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Support & Advice

We are sorry that you have experienced issues with a dealer advertising on AA Cars.

We know that choosing a car is an important decision so all the vehicles listed on the site are from dealers with strong reputations to help increase transparency, honesty and trust in your purchase.

All AA Cars dealers adhere to the AA Dealer Promise Code of Practice which ensures that your vehicle comes with:
  • A detailed history check via Experian
  • A minimum of 6 months MOT on every vehicle
  • All available V5 and service records
In addition the dealer will:
  • Allow you to test drive any vehicle upon request
  • Allow an Independent inspection if requested
  • Provide every vehicle in a good condition
  • Honour their obligations under The Consumer Rights Act 2015 to protect your purchase
  • Work closely with AA Cars giving you peace of mind that there is someone to turn to should an issue arise
All vehicles purchased via AA Cars come with 12 months complimentary AA basic breakdown cover or upgrade.

The unique mediation proposal offered by Dealer Promise means AA Cars will act as a broker between you and the dealer if issues need to be escalated and resolved. The key objective of the service is to create a line of recourse for you if a problem develops with your recently purchased vehicle. In these scenarios, AA Cars aims to mediate the best and fairest solution for both parties.

Before you contact us, know your legal rights

You may find the following link useful as it details your Consumer Rights following the purchase of a vehicle:

http://www.theaa.com/car-buying/legal-rights

As outlined by Citizens Advice, for a guide on your legal rights when buying a used car, click on the following link for further information:

https://www.citizensadvice.org.uk/consumer/buying-or-repairing-a-car/problems-with-a-used-car/

Alternatively, you can also contact the Citizens Advice consumer helpline on 0808 223 1133 for further assistance.

Take a look at our Q&A

  • I bought a car from a dealer but within the first 30 days there is a problem - what can I do?

    Under the Consumer Rights Act 2015, when a fault develops in a recently purchased vehicle, you must stop using the vehicle immediately and make the dealer aware of this in order to give them the opportunity to diagnose the fault.

  • I asked the dealer to refund me because of a fault with my vehicle but they said I wasn't entitled to one because it's wear and tear - what are my rights?

    Dealers are not usually required to provide a refund or rectify any component that fails due to fair wear and tear. However, the vehicle will still need to conform to any description given to it and should be judged in accordance with the standard and performance that is reasonable to expect in a similar vehicle of that age, mileage and model.

    For example, an old vehicle with a high mileage will not be expected to be as good as a newer vehicle with a low mileage, but it should still be fit for use on the road, in a condition which reflects its age and price.

  • I recently bought a car but don’t think it’s right for me so have changed my mind - can I return the vehicle to the dealer and get my money back?

    You cannot reject your car simply because you have changed your mind if you visited the dealership before purchase - you can only reject it if a fault occurs. However, if you bought the vehicle without visiting the dealership, or at a distance, you have 14 days from the date of delivery to return the vehicle for a full refund - it is your responsibility to return the vehicle and not the dealers.

  • My vehicle has a fault which has been diagnosed - what are my options?

    Within the first 30 days of purchasing the vehicle, you have the option to reject the vehicle and obtain a full refund on your purchase. Alternatively, you can give the dealer one opportunity to repair the vehicle - failure to repair the vehicle will entitle you to a refund.

    If a fault comes to light after 30 days but before 6 months have passed then you are entitled to a repair, replacement or refund. It is assumed in law that the fault was present at the time of purchase unless the seller can prove otherwise. During this period, unless you have agreed otherwise, the seller (dealer) has only one opportunity to repair (or replace) the faulty vehicle after which, if they fail to repair it, you are entitled to a refund.

    In the event of a refund following a failed attempt at repair during the first six months the seller is permitted to make a 'reasonable' adjustment to the amount refunded to take account of the use that you have had of the vehicle since you bought it.

  • I reported the fault to the dealer but have not heard back - what do I do now?

    Under no circumstances should you ever take the vehicle to a garage of your choice to have any work completed on it without prior authorisation from the dealer.

