Existing Customers

Quick links

Vehicle
Agreement
Repayments
Terms & Conditions
Complaints

Your Vehicle

Selection

Choosing your new car can be exciting, and it’s important you’re happy before you drive away.  Make sure you inspect the vehicle, and if you find any problems, please tell us immediately.

Can I choose a car from any dealership?

We only work with approved dealerships who are enrolled & assessed for quality and service.  Our map contains the location & contact details of all our affiliated dealerships.

What do I do if the vehicle I have picked up isn’t as described?

Contact the dealership where you purchased the vehicle as soon as possible after collection. If you encounter any problems, then please contact us right away.

How do I report an issue with a dealership?

Please let us know right away, or if you would like to make a complaint, then you may do so here.

Inspection

The diagram below provides some guidance of what you need to look for when inspecting a vehicle.  We also advise taking a test drive to help you get a proper feel for the car.

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Aftercare

Until you’ve made all of the repayments, it’s your responsibility to ensure the vehicle is well kept and roadworthy.  This means having valid, fully comprehensive insurance at all times, taxing the vehicle when it falls due and having an MOT done before the current one expires. You can check the tax & MOT status at any time for free here.

What do I do if I have a problem with my vehicle?

If the problem arises within the warranty period, then contact the dealership as soon as possible.  Their contact details can be found on the first page of your loan agreement. Once the dealer warranty has expired, you’re also responsible for any repairs to the vehicle.  If you’re unsure of whether the problem is covered under warranty, then contact us. We’re happy to answer any questions you may have.

Your Agreement

How do I apply for refinance?

If you’re approaching, or have passed the half-way point in your agreement then please apply online to receive a decision via email.  Your repayments will need to be up-to-date.

What are the Dealerships responsible for?

Dealers are responsible for ensuring the vehicle is mechanically sound, and providing you with details of their own warranty and aftercare terms.

What is a Hire Purchase agreement?

If you’re struggling to find a personal loan to finance your car, a Hire Purchase agreement may be suitable for you. We pay the car dealership the full price of the vehicle, and you make fixed regular payments to us until you have paid all of the agreed finance. Unlike PCP agreements, there are no ‘balloon payments’ at the end. Once all the regular payments have been made, the vehicle is yours. If you meet your repayments on time and in full – you may increase your credit profile.

What do I do if I haven’t got a copy of my agreement?

You will have been issued a copy of your pre-contract and loan agreement via email after you signed the agreement electronically.  You may request a duplicate copy by contacting us.

What do I do if I have a question about my agreement?

Please contact us.  We’ll be happy to answer any questions you have.

What does flat rate mean?

Flat rate refers to the annual interest rate we charge on your principal loan. For example – if the flat rate is 25% and you borrow £1,000 over 12 months, then the total repayable would be £1,250.

What does APR mean?

APR stands for Annual Percentage Rate.  The actual calculation is quite difficult to explain, but a fuller explanation can be found here.

What do I do if my circumstances have changed since taking out the agreement?

Please call us or provide us with the details using our online enquiry form, by selecting ‘General Enquiry’.  We will review your enquiry and respond.

Can I cancel my agreement in the 14 day cooling off period?

You have 14 days to reject the hire purchase agreement. This is called the “Cooling off period” and under the Consumer Credit Directive it gives you the right to withdraw from the finance agreement.

You’ll need to call us asap and instruct us that you do not wish to proceed with the agreement. We can ask the supplying dealer to “un-wind” the deal and return the funds to us along with your deposit. The dealer however isn’t obliged to give you your deposit back as they may well have spent time & money preparing the car for collection. The lender also can’t force the dealer to return the funds if the car is in a roadworthy condition. If the dealer isn’t prepared to do this you’ll have to settle the finance agreement with another source of funds within the 14 days. If you believe there has been any wrong-doing by the lender or the dealer you can refer your complaint to the Financial Ombudsman Service.

