Get a refund for a botched car repair
If a car garage has carried out a repair poorly, or charged you for work that wasn't necessary or effective, you have rights. UK consumer law protects you when services are not performed to an acceptable standard. You can demand a fix or your money back.
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Under the UK Consumer Rights Act 2015, services, including car repairs, must be carried out with reasonable care and skill. If the service is faulty, incomplete, or not as agreed, you are entitled to a repeat performance at no extra cost. If this isn't possible or isn't done within a reasonable time, you can claim a price reduction, which could be up to 100% of the cost, effectively a full refund.
Step by step
- 1Document everything. Gather invoices, repair reports, photos or videos of the faulty work, and any communication with the garage. Get an independent assessment if possible, but be aware of the cost.
- 2Contact the garage in writing. Clearly explain the problem, refer to the Consumer Rights Act 2015, and state whether you want a repeat repair or a refund. Give them a reasonable timeframe to respond.
- 3If the garage doesn't resolve it, escalate your complaint. Many garages are members of an Alternative Dispute Resolution (ADR) scheme, such as The Motor Ombudsman. This is a free, independent service that can help resolve disputes.
- 4As a last resort, consider the Small Claims Court. This is for disputes under £10,000 in England and Wales, and you can often represent yourself. Ensure you have all your evidence ready.
What they'll say, and your comeback
“We completed the work you asked for. Any new issues are unrelated.”
Comeback, The original repair was not performed with reasonable care and skill, leading directly to these problems, or failing to fix the original issue as promised.
“You approved the repair, so we are not liable.”
Comeback, I approved a repair that I expected to be carried out competently and effectively, as required by the Consumer Rights Act 2015.
“We don't offer refunds for services, only re-repairs.”
Comeback, Under the Consumer Rights Act 2015, if a repeat performance is not possible or not done within a reasonable time, I am entitled to a price reduction, which can be up to a full refund.
FAQ
What if the garage is part of a larger chain?
You should still follow the same steps, starting with the specific garage. If they don't resolve it, you can then escalate to their head office before involving ADR or other bodies.
How long do I have to complain about a botched repair?
You typically have six years from the date of the faulty service to make a claim for breach of contract in England and Wales. However, it's always best to act as soon as you discover the problem.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
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- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.