As the claim was a result of someone else's negligence, then your lawful entitlement is here. www.honestjohn.co.uk/insurance/coles-v-hetherton-w.../ Your insurer is bound by law under the Financial Service And Markets Act 2000 under a section ICOBS 8.3.3 www.handbook.fca.org.uk/handbook/ICOBS/8/3.html They cannot act in conflict to your lawful interest, i.e. Coles-v-Hetherton. You should be put back to the same situation as to what you were in prior to the loss occurring.

From your point of view, your car should have not faults, it should be fixed correctly. Your first port of call is to advise your insurer that you're rejecting goods and services under the 2015 Consumer Act and they, as the agents authorising repair, are liable. You have provided them the opportunity to rectify and that if they do not you will get the car fixed and take them to court. There is the option of taking the complaint through the insurers first and then via the Financial Ombudsman Service: www.financial-ombudsman.org.uk/consumer/complaints...m

In both cases, i.e. court or FOS, I would suggest having the vehicle inspected by a member of the IAEA and have them evidence the faults with the vehicle. It's important you have a qualified engineer inspect who provides a court compliant CPR35 document to evidence the issue. You can contact the IAEA (Institute of Automotive Engineer Assessors) here: www.iaea-online.org/find-an-engineer/ I suggest you also contact the Ford press department on Twitter.