What do I need to do if I change my address?

Please complete our online enquiry form, and select ‘Change of Address’ as the nature of your enquiry.  We will review and confirm the update as soon as possible.

Who owns the vehicle?

Until all the payments have been made on the vehicle, it remains the property of  Trax Motor Finance.  Once all the payments have been made, you will own the vehicle outright.

What do I do if I want to part-exchange my vehicle?

You will need;

  1. A price for your existing vehicle from a dealership. Although this can be any dealership, if you also wish to refinance with Trax, please be aware this can only be done via one of our affiliated dealerships.
  2. A settlement quotation from us. This can be obtained by calling us (free) on 0333 577 2274

You will be required to pay to us the difference (if applicable) between the price you are offered for your vehicle, and our settlement quotation. We don’t accommodate ‘negative equity’. For example; we cannot refinance the difference between the two amounts.

If the vehicle is stolen or involved in an accident, who is responsible for paying the agreement?

You are responsible for the account at all times, however your insurance company will be responsible for paying us directly once a successful claim has been made. If there is anything remaining on the account once the insurance payment has been made, you will be liable for the outstanding balance.

What do I do if I need to make a complaint?

Please visit our complaints section, and follow any instructions.

How do you use my information?

You may read our privacy & data protection policies here.

Your Repayments

What do I do if I need to change the payment card for my repayments?

To do this, you must call us (free) on 0333 577 2274.  A member of our payments team will assist you in changing the details.

If I have a late or missed payment, what are the charges?

There is a £15.00 charge applied to your account for a late or missed payment.

Can I make overpayments against my account?

Yes you can make overpayments whenever you like.  You may also settle the agreement early at any point.

What do I do if I would like to change my payment frequency?

Please contact us to discuss the change.

What do I do if I’m having trouble meeting my repayments?

Need help and advice? You can contact the following not-for-profit organisations for free, confidential and impartial debt advice, or for details of where to get such advice in your area. Contact the Money Advice Service For free. For unbiased and easy-to-access money tools, information and advice, visit www.moneyadviceservice.org.uk or phone 0300 500 5000 to speak to a Money Adviser.  If you need assistance with managing your money & setting a budget, you can access more information here.

Please also call us as soon as possible so we may discuss your circumstances.

Your Immobiliser

If an immobiliser is fitted to your vehicle, it may be activated in the event of non-payment. Don’t worry, we will make every attempt to contact you before this happens.

To have your vehicle reactivated you must make a payment either online, or by calling us (free) on 0333 577 2274. It may take up to 24 hours for your vehicle to be reactivated. Outside office hours this may take a little longer.

What happens to the immobiliser once my agreement is settled?

The immobiliser unit attached to your vehicle is decommissioned.  It will not interfere with the running or enjoyment of the vehicle in any way.

Terms & Conditions

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Privacy & Data Protection Policy

At Walker & Co Securities Limited, we’re committed to protecting and respecting your privacy. We know that you care about how your information is used and shared and we appreciate your trust in us to do that carefully and sensibly.  This notice describes our privacy policy and forms part of our website terms and conditions (“Website Terms”).

By accepting our Website Terms or by visiting (‘the Website) you are accepting and consenting to the practices described in this Privacy Policy.

Who are we?

Walker & Co Securities Limited, we are a Hire Purchase Lender and we have a chain of shops

How do we collect information from you?

We collect Personal Data from you:

  1. When you take a service or product from us.
  2. When you contact us, or if you have replied to a communication from us.
  3. The electoral register.
  4. A third party who sells your data
What type of information is collected from you?

This includes:

  1. contact details;
  2. date of birth;
  3. payment details;
  4. bank details;
  5. shopping preferences;
  6. email details;
  7. IP addresses.
What is our lawful basis for collecting this data and why do we need this?

In order for us to process your data we have to have a lawful basis to do so.  We are relying on the following basis to do so:

(a) Consent: you have given clear consent for us to process your personal data for a specific purpose.

