Navigating Total Car Check: Your Essential Guide

When purchasing a pre-owned vehicle, conducting a thorough background check is paramount to safeguarding your investment and ensuring peace of mind. Total Car Check provides vital insights into a vehicle's history, from its financial standing to its accident record. Understanding how to effectively utilise their services, contact their support, and interpret their comprehensive reports is crucial for any potential car buyer or seller. This guide will walk you through the essential information you need to make the most of Total Car Check's offerings and confidently navigate your automotive journey.

Connecting with Total Car Check Support

Should you have any queries or require assistance with your vehicle check, contacting Total Car Check's support team is straightforward. The primary method of communication is via email, ensuring a documented and efficient process for resolving your concerns.

Contact Details and Availability

• Email Address: You can reach the Total Car Check team by emailing [email protected].
• Operating Hours: The support team is available throughout the working week, from Monday to Friday, between 9 am and 5 pm.
• Response Time: Total Car Check is committed to providing prompt assistance, aiming to reply to all enquiries within 24 hours. They promise to do their best to meet this timeframe.

When sending an email regarding a specific vehicle check, it is highly recommended to include the vehicle registration number and/or the report reference number. This will significantly help the support team to quickly locate your details and provide an accurate and timely response.

Addressing Common Queries and Report Management

Total Car Check has anticipated several common questions that users might have, especially concerning report access, re-running checks, and specific data points. Understanding these frequently asked questions can save you time and provide immediate clarity.

Can I Get a Report I’ve Already Paid For Resent?

Yes, Total Car Check stores all reports that customers have paid for. If you registered an account prior to making your purchase, your report will be readily available to you when you log in. Simply navigate to the 'My Checks' section, then select 'Purchased'.

Before contacting support, it's essential to first verify that your payment was successful, as a report will only be generated upon successful payment. If you've confirmed your payment and still cannot locate the report, or if you did not register prior to purchase, you can email [email protected]. Provide them with the vehicle registration and/or report reference number, and they will be able to find it and resend it to you.

Do I Need to Pay to Re-Run a Report for the Same Vehicle?

Total Car Check reports are accurate and valid at the specific time they are generated. However, the underlying vehicle data, which is constantly updated by various third-party sources, can and will change over time. This means that information such as outstanding finance, written-off status, or even mileage can be updated days or weeks after your initial check.

Because Total Car Check incurs costs each time it calls upon third-party data to generate a report, a new payment or voucher is required for each new report generated, even if it's for the same vehicle. This ensures you receive the most current and accurate information available at that moment.

How Quickly Are Outstanding Finance Markers Cleared?

If you are involved in a vehicle purchase or sale where outstanding finance has only very recently been cleared, it's important to be aware of processing times. It can take up to three working days for such a change to be reflected in a Total Car Check report. This timeframe largely depends on the clearance process undertaken by the specific finance provider.

Total Car Check strongly advises against purchasing a vehicle until a report explicitly confirms that the vehicle is clear of finance. If your report displays a finance warning or cannot confirm the finance status, you will need to email [email protected] to clarify the financial standing directly with Experian.

How Long Do Plate Changes Take to Show on a Report?

When a personalised registration plate is removed and replaced with original plates, the seller must report this change to the Driver and Vehicle Licensing Agency (DVLA). Total Car Check receives its registration plate data automatically from the DVLA and other third parties and has no direct control over the speed of these updates.

If you are concerned that a recent plate change is not yet showing in your report, it is advisable to contact the DVLA directly to confirm that everything is in order and has been processed on their end.

Why Is a Vehicle Registration Not Recognised or Working?

There are several reasons why a vehicle registration mark (VRM) you've entered might not return a report:

• DVLA Processing Time: The most common reason is the time it takes for the DVLA to process vehicle data. This can include:
  • Plate Changes: If the vehicle has had a recent plate change, it can take up to two weeks for this to be fully processed and reflected.
  • New Vehicles: For newly registered vehicles, it can take anywhere from six to eight weeks for the DVLA to send through the data.
  • Untaxed Vehicles: If a vehicle has not been registered for road tax (Vehicle Excise Duty) for a long period, the DVLA may, under certain circumstances, deregister it.
• Registration 'On Retention': In rare cases, a registration number may be 'on retention', meaning it is not currently assigned to a particular vehicle.
• Incorrect VRM Entry: The most frequent error is simply mistyping the VRM. A common mistake is confusing the letter 'O' with the number '0'. Remember that the current UK number plate format generally requires the third and fourth digits to be numbers, with the rest being letters (e.g., LLNN LLL like EN51 TYU).

If you have checked these points and are still encountering problems, do not hesitate to get in touch with Total Car Check at [email protected] for further assistance.

How Do I Reset My Password?

If you have forgotten your password and need to regain access to your Total Car Check account, you can easily reset it by visiting the designated password reset page: https://totalcarcheck.co.uk/Account/ForgotPassword.

Why Didn’t I Receive a Valuation with My Gold Check?

