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Garage Did a Bad Repair
Car repairs must be done with reasonable care and skill. If the work is poor, you can ask the garage to redo it at no cost within a reasonable time; if that fails, you may be entitled to a price reduction, possibly a full refund. Faulty parts can be rejected for a full refund within 30 days. If the garage is accredited to The Motor Ombudsman, you can go there after 8 weeks or a final answer.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Quality of Work
Care and Skill
Repairs and servicing must be done with reasonable care and skill, to the standard expected in the vehicle repair industry. Anything the garage says about the service or itself can become part of the contract. source
Poor Work
If the work is poor, you can ask for it to be redone at no cost within a reasonable time. If that fails, you may be entitled to a price reduction, possibly a full refund. source
Parts
Parts fitted by the garage must be of satisfactory quality and match their description. For a faulty part, you can reject it for a full refund within 30 days, or ask for a repair or replacement instead. source
Faults Within 6 Months
If a fault with a part shows up within six months, the garage usually has to prove it was not there when the part was supplied. After six months, you may need to prove it. source
Warranties
A warranty is on top of your legal rights, not a replacement for them. source
Paying
Paying to Get Your Car Back
If you need to settle the bill to get your car back, pay it and mark every invoice 'paid under protest' to show you intend to take it further. The Motor Ombudsman page does not say whether you can refuse to pay or whether a garage can keep your car, so get advice first. source
Paying Under Protest
Do not pay under protest without getting advice first from Citizens Advice, or Advice Direct Scotland. It can be needed to recover a vehicle the garage is holding until you pay, but get advice first. source
Section 75
If a card payment was over £100 and up to £30,000, Section 75 of the Consumer Credit Act 1974 may apply. Debit card or lower-value payments may be covered by chargeback. source
Complaining
The Motor Ombudsman
You can complain to The Motor Ombudsman only if the garage is signed up to its Service and Repair and/or Vehicle Sales Codes. Check with its Business Finder. Complain to the garage first and give it up to eight weeks to give a final answer. source
What It Reviews
The Motor Ombudsman reviews evidence from both sides against its Codes of Practice and the Consumer Rights Act 2015. If you accept its final decision, it is legally binding on both sides and you may lose the right to take the complaint elsewhere. It does not cover car finance, car insurance or hire car complaints. source
Damage by a Garage
If a garage damages your car or property, it is often one person's word against another's, so records matter. Inspect the car with a garage representative at drop-off, check any inspection sheet is accurate before you sign it, and check the car again at collection before you drive it off. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysReject a faulty part fitted by the garageWithin 30 days for a full refund
- 6 monthsFaults with parts presumed to be there when suppliedIf found within 6 months
- 8 weeksGarage's final answer on a complaintUp to 8 weeks, before going to The Motor Ombudsman
Steps to Take
Step 1 of 5
Write down what is wrong, when it started, and get the itemised invoice for the work.
Step 2 of 5
Ask the garage in writing to redo the work at no cost within a reasonable time. Our free letter templates can write it for you.
Step 3 of 5
If it fails or refuses, ask for a price reduction or refund in writing.
Step 4 of 5
If you must pay to get your car back, get advice first, then mark the invoice ‘paid under protest’.
Step 5 of 5
If the garage is accredited to The Motor Ombudsman, go there after its final answer or 8 weeks.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Garage's Complaints Process
Always start here, in writing.
The Motor Ombudsman
If the garage is accredited, after its final response or 8 weeks.
Your Card Provider
If you paid by card: Section 75 over £100, chargeback for other card payments.
Citizens Advice or Advice Direct Scotland
Before paying under protest, or if you are not sure of your rights.
Good to Know
Small things that make your complaint stronger.
Check the car with a garage representative when you drop it off and collect it, and keep any inspection sheet.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- anglesey.gov.wales/en/residents/trading-standards-guidance/consumer-advice/problems-with-motor-vehicles/337174 Checked 12 October 2026
- themotorombudsman.org/knowledge-base/garage-has-charged-more-than-was-agreed Checked 12 October 2026
- themotorombudsman.org/consumers/make-a-complaint Checked 12 October 2026
- themotorombudsman.org/knowledge-base/the-garage-has-damaged-my-car-or-property-what-can-i-do Checked 12 October 2026