CRA 2015
Within this timeframe, faults are generally assumed to have been present at the point of sale.
first 30 days
We agree with the customer.
Upheld
TCF stands for this.
Treating Customers Fairly
This independent body settles disputes between customers and financial firms.
Financial Ombudsman Service
A customer repairs their vehicle without approval. This is known as this.
unauthorized repairs
During this period, the dealer has one opportunity to repair the vehicle.
Day 31 to 6 months
Evidence does not support the complaint.
Not Upheld
Customers should not face unreasonable barriers when making these.
complaints
Customers can refer a complaint here after 8 weeks or 56 days.
FOS
Used between Day 31 and 6 months when repairs have already been completed.
Independent Engineer Report (IER)
This section of legislation provides customer rights regarding faulty goods.
Consumer Rights Act 2015
We agree with some parts but not all parts of the complaint.
Partially Upheld
These three words summarize TCF in complaint handling.
Fairness, Consistency, and Professionalism
The business sends this document explaining its findings.
Final Response Letter
The biggest concern with unauthorized repairs is the loss of this.
evidence
After this period, the burden of proof shifts more to the customer.
after 6 months
This should determine the outcome, not who complains the loudest.
evidence
TCF is not a separate process but should be embedded in this.
company culture/business process
Customers generally have this long to refer a complaint after receiving the final response.
six months
Businesses dislike unauthorized repairs because they lose the opportunity to do this first.
inspect/repair the vehicle
It is not one repair per fault. It is one opportunity to repair the _______.
vehicle
Repair, refund, replacement and compensation are examples of this.
remedies
There are this many TCF outcomes.
6
If accepted by the customer, this decision becomes legally binding.
Ombudsman's decision
Beyond 6 months, the customer must prove the fault existed at this time.
point of sale