Did the condition of the vehicle or the service you received fall short of your expectations? We want to know about it! We have procedures in place to ensure your claim is handled fairly and quickly.
Continental European customers
If you are a continental European customer, please read our claims policy. It has detailed information about how we process complaints. It also includes a list of elements that are excluded. You can find our claims policy in 'My account' under 'My claims'.
If your complaint is something we cover in our claims policy, please write down the reason for and factors surrounding your complaint. You can submit your claim directly in ‘My account’:
- Select ‘My claims’.
- Select ‘Submit/Adapt a claim’.
- Describe your claim.
- Upload a copy of the CMR (consignment note) and any additional images/videos or documents that support your claim.
If you cannot find your vehicle in the ‘Submit/Adapt a claim’ section, please send your claim and any additional supporting documents/videos/images directly to [email protected]. Always mention the reference number of the vehicle in the subject line of your email. This makes it easier to identify and process your claim quickly.
Our claims department will analyse your claim and check whether your claim is valid based on our terms and conditions. You will be informed directly via email from [email protected].
You have five days to accept the outcome. If your bank details are required, we will ask you to provide them within these five days.
UK customers
If you are a UK customer, our aftersales team is standing by to help you. If you are not happy with your purchase, please notify us by writing to [email protected] within one business day of receiving the vehicle. The OPENLANE aftersales team will then review your claim against our terms and conditions.
They may ask you to provide supporting evidence, such as, but not limited to, proof of delivery documents, images, videos, and estimates. All requested supporting evidence must be sent via email to [email protected] within three working days of receiving the vehicle.
We aim to deal with all customer complaints as promptly as possible, however, please allow up to five working days for your issue to be resolved.
Please feel free to contact us if you have any questions. We’re here to help.
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