The Importance of Timely Action
A Guide to Resolving Customer Complaints: The Importance of Timely Action
Dealing with customer complaints is an inevitable part of the motor trade, and how a dealership handles these issues can significantly impact customer satisfaction and business reputation. A major challenge we see at First Response Finance is the delay in resolving complaints, which can lead to frustration for customers and potential risks for dealers too.
Our Customer Experience Team (CET), which handles vehicle-related complaints, recently analysed cases, and found that some dealers take too long to address vehicle issues, sometimes waiting weeks or even months before responding. This not only affects the customer experience but can also have legal and financial consequences. In this guide, we’ll explore the importance of timely complaint resolution and provide actionable steps to improve the process.
Why Timeliness Matters in Complaint Resolution
Delays Can Escalate Issues
A common issue we see is dealers taking too long to respond to a complaint. For example, if a customer has been waiting two weeks without an update, frustration builds, and the likelihood of a formal complaint increases. If a dealer fails to resolve an issue promptly after agreeing to help, the customer may have grounds to reject the vehicle under consumer law.
Tip: Treat every customer concern with urgency, just as you would with any new sale or inquiry. A swift response can prevent a minor issue from turning into a major complaint.
Dealers Risk Legal and Financial Consequences
Customers who experience excessive delays in repairs or communication may feel they have no choice but to escalate their complaint, either to their finance provider or regulatory bodies. If a dealer agrees to inspect a vehicle, they should do so quickly to avoid giving the customer grounds to challenge their handling of the complaint.
Tip: If you agree to inspect a customer’s vehicle, schedule it as soon as possible and keep them updated throughout the process.
Understanding Implied Terms and Durability
Under the Consumer Rights Act, vehicles should be of satisfactory quality, fit for purpose, and last a reasonable amount of time. When complaints arise months after purchase, it’s essential to assess whether the issue makes the vehicle non-durable.
For example, if a tyre tread is found to be below MOT standards just two months after the customer takes possession of the vehicle, having only covered 300 miles, the investigation may determine that the tyre was not adequately durable. However, if the same issue is reported after five months and 6,000 miles, it is more likely to be considered fair wear and tear, indicating the tyre was durable.
Tip: When assessing complaints, consider the vehicle’s age, mileage, and usage, as well as the customer’s mileage and the duration of their ownership. Keeping clear records of service history and inspections can help dealers determine whether an issue was likely present at the time of sale.
Best Practices for Handling Complaints Efficiently
1. Prioritise Complaint Resolution
Every complaint, regardless of the situation, should be treated as a priority. Just because a customer may not have a legal right to reject the vehicle does not mean the issue should be delayed or ignored.
2. Inspect Vehicles Without Delay
If a customer raises a concern, inspect the vehicle as soon as you can. Delaying repairs or diagnostics only prolongs the issue and risks further damage to both the vehicle and the relationship with the customer.
3. Keep Customers Updated
Customers should never feel like they’re chasing for information. Even if dealers don’t have a definitive answer, regular updates help maintain the customers confidence in the dealership.
4. Maintain Documentation
Dealers should keep detailed records of all customer interactions, repairs, and assessments. This can protect dealerships in the event of a dispute and help resolve complaints more effectively.
5. Be Proactive About Warranty Support
If a vehicle is under warranty, dealers should assist the customer in initiating a claim. Taking the extra step to make the initial call to the warranty company can greatly improve the customer experience.
Timeliness Builds Trust
Handling complaints efficiently is not just about resolving individual issues, it’s about building trust, protecting your reputation, and ensuring long-term customer satisfaction. By acting quickly, communicating effectively, and understanding the legal implications of delays, dealerships can significantly improve their complaint resolution process.
At First Response Finance, we encourage dealers to be proactive, responsive, and customer focused. A well-handled complaint can turn an unhappy customer into a loyal one. If you’d like more guidance on complaint resolution or consumer rights, don’t hesitate to get in touch with our team.
Why Partner with First Response Finance?
We’re more than just a finance provider. By choosing First Response Finance, you’re partnering with a company that values your success as much as its own. With a commitment to flexibility, transparency, and dealer support, we help you offer competitive solutions to your customers. Whether it’s cars, vans, or motorbikes, we’re here to make vehicle finance accessible and straightforward.
So, if you want to work with one of the best sub-prime finance companies in the UK, First Response Finance is here for you. Our flexible criteria, award-winning service, and consistent recognition from the industry, we are the go-to sub-prime finance company in the motor trade that you can trust.
Partner with us and experience the difference of working with the best subprime finance lenders, dedicated to helping you and your dealership get more deals over the line. If you don’t currently work with First Response Finance and would like to discuss how we can help you and your sub-prime customers, click the relevant button below, and Brad from our team will be in touch to discuss how we can help you sell more cars on finance.
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