Introduction to Trading Standards and Car Complaints
Introduction to Trading Standards and Car Complaints
Trading Standards is a local authority service dedicated to protecting consumers from unfair, unsafe, or dishonest trading practices. When it comes to cars, Trading Standards plays a crucial role in ensuring that buyers and owners are treated fairly – whether you’re purchasing a new or used vehicle, or having your car repaired.
What Does Trading Standards Do for Car Buyers and Owners?
Trading Standards enforces consumer protection laws, such as the Consumer Rights Act 2015, which gives you clear rights when buying a car from a dealer. They investigate complaints about car dealers, garages, and repair shops that may be misleading customers, selling unsafe vehicles, or failing to provide services to the expected standard.
Some of the most common car-related issues Trading Standards can help with include:
Faulty cars: If you’ve bought a car that turns out to be defective, misdescribed, or unroadworthy, Trading Standards can advise on your rights and may investigate if there’s evidence of illegal conduct.
Unsatisfactory repairs: If a garage has carried out poor-quality repairs or overcharged you, Trading Standards can help you understand your options and, in some cases, intervene.
Misleading adverts or sales tactics: If a dealer has misrepresented a car’s history, mileage, or condition, Trading Standards can take action to stop these practices.
Clocking and cloned vehicles: They also tackle more serious issues like odometer fraud (clocking) and the sale of stolen or cloned cars.
Why Knowing Your Rights Matters
Understanding your consumer rights is essential when buying or repairing a car. For example, if you buy a car from a dealer and it develops a fault within the first 30 days, you may have the right to a full refund. After that, you could be entitled to a repair or replacement. If a repair is not carried out with reasonable care and skill, you may be able to claim compensation or insist the work is put right.
Knowing these rights empowers you to take action if something goes wrong and helps you communicate effectively with traders. If you need to escalate a complaint, Trading Standards can guide you through the process and may take enforcement action against businesses that break the law.
For a broader look at your options – including other ways to resolve disputes, such as court action – see our page on cars legal action and dispute resolution. Understanding the role of Trading Standards is a key first step in protecting yourself and getting fair treatment when problems arise with your car.
When to Contact Trading Standards About a Car Complaint
When to Contact Trading Standards About a Car Complaint
Trading Standards can help if you believe a car dealer or garage has broken consumer protection laws when selling or repairing a vehicle. Their main role is to enforce laws that protect consumers from unfair trading and unsafe products. Understanding when to involve Trading Standards can save you time and help you get the right support for your situation.
Situations Where Trading Standards Can Assist
You should consider contacting Trading Standards if you think a business has breached key consumer laws, such as the Consumer Rights Act 2015 or the Consumer Protection from Unfair Trading Regulations 2008. Some common examples include:
Misleading Advertising: If a car dealer advertises a vehicle as having certain features, a specific history, or low mileage, but you later discover this information is false or misleading, Trading Standards can investigate. This includes cases where a car is described as “one owner” or “full service history” when that is not true.
Selling Unsafe or Unroadworthy Cars: It is illegal for a dealer to sell a car that is not roadworthy or does not meet safety standards. If you buy a car that is dangerous to drive or has serious faults that should have been fixed before sale, Trading Standards may get involved, especially if the dealer has ignored safety regulations.
Clocking or Tampering with Mileage: Rolling back the odometer to show a lower mileage is a criminal offence. If you suspect a car’s mileage has been tampered with, Trading Standards can investigate this fraud.
Failure to Disclose Important Information: Dealers must not hide or fail to reveal significant information about a car, such as previous accident damage, outstanding finance, or that it was previously written off.
Aggressive or Unfair Sales Practices: If you have been pressured into buying a car or agreeing to repairs through aggressive tactics, false claims, or other unfair practices, this could breach consumer protection laws.
Unsatisfactory or Dangerous Repairs: If a garage performs repairs that are substandard, unsafe, or not as described, and refuses to put things right, Trading Standards can look into whether the garage is breaching its legal obligations.
