on Elect 3 Personal Contract Purchase. At the end of 3 years you then have the option to enter a new agreement on another new vehicle or choose another end of agreement option.
An initial deposit is paid of between 0% and 40% of the vehicle price, followed by fixed monthly payments over 36 months. Citroën UK will agree with you an estimated annual mileage band, between 6,000 and 30,000. This will determine the Guaranteed Future Value (GFV) of your vehicle so that at the end of the agreement you just choose one of the following options:
1. Make the optional final payment and become the proud owner of your car
2. Return the car to us with nothing more to pay*
3. Part exchange it for a new Citroën car, using any equity as a deposit in a new Citroën SimplyDrive
* subject to any arrears, damage charges and/or excess mileage charges.
Your Citroën SimplyDrive package will also include payment waiver, where we may (subject to certain conditions) waive up to 6 monthly instalments if you are made redundant through no fault of your own.
Individual profiles will vary and are dependent on the age of the youngest drivers, postcode and vehicles insurance group.
^Minimum age 18 with Telematics, otherwise 21, 25 or 30 on selected models, maximum age 75. Policyholder must have a minimum of 2 years NCD to use on the vehicle and all drivers must meet eligibility criteria including minimum 2 years’ full UK licence or with Telematics drivers are required to install the Telematics Box & consent to Data capture & transmission to qualify for insurance and all drivers must hold a full UK licence. Insurance subject to cancellation if you receive four warnings for poor driving. For all drivers, limits on claims/convictions and excesses apply. 3 years motor insurance is provided and underwritten by U K Insurance Limited.
The costs of insurance, servicing and Roadside Assistance are included within the monthly cost of Citroën SimplyDrive, but are provided on a monthly pay-as-you-go basis and can be cancelled at any time without penalty or affecting the remainder of the Citroën SimplyDrive contract. Excesses apply. 3 years motor insurance is provided and underwritten by U K Insurance Limited, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Finance subject to status. Over 18s only. Guarantee may be required. Excess mileage charges apply, terms and conditions apply, finance provided by and written quotations available from PSA Finance UK Limited RH1 1QA.
Citroen UK Limited is acting as a credit broker and will introduce you to PSA Finance UK Limited who is the lender.
If you're looking to own your vehicle and need a flexible package to fit your budget, Hire Purchase is an option. You can do it in four steps with our Purchase Plan, choose the size of your deposit from 10-50% of the vehicle price, agree on a term (between 12 and 48 months) that best suits your budget, we'll calculate an affordable, fixed monthly payment for you. You drive away in a brand new Citroën. And when you make your final payment, the car is yours.
Our feature Payment Waiver included with our Purchase Plan will give you greater protection and security by helping to cover your finances against unforeseen circumstances.
Citroen UK Limited is acting as a credit broker and will introduce you to PSA Finance UK Limited who is the lender. Finance available from PSA Finance UK Limited, written quotations available on request from PSAF subject to status. Over 18’s only. Excess mileage charges will apply if you exceed the agreed annual mileage. A guarantor may be required. Terms and Conditions apply. PSA Finance UK Limited, Quadrant House, Princess Way, Redhill, Surrey, RH1 1QA.
The quotations available on the Citroën UK Website are valid for 14 days from date on which you create the quotation. All quotations available on the Citroën UK Website are however subject to status at the time you place your order for your new vehicle during your appointment with your Dealer (including being subject to the final valuation for any applicable part exchange vehicle). As such, your quotation at the time your new vehicle is available to order and/or the time you actually submit your order may differ from the quotation available to you on the Citroën UK Website and/or at the time you place your new vehicle reservation.
9. PART EXCHANGE ARRANGEMENTS
You may use our website to obtain an indicative part exchange valuation of your existing vehicle. You could apply the equity funds towards your deposit for your new vehicle. Please note that there are limitations on the amount you can pay as a deposit towards your new vehicle, which can range from 0 – 40 % of a vehicle’s purchase price depending on the type of finance arrangements which you select.
The part exchange valuation provided by the Citroën UK Website is indicative of the likely valuation, is not guaranteed, is not binding on Citroen UK or any Dealer and may be subject to change. The valuation will be finalised by your Dealer when your vehicle is inspected during your appointment with your Dealer. We or your Dealer may also offer a further contribution towards your existing vehicle. The equity from your existing vehicle payable towards your new vehicle may therefore be different from any initial indicative valuation.
If you part exchange your existing vehicle, we will require proof that you are the only owner of it and an HPI check will be carried out to confirm ownership and history of the vehicle. If there is any outstanding finance on your existing vehicle, you will need to ensure that information submitted by you to us relating to your existing finance is accurate and up to date and provide us with all relevant details including the contact details of your existing finance provider.
