We’re sorry you’re having problems with your vehicle. Get in touch as soon as you spot a fault, and we’ll look at your options. What we can do depends on how long you’ve had the agreement:

• In the first 30 days: You can ask to reject the car or ask for it to be repaired. We’ll raise this with the partner, who can speak to the dealer for you.

• From 30 days to 6 months: The dealer gets one try to repair or replace the car. If that doesn’t fix it, you can reject the car. We can raise this with the partner, who can speak to the dealer for you.

• After 6 months: You’ll need to show the fault was there when you got the car. Send us anything that helps show this, such as repair invoices, mechanic reports or photos, and we’ll look into it.

Normal wear and tear isn’t classed as a fault. For example, worn tyres or brake pads on a used car wouldn’t usually be covered.

Yes. We encourage you to keep paying unless we agree otherwise. Stopping payments could affect your credit file. If the fault is making things hard, get in touch and we can explore payment arrangements.

Yes, you can contact the partner and the dealer beforehand. If you don’t feel comfortable discussing this with the partner, get in touch with us here and we can reach out to them on your behalf.

• Within 5 days: we’ll acknowledge your complaint.

• In between: we’ll investigate your complaint with the partner, who can liaise with the dealer. We’ll keep you updated throughout.

• Within 8 weeks: you’ll get our final response.

Fill out an online form with your contact details and and someone will get back to you in 10 working days.

Write to us at: The Complaints Team, 66 City Road, EC1Y 1BD.