Types of Complaints Suitable for Trading Standards
Trading Standards focuses on issues that affect the wider public and involve breaches of the law, rather than settling individual disputes between buyers and sellers. Suitable complaints include:
Fraudulent or dishonest behaviour by dealers or garages
Repeated problems with a particular business affecting several consumers
Systemic issues, like a garage consistently carrying out poor repairs or a dealer regularly selling unroadworthy cars
Criminal offences, such as selling stolen vehicles or falsifying documents
What Trading Standards Does Not Handle
It’s important to know that Trading Standards does not resolve individual contract disputes, such as disagreements over a refund or compensation for a specific vehicle. These are considered civil matters and are usually dealt with through negotiation, alternative dispute resolution, or the courts. Trading Standards acts on breaches of consumer protection law that may affect many people or indicate a pattern of illegal behaviour.
Practical Advice
Before contacting Trading Standards, gather all relevant evidence, such as sales receipts, adverts, correspondence, and photographs of the vehicle or its faults. This will help them assess your complaint. If your issue is with a private seller, Trading Standards is unlikely to be able to help, as most consumer protection laws apply to businesses, not private individuals.
If you are unsure whether your complaint is suitable for Trading Standards, consider whether it involves illegal or unfair trading practices rather than simply a disagreement over your contract. If in doubt, you can seek advice to clarify your rights and the best course of action.
How to Make a Complaint to Trading Standards
How to Make a Complaint to Trading Standards
If you have a problem with a car you’ve bought or had repaired, you may want to involve Trading Standards to help resolve the issue. Trading Standards services are run by local authorities in the UK and are responsible for enforcing consumer protection laws, such as the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008. Here’s a clear guide on how to make a complaint to Trading Standards about a car purchase or repair.
Step-by-Step Guide to Filing a Complaint
Try to Resolve the Issue with the Seller or Garage First
Before contacting Trading Standards, it’s important to give the business a chance to put things right. Clearly explain the problem, what outcome you want, and keep a record of all communications.Gather Your Evidence
Collect all relevant documents and information. This may include:The sales contract or receipt
Any warranty or guarantee documents
Correspondence with the seller or garage (emails, letters, texts)
Details of the fault or issue (photos, repair reports, inspection results)
A timeline of what happened and when
Prepare the Information for Your Complaint
When you make your complaint, be ready to provide:
Your full name and contact details
The name and address of the business
A clear description of the car (make, model, registration number)
A detailed explanation of the problem, including dates and what you have already done to try to resolve it
Copies of any evidence you have gathered
Submit Your Complaint
You can contact Trading Standards through your local authority. Many councils offer online forms or email addresses specifically for consumer complaints. Alternatively, you can phone your local Trading Standards office to ask about the best way to submit your complaint. Make sure you keep copies of everything you send.
What Happens After You Make a Complaint?
Once you’ve submitted your complaint, Trading Standards will assess the information you’ve provided. Here’s what you can expect:
Initial Assessment: Trading Standards will decide whether your complaint falls within their remit and if there is enough evidence to investigate.
Investigation: If they take up your case, they may contact you for more information or to clarify details. They might also contact the business involved and request documents or explanations.
Possible Outcomes:
Trading Standards may offer advice on your rights and how to pursue your claim.
They might take enforcement action against the business if they find evidence of illegal trading practices, such as misrepresentation or selling an unroadworthy vehicle.
In some cases, they may not be able to intervene directly in your individual dispute but can use the information to monitor business practices and prevent future problems for other consumers.
Practical Advice
Be Clear and Concise: When describing your problem, stick to the facts and avoid emotional language.
Act Quickly: There are sometimes time limits for making complaints or taking legal action, so don’t delay.
Know Your Rights: Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund if the car is faulty or not as described.
Trading Standards cannot usually force a business to give you a refund or compensation, but their involvement can put pressure on traders to resolve issues and may lead to formal enforcement if laws have been broken. If your complaint is not resolved, you may need to consider further action, such as using alternative dispute resolution or pursuing a claim in the small claims court.
What Trading Standards Can Do to Help
What Trading Standards Can Do to Help
Trading Standards services play a crucial role in protecting consumers who have problems with buying or repairing a car. Their main responsibility is to ensure that businesses, such as car dealers and garages, follow consumer protection laws like the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008.
