Faulty used car in the first week: who helps?

Summary

If a faulty used car from a dealer shows a real fault in the first week, who helps is the dealer first, in writing, under the Consumer Rights Act 2015. Within 30 days you can ask to reject the car and get a refund where it was not of satisfactory quality, not fit for purpose, or not as described. Citizens Advice will explain that path and point you to templates. They will not inspect the car or force the dealer to take it back. If the dealer is accredited, The Motor Ombudsman can look at the dispute after you have complained and waited up to eight weeks, or sooner if you get a deadlock letter. A private sale is different. The short term right to reject is against a trader. A private seller is not usually covered by those consumer rights.

Key information

• The clock for the 30 days short term right to reject runs from delivery or taking the car, not from the day you first complained.
• Satisfactory quality for a used car takes account of age, mileage, price and what you were told. A warning light or a failed central locking system can be enough to raise it. A mark you were shown before you bought is not.
• Put the rejection in writing the same week if you can. Keep the advert, the order, photos, and any garage note that describes the fault.
• After 30 days, the dealer usually gets one chance to repair or replace. Inside six months, the starting point is that the fault was there at sale unless the dealer proves otherwise. A deduction for use can apply if you reject after the first 30 days.
• Finance changes the doors. A credit card payment of more than £100 can open Section 75 with the card issuer. A hire purchase or conditional sale agreement is a claim against the finance firm as well as, or instead of, the dealer. A debit card is usually a chargeback conversation with the bank, which is a scheme rule, not a court finding.
• Citizens Advice: Advisers on the consumer helpline will explain the difference between a dealer and a private seller, and between rejecting in the first 30 days and asking for a repair later. They can point you to the faulty goods letter and the used car pages. They will not phone the dealer, book a recovery truck, or tell you the percentage chance a judge would agree.
• The Motor Ombudsman: If the dealer is signed up to a Motor Ombudsman code, the ombudsman can look at a faulty car, a refused rejection, or a failed repair after you have given the business up to eight weeks, or after a deadlock letter. They will not take a case about a private seller, and they will not start while you are still only on day two of an unanswered email. Check accreditation before you rely on this door: make a complaint.
• Dealer: Takes the written rejection and can refund, repair, or replace They will not: Does not have to agree on the spot that every warning light is a rejectable fault. Reach: The sales desk, then the complaints address on your paperwork.
• Citizens Advice: Explains dealer rights versus a private sale, and points to the letter template They will not: Does not inspect the car or run the case. Reach: 0808 223 1133.
• The Motor Ombudsman: Free dispute resolution where the dealer is accredited, after the complaint wait They will not: Does not cover private sellers or skip the dealer stage. Reach: 0345 241 3008.
• Card issuer or finance firm: Considers Section 75 or the finance complaint where the payment type fits They will not: Does not decide mechanical cause without your pack, and will not usually freeze a hire purchase agreement just because you asked. Reach: The issuer complaints route, then the Financial Ombudsman Service if needed.

Practical guidance

• Dealer, in writing: date of purchase, registration, the faults, and that you are rejecting under the Consumer Rights Act 2015 and want a refund. Ask them not to repair if you are rejecting in the first 30 days, unless you agree a repair instead.
• Citizens Advice consumer helpline 0808 223 1133 if the dealer argues the fault is minor, wear, or your fault.
• Finance firm or card issuer in parallel if you paid by credit, or the car is on finance. Do not stop payments on a finance agreement without advice. Missing payments can be recorded even when the car is in dispute.
• The Motor Ombudsman only if the dealer is accredited and the complaint window has opened.
• Civil Money Claims or Money Claim Online in England and Wales if the free doors stall and the value justifies a fee. Scotland uses simple procedure, which has a lower money limit.

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