Big Motoring World Faces Customer Complaints Over Used Cars
Big Motoring World, one of the UK’s largest used car retailers, has come under the spotlight after several BBC Watchdog viewers reported difficulties returning faulty second-hand cars shortly after purchase. While the company has defended its process and efforts to resolve issues, two recent cases highlight the challenges some customers face when trying to exercise their rights under the Consumer Rights Act. Here is Big Motoring World Complaints:
Giulia’s Case: Nissan Qashqai Goes Into Limp Mode Just Days After Purchase
Giulia from London purchased a Nissan Qashqai in September 2024 from Big Motoring World’s Wimbledon branch, paying £16,200 including extra options and a 3-year warranty. Just 8 days after driving away, the vehicle suddenly entered limp mode, with an engine management light appearing on the dashboard.
She immediately reported the issue, submitting photographic evidence. Big Motoring World carried out multiple inspections but claimed no faults could be found. Despite this, Giulia lost confidence in the car and no longer felt safe driving it.
The vehicle was later assessed by a Nissan dealership, also chosen by Giulia. It, too, found no issues. Big Motoring World invited her to collect the vehicle and said storage fees would apply. However, the company later waived those charges as a gesture of goodwill.
Despite four separate diagnostics showing no faults, Giulia remained dissatisfied and eventually sold the car at a £4,000 loss.
Gemma’s Case: Faulty Hyundai Tucson Leads to Refund After Months of Frustration
Gemma from Leeds bought a Hyundai Tucson in June 2024, part-exchanging her old car and paying £11,400. Shortly after purchase, she noticed the car vibrated excessively at speeds over 40mph. Concerned, she contacted Big Motoring World, who arranged an independent inspection that confirmed a fault.
However, the issue persisted even after repairs. The company maintained that further checks were needed, and back-and-forth communication stretched for six months.
Eventually, Big Motoring World acknowledged the ongoing inconvenience, accepted the vehicle back, and issued a full refund along with an apology — resolving Gemma’s complaint.
Big Motoring World Responds
In a statement to BBC Watchdog, Big Motoring World said:
“Over the last three years, we’ve sold over 120,000 used cars. Naturally, issues do arise from time to time, and we do our utmost to reach fair resolutions.”
The company pointed to a £5 million investment in customer support in 2024 and its recent commitment to The Motor Ombudsman’s Codes of Practice, as part of its efforts to improve customer service and dispute resolution.
Regarding the cases of Giulia and Gemma, the company noted:
- Gemma’s complaint has been resolved with a full refund and apology.
- Giulia’s case involved multiple diagnostic inspections (including one at a Nissan dealership of her choice), all showing no fault. Though Giulia declined a further extended road test, the company hopes its efforts offer her some reassurance.
What This Means for Used Car Buyers
These cases highlight the importance of knowing your rights when buying a used car:
- Under the Consumer Rights Act 2015, customers have a 30-day right to reject a faulty vehicle for a full refund.
- If a fault appears within the first 30 days, and is confirmed, the dealer is generally obligated to accept the return.
- If a fault can’t be confirmed, disputes may arise — and buyers may need to push for further independent inspection.
Final Thoughts
While Big Motoring World continues to serve tens of thousands of customers each year, these high-profile cases underscore how crucial it is for used car dealers to act quickly, transparently, and fairly when things go wrong. For buyers, it’s a reminder to keep detailed records, report problems early, and know your legal rights.
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