Rejecting a car – your consumer rights

The Car Expert's guide to what to do if your car is faulty or not fit for purpose

Car buying advice Car ownership advice

Of all our articles, the one that’s generated the largest number of questions is our advice on the Consumer Rights Act 2015 and rejecting a car

Based on the hundreds of questions we’ve received, we decided to put together a brand new article. This guide provides more direct answers to your questions, and now replaces our original article from a year ago.

This new article:

In October 2015, the Consumer Rights Act 2015 replaced the old Sale of Goods Act for consumer retail sales. The Act covers new and used cars bought from a trader for consumer (private) use. By trader, I mean either a franchised dealer or an independent garage.

The Act does cover new and used cars bought from a trader for consumer (private) use. By trader, I mean either a franchised dealer or an independent garage.

The Act does not cover vehicles bought by private sale, vehicles bought at an auction or vehicles bought for business use.

Car buyers will benefit from the new Consumer Rights Act 2015

Can you reject your car for any fault you find?

The Consumer Rights Act provides both buyers and sellers with clearer guidance about a customer’s rights. In particular, it covers how a customer can reject a car that is faulty or not fit for purpose.

However, it’s important to remember that motor cars are complicated machines. They have hundreds of thousands of components working under a variety of hostile conditions. Not every fault in a vehicle is going to mean you can simply give the car back and expect a full refund. This particularly applies to used cars, which have already been used and abused by someone else before you.

In short, a car with a fault is not necessarily a faulty car.

Understandably, a dealer will want to inspect your car for themselves before agreeing to refund your money, rather than simply taking your word for it.

A vehicle rejection can be very expensive for a car dealer. They have to buy the car back from you at the original price and fix whatever the problem is, before selling it on again for probably less money.

As a result, the dealer is likely to dispute your rejection unless you can make a clear and confident case.

If the dealership refuses to accept your rejection, you will need to take legal action to reject the vehicle. This means engaging a solicitor and potentially taking the dealer to court. It will be expensive, and there is no guarantee you will win.

If you do have valid grounds to reject your vehicle (see the next page for more details), then your specific rights will depend on how long you have owned the car.

The Consumer Rights Act allows for two options:

  • Your short-term right to reject, which lasts for 30 days after taking delivery of your car
  • Your final right to reject, which covers you for six months from purchase

Short-term right to reject – the first 30 days

If your new or used car has a significant fault that was present when you bought it (as opposed to developing afterwards), you can reject the car within the first 30 days and get a full refund.

You do not have to accept a repair or replacement vehicle (although you can if you want to).

If you have part-exchanged your previous car on the new one, you will not get it back. Instead, you will be entitled to the full invoice price of the car (including road tax, VAT, etc).

You are entitled to a full refund by the same method in which you paid for the car.  The dealer cannot charge for usage, wear and tear, collection of the vehicle or anything else.

It is the dealer’s obligation to collect the vehicle, unless your sales contract includes a clause obliging you to return the car. You only have to make sure the car is available to collect.

Be reasonable about this and work with the dealer if you want to get your money back with minimal fuss. Make their lives difficult and you can be sure they will return the favour…

Final right to reject – the first six months

If you have had the car for more than 30 days but less than six months, you have to give the selling dealer one attempt to fix the fault before moving to reject the vehicle. If the repair has not fixed the fault, you can reject the vehicle.

If you part-exchanged your old car on the new one, you will not get it back. Instead, you will get a cash value for the new car. However, unlike the short-term right to reject, it may not be the full value.

In this instance, the dealer is able to claim a reduction in the value of the vehicle. This is based on the mileage covered and time elapsed. There is no guidance on how much they can charge you, so be prepared to negotiate this with the dealer. If it goes to court, the judge will decide.

As above, it is the dealer’s obligation to collect the vehicle under the Act. You cannot be charged for return costs or be forced to return the vehicle yourself.

Rejecting a car should not be your first move

If you discover a fault with a car you’ve just bought, don’t automatically move to reject it. The fault may be relatively easy to fix. You’ll save a lot of time and hassle compared to trying to reject the vehicle.

Despite the Act providing a clear right to reject a faulty car, it isn’t as simple as going back to the dealer and walking out with a nice fat cheque. The dealer will want to conduct their own assessment of the vehicle. They may well not agree with your contention that the vehicle should be rejected.

If they refuse to accept your rejection, you will need to take some form of action to pursue the matter. Some dealers are signed up to a voluntary Ombudsman’s code, which allows for independent mediation. But usually you will need to take legal action against the dealer. You will also need to get written reports from another garage to back up your claim.

When you reject your car, the dealer has to buy it back from you for the same price you paid for it. You have to sign the registration forms back over. If you have finance on the vehicle, that has to be cancelled as well.

A car purchase can be complicated to unwind, and you might not get your money back for several weeks.

The dealer may offer to repair the fault and potentially even offer you some form of compensation as well. This may be a better result than pursuing a rejection. It may save you a lot of hassle as well, since you won’t have to go through the process of buying another car.

Next page: What are the grounds for rejecting a car?

Stuart Masson
Stuart is the Editor of The Car Expert, which he founded in 2011, and our new sister site The Van Expert. Originally from Australia, Stuart has had a passion for cars and the car industry for over thirty years. He spent a decade in automotive retail, and now works tirelessly to help car buyers by providing independent and impartial advice.


  1. Stuart Masson

    Hi Ian. You are not obliged to get a second opinion before you proceed to reject the car, but it will certainly help if the dealer refuses to accept your rejection.

  2. Stuart Masson

    Hi Ams. I’m surprised they can’t install those after delivery; or it may be that they are hoping you’ll just accept it. I’d get a second opinion from another Ford dealer or a body shop.

  3. Stuart Masson

    Hi Mark. You can reject the car, but you will need something more concrete than “it feels like there are more problems” if you want to have any chance of the dealer accepting your rejection. If you’re not sure what’s wrong, you can get another garage to inspect it (at your expense, obviously) so you have some actual evidence of problems.

  4. Hi Stuart, I bought a used car on 17/2/17. I reported 2 faults with it on 26/2/17 and requested a refund. The dealer refused, I advised him of CRA2015 and he refused again but offered to fix it. It was with him for repair and investigation from 1/3 to 10/3, and I reported the fault still being there on 15/3/17 and requested a refund again. He refused initially and said he’d look at it again but I refused and insisted on refund. He agreed verbally and said he’d put it in writing, but sent a letter on 20/3/17 offering a partial refund, charging me £150 for fair use. I wrote back rejecting the offer on 21/3/17 and have heard nothing since, except that on the phone he said he’s sent another letter and a message telling me he’s made an offer already.
    What are my rights here? Am I entitled to a full refund and should I pursue it through legal action?

  5. Hi Stuart, I have a 2012 automatic Chevrolet that I bought from a dealer. It had 3000 miles on the clock at just under a year old. I have had a service plan with the dealer since I bought it and it now has 29500 miles. It has just died, having to be recovered and taken to the garage needing a new gearbox after no warning. They have said it would be £12000 for a new gearbox which is more than the cost of the car. Can I legally reject the car after 4 years as the gearbox was obviously not fit for purpose? I am in limbo at the moment.

