What is the Motor Industry Code of Practice for Service & Repair?

The Motor Industry Code of Practice for Service and Repair aims to promote and safeguard consumers' interests by helping consumers identify better businesses and to encourage subscribers to raise their standards of customer service.

• are committed to treating consumers fairly
• will guarantee good customer service
• give consumers clear information about the goods or services they are selling
• have user-friendly, straightforward and quick procedures for dealing with customer complaints
• will use clear and fair contracts

Why should I use a garage that is subscribed to the code?

All garages subscribed to the code have a compliance check within a two years period and have to operate in accordance with the promises set out in the code.

If you are dissatisfied with the service you receive from a garage subscribed to the code under any item covered by it you are able to submit your grievance to the advisory and conciliation service operated in conjunction with this Code.

A detailed procedure explaining how to do this appears in the Appendix of the Code as do the terms of reference for dispute resolution and disciplinary action.

How do I know if my nearest garage is subscribed to the code?

You can use the garage finder to search for garages in your area. Just enter your town or postcode and click seach.

Garages subscribed to the code will display their certificate of registration within their reception area and have copies of the brief guide available.

What is the Brief Guide?

The Brief Guide is a leaflet companion to the Code. It contains basic information on the Code, the Consumer Advice Line and Conciliation and Arbitration. It also provides consumers with a pre-contractual information check list and the Consumer Survey.

What is the Consumer Survey?

The Consumer Survey is included as part of the Brief Guide and can be completed and returned to the Code Administrator. The feedback received via the Consumer Survey provides the Code Administrator with information on each subscriber's performance and is a further tool to help gauge a Subscriber's overall performance and compliance with the Code.

Where can I get a copy of the code?

Copies of the Code are available for you to view at Subscribers premises or you can view or  will be available at the garage or you can download/view a copy here 

How do I get a copy of the brief guide?

Copies of the Brief Guide are available for you to view and take from the reception area of every Subscriber. You can also view or  download the Brief Guide here 

What do I do if I want to complain about a garage?

In the first instance you would complain to the Customer Relations Representative at the garage concerned. Any verbal complaints will be dealt with immediately and letters will receive an initial reply from the subscriber within 10 working days of receipt.
If attempts to reach a satisfactory solution fail, refer the complaint to the Motor Codes Advisory and Conciliation Service .

How do I contact the Codes Advisory and Conciliation Service ?

To submit a complaint or enquiry to the Codes Advisory and Conciliation Service

• call our freephone consumer advice line on 0800 692 0825
• Submit your enquiry online
• Write to:
• Motor Codes
  PO Box 26947
  Glasgow
  G2 9DN

I am not happy with the way the garage has repaired my vehicle and/or with the way I have been dealt with, who do I complain to?

In the first instance you should complain to the Customer Relations Representative (CRR) at the garage. The CRR will try to deal with your complaint immediately and letters will receive an initial reply from the subscriber within 10 working days of receipt.

If attempts to reach a satisfactory solution fail, refer the complaint to the Code Advisory and Conciliation Service.

What is Conciliation?

Conciliation is a dispute resolution process which, under the Code, aims to resolve disputes between a consumer and subscriber. The Code Advisory and Conciliation Service will investigate a consumer complaint and assess whether there has been any breach of the Code. The Code Advisory and Conciliation Service aim to resolve complaints to the satisfaction of both parties and in a speedy fashion with as little disruption to the consumer as possible.

When will a case be referred to Arbitration?

If a case remains unresolved or there is a difference of opinion that cannot be satisfactorily addressed through conciliation, the case can be referred to independent arbitration.

The result of an arbitration hearing will be the conclusion of a case and legally binding on both parties, the results of which will be assessed to determine whether any Code compliance issues have been raised and to consider if any Code amendments are required to address any specific problems.
Arbitration is legally binding, and there are only limited circumstances where a case already considered under the terms of the Arbitration Act can then proceed to court.

How are subscribers monitored?

A combination of methods is used to ensure that all subscribers comply with the Code. The following methods are used to ensure compliance.