    If you have contacted the dealer and haven’t heard back within a reasonable time, then we would recommend you contact the dealer again, both verbally and in writing. You would need to advise them that if they do not repair the vehicle within a reasonable time, then you may have no other choice other than to take it to another garage and the dealer may be liable for the cost of the repairs.

  • The dealer is too far away from me to return it to them to have any repair work completed - Can I take it to my local garage to complete the repair work?

    Under no circumstances should you ever take the vehicle to a garage of your choice to have any work completed on it without prior authorisation from the dealer.

    As stated in the Consumer Rights Act 2015, the dealer should always be given the first opportunity to repair the vehicle and would not be liable for any costs you have incurred by taking the vehicle to an alternative garage without the dealers’ prior knowledge and consent.

  • My own garage has diagnosed a fault, however when the vehicle was returned to the dealer, they inspected the car and could not find a fault - What happens now?

    In the event that you find yourself in a position whereby you have noticed a fault with a vehicle and have given the dealer an opportunity to inspect the vehicle but they can not identify any faults, you would need to arrange for an independent inspection to be carried out on the vehicle.

    An independent inspection should be completed on the vehicle by a third party not linked to either the dealer or customer - An AA inspection, for example, would be deemed as an independent inspection.

    We would recommend that both parties agree on the independent garage/service that will be carrying out the inspection prior to anything being confirmed.

    The cost incurred for carrying out an independent inspection would need to be agreed between yourself and the dealer, however it may be likely that you would need to pay for the inspection initially and if a fault is found, then recompense for the inspection should be sought from the dealer.

  • The vehicle can not be driven back to the dealer because of the fault - how can I get the car back?

    Under the Consumer Rights Act 2015, within 30 days of purchasing the vehicle, if there is a fault and the car cannot be driven to the dealer, it is the responsibility of the dealer to recover the vehicle at no cost to the customer.

  • Something seemed wrong with my car so I took it to a local garage who looked at it and repaired the fault. I have tried to send the dealer the bill for repair works but they are refusing to pay - Should they pay the bill?

    Under no circumstances should you ever take the vehicle to a garage of your choice to have any work completed on it without prior authorisation from the dealer.

    As stated in the Consumer Rights Act 2015, the dealer should always be given the first opportunity to repair the vehicle and would not be liable for any costs you have incurred by taking the vehicle to an alternative garage without the dealers’ prior knowledge and consent.

    In this instance, the dealer was not given the first opportunity to diagnose the fault in order to repair it, therefore the dealer is not liable to pay the bill.

Still need help?

AA Cars mediation

CTSI logo

AA Cars is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

How do I make a complaint?

If you are unhappy with the service received from a Dealer advertising with AA Cars, or a purchase you have made from them, you must contact them in the first instance to give them the chance to resolve the matter for you.

You should detail your concerns and let them know what you’re looking for them to do, to resolve your complaint.

What if I’m still unhappy?

If you have followed the dealers complaints process and are still unhappy, or you have not received a response from them within a reasonable time, AA Cars can provide an impartial Alternative Dispute Resolution (ADR) service to you free of charge. We can assist with a dispute that could arise between you and an AA Cars dealership. To use our ADR service you are not obliged to obtain independent advice or be represented or assisted by a third party, although you may choose to do so.

The ADR procedures we operate are conducted by both oral and written means.

The key objective of the service is to create a line of recourse for you in line with the Consumer Rights Act 2015, whilst remaining totally impartial and fair.

Within 12 months of receiving a response from the AA Cars dealer, you will need to ensure you contact us. In the event that you haven't received a response from the dealer, you will need to contact us within 12 months of raising your concerns with the business.

To contact us, you will need to complete the complaint form, easily located on our website. You will need to provide full details of your complaint, including confirmation of what you are expecting from the dealer to resolve your issue. Once you have logged your complaint, we will contact you to request copies of all of the information and supporting evidence that you would like us to consider.

To use our mediation service, you do not need legal representation, however you are able to obtain legal advice, or be represented by a third party if you wish.

In order for mediation to be successful we will share details and any supporting evidence with either party.