Investigation and Enforcement Powers
If you report a problem with a car purchase or repair, Trading Standards can investigate whether the business has broken the law. They have the authority to:
Gather evidence by inspecting vehicles, reviewing paperwork, and interviewing witnesses
Visit business premises to check for compliance with consumer laws
Work with other enforcement agencies, such as the police, where necessary
Trading Standards focus on issues such as misrepresentation (for example, if a dealer falsely advertises a car as accident-free), selling unroadworthy vehicles, or failing to meet agreed repair standards.
Possible Actions Trading Standards Might Take
Depending on what their investigation uncovers, Trading Standards can take several types of action against car dealers or garages:
Issue warnings to businesses to improve their practices
Impose fines for breaches of consumer law
Take legal action, which can include prosecution in court or applying for court orders to stop unfair trading
Name and shame repeat offenders to warn other consumers
These actions are designed to stop illegal or unfair practices and prevent other consumers from being affected.
Limitations of Trading Standards
It’s important to understand what Trading Standards cannot do. They do not have the power to:
Order a business to give you a refund or compensation
Directly resolve individual disputes between you and the dealer or garage
Their main role is to enforce the law and protect the wider public. If you want to claim a refund, repair, or replacement for your car, you may need to take further action yourself, such as using alternative dispute resolution, making a claim in the small claims court, or seeking advice on car finance compensation if your issue involves car finance.
Practical Advice
If you have a problem with a car dealer or garage, it’s a good idea to:
Gather all relevant evidence, such as contracts, receipts, and correspondence
Report the issue to Trading Standards, providing as much detail as possible
Consider your next steps if Trading Standards cannot resolve your individual complaint, such as exploring compensation routes or legal action
Understanding the role and limits of Trading Standards can help you set realistic expectations and make informed decisions about how to resolve your car complaint.
If Trading Standards Cannot Resolve Your Car Complaint
If Trading Standards Cannot Resolve Your Car Complaint
If Trading Standards are unable to resolve your car complaint, or if their investigation does not lead to a satisfactory outcome, you still have further options to pursue your case. While Trading Standards can offer advice, investigate businesses, and sometimes take enforcement action, they do not usually resolve individual disputes or force a business to compensate you directly. If your issue remains unresolved, you may need to consider taking legal action against the car dealer or garage.
Taking Legal Action Against a Car Dealer
If you believe your consumer rights have been breached – such as being sold a faulty car, or not receiving the service you paid for – you can take the matter to court. This is often considered when all other avenues, including complaints to the dealer and assistance from Trading Standards, have failed.
Legal action may involve making a claim for a refund, repair, replacement, or compensation. You can find step-by-step guidance on how to sue a car dealer in the UK, including what evidence you’ll need, the process for making a claim, and what to expect in terms of costs and outcomes.
Using the Small Claims Court
For many car complaints – such as disputes over faulty vehicles, poor repairs, or misrepresentation – the small claims court can be a suitable and cost-effective way to seek compensation. The small claims court is designed for straightforward cases involving relatively low sums (up to £10,000 in England and Wales). It allows consumers to present their case without needing a solicitor, making it accessible for most people.
You can learn more about the process, including how to prepare your case and what to expect at a hearing, by reading our guide on small claims court car dispute in the UK.
When Is Legal Action Appropriate?
Legal action is usually a last resort, taken when:
You have evidence that your consumer rights have been breached under laws such as the Consumer Rights Act 2015, which covers the sale of goods and services.
You have tried to resolve the issue directly with the dealer and through Trading Standards, but have not reached a satisfactory outcome.
The value of your claim makes it worthwhile to pursue court action.
Before starting legal proceedings, it’s important to gather all relevant documents – such as receipts, contracts, correspondence, and reports from independent mechanics. This evidence will support your claim and increase your chances of success.
Next Steps
If Trading Standards cannot resolve your complaint, consider whether legal action is right for your situation. Review your evidence, check the value of your claim, and explore your options for court action. For more detailed advice on these next steps, see our guides on how to sue a car dealer in the UK and small claims court car dispute in the UK. Taking these steps can help you achieve a fair outcome and enforce your consumer rights.
