Used Car after sale warranty

Jsasns

In November 2023, i purchased a 2020 reg used car with 14k mileage. Carshop ( now Synter) persuaded me to purchase a warranty totalling £1k. Moving forward to the present, I have two faults on my garage. The Peugeot dealership advising me this is a sudden mechanical failure and reported diagnostic evidence to TWG Services Ltd. TWG are saying they do not believe the fault is sudden and therefore refusing the claim. They are also refusing to provide Obudsman details so that I can escalate this matter.

Where do I stand, dealership says one thing and TWG (warranty issuer) says another. Carshop does not exist anymore. Repairs are circa £1.3k and I have driven less that 3k miles since purchase. The car has been properly serviced inline with the policy requirements, with the faults occurring suddenly 2 months after it's MOT.

Some advise please.

Jsasns

Third sentence should read "Moving forward to the present, I have two faults on my car". Apologises I have trouble reading screens. Thx

Exodi

I think Carshop not existing is pretty irrelevant since the contract is between you and TWG. I'd probably just refer to 'the dealer' to keep things as simple as possible.

As TWG are refusing the claim on the grounds they believe the fault was pre-existing, do you have any evidence to the contrary? I'm not a mechanic, but it would worth asking one whether this fault would be noticed during an MOT, as you had it MOT'd a couple months prior with presumably no issues. Of course if it wouldn't be noticed then the point is moot. Of course there is a difference of opinion between the mechanics describing this as a 'sudden' mechanical failure and TWG who for some reason think otherwise. It would be interesting to understand why they think that.

Maybe I'm being a bit dim, but why do you need them to provide the ombudsman details? Why not just go to the ombudsman?

I don't believe it would be the motor ombudsman, as this is not the manufacturers warranty, I think it would be the financial ombudsman as it is effectively insurance. As part of raising a complaint with them, they will ask that you have reached deadlock with TWG (as in, TWG states that they are no longer willing to consider the matter further).

Nobbie1967

What are the two faults that the garage has found?

Mildly_Miffed

It's entirely feasible that faults on a 5yo car with only 17k miles, just 3k of them in 14 months, have occurred because of that very low use.

But as to whether these faults should be covered or not, you need to read your warranty paperwork. If you think that the faults are wrongly being excluded, you will need to give more detail.

born_again

TWG trade under 5 names (see link below) so which one is providing your warranty.
If you have complained to them, they have to provide details of how you can take it further if it is a regulated product.
You do not need the reason why they have declined. You set out your case to FOS & FOS will then take it up with the other party, before reaching a decision.



https://register.fca.org.uk/s/firm?id=001b000000MfR0VAAV

Ectophile

Is the warranty a regulated financial product? Companies, and their lawyers, are getting good at writing their policies so they are dressed up as some kind of service contract, and definitely not insurance.