Designed to make the Motor Industry fair for all customers
OUR COMMITMENT TO THE HIGHEST STANDARDS
As you’ll see below, the Codes cover important rules about selling new cars, as well as guidelines for services and repairs.
From time to time there may be instances when you, our customer, are not satisfied with either the product or service that we have provided. In this instance we would always like you to talk to us directly so that we can try to rectify this.
Whilst we are clearly committed to a high quality of customer service there may be times when we are not able to resolve a dispute. In this unlikely event we would refer you to an ADR provider, either The Motor Ombudsman or the Financial Ombudsman Service (FOS), depending on the nature of the dispute. ADR is explained below.
Any questions? Call the Motor Ombudsman Advice Line on 0345 241 3008.
The Motor Industry Code of Practice for New Cars covers:
Advertising
New car sales
Manufacturer’s warranties
Availability of replacement parts
Complaints handling
Service and Repair
The Motor Industry Code of Practice for Service and Repair requires us to provide:
Honest and fair services
Open and transparent prices
Completion of work as agreed
Invoices that match quotes
Competent and conscientious staff
Straightforward and speedy complaints handling
WHAT IS ADR?
ADR stands for Alternative Dispute Resolution as is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps all parties reach an agreement.
Motor Ombudsman is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at https://www.themotorombudsman.org or alternatively you may wish to contact their advice line on 0800 692 0825.
As detailed in legislation, should the dispute relate to any financial services, then the Financial Ombudsman Service (FOS) offers this ADR facility. Further details can be found at financial-ombudsman.org.uk or may prefer to talk it through with someone on 0300 123 9123 or 0800 023 4567.
*Calls to 03 numbers cost the same as calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone.
