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Committed to your satisfaction

We have a specialized team dedicated exclusively to handling complaints.

Before lodging a claim

Please note that we do not accept claims:

  • Related to mechanical or damage issues on vehicles sold under 'Sold as is' condition, non-running vehicles or from auctions of Damaged and Wrecked.
  • If the mechanical issue appeared in the Car Check.
  • Due to any incident (mechanical, damage, missing parts) for an amount of up to 400 € + VAT.
  • Related to the general wear and tear of parts.
  • If the vehicle has been driven more than 50 km since its delivery.
  • Submitted after the deadline (including missing items not claimed at the time of delivery).

Find out more about our Claims Policy and Terms & Conditions:

Claims Policy / T&C

Claims form

Summary of the Claims Policy

In this table you can see at a glance the main considerations of our policy:

Please note that:

  • The deadline for submitting additional information is 48 working hours, 72 working hours for expert reports.
  • In case of objective discrepancies in the mechanical condition, the sale will be canceled or compensation will be offered. If there is a difference in subjective criteria, an independent expert opinion is required.
  • In case of an error in the reporting of non-mechanical damage differences, the assessed damage has to change the published grade in order for the cancellation to proceed.
  • A delay in the change of ownership is considered to be: more than 30 calendar days if Doc. Lista was specified in the vehicle remarks, more than 60 calendar days if nothing was specified on the documentation, more than 120 days if it was specified that the vehicle has an issue in the documentation in the process of being resolved.

We recommend you to check the full policy here.

Frequently asked questions

Consult here the most common doubts about our Claims Policy:

What should I consider before bidding on a vehicle?

Knowing the condition of the vehicle

It is recommended that you consult the mechanical and damage report and know how the degree of valuation of the vehicles works. Also check the photographs of the vehicle, as they will give you more information about the condition of the vehicle. In addition, the Comments field is vital in the purchase process, as it contains very relevant information, for example:

  • Vehicles traded as "Sold as is" condition.
  • The status of the documentation (whether it is "ready for transfer" or has any reported issues).
  • Other important comments that may not be included in the "Car Check" report.
  • The estimated amount of the internal and external expertise.

Cases in which no claims are admissible

The "Sold as is" vehicles are not subject to claims in the case of discrepancies in mechanical condition or damage. The technical description of the "Sold as is" vehicles is indicative and intended for professional car dealers. It is important to bear this in mind when bidding, as there is a certain risk to be assumed by the buyer.

Wear and tear elements of the vehicle, such as batteries, tyres, shock absorbers, bearings, tyres, brakes, etc., are excluded from any claim.

We do not make overhauls

BCA does not carry out any maintenance or repair work prior to the sale of a vehicle. BCA only sells to professionals and all vehicles must be overhauled and reconditioned before they are marketed. The professional buyer is responsible for carrying out the necessary improvements, as well as checking the state of the documentation before driving the vehicle or proceeding to market it to the end customer, under the conditions established by Law.

What are the steps involved in a complaint?

Your claim will follow these steps:

1. BCA notifies receipt of complaint

Within a maximum of 24 working hours by assigning a case number. If the complaint has been made within the established deadlines, an email will inform you that the case has been accepted, and the BCA Responde department will work to give you a response as soon as possible. If, on the other hand, the complaint is made after the deadline, you will be informed that it has not been accepted and the case will be closed. If you have not received the email with the opening of the case after 24 hours, please contact BCA Responde: +34 949 26 30 00 / [email protected].

2. Request of additional information and documents if applicable

Additional information may be required in the complaint process. You have a maximum period of 48 working hours to provide the information requested, unless an expert diagnosis or judgement is required, in which case the maximum period will be 72 working hours. After this period, it will be understood that you waive your right to complain and BCA will consider the complaint closed.

3. Resolution

The BCA Responde department will give you a written resolution response as soon as possible.

What deadlines apply in each case?

Depending on the location and who has collected the vehicle, the following considerations should be taken into account:

Withdrawals in BCA compounds

By yourself / by an authorised person / by a transport company: In these cases the vehicle is considered delivered at the time of withdrawal from BCA and the following deadlines and mileage limit for claiming are applicable:

  1. Error in any information, vehicle description or mechanical description: claim within 48 working hours and a maximum of 50 km travelled including the return to BCA.
  2. Missing parts: If you collect the vehicle (or it is collected by an authorised person or company) the claim must be made at the time of collection, noting the discrepancy found on the departure sheet or delivery note.

Vehicles transported by BCA

The vehicle is considered as delivered at the time of signing the delivery note by the buyer.

  1. Error in the information, description of the vehicle or mechanical description: Claim within 24 working hours and a maximum of 50 km travelled including the return to BCA.
  2. Missing parts: This must be written on the delivery note. Once noted, it is possible to make a claim within 24 working hours of delivery.
  3. If applicable for checking or return, BCA will collect the vehicle from the buyer's facilities.

Withdrawals from external compounds

By yourself / by an authorised person / by a transport company: If you find any discrepancy on the vehicle, you must write it on the delivery note and immediately make the claim, applying the corresponding deadlines depending on the type of incident.

I am picking up a vehicle, what should I check before leaving BCA?

When planning the collection of your vehicle, please take into account the closing hours of the BCA facilities and the opening hours of the BCA Responde department, as well as the maximum time limit of 48 working hours / 50 km including the return to BCA.

