What do I do if...

Once you have a Promise car, you get to experience the real benefits of membership. Here are some of the key questions Promise drivers have once they're behind the wheel of a Promise car.

My vehicle is due a service?

Our Service-Direct team will normally try to contact you in advance and make arrangements with you to ensure your vehicle is serviced when required. However, there may be certain situations where they do not contact you e.g. exceptional mileage over a holiday period. If that is the case, please contact us on 0845 601 4074 to book your vehicle in for a service.

I want to take my car abroad?

Please contact Member Services on 0845 602 9364 (Option 3) at least 14 days before departure so that we can send you our letter of authority, along with appropriate documentation and instructions.

I breakdown?

Call our 24 hour recovery service on 0845 602 9364 (Option 1). This is our 24 hour emergency line. We'll take your detailsand arrange for an agent to attend to you as quickly as possible. Where your vehicle is still covered by manufacturers' breakdown cover, we will contact the manufacturer on your behalf. However, if you wish to do this yourself, you can find the contact information in your vehicle handbook.

I have an accident?

Our Accist Accident team are on hand to help. Call us on 0845 602 9364 (Option 2).

My tax disk is due to expire?

A new tax disk will be sent to you automatically at least 7 days before the expiry of your current tax disk. Please contact Member Services on 0845 602 9364 (Option 3) if your new disk does not arrive or is misplaced. Please remember that cars approaching 3 years of age require a valid MoT certificate (4 years in Northern Ireland) before they can be re-taxed. We will remind you in advance, but you have to remember to submit your vehicle for an MoT test on time.

I lose my tax disk or it is overdue?

Call Member Services on 0845 602 9364 (Option 3). The Promise team will check the status of your tax disk, or arrange for a duplicate (this may be chargeable if the original has been lost by you).

I need a new tyre?

We have national accounts with a number of fast-fit repairers, including Clark-Fit and Kwik Fit. Simply take your vehicle to one of these outlets and identify yourself as a Promise Car Club driver by presenting your Members Card. This has clear instructions for repairers on the rear of the card. They will contact us for authority to proceed with repairs.

I receive a fixed penalty?

We recommend that you pay a fixed penalty as soon as you receive it. If we latterly receive some form of traffic offence e.g. parking ticket, speeding ticket, congestion charge or some other offence, we are obliged to either pay the ticket or notify the issuing authority of your details. In some cases, we have no option and have to pay the ticket e.g. London Congestion Charges. In other cases, we may pay a ticket to avoid you incurring additional charges through late payment.

In either event, we will recharge the ticket to you. We reserve the right to apply an administration fee.

I need a new windscreen?

We have arranged a national windscreen replacement service through Autoglass. You can contact them on 0800 363636. Identify yourself as a member of The Promise Car Club and remember to take your Members Card with you.

I need a temporary hire car?

You should contact our Maintenance team on 0845 602 9364 (Option 1). They will help you make a booking for a temporary hire car.Please remember that this is a free booking service we provide for members. However, it is your repsonsibility to pay for the hire car as it is not included in your agreement.

My vehicle requires an MOT test?

Your vehicle will require an MOT test when it reaches 3 years of age (4 years in Northern Ireland). We'll write to you in advance to ask you to have this test carried out. All you have to do is contact your normal service outlet and book it in for an MOT test.  We'll authorise the test and any necessary repairs to ensure the vehicle is up to standard. Please note that if your contract term is for 3 years, then your contract will complete before the MOT test is required. In this situation, your vehicle should only require an MOT test if your car is being extended while you await a new vehicle.

I want to choose a garage to repair my vehicle?

You are free to choose any repairer you wish, with one condition. It is our policy to use the approved franchise dealer network for servicing and repairs. We believe this helps to improve reliability, as repairers will be manufacturer trained and will use manufacturer software and tools. It also protects your vehicle warranty, as genuine manufacturer parts will be used. If you would like us to open a new repairer account for you call uson 0845 602 9364 (Option 3).

My vehicle is stolen?

You should immediately notify your insurers and the police. We also require you to notify us. Please call Member Services on 0845 602 9364 (Option 3).

My new vehicle won't be ready on time?

If your new Promise car is running a little late, then we'll extend your current agreement until your new car is ready. We'll take care of taxation and MOT test (if required) to ensure the vehicle is legal until your shiny new car arrives. All you have to do is take care of your insurance.

Got a question we haven't answered?

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