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Committed to your satisfaction

We have at your disposal a specialized team exclusively dedicated to dealing with claims on vehicles bought in Spain.

Before making a claim

Please note that we do not accept claims:

  • Mechanical type or damage to vehicles advertised as "Venta en Estado" (sold as seen).
  • On elements or wearing parts.
  • On items that are missing and are not claimed at the time of delivery.
  • If they present themselves after the deadline.
  • If the vehicle has rolled more than 80 kilometers since delivery.

To know in detail our Claims Policy and Terms and Conditions, click on the following link. It is highly recommended that you consult it before buying:

Claims Policy and Terms and Conditions

Claim form

Summary table of Claims Policy

Cuadro Resumen Política Reclamaciones

*  In the event of objective discrepancies in the mechanical condition the vehicle shall be cancelled immediately. If there is a difference in a subjective criterion, the opinion of an independent expert shall be required. For "Venta en Estado" (sold as seen) vehicles, or vehicles with a sales value of less than 1,500 euros, no claims can be made for mechanical condition. In case of error in the information on the differences in non-mechanical damage, for the cancellation to proceed the damage assessed must change the degree announced at the time of sale.

** Delays in change of ownership are considered: More than 30 calendar days if "Doc. OK "or "Doc. lista" was specified in the observations of the vehicle; more than 60 calendar days if nothing was specified about the documentation; more than 120 days if it was specified that the vehicle has an incidence in the documentation in the process of solution.

Frequently asked questions

Consult here the most common doubts about our Claims Policy:

What should I consider before bidding on a vehicle?

Know the state of the vehicle

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

  • Vehicles that are marketed as "Venta en Estado" (sold as seen).
  • The status of the documentation (whether it is "ready for transfer" or whether it 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 a claim is not admisible

The vehicles "Venta en Estado" (sold as seen) do not admit claim when it is a question of discrepancies in the mechanical state or damages. The technical description of vehicles known as "Venta en Estado"  is indicative and intended for a car professional. It is important to bear this in mind when bidding, as there is a certain risk that must be assumed by the buyer.

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

We do not carry out tuning

BCA does not perform any maintenance or repair prior to the sale of a vehicle. BCA only sells to professionals and all vehicles need to be tuned and reconditioned before they are marketed. The professional purchaser is responsible for making the necessary improvements, as well as checking the state of the documentation, before driving the vehicle or marketing it to the end customer, under the conditions established by Law.

What are the steps that a claim follows?

Your claim will follow these steps:

1. BCA communicates receipt of complaint

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

2. Request for additional information and documents if applicable

Additional information may be required in the complaint process. You have maximum 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 claim and BCA will consider the claim closed.

3. Resolution

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

What time limits are applicable in each case?

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

Withdrawals in BCA compounds

By yourself / by an authorized person / by a carrier: In these cases the vehicle is considered delivered at the time of withdrawal from BCA and the following deadlines and mileage limit apply to claim:

  1. Data relating to the vehicle: claim within 48 hours and a maximum of 80 km travelled including the return to BCA.
  2. Expertise and mechanical condition: claim within 2 hours and a maximum of 80 km travelled including the return to BCA.
  3. Missing: If you pick up the vehicle (or it is picked up by an authorized person or company) the claim must be made at the time of withdrawal, noting the discrepancy found on the exit sheet or delivery note.

Vehicles transported by BCA

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

  1. Vehicle data: claim within 48 hours and a maximum of 80 km including the return journey to BCA.
  2. Expertise and mechanical condition: claim within 2 hours and a maximum of 80 km including the return journey to BCA.
  3. Missing: It must be recorded on the delivery note. If so, it is possible to claim within 48 hours of delivery.
  4.  If appropriate, BCA will collect the vehicle from the buyer's premises for verification or return.

Withdrawals in external compounds

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

I'm picking up a vehicle, what should I check before I leave BCA?

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

When planning the withdrawal of your vehicle, please take into account the closing hours of the BCA facilities and the hours of operation of the BCA Responde department, as well as the maximum period of 2 hours / 80 kms including the return to BCA.

Whether you withdraw yourself as an authorized person or your carrier, it is important that that person:

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

Keep in mind that when your carrier or authorized person picks up a vehicle for you, it's as if you picked it up yourself.

Can I repair the vehicle and then claim?

