Car warranty complaints can involve different types of cover, so it is important to understand which warranty applies before challenging a rejected claim.
A manufacturer’s warranty usually comes with the vehicle and may cover repairs when a fault is linked to a defect in how the vehicle or component was made.
An extended warranty is usually a separate product that may be taken out by the vehicle owner, often at an additional cost, and normally covers specified mechanical or electrical failures according to the terms of the agreement.
A rejected claim can leave motorists unsure about what to do next, especially if the reason given by the business is unclear. At The Motor Ombudsman, we provide information to help consumers understand the process. This includes checking the warranty wording, establishing why the claim was declined and gathering documents that may support the complaint.
Common reasons a car warranty claim is rejected
A warranty claim may be rejected because the part or repair falls outside the terms of the agreement. This could include wear and tear, damage linked to misuse, a fault that arose after the time or mileage limit, or a component that is specifically excluded.
Car servicing can also affect a decision. A claim may be declined if the vehicle has not been serviced in accordance with the manufacturer’s guidelines and the issue is caused by insufficient or incorrect servicing.
However, where a manufacturer warranty applies, the manufacturer cannot withdraw the whole warranty simply because the vehicle has not been serviced on time.
Some claims are declined because repairs were carried out before authorisation was obtained from the warranty provider or manufacturer. There may also be disagreement about whether a fault was caused by a manufacturing defect, an excluded issue, wear and tear or another factor.
What to check when your car warranty claim is rejected
Start by asking for the reason for the rejection in writing. Then review the warranty booklet, policy schedule or product literature, paying close attention to the claims procedure, exclusions, servicing requirements, time limit and mileage limit.
For a manufacturer warranty, the dealership or authorised repairer may need to inspect the vehicle and submit a warranty claim to the manufacturer.
For a problem with an extended car warranty, the first contact may be the seller of the warranty or the warranty company, depending on who is responsible for the issue. If the complaint remains unresolved, you can contact the warranty provider and follow its complaints process.
Your rights when dealing with car warranty complaints
A warranty is additional to your existing legal rights. If a vehicle was bought from a retailer, the Consumer Rights Act 2015 may also be relevant. The vehicle should be of satisfactory quality, fit for purpose and as described at the point of sale.
A rejected warranty claim does not necessarily prevent you from raising a separate complaint with the seller. Whether this applies will depend on the nature of the fault, when it appeared and the available evidence.
How to dispute a rejected car warranty claim step by step
- Identify the correct business to contact. This may be the manufacturer, warranty provider or seller, depending on the agreement and the reason for the complaint.
- Raise the complaint in writing. Explain the fault, when it began, the reason given for rejecting the claim and the outcome you are seeking.
- Gather supporting evidence. Useful documents may include the warranty terms, service history, invoices, diagnostic findings, repair records, photographs and correspondence with the business.
- Consider whether an independent technical report is needed. This can be useful where there is disagreement about whether the failure resulted from a manufacturing defect, wear and tear or servicing.
- Allow the business time to respond. Keep copies of all correspondence and note any conversations.
Using Alternative Dispute Resolution for car warranty claims
If you have raised the complaint with the relevant business and the matter remains unresolved, Alternative Dispute Resolution (ADR) may provide a way to take it further without going straight to court. The Motor Ombudsman can consider eligible disputes involving manufacturer warranties and extended warranties where the business is accredited to one or more of our Codes of Practice.
You should give the business an opportunity to investigate the complaint and respond. If you are unhappy with its final response, or eight weeks have passed since you raised the complaint and the matter remains unresolved, you can raise a dispute with us.
Our ADR service is free to consumers. We review the information and evidence provided by both sides and assess the complaint against the relevant Codes of Practice and consumer law.
Key takeaways on car warranty complaints and rejected claims
When a car warranty claim is rejected, start by checking the reason given by the business against the terms of the agreement. The type of warranty, the part affected, the vehicle’s service history and whether the correct claims process was followed may all be relevant.
Ask for the decision in writing and keep a record of any correspondence with the business. Gather the documents connected to the claim, including servicing records, invoices and any technical reports. This can help the business investigate the complaint and support your case if the issue needs to be taken further.
Where the matter remains unresolved, The Motor Ombudsman may be able to consider the dispute if it falls within our remit and the business is accredited.
You can view a list of Motor Ombudsman-accredited extended warranty providers here, alongside a list of Motor Ombudsman-accredited vehicle manufacturers here.
