The Motor Industry Code of Practice
Helping to ensure fair and honest treatment by garages
Parts of the motor trade have a very poor reputation – some justified, some not but regular media coverage of 'rip-off garages' and a general lack of trust between garages and customers helps to perpetuate problems.
A new code of practice 'the Motor Industry Code of Practice', developed by the industry itself, was launched in August to encourage garages to raise their standards and the general image of the trade, and to rebuild customer confidence by helping consumers identify better businesses.
Background
The initial idea for the code of practice followed a damning report by the National Consumer Council claiming that 'shoddy repair work was costing the consumer £4billion a year' and calling for the industry to obtain full Office of Fair Trading (OFT) approval or be subject to legislation.
The Society of Motor Manufacturers and Traders (SMMT) worked with the Retail Motor Industry Federation, Office of Fair Trading, vehicle manufacturers and some car dealer groups to develop and set up the code of practice.
The code is now run by Motor Codes Limited, a subsidiary of the SMMT.
Purpose of the code of practice
This new scheme is designed to help car owners identify garages which will deal with their car properly and provide a good service. It covers all aspects of garage work from advertising, booking in work, undertaking repairs, staff, invoicing and resolving complaints.
Garages which sign up to the scheme agree to provide:
- an honest and fair service
- clear pricing
- repairs/service as agreed with the customer
- repair costs which match the initial quote
- staff who are well trained and keen to do the repair properly
- a easy and fast complaints procedure
Subscribing garages
Any garage undertaking car (or light commercial vehicle) servicing or repair can sign up to the code of practice for a small annual subscription fee.
Garages will have to undergo (and pay for) regular compliance checks to make sure that they continue to meet the standards required by the code.
Many garages have already signed up to the scheme. An online search facility on the official website helps you locate your nearest subscribing garage.
Search for garages in your area that have signed up to the code »
You will find the code logo in every garage that subscribes to the code. Look out for it next time you visit a garage.
Resolving disputes
If you have a dispute with a garage you should initially speak to the garage's dedicated customer service representative – the code requires that they have one.
If it all goes wrong and you can't resolve any dispute with the garage direct then a free consumer advice line is available.
Free consumer advice line. Tel.0800 692 0825
There is a free conciliation service but if that doesn't resolve the complaint to the satisfaction of the consumer then subscribing garages agree to independent arbitration if the consumer wishes.
Both parties will be required to sign an application for arbitration and pay the registration fee – currently £500 per case split equally between the customer and the garage.
The arbitration process is expected to be much more straightforward than having to take court action and its decisions are legally binding.
Other products & services
4 September 2008