Under the Consumer Rights Act 2015, garage work must be carried out with reasonable care and skill, at a reasonable price, and within a reasonable time. Proving it wasn't is entirely about what you documented along the way.
Before the work starts
Get the diagnosis in writing, not just verbally over the phone. Ask for a written quotation before authorising any work — verbal "it'll be about £X" estimates are exactly what gets disputed later when the final bill is higher.
Authorisation and any changes mid-job
If the garage finds something else once the car is open and wants to charge more, that's a new authorisation point — get it confirmed in writing (text or email) before they proceed, not after the invoice arrives.
After the repair
Keep the itemised invoice (parts and labour broken out, not a single lump figure), and if a new issue appears afterwards — especially one connected to the area just worked on — photograph it and get an independent second opinion before going back to the original garage, so you have evidence beyond their own assessment of their own work.
Escalating the complaint
Start with a written complaint to the garage referencing the Consumer Rights Act 2015 standard of "reasonable care and skill." If unresolved, garages registered with a trade body (such as the Motor Ombudsman's accredited scheme) may offer alternative dispute resolution before small claims becomes necessary.
Sources
Related Kibbo Tools
- Vehicle Repair & Service Evidence Pack — capture diagnosis, quote, authorisation and outcome in one place.
- Vehicle Repair Dispute Generator — draft the formal complaint once your evidence is organised.