Customer FAQs

See below for some of our most commonly asked questions. If your query isn’t covered, please contact us.

Are you opened?

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​In line with Government advice, we are delighted to announce that our sales and service locations reopened on Monday 8th June by appointment only across our nine locations. Rest assured we have modified our showrooms and all our work spaces to keep all our customers and colleagues safe during these unprecedented times.

Since the lockdown began, our after sales departments have been providing vital support to the emergency services, NHS workers, commercial vehicle operators, vulnerable customers and key workers.

For tips on what to expect when you visit and the changes we’ve made to try and keep everyone safe, please click here

Is it safe to visit your showroom?

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We have implemented a range of measures to ensure the safety of our customers and colleagues at each of our locations. We have introduced social distancing guidelines which we ask our customers to adhere to. There will be signage inside and outside the buildings as a reminder to maintain a safe social distance at all times. Masks and gloves will be available to customers on request and sanitiser will also be available throughout our buildings. We have also enhanced our cleaning policies and requirements at present including all major touch points and sneeze guards will be present at all reception areas and sales and service departments.

We are now moving towards a reduced paper sales process. Documents can be sent electronically and our preferred payment method will also be electronic.

Please click the links to two short videos which will explain the new Sales and Aftersalesprocess.

Do I need an appointment before I visit?

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In accordance with the government guidelines on social distancing and health and safety, we have implemented an appointment only system for all sales and aftersales activities.

Click here to book

How do I book an appointment?

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We would be delighted to welcome you for an appointment with our friendly team, to book an appointment click below.

Book an Appointment

Am I able to reserve a used vehicle online and how long will it be reserved for?

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Yes, our online reservation tool is available to reserve a vehicle for £99 and will be reserved for 48 hours. For your safety and security, all payments made on our site are processed by a secure payment provider. All major cards are accepted. 

View full terms and conditions here​​

How do I pay for my vehicle?

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​In order to protect our staff and customers, and in order to maintain social distancing, we will be operating a contactless approach where possible. Our preferred payment method will be electronic.

Am I able to have a test drive?

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​Yes, all vehicles will be sanitised before and after each test drive appointments including both internal and external vehicle touch points.

Is anyone else from my household allowed to accompany me on the test drive?

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​At this time, we ask you to minimise the number of members of your household attending your appointment where possible.

Please be mindful that children’s play areas and coffee areas are not accessible at this time.

Will the vehicle I am test driving be sanitised?

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​Yes, all vehicles will be sanitised before and after each test drive. Our teams will ensure all internal and external touch points in each vehicle are cleansed thoroughly for your safety

I am interested in a vehicle, but I don’t want to go into the dealership – what can I do?

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If you are not ready to visit our showrooms just yet, we are available online. With 1,500 used vehicles online to chose from and increased functionality on our website including reserving online, online finance applications and virtual sales appointments, we can bring the showroom to you. We can offer home delivery within 48 hours across Northern Ireland subject to clearance of funds. UK and Ireland delivery available from £199*

I have a question about my finance payments, who should I contact?

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For any questions regarding your finance payment, please contact your finance provider directly.

When can I pick up my vehicle?

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Thank you for your purchase with Donnelly Group. We really appreciate your custom.

In these times, we can arrange an appointment for you to collect your vehicle from us or we can arrange delivery to your chosen address within 48 hours of clearance of funds.

For more information click here

Whether you chose to collect your vehicle in the showroom or have it delivered, our new sanitisation protocols will be followed in advance of hand over.

Social distancing measures will be adhered to at all times.

Can I wait for my car when it is being serviced?

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At this time we are unable to service your vehicle while you wait. We ask you to arrange for someone to pick you up or to pre-book a courtesy car. Please note you will need to request this at the time of booking to ensure availability.

Please arrive with a clean vehicle. We will sanitise your vehicle before and after we carry out any work.

Please be mindful that children’s play areas and coffee areas are not accessible at this time.

My car is due a service, can I still make a booking?

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Yes, our service departments are open, please call your nearest branch from the list above, we look forward to receiving your call.

Can I make a booking for a recall?

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Yes, we are open, please call your nearest branch from the list above, we look forward to receiving your call.

I've received a letter to say a recall is due on my vehicle. What should I do?

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We are now open, so please call the nearest branch from the list above to book your recall appointment.

My car has broken down, what should I do?

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If you have broken down, please call our dedicated line 028 8772 6999 for emergency assistance.

I’ve had an accident, can Donnelly Group help?

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Yes, please call our dedicated Donnelly Group Accident Aftercare on 028 8772 6999.

I have a Service Plan; will this still be valid?

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Yes, your Service Plan will still be valid.

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