You have 7 days to respond …or else!

legal updates

Giving yourself some extra time is likely to result in a less emotional response and one that is likely to be more productive in terms of providing an effective after sale customer service.

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.

It’s a fact of life for car dealers that components within second hand cars will fail at some point.  Sometimes this is due to an actual defect, other times through wear and tear alone.  

Customers seek advice on what they perceive their rights to be and usually end up writing to say that unless you agree to meet their demands within 7 days, serious consequences will flow, usually the threat of court papers.  Inevitably that letter is written on a Friday, read by you on a Monday and suddenly you find that in order for Mr (or Mrs) Angry to be placated by the Friday of that week, you only have a matter of hours to get something in the post.  

We say, don’t panic.  Acknowledge their letter and say that its contents are being carefully considered and that a more comprehensive response will follow.  If you wish to reply, giving yourself some extra time is likely to result in a less emotional response and one that is likely to be more productive in terms of providing an effective after sale customer service.

When our clients pass on letters of this type to us we often have even less time to meet the customer’s 7 day deadline. And so an 11th hour holding letter is all we can do pending our consideration of the merits of the complaint, discussions and writing a more detailed response.

Even if the final reply is a ‘bad news’ letter, this will be far less antagonistic to a customer than if they think you aren’t taking their complaint seriously by not responding at all.  A simple one line acknowledgement can really help take the sting out of a customer’s perception of your business, whilst giving either you (or us) the time to give appropriate contemplation to the points they make.

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.

Dennis ChapmanIn remembrance of Dennis Chapman 1951 -2015Read More by this author

Related Legal Updates

The omni-channel approach and distance sales

The conclusion of a contract when purchasing a vehicle occurs when a deposit or the full purchase price is paid.

A New Case – What Do We Need From You?

You might be thinking, “Why do my thoughts and comments matter?”

Always prep, check, then check again

If you state that every vehicle comes with a new MOT, then ensure that they do!

How to legally get rid of an uncollected vehicle

Unlike a notice to collect goods, a notice of intention to sell uncollected goods can be used for all types of conventional bailment, and not just where the goods were left for repair, valuation, or storage.

What are your legal obligations once you have a customer’s vehicle?

Bailment is one of the most common legal relationships that many businesses find themselves in with consumers.

Maintaining professionalism in customer disputes

Your emails may be presented to a judge for review to help decide on how you have handled the matter before the court’s involvement.

Assist your consumer… before it’s too late

If a consumer is ignored or refused assistance by you, and a repair is carried out, you will no longer be able to inspect the failed component.

Get in touch

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

01480 455500

Vinpenta House
High Causeway

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.