What success can look like:

The Financial Ombudsman’s ruling in Mr A’s complaint against CA Auto Finance UK Ltd (DRN-5132042) is a clear illustration of consumer protection when a high-value car develops faults soon after purchase. Mr A acquired a used Land Rover in March 2024 for £102,995, entering a hire purchase agreement with monthly repayments of £1,671.18 and a final payment of £55,823 if he wished to keep the car.

Within days of delivery, Mr A experienced serious issues: the engine management light illuminated and the car began juddering at moderate speeds. He promptly reported these faults and requested to reject the car within the first 30 days, as allowed under the Consumer Rights Act 2015. Despite this, CA Auto Finance UK Ltd refused his rejection, disputing the timing and nature of the fault reports.

The Ombudsman reviewed all evidence, including roadside assistance reports and repair records, and found the faults were present or developing at the point of supply. The car was deemed not of satisfactory quality, and Mr A’s right to reject was upheld.

Key outcomes:

• Car value: £102,995, with £101,995 borrowed over 49 months.

• Refunds: Mr A’s deposit of £1,000 and all monthly payments made from 17 April 2024 to settlement.

• Compensation: £400 for distress and inconvenience.

• Additional remedies: The agreement was ended with nothing further to pay, the car was collected at no cost, 8% simple yearly interest was awarded on all refunded amounts, and any adverse credit information was to be removed.

This case demonstrates that buyers of high-value vehicles are entitled to expect satisfactory quality and prompt resolution of faults. If significant issues arise soon after purchase, and the finance provider refuses a valid rejection, consumers may be entitled to a full refund, compensation, and removal of negative credit records. Always document faults and correspondence, and assert your rights under the Consumer Rights Act 2015.

Introduction: When Is Rejection the Right Option?

Land Rover and Range Rover vehicles are a familiar sight on British roads, sold by retailers like Guy Salmon, Stratstone, Lookers, Marshall, and Harwoods. While many owners enjoy years of reliable service, some face repeated faults soon after purchase. If you’re dealing with persistent problems, you may be considering whether you can “give back” or reject your car. This guide explains your rights, the process, and gives you the tools to act.

Step 1: Know Your Rights – The Consumer Rights Act 2015 and Your Warranty

If you bought your car from a main dealer, you’re protected by the Consumer Rights Act 2015. This law says goods (including cars) must be of satisfactory quality, fit for purpose, and as described. If your new Land Rover develops a fault within 30 days, you have a short-term right to reject it and claim a full refund. After 30 days, you can still reject the car if it can’t be repaired satisfactorily, or if faults keep recurring.

Land Rover’s manufacturer warranty typically covers three years from registration, but excludes normal wear and tear, neglect, improper use, unauthorised modifications, and inconvenience or consequential losses. If your issue is covered, repairs should be free at an authorised centre. If repairs fail or faults persist, you can escalate to rejection.

Step 2: Identify and Document Faults

Common faults include:

• Electrical/software: Pivi Pro glitches, battery drain, alternator faults, false sensor warnings, malfunctioning start/stop, door latch failures.

• Mechanical: Air suspension collapse, oil leaks, cooling system faults, timing chain/turbocharger failures (Defender, Discovery, Evoque, Velar), brake wear, transmission issues, crankshaft failure, AdBlue faults.

• Body/interior: Water leaks, windscreen/trim detachment, panel misalignment, rattles, air conditioning problems.

Action:
Keep a log of every fault. Note the date, symptoms, and any attempted repairs. Take photos and videos. Save all emails, service reports, and texts with your retailer and, if relevant, finance company.

Step 3: Communicate Clearly – Template Letter

When you’re ready to act, use a written request. Here’s a template you can adapt:

Subject: Request for Vehicle Rejection/Replacement – [Your Vehicle Model, Registration Number]

Dear [Dealer Principal’s Name],

I am writing regarding my [Land Rover/Range Rover Model], purchased from [Retailer Name] on [Date]. Since delivery, I have experienced repeated faults including [list main issues, e.g. electrical failures, air suspension collapse, water ingress]. These have not been resolved despite multiple repair attempts.

