mfldirect Condition Standards
Our cars are not always in the condition we’d like them to be, so our claims process is there to help.
We have built a process to support you in getting your car returned to the agreed condition standard, so that you can be confident that when you buy from us and something isn’t as it should be, we will work with you to get the vehicle back up to that standard.
Our Condition Standards are designed to guarantee cars to a trade standard, which will be different to your own retail standards. Find out more about our claims process and our Condition Standards by exploring our interactive resource.
What can be claimed for under the Condition Standards?
To get a complete understanding of what can be claimed, download the pdf of our Condition Standards. We recommend you refer to them before you raise any claim.
We have also highlighted the key areas that our Condition Standards cover.
Overall Vehicle Condition
Please check the car to make sure it’s mechanically sound before you raise a claim.
If you find any adaptions still in your car, to help us assess your claim, take clear pre- and post-removal images to show us any residual damage left once the adaptation has been removed.
Please provide us with well-documented diagnostics reports with a parts breakdown, so we can better understand your claim.
Body & Paintwork
You should always raise a claim for areas with excessive damage or areas which are difficult to repair.
Bumpers, Bright Work & Body Mouldings
If any of these areas of the vehicle are beyond repair, raise a claim.
Window Glass, Lamp Lenses & Mirrors
We will cover windscreens that are beyond repair or would fail an MOT.
Wheels, Tyres & Trims
If the alloy wheel is unrepairable, you can raise a claim. We’ll cover tyre damage if it would fail an MOT.
Interior Trim
We understand that it can be difficult to match certain fabrics on a seat repair or to re-texture some interior trim panels. You can claim for interior areas with excessive damage or areas that are difficult to repair.
When there is staining which is difficult to remove, it helps us to support your claim if you take clear pre- and post-cleaning images.
Controls & Electrical Equipment
It’s not always possible for us to offer like for like units, but our contribution will be towards the cost of the original specification or equivalent. We can also recommend an audio repair specialist if they can return the item to the original specification.
If Sat Nav is a standard feature but you can’t plan a journey on it, it is likely the SD card is missing. You can add this to your claim, as long as it is supported by your handover document.
Luggage Area
We understand that it can be difficult to match certain fabrics on a repair or to re-texture some interior trim panels. You can claim for luggage areas with excessive damage or areas that are difficult to repair.
When there is staining which is difficult to remove, it helps us to support your claim if you take clear pre- and post-cleaning images.
You can claim for a missing parcel shelf, as long as is supported by your handover document.
Tools & Security Equipment
Missing tools and security equipment can be claimed for, as long as it is supported by your handover document.
Service Books & Documentation
Please check your documentation to make sure your car matches the description and mileage at time of purchase. Don’t forget – if your service history is missing, you can easily download it from your purchase history on mfldirect.
Spare Key
We’ll make a contribution towards the cost of a missing spare key, as long as it is supported by your handover document. On average, a contribution for the missing key is around £65.