Code of Practice

Version: 1.0
Last updated: 7 November 2026
Website: https://numberplates.org/code-of-practice

1. Our commitment

NumberPlates.org, operated by The Number Plate Company Group Ltd, aims to make buying, selling and researching UK personalised registrations straightforward, transparent and fair. We have traded registrations since 1993 and operate a marketplace where private sellers can advertise free of charge with no seller commission. We may also sell registrations from our own stock.

Our promises are to describe registrations accurately, show costs clearly, treat buyers and sellers fairly, take sensible steps against fraud, handle information responsibly and resolve problems promptly.

This Code explains the standards we follow and the service customers should expect. It supplements, but does not reduce, statutory consumer rights or our Terms & Conditions.

2. Honest and accurate advertising

We will:

1. Present registration marks using their correct legally recognised characters and spacing in transaction information, and make clear when any decorative image is illustrative only.
2. Avoid claims about rarity, age, value, provenance, ownership or availability unless there is a reasonable basis for them.
3. Describe registrations as "dateless" only where they do not contain an age identifier, and avoid implying that every dateless registration is unique or exceptionally rare.
4. Distinguish clearly between registrations sold by us, private sellers and any trade or intermediary sellers.
5. Make clear that an asking price is not a confirmed historical sale price and that research records may be incomplete.
6. Correct or withdraw advertising we discover is materially inaccurate or misleading.
7. Never imply that we are DVLA itself or that we have a status with DVLA which has not been granted.

3. Straightforward prices

We will display a clear registration price and make the total payable apparent before a buyer commits. Under our current pricing policy, the £80 DVLA assignment or transfer fee is itemised separately and included in the purchase total. We will explain whether it is payable in the transaction and prevent duplicate collection if it has already been paid.

We will disclose any applicable VAT treatment and any optional services or other charges before agreement. We currently do not add VAT to listed registration prices. Where an independent seller is involved, we will identify their role and clarify any different tax or payment arrangements that apply. We will not use hidden or unavoidable late-stage charges.

Private sellers currently pay no listing fee, no seller commission and no success fee. Any different arrangement for a trader, dealer or managed sale must be agreed and disclosed in advance.

4. Protecting customer money

Private marketplace transactions: Under our presently advertised free-listing model, buyers and sellers normally agree the transaction between themselves. NumberPlates.org does not automatically receive, hold, protect or release the purchase money. We will warn customers not to transfer funds on the basis of a listing alone and will give clear guidance on checking entitlement and agreeing safe completion steps.

Sales by us or managed transactions: Where we agree to collect money, we will confirm in writing who receives it, the payment method, what protections apply, the conditions for release to the seller, and what happens if the registration cannot be transferred. We will not describe money as held in escrow, in trust or in a segregated client account unless that arrangement genuinely exists and is legally appropriate.

We will keep appropriate payment and transaction records and take reasonable steps to prevent fraud. We will return funds when required by law or by the agreed transaction terms.

5. Checking registrations and sellers

We will use reasonable, risk-based checks appropriate to the transaction, which may include:

• Checking that a registration has a valid UK format and that the description corresponds to it.
• Asking a seller whether entitlement is on a V750, V778 or an eligible vehicle.
• Requesting evidence of identity and entitlement or authority, particularly before a managed transfer or where fraud indicators appear.
• Checking for duplicate or conflicting listings and following up inconsistencies.
• Explaining relevant restrictions on transfer and age identifiers.
• Checking the proposed recipient vehicle's eligibility using available information when we are instructed to arrange assignment.

These checks reduce risk but are not a guarantee. DVLA ultimately determines whether an assignment or retention application is accepted. We will not publish sensitive assignment reference details or encourage sellers to share unredacted entitlement documents publicly.

6. Completing transfers

Where we manage a transaction, we will explain before payment whether the agreed outcome is assignment to a vehicle or delivery of the appropriate entitlement documentation, and who is responsible for each step.

Our service targets are:

• Initial transaction review: within 2 working days after receiving payment and required documentation.
• Submission of a complete, eligible transfer application: within 2 further working days where the DVLA process and third-party cooperation allow.
• Material progress updates: at least every 5 working days while an application remains outstanding, or sooner if an important problem arises.