Under the Consumer Rights Act 2015, I am entitled to a vehicle that is of satisfactory quality, fit for purpose, and as described. As the faults are persistent and have not been rectified, I am requesting [a replacement vehicle/a full refund]. Please confirm the process for returning my vehicle and arranging [a replacement/refund].

I have attached a log of faults, photos, and copies of correspondence. I look forward to your response within 14 days.

Yours sincerely,
[Your Name]
[Contact Details]

Step 4: Dealer, Manufacturer, and Finance Company – Who to Contact

• If you bought on PCP or finance, contact the finance company (e.g., Black Horse, JLR Financial Services) as they are the legal owner.

• Dealers may try to pass responsibility to the manufacturer or finance company. Your contract is with the retailer, but involve all parties for best results.

• If ignored, escalate to Land Rover UK Customer Relations.

Step 5: What to Expect – Refunds, Replacements, and Mileage Deductions

• If you reject within 30 days, you should receive a full refund.

• After 30 days, you may be offered a repair, replacement, or partial refund.

• Dealers often deduct for “fair use” (mileage), typically 45p–75p per mile. This is negotiable, especially for severe faults.

• If offered a replacement, check the new finance agreement terms carefully.

Step 6: Overcoming Obstacles

If the dealer is unhelpful, escalate in writing to the manufacturer and finance company. Reference your evidence and rights. Persistence is key.

Step 7: Negotiation Tips

• Use your log and evidence to show inconvenience and repeated faults.

• Ask for mileage deductions to be waived, especially if the car was unusable.

• Insist on a like-for-like replacement if that’s your preference.

Step 8: Real Owner Examples

• Defender owner rejected after alarm and charging faults.

• Range Rover owner received a replacement after water ingress and EV system failures.

• Evoque owner swapped for a new car due to paint defects.

• Velar owner secured a refund after repeated engine repairs.

Conclusion: Stay Persistent and Informed

You don’t need to settle for a car that isn’t right. With clear evidence, written requests, and knowledge of your rights, you can successfully reject or “give back” your Land Rover. Be thorough, assertive, and patient. If you need to escalate, do so in writing and keep records.

When navigating issues with your Land Rover or Range Rover, it’s helpful to know the main retailers and the models most commonly discussed in owner forums and consumer complaints. If you’re experiencing problems, referencing your specific retailer and model in correspondence can make your case clearer and more relevant.

Major Land Rover Retailers:

• Guy Salmon Land Rover

• Stratstone Land Rover

• Lookers Land Rover

• Marshall Land Rover

• Harwoods Land Rover

• Jardine Motors Group

• Inchcape Land Rover

• Hatfields Land Rover

• Urban Automotive

• Overfinch

• Chelsea Truck Co

These retailers operate across England and Wales and are authorised to sell, service, and repair Land Rover and Range Rover vehicles. If you purchased your car from one of these, your contract and warranty rights apply directly to them.

Common Land Rover and Range Rover Models:

• Land Rover Defender (including 90, 110, and 130 variants)

• Range Rover (full-size and Range Rover Sport)

• Range Rover Evoque

• Range Rover Velar

• Land Rover Discovery (including Discovery Sport)

• Land Rover Freelander (older models, but still relevant for some owners)

Potential faults by model:

• Defender: Timing chain issues, windscreen trim detachment, alarm faults, charging problems.

• Range Rover & Range Rover Sport: Electrical failures, water ingress, instrument panel faults, air suspension collapse.

• Range Rover Evoque: Paint defects, turbocharger failures, door latch problems.

• Range Rover Velar: Engine repairs, dashboard noises, balance shaft failures.

• Discovery: Cooling system faults, AdBlue system issues, transmission problems.

If you’re writing to your retailer or seeking help, always mention your exact model and year, and the retailer’s name.

Disclaimer: This article provides general information for educational purposes only. It is not legal advice. Outcomes can vary based on your personal circumstances.