V12 Procedure Guide - Flipbook - Page 17
Procedure Guide
Procedure Guide
Document Certification
Customer Withdrawal from Credit
All identification documents should be certified
be included in all invoices (whether received
by the person who has seen the original
or issued) for those vehicles, as set out in Her
document where a face-to-face transaction has
Majesty’s Revenue and Customs Notice 718/1
taken place.
(December 2009) and on GOV.UK published
Where an employee of a dealer or broker
has taken a copy of original documentation
(e.g. passport or driving licence) provided by
January 2016. https://www.gov.uk/guidance/themargin-scheme-on-second- hand-cars-and-othervehicles-vat-notice-7181
a Customer met face-to-face, the following
Where a vehicle is a VAT qualifying vehicle, the
information must be added to the copy (or
dealer will issue a full VAT invoice to V12 Vehicle
supplied via e-mail or text message):
Finance in relation to the sale of that vehicle to
• “Certified to be a true copy of the original
seen by me”
• Where the document includes a photograph
of an individual, the following statement
must be included: “Image certified as a true
• The full printed name of the member
of staff, their role, department and
contact details
• Signature of the certifying member of staff
• The date of certification
Failure to certify documents to the required
standard may cause a delay in processing the
application.
Compliance with the VAT Margin Scheme
withdraw from the Customer Agreement, you
must not accept the customer’s notification of
their intention to withdraw.
You must advise the customer to notify
V12 Vehicle Finance of their intention to
withdraw, as set out in the Customer Agreement,
Pre-Contract Credit Information and the PreContractual Explanation Document.
V12 Vehicle Finance.
Complaints
See section regarding invoices for confirmation
You are required to work with us proactively
of what is to be included on the invoice. Send all
required documents to newbusinessprocessing@
v12vf.co.uk
to resolve complaints including those raised
by the customer or their representative (the
complainant) about issues with the vehicle under
the Consumer Rights Act 2015, which sets out
representation of the original and likeness to
the Individual”
If the customer wishes to exercise their right to
Cancellations and Withdrawals
You are required to inform us if the customer
wishes to exercise their right to reject the vehicle
for any of the following reasons:
• Vehicle is not in full working order;
• Vehicle is not roadworthy;
• Vehicle is not fit for purpose or
• Vehicle is not of satisfactory quality.
You must inform us the same day of such
cancellations or returns to ensure V12 Vehicle
Finance do not request a payment from the
The dealer will ensure that, in respect of vehicles
customer. V12 Vehicle Finance will require
supplied under the VAT Margin Scheme for
prompt return of loan advance funds paid.
the minimum standard we expect vehicles to
meet, although we expect that vehicles supplied,
and the service you provide, be of a high quality.
• A final response detailing our findings and
resolution will be issued as soon as possible.
We aim do this within eight weeks. The
response will confirm the complainant’s rights
to refer their complaint, should they remain
dissatisfied, to the Financial Ombudsman
Service (FOS).
• If we have not issued our final response within
eight weeks, correspondence will be issued
informing the complainant that they have the
right to refer their complaint to FOS if they
wish to do so.
• In the event the complaint is upheld (either
through our investigation, or as a result
of a determination by FOS), the Broker/
Dealer, if asked, will be expected to support
in the resolution of the complaint, including
reimbursing V12 Vehicle Finance all costs
incurred on an indemnity basis, as referred to
in your Broker/Dealer Agreement.
Process:
• On receipt of a complaint, correspondence will
be issued to acknowledge it. This will include a
copy of the complaint handling processes and
timescales.
• A full investigation will take place with
assistance from the Broker/Dealer.
• Complainants will be kept informed of the
investigation progress.
second hand cars and other vehicles (“the
Scheme”), the conditions of the Scheme are
met. In particular, the following information must
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