New data from Citizens Advice reveals last year the charity’s Consumer Service received a complaint about a used car every three minutes.
The charity, which helped with almost 43,000 complaints relating to used cars in 2023 alone, found the majority of these (66%) complaints were about defective goods, while 13% concerned safety issues.
This comes as research from Citizens Advice reveals more than one in four people (28%) who bought a used car in the last decade experienced an issue. The most common issue was the car turning out to be defective (30%), while 27% said the car had damage they were not told about, and 19% said the car had a higher mileage than they were told.
Cost of living pressures mean more people are looking to save money on big ticket items. Analysis of Citizens Advice research shows 3.5 million people (15%) are currently looking to buy a used car.
Citizens Advice is giving advice to motorists to mark the start of its Consumer Awareness campaign (Monday 20th May - Sunday 2 June). The annual campaign is run by Citizens Advice in collaboration with the Consumer Protection Partnership (CPP), which includes Trading Standards and the Department for Business and Trade.
Jane Parsons, Consumer Expert at Citizens Advice offers advice to help put a stop to unexpected issues motorists might face when buying a used car:
Check the trader
If you’re buying from a trader (a business that sells cars) you should:
If you’re buying from an individual seller:
Check the car’s history
You’ll need the seller’s permission to have the vehicle inspected. Make sure to keep a copy of all inspections or checks, either by taking a screenshot or downloading the information.
3. Paying for a used car
Ask questions if you’re unsure about anything in the small print. Remember you can stop the deal if you feel like you’re being pressured into paying too much or buying additional features. And make sure you get the original (not a photocopy) of the log book (the V5C registration certificate) and the valid MOT test document. Never buy a car without the log book.
The way you pay will affect what rights you might have if something goes wrong:
You can complain to the Financial Ombudsman Service if you have an unresolved complaint and have paid by debit card, credit card or using finance.
Contact the Citizens Advice consumer helpline on 0808 223 1133 if you need more help - a trained adviser can give you advice over the phone.
Dame Clare Moriarty, Chief Executive of Citizens Advice, said:
“Year after year problems with used cars top the charts of consumer issues our expert advisers help with.
“Unexpected car problems can cost more than just money, they can leave people missing work or unable to drop their kids off at school.
“Many of us are feeling the pinch right now so it’s vital to make sure you’re getting exactly what you paid for. Before making a big purchase like a used car, don’t forget to brake and make all the right checks before you buy.”
Colin Briggs, Used Car Lead, National Trading Standards, said:
“Buying a car is one of the biggest financial commitments most people will ever make. Many rely on used cars to get to work or visit family and save hard for the car they need, trusting they will get a fair deal.
"Unfortunately, while the vast majority of used car dealers are honest traders, those looking to buy a used car should be alert to unscrupulous sellers. Some sell dangerous vehicles unfit for the road and don't care that those who buy and rely on used cars are often not in a position to fork out for repairs.
"We urge people thinking about buying a used car to do their research into the seller and check the car's history before handing over any money."
John Herriman, Chief Executive at the Chartered Trading Standards Institute (CTSI), said:
“The data presented as part of this national campaign really highlights that consumers are often left out of pocket when purchasing a used car. The complex and ever-changing used car landscape means consumers are left confused and without the knowledge and information needed to make a well-informed purchasing decision.
“Consumers are rightfully wary of the ‘Del Boy’ type car traders, but in reality, there is just as much harm and bad practice lurking behind used car adverts on online platforms, such as Facebook. Car clocking is still an ongoing issue, and cars are being sold with the mileage being adjusted and not declared at the time of sale – this is an offence and Trading Standards will take action when necessary.
“For peace of mind we would encourage consumers to purchase a used car from a garage that is a member of the Consumer Codes Approval Scheme (CCAS). These garages adhere to a robust code of practice that sets them above and beyond other car traders. In the event that a problem does arise, all garages in the CCAS family offer free Alternative Dispute Resolution to help resolve the issue quickly and effectively.”
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For more information contact: press.office@citizensadvice.org.uk
Tel: 0300 0231080
Out-of-hours contact number: 0845 099 0107
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