Whether you are collecting yourself, an authorised person or your transporter, it is important that this person:

  • Check that the condition of the vehicle is the same as advertised at auction.
  • Check that all the accessories that were announced are delivered to you.
  • If you detect an anomaly in the vehicle, never leave the facilities without having reported the incident.

Bear in mind that when your transporter or authorised person collects a vehicle for you, it is as if you had collected it yourself.

Can I repair the vehicle and then make a claim?

Never repair or modify a vehicle for which you wish to make a claim without authorisation from BCA. If you have contracted transport with BCA, you must contact BCA Responde within 24 working hours of delivery and provided it has not travelled more than 50 km.

If you or someone authorised by you, collaborator or transporter, have collected the vehicle from BCA's facilities, you must also contact BCA within 48 working hours or 50 additional km travelled, including the return journey.

Can I send an email with my claim?

If you send an email with your claim, it will not be registered: For a claim to be registered correctly, it must be done in such a way that all the information necessary for its processing is complete and available; therefore, you must use the channels that we provide exclusively for this purpose.

We remind you that the ways to make a complaint are:

  • Web form: This is the main way to process your complaint and it is the quickest way to get a resolution.
  • By telephone through BCA Responde (+34 949 263 000) only when you are physically at the centre collecting the vehicle.

Please note that the date and time of receipt of the form (of the assignment of the case number if we receive it by phone), is the one we take into account to establish whether a claim has been received within the deadline.

Can I contact my sales representative to resolve my complaint?

At BCA we have a Claims Department: BCA Responde, dedicated exclusively to your attention, where a specialized team will take care of the management and resolution of your claim as soon as possible.

Your sales representative may be aware of the case if appropriate; however, he or she will not intervene in the resolution or management of your complaint, and it will also be the Claims Department who will notify you about the resolution.

When I collect the vehicle, the key or any part or accessory is missing, what do I have to do?

You must file a complaint at the very same moment, in one of these ways depending on the case:

  • If you or your transporter collect the vehicle at BCA, you must communicate the incident and write it on the delivery note or departure slip before taking it away and call BCA Responde at +34 949 263 000 before leaving the centre.
  • If you transport with BCA or collect from the vendor facilities, you must note the shortage on the delivery note before the carrier leaves. So that you can make the appropriate checks, tell the BCA carrier and they will wait up to 15 minutes. Then submit your complaint via the web form.

Please note that we do not accept claims for amounts less than €400 + VAT.

I have contracted transport with BCA, what do I do if my vehicle is delayed?

BCA will compensate you when the final shipment deadline is longer than the estimated delivery time published in the section Transport/Rates and Deadlines on our website.

The bonus conditions are also published on the website, in the section Services/Transport/Bonus for Delay.

The claim must be made within 24 working hours of the reception, attaching the delivery note where you will have written down the date of delivery.

What do I do if a vehicle (transported with BCA) arrives to me in a different condition from when I purchased it?

To process this claim, it is essential that you write down the damage and the date of delivery on the delivery note of the vehicle. We remind you that, if you so indicate, the BCA carrier must wait 15 minutes so that you can make the appropriate checks.

Subsequently, submit the claim via the web form within 24 working hours of receipt and ensuring that the vehicle has not travelled more than 50 km.

I have bought a vehicle and the documentation is delayed, what are my options?

Your options depend on the situation of the vehicle's documentation at the time of purchase. You can check this information before bidding, either in the printed catalogue you receive when you enter the physical auctions, or on the website, in the Comments field when you click on a vehicle.

BCA will offer the buyer the option to cancel the sale of a vehicle if the documentation has not been transferred, according to the following deadlines:

  1. When we indicate "Doc. OK" or "Doc. lista" (Documentation ready to transfer): from 30 days*.
  2. When we indicate that they have a reservation of domain or leasing in the process of cancellation: from 120 days*.
  3. If we do not specify anything regarding the documentation, the term will be from 60 days*.

* Counting from the date of payment of the vehicle by the buyer. Excluding days of delay attributable to the buyer, such as in the case of missing documents on his part.

In the event that you accept a cancellation, BCA will refund the amounts paid on the purchase invoice, always up to a maximum of € 800 and depending on the possible improvements made to the vehicle, once they are duly accredited.

I have been informed that a vehicle has been written off, how long do I have to return it? What are the requirements?

Once the cancellation has been communicated, a maximum delivery time of the vehicle, with the documentation and accessories, of 48 working hours is established at the nearest BCA centre. After this period, the customer shall be deemed to have waived its right to make a claim and BCA shall consider the claim closed.

BCA will make payment for the vehicle and the agreed amount, if applicable, when the following requirements are met:

  • That the vehicle is at BCA's facilities.
  • BCA has checked and verified the reason for the claim.
  • The vehicle is in the same condition as when it left BCA's facilities.
  • That the customer has duly signed and sent in the settlement and/or any other document (including the vehicle documentation) necessary to return the money.

Is the vehicle documentation roadworthy at the time of delivery?

Not always. Vehicles marketed by BCA may at some point in the process of transfer to the buyer customer be in a state of temporary deregistration. It is the buyer's responsibility to know the status of the vehicle's documentation before driving it, assuming all responsibilities.

Terms and Conditions

See the Terms and Conditions governing business between BCA and its customers.