All vehicles from FOW come with a 30-day warranty. If you experience any issues within this period you must report this to us within 48 hours of noticing the problem.

Have you purchased an RAC Warranty?

If your new car has developed an issue and you purchased an RAC Warranty from FOW, please contact the RAC to book in with an Approved Repairer.

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Exclusions:

• All Glass (including lamps and bulbs)
• Accidental Damage, Vandalism or Use of Incorrect Cleaning Products / Machinery
• Tyres due to punctures, incorrect inflation or misuse
• Catalytic Converters due to the use of incorrect fuel
• Interior Instrumentation, Mouldings, Seating and Audio Equipment
• Aftermarket Equipment or Accessories not fitted by FOW

You must report the fault within 48 hours of noticing it. Contact Fords of Winsford’s aftersales team to discuss the issue and next steps.

How to Report a Problem:

You can contact us using any of the following methods:

📞 Phone: 01606 812345 (option 2) Monday - Friday: 9am - 5pm

📧 Email: [email protected]

📝 Online Contact Form: Complete one of the forms on this page.

What Happens Next:

1. Provide Details: please provide as much information as possible;
   • Name
   • Registration
   • Collection Date
   • Issue Date
   • Details of Issue i.e. warning lights, unusual noises (how often the noise is happening and location of noise) or any other issues
   • Supporting Evidence i.e photos / videos
   • Preferred Contact - phone or email
2. Case Logging: if you email or us complete a contact form, we’ll log your case and confirm the issues with you via phone or email.
3. Next Steps
   • Our team will contact you to advise the best next steps to take with your vehicle
   • If FOW is busy we will advise to book in with a Local VAT-Registered Garage - PLEASE NOTE - do not book in with another garage without the authorisation of FOW, this is in breach of our terms and the cost will not be covered
   • Our team will continue to liaise with you until the repair is complete - PLEASE NOTE - if we do not hear from you for 14 days, FOW will deem the case to be closed.

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My Car Cannot Be Driven - What Happens Next?

If your car has a major issue that prevents it from being driven, contact us immediately - no later than 48 hours after the problem arises.

1. Case Logging: We’ll confirm the issue and gather details about the problem (e.g warning lights and noises)
2. Vehicle Recovery & Diagnostics:
   • If necessary, we'll try to arrange for your vehicle to be collected for inspection
   • Depending on availability, your car is brought to FOW or advise a Local Repairer for an initial diagnosis.
   • If you have purchased an RAC Warranty, please contact RAC Breakdown and they will recover you to your nearest Approved Repairer.
3. Next Steps:
   • Our team will keep liaising with you throughout the process of repair on your vehicle, if your vehicle is with a Local Repairer we will liaise with the Repairer on your behalf

Important: Repairs completed by an external repairer and not FOW are covered by the repairer’s warranty.

You need to check with the manufacturer’s main agent to confirm if any remaining manufacturer’s warranty applies to your vehicle.

No, imported vehicles may have different warranties and specifications compared to UK-supplied vehicles. You should verify these details with the manufacturer.

The following are excluded:

• Glass components (including lamps and bulbs)
• Accident damage or vandalism
• Tyres (due to punctures, incorrect inflation, or misuse)
• Catalytic converters (if damaged due to incorrect fuel usage)
• Interior components (like seating, mouldings, and audio systems)
• Aftermarket accessories (unless fitted by Fords of Winsford)

If an issue falls outside the warranty coverage, you may need to arrange for repairs independently. Fords of Winsford may offer advice on repair options.

Yes, FOW offers RAC Extended Warranties for 1,2,3 or 4 years at an additional cost. This needs to be purchased at the point of sale or within 1 Month after collection of your new vehicle.

Firstly you must notify FOW if you have an issue with your new vehicle, within 48 hours of the problem occurring.

Next Steps:

• FOW will confirm with you if you can use a local repairer of your choice
• Any repair work must be authorised by FOW before proceeding
• FOW has the right to nominate a repairer for the work
• If the claim is valid, FOW will pay the repairer directly after a diagnostics check.

PLEASE NOTE - if any work is completed prior to FOW’s authorisation, this will be in breach of our warranty terms and the cost will not be covered.

• FOW Warranty Coverage: Any cases logged within the first 30 days of purchase is covered by FOW
• Ongoing Communication: To keep the case open, you need to keep FOW updated with ongoing communication
• Case Closure after 14 Days: If there is no contact or updates on the case for 14 days, it will be considered closed.

If you experience an issue with your new car within the 30-day warranty period, please notify us within 48 hours of the problem arising.

• If your vehicle is still covered by the Manufacturer's Warranty, you can take your vehicle directly to a franchise dealership for repairs under the warranty
• If your vehicle is no longer covered by the Manufacturer's Warranty, FOW reserves the right to handle the repair, including the initial investigation

If the claim is valid, and the car needs to go back to the Dealership, FOW will liaise directly with the franchise dealership and cover the associated costs

IMPORTANT: Any work completed by an external repairer will not be covered by FOW Warranty and will be by the warranty provider by that repairer.

If you go ahead with a repair which has not been authorised by FOW, it will breach the warranty terms and the cost will not be covered.

Whilst FOW do obtain a small fleet of courtesy cars, they are subject to availability. We’ll do our best to handle requests while assessing eligibility on a case-by-case basis.

IMPORTANT - Courtesy cars are not guaranteed and won’t be supplied on a like-for-like basis.

Exceptions apply, for example, if you have an automatic license only. We’ll be happy to confirm this with you.

