If a dealer has not carried out a safety recall repair on your car, do not wait indefinitely. Book the repair in writing, keep a record of every attempt, then contact the manufacturer, which issues the recall and can explain what it involves. If the manufacturer does not resolve the matter, you can report a serious safety defect to the Driver and Vehicle Standards Agency (DVSA). For a complaint about the dealer itself, the Citizens Advice consumer helpline can advise you and pass information on to Trading Standards.
How do I confirm the recall is still open?
Start by checking the car on the free GOV.UK recall checker, using its registration number. According to GOV.UK (DVSA), the check shows safety recalls that have not been checked or fixed, together with the car’s MOT history. If you do not know the registration number, you will need the manufacturer, model and year of manufacture instead. Recalls for reasons other than safety are not listed there, because the manufacturer contacts owners directly about those.
Keep the recall reference from any letter, plus the date and the name of the person you spoke to at the dealer. If the dealer says the work is done but the checker still shows the recall as open, ask the dealer for the invoice or work record in writing, then pass it to the manufacturer when you contact it. Print or save the checker result before you make contact, so you have a dated record of the position.
Why should you contact the manufacturer first?
The recall letter is the manufacturer’s notice. According to GOV.UK (DVSA), owners are usually sent a letter explaining why the vehicle has been recalled, what to do next and who to contact. That makes the manufacturer’s customer service the right place to escalate a repair that has stalled, because it can book the work with another workshop, confirm what the recall requires or arrange a replacement part.
Write to the manufacturer rather than phoning only. Include the registration number, the recall reference, the dealer’s name, the dates you asked for the repair and what the dealer told you. Ask for a repair date in writing and for an explanation if the work has not been done. Keep copies of everything you send and receive.
You will usually not have to pay for repairs or parts under a safety recall. If anyone asks you to pay for recall work, ask the manufacturer to confirm in writing whether a charge applies before you agree to anything.
When should you report a defect to DVSA?
GOV.UK says to report a serious defect to the manufacturer immediately, and to contact DVSA if you are not happy with how the manufacturer is dealing with your report. A serious safety defect is, in GOV.UK’s words, something about the way the vehicle is designed or made that is likely to cause injury or death, or that happens suddenly and without warning.
Have the following ready before you use the online ‘Report a defect’ form linked from GOV.UK: the registration number, make and model, year of manufacture, current mileage, engine type and gearbox type. Add photos of the defect if you have them. If you are missing any vehicle details, DVLA can help you find them. DVSA will investigate the issue with the manufacturer and tell you what action is being taken. The GOV.UK page does not set a timeframe for DVSA’s work, so keep your own record of dates and replies.
Do not confuse a recall with a fault. According to GOV.UK (DVSA), faults that could make a vehicle unsafe later, or that mean it no longer meets the legal standard, have to be registered with DVSA. You may receive a letter from the manufacturer explaining the fault. You usually do not pay to have a fault fixed. You do not have to act, but a fault left unfixed could become unsafe or cause the vehicle to fail its MOT.
How do I complain about the dealer?
If the dealer refuses to book the work, keeps delaying, or you believe the car was sold to you with an open recall and it will not be put right, raise it with the service manager in writing first. Say what you want done and by when. Keep a log of dates, names and what was said.
If the dealer still does not act, contact the Citizens Advice consumer helpline on 0808 223 1133. It is open Monday to Friday, 9am to 5pm, closed on bank holidays, and calls from mobiles and landlines are free. Have the trader’s name and address ready. Advisers can pass information about complaints on to Trading Standards, but you cannot make that referral yourself, so the helpline is the route to use.
Can I keep driving the car until it is fixed?
GOV.UK states that you are legally responsible for making sure your vehicle is kept in a safe condition and is safe to drive whenever you drive it. Driving a vehicle in a dangerous condition can bring a fine of up to £2,500, a driving ban and 3 penalty points.
Before you drive, read the recall letter or the manufacturer’s notice again. If it says not to drive the car, or the defect affects braking, steering, airbags, the fuel system or the tyres, do not drive it. Arrange another way of getting around and ask the manufacturer in writing what it can offer while the repair is outstanding.
An unfixed safety recall could affect an insurance claim you make, according to GOV.UK (DVSA). Check your policy wording and speak to your insurer if you are unsure whether your cover is affected.
In what order should you take these steps?
- Confirm on the GOV.UK checker that the safety recall is still open, and save the result.
- Get a repair date from the dealer in writing, or a written reason for the delay.
- Write to the manufacturer’s customer service with the full record.
- If the manufacturer’s response is unsatisfactory, report the serious safety defect to DVSA.
- If the dealer’s conduct is the problem, complain in writing and then contact the Citizens Advice consumer helpline.
Stop at any step once the repair is booked and completed, and keep the paperwork.
What records should you keep for your next MOT?
Keep every letter, email, invoice and booking confirmation for the recall, together with the dates and names from each contact. The registration number is what links the checker, the MOT history and the manufacturer’s records, so keep it written down with your paperwork.
In England, Scotland and Wales, your MOT certificate may also tell you whether the vehicle has been recalled for a safety reason, depending on the manufacturer. Check the certificate at each MOT and compare it with the GOV.UK checker. If the recall is still open at that point, take the paperwork to the manufacturer and do not assume the MOT has dealt with it.
Frequently asked questions
Can I sell a car that still has an open recall?
You can, but the recall stays open until the repair is done. Tell the buyer about it and show them the GOV.UK checker result, so they can see the open safety recalls for themselves.
What if the car was bought privately and I never received a recall letter?
The manufacturer may not hold your details, in which case no letter is sent. Check the car on the GOV.UK checker with its registration number, then contact the manufacturer directly with the vehicle details and ask it to update its records to your name.
How do I find the right recall phone number for my car?
Go to the manufacturer’s official website and look for its recall or owner support page for your model. Numbers in old letters or online forums may be out of date, so use the contact details on the official site.