Total Car Check strives to provide a valuation for the vast majority of vehicles checked, particularly with a Gold Check. However, for some vehicles, there may be no data available to generate an accurate valuation. Generally, valuations are only provided for cars that are less than 20 years old. Vehicles outside this age range or those with very limited market data may not receive a valuation.

How Long Does It Take to Get My Report After Purchase?

One of the key benefits of Total Car Check is the speed of delivery. After purchasing a Silver or Gold Check, your report will be made available to you instantly on your screen. In addition, a PDF version of the report will be sent to the email address you provided during payment.

If you have registered an account and made your purchase while logged in, the report will also be accessible within your account. Simply log in and navigate to the 'My Checks' section, then select 'Purchased' from the menu options. From there, you will also find a PDF report available for download.

Understanding the Total Car Check Data Guarantee

Total Car Check stands by the accuracy of its data through its comprehensive Data Guarantee. This guarantee provides a level of protection in the rare event that you incur a loss due to inaccurate information provided by Total Car Check's error, specifically concerning stolen or written-off vehicle data.

Introduction to the Guarantee

The Guarantee Terms and Conditions (T&Cs) are provided by Total Car Check Limited (TCC), a company registered in England and Wales (Company registration number: 07043189, Registered office: International House, 24 Holborn Viaduct, London, England, EC1A 2BN). These T&Cs form part of the overall Terms of Service and should be read in conjunction with the Privacy Policy and Website Terms of Use. It is crucial to read and understand these documents carefully before purchasing a vehicle check and, importantly, before purchasing a vehicle itself.

What Does the Guarantee Cover?

The Guarantee is specifically concerned with information obtained from the Motor Insurance Anti-Fraud Theft Register (MIAFTR) and the Police National Computer (PNC). These databases record vehicles reported as 'written off' by insurance companies or as 'stolen' by the police.

Subject to the Guarantee T&Cs, the Guarantee offers compensation for certain losses if:

• There was a Total Car Check error (not a natural or unavoidable delay) in receiving data from MIAFTR or PNC, leading to incorrect, inaccurate, or incomplete information in your report regarding a vehicle being written off or recorded as stolen.
• This failure directly resulted in you suffering a loss of title or a diminution in value of the purchased vehicle.

If you have evidence to suggest that a vehicle you purchased was stolen or written-off, and your Total Car Check report did not flag this, you should email the details of your purchased report to [email protected] for investigation.

How Long Do You Have to Claim Under the Guarantee?

The Guarantee is effective for a period of 12 calendar months from the date of your vehicle check order, or until you sell the vehicle, whichever occurs sooner. Any claims submitted outside this 'Guarantee Cover Period' will not be considered.

Maximum Amounts Recoverable Under the Guarantee

The 'Guarantee Limits' define the maximum compensation you can recover. These are:

What Constitutes 'Natural or Unavoidable Delay'?

Total Car Check is reliant on data transfers from third-party sources, which typically occur via batch transfers. There is an inherent and unavoidable delay between when data is provided to a third-party supplier, when it's inputted into their system, and when it's sent to and loaded into Total Car Check's systems.

The Guarantee is effective for searches undertaken *after* the time Total Car Check received and uploaded the data, or should reasonably have received and uploaded it. Stolen vehicle data from the PNC and written-off data from MIAFTR are passed to Total Car Check on weekdays only, excluding bank holidays.

The Guarantee does not cover claims arising from these normal and reasonable delays in data transfer. For example:

• Stolen Vehicles: Checks or purchases made before Total Car Check received the data in the relevant batch transfer are not guaranteed.
• Written-off Vehicles: Checks or purchases made before Total Car Check received the data in the relevant batch transfer are not guaranteed. This also applies if the insurance company has not yet concluded their involvement in a claim or released the vehicle for disposal and placed the VRM on MIAFTR.

Scope of the Guarantee and Key Exclusions

It's vital to understand what the Guarantee does and does not cover:

• Age Restriction: You must be at least 17 years old to make a claim.
• Data Limitation: The Guarantee is strictly limited to MIAFTR and Police stolen data only. It does not cover other aspects of vehicle information, such as roadworthiness, condition, fuel economy, MOT history, mileage, outstanding finance, or documentation details (like the V5/Logbook).
• Approved Applications Only: Only vehicle checks purchased directly via the Total Car Check website, mobile application, or other TCC-designated licensed websites/applications are covered. Checks performed on other platforms are not included.
• Check Timeliness: The vehicle check must have been purchased by you, the buyer, no more than seven (7) days prior to purchasing the vehicle. A check purchased after the vehicle acquisition is not eligible.
• Personal to You: The Guarantee is non-transferable and applies only to the actual buyer of the vehicle who purchased the check.
• Paid Checks Only: The Guarantee applies only to vehicle checks that have been paid for in full. Free checks, reports, or information are not covered.
• UK-Registered Vehicles Only: The data sources relate only to vehicles registered within the United Kingdom (excluding Jersey, Guernsey, and the Isle of Man) at the time of the check. The Guarantee does not cover vehicles registered outside the UK, nor does it cover purchases made by individuals located outside the UK. Information relating to a vehicle's history before its first UK registration is also excluded.
• Prior Knowledge: You cannot claim under the Guarantee if, at the time of your check, you were aware of information suggesting or confirming an adverse history (e.g., stolen or written off) or the specific problem you are claiming for.
• Fraudulent Claims: Any claim found to be false or fraudulent, or arising from a fraudulent transaction preventing legal title transfer, will invalidate the Guarantee.
• VRM and VIN Requirements: For a claim to be valid, the corresponding record in MIAFTR or Police stolen data must contain the full and accurate vehicle VRM and VIN for a match to occur.

