Engines Market does not mediate disputes - but we do track complaints to keep our network accountable. This guide explains how to make a warranty claim, what documentation you’ll need, what to do if the supplier is unresponsive, and your legal rights.
1 Contact the supplier first
Always start with the supplier who provided the engine. They are responsible for honouring the warranty. Do not take the car to another garage for repair without speaking to the supplier first - they may need to inspect the engine themselves, and unauthorised work can void the warranty.
What to say when you call or email:
- “I bought a [reconditioned / used / rebuilt] engine from you on [date]. My invoice number is [XXX].”
- “It has developed the following problem: [describe symptoms - noise, smoke, loss of power, warning lights].”
- “I believe this should be covered under the warranty. Please advise on next steps.”
Keep a record of every call (time, date, who you spoke to) and save all emails.
2 Gather your documentation
Before you contact the supplier, collect these documents. They will ask for them.
| Document | Why it is needed |
|---|---|
| Original invoice | Proves purchase date, engine type, and warranty start date |
| Warranty document | Shows what is covered (parts only or parts and labour) and exclusions |
| Photos or videos of the problem | Visual evidence of smoke, leaks, noises, warning lights |
| Fault codes (if available) | If a garage has scanned the ECU, get the codes |
| Service records | Oil change receipts, maintenance logs - prove you followed the supplier’s requirements |
| Mileage at installation and now | Shows how many miles you have driven under warranty |
If you do not have something, explain why. Missing service records are a common reason claims are rejected.
3 Give the supplier a reasonable chance to respond
Most suppliers will respond within a few working days. If they ask you to bring the vehicle to them or to an approved garage for inspection, cooperate.
Typical outcomes after inspection:
- Claim approved - Supplier arranges a replacement engine and (if covered) the labour to fit it. You may need to pay for consumables (oil, coolant, gaskets).
- Claim declined - Supplier explains why (e.g., “installation error”, “neglect”, “excluded part”). Ask for the reason in writing.
- No response - If the supplier ignores you after repeated attempts, move to Step 4.
4 If the supplier is unresponsive or refuses a valid claim
You have options - but Engines Market does not mediate or enforce warranty terms.
What Engines Market can do:
We do not get involved in individual disputes. However, we do track complaints as part of our supplier monitoring process.
If you believe the supplier has acted unfairly, you can send a copy of your
complaint to our monitoring address:
complaints@enginesmarket.co.uk
When you email us, include:
- Your full name and contact details
- The supplier’s name
- Invoice number and date of purchase
- A summary of the problem and your attempts to resolve it with the supplier
- Any supporting documents (invoices, emails, photos)
What we will do with this information:
- Log the complaint in our supplier performance records
- If we receive multiple similar complaints about the same supplier, we will investigate
- If a supplier’s average review rating falls below 3.5 stars (sustained) or they repeatedly fail to honour valid warranties, we may remove them from our network
What we will NOT do:
- Mediate between you and the supplier
- Demand the supplier accepts your claim
- Provide legal advice
- Accept liability for the supplier’s warranty
You should not rely on Engines Market to resolve your dispute. We are a comparison platform, not a warranty administrator.
5 Your legal rights and independent escalation
If the supplier refuses a valid claim and you believe you are entitled to a repair, replacement, or refund, you have legal options.
Under the Consumer Rights Act 2015:
- Goods must be of satisfactory quality, fit for purpose, and as described.
- If an engine fails within the first 30 days, you can reject it and ask for a full refund.
- Within the first six months, the supplier must prove the fault was not present at the time of sale - otherwise, you are entitled to a repair or replacement.
- After six months, you may need to prove the fault existed at the time of sale (harder, but not impossible).
Where to go for help:
| Organisation | What they do | Contact |
|---|---|---|
| Citizens Advice | Free legal guidance on consumer rights | 0808 223 1133 / citizensadvice.org.uk |
| Motor Ombudsman | Independent dispute resolution for the automotive sector (if the supplier is accredited) | themotorombudsman.org |
| Small claims court | Legal route for claims up to £10,000 - relatively low cost, no solicitor required | gov.uk/make-court-claim-for-money |
We recommend starting with Citizens Advice. They will help you understand your rights and the best next step.
Common warranty disputes - and how to avoid them
| Dispute | Why it happens | How to avoid it |
|---|---|---|
| “The labour to refit is not covered” | Parts-only warranty - common on used engines | Ask before you buy: “Does your warranty cover labour to remove and refit a faulty engine-” Get it in writing. |
| “The head gasket is excluded” | Gaskets and seals are almost never covered as standalone failures | Ask for a written list of exclusions. If you need a part that is excluded, budget for it. |
| “You used the wrong oil” | Supplier specified a grade (e.g., 5W-30) but you used something else | Keep receipts for oil and filters. Follow the supplier’s exact recommendations. |
| “You ignored the warning lights” | Driving with a known problem voids the warranty | Stop driving immediately if you hear noises or see warning lights. Call the supplier before driving further. |
| “The installation was faulty” | Supplier blames the fitting garage; fitting garage blames the engine | If possible, use a garage approved by the supplier. Keep detailed fitting records and photos. |
| “The turbo / DPF was damaged by the failed engine” | Consequential damage is almost always excluded | Ask about consequential damage before you buy. If it is excluded (it usually is), accept that risk or buy a more comprehensive warranty elsewhere. |
Summary - print this or save it for reference
- Stop driving - If you suspect a problem, stop immediately to avoid voiding the warranty.
- Contact the supplier first - Call or email. Keep records.
- Gather documentation - Invoice, warranty, photos, fault codes, service records.
- Cooperate with inspection - Let the supplier or their approved garage examine the engine.
- If approved - Follow their instructions for replacement.
- If declined or ignored - Ask for the reason in writing. Then decide: accept the decision, escalate to Citizens Advice or the Motor Ombudsman, or consider small claims court.
-
Inform Engines Market (for monitoring only) - Send details to
complaints@enginesmarket.co.ukso we can track supplier performance.
Frequently asked questions
Does Engines Market guarantee supplier warranties-
No. We do not provide, administer, or enforce warranties. The supplier is solely responsible for their warranty obligations.
Will Engines Market force a supplier to accept my claim-
No. We do not mediate disputes or act as an arbiter. We are a comparison platform, not a warranty administrator.
Why should I send my complaint to Engines Market if you cannot help-
We track complaints to identify suppliers who repeatedly fail to honour warranties. If a supplier's rating drops below 3.5 stars or they accumulate multiple unresolved complaints, we remove them from our network. Your report helps protect future customers.
What if the supplier goes out of business-
If the supplier ceases trading, you may have no warranty recourse. This is why we require suppliers to have at least one year of trading history before joining our network - but it is not a guarantee.
Can I leave a public review about the supplier-
Yes. Honest public reviews on Google, Trustpilot, and Facebook are valuable for other customers. They also factor into our supplier monitoring and removal decisions.
Need more help-
Engine warranty guide & supplier standards
Understand warranty types, inclusions, and exclusions before you buy, or learn how we vet and monitor our network.
Explore warranty guide