How to Complain About a Car Dealer

Problems with a dealer can be frustrating, especially when you need your car for work or family life. The good news is that dealer complaints are easier to escalate than private-sale disputes. This guide shows you how to complain effectively, what evidence to collect, and when to escalate to the finance company, ADR, Trading Standards or court.

Common reasons people complain about car dealers

Typical issues include:

• The car develops a serious fault soon after purchase
• The vehicle was misdescribed (mileage, service history, spec, accident/write-off status)
• The dealer refuses a refund or repair
• Warranty promises not honoured
• Delays, poor communication, or aggressive tactics

Your rights under the Consumer Rights Act (in brief)

When you buy from a dealer (a business), you typically have stronger rights than in a private sale. The law expects the car to be:

• Of satisfactory quality (taking age, mileage and price into account)
• Fit for purpose (including any specific purpose you told the dealer about)
• As described

Exact remedies depend on timing and the facts, but the important point is: if the car is not as it should be, you have a legal framework to rely on.

Step 1: Contact the dealer directly

Before escalating, contact the dealer and explain:

• What the problem is
• When it happened
• What you want them to do (repair, refund, replacement, contribution)

Keep it calm and factual. Ask for their response in writing.

Step 2: Put your complaint in writing

A written complaint is harder to ignore and easier to prove. Email is fine, but also consider sending a letter.

What to include in a formal complaint

Include:

• Your details and the dealer’s details
• Vehicle details (registration, VIN if available, make/model)
• Purchase date and price
• A clear description of the issue
• What was promised (advert description, invoice, warranty terms)
• Your evidence (photos, report, screenshots)
• Your requested outcome and a deadline for response

Reasonable timeframes for responses

Dealers vary, but it is reasonable to:

• Ask for an acknowledgement quickly (within a couple of working days)
• Give a clear deadline for a full response (often 7–14 days)

If the car is unsafe, say so and avoid driving it.

Step 3: Contact the finance company (if applicable)

If you used:

• Hire purchase (HP)
• Personal contract purchase (PCP)
• A dealer-arranged loan

Then the finance provider may have obligations and can have leverage over the dealer. In many cases, raising the dispute with the finance company can speed up resolution because they are invested in the outcome.

If you paid by credit card, see our guide on Section 75 and chargeback as another escalation route.

Step 4: Escalate to alternative dispute resolution (ADR)

If the dealer is not cooperating, ADR can be a practical next step.

The Motor Ombudsman

Some dealers are accredited to The Motor Ombudsman. If your dealer is in their network, you may be able to raise a case through that scheme.

Other ADR schemes

Some dealers belong to other ADR providers. Ask the dealer:

• Which ADR scheme they are a member of
• How to start a complaint

Keep expectations realistic: ADR can be slower than you want, but it can also avoid court.

When to contact Trading Standards

Trading Standards typically focuses on patterns of unfair or illegal business practices. You often contact them via the Citizens Advice consumer service. Consider this route if:

• The dealer is repeatedly misleading buyers
• You suspect fraud (clocking, false descriptions, unsafe vehicles)
• The dealer is refusing to engage at all

When to use small claims court

Small claims can be appropriate when:

• You have clear evidence and a reasonable, quantifiable claim
• You have followed a fair complaints process (including a letter before action)
• ADR is unavailable or has failed

Court is a last resort for many people because it takes time. But sometimes it is the only way to force action when a business will not cooperate.

Evidence to gather before complaining

Good evidence includes:

• The advert listing and screenshots
• Invoice/receipt and any warranty documents
• Any inspection report or mechanic diagnosis
• Photos/videos of faults (especially intermittent issues)
• MOT history and mileage records
• Your written communications and the dealer’s responses

Tips for successful complaints

• Be specific: “The advert stated X; evidence shows Y.”
• Keep emotion out of the written complaint and stick to facts and timelines.
• Ask one clear outcome with an alternative (for example: “repair within 14 days, or refund”).
• Keep a single folder with all documents in date order.

Template: what to say in a complaint (quick structure)

• “I bought [vehicle] on [date] for [£price].”
• “The advert/invoice stated [key points].”
• “On [date], the following issue occurred: [issue].”
• “Attached is evidence: [list].”
• “I am requesting [repair/refund] by [deadline].”
• “If I do not hear from you, I will escalate the matter to [finance provider/ADR/Trading Standards] and consider court action.”

Do I need to complain in writing?

You do not have to, but it is strongly recommended. Written complaints create a clear record of what was said, when you raised the issue, and how the dealer responded.

What if the dealer keeps asking me to “bring it back” with no plan?

Ask them to confirm in writing what they will do, when they will do it, and whether you will be provided with a courtesy car. If the car is unsafe, make that clear.

Should I get an independent mechanic report?

Often yes. A report can turn a “your word vs theirs” argument into a factual dispute with evidence, especially for intermittent faults.

Can I complain to the finance company even if the dealer sold me the car?

If the car was bought on a finance agreement, the finance company is part of the purchase chain and can be a powerful route to resolution. It is worth raising issues early.

Is ADR always better than court?

Not always. ADR can be useful and less adversarial, but it can also be slow. If the evidence is clear and the dealer refuses to engage, small claims may be the more direct route.