If something isn’t right with your vehicle, get in touch with the dealership first so they have the chance to put things right. This is often the quickest and easiest way to resolve the issue.
Knowing your rights
If you've purchased a vehicle in the UK, it must meet certain standards according to the Consumer Rights Act. All products must be of satisfactory quality, fit for purpose and as described. This means you have the right to ask the dealer to fix any problems.
You should get in touch with the dealer if you think:
- They didn't tell you about any problems with the vehicle when you bought it.
- The description of the vehicle was wrong, making it different from what was advertised.
- The vehicle isn't safe to drive or isn't in good condition, and the dealer didn't tell you about these issues before you bought it.
If you’re unable to resolve this with the dealership, we’re here to support you.
Raising a Vehicle Quality complaint
If you wish to raise a Vehicle Quality complaint, please complete our Complaint webform and select My Vehicle from the menu. We'll be in touch as soon as possible.
If you’d rather speak to us in person, visit our Contact Us page for more information.
What information do I need to include?
So that we can locate your agreement quickly, you’ll need to provide:
- Your agreement number or vehicle registration
- Your name, DOB and address
- Vehicle information (including mileage and any previous repairs)
- Details about the issues you’re facing with your vehicle
- When the fault occurred
Please provide as much information as possible to support your complaint so that we can resolve it quickly. Consider including details such as photos, a timeline of events, and any correspondence with the dealer (letters or emails).
For tips on contacting the dealership, what evidence to provide if your vehicle has previously had repairs or you’ve had it longer than 6 months, click here.
How long have you had the vehicle?
When you raise a complaint, you have legal rights based on how long you've been using the vehicle.
Within 30 days of buying the vehicle, you can return it to the dealership and get a refund if you can prove there's something wrong and the vehicle is not of satisfactory quality, fit for purpose and as described. In order to check the issues/faults, we need a diagnostic or mechanical inspection report from any VAT registered local garage. These typically cost between £80 - £250.
Any problem found in the first 30 days is assumed to have been there when you bought it. You can choose to have it repaired if you prefer or you can return it.
If it’s been more than 30 days but less than 6 months since you bought the vehicle, it's assumed the problem was there or developing when you purchased it. To investigate your complaint, we need an inspection by an engineering firm to see if it was a point of sale issue. During this time, we have one chance to repair the vehicle to make sure it’s ’fit for purpose’.
You may be able to ask for a refund if:
- The repairs were unsuccessful
- The dealer doesn't fix the problem within a reasonable time depending on the availability of parts and repairs needed
- Please note that the dealer can reduce the amount of the refund for any use of the vehicle after the first 30 days
If it's been more than 6 months since you bought the vehicle, you’ll need to prove that the problem was there or developing at the point of sale.
We’ll give you the contact information for some independent engineering firms so they can inspect the vehicle and determine if the fault was present at the time of sale. Find out more here.
What happens next?
When you submit a complaint, we take it seriously. Our team is dedicated to resolving your issue and together, we’ll work with you to find a solution.
Once we receive your complaint, it’s important that we fully understand and investigate the cause of your concern. We’ll be in touch within 5 working days to acknowledge your complaint and aim to get everything resolved as swiftly as possible and at latest, within 56 days. A dedicated complaint handler will be assigned to your case and will keep you updated throughout.
Day 1-3
We’ll work with you to investigate your complaint and bring about an early resolution. If we successfully resolve your complaint within the first 4 days, we’ll send you a summary of the outcome
Day 4
If we can’t resolve your issue straight away, we may need more time to look into it further. We’ll keep you updated with the steps we’re taking and will work with you if we need further information.
4 weeks
If your complaint is not resolved within 4 weeks, we’ll write to you to explain why the issue is yet to be resolved and when you can expect to hear from us again.
8 weeks
We aim to resolve all complaints within a maximum of 8 weeks. If we haven’t provided you with a final response after 8 weeks, we’ll write to you to explain the reasons for the delay, provide you with escalation rights, and let you know when you can expect our final response. If you’re unhappy with our final decision, you have the right to refer your complaint to the Financial Ombudsman Service.
