Autumn 2019 The

VoiceThe OfficialNFDA magazine for the Industry In this issue...

Brexit Guidance

Drive My Career Feature

Latest Consumer and Dealer Attitude Surveys

...and more!

The Voice interviews Stuart Hodson, Glyn Hopkin Operations Director AML19_FPAD(Register)v2.qxp_Layout 1 06/09/2019 17:04 Page 1

Welcome to the Autumn NFDA Membership is shaping up to be the Edition of the Voice Details Update Automotive Management LIVE best day you’ll spend away from your business this year Following the official launch of theElectric Vehicle Approved (EVA) scheme in May, over 90% of the slots available to dealerships have already been filled. The auditing process is progressing well and the dealerships that have obtained their EVA accreditation have started to display EVA branded material. Please email [email protected] for more information. In September, we published the NFDA Dealer Attitude Survey Summer 2019. Overall, there Sue Robinson was a minor decline in dealers’ satisfaction Director, NFDA levels with their respective manufacturers. To ensure our data is fully compliant with Lexus topped the survey with the highest GDPR we are required to maintain and update Dear Colleague, average score across all questions while the information we hold for our member Honda saw the biggest improvement. organisations. It would be extremely helpful if As we enter the final quarter of the year, there NFDA members could provide the following remains uncertainty surrounding Brexit. The In December, the final round of our regional meetings will take place. These meetings will information for their company, especially, where UK is about a month away from its planned there have recently been changes. This will allow be crucial to help retailers ‘Prepare for 2020’ departure from the EU and we urge franchised us to distribute the correct and most relevant and we encourage you to attend and discuss retailers to take seriously the idea that a ‘no information to the right person. You can send us the key issues facing your business. Your deal’ Brexit is fast approaching. To continue your updated details via our website or by email. to assist you, we have commissioned feedback is vital. Key information includes the main contact automotive research body ICDP to compile a In addition, we have a wide program of REGISTER NOW name, main contact email address and list of questions for franchised retailers to ask member events over the coming months. In main contact job title. Other important details of their manufacturer partners, suppliers and particular, the firstNFDA EV Marketplace may include the name and email address of themselves. Please find more details in The Seminar, our dealer trip to NADA Las Vegas Voice. your company CEO, Finance Directors, Brand and the NFDA Spring Ball 2020. Please find Manager(s), Aftersales Director, Executive PAs more information in The Voice. Drive My Career continues to grow. In as well as additional management roles. Please DIGITAL RETAILING FUTURE F & I IMI 2019, more than 20,000 young people NFDA is the voice of automotive retailers: specify your company name and membership aged between 16 to 24 were redirected by BEST BEST DEALERSHIP SEMINAR PEOPLE if you need any assistance or to register to number when you send us your updated Drive My Career to member career portals. attend a meeting or event, please email nfda@ contact details. PRACTICE PRACTICE ZONE THEATRE Additionally, Drive My Career continues to use rmif.co.uk or contact our member helpline at stories, videos and run campaigns to improve All email correspondence can now be sent to MASTER MASTER 01788 538303. the perception of our sector highlighting all our new generic email address [email protected] CLASSES CLASSES the positive aspects of a career in the retail which is monitored by our admin team. The . For more details, please member helpline remains 01788 538 303 and is email [email protected]. open from 9am to 5.30pm, Monday to Friday. NEC, Birmingham 7th NOVEMBER 2019 NFDA 2019 REGIONAL MEETINGS: DATES & VENUES automotivemanagementlive.co.uk NFDA’s quarterly regional meetings take place across the UK to provide franchised retailers with an opportunity to discuss the most topical industry issues facing their businesses. These include new and used car market, dealer and manufacturer relationships, aftersales, F&I, consumer legislation, regulatory issues as well as @AMLIVE2019 #AMLIVE HR and employment, with a focus on Drive My Career. Our members’ attendance to the meetings is extremely valuable as dealers’ inputs are instrumental in setting the direction of our work. In turn, dealers find the meetings useful as they allow them to raise concerns, learn about new matters and stay up to date on the latest happenings in automotive retail.

MIDLAND NORTH SOUTH NFDA COMMERCIAL Double Tree by Hilton, Park Royal, Warrington Hilton, Cobham VEHICLE COMMITTEE Walsgrave, Coventry • Tuesday 3 December • Tuesday 17 December 201 Great Portland Street, London • Tuesday 10 December • Wednesday 4 December NORTH EAST NMDA EXECUTIVE SOUTH WEST Holiday Inn, York 201 Great Portland Street, London If you would like to attend a meeting, please contact: Holiday Inn, Bristol • Thursday 12 December • Wednesday 18 December [email protected] • Thursday 5 December Best Practice Sponsors: Feature Sponsors:

www.automotivemanagementlive.co.uk For Sponsorship or Exhibiting Opportunities please contact [email protected] 2 3 SAVE THE DATE!