For further information and details on how to submit your complaint by post, please see our Scheme Rules.

What happens next?

Within 14 working days of receiving your complaint, we will:

  • Send you our privacy notice if your complaint has been received by post
  • Assess the information you have provided
  • Ensure that the dealer is an AA Cars dealership and is accredited to the AA Dealer Promise Code
  • Contact you if we are unable to provide our ADR service, confirming the reasons why
  • Contact you to confirm we are able to provide our ADR service, giving you the opportunity to discuss all elements of the sale, including issues with the vehicle, elements of customer service and any other concerns you may have.

Both parties will be given reasonable time to supply AA cars with documentation, evidence and express their points of view to the dispute and reflect on the outcome proposed by AA cars mediation before agreeing to the outcome.

Once we have gathered all of the information and evidence from both parties, we will determine the right course of action in line with the Consumer Rights Act 2015. This will then be communicated to both parties via continued mediation in order to progress the matter to resolution.

If the dealer has failed to honour their obligations under our Dealer promise code, we will recommend the correct course of action, in order to resolve your complaint.

In the event the dealer does not comply with the correct course of action, we will carry out a review to determine the future relationship they have with AA Cars. As our reviews and all findings are confidential and commercial decisions are private, we are unable to disclose the outcome.

In some instances, we may be unable to reach a satisfactory conclusion via mediation. If this is the case, we will confirm this in writing and advice on your best next steps to resolve the dispute.

You can decide whether you agree with our outcome. You should be aware that our outcome could differ to any decision made by a court.

How long does the mediation process take?

We will keep you updated throughout the duration of the mediation process and both parties will consistently be given the opportunity to express their points of view regarding the dispute at any time.

Once we begin mediation, we aim to reach a conclusion within 90 days or before if possible, unless there are exceptional circumstances. In these instances, we will let you know when you can expect to hear from us.

If you wish to withdraw your complaint, then please let us know. It is your right to withdraw from the ADR process at any stage.

Can you help me?

We can only consider complaints against dealers that are accredited to the AA Dealer Promise Code.

All AA Cars Dealerships are located within the UK, however if you are not a UK resident we can still help you.

We are unable to provide you with mediation if:

  • You have not already attempted to resolve your issue following the dealers complaint process
  • The dispute is currently being considered by a Legal entity
  • Your complaint is solely regarding Personal injury, and not related to the purchase of a vehicle
  • Your complaint is regarding any criminal activity not related to the purchase of a vehicle
  • The AA does not have an active relationship with the dealer
  • It has been more than 12 months since you received the final response from the Dealer, or more than 12 months since you raised the complaint with the dealer and did not receive a response.

What authority do you have with an AA Cars Dealer?

We do not make legal decisions and the outcome of ADR is not legally binding, therefore we are unable to determine your legal rights.

If the dealer has failed to honour their obligations under our Dealer Promise Code, we will recommend the correct course of action, in order to resolve your complaint.

In the event the dealer does not comply, we will carry out a review to determine the future relationship they have with AA Cars. As our reviews and all findings are confidential and commercial decisions are private, we are unable to disclose the outcome.

Are you Impartial?

All of our ADR officials are employed on a permanent basis by The AA, to ensure our ADR service is completely impartial.

We have one Complaints Manager, one Complaints Supervisor and four Case Handlers.

Our ADR service has been approved by the relevant competent authority, CTSI, to ensure impartiality and compliance which includes an annual audit.

Let us know how we can help you.

Please provide as much information as possible, this will enable us to assist you more efficiently and help to identify a swift resolution.

Your details

Vehicle details

Dealership details

Additional Information

Please note, we do not require any sensitive personal data (for example, data related to your health) to carry out mediation, therefore please don't include within the additional information that you provide.

*Required field
In order for mediation to be successful, we will share your details including any information and evidence you provide to us in relation to your complaint with the dealer.

Your personal information Our privacy notice explains how and why we use your personal information – including what details we hold, who we might share it with, and your choices and rights. It also includes information about any checks and decisions we may make.

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