Help
Welcome to our Help pages, if you have a query about the site; please refer to these pages for the answer first before contacting Customer Services.
You can download a pdf user guide here ...
Register as a Bluecycle buyer
Register by clicking on the 'Register to Bid' link on the Home page and complete the online form. Once completed, a confirmation email with your password will be sent to you as well as instructions on how to pay the registration fee.
Upon receipt of the registration fee you can start bidding. Initially you will only be able to pay for vehicles by credit/debit card. To pay by Direct Debit, you will need to complete and return the Direct Debit mandate, which will be attached to your confirmation email.
Register as a Category B buyer
Customers wishing to register as a Category B buyer should already have a Bluecycle buyer's account. Once registered, customers will be required to provide the following documents:
- Motor Salvage Operators licence
- Hazardous Waste registration
- Waste Management licence
- Waste Carriers licence
Bluecycle do not permit overseas customers to register as Category B buyers.
Who can use my account?
The registered buyer is solely responsible for the account. Although you may have employees bidding on your behalf, you are responsible for all bidding activity.
Updating my profile/password/address
To update your password, log on to Bluecycle and click on the 'My Bluecycle' tab. Click on the 'My Profile' box and follow the instructions.
To update your contact telephone number or email address, please call Customer Services on
0844 822 7800 or email theteam@bluecycle.com.
To update your home or business address, please send a copy of a utility bill with your name/company name and new address clearly shown together with your username or dealer ID to:
Customer Services
Bluecycle
Union House
182-194 Union Street
London SE1 0LH
Or fax it to 0844 822 7801.
Payment method changes
To change your payment method (conditions apply), please contact Customer Services.
For amounts over £6,000, card payers will be asked to pay by direct bank transfer.
If the account is set up for Direct Debit payments but a vehicle is not purchased within a 12-month period, the Direct Debit will expire and payments will fail. If 12 months pass before the next vehicle is purchased, it is the responsibility of the customer to contact Customer Services to arrange for the account's Direct Debit to be reset to ensure the payment clears first time.
Damage descriptions and images
It is important to remember Bluecycle damage descriptions are an indication of damage only. These descriptions are completed by the salvage partner and are not an engineer's assessment of damage.
Images are used to supplement the damage description. When purchasing salvage vehicles please pay close attention to both the images and the damage description. Also be prepared for other areas of damage that may be as a result of the accident or general wear and tear. If you have any questions about damage, please contact Customer Services or the salvage partner.
When a vehicle is brought into the yard and a key is available, the vehicle will be tested to check it starts. If it starts, this will be detailed in the damage description as ¿started¿. However, there is no guarantee the vehicle will start again when collected from the yard, as it will not have been tested since the previous checks were carried out.
Keys and documents
Vehicle keys and documents will be indicated on the auction page. If you have any doubts concerning availability, please contact Customer Services or the salvage partner prior to bidding.
Bluecycle aims to provide a V5 for all Category N, D, X \& U vehicles if available. Category C vehicles will not be supplied with a V5 as the majority of these are subject to a VIC check.
Fees
There is a one-off registration fee of £40 to bid on Bluecycle.
When a vehicle is won at auction, the customer pays the winning bid plus Buyer's Premium (BP), 5.5% of the winning bid (minimum £40) and any applicable VAT. If paying by credit/debit card, a credit/debit card fee will be charged.
If you decide you no longer want to honour your bid and wish to cancel your purchase, you will be subject to a cancellation charge. The amount will be determined by the value of your purchase.
When collecting the vehicle from the yard, customers will incur storage fees if the vehicle has exceeded the specified 10 calendar days of free storage. A loading fee may also be levied if assistance is required to load the vehicle. These payments should be made directly to the yard. Please contact the yard prior to collection to discuss possible charges.
Bidding
To place a single bid, enter the amount in the 'Single Bid' box. Ensure the bid placed is correct as bids cannot be changed or removed.
To place a proxy bid, enter the amount in the 'Proxy Bid' box.
Cancelling a bid
Bids placed on Bluecycle cannot be cancelled. However, if you decide you no longer want to honour your bid and wish to cancel your purchase, you will be subject to a cancellation charge. The amount will be determined by the value of the purchase.
Vehicle Carousel
The Vehicle Carousel can be found at the top of all pages of the site (except the home and external payment pages). It displays the next vehicles to close and shows a different vehicle every five seconds. If you want to speed up the vehicles, click on the arrows at either end of the display.
If you're logged in and see a vehicle you like, you can add it to Bidwatch or click on the vehicle for more information and then place a bid, as you would for a vehicle displayed in Latest Auctions.
Don't forget, if you see a vehicle on the Carousel in the morning when our auctions are live, the auction will be about to close and you will need to act fast to place a bid!
The price displayed in the Carousel is the current highest bid excluding VAT. To check if VAT is applicable, click on the vehicle for more information.
Page Refresh
Our Push Technology refreshes pages automatically enabling you to see the winning bid without having to refresh the pages yourself.
Auction Extensions
Within the Bid Now box, five red arrows will start to flash to signify the 20-second countdown prior to an auction closing. If a bid is placed during this time, the lights will refresh and start counting down again for a further 20 seconds. This will continue until no bids are placed during that time and the auction will close.