REASONABLE ADJUSTMENTS: CONSTRUCTIVE SAVE THE DATE! KNOWLEDGE OF DISABILITY RMI EMPLOYMENT LAW Did a Respondent have constructive knowledge of disability in circumstances where the Claimant had not been forthcoming about NFDA Spring Ball 2020: BULLETIN AUTUMN 2019 her disability? No, not on the facts in this case, held the EAT in A Ltd v Z. employment tribunal had found that Ms Chikale had not knowingly The automotive social The Claimant, who the parties agreed was disabled as a result participated in any illegality, there was no reason to deny her a of mental and psychiatric impairments, was dismissed by the remedy. Respondent because of poor attendance and timekeeping issues. networking event of Comment Her poor attendance was something that arose in consequence of her disabilities. the year It will be clear why the Court of Appeal came to that conclusion, in wanting to protect those who are being exploited. The tribunal found that the Respondent did not have actual knowledge of disability, but did have constructive knowledge, and The case is worth reading by those interested for its detailed the Claimant’s s.15 Equality Act claim succeeded. The Respondent consideration of the illegality defences. knew nothing more than that the Claimant had experienced personal AGENCY WORKERS problems and suffered stress as a result. However, the tribunal found that it should have made further enquiries of the Claimant and fixed Was an agency worker entitled to be offered the same number of the Respondent with constructive knowledge accordingly. hours of work as those performed by a permanent employee? The tribunal’s error was that it had only asked itself what process No held the Court of Appeal in Kocur v Angard Staffing Solutions the Respondent might have been expected to follow, but failed Limited. to then address the crucial question of what the Respondent Welcome to the Autumn Edition of the RMI Employment The Agency Workers Regulations 2010 entitle an agency worker to ought to have known. Based on the tribunal’s finding that if further The NFDA Spring Ball is the ideal event to have law email bulletin. Please note: in this bulletin MILS aims to the same conditions of work as a permanent employee, but this does enquiries had been made the Claimant would have continued to fun and network with industry stakeholders while keep you up to date on some of the latest developments in not extend to an entitlement to be offered the same number of hours suppress information about her mental health problems and refused celebrating the excellence of the automotive employment law and although the bulletin is not intended of work as those performed by a permanent employee an occupational health referral, it followed that further enquiries industry. to provide a comprehensive summary of all the changes to would have made no difference and the Respondent did not have The Court of Appeal held the purpose of The Agency Workers the law, we hope to highlight some key areas of change for constructive knowledge accordingly. The claim therefore failed. The event will be back on Saturday 25 April at the motor industry employers. Regulations 2010 was to ensure the equal treatment of agency workers and permanent employees while at work, and in respect of COUNTERCLAIMS luxurious Grove Hotel in Hertfordshire. An exciting It has been a relatively quiet time for Employment law legislation. This evening with good food, fine wine and first-class rights arising from their work. The Regulations did not regulate the The Employment Tribunal is a form for employees to bring claims year perhaps even more so, with the Government’s energy all taken amount of work which agency workers were entitled to be given. entertainment is guaranteed. We will be presenting up in another matter… Those employers concerned about assisting against their employers. If however, an employee claims breach of contract against their employer then the employer can counter claim three awards for Manufacturer of the Year, Industry EU employees before Brexit should by now be up to speed with the Comment for breach of contract in the Employment Tribunal. The Employment Partner and Special Recognition. Back by popular settled status scheme, but for any employer or employee needing This is a welcome clarification from the Court of Appeal which gives Appeal Tribunal (EAT) had to consider the following question: demand is your host and compere for the evening, a reminder, the best information is available on the Gov Website: certainty on the limits of the protections under the Agency Workers TV presenter Mark Durden-Smith! https://www.gov.uk/settled-status-eu-citizens-families/applying-for- Regulations. Can an employer’s counterclaim continue even if the employee has settled-status withdrawn their breach of contract claim? Our guest speaker will be announced soon. TUPE: KEEPING MINIMUM WAGE RECORD In this bulletin we are therefore going to look at some Case Law, as Yes, held the EAT, in Cortel Telecom Ltd v Shah. follows: Does the obligation to keep and therefore produce wage records for transferring employees remain with the transferor in a TUPE transfer? The Claimant (a sales consultant) brought a number of claims CASE LAW UPDATE following his dismissal, including unfair and wrongful dismissal, arrears Venue: No, held the EAT in Mears Homecare Limited v Bradburn and others. of pay, and claims for other payments. The Respondent brought a The Grove, Chandler’s Cross, Watford, WD3 4TG • Illegal Contracts contractual claim for overpaid salary and the value of lost business. At • Agency Workers Section 9 of the National Minimum Wage Act 1998 (NMWA) imposes an obligation on employers to keep pay records. The obligation the hearing, the Claimant withdrew most of these including a breach Date: Saturday 25 April • TUPE: keeping minimum wage records of contract claim, limiting his claim to unlawful deduction from wages. remains where the employee’s employment has ceased. A worker • Reasonable adjustments: constructive knowledge of disability On that basis, the tribunal held that the Respondent’s contractual has the right to require their employer to produce pay records if they Event itinerary: • Counterclaims claim could not proceed. However, it went on to uphold his wrongful believe on reasonable grounds that they may have been paid less 18:45 Champagne reception dismissal claim and award the Claimant his notice pay. ILLEGAL CONTRACTS than the national minimum wages. 20:00 Dinner The EAT held that the tribunal had overlooked that, following 22:00 - 00:00 Entertainment Where contracts are tainted by a legality, it is sometimes possible for The Claimants transferred to new employers under TUPE. Around Delaney v Staples, a claim for notice pay cannot be brought as an a party to the contract to argue that it is void and unenforceable in four months later, they served production notices on the Respondent unlawful deduction from wages. The claim for wrongful dismissal Dress: Black tie Law. A recent case considered the following question: requesting wage information. The Respondent failed to respond was properly brought but this meant that the Respondent was to the production notices within the 14 day time limit. The tribunal Can an employer rely on a breach of the immigration rules to argue still entitled to have its contractual claim heard, whether or not the Host: Mark Durden-Smith ordered them to pay £600 to each Claimant, that sum being 80 times that an employment contract is unenforceable? Claimant withdrew or abandoned his claim. the hourly rate for national minimum wage. No held the Court of Appeal in Okedina v Chikale Comment The EAT overturned the decision, finding that under a TUPE transfer, Ms Chikale was a Malawian national who was summarily dismissed employment does not cease for the purposes of the NMWA, it This case is a useful warning to Claimants (and their representatives) We look forward to celebrating automotive as Mrs Okedina’s live-in housemaid having been paid a derisory continues but with the transferee. Liability to keep pay records to think carefully before bringing a contractual claim, as once the retail excellence with you! sum for the work done. Mrs Okedina argued that the claims of unfair transfers from transferor to the transferee. door is opened to a counterclaim, it won’t be closed if that initial dismissal and unlawful deduction from wages could not succeed as claim doesn’t proceed. For more information The EAT recognised that it may be more convenient for the transferor Ms Chikale was working illegally because her leave to remain had and to book to maintain pay records as they had collated them but said that was Don’t forget, this advice is general in nature and will need to be tailored expired. not a good reason for the obligation not to transfer. There was no to any one particular situation. As an RMI member you have access your tickets, The Court of Appeal held that Immigration Asylum and Nationality reason why the transferee should not be in a position to insist that to the RMI Legal advice line, as well as a number of industry experts please email Act 2006 was not directed at those working illegally but instead pay records are delivered by the transferor as part of the transfer for your assistance. Should you find yourself in the situation above, [email protected] imposed penalties on those who employed people who were. As the agreement reached. contact us at any stage for advice and assistance as appropriate.

