The Consumer Rights Act & modern vehicle technology: An industry discussion

The Consumer Rights Act remains one of the most important protections available to vehicle buyers in the UK. However, ten years after its introduction, the automotive industry has undergone a significant transformation.

Modern vehicles are no longer simply mechanical machines. Advanced driver assistance systems (ADAS), electric vehicles, connected technologies, software updates, remote diagnostics and increasingly complex electronic systems have created challenges that were unimaginable when the legislation was first introduced.

In this two-part webinar series, Warranty Solutions Group facilitates an open industry discussion on how the Consumer Rights Act is being applied in today’s automotive sector and whether current guidance reflects the realities of modern vehicle technology.

Why this conversation matters

As vehicle technology evolves, so do the challenges faced by:
  • PMotor retailers
  • PService departments
  • PTechnicians
  • PWarranty providers
  • PManufacturers
  • PConsumers
Diagnosis can now take days or even weeks to establish the root cause of a fault. Software-related issues can be intermittent and difficult to replicate. Parts shortages may delay repairs. Meanwhile, consumer expectations continue to rise as vehicles become increasingly technology-driven.

These challenges raise an important question:

Does the current interpretation of the Consumer Rights Act reflect today’s automotive landscape?

Explore the webinar series

Part 1: Understanding the challenges facing dealers, repairers & consumers

Featuring Warranty Solutions Group’s John Colinswood and Andy Shipp alongside Amy-Jane Marsden of ProTech Academy, this discussion examines the practical realities of diagnosing faults in modern vehicles, managing customer expectations and navigating Consumer Rights Act disputes in an increasingly complex automotive environment.

Part 2: Industry perspectives on the future of consumer protection

Featuring John Colinswood (Warranty Solutions Group), Professor Jim Saker (IMI) and Symon Cook (NFDA), Part 2 explores changing customer expectations, the impact of emerging vehicle technologies, and what greater clarity and consistency could look like for the industry moving forward.

Key takeaways from the series

Modern vehicles are more complex than ever

The shift from mechanical repairs to software-driven diagnostics has fundamentally changed how faults are diagnosed and resolved.

Consumer protection remains essential

The industry continues to support strong consumer rights and protections.

Better communication improves outcomes

Clear communication between consumers, service departments and technicians plays a critical role in dispute resolution.

Training is critical

The skills required to diagnose and repair today’s vehicles continue to evolve rapidly.

Collaboration drives progress

Manufacturers, retailers, warranty providers and industry bodies all have a role to play in supporting fair outcomes.

The conversation must continue

As vehicle technology advances, ongoing industry dialogue will be essential to ensure legislation and guidance remain relevant.

About Warranty Solutions Group

Warranty Solutions Group supports thousands of automotive businesses across the UK with warranty, compliance and claims management services.

Through industry collaboration and thought leadership initiatives, WSG continues to champion practical solutions that deliver positive outcomes for consumers, retailers and the wider automotive sector.