Consumer advocates are urging car manufacturers and the UK government to improve how vehicle recalls are communicated, following recent high-profile stop-drive actions affecting Citroën and DS owners.
“Recalls can be frightening for drivers, as well as hugely inconvenient. The least we can do is give them clear, honest and practical information from the outset – and right now, that just isn’t happening,” the spokesperson said.
They stressed that the DVLA should immediately contact owners when a recall is confirmed, using SMS, email, and postal notifications, and repeat reminders if work has not been completed. A dedicated government website should allow drivers to check their registration and receive full, plain-English details about recalls, including the severity of the issue and clear instructions for arranging repairs.
“The DVSA issues hundreds of vehicle recall notices every year, affecting hundreds of thousands of cars – and those numbers are growing every year. A stop-drive action is the most severe measure we have and is rarely used, while most recalls allow owners months to book work or have it done at their next scheduled service. It’s only right that we have proper communication, clear explanations and direct guidance for every car owner who may be affected,” they added.
The spokesperson also called on manufacturers to prioritise fixing issues quickly and with minimal inconvenience. “Car manufacturers must accept that handling recalls – especially stop-drive actions – must be their top priority. Fixing the problem with minimum inconvenience to the customer must come first, and not simply be used as a sales opportunity.”
Criticism has been directed at Stellantis’ handling of its current stop-drive recall. “Consumer groups have been rightly critical of Stellantis’ handling of this stop-drive recall – Which? even described it as ‘shameful’ – and I’d echo that sentiment,” the spokesperson said.
With over 100,000 cars taken off the road and a new recall affecting another 72,000 vehicles, they warned that dealers are already under strain. “Stellantis should be pulling in every available technician from all of its many brands and throwing maximum effort at this problem – even if it compromises new car sales or routine servicing, and update its communications strategy to properly look after its customers.”
Poor communication from manufacturers was also highlighted: “Citroën’s website is a perfect example of poor communication – crucial recall information is tucked away in the menu under a bland ‘Safety Recall Check’ link, leading to a page that reads more like PR spin than clear, practical advice. Recall information should be included on every car manufacturer’s homepage, in plain English, with links to detailed information and guidance for customers.”
The spokesperson also highlighted the impact on used car buyers: “The rules for used car sales also need enforcing. Car dealers are obliged to complete any outstanding recall work before selling a vehicle, but right now this seems to be poorly enforced. Customers have the right to expect that all recall work has been completed before they drive away in a used car, and the government needs to crack down on dealers who are dodging their legal responsibilities.”
“While Stellantis is in the news at the moment, many other car companies will quietly be thankful that this didn’t happen to them. It’s time for every car company to review its commitments to handling a vehicle recall, and to make sure that they have the resources in place to keep customers moving,” they concluded.
“Car companies have a responsibility to every driver – not just buyers of their latest EVs, but also previous-generation car owners. Hopefully this is the last time we have to talk about the communications problems with recall notifications.”
