1. Who we are
Courtesy Cars Group UK Ltd is a company registered in England and Wales under company number 17430389. Our registered office and trading address is 44 Syon Lane, Isleworth, London TW7 5NQ. We trade as Courtesy Cars UK.
In these terms, “we”, “us” and “our” mean Courtesy Cars Group UK Ltd trading as Courtesy Cars UK. “You” means the person using our website or our services. You can reach us on 020 7052 5403 (24 hours) or at info@courtesycars.net.
By using our website or asking us to act for you, you accept these terms. If you do not accept them, please do not use our services.
What we are, and what we are not
Courtesy Cars UK provides accident management and paralegal services. We are not a firm of solicitors, we are not authorised by the Financial Conduct Authority, and we do not provide regulated legal or claims-management services for personal injury. If anyone is hurt, we refer you to a specialist solicitor and continue with the vehicle side of your claim only.
2. What we do
We help drivers who have been in a road traffic accident that was not their fault, mainly in Greater London. Depending on your situation, our services can include:
- A like-for-like replacement vehicle on credit hire, including TfL-licensed private hire vehicles for PCO drivers, delivered to your home, workplace, repairer or a hub.
- Notifying the at-fault driver’s insurer, and dealing with insurers, engineers, repairers, recovery and storage providers on your behalf under a signed authority.
- Recovery, storage and repair management of your damaged vehicle, and help with evidence for a total-loss valuation.
- Preparing a schedule of your losses (for example hire, recovery, storage, loss of earnings) with evidence for each item, and pursuing those losses from the at-fault insurer.
- A client portal at /track-my-claim where every step is logged as it happens.
3. £0 upfront, and how we are paid
On a valid non-fault claim you pay nothing upfront and nothing during the hire. Your replacement vehicle is provided on credit hire: the daily hire charge accrues on credit and we seek to recover it, together with your other losses, from the insurer of the driver who caused the accident. Nothing is claimed on your own insurance policy.
The daily rate, the vehicle class and every other charge are set out in writing in your credit hire agreement before you sign it. You will always see the figures first.
We do not take a percentage of any money recovered for you unless a separate fee is agreed with you in writing beforehand. Nothing is deducted from your recovered losses without that written agreement.
The one honest caveat
Recovery from the at-fault insurer is not guaranteed. Under the credit hire agreement you remain legally responsible for the hire charges. In practice we only ask you to pay if the claim fails because the accident was your fault, because the account you gave us was untrue or inaccurate, because you did not co-operate with the claim, or because you cancelled or ended the hire outside the agreement. Section 5 explains each of these. We will always tell you clearly, in writing, before any charge becomes yours to pay.
4. Your responsibilities
A credit hire claim works when the facts are right and the paperwork is in order. While your claim is open we ask you to:
- Tell us the truth. Give an accurate and complete account of the accident, your vehicle, your insurance and your circumstances, and tell us promptly if anything changes.
- Tell your own insurer that the accident happened. This is a notification, not a claim on your policy. Do not accept blame at the scene or to any insurer.
- Tell us the same day if the other driver’s insurer contacts you offering a car, repairs or money. What they say and when they say it matters to your claim.
- Co-operate with reasonable requests from us, our agents, engineers and insurers, including making your damaged vehicle and the replacement vehicle available for inspection.
- Give us the evidence we ask for within a reasonable time — photographs, dashcam footage, platform earnings statements, receipts and documents — so each of your losses can be proved.
- Use the replacement vehicle lawfully and in line with the hire agreement: only named drivers, valid licence, no sub-hire, and report any damage, fault or incident to us immediately.
- Keep the vehicle only for as long as you reasonably need it, and return it when your own vehicle is repaired or your total-loss settlement is paid, or when we ask.
5. When hire charges can become yours
We work hard to recover every charge from the at-fault insurer, and on most valid non-fault claims that is exactly what happens. You could become responsible for some or all of the hire charges only in these situations:
- Fault: the accident is found to be your fault, or partly your fault, so the other driver’s insurer is not liable for your hire.
- Untrue or inaccurate account: the information you gave about the accident, your vehicle or your circumstances turns out to be false or materially inaccurate, and the claim fails because of it.
- Lack of co-operation: you do not respond to reasonable requests, do not provide evidence, or refuse an inspection, and the claim cannot proceed.
- Keeping the vehicle too long: you keep the replacement vehicle beyond the period reasonably needed, or after we have asked for it back.
- Breach of the hire agreement: for example an unauthorised driver, unlawful use, or damage you are responsible for under the agreement.
- Cancelling after delivery: you cancel or end the hire outside the terms of the agreement. Section 8 explains cancellation.
How we handle it if this happens
We will write to you setting out what has happened, the amount involved and why, and give you a reasonable time to respond before anything is due. We do not add surprise fees, and we do not pursue charges for a period the at-fault insurer has already accepted.
