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While we hope issues with vehicles from our supplying dealerships don’t arise, we understand that problems can occasionally happen. If you experience an issue with your car, please follow the steps below to ensure it is dealt with as quickly and fairly as possible.

1. Contact the Supplying Dealer

If you notice a problem, your first step should be to contact the dealer who supplied the vehicle. They are best placed to assess the issue and, in many cases, can resolve it promptly.

If the vehicle does not feel safe to drive, stop using it immediately and arrange for it to be inspected as soon as possible.

Information your dealer may require

When contacting the dealer, please be prepared to provide clear details, including:

• A description of the issue
• When the issue first occurred
• Current Status of Drivable/Undrivable

Providing accurate and detailed information will help the dealer assess the situation more efficiently. You may want to send them an email to confirm all the above in writing for future reference.

You may also need to obtain an independent diagnostic report within the first 30 days. If the report confirms that the fault was present when the vehicle was supplied, the dealer should be responsible for:

• The repair costs, and
• Reimbursing the cost of the diagnostic report.

2. Check Your Warranty

If the dealer is unable to resolve the issue, you should review your warranty coverage.

Contact your warranty provider as soon as possible to confirm whether the issue is covered and what steps are required.

Please keep:

• Any reference numbers provided
• Notes of what has been agreed, declined, or recommended

This information may be required later.

 

3. Contact Us

If the matter remains unresolved after:

• Speaking with the dealer
• Contacting your warranty provider (if applicable)
• Gathering any supporting evidence

You can get in touch with us for further support. We will review the information provided and work with all relevant parties to help achieve a fair and reasonable outcome.

Raise a vehicle complaint here: [email protected]

If you are dissatisfied with the service you’ve received directly from Luv Cars, you have the right to raise a complaint.

Raise a service complaint here: [email protected]