Vehicle finance discretionary commission complaints
The Financial Conduct Authority says some customers may have been charged too much on their vehicle finance before 2021.
Get support with commission complaintsWhat to do when there’s something wrong with your vehicle
If your vehicle’s faulty, or you feel that you’ve been misled by the dealer, we’re here to help.
Knowing your rights
If you’ve purchased a vehicle in the UK, the Consumer Rights Act protects you and gives you the right to request that the dealer put things right.
You should speak to the dealer if you feel:
- Issues with the vehicle weren’t shared when you bought it
- You were mis-sold the vehicle, for example the description of the vehicle was inaccurate
- The vehicle isn’t good enough to drive ('it’s not fit for purpose') or in general ('it’s not of satisfactory quality'), and the dealer didn’t make you aware of this when you bought it
Tips for talking to the dealer
Always raise problems with the dealer first so they can help you.
The dealer should try to come to an agreement with you about how to repair the vehicle, or if needed, return it. If you need further support, contact us.
When raising an issue to the dealer:
Raise issues as soon as you identify them. Speak directly to the dealer, but always follow up what you discussed and agreed in writing with the dealer (in an email or letter)
Try to stay focused on facts and solutions. Keep a record of who you speak to, and copies of your exchanges; save copies of emails, letters, before sale vehicle checks, and any online adverts
Write down the dates you speak with the dealer
If you continue to use the vehicle, record the mileage of the vehicle at the point you first raise an issue with the dealer
If you feel the vehicle is unsafe or if you’d like to return the vehicle don't continue to drive. Ask the dealer if they can provide a courtesy car.
Timeline when making a complaint
When you raise a complaint, you have legal rights based on how long you’ve been using the vehicle.
How long have you had the vehicle?
Less than 30 days
Under the Consumer Rights Act, you can reject the vehicle and claim a full refund from the dealer if you can prove it was mis-sold, isn’t good enough to drive or has an existing mechanical fault.
You need to make a complaint if you can prove the vehicle isn’t ‘fit for purpose’, of ‘satisfactory quality’ or you believe it has been mis-sold by the dealer.
If there is a fault and you agree for the dealer to carry out a repair, you should agree a date for the fault to be resolved by. You shouldn’t have to pay for any of the repairs and they shouldn’t cause you too much disruption or difficulty.
More than 30 days but less than 6 months
When you complain, the dealer you bought the car from must prove the fault didn’t exist at the point of sale.
If there is a fault and you agree for the dealer to carry out a repair, you should agree a date for the fault to be resolved by. You shouldn’t have to pay for any of the repairs and they shouldn’t cause you too much disruption or difficulty.
You have the right to ask for a refund if:
- The repair was unsuccessful
- The dealer fails to resolve the issue within a pre-agreed time, or
- The repair causes you serious difficulties which aren’t solved by the dealer
The dealer can deduct ‘fair use’ from the refund for any usage after the first 30 days. This is called the final right to reject.
More than 6 months
You must prove the problem with the vehicle existed at the point of sale, and that it’s beyond expected wear and tear of serviceable parts. Read our good evidence tips to help with this.
You should be realistic with your complaint if you’ve used the vehicle for a reasonable amount of time since you bought it, it has a high mileage, or is older.
Still need help?
If you’ve spoken with the dealer and need further support, contact our specialist team at Close Brothers Motor Finance.