Cardiff Council’s Trading Standards continues to back a range of customer standards called ‘Motor Codes’ that give motorists peace of mind.
Launched in 2010, Motor Codes provides a check and balance on customer service levels, and has proved to be popular with dealers, service providers and customers alike.
Their Codes of Practice – for new car sales, service and repair warranties have been developed from within the motor industry to provide a self-regulatory regime by which individual garages can demonstrate their intention to operate as responsible businesses and have in place a speedy dispute resolution service that consumers can readily access in the event of a service issue.
Deputy Leader of Cardiff Council, Councillor Judith Woodman, said: “Cardiff Council is absolutely committed to ensuring that excellent services are delivered to our citizens and recognise the drive within the motor industry to help us realise this aim. Motor Codes provide a firm commitment to outstanding customer service and offers peace of mind particularly when value for money is paramount to a lot of families.”
What do the codes cover?
- New cars – The codes oversee parts availability complaints, advertising and every aspect of new vehicle sales.
- Servicing and repair – Garages signed up to the scheme must recognise a wide range of formally agreed standards ranging from customer care to invoicing.
- Warranties – The codes are claimed to set higher standards for pre-sales information, cancellation rights and protected claims funds.
What are the advantages for motorists?
Car owners who require consumer advice have access to the Motor Codes helpline (0800 692 0825).
Benefits also include:
- Transparent pricing and invoicing.
- A free conciliation service.
- Low cost arbitration.
- A web-based motoring advice centre (www.motorcodes.co.uk/motoring-advice).
- A list of accredited garages.
Why were the codes introduced?
Cars represent a big investment, and many buyers feel outside their comfort zones when buying them.
Some punters don’t trust the motor trade. According to a Motor Codes survey, over 14m car owners feel they’ve been cheated over servicing and repair costs.
What does it actually mean?
The codes provide consumers with a single point of contact for a wide variety of car-related issues.
The Motor Industry Code of Practice for Service and Repair (the Code) commits garages to an open, transparent and fair way of doing business. By subscribing to the Code, a garage is demonstrating its commitment to operate as a responsible business.
All garages that subscribe to the Code have committed to:
- honest and fair services
- open and transparent pricing
- completing work as agreed
- invoices that match quoted prices
- competent and conscientious staff
- a straightforward, swift complaints procedure
The code itself provides you with:
- a free consumer advice line
- free conciliation and low cost independent arbitration
- more rights than required by law
What to do if there’s a problem
If you have a complaint arising from service or repair work carried out to your vehicle, you should first speak to the garage’s Customer Relations Representative.
If they are unable to resolve your complaint, you can call the Code’s Consumer Advice Line (CAL) on 0800 692 0825 or submit your complaint online at: www.motorindustrycodes.co.uk
CAL will assess your complaint and provide advice and assistance to help resolve it. If your vehicle is still with the subscriber, CAL may contact them directly to try and achieve a swift resolution to the situation.
If the subscriber appears to be in breach of the Code, CAL may refer the case to the Conciliation Service for further investigation. If Conciliation are still unable to resolve the complaint to your satisfaction, you may request that the case be referred to independent arbitration. Arbitration offers you a quick and low cost alternative to taking legal action through the Courts and the outcome of arbitration is legally binding upon you and the subscriber.
You are, of course, under no obligation to refer your complaint to the Code Advisory and Conciliation Service and are free to seek redress through the Courts.
For further information on the complaints process and disciplinary action – as well as more information on the Code, a subscriber search tool, and general advice and guidance – please visit: www.motorindustrycodes.co.uk
Breaches of the Code
Subscribers who do not correct a breach or who are seen to be in persistent breach of the Code will be referred to the Independent Compliance Assessment Panel (ICAP). Depending upon the severity of the breach ICAP can impose a variety of sanctions upon subscribers, including expulsion from the Code scheme.
