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Faulty Car Rights: A Practical Guide to the Consumer Rights Act 2015

Bought a car that developed serious problems?
The Consumer Rights Act 2015 provides important rights when a vehicle does not meet the required standards of quality, fitness for purpose or description.


Whether you can reject a vehicle, require a repair, seek a price reduction or pursue another remedy depends on the circumstances of the purchase, the nature of the fault, when the problem arose and the evidence available.


This guide explains the key principles in straightforward language and highlights the evidence that can be important when dealing with a dealer or finance provider.


This is general information only and is not legal advice or representation.

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WHEN CAN YOU REJECT A FAULTY CAR?
  • A vehicle fault does not automatically mean that you can reject the vehicle.
    The circumstances that may be relevant include:
    • The age and mileage of the vehicle when purchased
    • The price paid
    • Whether the vehicle was new or used
    • What was advertised or represented about the vehicle
    • The nature and seriousness of the fault
    • When the fault first appeared
    • Whether the issue may have been present when the vehicle was supplied
    • Whether repairs or inspections have already taken place
    • What the dealer or finance provider has said
    • What evidence is available
    For used vehicles, normal wear and tear also needs to be considered alongside the vehicle's age, mileage, price and condition.
THE FIRST 30 DAYS
    The Consumer Rights Act provides a short-term right to reject goods that do not conform to the contract.
    The short-term right to reject generally applies during the first 30 days, subject to the rules in the legislation.
    This does not mean that every fault discovered within 30 days automatically results in a successful rejection.
    The vehicle still needs to be considered against the relevant requirements, such as satisfactory quality, fitness for purpose and description.
    From a practical motor-finance perspective, the quality of the evidence can also be extremely important.
    Where a significant mechanical or electrical fault is disputed, technical evidence can be particularly valuable.
DAY 31 TO SIX MONTHS
  • After the first 30 days, the legal position changes.
    Depending on the circumstances, the consumer may have rights relating to repair or replacement and, where the relevant conditions are met, a price reduction or rejection.
  • The history of the vehicle and what has already happened can become particularly important.
    For example:
    • Has the vehicle already been inspected?
    • Has a repair been attempted?
    • Has the same fault returned?
    • Was the repair successful?
    • Has the dealer been given an opportunity to investigate the problem?
    • Is there evidence that the issue may have been present when the vehicle was supplied?
    Where a vehicle is financed, the finance provider may also investigate the complaint and may obtain technical evidence such as an Independent Engineer's Report.
    An IER may consider issues such as:
    • Whether the fault is present
    • The likely cause of the fault
    • Whether the fault may have been present at the point of sale
    • Wear and tear
    • Misuse
    • Poor maintenance
    • The vehicle's condition and history
    The outcome will depend on the individual circumstances and evidence.
AFTER SIX MONTHS
    The evidential position can become more difficult after the first six months.
    The circumstances of the case, the condition of the vehicle and the evidence available can all become increasingly important when considering whether a fault was present or developing at the time of supply.
    Finance providers may request or arrange further inspection or engineering evidence.
    They may consider:
    • Diagnostic evidence
    • Independent Engineer's Reports
    • Dealer inspection notes
    • Repair records
    • Previous repairs
    • Vehicle history
    • Mileage and use
    • Maintenance records
    • Correspondence and complaint history
    If a formal complaint has been made to a finance provider, the provider may issue a Final Response Letter explaining its position.
    If the complaint remains unresolved, the Financial Ombudsman Service may be an available escalation route where the complaint meets its eligibility requirements.
MILEAGE, USE AND VEHICLE CONDITION
    Mileage and vehicle use can become relevant when assessing a vehicle-quality dispute and any potential remedy.
    This can include consideration of:
    • Mileage at purchase
    • Mileage when the fault appeared
    • Current mileage
    • How the vehicle has been used
    • Damage
    • Wear and tear
    • Maintenance
    • Previous repairs
    Any deduction or adjustment is dependent on the circumstances and the relevant legal or contractual position.
    There is no single mileage deduction figure that applies to every motor-finance complaint.
THE EVIDENCE MATTERS
    The type and quality of evidence can make a significant difference when a vehicle fault is being investigated.
    In our experience working with motor-finance complaints, photographs and videos can help demonstrate symptoms, but they are generally not sufficient on their own to establish the underlying mechanical or electrical fault.
    Where a finance provider disputes the existence, cause or timing of a fault, technical evidence is often important.
    Useful evidence can include:
    • Diagnostic reports
    • Garage reports
    • Repair invoices
    • Job sheets
    • Dealer inspection records
    • Independent Engineer's Reports
    • Breakdown records
    • Service and maintenance records
    • Vehicle history
    • The original vehicle advertisement
    • Purchase documents
    • Finance documents
    • Emails and letters
    • Finance-provider correspondence
    • Dealer correspondence
WHAT IF THE DEALER OR FINANCE PROVIDER REFUSES?
    A refusal does not necessarily mean that there is nothing further to consider.
    Start by understanding the reason given for the refusal.
    Consider:
    • What evidence did they rely on?
    • Does the evidence address the actual fault?
    • Has the vehicle been properly inspected?
    • Has a repair already been attempted?
    • Has the same problem returned?
    • Are there gaps in the evidence?
    • Has relevant information been overlooked?
    • Has the finance provider explained its position clearly?
    Where a formal complaint has been made to a finance provider and you remain unhappy with the final response, the Financial Ombudsman Service may be an available escalation route subject to its rules and eligibility requirements.
MOTOR FINANCE AND VEHICLE DISPUTES
    A vehicle purchased using motor finance can involve both the dealership and the finance provider.
    The precise position depends on the type of finance agreement, the circumstances of the purchase and the nature of the complaint.
    Finance-related disputes can involve issues such as:
    • Vehicle quality
    • Misdescription
    • Faults present or developing after purchase
    • Dealer responses
    • Repair attempts
    • Complaint handling
    • Section 75 considerations where applicable
    • The evidence supporting the complaint
    This is why understanding the full timeline and keeping the relevant documents together can be important.

