Contacting the dealership

Always start by discussing issues with the dealer first, giving them the chance to help you. They should work with you to decide how to fix the vehicle or, if needed, arrange for its return. If you need extra support, reach out to us.

  •  Let the dealership know about the problem as soon as you notice it.
  • If you speak to the dealer in person or over the phone, follow up in writing through a letter or email. This way, you can keep track of who you’ve spoken to and when.
  • If you’re able to continue using the vehicle whilst the issue is being resolved, write down how many miles it has done when you first tell the dealer about the issue.
  • If you think the vehicle isn't safe or you want to return it, don't drive it.

Creating a timeline of events 

To help our complaints team assist you with your complaint, it's useful to have  a timeline of what's happened so we can understand your situation better.

Keep track of:

  • The issues you’re having with your vehicle and when they first started.
  • Anyone you speak to at the dealership including their name, dates and times.
  • Any evidence you have such as repair reports.

Providing evidence if your vehicle has previously had repairs

When you submit a complaint, let us know if there have already been attempts to fix the issue. This tells us more about the vehicle's history and the issues you're currently experiencing.

 Send us:

  • Independent engineer's report that checked the vehicle
  • Details of any repairs that were tried, or receipts for parts ordered
  • Dates when the repairs happened
  • Who did the repairs
  • Whether the repairs were covered by a warranty and who paid for them
  • Emails or texts you exchanged with the dealer (make sure the dates are visible).
  • Ads for the vehicle before you bought it or any photos you took (with dates and times)
  • Don’t forget to make sure your evidence clearly shows the vehicle's registration, your name and address/the dealer's name and address.

Providing evidence when you've had the vehicle for more than 6 months

If you’ve had your vehicle for longer than 6 months, you’ll need to provide evidence that the problem was there when you bought it and isn't just from regular use.

We suggest getting an independent engineer's report, which you can get by calling the below:

  • Scotia: 01475 521203
  • DEKRA: 0800 3345678
  • ACE: 01274 753418
  • Alternatively,  check assessors near to you here.

The report should include:

  • The engineer's or mechanic's name and job title
  • The vehicle's registration number and current mileage
  • Details about the problem(s) when you bought the vehicle and any that have happened since then (this should clearly detail the engineers expert opinion on who is responsible for the current issue(s)/faults(s))
  • All failed repairs and whether the vehicle has been durable since you purchased it
  • Any issues related to parts that need regular servicing

 

If you need to send us any evidence, please email [email protected] along with your complaints reference number.

 

Got a question?

From settlement figues to making a payment, head to our FAQs to find the answers to our most commonly asked questions.

Learn more

Trustpilot reviews