If you were introduced to Autolend by a broker and are experiencing issues with your vehicle, notify your broker that the vehicle seems to be faulty so that they can investigate the matter for you. You would also need to notify us once you have spoken with your broker so we can keep a record of when you made contact.
Please note that the Consumer Rights Act 2015 gives you the right to ask for a full refund in the first 30 days after buying any product that proves to be faulty, including vehicles. If you believe there is a fault, you may need to provide evidence of this.
If a problem is found after 30 days, but within six months of purchase, you can request the vehicle be repaired. At this point, it is the responsibility of the seller of the car to prove the fault wasn’t present when it was sold; if they can, you would be unable to reject the vehicle.
When it comes to repairs, the dealer is entitled to try and fix the fault. If the fix doesn’t work, you are entitled to then reject the vehicle. Please note that any usage of the vehicle will be taken into account and the funds paid to us by the dealership will be adjusted accordingly. If the funds paid to us are less than the amount required to clear the balance on your account, this may mean that you are liable to cover the shortfall.
If a fault appears after six months of ownership, you would need to prove the fault was there at the time of purchase. To do that, you will likely need to have an expert examine the car or get a diagnostic report.
We have a 14 day cancellation period where if you notify us within 14 days of picking up the vehicle, we only require the loan amount to be returned to us. We require the funds to be returned to us within 30 days from you notifying us that you would like to cancel the agreement.
Outside of the cancellation window, this becomes a settlement, where any interest that has accrued, alongside the loan fee, becomes payable. Please note that if any repairs take you outside of the 14 day cancellation period, this would still be considered a settlement. We would therefore recommend that you contact us in the first instance that you are experiencing issues with the vehicle.
Should you have any difficulty exercising your rights as outlined above or are unhappy with their response, please contact complaint@autolend.co.uk so we can investigate this further for you.