Frequently Asked Questions

We've answered everything we frequently get asked by our customers. We'll add more questions as they come in, so if you need a quick answer, you'll find them below!

GENERAL FAQs

MY RADIO UNIT IS LOCKED. WHAT SHOULD I DO?

If you require assistance with unlocking your infotainment unit, please contact us where we will be able to advise. Usually, it's the last four digits of your vehicles chassis number, but sometimes the unit may need to be sent back to Suzuki GB for decoding.

Please note there may be a charge for the postage and time taken to extract and refit the unit.

CAN I DRIVE MY SUZUKI IN LONDON’S ULEZ ZONE?

Euro 6 became mandatory for all new heavy duty engines for goods vehicles and buses from January 2014, September 2015 for cars and light vans, and September 2016 for larger vans up to and including 3.5 tonnes gross vehicle weight.

Find out if your vehicle meets emissions and safety standards required to drive in London, or if you need to pay a daily charge: https://tfl.gov.uk/modes/driving/check-your-vehicle/

For more information visit the official site: https://www.london.gov.uk/what-we-do/environment/pollution-and-air-quality/mayors-ultra-low-emission-zone-london

WILL E10 PETROL BE COMPATIBLE WITH MY SUZUKI?

E10 petrol contains up to 10% renewable ethanol, which is added to reduce CO2 emissions and help tackle climate change. E10 petrol is compatible with almost all (95%) petrol-powered vehicles on the road today, including all cars built since 2011.

General guidance on this subject is that Suzuki petrol models from model year 1992 are compatible with E-10 fuel. However it is recommended that you read the owners manual for 'Recommended Fuel' before filling. Later vehicles also have a sticker on the fuel flap showing the E-10 compatibility.

You can check your own vehicles compatibility by checking on the Government website; https://www.gov.uk/guidance/e10-petrol-explained#compatibility you can also find this information in your Suzuki owners manual under the Fuel/Oil section, it should state if your vehicle is ok to run on Ethanol blend fuel.

GENERAL ENQUIRIES

If you have a question, it's best to get in contact with us directly and we’ll do our best to help you.

If you want to get in touch with the manufacturer instead, please call the Suzuki Customer Service team on 08085 011959 option 2 or alternatively you can email them on [email protected]. They are open Monday – Friday 8.30am – 5.30pm, excluding Bank Holidays.

AFTERSALES FAQs

MY CAR NEEDS A SERVICE/REPAIR, WHO SHOULD I CONTACT?

In the first instance, please contact your local Dealer: Town & Country Cars. Our service centres, at both our Ash and Holybourne branches, are fully operational and able to provide full Aftersales support to our customers.

Our Aftersales department can be contacted between the hours of 8.30am and 5.30pm Monday to Friday, and 8.30am and 12:00pm on Saturday.

Ash can be reached on 01252 796979 option 2; Holybourne can be reached on 01420 82288 option 2; both branches can also be reached via email: [email protected] 

HOW DO I REDEEM MY AA ROADSIDE ASSISTANCE?

To redeem your AA roadside assistance, all you need to do is call the Suzuki AA assistance renewals team. Just save, and call, this number: 0330 053 0427.

For Suzuki Roadside Assistance, call: 0800 107 1155. For Suzuki AA Assistant Lite Activation, call: 0800 197 7618. 

If you need help or product technical assistance or anything else, please contact us and a member of our service department will be able to assist you.

ACCIDENT AFTER Q1: I’VE BEEN INVOLVED IN AN ACCIDENT, WHAT SHOULD I DO?

If you’ve been involved in an accident, especially if there’s extensive damage, and you need to make an insurance claim, the first thing you should do is call Suzuki First, even before your insurer. Accident Aftercare is completely FREE for all Suzuki owners, 

no matter who was at fault. The Suzuki First Customer Service team can be reached on: 0800 107 1156.

ACCIDENT AFTER Q2: DO I HAVE TO CALL MY INSURANCE COMPANY FIRST?

Simply put, no. If you go through an insurance company, your Suzuki will be sent to their choice of bodyshop, usually with the cheapest price tag. Once it’s there it will get fixed, but the bodyshop may not use Suzuki Genuine Parts or the latest Suzuki repair

standards– in a nutshell, this could decrease your car’s value.

Suzuki Accident Aftercare, on the other hand, means you can make sure your repair is completed at a Suzuki Approved Body & Paint Centre, which operates to Suzuki repair standards and only uses Suzuki Genuine Parts – keeping your Suzuki 100% Suzuki.

