Describes what is customary in the market for sales and customer support.
Last Published: 8/2/2019

The provision of after-sales parts and service is essential and should be considered when entering an agreement with a UK partner. There are also a number of independent after-sales, warranty and product servicing organizations in the UK. Most specialize in a single business sector, but a few major firms operate nationwide, providing a comprehensive maintenance and facilities management service. The leaders in this sector are Serco, AMEC and AM Planned Maintenance Ltd. The smaller service companies that provide local coverage can be identified from business directories, the Internet, and from listings held by local trade associations.

Conscious of the discrepancies among member states in product labeling, language use, legal guarantee and liability, the redress of which inevitably frustrates consumers in cross-border shopping, the EU institutions have launched a number of initiatives aimed at harmonizing national legislation.  Suppliers within and outside the EU should be aware of existing and upcoming legislation affecting sales, service and customer support.

Product Liability
Under the 1985 Directive on Liability of Defective Products, amended in 1999, the producer is liable for damage caused by a defect in his product. The legislation applies to any product marketed in the European Economic Area. Compensation for material damage is limited to goods for private use or consumption with a lower threshold of €500 ($561).  It sets out a time limit of 3 years for the recovery of damages and forbids clauses limiting or excluding the liability of the producer.  It is the injured party's responsibility to prove the damage, the defect and the causal relationship between defect and damage for the purpose of compensation.

Product Safety
The 2001 General Product Safety Directive (GPSD) introduces a general safety requirement at the EU level to ensure that manufacturers only place safe products on the market.  Apart from the general provisions, certain categories of products are covered by sector specific legislation and product specific provisions.  The Commission recently drafted for review a new Product Safety and Market Surveillance Package of legislative and non-legislative measures which is supposed to improve consumer product safety and to strengthen market surveillance of products in the EU.

Legal Warranties and After-sales Service
Sellers of consumer goods within the EU are obliged to guarantee the conformity of the goods with a contract, for a period of two years after the delivery of the goods.

Certain standards exist for assessing when conformity can be assumed and when not. If the goods are not delivered in conformity with the sales contract, consumers can ask for the goods to be repaired, replaced, and reduced in price or for the contract to be rescinded.  The final seller, who is responsible to the consumer, can also hold the producer liable in their business relationship.
 

Prepared by our U.S. Embassies abroad. With its network of 108 offices across the United States and in more than 75 countries, the U.S. Commercial Service of the U.S. Department of Commerce utilizes its global presence and international marketing expertise to help U.S. companies sell their products and services worldwide. Locate the U.S. Commercial Service trade specialist in the U.S. nearest you by visiting http://export.gov/usoffices.