Introduction

When a commercial vehicle repair goes wrong, the cost is rarely limited to the invoice. For fleet operators, a failed repair can lead to vehicle downtime, missed deliveries, repeat faults, safety risks, and serious operational disruption. This is why repair decisions should never be based solely on price. They sit within a wider framework of safety, compliance, uptime, and long-term fleet value, as explained in our pillar guide:

→ Should you repair or replace your damaged fleet van?

This guide focuses on one specific part of that decision chain: the statutory safeguards and practical remedies available when professional commercial vehicle repairs do not meet the required standard.

Editor’s note: This guide delivers general UK legal guidance for fleet operators and does not constitute formal legal advice.

Consumer vs business repair contracts

Consumer repairs (private motorists)

Private vehicle owners are protected by the Consumer Rights Act 2015. Repairs must be carried out:

• With reasonable care and skill
  
  
• Within a reasonable time
  
  
• At a reasonable price
  
  

Private vehicle owners are protected by the Consumer Rights Act 2015 (CRA).  When a garage is contracted by a consumer, the CRA implies that services must be carried out with reasonable care and skill, within a reasonable time and for a reasonable price.  If the work is poor or creates new problems, consumers can demand a repeat performance (free re‑repair) or a price reduction.  They can also claim compensation for related losses such as hire vehicle costs.  The CRA also makes written quotations binding and requires that any information given about the service is honoured

Business-to-business repairs (fleet operators)

Fleet repairs are usually business-to-business transactions. This means the Consumer Rights Act will not generally apply.

Instead, fleet operators rely on three main sources of protection.

Sale of Goods Act 1979 (SGA)

If you purchase parts or vehicles, the goods must still be:

• Of satisfactory quality
  
  
• Fit for their intended purpose
  
  

Suppliers may attempt to exclude these implied protections, but the Unfair Contract Terms Act 1977 (UCTA) allows exclusions only where reasonable.

Supply of Goods and Services Act 1982 (SGSA)

For repair and servicing contracts, the SGSA implies that work must be completed:

• With reasonable care and skill
  
  
• Within a reasonable time
  
  
• For a reasonable charge
  
  

Businesses can sometimes contract out of these implied terms, but again, only where exclusions meet the UCTA reasonableness standard.

Your individual fleet contract

Many fleet maintenance or accident repair agreements include specific service standards, time‑to‑repair expectations, remedies for poor workmanship and dispute‑resolution procedures.  Always check contract terms before authorising repairs; they may provide stronger remedies than the statutory minimum.

What you can expect from a professional repair

Even in B2B fleet contracts, repairers are generally expected to meet the standard of a competent professional garage.

Reasonable skill and care

A repair that introduces faults or fails to restore the vehicle properly may amount to a breach of contract.  Under both the CRA (for consumers) and SGSA (for businesses), services must be performed with reasonable care and skill.  If negligence is suspected, an independent engineer or an accredited Vehicle Damage Assessor (VDA) can provide evidence of what was agreed, what was delivered, and how the work fell below acceptable professional standards.  The Motor Ombudsman notes that technical evidence from an independent source – ideally a qualified assessor who provides a written report – can tip the balance in a dispute

Reasonable time and reasonable cost

Repairs should be completed within a timeframe appropriate to the job.

Unreasonable delays, unexplained storage time, or missed completion dates may entitle recovery of consequential losses, such as replacement hire costs.

Quotes vs estimates

Fleet operators should be clear about pricing terms:

• A quote is fixed, and should not be exceeded without agreement
  
  
• An estimate is approximate, but final charges must still remain reasonable
  
  

Significant increases without warning can often be challenged.

Additional unauthorised work

Garages should not carry out extra work without approval.

If work is completed without authorisation, you may not be obliged to pay for it.

Damage while the vehicle is in the garage’s care

If a commercial vehicle is damaged, vandalised, or items are stolen while in the garage’s custody, the repairer may be responsible for compensation.

This will depend on the circumstances and contract terms, but liability often rests with the party in possession.

Withholding payment (and lien risk)

You may be able to withhold payment for defective or incomplete work, but you should usually pay for any portion of the work you accept.  Garages can exercise a lien – the right to retain the vehicle until payment is made – so if the vehicle is urgently needed, you can pay under protest and pursue the dispute separately.

