TMO

The Motor Industry Code of Practice for Service and Repair is one of four Chartered Trading Standards Institute (CTSI)-approved Codes offered by The Motor Ombudsman, the automotive dispute resolution provider. It was first introduced in 2008 under Motor Codes (which became The Motor Ombudsman in 2016), and the comprehensive Code is designed to ensure that consumers receive an honest and fair service when visiting a Motor Ombudsman-accredited business’ premises for work or repairs on their car. Thousands of independent garages and franchised dealers across the UK are today signed up to the Code, and all are listed on The Motor Ombudsman’s Garage Finder (www.TheMotorOmbudsman.org/garage-finder).

The Service and Repair Code covers the following key commitments made by businesses:

  • The use of honest and accurate advertising
  • Having open and transparent pricing
  • Issuing invoices which match the booking price
  • Completing extra work only with prior agreement from the customer
  • The use of qualified staff that act in the customer’s best interests
  • Having a swift complaints handling process

In 2017, The Motor Ombudsman received nearly 11,000 contacts relating to the Code, a 20% increase compared to the year before. Of these enquiries, nearly 600 cases were raised by adjudicators, and these were mainly as a result of the standard of workmanship at a garage, the competency of staff and the booking in of work required to the car.

To download a copy of the Service and Repair Code, visit www.TheMotorOmbudsman.org/consumers/our-codes-of-practice/service-repair-code.