Complaints and Legal Advisory Services

What do we offer?

We are very transparent in that we are not regulated by the SRA or other regulators and do not perform litigation. However, the services we do provide are detailed below:

Contracts and documentation

1. Sale terms and conditions drafted for your dealership
2. Warranty, returns and part-exchange documentation
3. Order forms, invoices and pre-sale disclosure wording
4. Review of existing paperwork against the Consumer Rights Act 2015
5. Advertising and description wording

Staff guidance and training

1. Consumer Rights Act 2015 — what your team needs to know
2. The 30-day short-term right to reject
3. The single opportunity to repair or replace
4. Handling rejection requests at the counter
5. Written guidance notes for sales and service staff

Complaints

1. Design of your internal complaints procedure
2. Assessment of individual complaints on the facts and the law
3. Drafting your response to the customer
4. Advice on whether to repair, replace, refund or resist
5. Support through to resolution

When a claim is threatened

1. Assessment of the letter of claim — merits, exposure, likely value
2. Drafting your response
3. Gathering and organising the evidence: service history, invoices, inspection records
4. Commissioning independent inspections and expert reports
5. Negotiation with the customer or their solicitors
6. Settlement terms drafted and documented

If a claim is issued

1. Advice on the merits, the evidence and the likely outcome
2. Advice on the procedure and what the court requires at each stage
3. Advice on offers, including Part 36 — whether to make one, whether to accept
4. Guidance on what your witnesses need to address
5. Continued involvement alongside your solicitors

Scope of our service

We are not a firm of solicitors. We do not conduct litigation and do not provide representation in court. Where a matter requires either, we work alongside your solicitors, or can introduce you to a firm.