  6. Hi, last week I decided to purchase a 2016 car from a garage over 300 miles away based on the salesman walk round appraisal video of the car.

    I have kept a copy of the video as the salesman states the car “Is a very clean, clean car” & “Has been very well looked after”
    The car was transported down to a collection point and I picked it up late evening after the car had been valeted.
    I inspected the car at the time of pick up and it was gleaming.

    Four days later I washed and leathered the car over and noticed they had used special polishes and waxes to hide scuffs on the paintwork and plastic trim / bumpers. Hence why I couldn’t notice them upon pick up

    I have since emailed the general manager of the garage stating that the video description I received of the car from the salesman does not mention any dents or scuffs and is not a true reflection of the vehicle at point of sale.

    I have requested they either replace and repair the damage at their cost, or replace the vehicle for a like for like spec and last resort a full refund.

    What are my rights as I feel deceived into buying something which had I known of the damage. i would not had purchased the car.


  7. Stuart Masson

    Hi Liz. Your right to reject a used vehicle for a full refund depends on the nature of the fault – realistically, it has to be significant enough to affect the vehicle’s roadworthiness or safety. You haven’t stated what the fault is, so it is impossible to suggest whether you have a reasonable argument.

    To be able to reject the vehicle under the Consumer Rights Act, you need to formally notify the dealer in writing and make it clear that you are invoking your rights under the Act. If your letter doesn’t make that clear, the dealer could argue that they are making an offer to resolve the situation but which is not related to the Act.

    If you feel that you have made your case clearly, and that you are on solid ground regarding your right to reject and your handling of the rejection, and that the dealer has not responded satisfactorily, you will probably need to get legal assistance. There may be an option for an alternative dispute resolution if the dealer is signed up to a programme like The Motor Ombudsman, but this is not compulsory for dealers so it usually means threatening court action.

  8. Stuart Masson

    Hi Susan. It would be extremely unlikely that you could make a case that the gearbox was not fit for purpose after four years of use, unless this a common problem on that model vehicle.

  9. Stuart Masson

    Hi Ryan. I’d say you’re unlikely to successfully reject a used car under the Consumer Rights Act for some minor cosmetic issues. You may be able to get the dealer to cover the costs of respraying the trim or bumpers, but they are unlikely to agree to a replacement vehicle or refund.

    However, if the purchase was conducted entirely off-site and you did not set foot in the dealership at any point, then you have 14 days to change your mind and return the car.

  10. Hi there , I bought a new car and went to dealer to collect and after signing all the paperwork they came and told me that somehow it’s been accidentally been scratched all down the back door n that they will give me a courtesy car till they have fixed it, they said they will replace the whole door.
    I’m not sure I’m happy about paying £21k for a brand new car that’s already had to be repaired and had new door fitted as I’ll be getting something without all original parts.
    Could you suggest what I could or should do please I’m feeling stuck
    I still don’t have car and still driving courtesy car at the moment

  11. Hi Stuart bought a car from Ford it was recalled due to engine problem we were not advised of this when we bought it in Jan 16. Car has been in drive way from Dec 16 until now as health problem and couldn’t drive it. Discovered car won’t as r3ady to get back to driving same problem again and it is back at ford dealership car has 20202 miles year 2012 fOrd focus 1.0 echo quite a few of these were recalled then. Surely we should have been advised no matter when it first got recalled. Thank you.

  12. Hi. I bought a car from arnold clark and after a month start making problems and they took it back and got another one ( same model but newer and more expensive). That car start makin same problems but arnold Clark couldn’t find faults. I manage to find first owner and spoke woth him, he said car made same problems to him ao he returned the car. So i got a faulty car. Tild A.C I’ll take them to court so they said i can chose another car/make and will apply for refinance. But finance companies refused to fiance anymore and another 5 companies the same because they applied to many times. Now i ended up with a faulty car and nobody will give finance anymore. Can i take them to court with last ovner declaration and other stuffz

  13. Dealer lied about mileage, knowingly or unknowingly, on auto trader so we went to see vehicle. Dealer then showed what he told us was the mileage.. an extra 1000 on top of what was advertised. When we got home it turns out the real mileage was 30000 more, this is also on the signed paperwork unfortunately. Do we have any recourse?

  14. Stuart Masson

    Hi Claire. You’re probably lucky they bothered to tell you at all, as they are not legally obliged to. If it’s not major damage (so basically just some cosmetic damage), the dealer is not obliged to tell the customer. It happens all the time – as you can imagine, with several million new and used cars sold each year in the UK, there will always be paintwork being scratched or alloys being kerbed. I’d say it’s very unlikely they would replace the door for a scratch, so it is more likely to be the door skin (outer panel) rather than all the internal bits as well.

    If it simply cosmetic damage, you probably don’t have the legal right to reject the car. You can certainly kick up a fuss with the manager, which may lead to a small offer of goodwill to placate you. Legally, they’re not even obliged to provide a courtesy car.

  15. Stuart Masson

    Hi Lorraine. If you bought the car from a Ford dealership, it is normal practice for the dealer to check for any outstanding recall or campaign work before they hand the car over. Similarly, if you take the car into a Ford dealer for a service, they should check for any recalls or campaigns as a routine part of the job.

    You would need to know the date of the recall or repair campaign before you have an argument with the dealership. If it was before you bought your car, you can argue that they should have conducted the work before you took delivery. If it was after you bought the car, it’s really up to the manufacturer to try and contact you rather than the dealership.

    From a legal point of view, it would depend on not just the dates but also the nature of the recall and problem. Most recalls in the UK are voluntary, and it is likely to be the case for your car. Compulsory recalls are only usually ordered by the government for serious safety-related issues. If you believe you have a viable case, you would be wise to get a solicitor to assist you in working through the case; it may be that simply the threat of legal action could spur the dealer or Ford GB into action.

  16. Stuart Masson

    Hi Adrian. I would suggest you talk to a solicitor about your case. If you have accepted an offer of a replacement car, this is potentially outside the allowances of the Consumer Rights Act 2015.

    If you are not able to get a new finance agreement, you will have to push for your current car to be repaired. Continuing to shop around for finance will only hurt your credit rating further.

  17. Stuart Masson

    I’m not sure how you’d stand legally. On one hand, the advertisement (if you still have it) is clearly wrong, so you could argue being mis-sold. However, you have signed a contract with the correct mileage on it, which is likely to weaken your argument significantly. What the salesman told you verbally is not acceptable evidence, as he could swear on a stack of bibles that he said no such thing.

    I’d suggest talking to a solicitor for some professional legal advice and support.

  18. Hi there,
    I bought a hyundai i30 5 months ago. The car was on 33000 miles with no service history for 4500 pounds on finance over 3 years. The warranty that came with the cars was either 3 months or the first 3000 miles. I have done 9000 miles taking it up to 39000 miles and the timing chain has gone. The car needs a new engine my mechanic has advised. Do I have any rights in regards to taking it back to them for a refund/repair?

  19. Hi bought a car from a dealer for cash 2009 mini. Within a week it delevoped a significant clutch slipping problem making it undriveable. Took it back today and they have said it’s our fault for riding the clutch and could not have been present when we drove away. Clutch not covered under the 3 month warranty apparently. Where would we stand for reject or repair?