(b) Contract: the processing is necessary for a contract (loan agreement) you have, or because you have asked us to take specific steps before entering into a contract (loan agreement).

(f) Legitimate interests: the processing is necessary for our legitimate interests or the legitimate interests of a third party unless there is a good reason to protect your personal data which overrides those legitimate interests.

We have identified these lawful basis to assess whether we can provide you with a loan, continue to market to you or manage your account.

How is your information used?

It helps us in the following ways:

  1. We can identify you when you contact us.
  2. We can identify accounts, services and products you may have from us.
  3. We can offer you other products.
  4. We can prevent and detect fraud or loss.
  5. We can check your information with fraud prevention agencies. If you give us false or inaccurate information and we suspect that there may be fraud we will record this.
  6. We can improve your account administration.
  7. We undertake marketing analysis and customer profiling.
  8. We can continue to market to you with relevant offers.
Do you record calls or emails?

Yes.

Who has access to your information?
  1. all our staff;
  2. third parties including police or government agencies should they request it;
  3. if any officials request it for legal proceedings;
  4. debt purchasers – if we sell your debt;
  5. credit brokers or affiliates – if we sell your data;
  6. debt collectors if our loan remains unpaid;
  7. solicitors if our loan remains unpaid and we pursue you in court;
  8. if our company and all of its assets are bought by a third party your personal data will also be transferred to this third party;
  9. if we need to pass on personal data to others so that we can collect debts that are owed, marketing information and customer services.
  10. if we can offer you any financial services.
  11. credit reference agencies.
  12. Third parties who provided us with any outsourcing admin services.
Which third parties specifically see my data?

These companies process your data:

1. CallCredit (CRA)
2. 4Point Financial Services (Repo Agent)
3. DWS Legal (Solicitors)
4. ALPH Legal (Compliance/Legal Firm)

Do you sell data?

No.

Can I change my mind about marketing?

You can change your mind at any time by emailing us at [email protected]

How can you update and access your information?

Please email us at [email protected] – we will also write to you annually.

What security do you have to protect my data?

We have a very strict policy on protecting your Personal Data:

  1. We make sure we do thorough checks on everyone we work with.
  2. We also ensure that you use a secure password to access your account and encourage you to sign off properly when using a shared computer.
  3. We use encrypted software.
  4. We continually test our systems to see whether it can be penetrated by malicious software and outside third parties looking to steal data. Our regulators expect us to do this to ensure our systems are secure.
Do we use Cookies?

Yes.

Why do we use Cookies?

Cookies cannot be used to identify you personally and are used to improve services for you, for example through:

  1. letting you navigate between pages efficiently;
  2. enabling a service to recognise your computer so you don’t have to give the same information during one task;
  3. recognising that you have already given a username and password so you don’t need to enter it for every web page requested;
  4. measuring how many people are using services, so they can be made easier to use and that there is enough capacity to ensure that they are fast.

See http://www.allaboutcookies.org/ or www.youronlinechoices.eu to learn more about cookies.

Do you buy data?

No, but your information is passed to us from third party Car Dealerships and we do pay them a commission.

Do we profile your information?

We profile your information so we can market products to you that match your interests.

Can I access my profile?

Yes – You can write to us at [email protected] and we will provide you with a copy. You can ask us to amend or erase any of this data.

Can I object to you profiling me?

Yes you can, by emailing us at [email protected].

What age must I be?

18.

Do we review our Privacy Policy?

Yes, we can update our privacy policy without letting you know.

Who can I write to to get more information about this Privacy Policy?

Compliance Officer
[email protected]
Walker & Co Securities Limited
Unit 26
Westbrook Trading Estate
Westbrook Road
Trafford Park
Manchester
M17 1AY

ICO number: Z254987X
https://traxmotorfinance.co.uk

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Credit Reference Agency Information Notice (CRAIN)

In order to process your application, we will perform credit and identity checks on you with one or more credit reference agencies (“CRAs”). Where you take banking services from us we may also make periodic searches at CRAs to manage your account with us.