Additional Guarantee Exclusions (Schedule 1)

Beyond the general exclusions, several specific circumstances will also invalidate your claim:

• Any discrepancy between the data on the V5C, the vehicle itself, and the data provided by Total Car Check.
• Intentional provision of incorrect/incomplete information or non-cooperation with Total Car Check (or the Police for stolen vehicles).
• Paying more than £1,000 or 20% of the purchase price (whichever is lower) in cash.
• Obtaining a loan from a non-FCA authorised finance company without proof of repayment.
• Not paying for the vehicle in full (unless via an FCA authorised finance company loan).
• Claims for vehicles damaged but not recorded as a total loss on MIAFTR at the time of purchase.
• Claims for vehicles stolen but not recorded on the PNC at the time of purchase.
• Claims relating to a 'cloned' vehicle (a stolen vehicle given a false identity).
• Selling the vehicle (without prior written permission) after becoming aware of it being recorded as stolen or written off.
• Claims for post-1980 vehicles where the VIN is not 17 alphanumeric figures.
• Claims arising from an event that occurred *after* the vehicle check was carried out.
• Purchasing the vehicle at 30% or more below its market value.
• Purchasing the vehicle without a valid MOT test certificate, if required.
• Vehicles with a 'Q' prefix/suffix VRM or a VIN containing 'VRO'.
• Vehicles purchased through a salvage agent/auction or from a friend, colleague, relative, partner, or anyone personally known to you.
• A check where the VIN entered by you does not match the VIN held on record.
• Claims made outside the 'Guarantee Cover Period'.
• Losses outside the specified 'Guarantee Limits' and scope.
• Claims arising from a 'natural or unavoidable delay'.
• Any application of the exclusions or limitations outlined in section 6 of the T&Cs.
• Failure to meet any of the instructions and requirements detailed in section 7 of the T&Cs.

Crucial Steps Before Claiming Under the Guarantee (Section 7)

To ensure your claim is valid, you *must* adhere to the following requirements prior to bringing a claim:

• Ensure the vehicle has a full and current V5/Logbook from the DVLA, with the serial number present.
• Thoroughly check that all information provided by Total Car Check in your report matches the vehicle itself and its V5/Logbook (e.g., make, model, engine size, colour, VIN's last two digits, V5C issue date). Any discrepancies identified must be reported immediately for investigation.
• Verify that the date of first registration in the UK, as provided by Total Car Check, matches the date on the V5/Logbook.
• You, as the buyer, must be present at the time of purchasing the vehicle and receiving it.
• The V5C provided by the seller at purchase must *not* be a 'duplicate'.
• All VIN markings on the vehicle must match each other (e.g., stamped VIN, VIN tag under bonnet, visible VIN in windscreen).
• You must be able to provide satisfactory proof of purchase for the vehicle.
• On the date of purchase, you must complete a purchase receipt in full. This receipt must include the seller’s name and address, the vehicle registration number, VIN, make and model, vehicle mileage, and purchase price. It must be signed and dated by the seller.
• The original purchase receipt must be kept safe and provided in the event of a claim.
• If purchasing privately, the car must be acquired at the seller’s home address, which must match the address on the V5C, and from the person whose name appears on the V5C.
• You must take all reasonable steps to confirm that the identity of the seller matches the name appearing on the V5C.

How to Initiate a Claim Under the Guarantee

If you believe you have a valid claim under the Guarantee, you must inform Total Car Check as soon as possible after becoming aware of the events that give rise to the claim, and in any event, within the Guarantee Cover Period. To start the claims procedure, send an email to [email protected]. Total Car Check will then issue a claim form for you to complete and return, along with evidence of your vehicle check, proof of vehicle purchase, and all other relevant documentation and information as required by section 7 of the T&Cs. Your claim will be handled by their administrators, who will contact you promptly.

Conclusion: Driving Confidence with Total Car Check

Total Car Check provides an invaluable service for anyone involved in buying or selling a vehicle in the UK. By offering detailed historical data, instant reports, and a robust data guarantee, they empower consumers to make informed decisions and avoid potential pitfalls. While the process of obtaining and interpreting reports is generally straightforward, understanding the nuances of contacting support, managing your checks, and particularly the comprehensive terms of the data guarantee, will ensure you leverage their services to the fullest. Always perform your due diligence, read the terms carefully, and don't hesitate to reach out to their dedicated support team when needed. Drive with confidence, knowing you have the full picture of your vehicle's past.

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