What You Must Tell Customers (Consumer Rights, Estimates, Paperwork)

UK consumer law (Consumer Rights Act 2015 and related rules) applies when you work for a "consumer"—someone acting outside their trade or business. It sets out what you must tell them before they pay, what their rights are if something goes wrong, and what you must put in writing. This guide summarises the main obligations for garages—estimates, written terms, and post-work information. It’s not legal advice; take professional advice if you’re unsure.

1. Pre-contract information (before they’re bound)

Before a consumer is bound by a contract (e.g. before they agree to work), you must give certain information in a clear and durable form: main characteristics of the work, your identity and contact details, price (or how it will be calculated), payment and delivery/collection arrangements, complaint-handling, and (if relevant) warranty conditions. For repairs and servicing, that usually means a written estimate or quote that states what you’ll do, what it will cost (or that it’s an estimate and may vary), and your name, address, and contact details. See how to quote accurately and avoid comebacks for scoping and paperwork.

2. Written contract (after they’re bound)

Once the consumer has agreed, you must confirm the pre-contract information in a written contract (e.g. job sheet, order form, or invoice that incorporates it). They must receive it in good time—usually before or at the time of the contract. Keeping a copy on file and giving them a copy (or access via email/portal) satisfies this if it contains the required info.

3. Quality and fitness for purpose

Work must be done with reasonable care and skill, and (if they’ve made their purpose known) be fit for that purpose. Parts and materials must be as described and of satisfactory quality. If you don’t meet that, the consumer has rights: repair or replacement, price reduction, or (in some cases) rejection and refund. Your own warranty (e.g. "12 months on work") can sit alongside that—it can’t take away their statutory rights. See how to handle comebacks and warranty work.

4. Extra price and additional work

If the final price will be higher than the estimate (e.g. you’ve found extra work), you must tell the consumer and get their agreement before doing it—otherwise you can’t charge more than the estimate. Clear wording on the estimate (e.g. "We’ll contact you before doing any work not covered by this quote") and a habit of calling before doing extra work protect you and the customer.

5. Complaints and dispute resolution

You must tell consumers how they can complain and, if you’re part of a scheme (e.g. the Motor Ombudsman), that they can use it. Having a simple complaints process and pointing to your trade body or ombudsman in writing helps satisfy this and can defuse disputes. See how to deal with difficult or unhappy customers.