Could Used Car Dealers Finally Get More Clarity on the Right to Reject?
Molly Pollard
Mon Sep 14, 2026 • 4 min read
When does a fault become serious enough for a customer to reject the vehicle? Interestingly, that exact issue has now reached Parliament.
“I want to reject the car.”
They’re words no used car dealer wants to hear.
But when a customer reports a fault shortly after buying a vehicle, one of the most difficult questions can be deciding whether the problem genuinely gives them the right to reject it.
For independent dealers in particular, it can be a difficult area to navigate. A used car will inevitably have some degree of wear and tear, and expectations should differ depending on its age, mileage, price and condition.
So, when does a fault become serious enough for a customer to reject the vehicle?
Interestingly, that exact issue has now reached Parliament.
The question being asked in Parliament
At the end of August, a written Parliamentary question asked the Government whether it believes existing Consumer Rights Act guidance provides sufficient clarity to consumers and independent used vehicle dealers on the level of fault that constitutes grounds for rejection.
For anyone working in the used car trade, it's a familiar problem.
The Consumer Rights Act 2015 gives customers important protections when buying a vehicle from a dealer. Among them is the short-term right to reject goods that don't meet the required standards, generally within the first 30 days.
But real-world vehicle faults aren't always straightforward.
A major engine problem on a recently purchased vehicle is one thing. A minor noise, worn component or issue associated with the age and mileage of an older car can be much less clear-cut.
A used car isn't a new car – but the law still applies
Anyone selling used vehicles will have encountered differing customer expectations.
Someone buying a ten-year-old car with 90,000 miles on the clock cannot reasonably expect it to be identical to a brand-new vehicle.
At the same time, simply saying “it's a used car” isn't enough to dismiss a genuine problem.
Factors such as the vehicle's age, mileage, price, description and condition at the point of sale can all be relevant when assessing whether it meets the standards required by consumer law.
That's why avoiding problems starts before the keys change hands.
Clear vehicle descriptions, proper preparation, accuraterecords and honest conversations about condition can all help set expectations from day one.
What should you do when a customer reports a fault?
The first response matters.
When a customer calls to say something has gone wrong, immediately becoming defensive rarely helps. Equally, agreeing to a refund before establishingwhat'sactually happened may not be the right response either.
Start by gathering the facts.
What is the customer experiencing? When did it begin? Is the car driveable? Has anyone inspected it? Are there warning lights or diagnostic reports?
Keep a record of conversations and arrange for the problem to be properly assessed where appropriate.
Even when a problem cannot be resolved immediately, keeping the customer informed can prevent frustration turning into a much bigger dispute.
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This is where the right warranty support can help
A customer reporting a problem doesn't necessarily have to become a confrontation between customer and dealer.
Having a suitable warranty in place gives both sides a clear process to follow when an eligible mechanical or electrical fault occurs.
That's where Warranty Assist can help.
Warranty Assist warranties can be included with vehicles sold by independent dealerships, giving customers added reassurance that they have support should an eligible problem occur after purchase.
For the dealer, it can also mean there's an established claims process and support available rather than having to manage every eligible repair issue alone.
With access to a nationwide network of repairers, customers can have eligible faults assessed and repairs dealt with through the warranty process, subject to the terms and conditions of their cover.
That can make an important difference to the customer experience.
A warranty doesn't replace your legal responsibilities
This distinction is important.
A warranty is in addition to a customer's statutory rights, not a replacement for them.
Dealers still have responsibilities under the Consumer Rights Act regardless of whether a warranty was supplied with the vehicle.
But a good warranty can provide another layer of protection and support around the sale.
It can give customers greater confidence when buying from an independent dealership and provide a structured way of handling eligible mechanical and electrical problems when they arise.
And sometimes, resolving an issue quickly and professionally is what prevents a fault from developing into a request to reject the vehicle in the first place.
Want to offer your customers additional peace of mind? Speak to Warranty Assist about adding warranty cover to the vehicles you sell.
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