THE GOLDEN RULES

1. It didn’t happen if it’s not in writing

IT’S important to document everything in writing when ordering your car (see Page 35), and it’s also vital to log all complaints carefully, from start to finish.

If there is an issue with your car, follow up a chat with the dealer with a letter or E-mail detailing the problem, as well as the resolution and timescale that have been agreed. Hopefully you won’t need to make use of this backup, but you may be glad you put things in writing should things not go smoothly.

2. Be civil above all else

PROBLEMATIC new cars can be frustrating, but dealers are human; keeping them on-side during complaints is an advantage. Keep discussions neutral and objective, sticking to the facts and remembering it’s not the dealer you’re rejecting, but an inanimate object. Avoid emotive language, personal attacks and imperatives such as “you must”. And turn the Caps Lock off when using your computer, BECAUSE READING A LETTER IN CAPS IMMEDIATELY PUTS PEOPLE’S BACKS UP.

3. Rejection is hard to take

IT’S understandable that you should want your car to be perfect, and the majority of issues can be fixed under warranty without too much difficulty.

While such faults may take the shine off a new-car purchase, don’t fall into the trap of thinking any problems should be dealt with by rejection. Rejecting a car is a time-consuming, complex process, and one that should only be turned to as a last resort. Far better to agree with the dealer what the problem is and how it can be fixed, as well as discussing some form of goodwill gesture (a free service is a common one to ask for) to make up for the hassle and disappointment.

4. But if you do have to reject…

REJECTION usually occurs when a car has at least one fault that the dealer has been unable to put right over a period of time. Set out the issues in writing, and explain that you are returning the car in the expectation of a full or partial refund. Assuming that you bought the car using finance, you will need to involve the finance provider in discussions, too.

Broadly speaking there are three time periods for rejection: within the first 30 days of purchase; after 30 days but before six months; and after six months. Rejecting a car within the first 30 days should see your money refunded in full, but after this period the dealer will be able to make a deduction based on the car’s use. How large this deduction is can often be a matter of some debate.

5. Get some help

IF relations with the dealership fail for whatever reason, an outside agency will be able to provide assistance. Most franchised dealers are signed up to The Motor Ombudsman, who can help settle disputes – although be aware that the Ombudsman typically has long lead times, so this is unlikely to be a quick option.

You could also contact your local Trading Standards if you feel that the dealer has breached the Consumer Rights Act, while an engineer’s inspection from an organisation such as Dekra can also be useful – although you will have to commission this yourself. The courts provide final recourse as a last resort – but this is a costly route that shouldn’t be taken lightly.