4 5 first-generation Nissan Leaf charge There is a different skill set as you comes before selling a car. distance from Harwich. They usually may need to be able to overcome the “New technology is come in, charge and carry on to London. customers’ objections and concerns Glyn Hopkin Nissan St Albans was one Q in a different way. You need to be able of the first 30 dealer groups involved in How important are Government to explain the benefits of owning an EV the pilot phase of the Electric Vehicle driving people back incentives to the consumer? in a way that comes across as being Approved (EVA) accreditation scheme genuine as some customers may be developed by NFDA. Following the A quite sceptical. It’s trying to get people to success of the pilot phase, the scheme Apart from the economic benefit, people accept the advice. was officially launched in May. Stuart tend to like the idea that they are getting into the dealerships ” is a member of the EVA steering group something back from the government. I think the new vehicles are helping and his role has been instrumental to Often, these deductions do support the industry move forward. The new the development of the scheme. The Voice interviews Stuart Hodson, In our latest Consumer Attitude consumer confidence and potentially products are likely to bring people into Survey, 51% of respondents drive consumers to accelerate their dealerships as staff are more technology Glyn Hopkin, Operations Director indicated battery range as a major buying decision. and product-focused. This can also build What are the benefits of EVA? barrier to EV purchase, but the customer trust. It will be more and more about an advisory relationship with our average distance travelled by Do electric cars need to be treated I think the scheme benefits not only Stuart Hodson joined Glyn Hopkin evolution into firstly hybrids and then EVs customers rather than just transactional. differently than petrol or diesel? franchised dealers but also those in 1993 after his A levels 26 years has made the customers much more people in the UK is much less than what people perceive. Do retailers that have less or no interactions ago and he has never looked back. likely now to go to a dealer to have all Motivating your staff is a key part with manufacturers. EVA will help the necessary information explained you see this happening also with I think it is important to avoid treating Over the past years, he has come of your role. Has the approach to bring everyone up to a good level to them. Whereas if it had just carried your customers? them differently as much as possible. across a number of challenges and your staff changed to reflect the of knowledge on EVs which is very on as petrol and diesel, people would When you start treating them differently changes in the automotive sector. changes in the industry? important for the growth of the sector. have been much more comfortable Yes, 60% of our customers could it reinforces customers’ perception In 2017, he won the prestigious that there’s something different and to just buy online. Now consumers probably manage quite happily with A lot of customers start their journey Nissan EV CEO award, where complicated about them. You want Yes, years ago you would have been are well informed as they do a lot of an EV but only 5% or 6% are buying looking at a three or four years old used Glyn Hopkin was one of just 25 to treat EVs as much as possible the very focused on results. ‘How many cars research online. However, they look for them. We use this as an example to our car and then they end up moving into in the world to be recognised for same way. On our website, we have a have you sold?’ was always the first reassurance and feedback from dealers customers: we get a lot of people from main dealer territory where they look dedicated EV section purely to optimise question. Now, although this remains their success in EV sales. Today, as well as a competent demonstration of Holland who arrive on a ferry to Harwich. at the latest cars. For this reason, you our customers’ search. what a salesperson’s job is about, it he does not see the move from the product they are considering. Our Colchester dealership is about a need high levels of knowledge across the is not necessarily the key metric. It is internal combustion engines to industry. Customers must get the right important that today’s salespeople have electric as a disruptor and he Do salespeople need different level of expertise and experience on EVs the right skills, knowledge and attitude sounds optimistic about 2020. skills to sell EVs? from the beginning to the end of their to be able to handle the process that buying and ownership journey. What are consumer attitudes “EVA will help towards electric cars? bring everyone up

There is a growing natural customer to a good level of demand now. Based on what our knowledge on EVs ELECTRIC VEHICLE customers say consumers are very ready for what‘s available now and are almost which is very important APPROVED SCHEME SLOTS hungry for what’s coming next year. The process customers go through is still for the growth of broadly the same, however, they tend the sector.” FILLED IN RECORD TIME to ask more questions and need more between EVA and key players in the EV information to reinforce the decision they sector will be announced soon. are making to switch to an EV. Electric Vehicle Approved There is a set of standards that businesses need to meet to obtain the Are supply constraints still a The new technology is driving The Electric Vehicle Approved significant issue? EVA accreditation. These cover the people back into the dealerships. (EVA) accreditation scheme most important aspects of EV retail and aftersales requirements. In retail these It is improving slightly; I think 2020 is the was developed by the What is the biggest include sales process, staff training, year we are expecting to see levels of National Franchised Dealers challenge for consumers? vehicle checks, vehicle handover, supply in line with demand. Following a successful pilot phase, the Association (NFDA) to certify advertising as well as EV warranties. retailers’ excellence in the scheme was officially launched in May There is a core of people that are With regards to aftersales, the areas How important is the role of dealers electric vehicle sector. The and over 90% of the available slots covered also include communication during this period of transition? not even close to considering it. have already been filled. The auditing They have already made a decision scheme is endorsed by the between staff and customers, aftersales process is ongoing and dealerships processes, complementary services, in their mind that an EV isn’t for Government’s Office for Low If you asked five years ago where the that have passed their EVA audit have vehicle collection and invoicing. The them. I think that’s the biggest traditional dealership would be today, a Emission Vehicles (OLEV) and started to display EVA branded point of standards are available on the website at obstacle to overcome. Especially lot of people would have said customers the Energy Saving Trust (EST). sale material. Additional partnerships www.evapproved.co.uk. would buy online and dealers would when an EV suits their lifestyle and struggle to survive. However, the driving habits. For more information and to join scheme, please email [email protected] and follow @EVApproved on Twitter

