vehicle registered sept 2021, bought 30th april 2024, advised sales manager that there was a fault on gearbox and went in for service may 2025 and highlighted again, went in again 8th january 2026 and has been in the garage since. customer has been without vehicle and was not provided a courtesy vehicle for the duration. vehicle looking to be ready this thursday. customer unhappy about lack of communication and seeking compensation for the expenses he has incurred due to not assistance from the branch as well as looking for the warranty to be extended due to not having use of the vehicle

I am writing formally regarding the used van I purchased from you on or around 28 July 2025 (vehicle registration: [WR71 FOF).In early December 2025, I reported that the engine management light had illuminated and that the vehicle was not running correctly. Due to availability, the earliest appointment offered was 5 January 2026. Following inspection, I was informed that the vehicle requires a replacement DPF at a quoted cost of £1,750 plus VAT and labour, and that this was not covered under warranty.I do not accept that this repair is my responsibility.Under the Consumer Rights Act 2015, goods supplied by a trader must be of satisfactory quality, fit for purpose, and durable. As this fault was reported within six months of purchase, the law presumes that the fault was present at the time of sale, unless the trader can prove otherwise.I have been advised that the fault is attributed to approximately 4,000 miles of use. I do not accept this explanation. This mileage constitutes normal and reasonable use for a van, and a DPF should not fail within this period unless there was a pre-existing fault, partial blockage, or underlying issue present at the point of sale. The burden of proof rests with you to demonstrate misuse or neglect, which has not been evidenced.I would also like to clarify that my statutory rights under the Consumer Rights Act 2015 override any warranty terms or exclusions. A refusal based on warranty coverage does not remove your legal obligations as the supplying dealer.Accordingly, I am formally requesting that you arrange a full repair of the vehicle at no cost to myself, including all parts, labour, and VAT, within a reasonable timeframe.If you are unwilling to resolve this matter amicably, I will have no option but to escalate the issue to Trading Standards, pursue Alternative Dispute Resolution (ADR) where applicable, and consider recovery of costs through the Small Claims Court, without further notice.I hope this matter can be resolved promptly and professionally. I look forward to your written response within 14 days of the date of this letter.

Excellent service and information

5*

Great customer service

Absolute walk in the park. No pressure, no problem

Shannon, was kind, personable and courteous, she explained everything, every step of the way. Made buying the van a very positive experience

Shannon came back to me very quick with detail about vehicle etc followed up by a video! The car was dearer than I wanted to spend so left it at moment

Shannon couldn’t be more helpful , even when things don’t go to plan she keeps cool and always finds a way, a pleasure doing business with her.

Quick response to my enquiry