FREQUENTLY ASKED QUESTIONS
Find the answers or assistance you need.
I think there’s a problem with my vehicle. Who should I contact first?
I have an issue with my vehicle or a particular dealership. Who should I contact?
If it relates to the servicing or maintenance of a vehicle, you should discuss the matter with the Service Manager of the dealership. If your issue relates to a vehicle sale, then you should speak to the dealership’s Sales Manager.If you can’t resolve matters after speaking to either the Service or Sales Managers at the dealership, you should discuss your concerns with the Dealer Principal.
If the Dealer Principal proves unable to help, please contact Subaru UK by registering a case.
Why should I register a case?
Putting your request or problems in writing lets you tell us exactly what you wish to resolve and what you would like us to do. It also allows us the time to investigate properly. We endeavour to reply to all cases within 24 hours, with the exception of weekends whilst we are closed.
Who can I speak to for technical support?
In all cases your local Subaru dealer is the best source for advice and parts supply. All our dealers are technical experts and will be able to assist you. Click here to find your nearest Subaru dealer.
How do I update my details, register as a new user or purchase credit on my Tracker System?
What level of breakdown assistance do I have? What is the Assistance Breakdown telephone number?
For 36 months from the date of first registration, all new Subaru vehicles have full UK breakdown cover including local recovery, roadside and home assistance. Should you require assistance please telephone 0800 777 1270. If you plan on travelling abroad with your Subaru we have negotiated a substantial 30% discount for you on AA European Breakdown Cover. To obtain European cover please call 0800 107 2104 quoting discount code LM09.
How can I purchase parts or accessories?
Your local Subaru dealer will give you expert advice and can supply (and fit if required) any parts and accessories you may need.
How do I request a Certificate of Conformity (COC)?
How do I change my address, change the private registration number or register as a new keeper with Subaru UK and Subaru Assist?
To register as a new keeper, please visit your nearest Subaru dealer with a copy of your V5 Registration document as proof of address. The dealer will be able to change your owner’s details on the Subaru UK system. If the vehicle is less than 36 months old, this will automatically generate a new Subaru Assistance card for you. If you require a private registration change, please forward a copy of your V5 registration document showing the new registration to:
What gear should I tow in?
As towing requirements and conditions can vary significantly there is no ‘right’ or ‘wrong’ answer. The recommendation is to choose a gear that maintains optimum torque while not wasting fuel unnecessarily. By selecting a gear that keeps the engine RPM between 1800rpm and 2500rpm, you can maintain peak torque output without ‘over revving’. When pulling away, don’t over use or consistently slip the clutch.
Why should I choose genuine Subaru service?
Your local Subaru dealer has invested a great deal to provide the best care for your Subaru. Authorised Subaru dealers and authorised service outlets are the only servicing outlets to have the specific tools, equipment and electronic media to be able to support Subaru vehicles.
Your authorised dealer also has access to Manufacturer training and direct contact to Subaru UK‘s technical support personnel. All genuine parts supplied by Subaru UK and fitted by a Subaru dealer, excluding wear and tear and service items also benefit from a 3 year, 60,000 mile parts and labour warranty. Taken together, genuine Subaru service ensures complete peace-of-mind motoring.
If I service my vehicle with an independent service centre will this affect my warranty?
No. Servicing your vehicle at a non-Subaru approved service outlet will not adversely affect the warranty on your Subaru. However, the maintenance must be completed in accordance with the manufacturer’s recommendations and the service parts used must be of equal quality to original components and fluids. The replacement parts and fluids MUST comply with the specifications as shown in your owner and driver manual.
Any failure of genuine components found to be caused by non-genuine parts is not covered under warranty.
How often do I have to service my Subaru?
All service schedules are printed in your service and maintenance book. Please ensure that your servicing is carried out in line with the servicing as stated in your service and maintenance book as failure to do so can invalidate your warranty.
In addition to regular servicing, some extra items may require attention depending on operation and usage. Please refer to ‘severe driving conditions’ in your service and warranty booklet.
What type of oil should I use?
The ‘service and maintenance’ section in the owner and driver manual lists the required lubricants and types suitable for Subaru vehicles. If your vehicle does not have an owner and driver manual, you can purchase one from your nearest Subaru dealer.
Is my clutch wear covered under warranty?
A drive plate (also known as a clutch disc) has a friction material surface very similar to brake pads. These friction materials will wear under normal driving conditions and as a consumable item are not covered by the manufacturer’s warranty.
Will odd-size tyres or tread depths cause a problem with my 4x4 all-wheel drive system?
Yes. All four tyres must be of the same size, circumference, speed symbol, load index, construction, manufacturer, brand (tread pattern) and degree of wear. Subaru recommends that the tyres are rotated every 10,000km (6,200 miles). Please check your owner’s manual for further information.
What should I do if I have a warrantable concern?
To obtain warranty repairs, take the vehicle to an authorised Subaru dealer within the warranty period, present suitable identification to verify and request the repairs or adjustments needed.
My warranty has expired but I would like to request some ‘good will’ from Subaru UK.
In all circumstances you will need to present the vehicle to a Subaru dealer with all supporting documentation such as service history and parts invoices if you have them. You will need to authorise them to investigate the cause of your concern. If your claim for ‘good will’ is denied, the cost of diagnosis and or repairs will be chargeable to you.
Subaru Alternative Dispute Process
We pride ourselves on delivering first-class customer care and will aim to do whatever is reasonably possible to resolve an issue. In the first instance always speak to your dealer. If you do not get a satisfactory resolution, please register a case on our system.
If you are unhappy with the way in which Subaru UK has resolved your issue, we abide by the The Motor Ombudsman’s Motor Industry New Car Code of Practice.
Got a question or query that wasn’t answered in the FAQ and your dealer was unable to assist, please get in touch.
SALES AND BROCHURE ENQUIRIES
For sales and brochure enquiries please call 03303 335127*.
To find your nearest dealer visit the dealer locator.
*All calls are recorded for training, monitoring and security purposes. Calls (to 03 numbers) cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines are typically charged up to 9p per minute; calls from mobiles typically cost between 3p and 40p per minute. Calls from landlines and mobiles are included in free call packages.
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