6 7 OFFICE FOR LOW EMISSION VEHICLES (OLEV) ROAD TO ZERO UPDATE Van Licence Derogation Drive demand for the cleanest vehicles so Review of Worldwide Harmonised Last year OLEV introduced legislation to Light Vehicle Test Procedure (WLTP) increase the weight limit for Category B that by 2040 all new cars and vans sold are and vehicle taxes driving licence holders driving alternatively- fuelled vehicles from 3.5 tonnes to 4.25 effectively zero emissions at the tailpipe. On 9 July HMT published the outcome of tonnes. The change in the law applies to the review into the impact of the WLTP on vehicles driven in the UK only and does not Accreditation for electric vehicle how they can drive the transition in their Vehicle Excise Duty (VED) and company allow the towing of a trailer. Drivers must also technicians own fleet, and asked them to publish a car tax. Key decisions included that complete a minimum of 5 hours training. yearly progress report. in order to accelerate the shift to zero The Institute of the Motor Industry (IMI) emission cars, all zero emission cars will In response to stakeholder feedback, earlier this year they published guidance that are seeking OLEV endorsement for pay no company car tax in 2020/21, 1% their TechSafe™ professional standard in 2021/22 before returning to the planned set out details of the training required for drivers to take advantage of the new law. and register for electric vehicle (EV) 2% rate in 2022/23 – a significant tax technicians. This aligns with the Road saving for employees. On VED, a call for It also describes the system of certification that will allow drivers to prove that they to Zero commitment to ensure the UK’s evidence will be published later this year workforce of mechanics are well trained seeking views on moving towards a more have completed the training. This change and have the skills to repair EVs safely. dynamic system which recognises smaller in legislation should help make it easier differences in CO2 emissions. for organisations to introduce alternatively TechSafe™ is a voluntary scheme fuelled vehicles into their fleets. with three aspects: Go Ultra Low Electric Vehicle Approved – • Standards to ensure that EV technicians are suitably trained to Dealership Accreditation Scheme Go Ultra Low (GUL), the joint work safely; government and industry campaign to Following a successful pilot, government • Requirement to demonstrate promote ultra-low emission vehicles has endorsed the ‘Electric Vehicle Approved’ training to the appropriate level; just launched its consumer advertising scheme. In its first year of operation OLEV • A professional register which campaign. A targeted fleet campaign, is providing financial support toward the qualified technicians will be run in association with the Energy cost of audits for accreditation to the eligible to join, regardless of Saving Trust will be launched later in the WLTP and the plug-in vehicle grants scheme. The scheme has been developed training provider. year. by the National Franchised Dealers OLEV wrote to all grant-receiving Association (NFDA) and the Energy Government Fleet Commitment Plug in van grant manufacturers in June 2019 to explain Savings Trust and provides that they will adopt WLTP standards for customers with a guarantee In the Autumn Budget 2017, the The first ultra-low emission heavy the plug-in grant eligibility criteria for cars that an Auto Retail Business Government made a commitment that goods vehicles (HGVs) are now eligible and light vans. From 1 September 2019, has achieved certain 25% of central government cars will be for the Plug-in Van Grant. The British all cars and light vans (including those standards in EV sales and ultra-low emission by 2022, followed made Paneltex Z75 7.5 tonne truck and currently eligible for the grant) must meet service. by a further commitment in last year’s the BD Auto e-Ducato 4.25 tonne van the eligibility criteria for CO2 emissions and Road to Zero strategy that 100% will be are now be eligible for the grant. The Auto Retail Businesses first 200 eligible HGVs will benefit from zero emission range using WLTP data to ultra-low emission by 2030. receive the grant. For plug-in taxis, OLEV have a critical role in a higher grant rate of up to £20,000 will accept the WLTP ‘electric city range’ the success of zero The Government Car Service, managed per vehicle. Given the early state of results. The eligibility criteria are otherwise emission vehicles, and by the Department for Transport, is the market for ULEV vans, there are no unchanged. This means that some vehicles particularly in advising on track to meet the targets, with plans to change plug-in van grant rates will no longer be eligible for the scheme. customers about electric vehicles making up 23% of the at the current time. The plug-in van They do not expect this will affect many the advantages, entire fleet today. The then Transport grant will continue in some form until at vehicles. All vehicles currently eligible for practicalities and Secretary wrote to every government least 2020. OLEV will provide as much the Electric Vehicle Homecharge Scheme costs of going department to reinforce the 2022 notice as possible before any future will continue to be eligible. electric. pledge, provided detailed guidance on changes to grant levels are made.

8 9 NFDA EV MARKETPLACE NFDA Parliamentary SEMINAR Engagement Programme Book your place! CONTINUES IN 2019 Date The NFDA Parliamentary Engagement Programme was launched two years ago Tuesday 3 December 2019, 10:00 to 13:00 to raise awareness of the contributions the retail automotive industry makes Venue to the local and national economy. Over the past two years, many MPs and parliamentarians have met with franchised retailers in their constituencies. Avon Suite, Warwick Hilton, CV34 6RE

The new NFDA EV Marketplace Seminar will take place on 3 December 2019 at the Warwick Hilton. Keynote speakers will walk dealers through the electric vehicle landscape and analyse challenges and opportunities for the sector. These will include current issues such as supply constraints and consumer barriers as well as future market trends.

Additionally, EV focused exhibitors past three and a half years, will showcase their latest products Oliver is an experienced and and services. The event will end with a well-networked corporate networking lunch. communications professional, having worked in both brand (SEAT, ) and function Confirmed speakers roles at a national and global level. Graeme Cooper, On Friday 12 July, Tom Tugendhat Electric Vehicles Oliver’s key responsibility is MP visited Humphries & Parks Project Director at to co-ordinate a UK Group- Mitsubishi in West Malling. the National Grid. level stakeholder engagement Alex Chalk MP for Cheltenham

Graeme leads National strategy by maintaining Tom Tugendhat MP for Tonbridge and visited Inchcape UK VW Friday 16 Grid’s work on relationships with brand Malling met with Humphries & Parks August. During the visit, the following electric vehicles and Oliver Larkin, PR, legal, Governmental On Friday 5 July, when JLR Managing Director Marcus Joy and topics were debated: consumer decarbonisation of Group UK Head of Group Affairs, media, and industry announced their latest investment NFDA Director Sue Robinson. The confidence and the effects of transport by leading Corporate and Public representatives. in electric cars, Sheryll Murray MP key themes of discussion included the uncertainty caused by Brexit, and coordinating all Relations. the relationships between dealers employment levels in our industry, as Further details including visited NFDA member Roger Young the work relating to the and manufacturers, the need for well as diesel and the development Having led Investor Relations the other speakers will be Ltd in Saltash. UK regulated business Government to provide clarity on the of the electric vehicle sector. of National Grid. at Volkswagen AG for the announced soon. Brexit process as well as business The MP met with Roger Young’s issues in the local area. Sales Managers Chris Johns (Land These visits provide an ideal Cost opportunity to discuss key issues Rover) and Danny Street (Jaguar). The On Monday 29 July, Jim Cunningham • Dealer Member delegates £25 + VAT per person MP for Coventry South visited Johnsons affecting the automotive sector. main topics of discussions were the Hyundai in Coventry. The MP met NFDA will continue to develop the • Non-member dealer delegates £75 + VAT per person franchised dealer’s levels of investment, with David Wright, Johnsons Hyundai Parliamentary Engagement Programme • All other delegates £225 + VAT per person electric cars and the decline in sales of Franchise Manager, to discuss key allowing franchised retailers to • Stand plus two delegates £2,200 + VAT diesel vehicles, the career opportunities issues facing the automotive retail sector engage with their local MPs and • Stand plus two delegates for EV focused NFDA associate members FREE that the automotive retail industry including franchised dealers’ investment parliamentarians. If you would like to offers as well as the uncertain political levels and the implications caused by host your local MP, please email To book your place, please contact [email protected] environment. the shift towards electric vehicles. [email protected]

