Promising (or expecting!) the world?

legal updates

A customer whose car was damaged whilst on their forecourt was offered a meal to compensate.

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.

Here at Lawgistics we feel quite sorry for the Audi Garage in Watford that was recently presented with a restaurant bill for £714.61.

A customer whose car was damaged whilst on their forecourt was offered a meal to compensate them for the inconvenience whilst the car was being repaired.

The customer decided she had free license to spend what she liked by spending an extortionate amount on a meal for two. We all know that consumers can sometimes expect the world but this is also a very harsh reminder of how careful dealers have to be with the promises they make to their consumers.

So should Audi have paid the bill in full or even half of it as they have promised? We think not!

Definition of meal– “an occasion when food is eaten, or the food that is eaten on such an occasion”

We would advise that Audi should certainly not pay for the four glasses of champagne, two bottles of wine, six cocktails and a sloe gin that the consumer is reported to have ordered. Alcohol and drinks are not included in the definition of a meal.

If you want to go above and beyond for your customers (and we think Audi have!) then that’s fine but remember that just because a consumer expects something doesn’t mean you have to provide it! 

The watch word is “reasonableness”.

So be careful next time you promise to do something for a consumer. Make sure you set clear terms and conditions to any offer and make sure everything is in writing. It always helps when dealing with consumers who decide to behave unreasonably.

Be careful not to promise the world or the world might beat a path to your door!

HowdenCompetitive, comprehensive, quick

One of the largest independent specialist motor trade brokers in the UK. Our extensive history of supplying insurance to the motor trade means we understand your business needs. By partnering with a specialist insurance broker like us, you get exactly what you need to protect your business.

Unfair or unreasonable customer expectations or demands, take a look at our ‘Legal Rights Explained booklet or Members contact the Legal Helpline.

Stephanie StrachanIn remembrance of Stephanie Strachan 1990-2020Read More by this author

Related Legal Updates

AI is the future – but treat it with care!

AI can be a powerful ally—but recent cases show its misuse can lead to serious consequences, even contempt of court.

The devil is in the detail

A solid report can make or break your legal case, but even minor mistakes can be costly. Learn what details to double-check in vehicle reports and how to avoid common pitfalls that could undermine your evidence in court.

Major changes to UK Consumer Law have landed

The Digital Markets, Competition and Consumers Act 2024 has introduced sweeping updates to UK consumer law, including powerful new enforcement tools for the CMA.

Recent Cases, Real Consequences – and What to Learn

From missed emails to misplaced vehicles, here are a few real-world reminders to help you avoid unnecessary headaches.

Legal Disputes: Why traders should avoid direct contact

The urge to sort the matter out, or attempt to, can put a strain on the process and you may find yourself in a difficult position.

The etiquette of handling consumer complaints

It is always best practice to get involved while you have the chance and follow the correct process at the very beginning.

A settlement agreement may not protect you

An agreement does not need to be in writing to be binding, but it is much easier to prove the terms of an agreement if there is a documented paper trail.

Get in touch

Complete the form to get in touch or via our details below:

Phone
01480 455500
Address

Vinpenta House
High Causeway
Whittlesey
Peterborough
PE7 1AE

By submitting this quote you agree to our Terms & Conditions and Privacy & Cookies Policy.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.