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Motor vehicle complaints (pack)

Keeping your car on the road can be a costly process. This pack contains documentation enabling you to deal with all aspects of vehicle-related legal issues, complaining about poor quality of work done by a garage or damage to your vehicle whilst in their possession, to refund requests to car dealers and disagreements about service charges.
Please see the individual information associated with each document in this pack for a full description of their use.

Motor vehicle complaints (pack)

Compatible region(s): England Wales

Keeping your car on the road can be a costly process. This pack contains documentation enabling you to deal with all aspects of vehicle-related legal issues, complaining about poor quality of work done by a garage or damage to your vehicle whilst in their possession, to refund requests to car dealers and disagreements about service charges.
Please see the individual information associated with each document in this pack for a full description of their use.

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Complaint about damage to vehicle during service and repair work (Guidance Notes)
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This is a letter to a garage complaining about damage caused to your vehicle whilst it was in their possession for routine servicing or repair work. The letter suggests that the garage repairs the damage free of charge, but advises them that, should they fail to do so, you will engage another mechanic to repair the vehicle and will pass on this cost to them. Furthermore, you warn that failure to pay this debt will lead you to initiate court proceedings against them.
Complaint about substandard vehicle servicing (Guidance Notes)
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This is a letter from a customer to a garage regarding substandard vehicle servicing. Use this letter where the original faults reappear following completion of the work and you subsequently get another garage to fix them. This letter will request suitable compensation from the original garage.
Demand a refund from a car dealer for a faulty vehicle (Guidance Notes)
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Use this document to demand a refund from a dealer for a vehicle that has developed a serious fault within 30 days of purchasing and taking delivery. You should include with the letter a report from an independent organisation, confirming that the vehicle has been examined and found unfit or unsafe to drive. Under the Consumer Rights Act 2015, you are entitled to a full refund of the purchase price from the dealer, and this letter will threaten court proceedings if no refund is received.
Demand compensation from a careless driver (Guidance Notes)
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Use this letter to demand compensation from a careless driver to cover the cost of the excess of your insurance or for any uninsured losses. If this letter is unsuccessful, you should proceed in the small claims court. Please note that if the other driver did not have insurance, you will have a claim against the Motor Insurer's Bureau and should contact them.
Disagreement about a motor vehicle servicing or repair charge (Guidance Notes)
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If a garage bills you for servicing or repairing a vehicle and that bill is much higher than the verbal estimate you were given and you did not agree to pay a specific amount or to a specific calculation of the charge, use this letter to complain to the garage that the amount charged is unreasonable. You should accompany the letter with lower quotes for the same work from at least 3 other garages, together with a cheque for what you decide is reasonable for the work they have completed on your vehicle.
Letter to a car dealer requesting repair of a faulty vehicle (Guidance Notes)
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Use this letter if you have been sold a faulty vehicle by a dealer. It sets out details of the faults and asks the dealer to repair the vehicle free of charge, referring to your rights under the Consumer Rights Act 2015.
Refuse a car dealer's denial of liability (Guidance Notes)
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Use this letter where you have been sold a faulty vehicle by a dealer and been told by them that you need to complain to the manufacturer. You will need an independent report from an examiner detailing the faults with your vehicle. The letter assumes that you have already written to the dealer; if you haven't, you can use our 'Letter to car dealer requesting repair of a faulty vehicle' first.

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