You take your car to a garage expecting professional service, but instead you receive shoddy work, unnecessary repairs, or bills for work that was never done. Garage fraud and poor-quality car repairs are frustratingly common—but you have legal rights.
This guide explains how to claim compensation when a mechanic or garage has let you down in the UK.
Your Rights Under the Consumer Rights Act 2015
When you pay for car repairs, you’re entering a legally binding contract protected by the Consumer Rights Act 2015. Under this law, any service must be:
- Carried out with reasonable care and skill – Work must meet a satisfactory standard
- Completed within a reasonable time – If no timeframe was agreed
- Charged at a reasonable price – If no price was agreed in advance
If a garage fails to meet these standards, you have grounds for a claim.
What Counts as Bad Work or Fraud?
Common garage problems include:
- Shoddy repairs – Work that doesn’t fix the problem or creates new issues
- Unnecessary repairs – Being charged for work your car didn’t need
- Work not done – Being charged for repairs that weren’t actually carried out
- Inflated prices – Excessive charges for parts or labour
- Damage to your vehicle – Scratches, dents, or mechanical damage caused during repairs
- Using wrong or inferior parts – Non-genuine parts charged at genuine prices
- Hidden charges – Surprise fees not disclosed in the original quote
UK Case Example: Criminal Prosecution for False Claims
According to Trading Standards guidance, garages can face criminal prosecution for making false claims about work carried out. It’s a criminal offence to charge for work that hasn’t been done. Serious offenders face prosecution, while lesser failures result in warnings.
One reported case involved a garage charging customers for parts they never fitted and repairs they never made. Trading Standards successfully prosecuted the business, resulting in fines and a requirement to compensate affected customers.
Step 1: Gather Evidence
Before taking action, collect:
- Original quote or estimate – What work was agreed and at what price
- Final invoice – What you were actually charged
- Photos and videos – Document the problem with your vehicle
- Independent assessment – Get another garage to inspect the work in writing
- Correspondence – Emails, texts, or letters with the garage
- Witness statements – If anyone else saw the vehicle’s condition
Step 2: Complain to the Garage
Start by raising the issue directly:
- Put your complaint in writing – Letter or email creates a paper trail
- Be specific – Explain exactly what’s wrong and what you want (refund, free repair, compensation)
- Set a deadline – Give them a reasonable time to respond (14 days is typical)
- Keep copies – Of everything you send and receive
Paying “Under Protest”
If you need your car back but dispute the bill, you can pay “under protest”. Write “paid under protest” clearly on your receipt and the garage’s copy. This reserves your right to pursue the matter further while getting your vehicle back.
Step 3: Use Alternative Dispute Resolution
If the garage won’t resolve the issue:
- Motor Ombudsman – If the garage is a member, you can escalate to The Motor Ombudsman
- Trade association – Check if they belong to a body like the Retail Motor Industry Federation
- Consumer mediation – Some services offer free or low-cost mediation
Step 4: Report to Trading Standards
If you believe the garage has committed fraud or engaged in criminal conduct:
- Contact Citizens Advice – They can refer your case to Trading Standards
- Report via the Citizens Advice consumer helpline: 0808 223 1133
Trading Standards can investigate businesses suspected of fraud, misleading advertising, or unfair practices. While they can’t get you compensation directly, they can take enforcement action.
Step 5: Small Claims Court
If other options fail, you can take the garage to court:
- Small Claims Court – For claims up to £10,000 in England and Wales
- No solicitor required – The process is designed for individuals
- Court fee – Varies based on claim value (starting from around £35)
- Time limit – You have 6 years from the date of service to bring a claim
What You Can Claim
- Refund of charges – For work done badly or not at all
- Cost of corrective repairs – What you paid another garage to fix the problem
- Compensation for damage – If the garage damaged your vehicle
- Consequential losses – Hire car costs, travel expenses, time off work
What Compensation Can You Get?
Depending on your situation:
- Full refund – If the work was completely inadequate
- Partial refund – Reflecting the difference between what was promised and delivered
- Cost of putting it right – What you paid another garage
- Compensation for inconvenience – Though courts tend to award modest amounts
- Vehicle depreciation – If poor repairs permanently reduced your car’s value
Frequently Asked Questions
What if the garage says I approved the work?
Check what you actually signed. Garages should get explicit approval before doing work beyond the original quote. If they added work without consent, you may not be obliged to pay for it.
Can I refuse to pay if I’m unhappy?
This is risky. The garage may have a “lien” (legal right to keep your car until paid). It’s usually better to pay under protest, get your car back, then dispute the bill afterwards.
What if the garage has closed down?
Recovery becomes difficult. You can still pursue the owner personally if it was a sole trader. For limited companies that have been dissolved, you may be out of luck unless directors acted fraudulently.
Do I need an expert report?
For Small Claims Court, a written assessment from another garage usually suffices. For larger claims, you may need a formal independent expert report.
What if I paid by credit card?
If you paid over £100 by credit card, you may have additional protection under Section 75 of the Consumer Credit Act. Your card provider is jointly liable for breaches of contract.
