Frequently asked questions

For those new to using Manheim SureCheck, the new pre-auction vehicle inspection service, here you'll find all the answers you need to know about reporting a problem, vehicle checks, repairs and more.

Got a problem?

You have seven days from the date the hammer drops on your SureCheck vehicle to let us know about any problems. The easiest way to do this is through the SureCheck app.

Report a problem

How do I report a problem?

For tips on how to report a problem with a SureCheck vehicle, watch this helpful video.




How do I make a SureCheck report if I have a vehicle problem?
The quickest way is to download the Manheim SureCheck mobile app. You will then be able to provide details of the problem and the administrator will contact you to discuss your report and next steps. Download from: manheimsurecheck.co.uk or search the app store for Manheim SureCheck. Alternatively text 'SureCheck' to 88802 and we'll send you a download link.

To submit a report online click here
Can you explain the report process?
Your report will be assessed by our administrator, AutoProtect, who may:
  • Make an immediate decision
  • Arrange for a qualified automotive technician to review the vehicle and prepare an assessment report for the administrator
  • Once the report is received a decision is made as to whether the vehicle repair will be paid for under the conditions of the Manheim SureCheck programme

Throughout the process we will ensure that you are fully informed of each stage of the process, and keep you up to date with the next steps.

To submit a report online click here
Where can I download the SureCheck app from?
You can download from the SureCheck app from manheimsurecheck.co.uk or by searching Manheim SureCheck from your mobile device’s app store.
Do I have to use the app to make a SureCheck report?
The app is the quickest way to make a report. However there is a desktop version available at manheimsurecheck.co.uk/request or you can call 01279 400 526.
I have already made a report how can I get an update?
Please email manheim-surecheck@autoprotect.co.uk for an update or call us on 01279 400 526.

To help you report a problem without any hassle, simply follow this guide and we’ll help you solve the problem. Here are some key things to know:

SureCheck: 7 days to report
1. 7 days to report
Once the hammer drops on your winning bid (or if we’re delivering your vehicle, from the date of delivery) you’ve got seven days to report a problem
SureCheck: Report a problem
2. Report a problem
You can do this online, via the app or over the phone. You can use your smartphone to provide outline information and pictures in your report
SureCheck: 3 days to assess
3. We'll pick up your report straight away
AutoProtect will contact you within 48 hours (excluding bank holidays) to discuss the best option for a speedy repair
SureCheck: 48 hour approval
4. Independent review
AutoProtect, working with their existing partners and suppliers, will review and assess the problem and provide the quickest solution
SureCheck: 24 hours to repair
5. We'll put it right
AutoProtect can usually arrange a repair within 24 hours, dependant on availability of parts if required



I'd like to know more about SureCheck vehicles...

How do I know if the vehicle has a SureCheck certification?
For each vehicle that goes through auction the SureCheck level is shown on the window flash, auction catalogue, Simulcast screen, vehicle condition report and Manheim.co.uk. SureCheck is also a line item on each vehicle's invoice.

Search for SureCheck Gold vehicles
Search for SureCheck Silver vehicles
Search for SureCheck Bronze vehicles
What vehicles are eligible for SureCheck?
Vehicles are inspected by Manheim prior to being entered for auction, we aim to assign a level of SureCheck that is consummate with the age and condition of the vehicle. However we do not apply the SureCheck service to vehicles under 12 months since first registration, more than 12 years since first registration or with more than 120,000 miles on their odometers.

Can you tell me more about repairs?

How long will it take to make a repair decision?
We aim to respond within 60 minutes of raising a report. Once we have all the necessary details we can arrange for a qualified automotive technician to validate the disparity from the declared vehicle condition, typically we will be able to schedule an appointment the next business day, and then a decision can be made based on all the information.
Who will repair my vehicle?
The administrator will select a suitable local automotive technician at the time of making the request.
Who will assess the repair report?
Initially the administrator will assess the details of your report. If a decision can't be made at that point they will assign a suitable, local automotive technician to prepare a report to assist them in making a final decision.
I am an approved repairer, how should I submit my invoice?
If you are an approved repairer with a valid authorisation number, your invoice should be submitted via the Manheim SureCheck request system. If you do not have logins for this system please contact AutoProtect to arrange for your business to be enrolled in the service. Invoices can only be submitted on preapproved repairs. No work should be completed without an authorisation number from the administrator. Payments via BACS will be made within 24 hours, once all details have been provided.
I am an approved repairer how quickly will my repair invoice by paid?
Your invoice should be submitted via the Manheim SureCheck request system. If you do not have logins for this system please contact AutoProtect to arrange for your business to be enrolled in the service. Invoices can only be submitted on preapproved repairs. No work should be completed without an authorisation number from the administrator. Payments via BACS will be made within 24 hours, once all details have been provided.

I'd like to contact someone about SureCheck...

What are AutoProtect’s opening hours?
The app and website are available 24/7, 365 days a year. Our team are available 07:30 to 18:00 Monday to Friday (excluding bank holidays) and 9:00 to 13:00 Saturday.
I'm having problems using the app, how can I submit a report?
We're sorry about that. There is a desktop version available at manheimsurecheck.co.uk/request or you can call us on 01279 400 526. Please let us know exactly what problem you're having at manheim-surecheck@autoprotect.co.uk.
Can I call you to make a SureCheck report?
The quickest way to make a report is to download the mobile app from: manheimsurecheck.co.uk or search the app store for Manheim SureCheck. Alternatively text 'SureCheck' to 88802 and we'll send you a download link. The SureCheck request telephone number is 01279 400 526.
How do I make a complaint about SureCheck?
We're sorry that the service hasn't lived up to your expectations, please contact Manheim Customer Services in the first instance on 0844 856 4600* or email buyerservices@manheim.co.uk. If you are unhappy and wish to seek independent arbitration regarding the outcome of your SureCheck request, or raise a complaint regarding the administration process, please contact the MACS Consumer Advice Line on 0800 692 0825** or complaints or enquiries can be submitted online at motorcodes.co.uk.

*Calls cost 4.2p per minute plus your phone company's access charge
**Calls are free of charge from all consumer landlines and mobile phones. If you are calling from a business phone, you should check with your provider whether there will be a charge for calling 0800 or 0808

What are the SureCheck terms and conditions?

How long does the Manheim SureCheck agreement last?
The vehicle is protected by SureCheck for a maximum of seven calendar days following the sold date, or if Manheim are delivering the vehicle you have five business days from the date of delivery to raise a request.

Where to next?

Return to the main Manheim SureCheck page here >

Terms and conditions

Manheim SureCheck is subject to Manheim's standard terms and conditions of business and the SureCheck terms and conditions.

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