MOTOR CODES SUPPORTS DRIVE FOR CONSUMER CONFIDENCE AT TRADING STANDARDS CONFERENCE
Reflecting its position as the nationwide provider of OFT-approved codes of practice for the automotive industry, Motor Codes is exhibiting at this year’s annual Trading Standards Conference, Manchester Central Convention Complex, 25-28 June.
In a year that has seen a significant shift in how consumer protection is regulated, with the Consumer Landscape Review placing Trading Standards Institute (TSI) as the overseer of the Consumer Codes Approval Scheme from April, Motor Codes’ presence at the event complements a number of activities undertaken alongside TSI.
In May, Chris Mason, managing director at Motor Codes, took part in a Trading Standards Tutorial. Interviewed by TSI lead motor trade officer, Tim Milsom, Chris outlined to TSI officers the protection offered to consumers through Motor Codes and its team of independent advisors and highlighted Motor Codes as an effective referral route for motorists contacting Citizens Advice.
“Of the 9,000 calls to Motor Codes from motorists last year”, Chris explained, “our customer service experts were able to resolve in excess of 90% of all calls through provision of clear-cut advice and third-party mediation. Only 7% of cases required any formal conciliation service”
“Not only does this demonstrate the effectiveness of the service to garages and motorists but working with Citizens Advice and TSI will enable us to keep improving standards for motorists and to reduce the number of official complaints lodged against the automotive industry in the government’s consumer complaint lists.”
The operation of Motor Codes is regulated by an Independent Compliance and Assessment Panel, which meets quarterly to review subscriber performance and, where necessary issue penalty points or expulsion notices to garages that do not meet the Motor Codes OFT-approved standard. The panel is currently chaired by TSI Chief Executive, Ron Gainsford OBE.
Visitors to the Motor Codes stand, D2, can find out information on its codes of practice for new car sales and service and repair, see the Motor Codes garage finder and associated online customer review mechanism and talk through the customer advice and FastTrack conciliation service.