A New Case – What Do We Need From You?

Whether you are a Silver or a Gold member, you know we are here to help you.

If you have been with us for some time or you have recently signed up, you know that we assist ONLY the motor trade, and the majority of our work relates to consumer complaints.

When faced with a difficult consumer (who you might call a “customer”) or a problematic situation, you might wonder how to start the conversation with us, what we need, and how long you might be left waiting for a response.

First, you could call our legal helpline to discuss the matter with the duty legal advisor. Calls are usually responded to on the same day, but depending on the time of your call and/or the call volume, you may receive a response the next day. Often, we need to review the correspondence, and this needs to be sent to [email protected] where it will be allocated as a “case” to a legal advisor.

Once a case is allocated, the legal advisor has up to five (5) working days to review the case and make initial contact with you. In the meantime, you should acknowledge the consumer’s emails/letters, noting that you are seeking legal advice and that a response will be provided in due course.

To ensure the legal advisor has sufficient information and documentation to provide meaningful advice or prepare a document without unnecessary delays, we ask that you provide the following, where applicable:

1. Sales Invoice
2. Pre-Delivery Inspection (PDI), Pre-Delivery Declarations, and any proof of works or inspections undertaken prior to delivery/collection
3. Correspondence and documentation
4. Chronology of events/communication
5. Your thoughts and comments that you feel might assist

You might be thinking, “Why do my thoughts and comments matter?” Well, we work collaboratively with you. We provide advice and possible options, but ultimately, we take our instructions from you. Considering the current mutations of entitled and irrational expectations by consumers, some of you already know what you want us to do.