Garage damaged my car during a service and wants me to pay: who helps?

Summary

If a garage damaged your car during a service or repair, it should put that right at its own cost. Work must be done with reasonable care and skill under the Consumer Rights Act 2015, and a garage holding your car must take reasonable care of it. Do not agree to pay for a "new fault" until you know what caused it. Complain in writing, get an independent inspection if the garage disputes it, then use The Motor Ombudsman (if the garage is accredited), Citizens Advice and small claims.

Key information

• Safety first: binding or overheating brakes are dangerous. Do not drive the car until it is checked.
• Free fix: if the fault comes from their work, your first remedy is for them to redo it properly at no cost. If that fails, you can ask for money back.
• Do not authorise new paid work in a phone call. Ask for the diagnosis and the cause in writing before you agree anything.
• A garage can keep a car until a valid bill is paid. If you must pay to get your car back, pay "under protest" in writing and claim the money back later.
• Independent report: an independent mechanic or engineer report linking the damage to the garage's work is often the deciding evidence.
• Keep the invoice, the job sheet, photos, and a timeline of calls and promises.
• The garage can: inspect the car and confirm whether the fault came from their work; repair at their cost if they accept responsibility. They will not usually admit fault without evidence. Silence after collection is common: chase in writing.
• The Motor Ombudsman can: if the garage is accredited, take your complaint after the garage has had 8 weeks or given a final answer; review evidence and decide what is fair; it can involve an independent engineer. They will not help if the garage is not accredited. Check on The Motor Ombudsman.
• Citizens Advice can: explain your rights using problems with a car repair and point you to the poor service letter template; pass your report to Trading Standards if the garage shows a pattern. They will not inspect the car or chase the garage.

Practical guidance

• Stop driving the car if it is unsafe. Photograph warning lights and note symptoms.
• Write to the garage: the fault appeared straight after their work, ask them to diagnose and fix it free, and ask for the cause in writing.
• If they deny it, get an independent inspection and send them the report.
• Send the Citizens Advice poor service letter with a 14 day deadline.
• If the garage is accredited, complain to The Motor Ombudsman.
• Stuck? Call the Citizens Advice consumer helpline.
• Last resort: a money claim online for repair and inspection costs.
• Ask the Shaman to order the steps for your case.

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