National Conciliation Service - arbitration

Incredulous

Hi, has anyone had experience of using the NCS arbitration?

About a year ago I bought a new car and quickly discovered that the dealer had been “economical with the truth” about various extras, e.g. telling me I had to have parking sensors with park assist, when I could have got them (cheaper, of course) on their one, and withheld information about other aspects, despite my asking for an “idiot’s guide” to all the features, e.g. that it didn’t have folding mirrors, which, if fitted at the time would have cost £100, but retrospectively will cost around £1,000! (I have neck problems, so pushing in v. stiff mirrors, is a serious problem for me.)

The company first ignored my letter and emails for several months, then just gave me a brush off.

I went through the NCS conciliation, but because they refused to co-operate fully the conciliator, there was nothing he could do. So, the next option is arbitration, through the NCS or to go to the small claims court, which is likely to be more expensive.

I just wondered if anyone has had experience of going through arbitration and, if so, what it was like and whether you were happy. Just not sure which would be best arbitration or SCC.

Thanks.

Nobbie1967

Not sure the dealer will bother with arbitration either if they didn't fully co-operate in conciliation. SCC seems like the only option, but it doesn't sound like you have much of a case from the little info in your post.

If you have specific issues, it's down to you to make sure the vehicle is suitable. I'm not sure how a dealer was supposed to infer that folding mirrors were a requirement due to a stiff neck.

Sorry to be negative, but I don't see you getting anywhere with this.

Incredulous

I did make it very clear to several people I spoke to at the dealers, that I wanted them to go through every detail of the car, on several occasions, as this was the first time I had actually seen one first hand and they said they would be happy to provide “an idiot’s guide” as I called it.

Re the parking sensors, I specifically asked if it was possible to get them without the park assist and I was told no. It turned out subsequently that I can and that would have saved me £250.

Comms69

I think you aren’t going to win anything; which is why they are ignoring you

greatkingrat

If a company decides they will only sell A, B and C as a package, that is not illegal. You have a choice to either take it or leave it. You can of course go to other dealers and see if they will sell you A on its own, but there is no obligation on the first dealer to advertise this fact.

And unless you specifically asked about powered door mirrors, I don't think you have any case there either. If the salesman is giving you a guide to the car, I would expect him to show you the features the car has got, not list the features the car hasn't got.

Incredulous

The point is that I was told buying them separately was not an option, which, in fact it was and they could have added it to the extras to be paid for.

As for ignoring, no, they are refusing to respond precisely because they know I have valid points! They have not disputed anything I’ve said and they refuse to say what the reps have told them away said, so clearly they know they are on the wrong. They also just keep repeating one basic premise, which I can prove is wrong!

Anyway, all I asked was whether anyone had any experience of arbitration through the NCS, so I can decide what, if anything, I do next! It would seem no-one has.

Comms69

Incredulous wrote: »

The point is that I was told buying them separately was not an option, which, in fact it was and they could have added it to the extras to be paid for.

As for ignoring, no, they are refusing to respond precisely because they know I have valid points! - If that were true, it is in their interests to respond. As this limits their liability They have not disputed anything I’ve said and they refuse to say what the reps have told them away said, so clearly they know they are on the wrong. They also just keep repeating one basic premise, which I can prove is wrong! - then when you go to court you'll win

Anyway, all I asked was whether anyone had any experience of arbitration through the NCS, so I can decide what, if anything, I do next! It would seem no-one has.

Next you go to court. Goodluck - personally I think you'll need it