To do this, we will supply your personal information to CRAs and they will give us information about you. This will include information from your credit application and about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information.

We will use this information to:

  • Assess your creditworthiness and whether you can afford to take the product;
  • Verify the accuracy of the data you have provided to us;
  • Prevent criminal activity, fraud and money laundering;
  • Manage your account(s);
  • Trace and recover debts; and
  • Ensure any offers provided to you are appropriate to your circumstances.

We will continue to exchange information about you with CRAs while you have a relationship with us. We will also inform the CRAs about your settled accounts. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs.

When CRAs receive a search from us they will place a search footprint on your credit file that may be seen by other lenders.

If you are making a joint application, or tell us that you have a spouse or financial associate, we will link your records together, so you should make sure you discuss this with them, and share with them this information, before lodging the application. CRAs will also link your records together and these links will remain on your and their files until such time as you or your partner successfully files for a disassociation with the CRAs to break that link.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the CRAs are explained in more detail at https://www.callcredit.co.uk/crain. CRAIN is also accessible from each of the three CRAs – clicking on any of these three links will also take you to the same CRAIN document:

CRAIN links:

Call Credit: callcredit.co.uk/crain

Equifax: equifax.co.uk/crain

Experian: experian.co.uk/crain

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Website Terms and Conditions of use

Please read these terms and conditions carefully as they contain important information about your rights and obligations when using this website (the ‘Website’).

https://traxmotorfinance.co.uk/ is a website operated by Walker & Co Securities Limited. We are registered in England and Wales under company number 07435930 and with our registered office at Unit 26, Westbrook Trading Estate, Westbrook Road, Trafford Park, Manchester, M17 1AY.

Our trading address is Unit 26, Westbrook Trading Estate, Westbrook Road, Trafford Park, Manchester, M17 1AY.

Is it safe to access your website?

Yes. You can access parts of our website without having to give us your details. However, you are responsible for accessing our website and for anyone else who uses your internet connection. We regularly test the security of our systems so any data you give us is kept secure.

Does your website have a copyright?

Yes. All trademarks, computer programmes, data, styles and designs etc are owned by us. You are strictly not allowed to reproduce this content.

Can I download, print, copy any parts of the website?

Yes. You can download or copy the content and other downloadable items, but it may only be used for personal use.
You can print one copy of the content again only for personal use.
You are strictly not allowed to reproduce, change, copy or distribute any content that will be used for non-personal reasons or passed to a third party for their commercial uses.

What are my responsibilities?

You must make sure that any of the products, services or information advertised meet your individual needs. Also, using the internet is not always safe, so you have to be responsible for any damage or loss to your computer, equipment, programmes or data due to any viruses etc that may harm your computer, from using our website or downloading anything or any websites linked to ours.

How accurate is your website?

We try to make sure that the information on our website is always accurate. However, this is not always possible, we will do our best to solve anything that is not accurate as soon as possible but this is not always guaranteed.

What if the website is not working properly?

We always try to ensure that the website is working at all times. However, we cannot be liable if it is not working properly.

Do you change things on the website?

Yes. Occasionally we make changes without letting you know. If necessary we can change or stop anything on our website, which could include features, information or the entire website.

What am I not allowed to do with your website?
  • Upload unlawful, threatening, obscene or other things that are questionable.
  • Upload anything that could lead to criminal or civil offences including local, national and international practices.
  • Break the law using public telecommunications network, disrupt or damage the networks to do with the website or ones linked to ours.
  • Use data gathering tools e.g. Robots to take any of our Website.
  • Sending advertising or promotions that are not allowed.
  • Create your own website using our features.
  • Attack and add viruses or spyware etc to our website with the intention of causing harm to it.
  • Try to get in to our server or any database linked to it.
  • Damage or disrupt any part of the website or equipment.
What will happen if I do any of the above actions?