10 11 (e.g. Vauxhall Astra and Vivano, ), • Will OEMS offer support to new car working in the UK should apply for or producing in the EU, but using customers caught by extended lead settled status if they have not done so components sourced from the UK (e.g. times? already. See here for details: https:// NFDA launches ‘no Toyota using engines from Deeside, or www.gov.uk/staying-uk-eu-citizen. • Will additional stock of commonly sold BMW using engines from Hams Hall), model derivatives be landed in the UK Permanent residence can be applied there would be a delayed effect of ahead of October 31st to mitigate as for if staff have lived in the UK for five vehicles using parts imported/exported much as possible against disruption to years, otherwise they should apply after October 31st, having a higher parts deal’ Brexit toolkit and supply, as occurred in Q1 and 2, 2019? to the EU settlement scheme to be cost which would presumably be passed If so, how much supply in months, and able to remain in the UK. See here for onto consumers in due course. on which models and derivatives? details: https://www.gov.uk/settled- The disruption of “no deal” is already status-eu-citizens-families . Current UK • Will there be any changes to the range reflected in a weakened exchange government advice is that the deadline helpdesk for members of models and derivatives offered to for applying if there is exit with a deal rate for Sterling vs Euro, and although UK customers? both would be affected by a “no deal”, is 30/06/21, but no deal would mean Sterling is likely to be more affected. • Will there be any changes to financing applying by 31/12/20, but this advice The United Kingdom is only a few days away from its planned departure from This will therefore create price inflation and dealer invoice points for new cars? may change and should be checked. for any imported product, or product the European Union. The legal and political reality is that the new government • Will there be any other changes to with imported content, quite separate financial services? under Prime Minister Boris Johnson will take the UK from any tariffs. It will also increase the real cost of incentives in the UK Parts out of the EU on 31 October, with or without a deal. market for manufacturers reporting in other currencies and reduce the profits. • Will there be any changes to parts It will therefore be less attractive for prices, whether wholesale, trade, fleet The United Kingdom is only a few days QUESTIONS DEALERS manufacturers to support marketing or retail? away from its planned departure from the SHOULD BE ASKING OF programmes in the UK, with for example, • Are there any anticipated impacts European Union. The legal and political MANUFACTURERS – AND subvented finance. on parts availability? If so, which reality is that the new government under categories of parts are expected to be Prime Minister Boris Johnson will take THEMSELVES – ABOUT impacted the most? the UK out of the EU on 31 October, with PREPARATIONS FOR or without a deal. ‘NO-DEAL’ BREXIT • Are any precautions being taken to • Equally, dealers should be thinking hold increased spare parts buffer Franchised vehicle retailers must now Automotive distribution stocks in the UK to avoid increased ahead about how they will change their take very seriously the idea that a ‘no research, insight, levels of VOR? approach to recruitment and training deal’ Brexit is fast approaching and take implementation of new staff should the supply of steps to mitigate against the potential • Will manufacturers provide any labour supply become more restricted, financial support to customers or threats associated with this outcome. No-Deal Brexit raises a whole host of particularly relevant to workshop dealers where a car is off road for difficult questions for UK automotive technicians. If the UK leaves without a deal, the UK an extended period due to stock distribution, and no easy answers. will immediately shift to trading under availability impacts, requiring courtesy • Dealers should be prepared to start Dealers should be assessing the risks cars for longer? advising customers on possible impact to their business, which includes to supply and lead times for new cars, seeking assurance and guidance from Changes in trading rules and possible delays on parts supply for their franchise OEMs. In addition, logistical delays are a real risk, on cars and parts, including the • Has the manufacturer put the aftersales. A strong September will be Key Risk Areas impacts of handling of import licences. arrangements in place for handling desirable given the supply and price Therefore, Dealers should be asking changes in import rules, and will uncertainty after that, and so even Given that default to WTO rules would manufacturers as to what they intend dealers be expected to do anything though customers may have become be the most likely outcome, and in that to do to manage the changes. There differently? For example, will the very cautious, dealers would be scenario the UK shifts to ‘third country’ are other, less obvious uncertainties manufacturer and/or importer handle justified in encouraging customers to status, tariffs of 10% would then be including possible impacts on all aspects of new administrative tasks buy sooner rather than later if they plan automatically imposed on the wholesale manufacturer’s financial businesses. set out for managing trading terms? to buy in the next six months. price of cars entering the EU from the be levied on car parts in the event of a UK; therefore, the UK is almost certain no deal, for a limited period that remains QUESTIONS FOR OEMS More details: https://www.gov.uk/ • Although manufacturers should have to place similar tariffs on cars entering unspecified. This 0% tariff will apply government/publications/partnership- put in place additional UK stocking of the UK from the EU. It is unclear what to aftermarket parts as well as parts New Cars pack-preparing-for-a-no-deal-eu-exit/ fast-moving aftermarket parts lines, tariffs would be applied on non-EU destined for new vehicle assembly, and, preparing-for-a-no-deal-eu-exit-step-by- some Dealers may want to consider as for cars, the same tariffs would have • Will there be any changes to wholesale sourced imports, but existing EU trade and advertised list prices on new cars? step-guide-to-importing building their own buffer of the fastest agreements with third party countries, to be applied to all imports so that, for moving parts lines, for example, those example, a 0% tariff would apply on car If so, what and when? • Are any special measures expected to whether specific agreed tariffs are be put in place for dealers in Northern that are typically consumed and sold the World Trade Organisation framework. implemented or due to be implemented, parts from the EU and China alike. • Will wholesale and retail prices on new on a weekly basis. Trading on these terms is likely to cars on order now for delivery after Ireland? will become invalid for UK trade and so Despite these Government involve tariffs on imports and exports, October 31st be honoured at the prices As of writing we think this a fair tariffs for these countries now and in the announcements (prior to the change in What should Dealers be an increased regulatory burden for offered at the time of ordering? assessment, but we cannot guarantee future will all default to the same decided PM) regarding special concessions for doing to prepare their own businesses and delays to the delivery of any of this will be pertinent as of October rate (i.e. 10%) until a new bilateral UK imported car parts, there is a risk related • Will there be any lengthening of lead business? vehicle stock and parts. 31st, as obviously the situation remains trade deal is agreed with each country. In times on new cars? If so, what lead to the parts content of cars. There is no • Weakening of sterling against the Euro very uncertain and unpredictable. all cases it is reasonable to expect that time impacts are expected on each NFDA commissioned automotive guarantee that the Government measure, may deepen, meaning that currency prices will go up by the level of change in model? Note that this question remains For further assistance on the research body ICDP to compile a key list if implemented, will be mirrored by the risks should be managed as best as tariff (i.e. 10%). highly relevant to UK built product, as guidance and no deal readiness, of questions for franchised dealers to ask EU. In the worst case, any manufacturer they can. of their manufacturer partners, suppliers The UK government stated in March who is producing in the UK, but using disruption to production schedules are please contact NFDA’s Brexit helpdesk and themselves. 2019 that their plan is that no tariffs will components sourced from the EU a real possibility. • Staff who are EU nationals living and by emailing [email protected].