As part of your part exchange, you may be offered the option to receive cashback. Please note there are limitations on the value of the cashback we may offer you. If circumstances change and/or the valuation of your vehicle changes, for any reason whatsoever, the amount of and/or your eligibility for cashback may change.
11. ACCEPTABLE USE AND SECURITY
You agree that you will only access the Citroën UK Website for the purposes set out in these terms and conditions, and Citroën UK Automobiles’ and Dealer’s https://www.citroen.co.uk/legal. You may only use the Citroën UK Website for lawful purposes.
Where you make any payment online in connection with any reservation, your payment details will be transferred direct to Citroën UK third party provider payment portal (or any equivalent replacement from time to time) on a protocol for a secure communication.
You may wish to save your vehicle and/or finance configurations and/or quotations and update/or change your personal details. To access these saved quotations and/or your personal details on the Citroën UK Website you will need to follow the link provided to you via email or visit your chosen Dealer.
Your saved quotations will be valid for 14 days from date on which you create the quotation and available for you to reserve from the date you save your vehicle and/or finance configurations (subject to status and the final valuation for any applicable part exchange vehicle).
12. CHANGES TO YOUR RESERVATION
If you wish to make a change to your vehicle, or change your chosen Dealer, after making your reservation please contact Citroën UK on 0800 023 4000. Please note that if you wish to change your chosen Dealer we may need to cancel your reservation and ask you to submit a new reservation making reference to your newly chosen Dealer.
13. CANCELLATION OF YOUR RESERVATION
Please read the following text carefully.
If you change your mind about a reservation for a vehicle that you have placed online, you can cancel your reservation at any time. Please contact Citroën UK on 0800 023 4000 as soon as you change your mind. You will not be charged for the vehicle and any money that you have paid by way of reservation fee will be refunded.
14. OUR LIABILITY TO YOU
If we do not comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching any term or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract is made, both Citroën UK and you know it might happen, for example, if you discuss it with Citroën UK and/or your Dealer before you place your reservation.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your consumer rights in relation to the vehicle.
Unless as set out in your relevant finance quotation, vehicles available to reserve on the Citroën UK Website are for domestic and private use only. If you use any vehicle reserved via the Citroën UK Website for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15. HOW CITROËN UK WILL CONTACT YOU AND HOW YOU CAN CONTACT CITROËN UK
Where you place a reservation via the Citroën UK Website, telephone agents will be available during the hours of 8.30am and 10.00 pm on weekdays and 9.00am to 10.00pm on Saturdays and Sundays (excluding bank holidays) and telephone agents will be available during the hours of 8.30am and 7.00 pm on weekdays and 9.00am to 5.00pm on Saturdays and Sundays (excluding bank holidays) to assist you with any questions or comments about the vehicles, finance packages or reserving your vehicle. Please note that these services may be provided by Citroën UK’s sub-contractors. You are also able to raise queries or questions via the live chat facility on the Citroën UK Website. If you have a query or complaint about the Citroën UK Website in respect of any aspect of the journey please contact our customer care centre at Citroën UK Contact Centre, Citroën UK , Pinley House, 2 Sunbeam Way, Coventry, CV3 1ND.
Any queries or complaints that relate solely to your finance agreement should be addressed in the first instance to PSAF. The complaints processes for PSAF will be clearly set out in the paperwork provided to you by your Dealer.
16. OTHER TERMS
Citroën UK may transfer its rights and obligations under these terms to another organisation.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if Citroën UK delay in enforcing these terms and conditions, Citroën UK can still enforce them later. If Citroën UK does not insist immediately that you do anything you are required to do under these terms, or if Citroën UK delay in taking steps against you in respect of your breach of any of these terms, that will not mean that you do not have to do those things and it will not prevent Citroën UK taking steps against you at a later date.
Any changes Citroën UK may make to these terms and conditions in the future will be posted on this page. The new terms and conditions may be displayed on-screen and you may be required to read and accept them to continue your use of the Citroën UK Website.
These terms and conditions are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
17. ALTERNATIVE DISPUTE RESOLUTION
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how Citroën UK, Dealer or PSAF have handled any complaint, you may want to contact the alternative dispute resolution providers Citroën UK and Dealer use.
You can refer a dispute to Motor Ombudsman Limited (“Motor Ombudsman”). Further details can be found at https://www.themotorombudsman.org/ or alternatively you may wish to contact their advice line on 0800 692 0825. Where the dispute relates to any financial services, then you can refer it to the Financial Ombudsman Service (“FOS”). Further details can be found at http://www.financial-ombudsman.org.uk/ or if you prefer to speak to someone you can call 0300 123 9123 or 0800 023 4567. Neither Motor Ombudsman nor the FOS will charge you for referring a dispute and if you are not satisfied with the outcome you can still bring legal proceedings.
In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.