FINANCE & WARRANTY FAQs

CAN I GET ANY HELP WITH MY SUZUKI FINANCE PAYMENTS?

If your finances have been impacted in any way, we are here to help and so are Suzuki Finance.

Please visit the Suzuki Cars Finance Company website to find more information. They have options available if you’re worried about making your payments, and tools to help you manage your money in uncertain times – https://www.blackhorse.co.uk/help.html

If you think your money worries might be long term or you’re not sure which option is right for you, please visit our Money Worries website for more information – https://www.blackhorse.co.uk/help/moneyworries.html

If you’d like to speak to someone, please call Suzuki Finance on 0344 824 0876 (open 8.30am – 6pm Monday – Friday and 9am – 1pm Saturdays) to speak to a member of the Customer Service team.

MY CAR NEEDS A REPAIR WHICH MAY BE COVERED UNDER MY MANUFACTURER WARRANTY WHICH IS ABOUT TO EXPIRE, WHAT SHOULD I DO?

Please make sure that you log any concern with us at the earliest opportunity as you would do normally. If we’re closed, please contact Suzuki Customer Services who will log your concern and advise you accordingly.

Their Customer Service team can be contacted between the hours of 8.30am and 5.30pm Monday to Friday and can be reached on 08085 011959 option 3 or via email [email protected]

CAN I INSURE MY VEHICLE DIRECTLY WITH SUZUKI?

The short answer is…yes; of course you can! Simply take note of these numbers or ask a member of staff on your next visit.

For Quotes & Renewals, call 0800 980 1695. Lines open: Mon to Thu (0830-1930); Fri (0900-1800); Sat (0900-1700).

Claims & Accident Helpline - Call 0330 100 7829. Lines open 24 hours.

For Lost or Stolen Key Claims (for optional cover holders) - call 01480 598 896. Lines open 24 hours.

Policy Changes - Call 0330 100 3164. Lines open: Mon to Thu (0830-1930); Fri (0900-1800); Sat (0900-1700).

SALES FAQs

HOW CAN I ACQUIRE A PART-EXCHANGE VALUATION FOR MY CURRENT VEHICLE?

Any requirement for a part-exchange of your current vehicle will mean the vehicle in question must be present to a member of staff wat the point valuation. All you need to do is contact us, or simply let us know when deciding on an upgrade. We’ll conduct the part-exchange valuation right there and then, which saves you time - and offers the most accurate valuation on the day.

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WHAT DO I NEED TO DO IF I'M DROPPING MY PART-EXCHANGE VEHICLE AT THE DEALERSHIP?

If you agree to drop off the car you are part-exchanging at our dealership, simply park in our customer car park and please please remove all belongings from the vehicle. If you're stepping into a new upgrade, we'll have made sure to arrange everything for you to easily switch over. If not, we can help arrange travel arrangements.

WHERE CAN I FIND THE SALES TERMS & CONDITIONS?

To make it as transparent as possible, we include our sales terms and conditions at the bottom of our homepage and each landing page. Simply scroll down and click to view our full terms and conditions in detail. As you're here though: https://www.tccdirect.co.uk/terms-and-conditions/

WHERE CAN I FIND INFORMATION REGARDING COMPLAINTS ABOUT DISCRETIONARY CAR FINANCE COMMISSION ARRANGEMENTS (DCAs)?

To make it as transparent as possible, we include our the information regarding complains about DCAs within our sales terms and conditions, at the bottom of our homepage and each landing page. Simply scroll down and click to view our full terms and conditions in detail. Information can also be found by clicking the relevant link at the bottom of each new Suzuki vehicle landing page.

You can also find information regarding complaints about DCAs here: https://www.tccdirect.co.uk/commission-complaints-procedure/

FOR COMPLAINTS NOT REGARDING DCAs, CAN I CONTACT THE MOTOR OMBUDSMAN

We pride ourselves in offering the very best possible customer experience, and are equally committed to helping resolve any issues that may arise. Our appointed Alternative Dispute Resolution (ADR) body is The Motor Ombudsman, which provides motorists with free and impartial adjudication in the event of a dispute.

If you are unhappy with any part of the service that you have received from us, and have been unable to resolve the issue directly in the first instance, you can contact The Motor Ombudsman at www.TheMotorOmbudsman.org or call 0345 241 3008.

NEED SOMETHING ELSE?

Book a service, an MOT, enquire about parts and accessories, or view our 'how to' guides; to continue getting the most from your car.