Compliance Check

Every subscribing garage undergoes regular compliance checks, carried out by a RAC Inspector, to ensure that they are complying with the Code and meeting their Code promises to you. Checks are unannounced.

Consumer Survey

The Consumer Survey is a free post, tear off survey in the Brief Guide that you can complete following a service and/or repair. The Brief Guide leaflet can be found in the reception or customer facing area of every Code subscriber.

Complaints and Conciliation Cases

We monitor subscribers' performance in responding to complaints and enquiries and how they interact with our Code Advisory and Conciliation Service.

Points based performance monitoring/non-compliance sanctions

To ensure that poor subscribers do not tarnish the good reputation of the Code, subscribers that perform poorly will incur penalty points. If Subscribers reach set levels of points a series of progressive sanctions will be triggered, which can ultimately result in expulsion from the Code.

Who monitors the code?

The Code is monitored by the Independent Compliance Assessment Panel (ICAP) who in turn are monitored by the Office of Fair Trading (OFT). ICAP use information from the Consumer Survey, compliance checks and consumer enquiries/complaints to monitor the effectiveness of the Code and individual subscribers' performance.

This includes providing quarterly reports and an annual report to the OFT and determining what, if any penalties, or sanctions should be taken against Subscribers who fail to correct a breach or who are seen to be in persistent, or serious breach of the Code. ICAP is independent of the sector.

Are body repairs covered by the Code?

No, please refer any issues regarding the insurance and body repairs to the Vehicle Builders and Repairers Association

Are commercial vehicles covered by the Code?

Light and medium commercial vehicles are covered, but only where such vehicles are not used in the course of your trade, business or profession.

Are motor cycles covered by the Code?

No, please refer any issues regarding the servicing and/or repair of motor cycles to the Motor Cycle Industry Association

Do I have to have my vehicle serviced at an authorised dealer?

You have the choice of having your vehicle serviced at an authorised dealer or with an independent garage. However, if you choose to have the vehicle serviced outside of the authorised dealer network you must ensure that the service is completed in accordance with the manufacturers recommended service intervals and servicing criteria. You also need to retain proof of the service as this may be requested in the event of any warranty claim.

The recommended guidelines and service intervals will be provided within your service literature pack. We would strongly recommend that you read all of this information and seek clarification from the manufacturer if you are unsure on any particular point.

I have issues with a new vehicle warranty, is this covered by the code?

Issues relating to new car warranties are covered by the SMMT New Car Code of Practice. You can view a copy of the SMMT New Car Code in the consumer advice section of the SMMT website.

Alternatively contact the SMMT New Car Code consumer advice line on 0870 751 8270.

I have an issues with my vehicle that is covered by an extended warranty that I purchased from a garage subscribed to the code, is this covered by the code?

If your issues relates to the extended warranty policy and policy provider then you will need to refer your compliant to the SMMT Vehicle Protection Code. Contact the SMMT consumer advice line on 0870 751 8270.

Will the garage subscribed to the code charge me more for the work it carries out than a non member?

All garages are independent businesses and can set their own price structures, however being subscribed to the Code should not affect their charges.

Is the garage allowed to complete work on my vehicle without first seeking my authorisation?

The garage is obligated under the Code to contact you prior to commencement of any additional work, giving you the opportunity to accept and agree a new completion time/date and cost, or decline and exercise your right to cancel the booking.

If this has not been carried out then in the first instance you should refer your complaint to the subscriber's Customer Services Representative. If you wish to progress the complaint further then contact the Code Advisory and Conciliation Service.

Can I request the garage hold onto any old parts they have replaced for me to view and examine?

Yes, all garages subscribed to the Code have agreed to keep any parts that have been replaced until you have collected your vehicle, in order to give you the opportunity to view and examine, unless otherwise agreed.

Is the garage allowed to ask me for a deposit or pre payment before completing any service or repair work on my vehicle?

No, garages cannot ask for any deposits or payments from you before completing any service or repair work.