How to Complain About a Car Dealership in the UK: Your Complete Guide

Buying a car is an exciting experience, but what happens when things go wrong? Whether you’re dealing with a faulty vehicle, poor customer service, or misleading sales tactics, knowing how to complain about a car dealership in the UK is crucial.

In this guide, we’ll walk you through the steps to make a complaint, what your rights are, and what to do if the dealership isn’t willing to resolve the issue.

Know Your Consumer Rights

Before diving into the complaint process, it’s important to understand your rights as a consumer.

In the UK, your rights are protected under the Consumer Rights Act 2015, which ensures that products, including cars, must be of satisfactory quality, fit for purpose, and as described.

This applies to both new and used cars purchased from a dealership.

If the car develops a fault within the first 30 days, you have the right to reject it and request a full refund.

After 30 days, but within six months, the dealership must be given the opportunity to repair or replace the vehicle.

If they are unable to do so, you can ask for a refund, which may be reduced to account for the car’s usage.

If your car is faulty and you’re not sure what steps to take, check out our page on what to do if a dealership sells you a faulty car in the UK for a comprehensive guide.

Document the Problem

The first step in making a complaint is to gather as much evidence as possible.

This will strengthen your case and ensure that you’re taken seriously by the dealership.

Start by collecting all relevant paperwork, including:

• The purchase agreement or invoice
• Any written communications with the dealership
• Service records or repair bills
• Photographs of any faults or issues with the car

Next, identify the specific problem.

Is it a mechanical issue, a service-related problem, or perhaps a case of misrepresentation?

Once you’ve pinpointed the issue, create a timeline of events.

This should include when the problem first occurred, any attempts to resolve it, and any communication with the dealership.

Having a clear and concise timeline will help to back up your complaint.

If you’re wondering how long certain services may take or what to expect when dealing with a dealership, check out our guide on how long it takes to service a car at a dealership for more insights.

Communicate with the Dealership

In most cases, the dealership will be willing to address the issue, so it’s important to give them the opportunity to resolve the problem directly.

Start by contacting the dealership, either in person, by phone, or in writing.

Be clear, polite, and factual in your communication.

Explain the issue, how it affects you, and what resolution you’re seeking – whether that’s a refund, repair, or replacement.

If you’re writing an email or letter, make sure to include all the relevant details, such as your purchase date, vehicle registration number, and any previous communication.

Here’s an example format to follow:

Dear [Dealership Name],

I am writing to bring to your attention an issue with the car I purchased from your dealership on [date].

The vehicle, a [make and model], has developed the following fault(s): [describe the issue].

I have attached a copy of the purchase agreement and any related documentation.

I would appreciate it if you could address this issue as soon as possible.

I would prefer [state your desired resolution: repair, replacement, or refund].

Please let me know how you intend to resolve this matter.

I look forward to your response.

Sincerely,

[Your Name]

Keep records of all your communications, as this may be useful if the issue escalates.

Escalate the Complaint if Necessary

If the dealership is unresponsive or refuses to resolve the problem, it may be time to escalate the complaint.

Many car manufacturers offer support to customers who are unhappy with the dealership.

Contacting the manufacturer directly can often speed up the process, especially if the dealership is part of a larger network.

Another option is to seek third-party mediation.

Organisations like The Motor Ombudsman and the Financial Ombudsman Service offer free mediation services to help resolve disputes between consumers and dealerships.

These services are designed to be impartial and can provide a quick and cost-effective resolution to your complaint.

For more information on how dealerships may adjust prices or handle sales processes, check out our guide on how much a dealership will come down on price for a new car to better understand their tactics.

Involve Trading Standards

If you believe the dealership has acted unlawfully, for example, by selling you a car that is not roadworthy or by misrepresenting key information, you can report them to Trading Standards.

Trading Standards is a government service that enforces consumer protection laws and can take action against dealerships that engage in unfair trading practices.

To report the dealership, you can contact Citizens Advice, who will assess your case and forward it to Trading Standards if necessary.

They can also offer guidance on how to proceed with your complaint and what evidence you will need to provide.

Consider Legal Action

If all else fails, you may need to consider taking legal action against the dealership.

The Small Claims Court is designed for disputes involving amounts up to £10,000, making it an option for many car-related complaints.

Before pursuing legal action, it’s important to seek legal advice, as the process can be time-consuming and costly.

There are also risks involved, such as the possibility of losing the case and being liable for court fees.

However, if your case is strong and you’ve exhausted all other options, the Small Claims Court can provide a final resolution.

Alternative Dispute Resolution (ADR)

If you’re looking to avoid the legal system, Alternative Dispute Resolution (ADR) might be a suitable option.

ADR is a voluntary process that allows both parties to resolve the dispute outside of court, often through mediation or arbitration.

This can be a quicker and less expensive way to settle your complaint.

In the UK, there are several accredited ADR schemes that specialise in motor-related disputes.

It’s worth checking if the dealership is signed up to one of these schemes, as they are legally required to offer ADR to their customers if they are.

Complaining to a Car Dealer Trade Association

Many dealerships are members of industry bodies like the Retail Motor Industry Federation (RMI) or the Society of Motor Manufacturers and Traders (SMMT).

These organisations set standards for their members and can intervene if a dealership is not adhering to their codes of conduct.

If the dealership you’re dealing with is a member of one of these trade associations, it’s worth filing a complaint with them.

They can help mediate the dispute and ensure the dealership acts in accordance with industry standards.

Preventing Future Issues

While it’s important to know how to complain about a dealership, it’s equally important to avoid problems in the first place.

Before buying a car, do your research.

Check online reviews, ask for recommendations, and make sure you understand the terms of any warranties or guarantees.

If something doesn’t feel right during the purchase process, don’t be afraid to walk away.

Look for signs of a reputable dealership, such as membership in a trade association, transparent pricing, and a willingness to answer questions.

On the other hand, avoid dealerships with pushy sales tactics, unclear terms, or poor customer reviews.

For tips on handling car payments or negotiating with dealerships, check out our comprehensive guide on how to pay cash for a car at a dealership.

Conclusion

Complaining about a car dealership in the UK can seem daunting, but by understanding your rights and following the right steps, you can resolve your issue effectively.

Start by documenting the problem and communicating with the dealership directly.

If that doesn’t work, escalate your complaint through manufacturers, trade associations, or third-party mediation.

And if necessary, don’t hesitate to involve Trading Standards or take legal action.

Remember, it’s your right as a consumer to receive the service and product you were promised, and standing up for those rights is the key to a fair resolution.

Are you looking to buy a new used car? Contact us today and we can help you!