Frequently Asked Questions

Who to contact?

I want to buy a car and have some queries?

You can talk with any one of our Angels in store for more information, email us or give us a call. For more details – Come Visit Us.

Who should I contact with queries in respect of finance?

You can find out more general details here – finance made simple.
If you are looking to buy a car and have a question then why not pop in store and talk with one of our Angels, email us at helpme@rockar.com or call us during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330 and we will be happy to explain the finance products that we have to support you buying a new car from us.
If your question is in respect of an existing finance agreement, then you should first call your finance company. If you still have a query, then email us at helpme@rockar.com or call us during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330 but please be aware that we are unable to offer you advice.

I want to amend or cancel my car order

Our terms and conditions around cancelling can be found here – link to Terms & Conditions. You will need to contact us as soon as you change your mind so that we can help you. Email us on orders@rockar.com or call us on during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330 and we will be happy to explain the finance products that we have to support you buying a new car from us.

I want to amend or cancel my test drive booking

The easiest way to do this is via my account – you can see the details of your booking and just click on the amend button.

I want to amend or cancel my service booking

The easiest way to do this is via my account – you can see the details of your booking and just click on the amend button.

I have a problem with my car

If you wish to book your car in for a service or there is something that you would like us to take a look at then you can use our online service booking.
If your car has broken down and you are away from home, remember that if your car is still under warranty then you are still able to get roadside assistance so just call 0800 980 2733 (UK and Channel Islands).
If you want to contact us then you can use service@rockar.com or call our service team on 0330-200-0797.
If you are not close to our service centre, remember that you can take your car to or contact your local franchise dealer.

Who should I contact with a complaint?

If you have a complaint, you can either email us at complaints@rockar.com stating your name and order number; call us during normal office hours (Monday – Friday, 9am – 5pm excluding Public Holidays) on our local rate number: 0330-0200-0330 (your call may be recorded); or write to us at our registered address (1 Monckton Court, South Newbald Road, Newbald, East Yorkshire, YO43 4RW).

Who should I contact about my warranty?

All new cars supplied by Rockar come with a full 3 year warranty.
If you have a problem with your car and want us to look at it then use our online service booking to to book a convenient visit at our Service Centre.
If you want to contact us then you can use service@rockar.com or call our service team on 0330-200-0797.
If you are not close to our service centre, remember that you can take your car to or contact your local franchise dealer.

YouDrive

What is YouDrive?

Picking the right car for you depends on a number of factors including how much you enjoy driving it. With YouDrive we give you the convenience of easily booking a test drive online in advance and if you meet our insurer’s criteria you can take it out for a spin by yourself if you wish.

What is the criteria to drive the car unaccompanied?

You can test drive unaccompanied if you are aged 25 or over and have held a full and valid driving licence for at least a year, had no more than one accident that was your fault in the last 3 years and have less than 6 penalty points on your licence.

Do I have to pay for the test drive?

Simple answer is no unless you damage the car or have an accident when we will seek to recover the cost of the damage from you.

Where can I test drive your cars?

You can test a car at Westfield Stratford City – for details and directions please see Come Visit Us.

How long can I test drive a car for?

We want you to get to know the car, so you will have up to an hour to enjoy and get to know the car at your leisure. We find that most people get the full experience of our cars within the pre-planned test routes that last 30 minutes.

Can I test drive more than one model?

Yes, but not at the same time! If you would like to test drive more than one car, then you will need to make a separate booking for each vehicle. If there is availability you can make all your bookings for the same day.

What if I damage the car during the test drive?

Our insurance policy will cover you and the car for major damage but is subject to a £250 excess for over 25's. Provided you drive sensibly, you won’t have any of the costs to worry about.

What do I need to take a car out for a test drive?

You will need to have a full and valid driving licence. You can also take the car out unaccompanied subject to certain criteria – see above.

Before buying

Where can I find information on your latest offers?

Check our Car Finder page for any latest deals on new cars – use our comparison tool to help you decide which car is best for you. Special offer cars are usually shown in orange boxes to distinguish them from our other great price cars.

Where is my nearest Rockar store?

View our Come Visit Us page for directions and updates on new stores.

Where can I find the technical specifications for vehicles?

You can research some key facts about the models we sell via the Explore pages. If you want to look at a specific model, click on a car within the Car Finder it takes you to a product page which contains a description about the car, its key features as well as having detailed product information at the bottom of the page – you can easily reach it by clicking “SPECS”. Remember you can also pop into see us in store and our Rockar Angels will be happy to answer any of your questions.

Do you sell used cars?

The majority of cars that Rockar sell are brand new cars where you will be the first registered keeper of the vehicle. Rockar will sell a few registered cars that may have minimal mileage on the clock, but these will be clearly marked on the website so that there is no confusion.

