Contact

All aftersales, fault and rejection matters must be raised by email only:

[email protected]

Letter: Aftersales, Cars in MK Ltd, 10 Duncombe Street, Milton Keynes, MK2 2LY

We do not deal with vehicle-related aftersales issues by telephone. This ensures a clear written record.

Step-by-step process

1. Email [email protected] with a clear description of the issue, vehicle registration, approximate purchase date, and the outcome you are seeking.
2. On first contact we will ask for your postcode and the last five digits of your driving licence for identity verification. If a third party is dealing on your behalf, provide written authorisation.
3. Where the issue involves a fault, non-conformity, repair or refund, the vehicle must be presented (driveable) at 10 Duncombe Street, Milton Keynes, MK2 2LY for inspection and diagnostic. The customer brings the vehicle. We do not offer free collection or recovery while conformity remains unestablished.
4. We will investigate and aim to respond within 10 business days of receiving all necessary information and, where relevant, after the vehicle has been inspected. If more time is needed we will tell you.
5. Outcome confirmed in writing (repair, remedy under the Consumer Rights Act 2015 where applicable, or explanation).

Documents routinely requested

• Postcode and last five digits of driving licence (identity verification)
• Written authorisation if a third party is dealing on your behalf
• Vehicle registration, purchase date and invoice/order number if available
• Clear description of the fault, when it started, and any supporting evidence (photos, diagnostic reports or previous repair invoices)
• Full V5C logbook (not the green slip) before any refund is released

Consumer Rights Act 2015

Nothing in this process affects your statutory rights under the Consumer Rights Act 2015.

If a vehicle does not conform to the contract, remedies may include:

• a short-term right to reject within 30 days of delivery (full refund, no deduction for use);
• after 30 days, repair or replacement (one opportunity);
• if that fails, a final right to reject (possible deduction for use) or a price reduction.

For the first six months a fault is presumed present at sale unless we prove otherwise.

Any claim is subject to the step-by-step process above, including identity verification and vehicle inspection at our premises. Fair wear and tear and faults disclosed before sale are not covered.

Commercial use

The arrangements and Consumer Rights Act 2015 remedies on this page apply to consumer purchases. If the vehicle was purchased for commercial or business use, different terms may apply. Please state clearly in your first email if the purchase was for business purposes.

Fraud

We investigate all claims. If we have reasonable grounds to believe a claim is false, exaggerated or based on misrepresentation (including identity), we will treat it as potentially fraudulent. This may result in the claim being refused and the matter being reported to the relevant authorities. Providing false information can also affect any statutory remedies.

Data protection

Personal data you supply is used only to handle your aftersales claim and is retained as required for legal and compliance purposes.