  20. Stuart Masson

    Hi Brad. I think you’ll find it difficult to win a rejection case for a broken timing chain on a car with no service history. The very reasonable counter-argument would be that you should have had the car serviced as soon as you bought it, which would have presumably identified that the chain needed replacing (or prevented it from breaking).

    I would suggest the best way to maximise your chances for rejecting the car would be to get a good lawyer to argue your case, and hope he/she can do a better job than the dealer’s lawyer.

  21. Stuart Masson

    Hi Andrew. It is difficult, as a clutch is a wear-and-tear item. If the dealer does not accept your claim to reject the vehicle under the Consumer Rights Act, you will need to get a second opinion from a suitable third-party garage and probably a lawyer.

  22. Hi Stuart,

    I bought a 2003 Toyota Avensis from a dealership on the 9th of March 2017. It had a one year MOT and only a minor headlight issue which i spotted. 2 days after buying the car, it broke down on the motorway after 30 minutes of running. AA recovered it and declared it to be an alternator problem. The next week I had the car towed to the dealership i bought it from as the car was dead. He told me as good faith he will have it checked but returned it to me 2 days later saying he found no faults despite my showing him AA’s report. I decided to drive the car for a few days to see if anything else came up. A week later on the motorway the oil light came on and the car gave a flapping noise, i made a video of this to prove to the dealership as this sound only comes after you drive the car for some distance. I took it to 3 different garages all of whom said the feul pump was gone and it was not safe to drive the car at all and repairing it would cost a minimum of 600gbp. I took the car back to the dealership yesterday asking for a refund and got a very cold and defensive response. They refused to repair it, refused to give me a letter that states they are confident the car is fit for purpose and only referred me to another garage saying use your warranty to have it fixed. and now i am not sure how i can exercise my consumer rights??

  23. Stuart Masson

    If you want to reject the car, you need to formally notify the dealership in writing. They are not obliged to accept your assertion that the vehicle is faulty, so you will need to prove your case (which you appear to have done with independent opinions).

    If the dealer is signed up to Alternative Dispute Resolution, you can progress the matter that way. However, most dealerships are not, so you will probably need to take legal action against the dealer to get your way.

  24. Hi Stuart,
    I have been through the reject process and after a long discussion the dealer has agreed. It been a week since he agreed and I was wondering is there a time limit for him to have the process completed and for me to get my money back. How long legally do I have to wait for him to refund me? If he is taking too long is there anything I can do.

  25. Hi Stuart

    I bought a car from a dealership 10 days ago and have 4 issues with it already;

    1. The car key is falling apart and evertime I push it back together it eventually comes apart again.

    2. The doors are very squeaky (something we pointed out when first looking at the vehicle to which they assured us they would fix)

    3. The reverse sensor doesn’t work 95% of the time (never reversed on the test drive)

    4. The fuel pin on keeps dipping and then going back up again; 2 examples, I dropped my mum of and parked in neutral and it dropped from half full to a quarter full, then when I drove off it went back up. Secondly, it was flashing for more fuel so put petrol in and it was still flashing for 5 minutes until finally moving up.

    Do I have good grounds to reject the vehicle?

  26. Forgot to say, the car is 2012 plate and 40,000 miles

  27. Hi Stuart, 2 weeks ago I bought Hyundai i30 2015 from manufacturer approved dealer. On my first visit I asked dealer who was the owner and I got the answer that the car belongs to them but when v5 documentation arrived I have discovered that the car was used as a hire car in Avis budged. I would never buy a car which belonged to the hire company. Additionally when I washed the car 10 days after purchasing I found that some body work/ paint work have been done, dealer didn’t mention that when I asked about on my first visit. Can I return a car to a dealer and get full refund?
    My conversation with a dealer can be confirmed by my wife who was there with my at that time.

  28. Twelve weeks ago I bought a Land Rover Discovery 3 which this week caught fire and burnt out, injuring me and fortunately not my wife and children. I had to break the windows to get the kids out and we had our brand new caravan (with propane cylinders in the front locker) on the back. Luckily the fire didn’t spread to the caravan as we were on an incline with cars behind us unable to get the caravan off the Land Rover. The cause of the fire is a fuel pump that failed jetting diesel all over exhaust manifold causing car to go up in a fireball.

    Now I find out days afterwards that Land Rover recalled these vehicles in 2009/10 including my VIN number and I am still under warranty from the dealer.

    Do I have recourse ? I’m insured fully comp with insured no claims and my kids are more important than a bit of tin – but its the principle. The dealer had the Discovery on his forecourt for six months prior to sale and has sold me a car that is at risk of fire and had a recall to pull it off the road to replace the parts and make safe.

    Any idea if I have a claim ?

  29. Stuart Masson

    Hi Mandy. Assuming you have bought a used car rather than a new one, it’s probably unlikely that you would be able to successfully reject the car under the Consumer Rights Act.

    While all your issues are annoying, none are fundamental enough to stop the car doing its job of getting you from A to B. It’s possible that there are relatively simple fixes to problems 2, 3 and 4, so you would be better off pursuing the dealer to repair those problems. If you had to argue it out in court, it would be difficult to win. If it is a new car, your chances would be better although there’s still the chance that a judge could tell you to pursue it through the new car warranty.

  30. Stuart Masson

    Hi Roman. Unless you have some kind of written advice that the car belonged to the dealer rather than a hire company, there’s not much you can do. Your wife would not be considered an independent witness and if the salesman swears on a stack of Bibles that he told you it was owned by Avis, there’s not much you can do about it.

    Dealers are not obliged to tell you about minor damage unless you specifically ask about it. They can’t lie to you if you specifically and directly ask about prior damage, but they don’t have to declare it. Again, you would need something in writing and it’s highly likely you have this information.

    Your best bet is probably to kick up a fuss with the dealer and complain about their behaviour to the dealer management and Hyundai UK, and hope for some goodwill compensation.

  31. Stuart Masson

    Hi Richard. Owing to the seriousness of your situation, I’d suggest you speak to a solicitor who can work through the whole thing step-by-step to see if you have any legal recourse against Land Rover.

  32. Hi Stuart, Not sure if you missed my question. ive re-listed it if you did. Thanks.

    I have been through the reject process and after a long discussion the dealer has agreed. It been a week since he agreed and I was wondering is there a time limit for him to have the process completed and for me to get my money back. How long legally do I have to wait for him to refund me? If he is taking too long is there anything I can do.

  33. Thanks Stuart, I took the car in to them to be diagnosed. I asked that no work was to be carried out without speaking to me first to which they replied “no we wouldn’t do that” the next time one of them had come to speak to me I was informed that they had sorted the sqeeky doors and the key had been glued together. Are they entitled to do work to my car without my authorisation?

  34. Hi Stuart,
    I bought a new car (17plate) and collected it on the 21st March but needed recovery this week due the gearstick getting stuck and not working/finding the gears mid journey.

    I would like to work with the dealership to repair it but at the moment I am within 30 days. If I allow them to try & repair and it’s an ongoing fault, next time I will be over the 30 days.