Usage & Restrictions

• The courtesy car is for personal use only
• If you require to add an additional driver to the courtesy car, they must live at the same address
• It cannot be used for hire, racing, speeding tests or off-roading

Cost & Insurance

• The vehicle is provided free of charge while your car is being repaired
• Complimentary fully comprehensive insurance is included
• If you’re at fault in a collision, there is a £1,000 excess on the policy

Liability

• You are responsible for costs arising from improper use (i.e. wrong fuel, ignoring warning lights, damaging bodywork)
• The vehicle should be returned clean and with the same amount of fuel you took the car away with or a fee may be applied
• You are also responsible for fuel costs, parking charges, toll charges, fines and motoring offences.

No Smoking or Vaping

• Smoking or vaping in the vehicle is not permitted at any time.

If you have purchased an RAC Extended Warranty, you can make a claim directly with the RAC here

The Consumer Rights Act 2015 is a significant piece of legislation in the UK that provides protection for consumers, including in the purchase of used cars. Under this law, when buying a used car from a dealer (not a private seller), the following rights apply:

Key Rights for Used Cars under the Consumer Rights Act 2015:

1. The Car Must Be of Satisfactory Quality:
   • The car should be of a standard that a reasonable person would consider satisfactory, taking into account factors like age, mileage, and price.
   • For example, if a car is quite old and has high mileage, a buyer would not expect it to be in perfect condition, but it should still be safe and usable.
2. The Car Must Be Fit for Purpose:
   • The car should be suitable for the purpose it was bought for. If you bought the car for commuting, for instance, it should be able to perform this task effectively.
3. The Car Must Match the Description:
   • If the car is advertised with specific features, performance specifications, or other claims (e.g., "low mileage," "recently serviced"), it must match the description provided by the seller.

Remedies under the Act:

If the car doesn't meet these requirements, you have the right to:

• Reject the Car:
  • If the defect is discovered within the first 30 days of purchase and is deemed to have been there at the point of sale, you can reject the car and get a full refund.
• Request a Repair or Replacement:
  • If the defect is found after 30 days but within six months of purchase and is deemed to have been there at the point of sale, you can request a repair or a replacement.

Key Considerations:

• Private Sellers: The Consumer Rights Act 2015 doesn't apply when purchasing a used car from a private seller, only when buying from a dealer.
• Additional Warranty/Guarantees: If the seller offers a warranty or guarantee, it must meet the legal requirements set out by the Consumer Rights Act, but the buyer is still entitled to statutory rights under the law, such as the right to a refund, repair, or replacement.
• Used Car Limitations: It's essential to remember that the law takes into account the age and condition of the car, so expectations for a used car will differ from those for a new one.

We’re sorry you have a complaint. If your dissatisfied with any aspect of your experience then you can reach out to us using the contact methods below:

FOW Winsford

The FOW Preparation Standard is our commitment to you. Quality vehicles prepared to a quality standard. You’ll find a breakdown of what’s included in our Preparation Standard below.

Mechanical

• A minimum 3 month MOT.
• A vehicle service if it’s due within 2,000 miles or 3 months. Note - if the car has the balance of manufacturers warranty we’ll complete this in line with manufacturer recommendations. If the vehicle is outside of the manufacturers warranty we’ll only complete an oil service.
• Perform a vehicle diagnostic check and ensure no warning lights are illuminated.
• A 12v battery check.
• Inspect brake discs and pads for wear and replace discs that are weakened.
• Perform an air conditioning check ensuring the system is fully operational.
• Inspect the cooling system ensuring no leaks are present.
• Cambelt to replaced if the vehicle is 8 years old or has 80,000 miles. Note - the manufacturer schedule will supersede this if the recommended interval is longer.

Tyres

• Tyres have a minimum of 2.6mm tread across the central ¾.
• Any tyre with cuts or cracks where the cords are exposed will be replaced.
• Any tyre with bulges in the sidewall will be replaced.
• Tyres over 10 years old will be replaced.
• Any tyres with distortion will be replaced.

Note: Replacement tyres will match the manufacturers specification, speed rating and load index. Replacement tyres won’t necessarily match those on the same axle (unless the vehicle is a 4×4 (all-wheel drive). Any Summer, Winter or All-Season tyre will be axle matched.

Valet

• Every vehicle will be decontaminated with a traffic road film (TFR) application, wash & wax, alloy wheel treatment, interior clean and tyre dressing on arrival.
• Before collection or delivery, we’ll repeat the wash and wax application, interior clean and tyre dressing while also hand polishing the exterior bodywork.
• Minor scratches will be improved where possible. Note - removal is not guaranteed and some age related marks might still be present.

Note: Your new car will not be valeted, but we will follow the steps above and re-clean the car ensuring it’s presentable and ready for you to enjoy right away.

Standard items

• A tyre inflation kit, or spare wheel will be supplied with the car. Note - If the car has run flat tyres then a tyre inflation kit or spare wheel will not be supplied.
• Safety recalls are identified and rectified prior to collection or delivery.

Note: Standard operating items are not always guaranteed e.g. satellite navigation SD cards, media charging cables, umbrella’s, storage boxes and nets, warning triangles, first aid kits, floor mats, boot liners, handbook packs and service books.

Petrol, Diesel and electric car charge level

• Petrol, diesel and hybrid vehicles will have a minimum range of 20 miles. Note - The fuel light may be illuminated
• Electric cars will have a minimum 50% charge.