The motor industry has today launched a robust new code of practice to improve the standards of garages across the country, addressing complaints which cost consumers an estimated ￡4billion a year.Motorists now have the reassurance of a new scheme and tough enforcement regime to ensure fair and honest treatment by garages. Responding to consumer concerns over pricing, quality of work and customer service, the new Code now commits subscribing garages 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 complaint procedure And offers motorists:An online search facility allowing consumers to locate their nearest subscribing garage A free consumer advice line Free conciliation and low cost, legally binding arbitration Secretary of State for the Department of Business, Enterprise and Regulatory Reform, Rt Hon John Hutton said: “Most people have experienced first hand, or heard from neighbours and friends, horror stories about run-ins with rogue garages. For too long the bad practices of a minority have damaged honest businesses and ripped off consumers.“I’m delighted that the industry has got together to tackle this problem and drive up standards. Regular inspections, tough penalties, a helpline for advice and a searchable guide will help people to get a good deal.”Motor Codes director, Chris Mason, continued: “This is one of the most important pieces of consumer protection in the last 30 years, giving motorists peace of mind when getting their car serviced or repaired. “The Code has been developed with the support of the service and repair sector, government, trade bodies and the consumer lobby in order to clean up the image of the garage trade and increase consumer confidence. The Code will raise the bar when it comes to customer service but also offers advice, conciliation and arbitration, should a dispute arise involving a subscribing garage. Wherever possible we aim to resolve any issues before the vehicle leaves the repair outlet, but if not, the Code provides an easily accessible and robust dispute resolution mechanism when required.”The Motor Industry Code of Practice for Service and Repair has received the backing of trade bodies and consumer groups.After a three-month subscription period that saw thousands of businesses log on to motorindustrycodes.co.uk to subscribe to this groundbreaking initiative, the Code goes live to consumers today. Having satisfied the Office of Fair Trading (OFT) that the Code promotes and safeguards consumer interests beyond the minimum requirements of consumer law, the Code has now completed stage one of the OFT’s Consumer Codes Approval Scheme.What is the Motor Industry Code of Practice for Service and Repair?An industry-wide, self-regulating Code of Practice to promote and safeguard consumers’ interests by helping them to identify better businesses and encourage garages to raise their standards of customer service Any garage in the UK which services and/or repairs cars or light commercial vehicles can sign up to the Code, providing they agree to meet the standards set Annual subscription fee will be ￡75 per outlet, with a further cost of ￡175 every 24 months for a compliance check Full details can be requested by interested garages from [email protected] The Code will be monitored by the Code administrator (Motor Codes Ltd), which is in turn monitored by the OFT Subscribing garages will face a regular compliance check to ensure they continue to meet the standards set out in the Code Advice to consumers:Visit motorindustrycodes.co.uk to identify your nearest subscribing garage In the event of a dispute: Speak to the garage’s dedicated customer service representative If unable to resolve the complaint, phone the free consumer advice line Refer complex cases to the conciliation service If conciliation does not resolve the complaint to the satisfaction of the consumer, subscribers will agree to independent arbitration, with a fixed fee for each party, if the consumer wishes Freepost reply forms available at each garage or online via motorindustrycodes.co.uk, allow garage customers the opportunity of appraising Motor Codes of the sector performance Background to the Code:National Consumer Council (NCC) publishes paper “At a crossroads – getting the UK car servicing and repair sector back on track” claiming shoddy repair work was costing the consumer ￡4 billion a year. NCC called for the industry to obtain and maintain full OFT approval or be subjected to legislation Industry acknowledges poor perception of the sector and starts development on strategy to alter positively the views of consumers 12 November 2007: Retail Motor Strategy Group gives SMMT thumbs up to house Code body and continue development November 2007: Consumer Minister, Gareth Thomas MP is reassured that this is a means of addressing the estimated ￡4 billion a year cost to consumers through shoddy service and repairs May 2008: Development continues with the Code launching to the trade, starting the subscription process 29 August 2008: Code completed stage one of the OFT’s Consumer Codes Approval Scheme, the first step to OFT approval and went live to consumers