Code of Practice

The Motor Industry Code of Practice for Service and Repair is a voluntary Code of practice that has been developed by the motor industry for the benefit of consumers and garages.

The Code was developed by the Motor Industry in response to a National Consumer Council paper that alleged that the service and repair sector caused consumer detriment valued at £4 billion per annum. Importantly, as time has gone by the industry has recognised that developing the Code was the right thing to do.

It has the backing of key motor industry bodies, vehicle manufacturers and has the support of Trading Standards and the Department of Business, Enterprise and Regulatory Reform.

The Code aims to promote and safeguard consumers' interests by helping consumers identify better garages and to encourage garages to raise their standards of customer service. Every garage that has signed up to the Code is demonstrating a commitment to operate as a responsible, accountable business.

Each subscribing garages commit to providing you with:

• 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 provides you with:

• A free consumer advice line
• Free conciliation and low cost independent arbitration
• More rights than required by law

The Motor Industry Code of Practice for Service and Repair

The Code sets out and defines the promises made by subscribers regarding:

• Advertising
• The booking process
• Carrying out the work
• Billing
• Staff
• Complaints handling
• Dispute resolution and disciplinary action

Each section of the Code details a subscribers promise, sets out the criteria they need to comply with and contains useful information and guidance for you, under the heading ‘We would advise you to'. The Code also sets out the details of the complaints escalation process and information on the Code Conciliation and Advisory Service and lists the applicable legislation.

Click here to view or download a copy of the Code

Or you can view a copy of the Code at any subscribing garage

The Brief Guide

The Brief Guide is a leaflet companion to the Code that you will be able to find in the reception area of every subscriber to the Code. It contains a brief overview of the Code and provides information on the Consumer Advice Line, Conciliation and Arbitration. It also has a useful pre-contractual information check list on what you should know before a garage starts working on your vehicle.

Click here to view or download a copy of the Brief Guide