    My question is, that will they then still have to fulfill my consumer rights of the first 30days because that’s when the fault first arose or would I miss that opportunity and have to pursue the 30day-6month rights (which could potentially leave me owing money to the HP finance)?


  35. Hi Stuart, we bought a new car from a Mazda dealer in March this year. Within the 30 days (but not, at that time, knowing the 30 day rule, we took it back to the dealer when the tyre pressure warning light came on and a buzzer went off in the car. They put air in the tyre and sent us away. To cut a long story short this has now happened 4 times and it hasn’t done 1000 miles yet. Each time they give a different explanation and say they can’t understand it! No puncture, no problem with the pressure gauge, the pressure goes up and not down!!! After the 4th visit they say they now have to contact the manufacturer because they have run out of ideas. I suggested that we were coming to the end of the road with this and if it doesn’t get solved we will be asking for a refund. The After Sales Manager told us they were not responsible for refunds that would be Mazda. I phoned Mazda who have ‘opened a case’ and are talking to the dealer about the fault. Since then the people at the dealership have stopped returning calls. We are waiting for it to happen again – any suggestions would be very welcome. We would have accepted a replacement car but it is an MX5 ICON, only 400 made, and the last (possibly only) one they had at the dealers so unlikely to get a replacement. Also we bought it on a Mazda deal of 50% down and 50% interest free finance. Where do we stand?

  36. Hi Stuart,

    I bought a second hand car from a reputable dealership on the 1st April. Before I purchased the car, I sent an email of possible problems including what looked to be a fouled battery. The dealer ensured me when I collected the car that the battery, among other things, had been checked and that it was fine and just needed cleaning.

    On the 13th April I lost all power steering as well as having ABS and VDC failure. On the 14th of April I had what can only be described as complete electrical failure. Every single warning light came on, every system had a failure, car wouldn’t lock, and the alarm kept going off.

    I contacted the dealership on the 15th and they explained that I could either have a refund or use the money to get another car from them. They also said they would pick the car up on Tuesday 18th April. I decided I wanted a refund as could not see anything else in the dealership I wanted. They said they would refund me over the phone on the Tuesday.

    On the Tuesday the dealership called and said they wanted a letter from me stating I wanted to reject the car. They confirmed receipt of this on Wednesday 19th April. Later on the 19th I got an email stating how it was only a faulty battery and they’ve fixed it under warranty and I can come and pick it up, and they’re now saying it’s only a minor issue and not covered by the Consumer Protection Act 2015. I told them countless times, including over email, that I did not want the car repaired but rather my refund as promised.

    The car was only 6 years old and had done approx 46,000 miles when I purchased it. I pointed out a possible problem with the battery before I purchased the car, I have this in writing, and was assured that it had been checked and was fine.

    Where do I stand as I am now under the impression that they’re going to refuse the refund, and I have in essence been sold a faulty car.

    Many thanks,


  37. Stuart Masson

    You can argue semantics with them if you like, but generally a dealer would interpret a request not to do any work as meaning “any work that would be chargeable”. If they are fixing your issues without charging you, I don’t see it as being a problem.

  38. Stuart Masson

    Hi Hannah. If they undertake the repair and it fails in the first six months, you will have the right to reject the car (although you can be charged for usage). Or you can reject the car immediately without accepting an option to repair if it is within the first 30 days (and not be charged for usage).

    All of the above is assuming the gearbox problem is significant enough to warrant a rejection. If it is a minor problem with an easy and permanent fix, it may not be considered sufficient to reject the car.

  39. Hi, what do you do when the business you buy from refuses to accept their responsibility? I bought a used bus from a bus company yesterday and the engine blew up in under 10 miles. I didn’t even make it from the place of purchase to my 1st destination. It was a private sale (me) from a travel company, with a VAT receipt. The bus was to become a motorhome and they knew this. They keep telling me i have to take them to court. Is there any other way to get my money back? Also, as I cannot store a broken vehicle where it is now and I am paying for insurance etc. can i physically return it to their depot immediately, even though the disagree with what happens next?

  40. Stuart Masson

    Hi Lynda. The Aftersales manager is incorrect – if you are rejecting the car under the Consumer Rights Act 2015 then it is the dealer who is responsible. If you are not taking the COnsumer Rights Act route, then it may be Mazda UK who is responsible.

    Because it is the finance company who owns the car, any rejection has to be done in conjunction with them. The process would be that the dealer would refund the finance company, who would in turn refund you your initial 50% and then any payments made to date – and then cancel your agreement.

  41. Stuart Masson

    Hi Chloe. If it is indeed a minor fault which is easily repaired, the dealer can contest your rejection. A car with a fault is not necessarily a faulty car – especially when it’s a used car.

    You would need to get legal assistance (ie – appoint a solicitor) to represent you and try to put pressure on them to accept the rejection. If you take the matter as far as court, you run the strong risk of losing – which means keeping the car and paying a hefty legal bill.

  42. Stuart Masson

    Hi Ben. Unfortunately, if the dealer will not co-operate, you will have to get a lawyer and take legal action. You will need to keep it insured as long as you own it, regardless of where it is stored. Only cancel the insurance once ownership has passed back to the trader.

  43. HI Stuart. we brought a MB car from a dealer and was told it had sat nav, aux sockets for ipod and Full service history. Having had it 48 hours and checked over, it doesn’t have sat nav and doesn’t have aux sockets, the aircon doesn’t work and the heated seats don’t work, we was also told that it had a full service history which was digitally logged with MB, having phoned merc they have confimed it has 0 digital records for that car. I still have a copy of the ad, advertising with Sat nav, Full SH. Aux sockets etc – can I return?

  44. Hi there, I wonder if you can advise. I bought a used car (2009 model year) from an independent dealership last month. In the last few days I have noticed some marks in the paintwork that appear to be below the surface (almost like blisters) that were not there when I collected the car. What rights do I have in terms of being able to reject the car back to the dealership for a full refund ? Thanks. Mick Howell

  45. Stuart Masson

    Hi Leah. If you have the advertisement, and the car does not match the specification as advertised, then yes. The dealer won’t be happy about it, but that’s not your problem.

  46. Stuart Masson

    Hi Mick. It will probably be difficult, as it is an eight-year-old car and this sort of thing will happen eventually. It may also depend on where the marks are – if they are not in an important structural part of the body (like the pillars or sills), it is unlikely to be considered a faulty car.

  47. Hi,
    I would appreciate some advice. I have bought a 2010 Fiesta on the 30.03. from a dealership. It has failed to start on the 19.04. and has been recovered to the dealership to check it over. I have then been told two days later that no fault can be found with the car. I picked it up and on the 26.04. the car failed to start again. It had to be recovered the following day. Unfortunately, both times when the AA arrived the car did start, but both mechanics said it must be an intermittent fault.
    Again, today I have been told nothing is wrong with the car. I have written the dealership within my 30 days that I want to return the car and have it refunded because it is not fit for purpose (I depend on a reliable car as I am a commuter and live rurally. This I have made very clear when I first bought the vehicle). I have been told that the car has no fault and therefor cannot be rejected. I have now been offered the option that if the car breaks down again it will be returned and refunded fully (I have asked for that in writing). If they confirm this agreement in writing, will I definitely have the right to reject the car within the next six months or has the dealer played a trick on me? I mean, can he turn around in a week’s time (when my 30 days are over) and claim that he has no obligation to do that despite the written confirmation of this deal?
    Any advice would be appreciated,thanks!