Viewing a vehicle
It is normally possible to view a vehicle during its auction. Please contact the yard's head office to obtain their contact details to arrange an appointment to view.
Release Notes
Once payment has been received and cleared, Bluecycle will forward a copy of the Release Note to your registered email address.
Alternatively, once payment has cleared, the Release Note can be accessed at any time by logging on to Bluecycle, clicking the 'My Bluecycle' tab, and clicking the 'My Orders' box. Click on the order number and the next page will have a 'Print Release Note' icon at the top of the page.
When will the Release Note be sent by email?
This depends on how the vehicle was paid for, please see below:
- Credit/debit card Sent on the hour once funds have cleared.
- Direct Debit Between 2.00 pm and close of business on the fifth working day after the auction closes.
- Bank Transfer Between 2.00 pm and close of business on the next working day after payment has been received.
Vehicle collections
Once payment has cleared and the customer has received their Release Note, arrangements for collection can be made. Please give the salvage partner at least 24 hours notice prior to collection to enable them to access the vehicle. Failure to do so could result in a vehicle not being released.
Before removing the vehicle from the salvage yard, it should be inspected. Please ensure this is completed as no refund or compensation will be considered after a vehicle has been removed from the yard.
Do Bluecycle offer a logistics service?
Yes, please contact our Customer Service Team on +44 (0) 844 822 7800 selecting option one then option one again or email them at customerservice@bluecycle.com.
Vehicle issues
If a customer is unhappy with a vehicle, or has concerns that it has not been described correctly, issues should be raised with the salvage partner before leaving the yard. They will discuss the customer's concerns and contact Customer Services who will be happy to examine any matters brought to their attention.
The salvage yard will not discuss the following issues; these should be brought to the attention of Bluecycle Customer Services:
- Scrap markers
- Vehicle registration issues
- Cherished plate issues
- Category discrepancies
- DVLA issues
Vehicle rejections
If a customer collects a vehicle, they can only reject the vehicle at the yard while it's still on site. Issues should be discussed with a member of yard staff who will be happy to discuss any concerns raised. If necessary, these will then be brought to the attention of Bluecycle.
If the concerns are justified, the customer will be offered compensation. If the reasons are deemed unjustified, the customer's account may be suspended if they choose to reject the vehicle. Alternatively, a vehicle cancellation charge can be paid. The amount will be determined by the value of the purchase.
If the customer has nominated someone to collect the vehicle on their behalf, it is their responsibility to ensure the collecting driver is aware of its damage. Once it has been removed from the yard, Bluecycle will not discuss vehicle rejections or compensation, regardless of who collected the vehicle.
If the salvage yard has arranged delivery of the vehicle, the vehicle should be inspected before the delivery driver departs. Any issues with the vehicle should be discussed with Bluecycle or the salvage partner before the vehicle is left in the customer's possession.
Refunds and compensation
If compensation or a refund has been agreed, Bluecycle will arrange for the customer's account to be refunded. All refunds will be credited back to the same account they were originally paid from.
Complaints Procedure
If a customer is not satisfied with something Bluecycle, or the salvage partner has acted upon or failed to do, customers have the right to complain. Bluecycle's complaints procedure is confidential, and has three stages to ensure all complaints are dealt with fully and fairly.
- If at the yard the customer or their agent has an issue regarding the salvage
- Do not sign for the salvage or remove it from the yard
- Alert a member of the yard staff about the issues
- The yard staff will discuss the issues with the customer/their agent and Bluecycle.
- If an agreement has not been reached regarding an issue
- Note the name of the person from the yard who is dealing with the issue
- Contact Customer Services and advise them of the problem, detailing previous conversations, the solution offered, and any unresolved issues. Customer Services will try to resolve the situation
- If the customer is still unhappy with the resolution offered, they should forward a written complaint via email or letter to Customer Services. Bluecycle will then investigate the situation in more detail
- Bluecycle will aim for the complaint to be resolved within 10 working days. If this target cannot be met, Bluecycle will advise the customer when they can expect a resolution.
- If the complaint has been investigated but the customer is still not satisfied
- The customer will be required to send a written notice of further complaint
- The Customer Service manager will investigate the complaint in detail. Once reviewed, they will issue a final company response in line with the standards above.
Account suspensions
Bluecycle reserves the right to suspend or terminate a customer's account. Examples of cases that may lead to suspension include:
- Non-payment
- Un-honoured bids
- Misuse of website
- Unjustified vehicle rejection
- Breach of Bluecycle's Terms and Conditions
- Unacceptable behaviour/language towards Bluecycle staff and/or salvage partners
- Contacting the insurance company or policyholder about a particular vehicle. This should never happen as you are unaware of the circumstances of the accident
- Putting a vehicle back on the road with the previous owners signage still visible.
If an account is suspended, the customer will be advised of the length of the suspension. At the end of the period they will receive notification that the suspension has been lifted.
Appealing against a suspension
If a customer has information that may help their appeal, they should email Customer Services at theteam@bluecycle.com to request a review of their suspension.