Understanding Your Rights When a Garage Won’t Fix Your Car Properly
When a garage doesn’t fix your car properly, it’s important to understand your rights as a consumer in the UK. The law offers clear protections to ensure that repairs are carried out to a satisfactory standard, and you don’t have to accept poor workmanship or incomplete jobs.
Your Rights Under UK Law
The main law covering car repairs is the Consumer Rights Act 2015. This Act requires that any service you pay for – including work done by garages and mechanics – must be carried out:
With reasonable care and skill
Within a reasonable time
For a reasonable price (if not agreed beforehand)
If a garage returns your car with faults still present, new problems caused by the repair, or if the work is incomplete, this is considered unsatisfactory. You are entitled to expect the repair to solve the agreed problem, using the correct parts and following professional standards. If the repair is faulty or the issue reappears soon after, you have the right to ask the garage to put things right.
What Counts as a Faulty or Unsatisfactory Repair?
A repair is faulty or unsatisfactory if:
The original problem wasn’t fixed
New issues have appeared because of the repair
Parts used are substandard or not as agreed
The work was not completed as promised
For example, if you paid for a brake repair but the brakes still don’t work correctly, or if the garage damaged another part of your car while working, you can challenge the quality of the service.
Why Acting Quickly Matters
It’s important to act as soon as you notice something is wrong after a repair. Delays can make it harder to prove the problem was caused by the garage, and you may lose some legal options if too much time passes. Always let the garage know about the issue straight away and give them a chance to fix it.
Legal Protections for Garage Customers
The Consumer Rights Act 2015 gives you several remedies if a garage hasn’t repaired your car properly:
The right to ask for the work to be redone at no extra cost
The right to a price reduction if the problem can’t be fixed
In some cases, the right to claim compensation for additional losses
These rights apply whether you paid by cash, card, finance, or even if the repair was covered under warranty. Garages and mechanics must follow these rules, and you are protected even if you didn’t sign a written contract.
To understand the wider context of your situation, you can read more about garage car repair disputes. For a deeper dive into your specific legal rights and next steps, see our guide to legal considerations for car repairs.
Keep Records of Everything
Always keep copies of all paperwork related to the repair – this includes estimates, invoices, receipts, and any written communication with the garage. If you discuss issues over the phone or in person, make notes of dates, times, and what was said. These records can be crucial if you need to make a formal complaint or take further action.
By knowing your rights and keeping detailed records, you put yourself in a strong position to resolve issues quickly and fairly if a garage doesn’t fix your car properly.
Identifying Faulty or Incomplete Repairs
When your car comes back from the garage, it’s important to check that all repairs have been completed to a satisfactory standard. Spotting faulty or incomplete repairs early can help you resolve issues quickly and protect your rights under UK consumer law.
Signs Your Car Repair Hasn’t Been Done Properly
There are several warning signs that a garage may not have fixed your car correctly:
Recurring or Unresolved Faults: If the original problem persists, or the same issue returns soon after the repair, this could indicate that the work was not carried out properly.
New Problems Appear: Sometimes, new issues develop immediately after a repair, which could mean something was done incorrectly or parts were not fitted properly.
Poor Workmanship: Look for obvious signs such as loose or missing parts, poor paint finish, or untidy wiring. Unusual noises, vibrations, or dashboard warning lights after the repair are also red flags.
Incomplete Repairs: Double-check that all items listed in the garage’s estimate or invoice have been addressed. For example, if you paid for new brake pads, make sure they have actually been fitted.
Checking the Repair Against the Estimate or Invoice
Always compare the work done to what was agreed before the repair started. The garage should have provided an estimate or a written quote outlining the repairs and parts to be used. Review your invoice carefully and ask for clarification if anything seems unclear or missing. Under the Consumer Rights Act 2015, any service provided by a garage must be carried out with reasonable care and skill, and the work must match what was agreed.
Getting a Second Opinion
If you’re not sure whether the repair was done properly, it’s a good idea to seek a second opinion from another qualified mechanic or garage. They can provide an independent assessment and may be able to give you a written report, which can be helpful if you need to raise a complaint or seek further action.
Suspecting Damage Caused by the Garage
In some cases, you might suspect that the garage or mechanic has actually caused new damage to your car during the repair process. This could include scratches, dents, or mechanical issues that weren’t present before. If you believe the garage or mechanic damaged your car, you have additional rights and options to pursue compensation or further repairs.
What to Do Next
If you find any of these issues, gather evidence such as photos, invoices, and written reports. Document your concerns clearly before contacting the garage to discuss the problem. If you’re unsure about your next steps, exploring your rights further can help you understand how to resolve the situation effectively.
