You've sent the rejection letter. You've cited the Consumer Rights Act. You've been reasonable and professional. And the dealer? Complete silence. Or worse, a dismissive response that doesn't address your rights.
This is frustrating, but it's not the end of the road. Here's your escalation playbook.
Why Dealers Ignore Rejections
They're Hoping You'll Give Up
Many consumers do. They get frustrated, accept a repair they didn't want, or just move on. Dealers know this – silence is a strategy.
They Don't Understand the Law
Smaller dealers especially may not realise the full extent of your statutory rights. They think "no refunds on used cars" is the rule.
They're Playing for Time
Every day that passes is a day closer to your 30-day window closing, or evidence becoming harder to gather.
They're Hoping You'll Accept Less
By ignoring you, they're testing whether you'll eventually accept a repair or partial refund instead of full rejection.
Immediate Steps When Ignored
1. Send a Follow-Up Letter
Give them one more chance with a formal deadline:
"I refer to my rejection letter dated [date]. I have not received a substantive response.I require your written response within 7 days confirming acceptance of my rejection and arrangements for refund.If I do not receive a satisfactory response, I will escalate this matter to [finance company/Trading Standards/court] without further notice."
Send by email AND recorded delivery.
2. Document the Silence
Keep records of:
- Date of original rejection letter
- Proof of delivery/receipt
- Any attempts to contact them
- Their non-response
- Dates and times of calls
This evidence of unreasonable behaviour helps your case.
3. Stop Using the Car
If possible, stop driving the vehicle. Continued use after rejection can complicate your claim – though it doesn't eliminate your rights.
Your Escalation Options
If You Used Finance (PCP, HP, or Loan)
This is your strongest card. The finance company is jointly liable with the dealer under Section 75 of the Consumer Credit Act.
Write to the finance company:
- State you've rejected the car under Consumer Rights Act 2015
- Explain the dealer is not responding
- Request they intervene and process your rejection
- Include copies of all correspondence with the dealer
Finance companies have commercial leverage over dealers. They also don't want Financial Ombudsman complaints, so they often resolve things quickly.
If the finance company is unhelpful:
- Make a formal complaint
- Escalate to the Financial Ombudsman Service
- The Ombudsman can order refunds, compensation, and interest
Trading Standards
Report the dealer to Trading Standards through Citizens Advice Consumer Service (0808 223 1133).
What Trading Standards can do:
- Investigate the business
- Take enforcement action for breaches
- Provide evidence for your court case
- Sometimes mediate informally
What they can't do:
- Force a refund directly
- Represent you in court
- Get your money back immediately
Trading Standards is more about putting pressure on and creating a paper trail than getting direct resolution.
Alternative Dispute Resolution (ADR)
Some dealers are members of ADR schemes like:
- The Motor Ombudsman
- Motor Codes
Check if the dealer is a member. If so, you can raise a dispute through the scheme. These can be quicker and cheaper than court, though outcomes vary.
Small Claims Court
If other routes fail, the County Court Small Claims track is designed for exactly this situation.
Benefits:
- No solicitor needed
- Low fees (£35-£455 depending on claim value)
- Relatively straightforward process
- Legally binding judgment
Process:
- Send a Letter Before Action (giving 14 days to respond)
- Issue claim online at Money Claims Online
- Dealer has 14 days to respond
- If defended, there's a hearing
- Judge decides
Many dealers settle once they receive court papers – the prospect of a CCJ (County Court Judgment) focuses minds.
Drafting a Letter Before Action
Before court, you must send a formal Letter Before Action. This should include:
- Summary of the dispute
- The specific fault(s)
- Your attempts to resolve
- The dealer's failure to respond
- What you're claiming (refund amount, plus any losses)
- 14 days to respond or settle
- Statement that you'll issue proceedings if not resolved
This letter is important – courts expect to see you've tried to resolve matters before issuing a claim.
What If They Respond But Refuse?
"The car isn't faulty"
Request an independent inspection. If they still refuse after inspection proves the fault, their position becomes untenable.
"It's wear and tear"
If the car is relatively new or the fault is clearly not wear-related, this is a weak argument. Document why their position is wrong.
"We'll repair it"
Within 30 days, you have the right to reject without accepting a repair. After 30 days, you must give them one opportunity to repair before rejection.
"No refunds on used cars"
This is simply wrong. The Consumer Rights Act 2015 applies to all goods. Cite the specific sections (9, 10, 11, 19-24).
"You should have checked before buying"
The duty is on them to sell satisfactory goods, not on you to be an expert. This is legally irrelevant.
Practical Tips for Escalation
Stay Calm and Professional
Angry emails feel satisfying but undermine your position. Be firm, factual, and reference the law.
Keep Everything in Writing
Phone calls are fine for chasing, but always follow up in writing. "Following our call today, I'm writing to confirm..."
Set Clear Deadlines
Open-ended requests get ignored. "Please respond within 7 days" creates urgency.
Copy in Relevant Parties
If you've involved the finance company, copy them on dealer correspondence. This adds pressure.
Don't Threaten What You Won't Do
If you say you'll go to court, be prepared to do it. Empty threats damage credibility.
Timeline for Escalation
Day 1-14: Wait for response to original rejection letter
Day 15-21: Send follow-up with 7-day deadline
Day 22-28: Contact finance company (if applicable) and/or Trading Standards
Day 29-42: Wait for finance company response; prepare Letter Before Action
Day 43-56: Send Letter Before Action with 14-day deadline
Day 57+: Issue court claim if no resolution
This is a guide – you can compress timelines if the dealer is clearly acting in bad faith.
When Dealers Finally Engage
Once they realise you're serious, dealers often suddenly become responsive. When this happens:
Get Everything in Writing
Verbal agreements mean nothing. Any settlement must be documented.
Don't Settle for Less Than You're Owed
If they offer a partial refund to "make it go away", consider whether it's fair. You're entitled to:
- Full purchase price refund (or adjusted for use after 6 months)
- Any reasonable consequential losses
- Interest on the amount
Consider Professional Help
If the amounts are significant, legal advice can be worthwhile. Many solicitors offer free initial consultations.
The Bottom Line
Dealer silence isn't the end – it's just the beginning of escalation. You have multiple powerful options:
- Finance company liability
- Trading Standards reports
- ADR schemes
- Small Claims Court
Most disputes resolve once the dealer realises you understand your rights and are prepared to enforce them.
The key is persistence, professionalism, and following through on your escalation path.
Dealer not responding to your rejection? Get started – we handle the escalation process for you.
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