Never repair or modify a vehicle on which you wish to make a claim without BCA's authorization. If you have contracted transport with BCA, you must contact BCA Responde within 2 hours of delivery and as long as it has not travelled more than 80 kilometres.

If you (or any authorized by you, your collaborator or carrier) have removed the vehicle from BCA's premises, you must still return within 2 hours or 80 km including the return journey.

Can I send an email with my complaint?

If you send an email with your complaint, it will not be registered: In order for a complaint to be correctly registered, 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 we provide exclusively for this purpose.

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

  • Web form: Whenever possible, choose this way to process your claim because it is the fastest way to get a resolution.
  • By telephone through BCA Responde +34 949 26 30 00.

Please note that the date and time marked on both forms or at the time of assigning the case number (for those received by telephone) are those that BCA takes into account to establish whether a claim is timely.

Can I contact my sales representative to resolve my complaint?

At BCA we have a Claims Department, BCA Responde, dedicated exclusively to your care, where a specialised person will be in charge of managing and resolving your claim as soon as possible.

Your sales representative will be aware of your case and will contact you when appropriate; however, he will not intervene in the resolution or management of your complaint.

What do I do if I cannot reach the Claims Department by phone?

The BCA Responde department will attend to you as soon as possible, to avoid waiting we remind you that you have at your disposal the form on our website, which you can access from different devices (computer, tablet, mobile): Use this link to access.

This is the best way to make a claim, because the department will instantly have all the data to start working on the resolution and you will receive a case number that assures you that the claim has been registered.

To issue your claim via web form is necessary to enter your Remarketing user code, which you can find on the invoice and in the welcome email as a customer. Fill in your personal details, the reason for the complaint and attach the documents you have in reference to the case.

There is a difference between the vehicle and the information published in auction, what options do I have?

This would be a case of a claim due to a failure in the information: You must present your claim indicating the error detected. Once the discrepancy has been confirmed, BCA may offer you the option of cancelling the vehicle.

You have 48 hours to make a claim in the event of an error in the description of the vehicle and 2 hours in the case of differences in the appraisal and mechanical condition. Remember that, in both cases, the vehicle must not have undergone any modifications or have travelled more than 80 km (including the return journey to BCA facilities) for BCA staff to verify the discrepancies indicated.

At the time of picking up the vehicle is missing the key or any part or accessory, what do I do?

You must file a claim at that time, in these forms as the case may be:

  • If you or your carrier picks up the vehicle at BCA, you must report the incident and note it on the delivery note or departure sheet before taking it away.
  • If you are transporting with BCA or withdrawals from an external campaign, you must note the missing item on the departure or delivery note before the carrier leaves. So that you can make the appropriate checks, tell the BCA carrier and it will wait up to 15 minutes.

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

BCA will compensate you when the final delivery time of the transport does not coincide with the estimated delivery time that we publish 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 48 working hours after receipt of the vehicle, enclosing the delivery note where you have noted the date of delivery.

What do I do if I receive a vehicle (transported with BCA) in conditions different from those at the time of purchase?

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

Subsequently, you can issue the claim via telephone or via web form; if you choose the latter, the registration of the case will be done automatically and you will be able to attach a copy of the delivery note of arrival, shortening the resolution times.

I purchased a vehicle and the documentation is delayed, what options do I have?

Your options depend on the status of the vehicle documentation at the time of purchase. Consult this information before bidding, either in the printed catalogue you receive when you access the physical auctions, or on the web, 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 for transfer): from 30 days*.
  2. When we indicate that they have reservation of domain or Leasing in process of cancellation: from 120 days*.
  3. If we do not specify anything about the documentation, the period will be from 60 days*.

* Counted from the date of payment of the vehicle by the buyer. The days of delay attributable to the buyer are excluded, as in the case of missing documents on his part.

If you accept a cancellation, BCA will return the amounts paid in the purchase invoice, always up to a maximum of € 800 and depending on the possible improvements made to the vehicle, once you credit them.

I have been informed of the cancellation of a vehicle, how long do I have to return it? What requirements are necessary?

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

Is the documentation of the vehicles fit for circulation at the time of delivery?

Is not always. Vehicles marketed by BCA may be at some point in the transfer process to the buyer client in a state of Temporary traffic Loss. It is the buyer's responsibility to know the state of the vehicle's documentation before driving with it, assuming all the responsibilities.

Terms and Conditions

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