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Your COVID-19 Frequently Asked Questions answered

Your COVID-19 Frequently Asked Questions answered
  • Are all (Sales, Service, MOT, Parts and Bodyshop) departments open?

    Yes.  As of April 12th 2021 all of our departments are open, operating with COVID-barrier measures to ensure that sites are safe for our customers and employees.

    What about in Wales and Scotland?

    National Lockdowns for Wales and Scotland were announced to take effect in December 2020. Our aftersales departments in both countries will remain open as usual and our sales teams can help remotely with click and collect or home delivery still available.

    Do you offer nationwide delivery and Click & Collect?

    Yes. Our new & used van showrooms will remain open for Click & Collect and are able to offer sales functionality remotely. We are able to offer remote product demonstrations to show you around the vehicles and answer your questions through live video calls, telephone calls, live chat or through emails. Vehicle handovers can be done in a contactless manner to ensure safety for all involved, this can either be done outside at one of our dealerships or delivery to your home address can be arranged.

    Do I need to wear a face covering when I visit your site?

    From Friday July 24th it is mandatory for customers visiting any Motus Commercials sales, aftersales or parts department to wear a face covering. Under the latest government guidelines, Motus Commercials business locations are included within the category of ‘Shops and Branches’ and as such any customer looking to enter the premises must wear a face covering, arriving at the site for a pre-booked appointment without this in place may result in you being turned away and being asked to reschedule your appointment in the interest of safety for our staff and other customers.

    Am I Exempt from wearing a face covering?

    Some customers may be exempt from wearing a face covering if they meet certain conditions defined by the government. You may not need to wear a face covering if one of these conditions are met;

    • You are a child under the age of 11
    • You are unable to put on, wear or remove a face covering because of a physical or mental illness or impairment or disability
    • Putting on, wearing or removing a face covering will cause you severe distress
    • You are travelling with or providing assistance to someone who relies on lip reading to communicate
    • Not wearing a mask would somehow avoid harm or injury to yourself or others
    • You are seeking to avoid injury or to escape a risk of harm and you do not have a face covering with you
    • You are eating or drinking, but only if you need to
    • You are in the process of taking medication
    • A police officer or other official requests you remove your face covering
    • You may also be permitted to remove a face covering when asked in certain scenarios such as;
    • You are asked to do so by staff for the purpose of age or ID verification
    • If speaking with people who rely on lip reading, facial expressions and clear sound. Some may ask you, either verbally or in writing, to remove a covering to help with communication

    What happens if I do not wear a face covering?

    When wearing of a face covering is a legal requirement and therefore not doing so when you do not meet the criteria above could lead to you being refused entry to a Motus Commercials business. The police also have the power to enforce these measures, including through issuing a fine of up to £100.

    What is considered an adequate face covering?

    In the context of COVID-19 a face covering is something which safely covers the nose and mouth. The face covering can be reusable or single-use. An adequate face covering should ideally include at least 2-3 layers of fabric. Face coverings are not classified as PPE, which is used in a limited number of settings to protect wearers against hazards and risks, such as surgical masks or respirators. Face coverings are largely intended to protect others rather than the wearer against the spread of infection by preventing the main confirmed sources of virus transmission, i.e. droplets from coughs, sneezes and speaking.

    If I’m wearing a face covering can I avoid your other COVID-19 measures?

    Because face coverings are mainly intended to protect others rather than the wearer, they are not a replacement for social distancing and the other measures we have taken to ensure our sites are COVID-secure. Face coverings are one part of our risk reduction strategy and do not replace any of the other measures we have put in place such as the use of screens and regular hand sanitisation.

    What does 'COVID-19 Secure Site' mean?

    To ensure the safety and peace of mind of every visitor to our site, we have the completed the government’s 'COVID-19 Secure Site' assessment.  All of our locations are now marked as a 'COVID-19 Secure Site' and have confirmed that they have complied with the government’s guidance on managing the risk of COVID-19 transmission. To be deemed as COVID-19 Secure the site has confirmed that each of the 'Five Steps to Safer Working Together' statements below are true for their departments.

    1. We have carried out a COVID-19 risk assessment and shared the results with the people who work here
    2. We have cleaning, handwashing and hygiene procedures in line with guidance
    3. We have taken all reasonable steps to help people work from home
    4. We have taken all reasonable steps to maintain a 2m distance in the workplace
    5. Where people cannot be 2m apart, we have done everything practical to manage transmission risk
  • Will my booked appointment go ahead?

    As of December 2nd 2020, the UK government will allow van and truck dealerships to reopen to customers so prebooked appointments can go ahead. In the interest of safety for both our staff and customers Motus Commercials have put in place a number of barrier protocols including ensuring social distancing is followed on site. We apologise if this affects your experience with us but it is important our business is safe for all. We will continue to offer contactless product demonstrations for those wishing to purchase remotely; this is done live rather than as a pre-recorded video so that you can engage with the specialists, asking questions or requesting closer views of part of the vehicle etc.

  • Can you deliver a vehicle to me?

    Working within Government guidelines and advice, Motus Commercials is now offering a nationwide contactless delivery service (UK Mainland only). We will safely deliver your vehicle directly to your home or a pre-arranged location via transporter or a driver utilising gloves and seat covers. Customers will then be offered a socially distanced inspection period, prior to a sanitised key and document handover.

    What should I do if my finance is due to end soon?

    Customers who are nearing the end of their contract may need to organise a new vehicle. Please contact us and we will offer advice on what you need to do next and the options available to you.

  • What should I do if I have ordered a vehicle already?

    Motus Commercials have worked within government guidelines to develop a contactless vehicle delivery option. This involves delivering the vehicle to your home or pre-arranged delivery location using a transporter or driver using personal protection equipment (PPE) including seat covers and gloves. No items will be physically handed over to the customer but will instead be an agreed drop-off point so social distancing can be followed; customers are then given a socially distanced inspection period. Drivers will wash their hands frequently and will be carrying hand sanitizer at all times.

    What should I do if I am not able to make my finance payments during the Coronavirus pandemic?

    The contact teams from finance providers will have been trained to help customers facing financial difficulties. If you contact your finance provider and explain your circumstances they should look at alternative ways to support you.

    Why is it taking longer than usual for you to get back to me?

    We are currently operating with reduced staff levels to allow our staff to maintain social distancing as much as possible which may lead to a longer delay in communication than we would ideally like at busy times. The sites are also involved with performing maintenance and repairs on emergency service fleet vehicles which in some cases may need to be treated as priority work, if this will impact you are teams will keep you up to date.

    Is your business really essential?

    Motus Commercials is currently focused on helping ensure that emergency services like the NHS and police can continue to run their fleets by vehicle supply, performing maintenance and repair work. We  also help to keep distribution networks active which keeps food stores stocked.

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