Understanding Your Consumer Rights When Buying or Repairing a Car
Understanding Your Consumer Rights When Buying or Repairing a Car
When you buy or repair a car in the UK, you are protected by several important consumer rights designed to ensure you are treated fairly. Whether you have purchased a new or used car from a dealer, or arranged for repairs, it’s essential to understand what the law says about your rights and what steps you can take if something goes wrong.
Your Basic Rights When Buying a Car
Under the Consumer Rights Act 2015, any car you buy from a trader (such as a dealership) must be:
Of satisfactory quality – it should be free from faults, safe to drive, and meet the standards that a reasonable person would expect given its age and mileage.
Fit for purpose – the car should be suitable for any specific use you made clear to the seller before purchase.
As described – the car must match any description given by the seller, including adverts or verbal statements.
If you buy a used car and discover a problem soon after, you may have the right to a repair, replacement, or even a refund, depending on the circumstances and how quickly you report the issue. To learn more about your consumer rights under UK law, including what to do if a used car turns out to be faulty, visit Citizens Advice for clear, practical guidance.
Rights When Arranging Car Repairs
When you pay for car repairs, you are protected by the Supply of Goods and Services Act 1982 (for contracts before October 2015) or the Consumer Rights Act 2015 (for contracts from October 2015 onwards). This means the garage or mechanic must:
Carry out repairs with reasonable care and skill.
Complete the work within a reasonable time.
Charge a reasonable price if no cost was agreed beforehand.
If repairs are unsatisfactory, incomplete, or cause further problems, you have the right to ask for the work to be redone or for a partial refund. For a detailed overview of your refund rights in the UK, including how to request a refund for faulty repairs or purchases, see our dedicated guide.
Checking Your Refund Rights
It’s important to act quickly if you discover a fault. If you report a problem within the first 30 days of purchase, you may be entitled to a full refund. After 30 days but within six months, you usually have the right to a repair or replacement – and if that doesn’t fix the problem, you could still get a partial refund.
When dealing with repairs, always keep records of what was agreed, any communications with the garage, and receipts for work done. These can be crucial if you need to escalate your complaint or seek help from Trading Standards.
Before Driving Another Person’s Vehicle
If your complaint involves driving a car that isn’t yours – perhaps after a repair or as part of a dispute – it’s vital to know what you must check before driving another’s vehicle in the UK. This includes ensuring you are properly insured, have the owner’s permission, and that the vehicle is roadworthy and taxed. Failing to check these could lead to legal issues, fines, or points on your licence.
Understanding your rights is the first step to resolving car-related problems confidently. If you need more information about making a complaint or what to do if your issue isn’t resolved, explore the rest of this page or follow the links above for detailed advice.
Additional Resources and Related Topics
Additional Resources and Related Topics
Understanding your rights when buying or repairing a car is just one part of protecting yourself as a consumer. If you are dealing with a car complaint, you may also benefit from exploring related topics that cover broader aspects of consumer and legal protection.
For example, if your issue with a car has resulted from an accident or has led to further complications, you might want to learn more about making a claim if you’re in an accident. This resource offers step-by-step guidance on how to pursue a claim, what evidence you’ll need, and what to expect during the process. It can be especially useful if your dispute with a dealer or repairer involves damage caused by an accident, or if you’re unsure about your rights to compensation.
Consumer rights don’t stop at car purchases or repairs. If your situation involves issues at work – perhaps relating to using your vehicle for employment, or if you’re concerned about how your employer is handling your complaint – you may want to understand more about your employee rights. This overview explains your legal protections in the workplace, covering topics like fair treatment, health and safety, and what to do if your rights are not respected.
By exploring these additional resources, you can gain a clearer picture of your legal position, whether your concern is strictly about your car or touches on wider issues. Remember, the law provides a range of protections for consumers and employees alike, so it’s important to know where you stand and what steps you can take if things go wrong. If you still have questions after reviewing these topics, consider seeking further advice to ensure your rights are upheld.
