Transport Secretary Heidi Alexander has told the UK boss of Citroen’s parent company Stellantis she has ‘serious concerns’ about the ongoing impact on drivers following the stop-drive order it issued for more than 100,000 UK cars two months ago.
On 20 June, the French manufacturer instructed 96,000 owners of C3 and DS3 models produced between 2009 and 2016 to park their vehicles indefinitely because they were deemed unfit for the road due to faulty airbags.
And just last week, the Daily Mail revealed that another 10,000 owners of C4, DS4 and DS5 cars built between 2010 and 2013 received the same stop-drive notices.
Drivers have been told they cannot legally use these vehicles until the airbags have been replaced, leaving tens of thousands stranded without their only means of transport.
Stellantis has told us that for some the ordeal could go on until the end of September – the date it estimates it will have cleared the backlog of unroadworthy motors.
Hundreds of owners have contacted the Daily Mail telling us they have been unable to get to work and hospital appointments without their cars, with some even taking out loans to purchase replacement vehicles.
In a letter seen by the PA news agency, Ms Alexander wrote to Eurig Druce, UK group managing director of Stellantis, calling for ‘immediate steps’ to improve the recall procedure.
This included ensuring all affected owners are ‘provided with viable alternatives’ – whether through courtesy cars, financial compensation or at-home repairs – as existing arrangements are ‘not meeting expectations’.
Transport Secretary Heidi Alexander has told the UK boss of Citroen’s parent company Stellantis she has ‘serious concerns’ about the ongoing impact on drivers following the stop-drive order it issued for more than 100,000 UK cars two months ago
In a letter seen by the PA news agency, Ms Alexander wrote to Eurig Druce (pictured), UK group managing director of Stellantis, calling for ‘immediate steps’ to improve the recall procedure
In Alexander’s letter to the Stellantis MD she states: ‘I am writing to you to express serious concerns about the customer impact of the stop-drive recall currently affecting Citroen and DS Automobiles cars in the United Kingdom.
‘While I acknowledge and commend the pace at which Stellantis has initiated and progressed the recall programme, I must make clear that the level of disruption experienced by UK motorists – particularly the most vulnerable – is unacceptable.
‘I have received numerous reports from Members of Parliament and their constituents detailing distressing experiences, lack of clear guidance, and inadequate support for alternative transport arrangements.’
The Cabinet minister added that the recall has ‘exposed significant gaps in customer support and transparency’, and while Stellantis has conveyed its intentions to minimise the burden on consumers, this has ‘not been the experience for many of those affected’.
On 20 June, Stellantis UK announces an immediate stop-drive action for all second-generation Citroen C3s built between 2009 and 2016
The first-generation DS3 – produced between 2009 and 2016 under Citroen and DS branding – is also impacted by the stop-drive order
The Takata airbag recall is the world’s largest automotive recall. Around 67 million airbags being recalled globally among many brands, including Stellantis. Pictured: a mechanic holds up a Takata airbag module
Models equipped with Takata airbags are being recalled because chemicals in the inflators may deteriorate over time, which could cause the bag to rupture.
No incidents have been reported in the UK.
One week ago, Stellantis told us that around 66,000 of the 106,000 impacted cars had already had their airbags replaced.
Today, it claims that 72,000 have been resolved.
With an average recall rate of 6,000 cars per week, Stellantis has told us it expects the remaining 34,000 vehicles to be rectified by the end of September.
Stellantis has told the Daily Mail that it sent stop-drive notice letters to around 106,000 UK car owners. To date, it has successfully replaced airbags in 72,000 of these models with the remaining 34,000 expected to be rectified by the ‘end of September’
Yet owners in recent days have been telling the Daily Mail that they are still struggling to secure recall bookings with dealers, such is the sheer volume of drivers still affected.
Some who already had appointments have told us they’ve received phone calls from dealers just 24 hours prior to notify them that bookings have been cancelled due to a lack of available parts.
There has also been widespread confusion regarding how the cars will be fixed.
Garages have told some owners to drive their vehicles to them for the repair, or that they need to arrange for their motors to be delivered to garages. Both suggestions have been strongly refuted by Stellantis, which told us that cars should absolutely not be driven, and dealers should either collect affected models or repair them at a customer’s home.
