New Chapter for consumers – UK adopts Alternative Dispute Resolution legislation

Motor Codes appointed ADR provider for UK automotive industry

Motor Codes, the consumer arm of the Society of Motor Manufacturers and Traders (SMMT), has been appointed one of the automotive sector’s first Alternative Dispute Resolution (ADR) providers. Under new legislation introduced today, the organisation will work with businesses to help improve consumer confidence by resolving any disputes swiftly and reducing the number of complaints that go to court.

Alternative Dispute Resolution (ADR) legislation requires UK businesses to direct dissatisfied customers to an approved mediator, which will work with both parties and recommend fair conclusions. Motor Codes has managed disputes between motorists and automotive businesses since 2004 and has a proven track record of championing consumer rights. More than 99% of car manufacturers are signed up to its existing codes of conduct and the organisation currently serves consumers through a network of 7,500 garages across the UK.

Car purchases and service and repair costs are among UK consumers’ highest household bills, and while customer satisfaction in the automotive industry is high, this legislation offers an opportunity to further enhance customer satisfaction and resolve disputes more quickly.

Mark Terry, Interim Managing Director of Motor Codes, said, ‘’This legislation seeks to reduce the time it takes businesses to resolve customer complaints, to ensure less time is spent in the courts resolving disputes and to improve consumer confidence in the companies that serve them. This is a real opportunity for businesses to enhance customer satisfaction and trust in an already highly performing industry.”

Industry commentators are calling ADR the ‘quiet legislation’ because until recently little was known of the legal act, which potentially has far reaching implications for the UK automotive industry. It is overseen by the newly named, government-appointed Chartered Trading Standards Institute (CTSI).
The legislation, which all businesses must comply with by 1 October 2015, tops a busy year in consumer legislation which has seen the UK’s Consumer Rights Bill consolidate eight existing pieces of legislation, including the Sale of Goods Act 1979 and the Unfair Terms in Consumer Contracts Regulations 1999. The law was given assent in March 2015 but will be implemented on 1 October 2015.

Mark Terry said, “These recent milestones in consumer law will mark a new chapter in consumer satisfaction and ensure a more transparent marketplace. The new legislation will raise the benchmark in business practices, empowering the industry to generate trust so that consumers can make confident purchases.
‘’We know consumers will quickly become aware of their rights so if businesses embrace the changes and work with their chosen ADR provider, they will quickly become compliant with the law and on the journey to a more satisfied customer base.”

For more information, contact Motor Codes direct on 020 7344 1651 or visit adr.motorcodes.co.uk

Ends

Contact 

Kevin Parker MICPR

Head of Marketing and Communications
Motor Codes Limited
Tel: +44(0)20 7344 9215
Mobile: 07809 522187

Editors Notes

Motor Codes is the UK’s only comprehensive Chartered Trading Standards Institute-approved vehicle supply, maintenance and warranty network. Motor Codes takes a responsible approach to industry self-regulation and is the only organisation that works across all motor industry sectors; vehicle motor supply, service, warranty and after care, offering  a suite of Chartered Trading Standards Institute-approved codes of conduct.

Provider of an online garage finder www.motorcodes.co.uk/garagefinder/ with over 100,000 profile page views a month. Through the Motor Codes website you find a one-stop-shop garage search service that directs you to a Chartered Trading Standards Institute-approved business. Motorists can review all CTSI-approved service centre options in their area, taking into account existing customer comments, opinions and advocacy, before making an informed choice of where they wish to service and repair their vehicle.


Leave a Reply

Your email address will not be published.

*

*