To compare those thresholds clearly, see:

→ Should you repair or replace your damaged fleet van?

Card payments and chargeback schemes

Section 75 Consumer Credit Act protection mainly applies to consumers, not fleets.

However, some business card providers offer voluntary chargeback processes. Check directly with your issuer.

The power of independent evidence

In a B2B dispute, the burden of proof rests with the fleet operator. You must demonstrate that work was not carried out with reasonable care and skill.

A verbal complaint is rarely enough to succeed in court or in an ADR case. This is where an independent Vehicle Damage Assessor (VDA) becomes your most valuable asset.

A VDA provides:

• Technical authority through an expert report that carries weight in disputes
  
  
• Safety verification, identifying shortcuts affecting ADAS, structural welds, or critical systems
  
  
• Rectification cost clarity, showing precisely what it will take to correct the repair
  
  

Without independent written evidence, most fleet repair disputes become your word against the garage’s.

For more on how accredited assessments protect your liability, see:

→ [Why fleet operators should insist on accredited VDA assessments]

Remedies and dispute resolution options

If repairs fail to meet contract standards, fleet operators may have several escalation routes.

Claiming damages

The aim of contract damages is to restore your business to the position it would have been in if repairs had been completed correctly.

Recoverable losses may include:

• Cost of correcting the repair
  
  
• Hire vehicle costs
  
  
• Lost operational revenue
  
  
• Staff time and disruption
  
  

Fleet operators must also mitigate losses where possible.

Making a formal complaint

Always raise issues in writing and include:

• Photos and evidence
  
  
• Inspection or VDA reports
  
  
• Contract references
  
  
• The remedy sought (refund, rework, compensation)
  
  

Keeping a clear audit trail is critical.

Alternative dispute resolution (ADR)

If the garage is accredited, ADR may be available through:

• The Motor Ombudsman Service and Repair Code
  
  
• The National Body Repair Association (NBRA)
  
  

ADR is often faster and lower cost than litigation.

Court action

If disputes cannot be resolved, fleet operators may sue for breach of contract.

• Claims under £10,000 generally proceed via the small claims track
  
  
• Higher-value disputes may go to fast-track or multi-track routes
  
  

Before issuing proceedings, a formal Letter Before Action should be sent.

Fleet operator best practice (prevention)

The best way to avoid repair disputes is through governance and documentation:

• Use accredited repairers: The Motor Ombudsman Service and Repair Code, a CTSI‑approved code introduced in 2008, commits garages to open, transparent and fair business practices, ensures work is completed as agreed, requires competent staff, transparent pricing and invoices matching quoted prices, and provides straightforward complaints procedures.  The NBRA Consumer Code of Practice similarly sets standards and requires members to comply with it and to offer ADR

• Negotiate clear contractual performance standards: Ensure your contracts specify service levels, time‑to‑repair expectations and remedies for breach.

• Retain documentation: Keep work orders, invoices, reports and before/after images.  Well‑kept records will support your case if problems arise.

• Act immediately when faults are discovered: Delays can undermine your position.  Engage independent VDAs early when workmanship is disputed; independent reports provide robust evidence.

• Duty‑of‑care obligations: Work vehicles are legally considered workplaces.  Employers must manage health and safety risks for employees who drive as part of their job.  Unsafe or substandard repairs may therefore raise wider compliance concerns.

Conclusion

A failed commercial vehicle repair can create serious disruption for fleet operations, affecting uptime, safety, and long-term cost control.

Although consumer protections may not apply in business fleet contexts, UK law still provides important safeguards through:

• Implied standards of reasonable care and skill
  
  
• Contractual remedies for breach
  
  
• Dispute resolution routes and recoverable damages
  
  

By insisting on accredited repair standards, upholding clear contractual terms, and properly documenting decisions, fleet operators can reduce disputes and take effective action when repairs fall short.

At WCC, we support fleet managers with evidence-led repair assessment, accredited damage inspection, and compliant return-to-road standards, ensuring that repair decisions remain both operationally sound and legally defensible.

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