FAQ's

Frequently Asked Questions

What do we need to enable your service to run smoothly?  

  • CARAVANS MUST BE FREE FROM BELONGINGS AS SUCH THAT EASY ACCESS IS AVAILABLE TO EVERY CUPBOARD, BUNK, WARDROBE, SHOWER AND GAS LOCKER AREAS. THIS IS TO ENSURE THAT A COMPLETE DAMP TEST IS POSSIBLE AND DONE CORRECTLY. IT IS THE CUSTOMERS RESPONSIBILITY TO ENSURE THIS IS CARRIED OUT PRIOR TO OUR ARRIVAL. 

  • ALL FLOOR COVERINGS SHOULD BE REMOVED WHERE POSSIBLE TO AVOID SPOILING DUE TO ADVERSE WEATHER CONDITIONS OR AREAS COVERED WITH GRASS, MUD ETC… DUST SHEETS ARE USED BUT THESE DO NOT GUARANTEE AGAINST THE ABOVE.
                                   
  • THE CARAVAN SHOULD BE CONNECTED TO A SUITABLE 240V SUPPLY USING THE MAINS CABLE PROVIDED WITH THAT CARAVAN AND IS USED WHILST ON SITE. THE SUPPLY MUST BE CORRECTLY EARTHED FOR US TO CARRY OUT OUR TESTS CORRECTLY.

  • THE CARAVAN SHOULD BE CONNECTED TO A WATER BARREL FULL OF WATER READY FOR US TO PULL THROUGH THE SYSTEM. PURICLEAN CAN BE USED WHILST WE CARRY OUT THE SERVICE, HOWEVER THE CUSTOMER MUST ENSURE THE SYSTEM IF FLUSHED THROUGH AFTERWARDS.

  • THERE SHOULD BE A MINIMUM OF 1 METRE ACCESS AROUND THE WHOLE CARAVAN FOR ACCESS TO THE WHEELS ETC…

  • ALL LOCKS AND SECURITY DEVICES MUST BE REMOVED AND REFITTED BY THE CUSTOMER PRIOR TO SERVICE OR REPAIR AS WE CAN NOT BE RESPONSIBLE FOR THIS DUE TO OUR INSURANCE RESTRICTIONS WITH NO ACCEPTIONS.THIS IS NOT A CRITERIA THAT WE HAVE INTRODUCED OURSELVES.

  • A CUSTOMER (OR REPRESENTATIVE) MUST BE PRESENT WHILST ANY WORK IS TO BE CARRIED OUT TO THE CARAVAN OR MOTORHOME ON SITE. NO SERVICE OR REPAIR WILL BE UNDERTAKEN IF NO-ONE IS AVAILABLE WITHOUT ACCEPTION. KEYS LEFT WITH SITE OWNERS OF STORAGE FACILITIES IS NOT ACCEPTABLE. 

  • DRAINING DOWN OF THE CARAVAN OR MOTORHOME IS THE SOLE RESPONSIBILITY OF THE CUSTOMER. IF ASKED TO DRAIN DOWN AFTER USE THEN THE CUSTOMER MUST ENSURE THEY ARE HAPPY WITH THE PROCEDURE WE ADOPT. WE WILL NOT BE RESPONSIBLE FOR ANY ISSUES THAT ARISE FROM FROST DAMAGE AFTER DRAINING WITHOUT ACCEPTION.

How can payment be made?

  • ALL PAYMENTS FOR ANY WORK CARRIED OUT MUST BE PAID FOR IN FULL ON COMPLETION.

  •  ACCEPTIONS FOR INSURANCE AUTHORISED WORK AND MANUFACTURER WARRANTY WORK PROVIDED THEY ARE APPROVED BEFOREHAND AND WRITTEN AUTHORITY IS RECEIVED BY US BEFORE WORK COMMENCING. 

  • ANY WARRANTY WORK UNDERTAKEN WITHOUT PRIOR AUTHORISATION MUST BE PAID FOR IN FULL TO US & THEN CLAIMED BACK THROUTH THE DEALER / MANUFACTURER BY THE CUSTOMER.

  • WE ACCEPT PAYMENT BY EITHER CASH,   CHEQUE,  DEBIT CARD   or   BACS PAYMENT. 

Are there any other T&C’s?

  • THESE TERMS AND CONDITIONS ARE NOT EXCLUSIVE TO THE POINTS SET OUT BELOW AND ARE SUBJECT TO CHANGE AT ANY TIME WITHOUT PRIOR NOTICE BY US – NATIONWIDE CARAVAN SERVICES.