  48. Hi,
    I could really do with some advise please,
    I purchased a used diesel SUV from a major dealer for £12000 on a 14 plate with 29k miles on 20th April 17. Purchased on HP with a £500 deposit and v small part part exchange. I noticed a whirring sound at 40/60/80mph and I thought it was the tyre tread making the noise as the front tyres are not the same, one is a heavy tread on the front L/H and the others are the same as each other but with smoother tread so wasn’t overly concerned. 3 weeks after purchase, the noise got more noticeable and a creaking noise started to come from the steering column then the airbag indicator light came on.I contacted the dealer and booked it in after explaining the issues, They did tell me that all cars have a unique noise and that having different tyres on a car was perfectly fine! No one contacted me to let me know what was happening and I also had no car to use.
    The next day, I got a call from the service dept telling me the gearbox had failed and needed replacing!
    I was mortified and asked how this could be on a 3 year old car with such low mileage.They said the steering noise was due to no lubrication and the airbag codes had been changed so they rectified them? They are trying to get Nissan to fit a new gearbox but have also said they might do it under my extended warranty if Nissan refuse to fit. They have also said I might get partially charged as they will either put my old clutch back in or renew it!
    I have told them I want to cancel my finance agreement as there is no way this car is fit for purpose even if they put a ( reconditioned ) gearbox in the car as I have no faith in the car and concerned that a replacement gearbox could fail again. The attitude towards me from the salesman was appalling for daring to reject the car and he is trying to bully me into accepting the repair under my extended warranty.I asked for a copy of the MOT and after many ignored emails, received one with 9 months stating thin front disc pads ( reported in Dec 16) This means that they have not checked or serviced this car before selling to me as since Dec and March when I bought the car, the pads would have worn down further and would have been replaced if they had bothered to look at it.

    I seriously want to reject the car and cancel my finance agreement. Please advise Thanks

  49. Hello Stuart,

    I would be grateful for your thoughts on a problem that I am having with a brand new 2017 Hyundai Tucson. Any advice would be much appreciated!

    I took delivery of the vehicle on the 24 th March, as part of a 3-year lease deal.

    In this time I have returned to my vehicle on numerous occasions to find an open boot. The most worrying of these incidents occurred while driving on a busy dual carriageway with the family dog in the boot.

    In response to this, I contacted the main dealer, however, despite them changing the locks & keys of the vehicle this has not remedied the fault. The vehicle is currently with the main dealer for the third time.

    As a result of this problem reoccurring and the failed attempts to rectify the fault, I have no confidence in the vehicle. This has impacted in the enjoyment of my purchase and left me at risk of financial loss, as confirmed by my insurer.

    I am now of the view that the vehicle is not fit for purpose or of satisfactory quality. As such, I have refused to accept the vehicle back from the dealer, despite the threat of storage costs if I don’t pick up within 7 days. What would you suggest that i do next, I have still to confirm in writing that I will not be accepting the vehicle due to the recurring fault?

    Thanks in anticipation of your help.

    kind regards

  50. Stuart Masson

    Hi Kristina. If the dealership refuses to accept your rejection letter, you will have to take further action to resolve the matter – which generally means calling in a solicitor. In terms of what they have offered you, it would depend on what exactly they are prepared to put in writing but it’s unlikely to be a blanket agreement to refund you in full at any time.

  51. Stuart Masson

    Hi Graham. I would have thought that gearbox failure would certainly be sufficient reason to reject the car under the Consumer Rights Act. You will need to get in touch with the finance company, as it’s their car rather than yours.

    Try not to be distracted by the rest of the issues. Tyres and MOT advisories are not relevant to your rejection, and are not valid reasons to reject the car. Stick to the fact that the gearbox has failed. Write to the dealer principal/general manager to reject the car, as it’s an issue way over the salesman’s pay grade anyway.

  52. Stuart Masson

    Hi Gregg. You need to be quite clear in your letter to the dealership that you are rejecting the car under the Consumer Rights Act 2015, and address your letter to the dealer principal/general manager (find out who this is). You also need to work with the leasing company, as it’s their car not yours. If you are not getting a satisfactory response, you can contact Hyundai UK, as this is certainly not acceptable on a new car.

  53. hi stuart,i bought a car from a car dealer that trades from home on the 4/4/2017 yesterday it broke down i rang
    him today but he says because i am using it as a taxi i have no warranty?

  54. Hi Stuart,

    I recently purchased a used BMW 3 series 09 on 04/03/2017. After 5 weeks of owning the car I learned that the top chain guide had failed, allowing the timing change to go slack causing pieces of the guide to fall into the sump and oil strainer, thus requiring a full engine overhaul and repair.

    Before I conducted any work on the car I rang the garage who sold me the, their response was it was not their problem as it is a known problem with the N47 engine in my BMW and as such I should contact BMW as the car will be on a recall list.

    So I contacted 4 different BMW dealerships about the problem and they all said that my car is not on a recall list. I then informed the garage again and was told the same thing that it’s not their problem. At that point I told them that I wanted to start the rejection process of the car to which the owner of the garage gave me a long winded response, which essential ended with him saying I cannot do that.

    Following that conversation I had no course but to allow work to be conducted on my car as I needed it for travel, taxi’s to work are expensive.

    Following the completion of the work and reading this article and several others I believe that I am entitled for the garage which I bought the car from to refund me the repair cost for the work due to the goods not being of a satisfactory quality and/or durable.

    So I sent a letter to the garage stating the points made here and their response back was that because I repaired the car before the timing chain actually failed I have no case.

    Do you believe I have a case to answer, or am I chasing air?

    Kind Regards


  55. Thanks for your reply Stuart. This has now escalated as far as Mazda Europe because nobody seems to know how to solve this. What did you mean by ‘if you are not taking the Consumer Rights Act route? What other route is there? And is there an advantage? We are coming to the end of the line with this now.

  56. Stuart Masson

    Presumably up until this point, you have been going back to the dealer to have the car fixed under the new car warranty. This is a separate pathway to the Consumer Rights Act (contractual repair vs. statutory repair), so a dealer could argue that you have now passed your 30 days without raising the issue under the Consumer Rights Act.
    Mazda UK/Mazda Europe (not sure which, it varies between manufacturers) is liable for any repairs under warranty, whereas the dealer is liable for repairs or rejection under the Consumer Rights Act. It’s a complication that can be used to shunt blame back and forth, which may be what is happening in your case.
    If you are not getting any resolution, you may have to call in a solicitor to take (or at least threaten) legal action against the dealership and/or Mazda.

  57. Stuart Masson

    Hi Micky. You would need to check your warranty paperwork to see what it says, but it is quite possible that using the vehicle for hire or reward would void your warranty.

  58. Stuart Masson

    Hi Alex. You probably do have a case, but navigating the pathway to a successful rejection will almost certainly be difficult – not least because the dealer seems to be dodging every attempt to take any responsibility. I would suggest you contact a solicitor to provide you with some legal support.

