I can finally share my Cinch saga…
After months of stress, emails, and persistence, I’ve now finally received a full refund under the Consumer Rights Act 2015. 🥳
I bought a 2017 Vauxhall Mokka X in July last year. After six weeks, while I was on holiday, it broke down with a head gasket issue, engine management light, and other faults. 😭
It took around a month before the car was even admitted into the garage. After six weeks with very little information or meaningful progress, I formally exercised my right to reject the vehicle on the basis that the repair was taking an unreasonable amount of time (despite having a courtesy car from them).
Cinch refused to accept the rejection and directed me to ADR (Alternative Dispute Resolution) with Doncaster Trading Standards.
Later, Cinch and the garage informed me that the car had been repaired and was ready for collection. However, I refused to collect it because I had already rejected the vehicle due to the excessive delay and was waiting for the ADR outcome. They then took away the hire car - fair enough - but I was then left without a car while waiting for the dispute to be adjudicated.
By chance, when putting together my evidence for ADR stage 2, I came across the live dealer repair records in an old email chain from the garage and discovered that, even three months after the original breakdown, the car was still NOT actually repaired for the original issue (namely the head gasket). Cinch had simply accepted the dealer’s word that the vehicle was fixed without independently cross-checking what work had actually been completed. 🤯
Very disappointingly ADR ultimately sided with Cinch and, in my view, did not properly engage with the documentary evidence. The only practical benefit of ADR was being able to demonstrate to the court that I had attempted resolution before issuing proceedings. I did not accept the ADR outcome and then prepared to take them to court.
In the end, after sending my Letter Before Claim and several deadline extensions where I shared my evidence in great detail, Cinch agreed to unwind the sale and refund me - 22 minutes before the court deadline. 🙌
This has without a doubt been the most stressful customer experience of my life, but I’m glad I persisted. 💪
Know your rights under the Consumer Rights Act 2015 and be prepared to enforce them if necessary. ⚖️
In my experience, you will need to be incredibly persistent and very clear about your statutory rights - otherwise it is easy to get worn down.
For context, this was the second car I had bought from Cinch. I had previously rejected another purchase within 30 days due to a serious oil leak where the engine was not retaining oil at all. I genuinely thought I had just been unlucky the first time and liked the convenience of ordering online - but never again.
I’ve now gone back to an older Ford Focus with careful previous owners and it drives like a dream. 🚗
Stay strong people. ✊
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