CarFixNearMe
Garages and your rights

Your rights when a garage repairs your car

Updated 3 min readSources: Citizens Advice, The Motor Ombudsman

Quick answer

Under the Consumer Rights Act 2015, a garage must do the work with reasonable skill and care, within a reasonable time and, if no price was agreed, for a reasonable price. If the work is poor you can ask the garage to put it right or to reduce the price. Start by talking to the garage, then put your complaint in writing.

Key facts

The law
Consumer Rights Act 2015
The work must be done
With reasonable skill and care, in a reasonable time
No price agreed?
You pay a reasonable price
You can ask for
The work to be repeated, or a price reduction
Paid by card?
Chargeback, or section 75 for credit cards over £100
In this article

What you can expect from a garage

  • Reasonable skill and care. The work must be done to a proper standard.
  • A reasonable price. If no price was agreed beforehand, you are only required to pay a reasonable one. You may pay more if extra time or parts were genuinely needed.
  • A reasonable time. If no completion date was agreed, the work must be done within a reasonable time.

If the repair goes wrong

  1. Talk to the garage first, in person or by phone. Say what is wrong and what you want them to do about it.
  2. If that does not work, write or email so you have a record. Citizens Advice has a template letter.
  3. Ask the garage to fix faults that were not repaired properly, were not correctly diagnosed, or did not exist before the work.
  4. Get a second opinion from another garage. It can show what is reasonable and support your case.
  5. Keep records and receipts, including any extra travel costs.

What you can ask for

Repeat performance
The garage does the work again, properly.
Price reduction
If the work was not done with reasonable skill and care you can ask for some of your money back.
Paying under protest
If you need the car back and the garage will not agree, pay but write "paying under protest" on the repair order and receipts. Without it, claiming compensation later may be harder. There is no guarantee you will get the money back.

Paying by card gives you another route

If you paid by card you may be able to get your money back through your bank, using the chargeback scheme. Bank staff may not know about it, so you may need to ask for a manager. For credit card payments where the repair cost more than £100, a section 75 claim may also be possible.

Where to complain if the garage will not help

  • Some trade associations, including The Motor Ombudsman (opens in a new tab), offer a conciliation service. This works only if the garage is a member.
  • Ask whether the garage uses an alternative dispute resolution (ADR) scheme, and note when you asked.
  • Report misleading prices or unfair practices, such as quoting one price and charging another, to Trading Standards through the Citizens Advice consumer helpline on 0808 223 1133.

Tip: Prevention is easier than complaint. Agree the price and what is included in writing before the work starts, and ask the garage to get your authorisation before it does anything extra. See how to choose a garage.

Warning: The Citizens Advice guidance used here is for England. If you live in Scotland, Wales or Northern Ireland, check your own nation's Citizens Advice.

Common questions

Can I get my money back if a repair was poor?

You can ask for the work to be repeated or for a price reduction, meaning some of your money back, if it was not done with reasonable skill and care. A refund is not guaranteed.

What if the garage quoted one price and charged another?

Raise it with the garage in writing first. Trading Standards deals with misleading prices, and you can report it through the Citizens Advice consumer helpline.

Should I pay if I am unhappy with the work?

If you need the car back, pay but write "paying under protest" on the repair order and receipts, so it is clear you do not accept the work or the price.

Can another garage look at the repair?

Yes. A second opinion can show what is reasonable and support your case. Keep the report and any receipts.

Sources

Facts last checked against these pages on .

General information for drivers in Great Britain, not legal advice. Northern Ireland has different MOT rules. Spotted a mistake? Email hello@carfixnearme.com. See how we write and check our advice.

Find a garage near you

Enter your postcode or town. It is free, and you contact the garage directly.

More car advice

A guide to this in your language