12 13 REVEALS 95% OF AUTOMOTIVE SECTORS CAMPAIGN APPRENTICES WOULD STAY GENERATES THOUSANDS OF VIEWS WITH THE SAME COMPANY IF THEY RECEIVED A JOB OFFER During the summer, Drive My Career ran Findings from Drive My Career’s latest Insight revealed that 95% of apprentices would a campaign to raise awareness of the job remain with the same company if they received a job offer after their apprenticeship. roles available in the different sectors or business areas of the automotive Industry. Drive My Career is the employment initiative Almost 40% of respondents said the The encouraging figures demonstrate the The campaign has run for nine weeks across launched by the National Franchised Dealers ‘earn while you learn’ element is the most importance of investing in the workforce of Association (NFDA) in February 2018 to important part of an apprenticeship. This the future. The automotive retail industry Facebook, Twitter, Instagram and LinkedIn. improve the perception of the automotive was closely followed by ‘understanding the offers a wide range of rewarding, entry- industry among young people. The work environment’ (27%) and ‘gaining early level roles to those looking to start their initiative targets 16 to 24-year-old potential work experience’ (26%). professional career. Drive My Career #DMCAutoSectors candidates to raise their awareness of the promotes these exciting and often forgotten Each week the focus was on a different sector or business area, exciting career opportunities available in the Drive My Career’s findings mirrored the trend aspects of working in the retail automotive including technicians, sales, customer service, HR and marketing. retail side of the automotive industry. at one of its biggest members, franchised industry. The campaign included information on the career progression dealer group JCT600. JCT600 operates within the sector, typical job tasks, the qualifications needed, Drive My Career polls its target audience in Yorkshire, Lincolnshire, Derbyshire, Since January 2019, more than 17,000 apprenticeship awareness material and blog posts. every two months to explore their perception young people have been redirected by Nottinghamshire and the North East. of working in the automotive industry and Drive My Career to the career pages of its This campaign targeted Drive My Career’s audience of 16-24 years old, with different keywords, depending on the sector promoted. understand what they view as an ideal Katie Saunders, JCT600 HR Director, members. Social media platforms including career. This survey had 387 responses commented, “We recruit between 40 and 50 Facebook, Instagram, Twitter and YouTube The posts with the #DMCAutoSectors hashtag was seen by over and revealed positive attitudes towards Apprentices each year through our Group are the key channels of communication used 60,000 people during the campaign. apprenticeships. Programme. We employ immediately on to connect with the target audience. Drive My Career’s YouTube channel now has over When asked whether they preferred to go to permanent contracts rather than temporary Career Progression or “Apprenticeship” contracts because we 220,000 views. university or start an apprenticeship, nearly Managing Director half (47%) opted for the latter. Additionally, see our Apprentices as long-term future A new survey has been carried out to CUSTOMER OUTREACH the vast majority of respondents (95%) talent. Ensuring that they have great mentors explore the guidance that young people Marketing Reach out to unengaged customers and offer support answered ‘yes’ to the question ‘after an is also key. We are proud of our 95% would like to receive when they search for a Director apprenticeship, would you continue to work retention rate once they have qualified and new career. The findings of this new insight ENQUIRIES Marketing Working for the same company if they offered you the we have multiple examples of apprentices have recently been shared with Drive My Manager Help the customers with their enquiries about a job?’. growing with us to become Managers”. Career members and will be published soon. Brand Marketing Manager Week product or a service Marketing & PROBLEM SOLVING Marketing Digital Find ways to help solve your customers’ concerns After an 5% What career Assistant Communications Executive Apprenticeship, Yes route would 47% would you continue No you prefer to University Drive My Career has recently interviewed Becky Welsby, a Trainee Sales Executive at to work for the take? same company, if Apprenticeship Chapelhouse. Drive My Career asked Becky a few questions about her journey with they offered you Chapelhouse and what her role entails. the job? 95% 53% How did you check all the cars that come in to ensure that can and cannot do. I like to deal with them with get into the they are in good condition. We go through the honesty and transparency, and it’s nice to see automotive same process with every customer that comes people physically relaxed around you when they industry? into the showroom. You learn how to do this realise you just want to help them. When people are comfortable talking to you, they are more I started working during your training. We qualify our customers likely to engage with you. What do you think is the most important part of an Apprenticeship? with Chapelhouse to make sure we can find the right car for them. in January. Before Every day we contact a minimum of 22 people Do you have any recommendation for young 40% I was working to see how they are getting on with the car they people thinking about starting a career in the 35% Earn while you learn in a bar in Manchester, which sounds fun, but bought or if their finance agreement is coming automotive industry? I wanted to change the environment. I wanted to an end as well as to review their accounts to 30% I would suggest to anyone to at least give it a to get out of it and do something a bit more make sure their car is still suitable. It’s mainly Understanding the work environment try. Especially, if you are not sure about what 25% rewarding, build more of a career. One of my keeping in touch with our customers, being there you want to do. It’s a really good industry to Meeting new people friends worked here and he recommended for them and to help them find the car that suits 20% start a career. Plus, at the end of the day, in Chapelhouse because they were taking on their lifestyle rather than pushing new cars onto my sector, you are in charge of what you earn. 15% Have support from the training provider trainees. So, I thought, you know what? I’ll do them. The company gives us a basic salary and there 10% it! I had never worked in sales before. I was a bit What is the part you enjoy most? isn’t any pressure on you to meet targets. You Gaining early work experience nervous about it, but I thought I’d give it a go. 5% get different types of objectives in all industries, So, I came, I did some training and I loved it! It’s I have always loved customer service and been performance reviews for example, but you get a 0% been much better than I expected, and I haven’t customer-focused; I love customers’ feedback. lot of support here. Overall, you feel good when looked back! It’s been rewarding when they have told me that I have made the car buying process easy for them you meet your targets. It gives you a push with Can you describe your role? For more information about Drive My Career, and they felt relaxed around me. I enjoy going clear, achievable goals. I am in a Suzuki franchise. We look after the through the process with them and explain that The start of this career has helped me a lot also in please visit www.drivemycareer.co.uk or email [email protected] showroom to make sure it is always in order. We we are regulated and there are things that we my personal life, it has given me a path to follow.

