It can be difficult to know how to go about making a complaint. So we’ve put together these templates you can use to help you stand up for your rights. Use these as a guide to complain if your car develops a defect.
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[Date]
[Make, model and registration number of car]
On [date] I bought the above vehicle from [name dealer]. It has developed [describe defect].
I have taken it back to [name dealer and number of times].
The fault about which I originally complained is still present but I am now told that you, as the manufacturers, are not prepared to do any further work under warranty.
There may be some confusion between you and the dealer on this point but now I have brought the problem to your attention I look forward to a prompt and effective repair under my warranty.
Yours sincerely
[Name]
Cars are no different from any other product you buy. Under the Consumer Guarantees Act manufacturers' warranties are binding. If you are given a warranty then it must be honoured. If you have a fault fixed and it recurs outside the warranty period then it must be fixed, or else you can have it repaired by someone else and claim the cost from the original manufacturer
[Date]
[Make, model and registration number of car]
On [date] I bought the above vehicle from you.
On [date] it developed a fault.
[Describe problems]
I understand I am entitled to expect the things I buy are of acceptable quality. I am sure you will agree that in view of the above problems the vehicle was not of a reasonable standard.
I am prepared to accept a repair of the vehicle at no cost to me. If repairs can be completed quickly and effectively I will consider the matter settled.
Please telephone me to arrange for the repair to be carried out. I consider seven days to be a fair time to have the vehicle back in full working order.
Yours sincerely
[Name]
The Consumer Guarantees Act says you can ask a trader to repair faulty goods. The problem can be big or small. However, the fault mustn't have been caused by the misuse of the product. The repair must be carried out in a reasonable time at no charge to you. If it is not, then you can claim your money back or have the work done elsewhere and charge the original retailer.
[Date]
[Make, model, registration number of car]
On [date] I bought the above vehicle from you. On [date] it developed serious defects [describe].
The warranty has expired but I believe I am still entitled to a free repair because the existence of such a serious defect in a car which has only done [number] kilometres indicates it was not of acceptable quality when I bought it. This opinion has been confirmed by [independent expert such as Automobile Association or reputable motor mechanic].
Ordinary wear and tear could not account for the problem so soon in the life of the vehicle. I am a careful and conscientious owner, as the general condition of the car shows. I have not done anything to the car to cause this defect.
Please let me know as quickly as possible what arrangements you propose for rectifying the problem.
Yours sincerely
[Name]
Guarantees given by the Consumer Guarantees Act are in addition to any manufacturer's warranty. If a major fault develops - such as a gearbox requiring repairs when a car is relatively new - then you can claim under the Act. Of course, the older the car and the greater the distance it has travelled, the less likely you are to make a successful claim. You must be reasonable in your expectations.
The Consumer Advice Line is available to all our members for support on any consumer-related issue. Our expert advisers can explain your rights and help you resolve problems with a retailer. Become a member now from just $12 and let us help you get a resolution.
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