Complaint
A consumer found a fault with their new battery storage product- the manufacturer confirmed it was not installed correctly, invalidating the warranty. The business had refused to fix it as their 2-year workmanship warranty had expired.
How we helped
Having reviewed the documents provided by both parties, we helped the business understand the consumer’s rights and their responsibilities under the Consumer Rights Act – importantly that they may be responsible for up to 6 years if they have provided a service without reasonable care and skill. We took time to explain how additional warranties and guarantees offered must not limit this responsibility.
Understanding their position, the business offered to cover the cost of re-installing the battery. The consumer accepted this, and the business paid £600 for another installer to correct the problem.
The consumer noted ‘the professionalism, diligence and attention to detail’ we showed in mediating the complaint.