Do you feel like you’re being ripped off?

Are the repairs to your car substandard?

Are you concerned about the high cost of service charges?

If you are being treated unfairly, paying too much, are not happy with the standard of work done on your car, waiting too long for the repairs to be finished or are being charged for work not done, here’s what you can do.

Know your rights

You have rights when you pay for goods as part of a service. These rights are protected under the Supply of Good and Services Act 1982. The act clearly states that all work must be carried out with reasonable care and skill, in a reasonable time and at a reasonable price.

What to do if you are not happy

• Your first point of contact is the mechanic or garage. Tell them exactly why you are not happy with their work. This gives them the opportunity to fix the problem. However, if this doesn’t work or they refuse to acknowledge your complaint, put it in writing.

• Arrange an independent examination of your car and ask for a report listing the mechanical problems. Send copies of the report to the mechanic/garage.

• Ask for a written quote before any repair work begins so that if the final bill is higher than the original quote, you have positive proof.

• You can withhold part payment if you have major problems with the work done to your car. This allows you to cover the cost of fixing the problem.

• You cannot withhold part payment if the work is up to standard but the cost has increased. You must pay the bill but make sure the garage knows that you are paying ‘without prejudice’ or ‘under protest’. You can also get several comparative quotes to show the garage.

• If you are not happy with the time it has taken for the repairs to get done, you are entitled to compensation. However, you must provide written proof of the dates agreed upon for completion of the work.

• If the repair work is taking too long (within reason), you have the right to cancel the work and ask for compensation or a refund to cover the cost of another garage to complete the work.

Spare parts and the law

All spare parts are required by the Sale of Goods Act 1979 to be ‘of satisfactory quality, fit for its purpose as described’. If any parts fitted to your car by the garage do not comply with the law, you have the right to ask for a refund. Make sure you get a refund and not a credit note. The garage may offer to replace the faulty part in place of a refund. You do not have to accept a replacement but if you do, get a written letter stating that if the part is faulty you will receive a refund.

Always check the replacement parts are in good working order as soon as possible. If the spare part(s) have been fitted to your car for more than a few weeks and you have had adequate opportunity to check that they are in good working order, you could find that you are only entitled to have the fault repaired.

Remember, reconditioned and second-hand spare parts are not new. They will not last as long as new parts. Check if reconditioned or second-hand parts come with a guarantee before you agree to have them fitted to your car.

Extra work

If extra work has been done to your car without your permission, you do not have to accept it. If you suspect that the extra work the garage claims to have done to your car, in fact hasn’t, you do not have to accept it. The Trade Description Act 1968 is in place to protect consumers from false claims made by traders.

If a garage or mechanic refuses to acknowledge your complaints, you can seek help from www.tradingstandards.gov.uk.

Most insurance companies have access to a network of approved repairers that will help you avoid the pitfalls of unfair service charges and faulty parts. If you have car insurance, you should be covered for repairs to your car under the terms and conditions of your car insurance policy.