Use this guide when a used car bought from a motor dealer develops a fault that is not down to normal wear and tear. Have the sales invoice, any finance agreement, the advert and the car's service and MOT history ready. If the fault affects safety, stop driving the car until it has been checked.
Step by step
Make the car safe and stop using it
If the fault affects brakes, steering, lights, tyres or anything else safety-related, stop driving and arrange recovery if needed. Continuing to drive a faulty car can make the problem worse and weaken your claim. Keep the recovery receipt.
Check who your contract is with
If you paid outright or with a personal loan, your claim is against the dealer. If you bought with hire purchase or a conditional sale agreement, the finance company is legally the supplier, so your claim is against them as well as needing the dealer's cooperation. Read your agreement to see which applies.
Get independent evidence
Ask a qualified independent garage to inspect the car and write a short report on the fault, whether it was likely present at the time of sale and whether it is normal wear and tear for the car's age and mileage. Do not let a garage carry out repairs before the dealer has had the chance to inspect, unless it is an emergency. Keep the invoice for the report.
Notify the dealer or finance company in writing
Write explaining the fault, when it appeared and that the car is not of satisfactory quality under the Consumer Rights Act 2015. If you are within 30 days of taking delivery, say you are rejecting the car for a refund. After 30 days, ask for a repair or replacement and set a reasonable deadline.
Follow through on the repair or rejection
If the dealer repairs the car, get a written job sheet listing the work done. If the repair fails or is not done in a reasonable time, write again to exercise your final right to reject or ask for a price reduction. A deduction for the use you have had may be made from any refund.
Escalate the dispute
If the dealer is a member of a motor industry code or ADR scheme, such as The Motor Ombudsman, you can ask it to review the complaint. If your claim is against a finance company, complain to it and then to the Financial Ombudsman Service if it does not resolve things. Citizens Advice can also pass details to Trading Standards.
Ready-to-use checklist
- Sales invoice and advert
- Finance agreement if used
- MOT and service history
- Date you took delivery
- Independent inspection report
- Recovery or repair receipts
- Written complaint with deadline
- Log of calls and reference numbers
Practical tips
- Check the car's MOT history on GOV.UK to see advisories that were recorded before you bought it.
- Keep driving to a minimum once you report a fault, and note the mileage on the date you complain.
- Never sign paperwork saying you accept a repair as a final settlement unless you are sure it has fixed the problem.
Common problems
The dealer says used cars are sold as seen.
A trader cannot remove your statutory rights with phrases like sold as seen. The car must still be of satisfactory quality for its age, price and mileage, and match its description.
The dealer wants me to bring the car back but it is not safe to drive.
Explain in writing that the car is unsafe and ask the dealer to collect it or pay for recovery. Keep a copy of your request and any recovery costs you pay.
I bought the car from a private seller, not a dealer.
Your rights are much more limited, as the car mainly has to match its description. Gather evidence of what you were told and speak to Citizens Advice about whether you have a claim.