Help and support
If you’ve got a complaint here’s what to do:
At cinch, because every customer is important to us we aim to provide a quick, courteous, and fair resolution to any customer complaint.
If something isn’t right then we want to hear about it so we can get it resolved for you as quickly as possible.
In order to make a complaint you can contact us by one of the following methods:
|0333 015 4101
Cinch Cars Limited, Form 2, 18 Bartley Wood Business Park, Bartley Way, Hook, Hampshire RG27 9XA
What happens next:
We will need to complete some Data Protection checks, and then we will take details from you about what went wrong, so we can investigate your complaint and work out what we need to do to put things right.
If we can resolve your complaint within 3 days, we will do so, and then email you to confirm we have closed the complaint and the actions taken.
If things are a little more complicated and are going to take longer to put right, we will email you to acknowledge your complaint in writing and set out the next steps.
If we cannot resolve your complaint, we will issue you a Final Response Letter. This will detail which of the following escalation options may apply to you and any timescales in which you will need to refer your complaint.
If we are unable to resolve your complaint in respect of goods supplied by us, you may refer the matter for independent Alternative Dispute Resolution (ADR) to South Yorkshire Trading Standards Services. You can find more information about them here.
If we are unable to resolve your complaint in respect of regulated activity, (for example where we have acted as a credit broker) you may refer the matter for independent Alternative Dispute Resolution (ADR) to The Financial Ombudsman Service. You can find more information about them here.
We will abide by any final decision made by either South Yorkshire Trading Standards or the Financial Ombudsman Service.
For any media enquiries whatsoever, please email
Got a Q? We’ve got the A
Find everything from how we pick our cars to the different ways you can pay for one.
cinch cars…what to expect
While we don't sell new cars, we take great pride in offering a top-notch selection of quality pre-owned vehicles that have been thoroughly inspected and carefully reconditioned by technical experts. You can trust that every car we sell has been vetted to ensure it meets our high standards.
If you're looking for a nearly new car, we have you covered there too! Our on-site inventory includes a wide range of vehicles that are less than 1 year old and have less than 5,000 miles on the clock. Why not browse our selection on nearly new cars here.
All cars go through comprehensive, thorough checks – called HPI (Hire Purchase Investigation). This is to ensure that the car you want to buy isn’t financed elsewhere already, hasn’t been written off from an insurance claim or been badly damaged.
Rest assured, we'll never sell a car that's been officially categorised as a write off – i.e. CAT N D. Every car is thoroughly quality checked before it goes up for sale.
Our prices are set carefully, so you get a fair deal without haggling. If it’s not the car for you, just return it for a full refund as part of our 14-day money-back guarantee. We're so sure you'll love it we'll collect it for free if you don’t.
We regularly review the market and update the cost of our cars based on market values.
We do our best to source as much service history as possible, but some cars don't have a full service history. In this case we would always service the car before it goes out for delivery.
Yes, all of our cars come with a minimum of 6 months on the MOT, the option for 3-day drive away insurance, and a 90-day warranty. So you can relax and enjoy your new ride.
The £99 admin fee powers your faff-free customer experience, including administration costs associated with processing your car.
If you return your car using our 14-day money back guarantee, we’ll give you a full refund, including the £99 admin fee
Delivery and collections
We offer free home delivery to mainland Great Britain, the Scottish Islands and the Isle of Wight postcodes only. We do not currently deliver to Northern Ireland, the Isles of Scilly, the Isle of Man, Jersey, Guernsey and the other Channel Islands. We also reserve the right not to deliver to certain addresses due to vehicle access limitations.
Yes, we offer free click and collection service across mainland Great Britain. It's totally faff free – all you need to do is select the collection option when you're checking out, and choose a day and time that works for you. After that, sit back and relax, and we'll take care of everything else!
We have a number of collection sites throughout the UK, making it super convenient for you to pick up your new wheels. All you have to do is pop in your postcode at checkout, and then simply select the collection spot that's closest to you.
In order to make sure that everything goes smoothly and to comply with our ID verification policies, we kindly request that you be present in person when we hand over the keys.
We totally understand that this might be a bit inconvenient, but we promise it's all for your own safety and protection. Plus, it'll give us a chance to meet you in person, give you a personalised tour of your new car and make sure that you're fully satisfied with your purchase.
Yes. Simply choose between morning or afternoon in checkout and on the day of your delivery our Handover specialist will call you and let you know when they are on their way.
Yes, you'll be able to book a convenient 2-hour slot. Simply choose your preferred time slot during checkout, and we'll make sure that your order is ready for pickup at the time that suits you best. It's that simple!
