Read our disclaimer keyboard_arrow_down
This website content is intended as a general guide to law as it applies to the motor trade. Lawgistics has taken every effort to ensure that the contents are as accurate and up to date as at the date of first publication.
The laws and opinions expressed within this website may be varied as the law develops. As such we cannot accept liability for or the consequence of, any change of law, or official guidelines since publication or any misuse of the information provided.
The opinions in this website are based upon the experience of the authors and it must be recognised that only the courts and recognised tribunals can interpret the law with authority.
Examples given within the website are based on the experience of the authors and centre upon issues that commonly give rise to disputes. Each situation in practice will be different and may comprise several points commented upon.
If you have any doubt about the correct legal position you should seek further legal advice from Lawgistics or a suitably qualified solicitor. We cannot accept liability for your failure to take professional advice where it should reasonably be sought by a prudent person.
All characters are fictitious and should not be taken as referring to any person living or dead.
Use of this website shall be considered acceptance of the terms of the disclaimer presented above.
When you get a complaint from a customer don’t automatically rush into saying ‘Yes’. Small repairs like changing a bulb, fuse, doing up a clamp, bracket etc then fine.
However some customers will try your patience to the extreme and it can be tempting to carry out a large scale repair or exchange the car just to get them ‘out of your hair’. In such instances wait and give the complaint some thought. Take the example of a clutch gone through wear at 70,000 miles even though they’ve only had the car two months. It is not an unexpected occurrence and does not mean it was defective when sold. Repair by all means but get them to pay a reasonable rate for the work. It’s not a freebie.
The other aspect to consider is if you agree to do a repair without any formal agreement as to why you are doing it (eg ‘without admission of liability’) then the law assumes you are doing it because you are legally liable. As such, if you do the repair and it doesn’t cure the problem then you have started down a slippery slope.