Every vehicle purchased from FOW is supplied with a 30-day warranty as standard. Additionally, you have the option to extend your warranty for a further 1, 2, 3 or 4 years either before, or during this 30 day period.

If you experience an issue within the first 30 days then you’ll need to tell us within 48 hours of either the problem occurring, or you noticing the problem.

Purchased an RAC Warranty?

If your new car has developed an issue then you’ll need to contact the RAC to book in with an Approved Repairer. You can sign in, or register for Assurant Vehicle Care (RAC), or alternatively chat to their team on the phone - 0330 100 3728.

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FOW 30-day warranty exclusions:

• All glass - including lamps and bulbs
• Accidental damage, vandalism or use of incorrect cleaning products and/or machinery
• Tyres - including punctures, incorrect inflation and misuse
• Catalytic converter failure due to the use of incorrect fuel
• Interior Instrumentation, mouldings, seats and In Car Entertainment (ICE)
• Aftermarket equipment or accessories not fitted by FOW
• Batteries, including 12v batteries and key fob/card batteries

If you experience a fault within the first 30 days then you must report this to our Aftersales team within 48 hours. This will be within 48 hours of the issue occurring, or you noticing the fault. Our team will discuss next steps towards a solution.

You can reach out to our team using the details below.

FOW Winsford

Phone: 01606 861 234 (option 2) Monday - Friday 9am - 5pm

Email: [email protected]

Online: Complete one of the forms on this page

FOW Manchester

Phone: 0161 672 9470 (option 2) Monday - Friday 9am - 5pm

Email: [email protected]

Online: Complete one of the forms on this page

Top tips!

Provide as much information as possible. The more, the better as this helps us build a case and present the most suitable solution. We’ll need the following as a minimum.

• Your name
• Registration
• Collection date
• Date the issue occurred, or the date you noticed the problem
• Details of the issue - e.g. warning lights, unusual noises, vibrations, smoke. Be specific, what colour is the smoke, how often does the noise happen?
• Photos or video
• Preferred contact - phone or email

What happens next?

• We’ll log your case and confirm next steps with you over the phone or email.
• Next, we’ll confirm where to take the car for diagnosis. This could be at an FOW workshop (subject to availability) or a local VAT registered repairer. Always wait for our team to confirm this directly with you. Any repair completed, including parts and labour without prior authorisation will not be covered.

Finally, we’ll liaise with the repairer directly to determine warranty coverage, payment where applicable and outcome. We’ll be in touch to confirm this with you.

If we don’t hear from you for 14 days we’ll deem the case as resolved and closed

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My car cannot be driven - What happens next?

Don’t worry, if your car has a major issue then tell us immediately - remember no later than 48 hours after the problem arises. Major faults are issues that prevent your car from being driven, or make it unsafe to be driven.

• We’ll log your case and collate all the information as above, e.g. details of the issue, photos/video etc. Remember, the more detail you provide the better!
• Arrange vehicle recovery and diagnostics - this is subject to availability and may be an FOW workshop, or local VAT registered repairer. If you have purchased an RAC extended warranty then you’ll have access to their breakdown services. Contact the RAC directly and they’ll recover your car to the nearest approved repairer to you.

1. 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.
2. 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)
• Batteries, including 12v batteries and key fob/card batteries

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.
• All repair work must be authorised by FOW before proceeding.
• FOW maintains the right to nominate a repairer to complete the required work.
• If your claim is valid, FOW will pay the repairer directly following a diagnostics check.

All repairs require authorisation from FOW. If you approve a repair without prior authorisation, all associated costs including parts and labour will not be covered.

• FOW Warranty Coverage: All cases logged within the first 30 days of purchase are covered with FOW.
• Ongoing Communication: To keep the case open we require regular communication and timely updates.
• 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 first 30-days (FOW 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 your 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.

All repairs require authorisation from FOW. If you approve a repair without prior authorisation, all associated costs including parts and labour will not be covered.

Whilst FOW do operate a fleet of courtesy cars, they are subject to availability and cannot be guaranteed. We’ll do our best to handle requests and assess eligibility on a case by case basis.

IMPORTANT - Courtesy cars are not guaranteed and cannot 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.

Courtesy cars can be supplied for personal use and are subject to availability. We cannot guarantee availability and usage is subject to acceptance of the terms and conditions below.

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 £2,000 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, or by calling 0330 100 3728.

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

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

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 such as the vehicle age, mileage, and price.
• For example, if a car is older or has a high, or above average mileage, a buyer would not expect it to be in perfect condition. However the car should still be safe and usable.

The Car Must Be Fit for Purpose:

• The car should be suitable for the purpose it was bought for. If you purchased a car for commuting for instance, it should be able to perform this task effectively.

The Car Must Match the Description:

• If a vehicle was 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:

• Hire or Reward and Business use: The Consumer Rights Act 2015 doesn't apply when purchasing a used vehicle for business use or B2B transactions. This includes, but is not limited to use as a taxi, delivery vehicle or chauffeur service.
• 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 you are dissatisfied with any aspect of your experience then you can reach out to us using the contact methods below:

FOW Winsford

Customer Service Department

Wharton Retail Park, Weaver Valley Road, Winsford, Cheshire, CW7 3AL

Telephone: 01606 861 234

Email: [email protected]

FOW Manchester

Customer Service Department

Barton Dock Road, Manchester, M41 7TB

Telephone: 0161 672 9470

Email: [email protected]

If your complaint is about a regulatory, insurance, or finance product then please use the following contact methods.

FOW Winsford

Regulatory Complaint

Stephen Chappell

Wharton Retail Park, Weaver Valley Road, Winsford, Cheshire, CW7 3AL

Telephone: 01606 861 234

Email: [email protected]

If you have a complaint regarding FCA regulated activities, these include finance or insurance products then you can contact our regulatory department, or speak to Automotive Compliance directly.

Automotive Compliance Ltd can be contacted via post, telephone or email:

Regulated Complaints Post

Automotive Compliance Ltd

The Factory, 44 Alfred Street, Gloucester, GL1 4DD

Telephone: 01452 671 560

Email: [email protected]

If we cannot resolve your compliant within 8 weeks, you may refer your dispute to the Financial Ombudsmen Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123. Alternatively you can visit their website at www.financial-ombudsmen.org.uk

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.

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.