Your Consumer Rights Explained

Products

Under the Consumer Rights Act 2015, any goods you purchase must be of satisfactory quality, as described, and fit for purpose.

During the expected lifespan of the product you purchase, you have the following rights:

  • If the product you purchase is faulty, you can get a refund within the first thirty days.
  • If the product you purchase develops a fault within the first 6 months which cannot be repaired or replaced, you’re entitled to a full refund in most cases, though we are entitled to make a deduction for the use of the vehicle
  • If the product you purchased, which is not a vehicle, can be expected to last up to six years and it develops a fault, you may be entitled to a repair or replacement or, if that doesn’t work, some money back

It’s important to note that if you purchase a product at one of our dealerships, you don’t have a legal right to a refund or replacement just because you change your mind, however, if you have any questions about returning a product, you can speak to a manager at one of our dealerships.

Where you conclude a distance or off-premises contract with us, your rights to cancel the contract under the Consumer Contracts Regulations 2013 remain unaffected.

Services

Under the Consumer Rights Act 2015:

  • You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  • If you haven’t agreed a price up front, what we ask you to pay must be reasonable.
  • If you haven’t agreed a timescale up front, we must carry out the service within a reasonable time.

Alternative Dispute Resolution

While we strive to ensure that the services and products we sell are free of any issues, there are times when a dispute will arise between us and a customer which cannot be resolved to the satisfaction of both parties.

In these cases, there are a range of options for resolving the dispute without going to court, and these options can often be quicker and cheaper than taking legal action.

Listers Group is prepared to engage with a number of Alternative Dispute Resolution providers in the these cases with specific providers. This page outlines the ADR providers we use in specific circumstances.

Finance and Insurance Cases

Where you have a complaint related to finance or insurance, you must first raise this with the Head of Business at the dealership you purchased your vehicle from. If a resolution cannot be reached between us in a period of 8 weeks from the date of your complaint, you may contact the Financial Ombudsman Service, who are the statutory arbitrator in matters of finance and insurance.

For more details, visit www.financial-ombudsman.org.uk or call 0800 023 4567 or 0300 123 9123.

Servicing, Purchase of New and Used Vehicles and all other complaints

In the event that a complaint regarding the servicing of a vehicle, the purchase of a new or used vehicle or any other complaint not related to the purchase of a vehicle or finance and insurance cases arises and a resolution cannot be reached between us, you may contact the National Conciliation Service who we will use as our arbitrator in all other matters.

For more details, visit www.nationalconciliationservice.co.uk.