Your car will be driven to your home address by our trusted cinch drivers, so there’s no need to worry about access. It couldn’t be easier.
No, we offer free home delivery or collection on a day and time that suits you. It couldn’t be easier - just choose your preferred delivery slot during checkout, sit back and relax, we'll do the rest.
Home delivery and collection are available between 8am and 6pm, Monday to Saturday, including bank holidays. Yep, even bank holidays.
Yes, you’ll need photo ID (e.g. your driving licence or passport). If your driving licence doesn't have your current address on it, or if you don't have it with you, don't worry! We just need to see a utility bill or bank statement (issued within the last 3 months) that has your name and current address listed. It's important for us to verify your identity to ensure that everything runs smoothly and to comply with our security policies. This way, we can make sure that the person who bought the car is the same person who's taking the keys.
That’s no problem – we’re only happy if you are, which is why we offer a 14 day money back guarantee. For both home delivery and click and collect customers, we will pick up the car from your home address for free. Just let the Customer Experience team know and they will arrange collection.
We want to make sure that your experience starts off smoothly and that you don't have to worry about stopping for petrol right away. That's why we'll make sure that the petrol light is off when you receive your new ride and that you have enough petrol to start enjoying your car right away.
We want to make sure that you feel comfortable and confident behind the wheel. On delivery or collection, our handover specialist will give you a guided tour of the car's features. This way, you can hit the road with ease and enjoy everything that your new ride has to offer.
At cinch, we take pride in prepping all of our cars to the highest quality standards, they are all checked by a team of technical experts. However, we understand that sometimes the unforeseen can happen. If you notice any imperfections on the car that you weren't expecting let your cinch handover specialist know. They'll be happy to assist you and then you can get in touch with our customer service team.
There are several ways you can get in touch with the customer service team; email, WhatsApp, text or call.
Need to change your delivery or collection slot? No problem. You can do this by contacting us on 0333 015 4101. Just keep in mind that if your slot is within 72 hours, we might not always be able to make the change. However, we'll do our absolute best to accommodate your request and let you know your options either way.
Returns / Money Back Guarantee
You have 14 days to love your new car, we'll collect it for free if you don't. No bother. Please see section 12 of our T&Cs for more details.
You get your money back if you return your car within 14 days, however we are not able to deliver your part- exchange car back.
We’ll refund the money within 14 days of you telling us that you want to return the car. We hold back £250 until we’ve received the car’s V5 (its log book) from you.
It’s your responsibility to keep the car insured until it’s collected (free of charge).
We hope that this does not happen but in the event of an accident it is not possible to return the car, it must be in the same condition it was delivered in.
Tax will be refunded as soon as we complete the change of ownership.
Please post the V5 back by recorded delivery to this address: FAO Cinch Cars Limited, BCA, DocuSafe, Boongate, Peterborough, PE1 5AH.
We're sure you will love your new car, but you'll have up to 14 days to decide. If you change your mind you can get a full refund and we'll even collect it for free. Please see section 12 of our T&Cs for more details.
Finance and payments
Yes! We now offer split payments, so you can pay for your cinch car across more than one debit or credit card. When you’re ready to pay, select ‘Pay with multiple cards’ at the ‘Review and pay’ stage of checkout.
Sorry, we don’t offer this yet but we may do in the future.
We offer different finance plans.
Personal Contract Purchase (PCP): This is a flexible plan and is great for if you like to change your car regularly, but want lower monthly payments. When your finance term comes to an end, you can hand back your car or pay a final 'balloon' payment to take ownership of the car.
Hire Purchase (HP): On this finance plan you pay monthly instalments which are usually higher than PCP, with the loan secured against the car.
When your finance term comes to an end, you will pay a small 'option to purchase' fee to take ownership of the car.
You'll be aware of your 'option to purchase' fee at the start of your HP contract, so don't worry about being hit with large hidden costs.
Some of our lenders offer Conditional Sale. This means that you will not have to pay any 'option to purchase' fee at the end of your plan as the ownership of the car will be transferred to you automatically after your final payment.
You simply do this on the cinch website as you’re taken through the buying journey.
80% to 90% of the time we’ll give you an instant decision. Some applications may take slightly longer – to make sure we’re giving you the best offer.
Simply sign the documents and provide ID. Don’t worry, we’ll take you through it step by step.
You’ll have five days to accept the finance offer.
Yes. You can put a deposit towards the finance on your new car. If you are part-exchanging your old car, you can use that as your finance deposit - as long as it’s at least £250. If it’s less than £250, you’ll need to top up the rest.
You’ll need to contact the lender directly to discuss your options.
