Treating Customers Fairly: A Short Guide for Holiday Caravan Sales
Some Key Laws
Consumer law protections for holiday caravan buyers include:
- Full transparency – “Buyer beware” does not apply. Parks must disclose all relevant information, both positive and negative.
- Fairness in contracts and park rules – It is not just about the written terms, but how they are used in practice. Does your business explain them in detail at the point of sale, are all terms recorded and do you apply them precisely and fairly?
- Level playing field – Businesses may not take unfair advantage of their customers. For example, when an owner re-sells their holiday caravan on the park, they should be able to advertise in the same ways as the park.
Some Questions for your Business
These questions may help you make improvements:
- Is your sales team familiar with the Chartered Trading Standards Institute guidance on consumer vulnerability?
- Do you give buyers time to consider before signing, or do you allow same-day signings?
- Does your sales process include a truly granular explanation of pitch fees, transfer fees, and resale rights? We recommend writing the process down as key points or scripts.
- Do you apply resale procedures fairly, and without giving the park an unfair advantage?
Some Legal Tips
- Sales records – Make sure you document what was said to and agreed with each customer. Emails should be kept and notes made of calls and meetings. They may help with questions later.
- Pitch fee reviews – Follow the procedure in your licence agreement closely and provide a granular explanation of the reasons for the change. We are happy to check your proposal notice letter under your Parklaw subscription.
- Promises must be kept – Consumers may rely on information provided to them even if it is not in your agreements. Promises should only be made if the park is sure that they will be kept in all circumstances.
Next Steps
Having read this note, you may wish to consider:
- Introducing sales audits – always having a second pair of eyes review a sales process and paperwork before completing the deal.
- Checking your sales process, marketing information and scripts – ensuring consistency between what is promised and what is delivered.
- Reviewing training – it’s essential that your team understand your processes and how the law applies to their work.
- Speaking to us – we can answer your questions and help you review your procedures. We also provide bespoke training.
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