These are service targets, not guarantees of DVLA processing times. Online assignments may be processed rapidly, while postal applications, inspections, missing documents or DVLA queries can take longer. We will explain material delays, what action is needed and the available options. We will not promise completion on a fixed date unless we have expressly agreed a date we can reasonably meet.

We will never knowingly help assign a registration that makes a vehicle appear newer than it is or otherwise breaches DVLA rules.

7. Cancellation, refunds and problems

We will explain the relevant cancellation rights before a customer is bound by a purchase or paid service agreement with us. For qualifying distance service contracts, the normal cooling-off period is 14 days from the day after the contract is made. Where work is requested during that period, we will obtain the express request and any required acknowledgement before proceeding, and will apply the law on payment for work completed and loss of cancellation rights.

We will not claim that the right to cancel automatically disappears merely because paperwork has been started. We will assess requests fairly, distinguish our own stock and services from direct private sales, and make refunds where required by law or the contract.

If a registration we sell or manage proves unavailable or cannot be transferred as agreed, we will investigate promptly, explain the next steps and offer the appropriate legal remedy. We will not keep money that must lawfully be refunded.

8. Fair treatment of customers

We will deal with customers politely, without pressure, misleading urgency claims or aggressive sales practices. We will not present an enquiry or offer as a binding contract before acceptance, and we will not pressure a buyer to pay before the key terms are clear.

We will provide reasonable assistance to customers who need clarification about paperwork, fees or the transfer process. We will communicate in plain English and will make reasonable efforts to accommodate accessibility needs raised with us.

We will apply the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the unfair commercial practices provisions of the Digital Markets, Competition and Consumers Act 2024, as relevant. We recognise that the Consumer Protection from Unfair Trading Regulations 2008 have been replaced for commercial practices taking place from 6 April 2025.

9. Information security and privacy

We will handle customer information in accordance with the UK GDPR, the Data Protection Act 2018 and our Privacy Policy.

We will collect only information reasonably necessary for the service and relevant legal obligations, restrict access to customer information, use appropriate security controls, and avoid publishing private seller contact details. Contact between buyers and sellers takes place through our controlled enquiry process. We will not use transaction documents for unrelated purposes without an appropriate lawful basis.

We will respond to privacy and factual-accuracy concerns through our published contact details and will handle rights requests in line with applicable law.

10. Complaints and escalation

If something goes wrong, please email contact@numberplates.org and explain what happened, the registration concerned, your order or listing reference if available, and how you would like us to resolve it.

We will:

1. Acknowledge complaints within 3 working days.
2. Aim to resolve or provide a substantive response within 15 working days.
3. Explain the reason for any delay and provide a revised date for response.
4. Offer a management review where the customer is unhappy with the first response.
5. Provide a clear final response and tell the customer whether an appropriate independent alternative dispute resolution option is available.

We will not claim membership of an ADR body until we have confirmed membership or participation. Customers retain their right to seek advice from Citizens Advice, Trading Standards, or use the courts where appropriate. Complaints involving an independent seller may need to be resolved with that seller, although we will consider any issue involving the integrity of our marketplace.

11. Staff knowledge, oversight and training

Anyone handling enquiries, sales, documentation or complaints on our behalf will receive training or written guidance appropriate to their role covering:

• DVLA assignment, retention, eligibility and legal display rules.
• Distinctions between private listings, our own stock and managed transfers.
• Transparent pricing, consumer rights, cancellation and refunds.
• Identity and entitlement checks, suspicious activity and document security.
• Privacy, confidentiality, record keeping and complaint handling.

We will review difficult cases, maintain up-to-date guidance as rules change, and make sure that responsibilities for approvals, refunds, customer support and complaints are clear.

12. Compliance and review

We review our processes regularly against industry best practice.

We will keep this Code under review, take reasonable steps to correct shortcomings and amend it when legal requirements or material aspects of our business change. A designated responsible person oversees the Code and maintains evidence that its commitments are followed.

Code version: 1.0
Last reviewed: 7 November 2026
Next planned review: 7 November 2027, or earlier if required by law, scheme requirements or operational changes.

13. Contact and legal information

NumberPlates.org
The Number Plate Company Group Ltd
167-169 Great Portland Street, London, W1W 5PF
Email: contact@numberplates.org
Instagram: @numberplates

DVLA is a registered trademark of the Driver & Vehicle Licensing Agency. NumberPlates.org is not affiliated to the DVLA or DVLA Personalised Registrations.