We work with two finance providers: Evolution Funding and Black Horse. Evolution Funding have access to a panel of reputable lenders, and Black Horse are a lender.
Please refer to your credit agreement or speak to your lender as they’ll have the details.
Please contact your lender directly as they can help with this.
We will inform our finance provider that your car has been returned and return your deposit, but you’ll still need to cancel your finance agreement directly with your lender.
At cinch, we’ll always give you a fair valuation.
We’ll take away your part-exchange car when your new car’s delivered.
You’ll need to hand this to us when we collect the part exchange car.
No, we don’t offer this at the moment but may do in the future.
Leave it to us, cinch will take care of everything from there.
No, at the moment we’re only able to take one car as part exchange.
Yes, you can part-exchange a car on finance with cinch. To do this, you’ll need to request a settlement letter from your lender and tell us the exact amount you have left to pay. If that amount is more than your car is worth, we’ll still accept your part-exchange – we’ll just ask you to pay the difference upfront so we can settle the full amount with your lender. In any case, you’ll need to send us a copy of your settlement letter within seven days of receiving it, and make sure it will still be valid in the seven days before your delivery or collection, so we have plenty of time to sort everything for you.
You’ll need your V5 (that’s your paper log book), any service history documents, MOT certificate and user manuals. As well as, spare keys and any accessories like charging cables (if you have a plug-in car).
You’ll need to apply for a new V5 document (the car’s log book). We can’t collect the car without it.
You’ll need to place your plate on retention and have a new number issued to the car and the V5 document to match.
Yes, we buy cars that haven't got a full service history, as long as you declare it at the valuation stage.
cinchCharge is the easy way to charge an electric car while on the road. Provided with all fully electric cars we sell, cinchCharge is a card and app that gives you access to over 18 networks and 20,000 charge point connectors across Mainland GB. There are no joining fees or subscription costs, and you’ll only pay for your charging sessions.
Access to cinchCharge is included with fully electric cars bought from cinch.
Your cinchCharge card will be in the glovebox when you get your car. On some occasions, we may post this to the address you gave us when you bought your car. If you have already bought an electric car from cinch, just request a card and we’ll do the rest.
The cinchCharge app helps you find and filter public chargers by availability, speed and distance from your location. You can also use it for directions and to find the cost per kilowatt hour (kWh). Some networks will allow you to start and stop a charging session solely using the app. It also keeps track of all your payments.
If you can access the app, start a chat with us from the main menu.
If you cannot access the app, try deleting it and installing it again.
cinchCharge gives you access to over 18 charging networks. The list of network partners is updated regularly, so be sure to check this for the latest additions.
This is usually due to the age of the charger. While many newer chargers can be activated by the app, others will only start with a radio frequency identification (RFID) card like the cinchCharge card. You can see if a charging point takes only one of the authentication methods by tapping on the map's pin.
To activate your card, please download the cinchCharge app and follow the instructions. You will need your:
Car registration number
Unique code displayed on your cinchCharge card
Payment card for charging sessions
No, this product is only available to cinch customers who buy a fully electric car.
Please freeze your card on the cinchCharge app and request a new card by tapping on 'Email us'. Please note, a charge of £10 applies for a replacement card.
No, cinchCharge is only available with fully electric cars.
Not at the moment, but we are working on a way to enable this.
Yes, as your cinchCharge card is personal to you.
Please delete your saved payment method in the app and return the card with your car if you can. We will deactivate your account and securely recycle the card.
Your cinchCharge card is personal to you and linked to your account. If you no longer need cinchCharge, we recommend deleting the app and securely recycling your card.
No, we will send you a new card, which you will need to register using the cinchCharge app. Feel free to securely recycle your old card.
No, there are no fees to use the cinchCharge card or app. You will only pay for charging sessions.
The cost of electric charging depends on the network, charger and length of session. The app shows the price per kWh next for each chargepoint connector, but you will need to check local signage for any overstay or connection fees.
The payment card linked with your cinchCharge account will be charged when you finish each charging session. Just so you know, this may take a few days to show on your account.
No. For now, you will only be able to link your cinchCharge card to the payment card added to your cinchCharge account.
Yes, you can. Simply tap on 'Wallets and Payments' in the app.
You can find payment history in the ‘past charges’ area. Please note, some sessions can take up to 48 hours to appear.
Please contact the cinchCharge app team using the support or by tapping on 'Email us'.
Here are some common issues that can cause a charge to fail, and how to resolve them.
Do you have a charging schedule on your car? This may override your attempts to start a charging session. Check any settings on your car dashboard.
