You've done everything right. You rejected your faulty car within 30 days, the dealer has accepted the rejection – but now they're dragging their feet on actually collecting the car and refunding you. Here's what to do.
The Dealer's Obligations
Once rejection is accepted, the dealer's obligations are clear: refund you within 14 days of receiving the car back, collect the car at their expense (it's not your job to return it), and pay any reasonable costs you've incurred during the delay.
Why Dealers Delay Collection
There are several reasons dealers drag their feet, and understanding the motive helps you respond effectively. Cash flow is the most common – small dealers may not have the funds to refund you, so they stall for time. Others are hoping you'll give up – the longer it drags on, the more likely you are to accept a partial refund or a lesser deal out of exhaustion. Some dealers are genuinely disorganised – never attribute to malice what can be explained by incompetence. And occasionally, the delay is tactical because the dealer wants to dispute the car's condition, claiming you've damaged it since purchase to justify deductions from your refund.
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Your Rights Under the Law
The Consumer Rights Act 2015 Section 20(15) is clear:
"The trader must bear any reasonable costs of returning [the goods]"
You are not obliged to drive the car to them, pay for transport, store it indefinitely for free, or keep it roadworthy while they procrastinate. The trader must collect it at their expense – that's the law, not a suggestion.
What Costs Can You Claim?
While the dealer delays, your losses mount – and they're liable for all of them. Storage costs apply if you need to store the car off your driveway (keep receipts for any storage facility fees). Ongoing insurance counts too – if you're maintaining cover on a car you can't use while waiting for collection, those premiums are the dealer's liability. Loss of use covers reasonable alternative transport costs, including a hire car at a reasonable daily rate if you need one. And interest accrues on the refund amount for the entire period of delay – typically at 8% per annum, the statutory rate for consumer claims.
How to Force Collection
Start with a firm written deadline. Send a letter or email along these lines:
You have accepted rejection of [Registration]. Under Section 20 of the Consumer Rights Act 2015, you are obliged to collect the vehicle at your expense.
Please confirm collection arrangements by [date – 7 days from now]. If the vehicle is not collected by [date – 14 days from now], I will arrange storage and charge you reasonable costs.
I also remind you that the refund of £[amount] is due within 14 days of your receiving the vehicle.
If they still don't collect, arrange storage yourself. Move the car to a secure storage facility if needed, choosing something reasonable rather than the most expensive option. Keep all receipts and invoice the dealer for storage costs monthly – even if they don't pay immediately, you're establishing a documented, accumulating loss.
Add all costs to your claim. When you eventually receive the refund – or pursue it through the courts – include storage costs, insurance during the delay, interest on the outstanding refund amount, and any other reasonable expenses their delay has caused.
If they still won't engage, issue small claims court proceedings. You can claim the full refund amount plus all accumulated costs. Filing a claim often prompts immediate action from dealers who have been ignoring correspondence – the prospect of a court judgment concentrates minds. Send a letter before action giving 14 days' notice before filing.
Practical Issues
If the car is sitting on your driveway, you don't have to move it elsewhere immediately – but you're entitled to have your driveway back, and after a reasonable period of the dealer failing to collect, storage costs become justified. What you can't do is abandon it on the public highway.
If the car is on finance, contact the finance company – they're jointly liable, they have commercial leverage over the dealer that you don't, and if the dealer is truly unresponsive, you may be able to claim your refund directly from the lender. Finance companies can also arrange collection of the vehicle themselves if the dealer won't cooperate.
If they want you to drive it to them, you're not obliged to. What if it breaks down on the way? What if it's not roadworthy? Collection is their legal responsibility. That said, if the dealer is far away and offers to reimburse your transport costs, and it's genuinely quicker and easier for you, you might agree – but it's your choice, not your obligation.
If they're disputing the car's condition, don't let this become an excuse for indefinite delay. Take comprehensive photos and video of the current condition, note the mileage, and keep records of everything. Any damage that occurred after purchase is your responsibility to account for, but the original faults – the reason you're rejecting – are not.
Template: Demanding Collection
To: [Dealer]
Re: Collection of Rejected Vehicle – [Registration]
Dear Sir/Madam,
On [date], you accepted my rejection of the above vehicle under the Consumer Rights Act 2015.
It is now [X] days since acceptance and you have still not collected the vehicle or issued my refund of £[amount].
Under Section 20(15) of the Consumer Rights Act 2015, you are obliged to collect the goods at your expense. Under Section 20(16), the refund is due within 14 days of your receiving the goods.
I require you to:
- Confirm collection arrangements within 7 days
- Collect the vehicle within 14 days from the date of this letter
- Issue my refund within 14 days of collection
If you fail to collect within 14 days, I will:
- Arrange secure storage and invoice you for the costs
- Claim interest on the outstanding refund at [8%] per annum
- Issue county court proceedings without further notice
The vehicle is currently located at [your address] and is available for collection Monday-Friday, 9am-6pm.
Please contact me immediately to arrange collection.
Yours faithfully, [Your name]
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When to Escalate
To the finance company: If you bought on finance, escalate after 14 days of dealer delay. The finance company can pressure the dealer through their commercial relationship, process your refund directly, and take their own recovery action against the dealer afterwards.
To small claims court: If the dealer simply won't engage, file a claim for the refund amount plus all accumulated costs – storage, insurance, interest, and any other reasonable losses. The act of filing usually prompts immediate action from dealers who have been ignoring letters.
To Trading Standards: If the dealer is being genuinely obstructive, report them. This may be a pattern of behaviour affecting other customers, and your report creates an official record that contributes to potential enforcement action.
The Bottom Line
Collection is the dealer's obligation, not yours. Set firm deadlines, document everything, claim your mounting costs, and don't let them drift indefinitely hoping you'll give up. If they won't cooperate, escalate through your finance company first, then through the courts. A dealer who has already accepted rejection has no legal leg to stand on – the only question is how quickly they'll do what they've already agreed to do.
Dealer agreed to rejection but won't collect? Check if you qualify for our rejection service – we handle the follow-through too.
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