Steps to Take If Your Garage Hasn’t Fixed Your Car Properly
If you discover that a garage hasn’t fixed your car properly, it’s important to act quickly and follow the right steps to protect your rights. Here’s what you should do:
1. Raise the Issue with the Garage
Start by contacting the garage as soon as you notice the problem. Be polite but clear about what’s gone wrong. Explain in detail what was supposed to be repaired, what you’ve noticed since collecting your car, and why you believe the repair is unsatisfactory. Often, garages will want to resolve issues amicably to maintain their reputation.
2. Give the Garage a Chance to Fix the Problem
Under the Consumer Rights Act 2015, any service – including car repairs – must be carried out with reasonable care and skill. If the repair hasn’t been done properly, the garage should be given the opportunity to fix the issue at no extra cost. Let them know you’d like the problem resolved and agree on a reasonable timeframe for the work to be completed.
3. Provide Clear Information
When making your complaint, have all relevant information ready. This can include:
The original invoice or receipt for the repair
A detailed description of the issue and what was agreed
Any written estimates, job sheets, or correspondence
Photos or videos showing the faulty repair or ongoing problem
Providing clear evidence helps the garage understand your concerns and speeds up the process.
4. Keep Records of Communication
Always keep a record of your interactions with the garage. This includes emails, letters, and notes from phone calls or in-person conversations. If you speak in person or over the phone, follow up with an email summarising what was discussed. These records could be crucial if the dispute escalates.
5. Request a Refund, Further Repair, or Replacement Parts
If the garage can’t or won’t fix the problem within a reasonable time, you may be entitled to ask for a partial or full refund, or for replacement parts if applicable. Your rights depend on the circumstances:
If the repair left your car in a worse condition or caused new faults, you could claim for the cost of putting things right.
If you’re also having issues with the bill or believe you’ve been overcharged, see our guidance on car repair invoice disputes.
6. Be Aware of Time Limits
It’s best to act quickly. Under consumer law, you should complain as soon as possible after discovering the problem. Generally, you have up to six years to make a claim in England, Wales, and Northern Ireland (five years in Scotland) for breach of contract, but the sooner you raise the issue, the easier it is to resolve.
By following these steps, you give the garage a fair chance to put things right and protect your position if you need to take the matter further. If the garage refuses to cooperate, you may need to consider formal dispute resolution or legal action.
Using Dispute Resolution Services and Escalating Complaints
When a garage fails to fix your car properly and informal discussions don’t resolve the issue, there are several ways to escalate your complaint without immediately resorting to court action. Understanding your options can help you achieve a fair outcome while saving time and expense.
Alternative Dispute Resolution (ADR) Options
Alternative Dispute Resolution (ADR) refers to ways of settling disputes without going to court. Two common forms are mediation and arbitration:
Mediation involves an independent third party who helps you and the garage reach a mutually acceptable solution. It is usually quicker and less formal than court.
Arbitration is more formal. An independent arbitrator reviews the evidence and makes a decision, which can be binding.
Many garages belong to industry bodies that offer ADR schemes. Check if the garage is a member and ask for details of any available scheme. Using ADR can often resolve disputes more efficiently, reduce stress, and avoid legal costs.
Using Trading Standards
If you have tried to resolve the issue directly with the garage and are still not satisfied, you can escalate your complaint to Trading Standards. Trading Standards can investigate whether the garage has breached consumer protection laws, such as the Consumer Rights Act 2015, which states that repairs must be carried out with reasonable care and skill. While Trading Standards cannot resolve individual disputes or force a garage to pay compensation, their involvement can encourage the business to address your complaint and may prevent future issues for other customers.
Industry Ombudsman and Consumer Advice Services
Some sectors have an ombudsman who can independently review complaints. For car repairs, check if the garage is part of a trade association with an ombudsman scheme. An ombudsman can investigate your case and may suggest a fair outcome, such as a refund or further repairs.
You can also seek guidance from consumer advice services, which can explain your rights, help you draft complaint letters, and advise on next steps.
How and When to Escalate Your Complaint
If direct negotiation and informal complaints don’t work, follow these steps to escalate:
Write a formal complaint to the garage, outlining the issue, what you want done, and referencing your rights under the Consumer Rights Act 2015.
Request details of any ADR or ombudsman scheme the garage belongs to and consider using it.
Contact Trading Standards if you suspect the garage has broken the law or is acting unfairly.
Keep records of all communications, receipts, and any evidence of faulty work.
If these steps do not resolve the issue, you may need to consider making a claim in the small claims court as a last resort.
Benefits of ADR
Using ADR can often resolve disputes faster and at lower cost than going to court. It is usually less confrontational and may preserve a better relationship with the garage. Many ADR schemes are free or low-cost for consumers.
For more information on your rights and further steps you can take, see our guide to garage car repair disputes. This provides additional advice on resolving issues and understanding your legal options.
When to Consider Making a Legal Claim
If a garage repeatedly fails to fix your car properly, refuses to put things right, or declines to offer a refund, you may need to consider making a legal claim. Legal action is usually a last resort, but it can be appropriate if all other attempts to resolve the issue have failed.