Are your cars imported?

No, Rockar is a fully authorised UK dealer.

Are you a franchised dealer?

Yes and so all the cars that we sell come with a full manufacturer warranty.

How do I pay for my car?

Rockar will seek a deposit for every new car ordered. In terms of the balance to pay for the car, Rockar can also help you to spread the cost over a manageable term with its Car Happy payment plans. You can reduce the balance to pay for the car, or your monthly payments, by choosing to trade in your current car.

How secure is the online deposit payment process?

Rockar will seek a deposit for every new car ordered and if you are doing this online, you can be safe in the knowledge that Rockar uses Barclaycard to process the payment and Rockar does not retain your credit card details. For added security you will be asked for your online password (“Verified by Visa”) if relevant.

Can I buy more than one car at a time?

Rockar is set up to sell cars direct to customers and so is based around selling one car to a customer at a time. If you however, wish to buy more than one car at a time please contact us at sales@rockar.com with your details and requirements and we will do our best to help you.

Purchase and delivery

What if I change my mind before the car is delivered?

If you wish to amend or cancel your car then please inform us as soon as possible so that we can help you. You can email us on orders@rockar.com or call us on call us during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330. Please remember to quote your order number so that we can help you.
Our Terms and Conditions have a separate section around cancellation rights.

How long will delivery take?

When you order a vehicle from us we give you our best estimated delivery date. This date depends on a number of factors, including you providing us with all the satisfactory documents when requested. Sometimes, the delivery date may be delayed due to circumstances out of our control. Whether the delivery is delayed or not, we will keep you informed.

Will you show me how the car works when you deliver it to me?

Yes, you will get a full demonstration of the car and how it operates. If you have any particular questions though, please do not be scared to ask – our Rockar Angels are there to ensure that you are completely happy before you drive away.

How will you deliver the car to me?

You have two options – come and collect the car from Westfield Stratford City or for that added special experience have it delivered to your house for an additional cost. In both instances, the process is the same – you will have a full car demonstration, you will need to provide your original documents and sign your finance documents if applicable. If you are swapping your old car we will also inspect that and collect all relevant documents relating to it.
To protect against identity fraud we are unable to deliver it to anywhere other than your registered home address.

What documents will you need from me?

Generally, you will need to have your driving licence (the photo ID) or if you only have an old style paper driving licence you will also need your passport or some other form of photo identification. We may require additional information as requested by the finance company, but we will inform you should this be the case.
We will require copies of any information we request including your driving licence in advance before we organise and agree the delivery date for your car. We will then need to see the original copies of this information when we deliver the car to you.

What happens if I am trading in my old car?

If you have chosen to swap your old car with Rockar, then we will require proof that the car belongs to you solely. If there is any outstanding finance associated to the car, then this will need to be paid for you to have sole ownership. We can repay the finance on your behalf by deducting the amount from the value of your car if you wish.
You will also need to supply all relevant documentation and items belonging to the car (for example V5 registration certificate, keys, MOT certificate, service history, spare wheel if fitted, parcel shelf, etc.).
We will require copies of any information we request in advance before we organise and agree the delivery date for your car. We will then need to see the original copies of this information when we deliver the car to you.

What happens if my old car is not as I describe it?

We value your car based on what you have told us and the estimated delivery date of your car. If either of these assumptions changes, then we reserve the right to alter the valuation of your car. We will inform you as soon as we know of any change, including the first time we see your car when we swap it for your new car. We will use the same criteria to value your car as you have, but if there is any difference we will require this to be paid at the time of the swap over by debit card.

What if I am not happy with the car when it is delivered?

Firstly, please let us know straight away and inform the Rockar Angel who is delivering the car to you. We will do our best to rectify any issues and will agree a solution to the problem which may include cancelling the order.
You can read our Terms and Conditions in respect of cancellations.

After I receive my car

What if I change my mind after the car is delivered?

The first thing to do is contact us to see what we can do to help - if there is a problem with your car will we do our best to fix it or to help you with the problem. You can contact us by emailing orders@rockar.com stating your order number and issue or by calling us during normal office hours (Monday – Friday, 9am – 5pm excluding Public Holidays) on our local rate number: 0330-0200-0330 (your call may be recorded).
You do have the right to cancel the car within 14 days if you feel that the issue can’t be fixed or resolved and your cancellation rights are detailed in our terms and conditions.

What if I cannot afford my repayments?

It is important that you consider the monthly payments before committing to the car – with Rockar we do not put you under any pressure so take your time in making your decision.

