Car Giant is now permanently closed for retail sales

Warranty and Mechanical Breakdown Insurance

If you purchased an add-on product with your vehicle, the type of product you bought depends on when you placed your deposit.

If you are unsure which product you purchased, please refer to the policy or warranty documents that were issued to you at the time of sale. These documents were sent to the email address you provided when purchasing your vehicle and contain details of the cover, claims process and complaints procedure.

Making a claim or checking your cover

Both the Cargiant Warranty and Cargiant Mechanical Breakdown Insurance are administered by Spectrum Insurance Services Ltd.

Your policy or warranty documents were sent to you by email around the time you purchased your vehicle. These documents include your terms and conditions, details of your cover, how long your cover lasts, and the claims process.

If you cannot find your documents, or you are unsure whether your issue is covered, please contact Spectrum. Spectrum may be able to help you check your cover details.

Complaints about Mechanical Breakdown Insurance

If your complaint is about the Mechanical Breakdown Insurance policy itself, including the policy terms, exclusions, cover provided, or a declined claim, please contact Spectrum Insurance Services Ltd.

If your complaint is about how the Cargiant Mechanical Breakdown Insurance was sold or arranged, please contact Cargiant Customer Service using the Aftersales support details at the bottom of this page.

Cargiant arranged Mechanical Breakdown Insurance as an Appointed Representative of Ten Insurance Services Limited. You can also contact Ten Insurance Services Limited if your complaint relates to the sale or arrangement of the insurance.

Existing finance agreements

Your ongoing finance agreement is managed by your finance company, not Car Giant.

If your support need is about any of the following, please contact the finance company named on your agreement directly:

• A settlement figure or outstanding balance
• Monthly payments
• Direct debits
• Arrears
• Voluntary termination
• Ending your agreement

Car Giant may have arranged your finance as a credit broker, but we cannot provide settlement figures, change payment arrangements, manage direct debits or administer your ongoing finance agreement.

You should be able to find your finance company's contact details on your finance agreement, welcome documents, emails, statements or online finance account.

If your support need is about motor finance commission, including how commission was disclosed or how your interest rate was set, please use the Motor finance commission complaints section below instead.

Motor finance commission complaints

If your complaint relates to motor finance commission, including how commission was disclosed or how your interest rate was set, please use our dedicated Motor Finance Commission Enquiry page.

You can also refer to our Motor Finance Commission Complaints Procedure, which explains how these complaints are handled and the relevant timeframes.

Data protection

As part of Car Giant closing for retail sales, we have reviewed the customer data we hold. Information that we no longer need to keep has been, or will be, securely deleted.

This includes:

• All MyGarage accounts
• Customer details relating to vehicles purchased more than 7 years ago, where Car Giant did not arrange a finance agreement
• Customer records where no vehicle was purchased

We still need to retain some information where there is a legal, regulatory, tax, complaints or claims reason to do so. This includes:

• Records relating to vehicles purchased within the last 7 years
• Records we need to keep for HMRC purposes
• Records required for responding to or defending legal claims or complaints
• Records relating to vehicles purchased using finance where Car Giant acted as the credit broker, including finance arrangement information where we still hold it

Some finance-related records must be retained until May 2031 because of FCA requirements relating to motor finance commission complaints.

You can still ask us to erase your personal data. However, if the information has already been deleted, there may be no further data for us to erase. If we are required to retain information for legal, regulatory, tax, complaints or claims reasons, we may not be able to delete it at this stage. If that applies, we will explain what information we need to keep and why.

To make a data protection request, please email [email protected] and clearly mark your enquiry as a Data Protection Request.

Accessibility support

If you have difficulty using our website or need assistance accessing information, please call 020 8969 5511.

Please select the relevant option from the telephone menu. If you are unable to use the website and need to leave a message, please wait for the relevant voicemail option and provide your name, telephone number and a brief description of your query.

Aftersales support

If your support need relates to a vehicle purchased from Car Giant and is not a warranty or Mechanical Breakdown Insurance claim, an ongoing finance agreement, or a motor finance commission complaint, our Customer Service team can help.

Before contacting Customer Service

Please use the specialist contact routes above if your support need relates to:

• Warranty or Mechanical Breakdown Insurance claims — contact Spectrum Insurance Services
• Settlement figures, payments, direct debits, arrears or voluntary termination — contact your finance company
• Motor finance commission complaints — use the dedicated Motor Finance Commission Enquiry page

For other aftersales issues or complaints relating to a vehicle purchased from Car Giant, please provide as much information as possible so that we can review your query.

Please include:

• Your full name and contact details
• Vehicle registration number
• Date of purchase
• Current mileage
• A clear description of the issue
• Relevant photos or videos
• Supporting documents or invoices

Contact Customer Service

For non-urgent queries, please email us with the information above so that we can review your query before responding.