Talk to us first
Most problems are quickest to sort out by talking. Please get in touch with:
- your name and the car's registration;
- what's wrong and when it started;
- any photos, receipts or garage reports that help explain it;
- what you'd like us to do.
Call 01922 308765 or email Sales@AssuredVehicleGroup.com. Please talk to us before having any repair done, so we can help and so it doesn't affect your rights or your warranty.
What happens next
We'll acknowledge your complaint, look into it properly, and tell you what we can do and why. If we need to inspect the car, we'll arrange that with you. If we can't agree, we'll give you our final answer in writing.
Your legal rights
When you buy a used car from a dealer, the Consumer Rights Act 2015 says it must be of satisfactory quality (taking its age and mileage into account), fit for purpose and as described. If it isn't:
- Within 30 days of taking ownership, you can reject it and get a full refund.
- Within 6 months, you're entitled to a repair or replacement first; if that doesn't fix the problem, you can reject the car or ask for a price reduction. A deduction may be made for the use you've had.
- After 6 months, you may need to show the fault was there when you took the car.
Buying without visiting: if you buy at a distance (for example by phone or online, with delivery) you also have 14 days from receiving the car to cancel under the Consumer Contracts Regulations 2013.
These rights are in addition to any warranty and are not affected by it.
Warranty and finance
- Warranty claims follow the terms of your warranty. We'll help you with the claim.
- Finance: if your complaint is about a finance agreement, contact the finance provider named on your agreement. If they can't resolve it, you may be able to take it to the Financial Ombudsman Service.
Independent help
For free, impartial advice on your consumer rights, contact the Citizens Advice consumer helpline on 0808 223 1133 or visit citizensadvice.org.uk.