There are serious consequences if you do not then some or all of the following may arise:

• Additional costs – you may incur additional costs and interest charges
• Credit rating – this may be reduced, making it more difficult or expensive for you to obtain credit in the future
• Recovery – the finance company will take steps to recover any money owed to them which may include a debt collection or similar agency. They may also take legal action to recover the vehicle and in some circumstances take further legal action to recover sums remaining due which may include applying for a court order for the sale of your home.

My vehicle is not producing the same fuel consumption figures as stated on the website what should I do?

All cars have consumption figures that are set based on official testing and measurement guidelines. If you want to get the best consumption figures possible remember to follow the advice of the car’s display when changing gears, keep your tyres inflated to the right pressure and remember that driving like a rally driver (heavy acceleration and braking) does not help!

What if I want to sell before the full balance has been paid?

You do not have to wait until the end of your finance contract before you sell the car – you can do this at any time. All you need to do is contact your finance company and they will let you know what the current balance owing on your finance agreement is and how long this amount is valid for. In all instances you will have to pay off this outstanding amount, but if you are swapping your car in with Rockar or another car dealer they may do this on your behalf – but remember this payment will be accounted for within your new car deal.

Looking after my car

Where can I buy a new owner’s manual?

You do not need to buy one – we give you one with your car. If you lose it, please let us know and will we send you another one.

What should I do if I lose one of my car keys?

In the short term nothing, but the value of your car is affected and so if you want a replacement set then either email us at parts@rockar.com or call us on 0330-200-0797 and we can organise this for you at a cost.

When does my car need an MOT?

Once your car reaches 3 years old it needs an MOT to ensure that it is roadworthy. It will then need a check every year thereafter. This is a legal requirement and you will not be able to drive your car if it does not have one. Don’t worry though, Rockar will inform you when it is due and you can also book your car in online before your due date at our Service Centre.

When will my car need servicing?

This depends on your model and can be found within your owner’s manual. If you are unsure, then give us a call and remember that Rockar is an authorised repairer and you can book a convenient service here.

Do I have to have my car serviced at an authorised garage?

Jaguar Land Rover recommends that you have your car serviced at anyone of its authorised repairers to ensure that the work is done properly and your car is safe. Rockar is an authorised repairer and you can book a convenient service here.
However if it is more convenient you can have your car serviced by any garage. However, to ensure that this does not invalidate your warranty the work carried out must meet the manufacturer’s specified requirements and genuine manufacturer parts must be used.

What is covered in the 3 year warranty?

If any part needs repairing or replacing due to a manufacturing fault, the work will be carried out by a Jaguar Authorised Repairer, using genuine Jaguar parts, all free of charge. Also, as an added benefit your car will also benefit from 3 years roadside assistance, whatever the situation, wherever you happen to be in the UK and Continental Europe.

Servicing

How often should I have my car serviced?

This depends on your model and can be found within your owner’s manual. If you are unsure, then give us a call and remember that Rockar is an authorised repairer and you can book a convenient service here.

To keep my warranty should my car be serviced at an authorised garage?

Jaguar Land Rover recommends that you have your car serviced at anyone of its authorised repairers to ensure that the work is done properly and your car is safe. Rockar is an authorised repairer and you can book a convenient service here.
However if it is more convenient you can have your car serviced by any garage. However, to ensure that this does not invalidate your warranty the work carried out must meet the manufacturer’s specified requirements and genuine manufacturer parts must be used.

Should I keep a copy of the car’s service history?

Yes – this is an important record of the car’s maintenance and does affect the value of your car when you come to sell it – would you buy a car if you did not know if it had been looked after?

However, you can access your full service history available to access online provided you visit an Approved Service Centre. Pre-delivery inspection, all scheduled services, related service items and body inspections are all accessible.

Using the website

Can I arrange to buy my car online without coming into the store?

Yes and you will then have a choice whether to collect your car from our store or to have it delivered to your home for an additional cost.

What are cookies?

Cookies are files which are stored on your computer and hold a small amount of data specific to a website. They are perfectly safe and secure, and are only used in order to allow for websites to be tailored to individual users. You can disable cookies using your browser, but this may affect your experience of the website and you will not be able to buy a car from the site.

If you want to read more, see our Cookie Policy

How secure is the online deposit payment process?

Rockar will seek a deposit for every new car ordered and if you are doing this online, you can be safe in the knowledge that Rockar uses Barclaycard to process the payment and Rockar does not retain your credit card details. For added security you will be asked for your online password (“Verified by Visa”) if relevant.

Can I buy more than one car at a time?

Rockar is set up to sell cars direct to customers and so is based around selling one car to a customer at a time. If you however, wish to buy more than one car at a time please contact us at sales@rockar.com with your details and requirements and we will do our best to help you.