Scottish used-car buyers face 'serious financial, practical and emotional harm', investigation reveals

Scottish used-car buyers face “financial, practical and emotional harm”, according to an investigation by Consumer Scotland.

The public body found that while the used car market works well for most buyers, serious issues can arise during and after transactions, significantly impacting consumers.

A survey of more than 1,000 recent buyers of used cars in Scotland found that most have positive experiences and complaints represent a minority of transactions.

However, more than half reported a problem, while 29% said an issue had caused them some form of harm.

Engine and technological faults were among the most frequently reported issues.

Raymond Corstorphine, from Forfar, bought his wife a Range Rover Velar worth more than £26,000. Not long after purchase the safety warning lights came on and issues started to occur.

Raymond explained: “We were out driving when there was a loud bang.

“The car collapsed to the ground and we were bouncing around all over the place. It was quite scary and then when we contacted the car dealer, they said it was out of its 30-day warranty.

“They also said that the Consumer Rights Act did not count in our case. This is after they said it was just wear and tear. It is just hellish. My wife is a nurse and she really needs this car for her work.”

According to Consumer Scotland, there are an average of around 589,000 transactions each year in an industry with a market value of over £9.6bn.

The investigation found that despite consumer rights being strong in theory, they are difficult to enforce.

In separate Advice Direct Scotland data, it was found that independent traders and cars bought at a distance were associated with a higher proportion of serious complaints, including major faults, refusal to resolve problems, misleading descriptions and poor complaint handling.

Simon Burns bought a Honda CRV for nearly £3,000, which was transported from Middlesbrough to Argyll and Bute.

He began to notice issues immediately.

The site manager said: “When I got in and started the engine, the warning lights came on. I had a mechanic friend check the car over and he spotted that the exhaust was split in two.

“The power steering fluid was low and there was also a noticeable power steering leak underneath the car. They never sent me any paperwork about the warranty. To add insult to injury, they accused me of deliberately damaging the car.

“The clutch seems ridiculously high and the car starts juddering at about 40 miles per hour. I don’t feel safe in the car and don’t want it but the trader refuses to accept that and has also refused to refund the delivery charge.”

Recommendations made to Scottish and UK Governement

Consumer Scotland has made improvement recommendations to a number of bodies, including the Scottish and UK Governments.

It has called for the existing licensing system in Scotland to be strengthened, while enforcement needs to keep pace with the modern market, including online and distance sales.

Practical information on rights, remedies, warranties, finance responsibilities and distance sales needs to be clarified for both consumers and traders.

Finally, Consumer Scotland has called for complaint routes to be more visible, trusted and easier to use, particularly where disputes involve independent traders.

Chief executive of Consumer Scotland Sam Ghibaldan said: “Our recommendations provide clear solutions to improve the market.

“Clearer information should reduce avoidable disputes, stronger standards should improve trader practice and more accessible redress should help consumers resolve earlier when faults arise.

“A fairer used-car market in Scotland should be one where consumers can make informed choices, traders meet clear standards, and people have practical routes to resolve problems when things go wrong. This report is an important step towards that goal.”

The Scottish Government says it welcomes the report into the challenges consumers face in Scotland’s used car sector.

A spokesperson said: “The government’s advice to anyone looking to purchase a second-hand car is to use a reputable dealer as this method provides consumers with additional recourse options as opposed to purchasing from a private seller or at an auction.

“Advice bodies consistently have high levels of complaints related to second-hand car purchases therefore anything that can be done to protect consumers is welcomed. We look forward to working with Consumer Scotland on the recommendations within this report.”