If You Knock Me Down I Get Up Again Toyota

Rejecting a new or used car: your car consumer rights explained

Sometimes a dream car purchase tin can turn into a nightmare. When you can't get problems sorted the nuclear option is to turn down the car - here's how to practise it...

Man checking car in dealership

Buying a car is a major investment, and it's not just nigh the money you spend. When yous've spent hours poring over reviews, websites and brochures to pin down your ideal choice of motorcar and specification, and endured the anxiety of trying to go the best possible deal, it's no surprise that you're emotionally invested likewise.

In that location aren't many things you tin buy that offer the thrills and satisfaction of a brand new machine, and once you've put that deposit down expectations are unremarkably heaven-high. In well-nigh cases the financial and emotional investment is rewarded when that shiny new motorcar is parked outside the firm.

Unfortunately, when things don't go to plan, those high expectations mean buyers tin can feel a crushing sense of thwarting.

A car is a complicated piece of technology, and edifice and delivering one to a new owner is a hugely complex logistical process. This means there are innumerable potential opportunities for things to go wrong and, of class, sometimes they do.

The immediate response of many customers to whatsoever problem with their new car is to say 'I don't want it'. The thwarting is palpable, and it'south very easy for molehills to get mountains.

If it happens to you lot, the most important thing is to retain a sense of perspective. Yes, it'southward natural to be dreadfully disappointed if your brand car is delivered with a error, damage or non quite as you ordered, but there are a range of remedies you can pursue to go things sorted. While your commencement instinct may exist to decline a car that y'all experience isn't up to scratch, unless the other remedies accept been explored you're unlikely to make much headway.

In theory, the 2015 Consumer Rights Act (CRA) means that, if should you be in the unfortunate position of buying a car that goes wrong, you're protected by very strong legislation.

We say in theory, considering while the CRA is a comprehensive law that affords greater protection than the Sales of Goods Human activity it replaced, if buyers and dealers are unaware of the rights it grants, things can fall down.

Knowing your rights is cardinal, therefore, so hither we'll highlight what these are, and give you some practical tips should y'all find yourself in a position where y'all have to make use of the rights enshrined in constabulary.

This advice is geared around those buying from franchised dealerships, which is where most new-car purchases occur, but still applies to those ownership new or used cars from other dealers or online brokers – although private sales and auctions are not covered past the Act. Information technology's as well worth begetting in heed that while the CRA is a legal backstop that protects buyers, new-car warranties tend to be pretty atomic number 26-clad, and it can be easier to refer to your manufacturer guarantee before citing the CRA.

What the Consumer Rights Act says

According to the Consumer Rights Act, whatsoever product should exist the post-obit things:

1. Fit for purpose

For many people, a automobile existence fit for purpose only means information technology should comply with UK legislation, only others may have more than specific requirements.

You might want it to exist able to tow a one,000kg caravan, for example. If you make this clear to the dealer and the automobile turns out to accept a towing chapters of 750kg, the vehicle isn't fit for your purpose. This sort of eventuality is far easier to argue if you put your requirements to the dealer when ordering.

two. Every bit described

Put but, the machine you accept delivery of should match the specification described in its order sheet – and then be certain to give this close scrutiny when you sign it.

When the motorcar is delivered, inspect it to ensure that all the features included with the trim level and any options you specified are fitted. Mis-builds do happen, then don't make whatsoever assumptions.

The car should as well resemble its delineation in adverts, brochures and other literature, although exist enlightened of caveats printed in these; "specification subject to modify" and "economic system figures may not reflect real-life driving results" mean what you run into on paper won't always be what you get.

3. Of satisfactory quality

A make-new car should exist in perfect status. If you go effectually information technology with a micrometer you may be able to find tiny variances in panel gaps, but every bicycle should be pristine, every piece of metalwork gleaming and unmarked, and the interior should be blotch, odour and squeak-gratis.

Check in that location are no differences in paint colour betwixt various torso panels, and do this in good lite. It's hard to get a practiced match with some paints on plastic and metal panels, so be sure to check the bumpers are the aforementioned colour as the wings.

What y'all should do before rejecting the car

Rejecting a motorcar should be a last resort, once you've pursued all other avenues of getting the car fixed. The first thing you lot should exercise if y'all have a problem is contact the selling dealership and have the car in for an inspection.

If the dealer offers to fix the problem, make sure that you're aware of any potential costs and keep a record of any work and correspondence. All agreements and offers should be confirmed in writing, rather than merely verbally.

You should exist off-white when giving the dealer a adventure to ready a automobile, considering sometimes it may have more one attempt before you've got a valid and strong claim to decline a motorcar.

Consider, too, asking for a replacement model. This can sometimes be easier than handing the car back, every bit manufacturers and dealers are always keen to continue customers in i of their cars. Plus, it saves you hunting around for a new model that suits your needs.

If, however, the dealer is unable to rectify the issues or they decline to help, and so it'southward time to use the Consumer Rights Act and apply for car rejection.

