Just over a third of used car buyers trust dealers, with hidden faults and undisclosed damage their biggest concerns, Cazoo research found.
The survey of 2,025 adults found 35.5% trusted used car dealers, while 16.5% did not and 48% were neutral.
More than half (54%) expected friction or difficult negotiations during the buying process, with this expectation highest among respondents aged 18 to 24.
The findings highlight opportunities for dealerships to improve confidence through vehicle history reports, independent inspections and clearer pricing.
Hidden faults top buyer concerns
The possibility of hidden faults or undisclosed damage was a concern for 68% of respondents, followed by unclear vehicle histories at 45% and being overcharged at 41%.
Pushy sales tactics concerned 36%, while 25.5% identified poor aftersales support and 25% highlighted hidden fees or finance terms.
Asked what dealers could do to reduce friction and build trust, 61% wanted full vehicle history reports to be more readily available.
Independent vehicle inspections or warranties and clear, no-haggle pricing were each identified by 42%, followed by verified customer reviews at 40%.
Almost a third (32%) valued accreditation from a trade body, while 18% wanted photographs or videos of dealerships.
The results also distinguish between outright distrust and uncertainty.
Almost half of respondents overall were actually neutral about used car dealers, compared with 16.5% who said they did not trust them.
For individual dealerships, the practical challenge is giving buyers reasons to trust their business.
The responses suggest that making vehicle histories readily available, providing independent checks and publishing clear prices can help customers assess a dealer on evidence.
Clear explanations of warranty cover and how problems will be handled after purchase can also help dealerships demonstrate what customers can expect throughout ownership.
Lucy Tugby, chief marketing officer at Cazoo, said: “Our latest Consumer Insight Panel identifies the role dealers can play in recognising how trust can address the pain points experienced by many used car buyers.
“Time and again we see how the best performing used car dealers are the ones with processes in place to ensure vehicles are described accurately and sold with independent inspections and warranties.”
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