Some cars have location settings for charging. Make sure this is turned off or changed if the charge isn't registering.
Some cars need to be locked in order to charge.
Sometimes, unlocking the car can cause charging to stop. Try moving away from your car.
Try resetting your car dashboard to see if it registers the cable.
Some DC chargers need a helping hand. Place the cable firmly into the charge port on your car until it registers a connection. This is usually shown on the chargepoint and on the dashboard of your car.
If none of the above work, contact the charger brand’s customer service team. The phone number for each will be listed in the app.
If you can access the app, start a chat with us from the main menu.
If you cannot access the app, try deleting it and installing it again.
Alternatively, you can reach us by emailing cinchCharge@pauatech.com.
Paua is one of our trusted partners. They help us link you with a wide range of charging providers.
Registration / Aftercare
The DVLA should return it to you within six weeks. If it doesn't arrive, please contact them at https://www.gov.uk/contact-the-dvla
Unfortunately, we are unable to add a personal plate prior to delivery as our cars come with the plates you see attached on site. However, don't worry! Once our friendly handover specialists have delivered your car and given you a tour, it's all yours so you can swap the number plate over.
At cinch, we take pride in prepping all of our cars to the highest quality standards, they are all checked by a team of technical experts. However, we understand that sometimes the unforeseen can happen, and if it does, we want to make sure you're covered. If you experience any issues with your car within the first 90 days, please don't hesitate to reach out to our trusted team who will be able to assist you. You can reach them by emailing firstname.lastname@example.org. We want to make sure you have a worry-free driving experience, and our warranty provider is just one way we're committed to ensuring your satisfaction.
Every car purchased with cinch comes with a free 90-day warranty plan, giving you peace of mind. If you want to stay protected after the 90-day warranty period ends, then head over to My Profile on the cinch website within 100 days of your purchase and sign up for our cinchCare monthly subscription package. With cinchCare, you get the continuous coverage of a warranty, routine servicing and breakdown assistance for a single monthly price. This price is based on your mileage. Read more here
Yes, every car purchased with cinch comes with a free 90-day warranty. This warranty includes breakdown assistance for mechanical or electrical defects, providing peace of mind during the warranty period. If you require roadside assistance, please dial 0333 070 2610.
Yes, cinch cover your insurance for 3 days after you receive your car. To activate your insurance, please head to Tempcover at tempcover.com.This means you can enjoy your car from the minute it arrives!
Yes, we will provide all of the relevant service history for your vehicle if we have it. You can view previous MOT certificates online, you will need your V5 reference number to do this. Service history can be recorded in several different ways for example service books, service documents, cinch Service History letters & on your vehicles onboard computer. Rest assured in addition to our comprehensive end to end vehicle check, we will also carry out an oil & filter change on the engine if due. All our cars also come with a minimum of 6 months on the MOT and will be serviced in line with how old they are and how many miles are on the clock.
Tax, Insurance and Maintenance
No, you’ll need to arrange tax yourself – we’ll include details of how to do this in your order confirmation email.
The day it’s delivered. For cars under £45,000, you can make the most of 3-day drive-away insurance by activating it through our trusted partner Tempcover at tempcover.com. After that, you’ll need to arrange your own insurance cover.
These are the eligibility requirements:
A full UK & EU Licence Holders
Cars and light vans up to 3.5 tons, valued £1,500-£45,000 and less than 7 years old.
All occupations are acceptable with the exception of:
Fast food delivery
Chauffeur or limousine hire
Taxi drivers or taxi operators
Self-drive hire operators
For the purposes of insurance, all UK postcodes are acceptable.
Not at the moment but we may do in the future.
Sorry, not yet. Possibly in the future.
You can make the most of 3-day drive away insurance by activating it through our trusted partner tempcover.com.
Yes, all cars will be delivered with a valid MOT.
Only the buyer and registered owner of the car will be covered with the drive away insurance
Well, that differs from car to car. The DVLA website will tell you exactly what you need.
Get in touch
By phone, email, post, WhatsApp, SMS and Live chat – you’ll find more details here. We’re always happy to chat and advise on anything car related.
For Sales enquiries, lines are open Monday–Saturday 8am–6pm and Sunday 10am-4pm. For aftersales enquiries, lines are open Monday–Saturday 8am–6pm.
Cinch Cars Limited
Form 2, 18 Bartley Wood Business Park
Bartley Way, Hook
Cinch Cars Limited
Form 2, 18 Bartley Wood Business Park,
Bartley Way, Hook,
Hampshire RG27 9XA UK
Registered in England and Wales with company number 11520330 and VAT registration number 360909784