6. The replacement vehicle
We aim to match your replacement vehicle to the vehicle you lost (like-for-like) and, if you drive for hire, to supply a TfL-licensed private hire vehicle so you can keep working. Availability is subject to our fleet on the day; if an exact match is not available we will offer the closest suitable vehicle and tell you why.
Our delivery promise inside Greater London is within two hours of your claim being confirmed by a handler, subject to availability and traffic. Outside London we will tell you an honest delivery time before you commit to anything.
At handover you check the vehicle with our driver and sign a condition report on their device. The same happens at collection. Photographs taken at both points are time-stamped and stored with your file.
Fuel: the vehicle is supplied with fuel or charge and should be returned with the same amount. Fines, tolls, congestion and ULEZ charges incurred while the vehicle is in your care are your responsibility.
8. Cancellation and ending the hire
Before delivery: you can cancel at any time before your replacement vehicle is delivered, at no charge. Call 020 7052 5403 or message us on WhatsApp.
Your 14-day right to cancel: where you sign the credit hire agreement away from our premises or online, you have 14 days from the day after you sign to cancel it. Because you may need the vehicle immediately, we ask you to confirm that you want the service to start before the 14 days end. If you then cancel within the 14 days, you may have to pay for the hire provided up to the point of cancellation.
After delivery: if you want to end the hire early, tell your handler and we will arrange collection. Where the hire is ended early for a good reason — for example your own vehicle is back sooner — nothing changes for you. Where it is ended outside the agreement, hire charges up to collection may become yours to pay, as explained in section 5.
We may end the hire and collect the vehicle if it is being used unlawfully, by an unauthorised driver, or in breach of the agreement, or if the claim can no longer proceed.
9. Electronic signatures
Where we send your credit hire agreement, authority or other documents electronically, you agree that they may be signed and delivered electronically. Electronic signatures are valid and binding under the Electronic Communications Act 2000 and the eIDAS Regulation as retained in UK law.
By typing your name, drawing a signature or completing our electronic signing process, you confirm that you intend to be bound in the same way as by a handwritten signature. We record the time, the IP address and the device used. You can request a paper copy of any document at any time.
10. If anyone was hurt
We do not advise on, value or pursue personal injury claims of any kind. If you tell us anyone was hurt, even slightly, we will point you to a specialist solicitor and, with your permission, pass your details to them. We are not paid for that referral. Your vehicle claim continues with us as normal.
11. Using this website and your portal
The information on this website is general guidance about non-fault accidents and replacement vehicles. It is not legal advice, and it does not create a contract until you have signed an agreement with us.
You are responsible for keeping your portal sign-in details (your reference, last name and postcode) private. Tell us straight away if you think someone else has used them.
We may update this website and these terms from time to time. The date at the top of this page shows the current version. Changes do not affect a hire agreement you have already signed.
Content on this site belongs to Courtesy Cars Group UK Ltd or our licensors. You may print or save pages for your own use in connection with your claim.
12. Complaints
If something goes wrong, tell us and we will put it right. Email info@courtesycars.net, call 020 7052 5403, or use the complaints page. We acknowledge every complaint within two working days, keep you updated, and send a final written response within eight weeks at the latest.
If you are still not satisfied
If our final response does not resolve things, or eight weeks pass without one, you may be able to refer a complaint about a consumer-credit matter to the Financial Ombudsman Service, free of charge, within six months of our final response. The Ombudsman decides whether a complaint falls within its remit. Full details are in our final response letter and on the complaints page.
13. Your personal data
We handle your personal data under the UK GDPR and the Data Protection Act 2018. Our privacy policy explains exactly what we collect during the accident report and the claim, why, who we share it with (insurers, engineers, repairers, recovery providers and, with your permission, a referral solicitor), how long we keep it, and how to exercise your rights.
14. Our liability to you
We provide our services with reasonable skill and care. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care, but we are not responsible for loss that was not foreseeable, or for business losses that do not form part of the claim we are pursuing for you.
We are not responsible for delays or decisions by insurers, engineers, repairers or courts, or for events outside our reasonable control, though we will keep you informed and keep pressing on your behalf.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law. Your statutory consumer rights are not affected.
15. General
If any part of these terms is found to be invalid, the rest continues to apply. If we do not enforce a term straight away, we can still enforce it later. These terms are between you and us; nobody else can enforce them.
We may transfer our rights under a hire agreement to another organisation (for example to recover charges from an insurer), but this will not reduce your rights or our responsibilities to you.
16. Governing law
These terms, and any dispute arising from them or from our services, are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, although if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.
Questions about these terms: Courtesy Cars Group UK Ltd, 44 Syon Lane, Isleworth, London TW7 5NQ · 020 7052 5403 · info@courtesycars.net.