  59. Hiya,
    I purchased a second hand Audi A4. I purchased this car because it was advertised with ‘cambelt and waterpump done’, great history – full, just been serviced, 12 months MOT, 12 months warranty, service history, AA approved dealership with free AA cover.The car had issues from day one which I had repaired. I reported all of these issues to the dealer by email and had no response. The car then broke down (4 months after purchase/ delivery). I had the car recovered to a local garage who advised me the oil pump chain had snapped and got tangled in the cambelt which had subsequently snapped and that the car would need extensive repairs. I reported this to the dealer immediately who advised me to contact the warranty company. Having never received any warranty documentation (or AA breakdown cover information) with the car I had to chase for the required information. After over a week I was emailed a scanned warranty document. I was told by the warranty company that the car had never been registered for a warranty. The dealer denied this and ignored all of my emails and calls. When I eventually got a response they said they were not liable for the troubles I had encountered. Within 4 months of owing the car it was not drivable anymore and I had only covered 400- 500 miles.

  60. Thank you Stuart.

  61. Hi Stuart,

    I bought a Vauxhall Corsa Car Reg: DU12 RZZ on 02/05/17. It was advertised on Gumtree from a Trader. When I went to the car location on 1/5/17 I realised it was the man’s house rather than a shop front and he had a number of cars that he buys and sells. I did a basic vehicle check online which appeared to be fine in terms of mileage and MOT history and he agreed to do a new MOT before I purchased. I bought the car on 2/5/17 for £2500, £2000 was paid via debit card and £500 cash. There was no warranty included. I went to get the car serviced today at my local garage. They offered to do a HPI Check (I have not seen this myself yet) and informed me that the car is CAT C. They can see that there was previously a fair amount of damage done to the car due to an accident. I am shocked as the advert on Gumtree did not say it was Cat C. I feel that I have been mis-sold the car under false pretenses. Please can you let me know if I have any rights? I am now also concerned that the man who sold it to be maybe was a private seller acting as a “Trader” because the only company details connected to his home address have been dissolved. I am not sure what to do now. Your help would be much appreciated!
    Thank you
    Miss S Findlay

  62. Stuart Masson

    Hi Jen. It sounds like the dealer is a pretty dodgy bloke. I would suggest you get yourself a solicitor and take him to the cleaners.

  63. Stuart Masson

    Hi Syane. A trader is obliged to tell you that the car is a Cat C write-off, so you have been mis-sold the vehicle and should be entitled to your money back. You should also be advising Gumtree, as they need to make sure that their sellers are advertising vehicles according to the law.

  64. Hi I bought a car in March 2017 it is now may 2017 I’ve had this car that I bought used and financed through the car dealership for three months until the check engine light came on I took it back to the car dealership to be serviced only to be told that not only does it have an oil leak which is going to cost roughly that is going to cost $131.10 6 cylinder tune up and coil boots that are apparently severely corroded are going to cost $510 and then the fuel system service which is going to cost $150 the contract that they had me sign was for no warranty as is sale however these problems were not known to me at time of purchase and was told that they had inspect the vehicle and everything was in working order does this act still cover me or did I get screwed by the dealer?

  65. Hi stuart
    Hoping you can help, I ordered a focus St in 2/2/17which needed to be build. The was car on the 3/5/17 with the dealer stating quilty issues with a certain batch of parts. When collecting the car I tried to make sure that I checked over every panel. But bad timing on the weather as it was raining and the car was wet. A few days later when I had to wash and check the car fully. Paint debris were present in the laquar(hairs), paint debris in the main coat, visible paint patches in the roof paint work and uneven patchie patch work in the rear door shuts. These defects are on every panel minus front wings and bonnet. The body shop which did the pdi stated that the car may be classed as sub standard? In which case why was I signed off. The body shop employee stated nearly every panel will need a respray which Ford may be not be willing to pay? Should anyone accept their brand new car being resprayed!!!

  66. Morning
    I was wondering if you could help me. I bought a car from a dealer recently to the value of 7500. On the maiden trip which happened to be 350 miles north the car went into limp mode and came up with a transmission fault. I contacted the dealer straight away, as the car was under warranty and arranged for the car to be taken in to a garage which he uses regularly. The car has now been with the garage for nearly 2 weeks, I have been informed this morning that the warranty company have rejected the first repair scheme sent in from the garage as this out cost the value of the car so is a uneconomical repair. They did say they were looking at other repair schemes where they could rebuild the transmission but they are awaiting an answer from the warranty company. Where do I stand with being able to reject the car as the repair is now possibly going to take another 2-3 weeks. I am not happy to wait this long. Am I within my rights to reject the car and ask for a full refund?
    cheers Pete

  67. Hi Stuart,
    I bought a brand new van from Citroen and within 3 months the van failed to start and this became a regular problem if the van was left for more than a couple of days without use. The van was bought on finance (from Citroen) but the finance company, Citroen and the dealership are all basically trying to wash their hands of it. This dispute has been going on for over 12 months and the van is completely unusable. Citroen have replaced parts to do with the tracker as they thought that was the problem, but the fault remins. It has been inspected by a different Citroen dealership as the one I bought it from was 250+ miles away. They couldn’t pin-point the cause of the fault so they say that I can’t reject the vehicle.
    The van was bought for business purposes.
    They are still insisting on me paying the finance despite the fact that the van hasn’t been usable for 12 months.
    Where do I stand?

  68. Thanks Stuart!

  69. Hi Stuart,

    I’ve recently purchased a car from an independent dealer in England (live in Scotland) and within 24 hours the engine blew. To repair the engine could cost up to £11,000.

    A straight forward return you would think, right?

    I’ve contacted the company several times now via recorded letters and over the phone and they are refusing to engage in any way with me, noting that they are going into liquidation with no assets (however, there are still several cars on their forecourt and on sale via an online marketplace).

    Furthermore, the company which processed my payment are listed as different to the company who sold me the car, so they to are refusing to take any ownership of the situation.

    Part of the payment was paid on a credit card which I’ve already completed a refund form for, but the majority of the money came from my debit card.

    I have not driven the car since the engine blew on the 12th of April, but I’m wary that time is now dragging on with no response from the dealership.

    I have contacted several lawyers, but they’re asking for a considerable amount of money with no guarantee of success.

    Any advice you could give would be much appreciated.

    Best Wishes,


  70. Hi, I recently bought a 5 year old Mini Cooper from V12 Sports & Classics in Wolverhampton and returned to Ireland with it. this week the Clutch has gone in the car and the garage are telling me that the warranty is not valid in Southern Ireland. On the 26th March when I purchased the car I was not told that there was no warranty, now 45 days later I cannot drive the car. what is my position in this situation?

    Thanks, Linda.

  71. If you bought any of the vehicle on your credit card, even if just a small deposit, you have the same protection as if you’d bought the whole car on the same card.

  72. Hi, I bought a Ford Focus two weeks ago from Evans Halshaw in Hull and the air conditioning doesn’t work. The weather has only just recently got warm enough for me to see if it was air con or just normal cold air coming out.The car came with a standard 30 day warranty what is my position at the moment?

    Thanks Regina

  73. Stuart Masson

    Hi Heather. This is a UK site, so we can’t advise on what your rights may be.

