OUR COMMITMENT TO THE HIGHEST STANDARDS
As you’ll see below, the Codes cover important rules about selling 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 Used Cars covers:
- Transparent wording in adverts and pricing.
- Vehicle provenance checks when selling a used car.
- Test drives.
- No pressurising with pushy sales.
- Accurate advice on warranty and finance products.
- A full vehicle handover with all available historic documentation, service history and valid MOT certificate.
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.
