Bought a car from us and something's not right? Don't get upset — get in touch. Genuine issues happen with any used car, and we genuinely want to help you get it sorted quickly and fairly.
Your safety comes first. If the fault means the car isn't safe or driveable, stop and call us straight away on 01895 814 814. We'll talk through recovery options with you or help you find a garage nearby, so you're not left stuck.
Before you pay for any diagnostics or repair work, contact us or your warranty provider first. Repair plans generally need to authorise a repair before it happens — if work is carried out first, there's a risk it won't be reimbursed. A quick call or email saves you that risk.
Every situation is different, so call or email and we'll walk you through the next steps ourselves. If you don't have a local garage you trust, we can help you find one — and if that's not possible, we can arrange collection through our local partner garage and get it sorted for you.
Once you're in touch, here's what happens on their end:
Feel free to copy us in throughout, or just call us and we'll help you through each step.
Repair Reimbursement Department
0800 044 3131 (Mon–Fri 9am–5pm)
Tip: Händler Protect ask to be notified within 30 days of a fault first appearing, so don't sit on it — the sooner you get in touch, the smoother it goes.
Cover is provided under the terms of your repair plan and assessed at Händler Protect's discretion — it's not an insured warranty, and only the specific components listed in your plan are covered. For a genuine claim that is covered, Händler Protect may — subject to those terms — also contribute towards recovery costs if the car can't be driven to a garage.
Giving you their direct number isn't us stepping back — it's the opposite. We're a single-site, family-run business, so if we're closed, on holiday, or you're the other end of the country, going straight to Händler Protect keeps your claim moving without waiting on us. It's how we make sure every customer gets fast, nationwide cover, wherever you are. We work closely with them, and if you ever have an issue with the warranty company itself, we're still here for you too.
If you're not sure whether something's covered, or it turns out to fall outside the warranty, get in touch anyway. We'd always rather know about a problem and help however we can than have you left without an answer.
