A problem with a car dealership can leave consumers unsure where to begin. The issue may relate to the condition of the vehicle, the way it was described before sale, the standard of repair work, or the way concerns were handled afterwards.
How do I file a complaint against a car dealership?
The best starting point to file a complaint with a car dealership is with the business itself, and putting any complaints in writing is essential.
This means, from the outset, there is a fully documented record highlighting the exact dates you first had an issue/raised a complaint, whilst written correspondence and any associated paperwork can also be used as evidence later on down the line should this be needed by The Motor Ombudsman, for example. This could include photographs, quotes, invoices, receipts, warranty documentation, and independent expert reports.
Face-to-face verbal conversations, and discussions without call recordings, are much more difficult to prove that they have taken place if this forms part of a dispute. However, if you have already spoken to someone by phone or in person, it is always worth following up in writing with the dealership so there is a record of what was said.
When raising a complaint with a car dealership, ask for their complaints process and the contact details of the relevant department and/or person, and keep it simple at this stage. Explain clearly what has happened (i.e. what went wrong from your perspective) and set out what you would like the business to do to resolve your complaint.
This might be a free-of-charge repair or a refund, for example. It is important to have a realistic view of a preferred resolution, which you would think would be fair according to what has happened.
However it is also just as important to bear in mind that you may also not receive what you are looking for, should the business not agree. In addition, include the vehicle details, as well as the date of purchase or repair.
How long does a car dealership have to respond to a complaint?
A business officially has up to eight weeks to provide a final written response to a dispute, but of course this may be a lot sooner, and it can be useful to follow up with the business before this date to check the progress of the complaint being reviewed.
What does the law say if you have a complaint with a dealership about a car?
If the complaint is about the condition of the car, it is also worth bearing in mind the basic legal position. Under the Consumer Rights Act 2015, goods supplied by a trader must be of satisfactory quality, fit for purpose and as described. In the case of a used car, what is considered satisfactory may depend on its age, mileage and price.
What evidence do you need to make a complaint?
The evidence that you will need to supply will depend on the nature of your complaint, and keeping a record of written documentation can help show what was agreed and what happened afterwards. That might include the advert, order form, invoice, finance or warranty paperwork, emails, text messages, photographs, a diagnostic report, or a written second opinion from another garage or an independent technical report.
If the complaint relates to poor repair work, it can also help to keep any estimate for putting the problem right. Notes, photographs, expert reports and a record of communication can all be useful where a complaint about a car dealer needs to be taken further.
How to officially make a complaint about a car dealership – step by step guide
First, put any key electronic or physical documents in date order, including if any documents are scanned or photographed, and add the date and what the document is to the file name (this could be a PDF or a Word document, for example).
If sending any documents by post to the dealership, it is best to keep the originals, and send copies via recorded delivery to have proof of postage and a receipt of delivery.
Next, write to the dealership (by letter or e-mail etc) and explain the issue clearly. Attach any supporting documentation with the letter or e-mail. An example template letter can be seen below:
How to write a complaint letter to a car dealership (letter template)
A complaint letter to car dealership staff does not need legal wording. It is usually more effective when it is calm, factual and easy to follow. A simple template can help with that by making sure the key details are covered.
We’ve created a template below for a letter, which you can also download and use. Simply replace the placeholder text with the details of your complaint before sending it to the car dealership.
Dear [Dealership name/contact name],
Re: Formal complaint about [make, model and registration]
I am writing to make a formal complaint about the above vehicle, which I purchased / had repaired on [date].
My complaint is that [briefly explain the issue].
At the time of sale/repair, I understood that [insert relevant detail if applicable].
Since then, the following has happened: [set out the facts in date order].
I have attached copies of the documents I rely on, including [advert/invoice/report/photographs/correspondence].
To resolve this matter, I am asking that you [state the outcome you want].
Please provide your written response within 14 days.
Yours sincerely,
[Your name]
Links to download the letter
Although a car dealership has to respond to your complaint within eight weeks, ask the dealership for a written response within 14 days, which is generally accepted as a reasonable timeframe for a formal complaint. If it does not reply, follow up and keep a copy of that correspondence as well.
If the issue still is not resolved within this period, keep the correspondence and check what route is open to you next. Depending on how you paid for the car, your finance provider or credit card company may need to be contacted as part of the wider complaint process.
How The Motor Ombudsman can help with car dealership complaints
If a complaint about an accredited dealership remains unresolved, a business must signpost a consumer by law to a certified provider of Alternative Dispute Resolution (ADR) – an independent and impartial body, such as The Motor Ombudsman, for help concluding the dispute at no cost, and to avoid it ending up in court. You can find out which dealerships are accredited to The Motor Ombudsman on our Business Finder.
The Motor Ombudsman’s ADR process can help resolve disputes between consumers and car dealerships. The time it takes will depend on factors such as how complex your complaint is, and how much evidence needs to be reviewed, for example.
Contact details for car dealership complaints by manufacturer
Some consumers may look for the vehicle manufacturer’s contact details in the first instance to log their complaint about one of their dealerships. However, it is important that any correspondence about a dispute is solely with the dealership that sold you the car or repaired it.
This is because the manufacturer is a different legal entity to the dealership i.e. your contract is with the dealership.
This means that if you complain to the manufacturer but not the dealership, an ADR body or court of law, for example, may not be able to take on your complaint because you have not complained to the right party.
Want to know more about alternative dispute resolution? Read our guides on if car reservation fees are refundable, disputing a car repair bill, what to do if a car dealership has overcharged you, and our ultimate guide to Alternative Dispute Resolution.