  • ANY SERVICE BOOKED IN WITH US IS DONE SO WITH THE UNDERSTANDING THAT ANY MANUFACTURER WARRANTY SERVICE IS DONE AT THE CORRECT TIME AND WITHIN THE MANUFACTURERS ALLOWABLE TIME FRAME. ESPECIALLY THE 3RD SERVICE THAT MUST BE CARRIED OUT BEFORE THE 3RD ANNIVERSARY OF THE PURCHASE DATE. THIS IS THE SOLE RESPONSIBILITY OF THE CUSTOMER, HOWEVER WE MAY ADVISE IS REQUESTED ON THE CORRECT PROCEDURE. NO ANNUAL SERVICE CAN OR WILL BE “BACK DATED” TO ENSURE THE WARRANTY IS MET. A SERVICE REMINDER IS OFTEN SENT OUT TO CUSTOMERS TO TRY AND ENSURE THE SERVICE IS CARRIED OUT ON TIME. THIS IS ONLY PROVIDED IF WE HAVE CONSENT TO HOLD PERSONAL DATA OF THE CUSTOMER BEFOREHAND AS PER GDPR RULES AND REGULATIONS

  •  WE HOLD THE RIGHT TO REFUSE TO CARRY OUT ANY WORK FOR ANY CUSTOMER AT OUR DISCRETION.

  • ALL INSURANCE REPAIR WORK MUST BE AUTHORISED BY THE RELEVANT COMPANY OR ASSESSOR PRIOR TO PARTS BEING ORDERED OR THE CUSTOMER AGREES TO PAY 50% OF THE FINAL REPAIR BILL AS DEPOSIT.

  • ANY ADDITIONAL REPAIR WORK FOUND WHILST ON SITE WILL BE AUTHORISED BY THE CUSTOMER (OR REPRESENTATIVE) PRIOR TO BEING CARRIED OUT. ALL COSTS INVOLVED WILL BE DISCUSSED WITH THE CUSTOMER BEFOREHAND.

  • A CALLOUT CHARGE IS APPLICABLE FOR ANY ESTIMATE FOR REPAIR AT THE CURRENT RATE. THIS IS REFUNDABLE AGAINST THE FINAL INVOICE TOTAL FOR SUCH REPAIRS THAT IS CARRIED OUT BY OURSELVES.

  • ANY SPECIAL ORDER PARTS (NON STOCK ITEMS) REQUESTED BY THE CUSTOMER FOR SELF FIT OR TO BE FITTED BY US MUST BE PAID FOR IN FULL AT THE TIME OF ORDER.

  • ANY PART(S) ORDERED ON BEHALF OF A CUSTOMER WITH INCORRECT INFORMATION GIVEN TO US BY THE CUSTOMER WILL BE CHARGEABLE TO THE CUSTOMER WITHOUT EXCEPTION.

  • ANY PART ORDERED BY US WITH THE INFORMATION WE HOLD REGARDING THE CUSTOMERS CARAVAN OR MOTORHOME THAT SUBSEQUENTLY TURNS OUT TO BE INCORRECT IS THE RESONSABILITY OF NATIONWIDE CARAVAN SERVICES. WE HOLD INFORMATION IN LINE WITH GDPR FOR THIS REASON. MISTAKES CAN BE VERY COSTLY (ESPECIALLY WINDOWS ETC…)

  • ALL MANUFACTURER WARRANTY WORK DOES NOT ALLOW FOR A MOBILE CALLOUT AND AS SUCH WILL BE CHARGED AT THE CURRENT RATE TO THE CUSTOMER. SUCH REPAIRS DONE AT OUR WORKSHOP PREMISES WILL NOT INCUR THESE COSTS. THIS CAN BE DISCUSSED AS NECESSARY, AND APPOINTMENTS MADE ACCORDINGLY.

  • ALL WARRANTY WORK NOT PRE-AUTHORISED MUST BE PAID FOR BY THE CUSTOMER IN FULL AND THEN CLAIMED BACK BY THEMSELVES WITH THE RELEVANT MANUFACTURER OR DEALERSHIP. WE WILL NOT CARRY OUT UNAUTHORISED REPAIRS FREE OF CHARGE.

  • THE CUSTOMER IS RESPONSIBLE FOR THE DELIVERY AND COLLECTION OF THE CARAVAN OR MOTORHOME TO THE WORKSHOP PREMISES FOR ADITIONAL REPAIR WORK THAT IS NOT TO BE CARRIED OUT ON SITE. THIS INCLUDES ALL WORK CARRIED OUT UNDER OUR OWN WARRANTY PROCEDURE.