  74. Stuart Masson

    Hi Daniel. You should certainly be taking this up with the dealer and/or Ford UK as the car does not meet reasonable expectiations. A brand new car should not have any significant paint defects, but whether or not its enough to reject the car under the Consumer Rights Act is difficult to say since the problem is purely cosmetic.

  75. Stuart Masson

    Hi Peter. Yes, I would think so. The car failed on your trip home with a significant transmission fault, so it should be rejectable.

  76. Stuart Masson

    Hi James. Because the vehicle is used for business purposes, you don’t have the same consumer rights as a private buyer. You may need to get some professional legal assistance to resolve the matter between the dealer, the finance company and Citroën UK.

  77. Stuart Masson

    Hi Willie. Speak to your credit card company. As Jamie has already pointed out, you don’t have to pay for the whole vehicle on the credit card to be protected for the whole amount.

  78. Stuart Masson

    Hi Linda. You may need a lawyer to assist you here. The car was purchased in the UK, so would be bound by UK consumer law. However, I’m not sure what happens if you take the car permanently out of the UK.

  79. Stuart Masson

    Hi Regina. If the car was advertised as having air-conditioning, then you may be able to reject the vehicle. If you are otherwise happy with the vehicle and just want to get the air-con fixed, you should be able to get this done under warranty.

  80. Hi, I put a deposit down of £300 for a used car from a dealer at £3000 and was planning on picking it up the following week as the car needed a minor repair for the boot. A few days later, i was told there was a problem with the exhaust and it would need repair. The dealer offered a refund on the deposit and first refusal if i decided to buy it later. However, I decided to still go ahead with the purchase, but I’m wondering if the dealer can raise the price of the car because of the cost to repair the exhaust, even though we already agreed on a price. I do have a receipt of the transaction.

    Thanks, Jeff

  81. HI Stuart and Jamie,

    I’ve contacted my credit card company and already been granted part of the money (the initial deposit) back, the remaining amount is now in dispute. Once I have heard back from them regarding this amount, I feel it may help my case in trying to recoup the entire amount (or the outstanding amount on debit card).

    Thanks again for weighing in on this complex and stressful situation.

  82. Hi, my sister recently bought a used BMW, 4 months into owning the vehicle it threw her onto the wrong side of the road, no other cars arround at the time, turns out the car has severe rust issues and components in the rear axle assembley had completley rusted through and become detached from the vehicle, this means she is in the 6 month final rejection phase i believe, we contacted the dealership who are playing silly bugers, they are demanding we deliver the vehicle to them for inspection before they can offer a solution, we cannot afford the cost, so we got a DEKRA inspection, the dealer said if the inspection said it was as bad as we claimed they would collect the vehicle, they ignored us for 3 weeks after recieving the report and set their lawyers on us, the DEKRA report states there is no chance this damage wasnt present at the point of sale and should not have made it through the MOT it has, it also states the damage as catastrophic.

    I read in this article, the obligation of collecting the car is on the dealership, would this apply to our circumstances? Got any other advice from the info i have provided? Any would be appreciated.

  83. Stuart Masson

    Hi Jeff. It will depend on whether or not the original contract was cancelled when the dealer offered you a refund. If the contract was not cancelled, you are entitled to hold him to the original price.

  84. Stuart Masson

    Hi John. It will depend on what the sales contract or any other paperwork states. If there is nothing in writing, then the dealer is obliged to collect the vehicle. You are entitled to reject the vehicle, but the dealer is entitled to one chance to fix the problem. If they can’t fix it, you can proceed with the rejection.

  85. Hello, not sure you going to help me or not.. my husband and I decided to trade our SUV in for a van. They sold us the car for 13500 but promised to fix all the things wrong with it including a DVD player that was hanging from the ceiling and brok fix all the things wrong with it including a DVD player that was hanging from the ceiling and broken as well as a latch that fell off the console and a full detail cleaning.
    After four days of waiting for them to finish up, they kept telling us every day that it would be done at the end of the day but then we had to wait .. we go to pick the van up in the DVD player is still hanging from the ceiling, and we notice the screen is busted it is not in working condition. The latch that was broken before was thrown into the glove box and the car was still dirty, only half cleaned and had trash in it.
    I immediately felt like this car wasn’t worth what we had agreed on and I want to back out. We signed paper work but have yet to make the swap of the vehicles, as in I still have my original SUV. And want to keep it!
    He told me that they were going to work on it.. but I just called and told them I didn’t want it anymore. He asked me to sleep in it.

  86. Stuart Masson

    Hi Molly. This is a UK site and you appear to be in the US, so I can’t advise on what the laws in your state would be.

  87. Bought a second hand car which has an intermittent brake failure. Had a mechanic look at it and he said there were loads of new parts and it looked like someone had tried to put the fault right but hadn’t so put it in px. Had the car 4 days when it first happened but then ran ok for 3 days and it happened again. Contacted deale within the 30 days and he more or less told me to get lost so sent email and not got a reply. Where do I go from here please

  88. Hi Stuart,
    I purchaesd a 2013 Chevy Malibu from a car dealership on Monday (5/15/17) with an as is warrenty. I drove it off the lot on 5/17/17 and today 5/18/17 the heat indicator ran hot twice, the check engine light came in and the “service tire monitoring system” alert came on. What are my rights as far as them fixing anything? I haven’t had the car a full 48 hours and the service dept told me the earliest they can “check” the car is Saturday morning (5/20/17). I don’t want a refund…I just want them to fix the problems because it is supposed to be a certified used car. They stated when I picked it up that they serviced the car to make sure it was good. There is no way all of this happenes within 24 hours of me having the car.

  89. Hi Stuart
    I purchased a 3 year old auto Evoque from a dealer 2 weeks ago. After two days, the gearbox fault sign occurred. I also noticed that the 12v socket did not work despite the multi point checks they do. The dealer inspected the car and said they changed the battery and replaced the fuse, so all is ok. A few days after the same gearbox fault occurred. I have returned to the dealer and wish to reject the car. I paid in cash. the dealer says the fault can be remedied as the auxiliary battery and module is to be replaced. They will also provide a health check from Land Rover for peace of mind. I do not want a repair but a rejection. Am i within my rights? The dealer says the fault is not significant enough. Please advise. Many thanks,

  90. Hi Stuart,
    I paid £500 deposit for a 3 year old BMW to a dealer(Peugeot dealer) with collection date a week after, the salesman agreed to repair a dent and few scratches. It was an ex-Motability car. On the collection day, before the payment and paperwork, I checked the promised repair work and the car document. The scratches was not fixed and the salesman turned his back saying he only said he would try. I then used BMW iDrive display to check any faults. It warned that Brake Fluid Service required. They said the fluid service was done couple of months as per the service document and it only needs a reset in the iDrive display. I didn’t want to collect the £17K car with a warning in dashboard. Do I have a chance to reject the car? I haven’t paid the full money, but only the deposit.

    Now my partner tells me that, its a Euro5 Diesel and new rules will ban driving this car into many cities from 2020 which concerns me more. Your advice is much appreciated.
    Thanks in Advance

  91. Stuart Masson

    Hi Janet. When writing to the dealer, you need to make it crystal clear that you are rejecting the car under the Consumer Rights Act 2015 because of repeated brake failure.

