New Car Warranties

How do I complain about my car?

If you encounter an issue with your car, it is important to understand who to complain to, and what your rights are as a consumer.

Once you know who your complaint is with, you should inform the business about the problem with your car in the first instance before contacting a dispute resolution provider, such as The Motor Ombudsman.

You must then provide them with a reasonable opportunity to resolve the issue according to their own complaints procedure.

If the business is accredited to one or more of The Motor Ombudsman’s Codes of Practice, you can find out how to submit your dispute here.

There are different types of issues that may be the source of complaints about your car:

How do I complain about an issue with a used car?

If you have bought a used car, and a fault develops within the first 30 days, you may have the right to return it and receive a full refund. After this period, and if there is a problem, you may still be able to get a repair or replacement. For more information about what to do if you have an issue with your used vehicle, and your consumer rights, click here.

How do I complain about an issue with a new car?

If a fault develops after buying a new car, you may able to make a claim under the manufacturer’s warranty, or your consumer rights.

If you have a new car problem, and would like to find out what you can do, click here.

How do I complain about an issue with my car’s servicing or repairs?

There may have been a problem with the work that has been undertaken on your car.

For example, if you suspect that the servicing or repairs have not been carried out correctly, you may be entitled to a repeat repair or up to a full refund.

For more information, please click here.

How do I complain about an issue with my car’s extended warranty?

Purchasing an extended warranty for a car offers peace of mind against costly repairs.

However, you may experience issues relating to:

• Making a claim for a wear and tear item, such as brakes or tyres;
• The fact that you may feel the policy may have been mis-sold;
• The fact that you may think the terms of the policy are unfair; and
• The choice of garage used to repair my car under warranty.

Do imported cars come with a warranty?

Any new car that is sold within any member country of the European Union has a one-year manufacturer’s pan-European warranty, although some manufacturers have now extended this. The pan-European warranty for imported cars will be honoured at any of the manufacturer’s UK authorised dealers but will not include an extended or dealer warranty, which can normally be purchased separately from your local dealer. It is very important to check the warranty provisions with the importer to ensure that you will receive the full benefit of the pan-European warranty.

The warranty on an imported car which is not imported through a UK authorised dealer may have commenced at the point of sale to the third-party importer and therefore you may not receive the full period of the pan-European warranty.

My new car warranty claim was rejected, what can I do?

A new car warranty will be supplied with all UK specification vehicles. The warranty will usually cover the vehicle for a set period of time or up to a maximum mileage (please check your warranty booklet or with your manufacturer authorised dealer for more details on your cover).

The aim of the warranty is to cover the cost of repairing components which have failed as a result of a manufacturing defect during the warranty period. It will, therefore, likely exclude those items which are subject to normal wear and tear, such as brake pads, and those that have failed as the result of driver negligence, abuse or error. Others will only cover such items for a short period of time, for example 6 months. The terms and conditions of your warranty should fully explain the level of cover provided.

If your claim has been rejected, you may need to provide independent evidence in the form of an independent technical report to demonstrate that the failure was due to a manufacturing defect. If your report agrees with the manufacturer, then you won’t be able to pursue your complaint further. However, if your report supports you and diagnoses the issue as a manufacturing defect, send this to the manufacturer and see if they change your mind.

Sometimes, a claim might be rejected because you haven’t serviced your vehicle in line with the manufacturer’s guidelines. It is always best practice to get your car serviced on time but the manufacturer can’t withdraw your whole warranty if you haven’t – however, they can decline a claim if the issue has been caused by the lack of or incorrect servicing on your vehicle. Again, you may need to obtain an independent technical report to support your complaint if you disagree with the manufacturer’s position.