When Might Legal Action Be Appropriate?
You might think about taking your case to court if:
The garage has carried out faulty repairs more than once and refuses to fix them.
You have asked for a refund or further repairs, but the garage will not cooperate.
The faulty repair has led to additional damage or costs.
Communication has broken down and complaints procedures have not worked.
Before starting legal action, it’s important to try all other options first, such as raising a formal complaint and considering alternative dispute resolution. If you haven’t already, you may want to review the legal considerations for car repair claims for a step-by-step guide on your rights and the complaints process.
Preparing for a Small Claims Court Case
Most disputes over car repairs can be handled through the small claims court if the amount you’re claiming is up to £10,000 in England and Wales (limits are different in Scotland and Northern Ireland). Here’s how to prepare:
Gather Evidence: Collect all relevant paperwork, such as invoices, receipts, written quotes, and correspondence with the garage. Take photos of the faulty repairs and get an independent mechanic’s report if possible.
Keep a Timeline: Make a record of all events, including dates of repairs, complaints made, and responses received.
Show Loss or Damage: Be prepared to explain how the poor repair has affected you, including any extra costs or losses you have suffered.
What Evidence Do You Need?
The court will expect you to present clear, organised evidence. This might include:
Written agreements or contracts with the garage.
Proof of payment.
Letters, emails, or texts showing your attempts to resolve the issue.
Expert reports or assessments of the repair quality.
Photos or videos of the car before and after the repair.
Possible Outcomes of a Legal Claim
If your claim is successful, the court may order the garage to:
Refund some or all of your money.
Pay for further repairs to fix the problem.
Compensate you for additional losses caused by the faulty repair.
Remember, the court cannot force the garage to apologise or change its business practices, but it can award financial compensation.
Costs and Time Involved
Taking legal action can take several months and involves court fees. The fees depend on the amount you’re claiming, but you may be able to recover these costs if you win your case. However, if you lose, you usually won’t have to pay the garage’s legal costs in the small claims court, but you will lose your court fees.
Getting Advice and Support
Before starting legal proceedings, it’s wise to seek advice. Consumer organisations can help you understand your rights and prepare your case. If your situation involves a car bought on finance, you might also want to explore your options for car finance compensation. If the faulty repair has led to further damage or loss, consider making a claim under vehicle insurance.
Legal action can be daunting, but knowing your rights and gathering strong evidence can help you achieve a fair outcome. For more detailed guidance, see our page on legal considerations for car repair claims.
Additional Consumer Rights and Related Issues
When a garage fails to repair your car properly, your consumer rights are protected under several UK laws, including the Consumer Rights Act 2015. These laws apply not only to the quality of the service but also to any parts or accessories supplied as part of the repair. Understanding your rights can help you address a range of related issues – such as faulty parts, misleading information, or unfair charges – that might arise alongside poor workmanship.
Consumer Protection Laws and Faulty Car Parts
If a garage supplies and fits parts during a repair, those parts must be of satisfactory quality, fit for purpose, and as described. This means that if a new part fails soon after installation, or doesn’t work as promised, you have the right to expect it to be replaced or repaired at no extra cost. These protections are part of your broader consumer rights for faulty goods, which apply whether you bought the goods directly or they were supplied as part of a service.
For example, if a garage fits a new clutch that starts slipping after a few days, you can ask them to fix the problem or replace the faulty part. If they refuse or fail to resolve the issue within a reasonable time, you may be entitled to a refund or a price reduction.
Misleading Information and Unfair Charges
You are also protected against misleading information and unfair commercial practices. If a garage gives you inaccurate advice about what repairs are needed, exaggerates faults, or charges for work they haven’t done, this could be a breach of the Consumer Protection from Unfair Trading Regulations 2008. In such cases, you have the right to challenge the charges and seek redress.
Unfair charges might include hidden fees, unexpected costs added to your bill, or being charged for parts that weren’t actually supplied. If you find yourself in a dispute about your bill, it’s important to know your rights – especially if the dispute is connected to the quality of the repair. You can find practical guidance on handling car repair invoice disputes, which often overlap with issues of faulty repairs.
Taking Further Steps
If you believe your rights have been breached, start by raising your concerns directly with the garage and giving them a chance to put things right. Keep records of all communication, invoices, and any evidence of the problem. If the garage does not resolve the issue, you may want to escalate your complaint to a trade association, seek help from a consumer advice service, or consider legal action.
For more information about your rights regarding faulty goods, including car parts, see our detailed guide on consumer rights for faulty goods. If your issue involves charges or billing, our page on car repair invoice disputes can help you understand your options.
By knowing your rights and the steps you can take, you’ll be better equipped to resolve issues with garages and ensure you aren’t left out of pocket for poor service or faulty parts.