14 15 LEXUS 9.1 (8.8) Manufacturer ratings RECORD RESPONSE RATE FOR NFDA 9.1 (9.3) The all-important SUZUKI 8.4 (7.5) question ‘how would you TOYOTA 8.2 (9.0) rate your manufacturer SEAT 8.0 (8.0) overall?’ had an average MAZDA 8.0 (7.4) MERCEDES 7.9 (9.0) score of 5.6 points, which DEALER SUBARU 7.3 (6.6) was 0.2 points lower than PEUGEOT 6.9 (6.4) six months ago and 0.1 HONDA 6.8 (5.7) points down from last VOLVO 6.6 (5.6) year. Lexus and Kia (9.1) NISSAN 6.6 (5.7) ATTITUDE were joint top performers, MINI 6.0 (6.6) followed by Suzuki (8.4) LAND ROVER 5.8 (6.2) SKODA 5.6 (6.4) and Toyota (8.2). The DACIA 5.6 (5.8) manufacturers with the MITSUBISHI 5.4 (6.1) SURVEY lowest ratings were BMW VOLKSWAGEN 5.2 (5.0) (3.3), Alfa Romeo and RENAULT 5.1 (5.0) The NFDA Dealer Attitude Survey Summer 2019 saw a record Abarth (2.6). FORD 5.0 (5.5) response rate from dealers revealing a minor decline in dealers’ JAGUAR 4.8 (4.9) VAUXHALL 4.3 (4.3) satisfaction levels with the relationship with their manufacturers. HYUNDAI 3.9 (6.0) FIAT 3.7 (3.7 3.5 (4.5) The NFDA Dealer Attitude Survey Summer 2019 was conducted in July and published in September 2019. It asked Average franchised dealers 53 questions about their on-going relationship with their respective manufacturers. The questions JEEP 3.4 (3.4) 5.6 CITROEN 3.4 (3.3) covered a range of business issues and the impact on dealers’ satisfaction levels with their manufacturers’ relationship. BMW 3.3 (4.4) NFDA surveyed 30 franchise networks and received 2,077 responses from dealers, equating to a record 50% response ALFA ROMEO 2.6 (3.5) rate. Responses are scored from 1 (extremely dissatisfied) to 10 (extremely satisfied). ABARTH 2.6 (4.4)

0 1 2 3 4 5 6 7 8 9 10

Movement in HONDA 57.7 (-26.5) Overall average score LEXUS 8.7 (8.5) score SUZUKI 41.5 (26.9) KIA 8.6 (8.8) VOLVO 38.7 (33.7) Lexus had the highest VAUXHALL 29.1 (-4.5) TOYOTA 8.1 (8.6) There was an average score of all PEUGEOT 28.0 (36.2) SUZUKI 8.1 (7.3) overall average MAZDA 27.9 (-9.0) questions of the survey MERCEDES 7.7 (8.4) loss of -5.7 SUBARU 22.9 (31.3) 7.3 (6.9) NISSAN Average 19.2 (-18.3) with an overall average of SUBARU points across all 5.7 SEAT 7.3 (7.2) VOLKSWAGEN 14.5 (-18.9) 8.7 out of 10 points. After questions of the RENAULT 14.3 (-35.5) MAZDA 7.3 (6.8) four consecutive surveys survey. Honda LEXUS 11.7 (15.3) HONDA 6.9 (5.8) at the top, Kia was the (+57.7), Suzuki SEAT 1.0 (39.4) PEUGEOT 6.8 (6.3) CITROEN -1.9 (-8.4) second-best manufacturer VOLVO 6.4 (5.7) (+41.5) and SKODA -3.8 (33.7) with 8.6 points. Suzuki NISSAN 6.2 (5.8) Volvo (+38.7) DACIA -6.7 (0.6) KIA -8.2 (12.9) and Toyota followed with MINI 6.2 (6.7) had the largest FORD -14 (-1.8) 8.1 points. Fiat (3.4), Alfa VOLKSWAGEN 5.9 (5.7) improvements in MITSUBISHI -15.7 (-16.9) Romeo (3.0) and Abarth SKODA 5.8 (6.0) score, Suzuki and JEEP -16.0 (-2.8) MITSUBISHI 5.8 (6.1) LAND ROVER -26.8 (38.7) (2.9) were at the bottom Volvo continued -27.7 (-3.1) LAND ROVER 5.5 (6.0) MINI of the table. On average, MERCEDES -32.1 (89.4) VAUXHALL 5.2 (4.8) the positive trend there was a slight decline JAGUAR -32.8 (45.5) RENAULT 5.2 (5.1) started six months FIAT -34.3 (-6.8) of -0.1 points. FORD 5.2 (5.5) ago. BMW (-67.2), AUDI -38.0 (-29.0) JAGUAR 4.9 (5.5) Abarth (-78.4) and TOYOTA -38.4 (17.6) ALFA ROMEO -56.8 (43.6) AUDI 4.6 (5.3) Hyundai (-86.3) BMW -67.2 (-46.8) CITROEN 4.4 (4.5) experienced the ABARTH -78.4 (-6.5) HYUNDAI 4.3 (6.0) biggest losses. HYUNDAI -86.3 (21.6) DACIA 4.3 (4.3) BMW 4.2 (5.5) Average -100 -80 -60 -40 -20 0 20 40 60 80 5.8 JEEP 3.5 (3.8) FIAT 3.4 (4.0) “This year’s record response rate shows the value that Positively, average satisfaction levels with manufacturers’ alternative ALFA ROMEO 3.0 (4.1) franchised dealers place on the survey. In turn, it is fuel vehicle offering continued to increase. The average score grew ABARTH 2.9 (4.4) encouraging to see that manufacturers use the survey from 4.8 points last year to 5.0 six months ago and 5.2 now.