In the meantime, Stellantis has been unable to supply impacted drivers with replacement vehicles and refused compensation for many owners in what has been dubbed a ‘chaotic’ recall process by one watchdog.
Stellantis confirmed to the Daily Mail last week that Citroen C4 models produced between 2010 and 2011 are now subject to the stop-drive order
Owners of all Citroen DS4s manufactured between 2010 and 2011 have also been told to park up their cars indefinitely until the airbags can be replaced
Citroen DS5 executive saloons made from 2010-2013 were also added to the code red recall with immediate effect last week
Responding to the news that Alexander has penned a letter to its managing director, a Stellantis spokesman told us: ‘The company’s focus remains on completing the replacement of airbags in affected vehicles as swiftly as possible.
‘The Citroen network is fully engaged in maximising the number of cars that can be completed every day and, to increase our repair capacity even further and minimise as much as possible the impact on customers, the Peugeot network is now authorised to replace airbags on these cars in addition to at-home options.’
Stellantis has also told us that its breakdown assistance partner, the RAC, is also fitting replacement airbags at drivers’ homes.
‘It is inevitable, with such a large number of vehicles affected, that customers could be inconvenienced in the short term.
‘For each and every customer, we discuss options to support mobility, recognising that every driver has specific requirements.
‘These options include replacement airbags at a dealership or at home, a courtesy car, support for other mobility options and recovery. We give priority to those with the most urgent needs.’
The Takata airbag recall is the world’s largest automotive recall.
Around 67 million airbags being recalled globally among many brands, including Stellantis.
When we contacted the DVSA about the handling of the stop-drive recall earlier this month, a spokesperson said: ‘We are working with Citroen to make sure that everyone with these vehicles knows that they can’t use this model of car until the necessary repair work has been carried out.’
A Department for Transport spokesperson also added: ‘We understand how frustrating these recalls are for those affected.
‘The safety of those drivers and their families remains the Transport Secretary’s top priority.
‘She and the Future of Roads Minister are actively engaging with manufacturers and industry leaders to ensure any disruption is kept to an absolute minimum.’
Your rights if your car is subject to a recall
Consumer lawyer Dean Dunham explains your consumer rights if your car’s recalled
Consumer lawyer Dean Dunham says: ‘Under the Consumer Rights Act (CRA) goods, including cars, must be of satisfactory quality, fit for purpose and as described.
‘When a car manufacturer issues a recall or safety notice, it is in effect admitting that the car breaches these obligations and you are entitled to a free remedy.
‘If you purchased the car within the last 30 days, you can exercise what is known as the short-term right to reject under the CRA and hand back the car, but if you purchased it more than 30 days ago, you must give the dealership/manufacturer the opportunity to repair the issue.
‘Consumers also have rights in relation to the amount of time a trader takes to repair or implement any other remedies. The CRA, therefore, provides that repairs/remedies must be made within a ‘reasonable amount of time’ and without significant inconvenience to the consumer.
‘Here, the dealerships/manufacturer will get away with the time element (as they will argue this is simply how long it takes) but, in my view, will fall foul of the inconvenience element if the repair time creeps into several weeks.
‘This could give rise to a valid claim for: i) compensation to cover the inconvenience; ii) a demand for a courtesy car; or even iii) a full refund, as section 24(5)(C) of the CRA provides that you can hand goods back and ask for a refund if a repair is not carried out within a reasonable time and/or you suffer significant inconvenience.
‘However, the trader can make a deduction for the use of the car you’ve already enjoyed, and this can be a significant sum. The manufacturer will carry out the necessary repair regardless of when you purchased the vehicle.
‘Finally, I’ve seen lots of people claiming that you will have no rights if you purchased the vehicle 6 or more years ago, in England, Wales and Northern Ireland, or five years in Scotland. This is not entirely correct.
‘The manufacturer will carry out the necessary repair regardless of when you purchased the vehicle.
‘It is therefore only if you want to bring court proceedings (for the likes of an injury caused linked to the faulty car or for an inconvenience claim) when the timing of your purchase matters and even then, there’s a fall-back limitation period of three years from the date you found out that the goods were faulty (which here will be the date of the safety recall notice).
‘So, if the car was bought more than six years ago, but you only became aware of the issue in the last three years, you may still be able to bring a claim.’
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