The client had bought a larger family car after having a baby, only for it to fail almost immediately and again after repair. The dealer attempted to make excessive deductions and delay resolution.
What the team did
The statutory rights position was set out, the attempted repair and short timescale were documented, and the matter was escalated to a letter-before-action posture when negotiations became unreasonable.
Outcome
The dealership agreed a settlement based on a fair vehicle valuation and collection arrangements. The case shows why clear consumer-rights framing can shift negotiations quickly.
This case is anonymised and adapted from work undertaken through the Aurora Assist sister brand. Names, identifying details and some contextual details have been changed or withheld for confidentiality.