How to refuse a car

There are certain steps that you have to take when rejecting a motorcar. The first is to stop using information technology. If the car'southward not fit for purpose, you shouldn't still be using it every bit a runaround, as this volition severely weaken your case.

Side by side, write to the supplying dealer giving your reasons for rejection. This should be within the offset vi months of ownership and outline the case then far.

If the dealer refuses to have your rejection of the car, contact the customer care department of the manufacturer for further support. It's worth sending a re-create of your original rejection alphabetic character to the manufacturer's head part, also.

If you're still getting nowhere, and then consider contacting the Motor Ombudsman on 0345 241 3008 or the Fiscal Ombudsman on 0800 023 4567.

What to practise if it's subsequently six months

The Consumer Rights Human action focuses on the starting time thirty days and so the first six months of ownership, but all is not lost if you're outside the latter period. Follow the same steps and contact the dealer, giving them the option to inspect the car and put any problems correct if possible. After six months, though, the responsibility is on yous to prove the car was faulty when sold.

To prove this, consider an independent report, although this tin bear a toll – sometimes up to £500. Visit the Plant of Automotive Engineer Assessors (IAEA) - www.iaea-online.org - to notice a local inspector.

Presenting a dealer with a report containing findings that support your claim volition put yous in a much stronger position.

Rejecting a car bought with finance

If you've bought your car on finance, car rejection can be a little trickier, but non incommunicable. That'southward because you don't legally own the car until you've paid the final instalment of your finance program. This could be some 3 or four years away.

Instead, the automobile belongs to the finance company. If you didn't organise the arrangement though the manufacturer (e.thousand. Ford or Toyota), then you'll need to contact the finance company directly with a alphabetic character of rejection. They'll then exist involved in the procedure forth with the dealer.

Troubleshooting - the gilt rules of machine complaints

1. It didn't happen if it's not in writing

It'due south important to certificate everything in writing when ordering your car, and it's also vital to log all complaints carefully, from outset to finish.

If there is an issue with your car, follow up a conversation with the dealer with a letter of the alphabet or Electronic mail detailing the problem, besides as the resolution and timescale that have been agreed. Hopefully you won't need to make apply of this backup, but you may be glad yous put things in writing should things not go smoothly.

ii. Be civil in a higher place all else

Problematic new cars tin be frustrating, but dealers are homo; keeping them on-side during complaints is an advantage. Keep discussions neutral and objective, sticking to the facts and remembering it'southward not the dealer you lot're rejecting, but an inanimate object. Avert emotive language, personal attacks and imperatives such as "you must". And turn the Caps Lock off when using your computer, BECAUSE READING A Letter of the alphabet IN CAPS IMMEDIATELY PUTS PEOPLE'S BACKS UP.

iii. Rejection is hard to take

It'southward understandable that you should desire your car to be perfect, and the majority of problems can be stock-still under warranty without too much difficulty.

While such faults may take the polish off a new-car buy, don't autumn into the trap of thinking any problems should exist dealt with past rejection. Rejecting a car is a time-consuming, circuitous process, and ane that should only be turned to as a last resort. Far meliorate to agree with the dealer what the problem is and how information technology can be stock-still, as well as discussing some form of goodwill gesture (a free service is a common one to ask for) to make upwardly for the hassle and thwarting.

iv. Only if you do take to turn down…

Rejection usually occurs when a machine has at least one fault that the dealer has been unable to put right over a period of fourth dimension. Set out the issues in writing, and explain that you are returning the car in the expectation of a full or partial refund. Bold that y'all bought the car using finance, you will need to involve the finance provider in discussions, likewise.

Broadly speaking there are iii time periods for rejection: within the first xxx days of purchase; after thirty days but before six months; and after half-dozen months. Rejecting a car within the kickoff xxx days should encounter your money refunded in total, merely afterwards this flow the dealer will be able to brand a deduction based on the car'southward use. How big this deduction is can frequently exist a matter of some debate.

5. Become some aid

If relations with the dealership fail for any reason, an outside agency will be able to provide assistance. Most franchised dealers are signed upward to The Motor Ombudsman, who can assistance settle disputes – although be aware that the Ombudsman typically has long pb times, so this is unlikely to be a quick option.

You could likewise contact your local Trading Standards if you experience that the dealer has breached the Consumer Rights Human activity, while an engineer's inspection from an organisation such as Dekra can also be useful – although you will have to committee this yourself. The courts provide last recourse as a last resort – only this is a plush route that shouldn't be taken lightly.

Assist is at hand

The Motor Ombudsman - 0345 241 3008
Financial Ombudsman - 0800 023 4567
Dekra - www.dekra-skilful.co.uk/vehicle.inspections - 0800 334 5678
IAEA (Found of Automotive Engineer Assessors) - www.iaea-online.org/ - 01296 642895

Now read our full guide to motorcar finance and how to get the all-time new car deal ...

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