Lawyers have raised concerns about the Consumer Rights Act, which passed into law last week.
The Act aims to streamline key consumer rights and remedies when goods are faulty. It also covers unfair contract terms, uncompetitive action by businesses, consumer rights over digital content and refunds for services that do not match up to expectation.
Businesses have until 1 October to implement the Act and educate staff about the changes.
However, Nicky Strong, regulatory lawyer at law firm Bond Dickinson says: “The headlines suggest that the changes are largely a matter of common sense but the devil is in the detail and the main concern around the Act is how the enforcement and remedies sections are going to work in practice.
“Under the new changes, consumers will have the right to a reduction in the price or to reject the goods after only one unsuccessful repair or replacement. This is one part that is causing some significant uncertainty. Businesses are already expressing concerns as to how they should approach customer complaints and what remedies can be used and when.
“It is clear that greater clarity is still required on certain aspects of the Act and how it will operate, and with only six months and a General Election to go, it may be cutting it fine for the Department for Business, Innovation & Skills (Bis) to produce guidance which is helpful at a practical level.”
It is understood that Bis will engage more fully with businesses between the election and 1 October, when the Act comes into force.
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