0 1 2 3 4 5 6 7 8 9 10 to understand the main issues affecting their dealer Current profit return and return on capital seemed to represent two networks”, said Sue Robinson, NFDA Director. areas of concern for dealers with average scores of 4.7 and 4.6 points respectively. For more information about the survey, please email [email protected] or Despite a small decline, with an average score of 6.4, dealers remained fairly satisfied with their margins on NFDA urges manufacturers to continue to work closely with their visit https://www.nfda-uk.co.uk/reports/dealer-attitude-survey/ used car sales demonstrating that this was a key area dealer networks to address these issues and provide the basis for the of focus during the first half of the year. automotive industry to thrive despite the external challenges.

16 17 b) Are there any barriers Access to charging 53% to you buying an Battery range 51% NFDA CONSUMER ATTITUDE electric car? (2,085 respondents) Cost of purchasing a vehicle 47% SURVEY 2019 EV INSIGHT: No - there are no barriers to me buying 14% Other barriers 6% MOTORISTS FOUR Not sure 8% TIMES MORE LIKELY I already own an electric car 1% c) You indicated range is an issue. How d) You indicated charging is an issue, why is this? (1,061 respondents) far would you want to be able to drive Among those indicating that access to charging is a barrier to purchasing an electric vehicle, TO GO ELECTRIC before recharging? (1,061 respondents) almost 8 in 10 view a lack of charging points in public areas as a specific barrier. Lack of charging points in public places such as car parks in 78% 500+ miles 17% shopping centres or at stations

Lack of off street parking at home 57% The findings of the latest Consumer Attitude Survey EV Insight revealed that 200-500 miles 32% to install a charging point if all drivers in the market were to make their next car purchase now, we could 200-250 miles 23% Lack of charging points at work 40% expect the proportion of hybrid and pure electric cars to quadruple. 150-200 miles 19% Other 5%

Up to 150 miles 8% Not sure 2% The NFDA Consumer Attitude Survey was launched in 2017 to These concerns include access to charging points (which 53% investigate consumers’ perceptions of the different aftersales of consumers selected as an issue), battery range (51%), and the servicing providers in the UK. This year, the format of the survey cost of purchasing an electric vehicle (47%). Among those who was redesigned to include more questions and participants indicate charging as a barrier, 78% agree that a lack of charging LAS as well as provide a more detailed insight into consumers’ points in public places such as car parks in shopping centres is perceptions of franchised retailers, independent garages and a reason this is a barrier (figures b and d). 2020 VEGAS non-franchised national chains. This was the seventh issue of the Although the percentage of consumers that do not see any survey and was executed by Public Knowledge, an independent barriers to the purchase of electric cars has increased to 14% research agency that polled 2,000 consumers across the UK in a from 11%, it remains low. 15-minute online questionnaire. Sue Robinson, NFDA Director, said, “The survey demonstrates Participants were asked which car they would buy next (figure a): that consumer attitudes are shifting. Drivers are now four 60% responded a petrol vehicle and only 16% said they would times more likely to buy an electric vehicle. This is beneficial for purchase a diesel vehicle. Hybrid vehicles scored a significantly franchised dealers who are best placed to service the growing high proportion with 16% of consumers expecting to buy a electric demand in the car market. Combined with the 75% of hybrid, which is four times the current ownership at 4%. The 4% new vehicles purchased at franchised dealerships, the dealers of consumers intending to buy a pure electric car is also four are likely to take market share in the near future, ensuring times current ownership at 1%. Almost one in three consumers a consistent and reliable service to as many consumers as responded ‘don’t know’ indicating a degree of uncertainty. possible.” Whilst the percentage of participants wanting to buy an electric NFDA will be publishing further insights from the Consumer Join NFDA’s dealer trip to the NADA 2020 in Las Vegas! vehicle is significantly higher than expected, the consumers Attitude Survey over the next months. For more information surveyed still mentioned a number of concerns in relation to about the survey, please visit www. https://www.nfda-uk.co.uk/ Once again, NFDA is organising its highly successful dealer trip to NADA 2020 in Las Vegas. Every year, purchasing an electric vehicle. reports/consumer-attitude-survey NADA provides franchised retailers with an ideal opportunity to discuss the most topical industry issues with colleagues from around the world and learn about new trends and opportunities. 64% 60% Departure date: Thursday 13 February. Return date: Monday 17 February 2020. Intention for next car a) Will the next car Intention for next car (when stripping out ‘Don’t knows’) The package will include: • Two evening meals at a top-quality restaurant 42% you buy be? Current car • Invitations to NADA private receptions 31% 30% • NADA Convention registration • Visit to a large dealership – guided tour around all • Optional - Economy return flights from London 16% 16% aspects of the business Heathrow with British Airways or Virgin Atlantic 11% 11% (upgrades subject to availability) 4% 3% 4% 3% 4% • Four nights accommodation at the five-star Wynn Hotel 1% 1% 0.1% Contact us on 020 73073404 or • Airport transfers and all transport provided in Las Vegas Petrol Diesel Hybrid Pure Electric Plug in Hybrid Don’t know email [email protected] to book your place.

18 19 Moneypenny is the UK’s leading outsourced communications provider. Over 13,000 companies ASSOCIATE MEMBER trust us to look after their telephone answering, live chat and switchboard services.

www.moneypenny.co.uk ASSOCIATE MEMBERS [email protected] DIRECTORY 0333 202 1005

Keytracker Ltd have been supplying key and asset World’s leading provider of management systems to all different businesses innovative solutions for all aspects nationally and internationally since 1996. of vehicle washing. www.glass.co.uk www.keytracker.com +44 (0)203 897 2500 www.washtec-uk.com 0121 559 9000 [email protected]

www.emac.co.uk www.kaercher.com/uk 0330 099 6826 01295 752 000 www.1link.co.uk [email protected] [email protected] 0845 130 6120

A Creative Design & Development Studio Delivering Innovative Digital Solutions. www.autoguardwarranties.com www.cazana.com/uk www.bluemantis.com Tel: 03432 271 499 Tel.: 0203 475 1492 Tel: 0113 323 1700 [email protected] [email protected]

wearemarmalade.co.uk Tel: 01733 907 402 www.autoservicefinance.com [email protected] Tel: 0800 6120946 www.micheldevergroup.co.uk Tel: 01926 816801

20