AREAS WE REGULARLY ASSESS

• Faults or breakdowns shortly after purchase
• Diagnostic and repair disputes
• Vehicle condition and history
• Repeated repair attempts
• Motor-finance complaints
• Financial Ombudsman Service cases

HOW YOUR CASE IS ASSESSED

    1. Build the timeline
    We look at when the vehicle was purchased, when the problem first appeared, what happened afterwards and how the dealer or finance provider responded.

    2. Examine the evidence
    We consider the documents and information available, including diagnostics, repair records, inspection reports, correspondence, vehicle history and other relevant evidence.

    3. Identify the key issues
    We assess the circumstances against the relevant consumer-rights principles and identify the main strengths, weaknesses and evidence gaps.

    4. Understand your options
    You receive a clear assessment explaining what the available evidence supports, what may require further evidence and the practical points you may wish to consider next.

HOW UK CONSUMER ADVISORY CAN HELP

If you are unsure where you stand, you can start with our Free Initial Case Check.
Tell us briefly what happened, when the issue arose, how the vehicle was purchased and what response you have received.
The free check helps us understand the basic circumstances and whether your situation may be suitable for a more detailed assessment.
For customers who require a detailed review, our paid assessment services can consider the available documents, evidence, timeline and circumstances of the case.

Start Your Free Case Check
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    IMPORTANT INFORMATION

    UK Consumer Advisory provides independent, evidence-based information and motor case assessments.
    We do not:
    • Act on behalf of customers
    • Contact dealers or finance providers
    • Write or submit complaints
    • Provide legal representation
    • Influence complaint outcomes
    • Provide regulated financial advice

    Our assessments are based on the information and evidence provided to us and are intended to help customers understand their position and possible next steps.
    Consumer rights and potential remedies depend on the individual circumstances of each case.
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