You will be reported to a law enforcement authority and your identity will be given to them.

Am I allowed to link my website to your website?

No – unless we have given our express consent to do so.

What links are available on your website?

Sometimes we offer links to other websites but if you decide to access them that will be entirely at your own risk. You should read that website’s T&Cs and privacy policy before going any further.

Do you use Cookies?

Yes, we use them to analyse visits to our site and also behaviour.
When you visit our website the pages and Cookies are downloaded to your computer so that we are able to help us to show you better products and also again for analysis to profile visitors.
Please be aware that we do not store passwords or any other information about you in a cookie that could identify you, your location, your preferences or your financial activity.

What happens if I breach any of your Website Terms and Conditions?

Not including other parts in these Terms and Conditions, nothing will affect or limit your statutory rights; or will exclude or limit our liability for:

  • Death or personal injury caused by our negligence.
  • Fraud or fraudulent misrepresentation.
  • Any action that relates to section 2(3) of the Consumer Protection Act 1987.
  • Anything that would be against the law to exclude or attempt to exclude or liability.

You also agree that you will compensate, defend and will hold us, and all employees, directors, suppliers and officers, harmless immediately on demand, from and against all claims.  This includes losses which could be loss of profit, revenue, goodwill or reputation. These losses could also be costs and expenses, including administrative and legal costs if you breach any of these Terms and Conditions. If this happens any liabilities that arise due to your use of our website or anyone else using our website using your personal information with your permission.

This section does not affect your consumer statutory rights.

General Information
  • We can change our domain name or anything about our products, services or availability at any time.
  • If any of these Terms and Conditions are said to be invalid, by a competent authority, the rest of the Terms and Conditions will still be valid.
  • All our contracts are concluded and available only in English.
The Law
  • This website is controlled and operated in the United Kingdom.
  • These Terms and Conditions are governed by the laws of England and Wales. You are agreeing to the laws of the courts of England and Wales.

Complaints

Each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.  However, if you’re unhappy with any of our products or service and want to make a complaint, please don’t hesitate to get in touch.  You can contact us in a number of ways;
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    By phone

    0333 577 2274.  Calls are free from mobiles & landlines, and are recorded for training & monitoring purposes.

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    Write to us

    Customer Care, Trax Motor Finance, Unit 26 Westbrook Road, Trafford Park, Manchester, M17 1AY

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    Online

All complaints follow a standard handling process as outlined below.  If you’d like to know the progress of a previously submitted complaint, contact us.
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    Acknowledgement

    We will acknowledge your complaint within 3 working days of receipt of your complaint.

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    Initial Investigation

    Should your complaint be resolved within these three days, you will receive confirmation of this by letter, known as the ‘Summary Resolution Communication’. Should we be unable to resolve your complaint within three days, we will look to send a formal Final Response to you within four weeks of receipt of your complaint. If the investigation of your complaint means that we need even more time, and therefore unable to provide you with a Final Response, we will write to you to provide you with an update, known as ‘Letter of Ongoing Complaint’.

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    Further Investigation (if required)

    Should your complaint require more time to investigate, we can take up to a maximum of eight weeks from the receipt of the complaint to issue our Final Response. If we are unable to provide you with a Final Response within this time frame, we will write to you explaining why this is and when you should expect to receive this.

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    Final Response

    If more than eight weeks from the date of your complaint has past and you haven’t received a Final Response, or if you have received a Final Response or Summary Resolution Communication and you are dissatisfied with it (at any stage of the process) you can write to; Financial Ombudsman Service (FOS) Exchange Tower London E14 9SR.  The Ombudsman website can be found at http://www.financial-ombudsman.org.uk/

    You must refer your complaint to the Financial Ombudsman Service within six months of the date of the Final Response or Summary Resolution Communication.