Servicing and repairs

Servicing your car will ensure it is in a good roadworthy condition and safe for you and your passengers. Unfortunately, servicing and repairs are key areas in which disputes can arise between the car owner and the garage.

When using a garage for servicing or repairs, unless otherwise specified, you are entitled under the Supply of Goods & Services Act 1982 to have the work carried out:

• In a reasonable time
• At a reasonable cost
• With reasonable care and skill

In addition to these consumer rights, the Trade Descriptions Act 1968 makes it an offence for a trader or motor engineer in the provision of services to:

• make a statement which he knows to be false
• recklessly make a statement which is false

To avoid a dispute and ensure that you receive a satisfactory, good value service you should:

• Compare garages beforehand
• Ask around to find a reputable garage
• When you take your car, discuss the problem/work required
• Enquire into the likely costs of the repair or service
• Ask about guarantees on labour and parts
• Obtain a written quotation or;
• Obtain a written estimate and agree an authorised sum of money for the work
• Agree a date when the work will be completed
• Never give a garage an open cheque but agree how you will pay before the work is done
• Insist on an itemised bill
• Keep all invoices, receipts and guarantees

A reliable garage may:

• Display a list of their fixed cost work
• Advise you of the charge to diagnose a fault if the car requires dismantling and putting back together
• Be a member of a trade association such as the Motor Vehicle Repairers Association
• Have trained staff and display their certificates
• Have a complaints procedure

If things go wrong following a service or repairs:

• Contact the garage giving them a chance to put things right
• Keep a record of your conversations with the garage and who you spoke with
• If the garage does not correct the fault you must complain in writing to the manager of the garage
• Send a copy of your complaint to any trade organisation the garage belongs to as they may be able to help
• Contact your local trading standards department – they are in your phone book
• If you remain unhappy, consider taking the garage to a small claims court

The information in this article is intended to provide you with general information only. You should seek detailed legal advice for individual cases. The information given is based on the laws of England and Wales.