Warranty Solutions Group (WSG) has revealed its five-point plan to improve how Consumer Rights Act (CRA) disputes are handled in the used vehicle market.
WSG will consult industry stakeholders over the next two months to help shape future recommendations.
John Colinswood, CEO of Warranty Solutions Group, said: “We want dealers to tell us where the system is creating the greatest difficulties and, importantly, what they believe needs to change. Our aim is to assess their feedback alongside consumer protections and technical evidence, then develop practical recommendations for wider industry consideration.
“In the longer term, we hope to engage with the Department for Business and Trade and relevant judicial or dispute-resolution stakeholders to explore where existing guidance or processes could be improved.
“Our priority is to develop a credible, evidence-based case before taking those discussions forward.”
The five-point plan addresses reasonable expectations for used vehicles in terms of their condition, modern diagnostic requirements, opportunities to investigate and repair while preserving consumers’ statutory rights, responsibility and coordination across the industry to reduce delays and unnecessary disputes, as well as clearer dispute guidance for all involved.
WSG’s proposals follow several months of research and industry discussion, including contributions from Professor Jim Saker, President of the Institute of the Motor Industry (IMI), Symon Cook of the National Franchised Dealers Association (NFDA), and Amy-Jane Marsden, Managing Director of ProTech Academy.
WSG’s recent survey of more than 100 motor retailers found 82.5% believe the CRA is not fit for purpose for today’s used vehicle market, 52% reported a significant or severe financial impact from disputes.
Nine in ten believe the legislation does not fairly reflect vehicle age and mileage.
Colinswood said: “Changing legislation may not be necessary. Clearer guidance and greater consistency in how existing rules are applied could prevent unnecessary disputes, protect consumer rights and give responsible dealers greater confidence.
“Our ambition is to move beyond identifying the problems and develop practical solutions that deliver fairer outcomes for everyone.”