    If the dealer does not respond to your rejection claim, you will probably need to call a solicitor.

  92. Stuart Masson

    Hi Farrah. This is a UK site and you appear to be in the USA. You will need to speak to someone local to find out what rights you have in your state.

  93. Stuart Masson

    Hi Sadia. If the dealer will not accept your rejection request, you will need to get an independent assessment from another garage.
    The car needs to be properly faulty to be rejected. If there really is an easy fix to the problem, then the dealer does not have to accept your rejection – especially on a used car. From the sounds of it, your car is still driveable but you have a gearbox warning message, so you’ve not been repeatedly stranded on the side of the road somewhere.
    The 12-volt socket issue is definitely not relevant to any rejection discussion, so you would need to be checking any used car warranty you have for dealing with that.

  94. Stuart Masson

    Hi Ross. If you don’t have anything written into the contract that says that the dealer would repair the dent and scratches, then there’s no way to enforce that. A dealer’s verbal promise is worth nothing.
    If the dealer has the correct service paperwork to say that the service was done, then that’s fine. A BMW dealer should be able to fix the warning message in about 30 seconds (sounds like the service wasn’t done by a BMW dealer).
    The Euro-5 diesel rules are irrelevant, as nothing has changed in the last couple of weeks. That’s one of those things you should be considering before buying the car, not afterwards.
    Basically it sounds like you’ve changed your mind and are looking for excuses to bail out while still keeping your £500. But from what you’ve described, you wouldn’t be eligible for a refund.

  95. Thanks Stuart for the reply, much appreciated. It looks like the service was done by a BMW dealer as per the service history printout. The service book doesn’t have a stamping.I have asked them to reset it but they could’t, doesn’t the dashboard warning gives me any rights?
    I didn’t collect the car and came back. I wasn’t aware of it Euro 5 earlier, when I asked he avoided it and diverted me to another topic.Now I know why.

  96. Hi Stuart

    We purchased a second hand Vauxhall Zafira from main Vauxhall dealer and within the first 24 hours started to notice the car smelt of tobacco. The dealer agreed to clean the vehicle but the smell still persisted and has been back 3 times in total to the dealer but still the car smells really bad. We complained again and asked if they can exchange the vehicle but they have refused and said there is nothing else they can do. We cannot store babies pram/car seat in car as these item smelt of tobacco too. Even after using just driving the vehicle my hands smell of smoke. Please can you advise if we can reject this vehicle under the sale of goods act? It was purchased under finance.

    Kind Regards

  97. Stuart Masson

    Hi Vince. Assuming you saw the vehicle before purchasing it, I don’t see how you can reject the vehicle under the Consumer Rights Act 2015 (which replaced the Sale of Goods Act) – unless it didn’t smell of smoke before you bought it and suddenly did by the time you collected it (which is unlikely).

  98. Hi Stuart I have a feeling you are going to be telling me the same as others with regards to the consumer Rights Act right to reject, however it would be useful if you could advise how I get the VW finance to assist in at least moving something forward and getting a response.

    Issues with car raised to dealership (who have not yet responded) and the car finance people (response below) to the concerns I raised to say I did not think the car was fit for purpose. Issues raised: Car failing to start but then did. Car failing to start and attended by AA no diagnosis of fault but repaired, subsequently car failed altogether, the dealer diagnosed an error in the high pressure fuel pump due to alloy shards being transferred around the fuel system when the pump failed. This required of £6,000 of repair work.

    Several weeks later the car was ‘repaired’ but subsequently had a fuel leak and returned back to Audi the next day. A few days later the car failed to start, AA called who diagnosed a cam sensor, they also acknowledged and rectified a wiring block that was unsecured and chaffing. The final straw came when the car went into limp mode. AA attended and recovered the car to Audi who diagnosed a turbo was as failing. (I am concerned this is due to the original fuel pump issue as a result of the shards and actually the car cannot be repaired sufficiently).

    VW Finance have responded to say:
    Having reviewed the concerns raised regarding the quality of your vehicle, as your vehicle is almost 5 years old and it has been 7 months since you purchased, in addition it has covered in excess of 60,000 miles, we would conclude the concerns with your vehicle are not inherent and requested evidence to suggest otherwise. I followed this up saying about the days the car was in the garage and that meant it was within the 6 month period therefore the onus was on the dealership to prove it was fit for purpose not mine to prove it wasn’t though the catalogue of errors supported this.

    I have not covered 60,000 miles in the car and that does not seem many miles for a modern car in any event. It has been 7 months but the car has been getting repaired at the dealership for 42 days in total, so technically within the 6 month window (just).

    I would welcome your view.

  99. HI Stuart I’m hoping you can help me please on the 3rd of April I bought a car from a garage and trading in my car he gave us £250 for it we bought a zafia whigh was 1500 so took of the £250 we paid £1,250 for it I paid cash and filled out he log book I drove the car 2 mins down the road and the engine management light came on the car was idulising I rang the man straight away and he said bring it back we took it to the garage were he gets his cars fixed and it came up with the egr valve he said he wud sort it the next day we had a call to say come and pick the car up we went back to the garage and the car was still idulising the mechanic said he cleaned it just drive it some good milestuff and it will be OK I said we got to it was getting replaced I took his advice and drove it it was still happening in decide that as they didn’t change it at the end of the month I’d get it done myself then the week after the oil light kept coming on I had a oil change done oil filter and new rocket cover gasket 2 days later the oil lIght came back on I’ve took the car back and he said its the cover gasket I said it’s been done he said its defo that so he said he’ll replace it in the mean time we asked for our money back and our car and he just changed the subject by this time our old car was up for sale for £1,990 he said the car shud be OK now 2 days later the oil light came back on a bought a switch for it as that was a possibility and I mentioned it cud be the oil level sensor I said we carnt keep chucking money as a car that’s not been right since we bought it we asked again for our money back and he said I will sort the oil level senor out I said will you tho because you said that about the egr valve he had the car for 9 days and said it was all done we had the car back and seemed to be OK I had the back and front brakes done on the car as they needed doing and I paid for the egr valve to be done I found out the old one had snapped after paying all this money out to fix the car yesterday it started to judder and was driving really slow I’ve had a mechanic put it on a diagnostics and it’s coming up with cylinder 2 the spark plug was coverd in oil and they done a pressure test and there’s no pressure at all so right from the beginning when I kept saying it’s loosing oil but not leaking on the floor and said it must being going internally I was right all along I now carnt drive the car as it’s to do with the engine I’m just wondering if you could give me some advice please thank you

  100. I’ve also been in touch with trading standards the last time he had the car so it’s all logged down with them aswell I must of asked him about 20 times that we weren’t happy and we wanted our money back and our car back he said the last time we asked I carnt do that but I can sort you out another car we don’t want another car off him I just want my money back as from the start the car had a fauilt with it as the car is not fit for sale to any one at all I think it’s unfair that I paid money for a car plus gave him my old car plus paying all this money out to haven nothing I need my car as I have a lot of hospital appointments to attend and have to travel I only use the car normally just to drop the children off at school and pick them up

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