Faulty Car Complaint to Dealer (Consumer Rights Act 2015)
Formal letter to a car dealer asserting that a used or new vehicle is not of satisfactory quality under the Consumer Rights Act 2015 and requiring repair, replacement, or refund.
When to use this template
Use this letter when a car purchased from a trader (not a private seller) develops a fault that existed at the time of purchase. Under section 9 of the Consumer Rights Act 2015, goods must be of satisfactory quality. Within the first 30 days you can reject the car for a full refund. Between 30 days and 6 months you are entitled to a repair or replacement; if that fails you can claim a price reduction or final right to reject. After 6 months the burden of proof shifts to you.
When NOT to use this template
This template does not apply to private sales — your rights against private sellers are more limited. It does not apply to faults that were drawn to your attention before purchase or that you caused yourself. If the car was purchased on finance, you may also have rights against the finance company under Section 75 CCA 1974 — take additional advice.
Legal Basis
Consumer Rights Act 2015, s.9 (satisfactory quality), s.10 (fitness for purpose), s.20 (short-term right to reject, 30 days), s.23 (right to repair or replacement), s.24 (right to price reduction or final right to reject). Within the first 6 months of purchase there is a statutory presumption that any fault present at point of sale existed at the time of delivery (s.19(14) CRA 2015).
Common Mistakes to Avoid
- ✗Using the car excessively after discovering the fault, which can reduce any refund by a usage deduction under s.24(10) CRA 2015
- ✗Allowing the dealer to repair the car without reserving your right to reject if the repair is inadequate
- ✗Not getting the fault independently inspected before writing — an independent engineer's report strengthens your claim
- ✗Missing the 30-day window for a full refund by waiting to see if the problem resolves itself
- ✗Claiming against a private seller using this template — different rules apply
Build Your Letter
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Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL ADDRESS] [DATE OF LETTER] [DEALER / GARAGE NAME] [DEALER'S ADDRESS] Vehicle Registration: [VEHICLE REGISTRATION NUMBER] Invoice / Sales Reference: [INVOICE OR SALES REFERENCE NUMBER] --- Dear Sir or Madam, **FORMAL COMPLAINT — FAULTY VEHICLE — CONSUMER RIGHTS ACT 2015** I write to make a formal complaint regarding a vehicle purchased from you, details of which are set out below. **Vehicle Details** Make and model: [VEHICLE MAKE AND MODEL] Registration: [VEHICLE REGISTRATION NUMBER] Date of purchase: [DATE OF PURCHASE] Purchase price: £[PURCHASE PRICE (£)] Mileage at purchase: [MILEAGE AT TIME OF PURCHASE] **The Fault** [DESCRIPTION OF THE FAULT] I first noticed this fault on [DATE YOU FIRST NOTICED THE FAULT]. The current mileage is [CURRENT MILEAGE]. **Legal Position** Section 9 of the Consumer Rights Act 2015 requires that goods sold by a trader to a consumer be of satisfactory quality. The fault described above indicates that the vehicle did not meet this standard at the time of purchase. Pursuant to section 19(14) of the 2015 Act, a fault manifesting within the first six months is presumed to have existed at the point of delivery unless the trader can demonstrate otherwise. **My Remedy** [Choose one:] I am within the 30-day short-term right to reject under section 20 of the Consumer Rights Act 2015. I hereby formally reject the vehicle and require a full refund of £[PURCHASE PRICE (£)] within 14 days. [OR:] I request a repair of the vehicle under section 23 of the Consumer Rights Act 2015. Please confirm your repair plan and a realistic timescale within 14 days. I reserve my right to a price reduction or final right to reject if the repair is unsuccessful or takes an unreasonable time. Please respond in writing within 14 days of this letter. If you fail to respond or refuse my request without lawful justification, I will pursue my claim in the county court and/or through the Motor Ombudsman. Yours faithfully, [YOUR FULL NAME]
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.