  • THE WORKSHOP PREMISES ARE AVAILABLE TO ALL CUSTOMERS BY APPOINTMENT ONLY. WE DO NOT OFFER AWS SERVICE WORK FROM THESE PREMISES BUT A SERVICE CAN BE CARRIED OUT PROVIDED THAT THE CARAVAN OR MOTORHOME IS BOOKED INTO THE WORKSHOP FOR A REPAIR OR ACCESSORY FITMENT NOT SUITABLE TO BE CARRIED OUT MOBILE.

  • WORKSHOP DETAILS AND APPOINTMENTS ARE AVAILABLE UPON REQUEST AS WE MAY NOT BE THERE EVERY DAY, AND DO NOT WISH TO INCONVENIENCE OUR CUSTOMERS THAT MAY TURN UP AND NO ONE BE THERE TO HELP.

  • ANY WARRANTY WORK THAT IS TO BE CARRIED OUT UNDER OUR WARRANTY DOES NOT INCLUDE FOR THE WORK TO BE CARRIED OUT ON A MOBILE VISIT FREE OF CHARGE. THE PARTS AND LABOUR WILL BE COVERED ONLY. SUCH REPAIRS SHOULD BE CARRIED OUT AT THE WORKSHOP PREMISES ONLY.

  • ANY PART COVERED BY A MANUFACTURERS WARRANTY MUST BE AUTHORISED FOR REPLACEMENT AND CONFIRMED AS COVERED BY BEING A WARRANTY FAILURE. ITEMS NOT COVERED BY THE RELEVANT MANUFACTURER MUST BE PAID FOR BY THE CUSTOMER.

  • ANY ITEM PAID FOR BY A CUSTOMER THAT IS SUBSEQUENTLY COVERED BY WARRANTY AND AUTHORISED FOR REPLACEMENT WILL THEN BE RE-IMBURSED TO THE ORIGINAL CUSTOMER ONLY.

  • ANY ITEM OR REPAIR CARRIED OUT BY OURSELVES IS COVERED BY OUR 12 MONTH WARRANTY TO THE ORIGINAL CUSTOMER ONLY. NO WARRANTY IS TRANSFERABLE IN ANY WAY. 

  • ALL WARRANTY WORK COVERED BY OURSELVES IS SUBJECT TO THE CONDITION THAT AN ANNUAL SERVICE IS CARRIED OUT PRIOR TO THE 12 MONTH PERIOD ENDING – OR CORRECT TIME FOR MANUFACTURERS SERVICE INTERVALS BY NATIONWIDE CARAVAN SERVICES ONLY.

  • DUE TO NEW GOVERNMENT GDPR RULES WE MUST HAVE PRIOR CONSENT BY THE CUSTOMER TO HOLD PERSONAL DATA IN ORDER FOR US TO SEND OUT SERVICE REMINDERS BEFORE IT BECOMES DUE. THIS IS TO ENSURE THAT SERVICES ARE CARRIED OUT AT THE CORRECT TIME SO NO WARRANTY IS LOST. WITHOUT THIS CONSENT THEN NO REMINDER IS ALLOWED TO BE SENT!  PLEASE SEE OUR GDPR SECTION FOR FURTHER INFORMATION.

  • SERVICE REMINDERS ARE SENT AS A COURTESY TO OUR CUSTOMERS AND ARE NOT A GUARANTEED SERVICE. THIS SHOULD NOT BE USED AS AN EXCUSE FOR THE FAILURE FOR ANY CUSTOMER TO ENSURE THAT THEIR SERVICE IS CARRIED OUT AT THE CORRECT ALLOWABLE TIME. OVER THE YEARS WE HAVE REDUCED THE NUMBER OF CUSTOMERS HAVING LITTLE OR NO TIME TO HAVE THEIR SERVICE CARRIED OUT AS A DIRECT RESULT OF OUR REMINDER PROCEDURE, AND AS SUCH CONSIDER THIS TO BE AN INVALUABLE SERVICE WE OFFER.

Is there a complaints procedure?

  • ANY COMPLAINTS OR QUERIES THAT YOU MAY HAVE SHOULD BE MADE IN WRITING BY EMAIL TO nationwidecaravan@btinternet.com ONLY.

  • WE WOULD ALWAYS AIM TO REPLY AS SOON AS IS PRACTICALLY POSSIBLE WITHIN A REASONABLE TIMESCALE. 

At Nationwide Caravan Services, we provide an Excellent Service. 
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