An interview with Motor Codes

Motor Codes was established by the motor industry at the request of government to act as the self-regulatory body for the automotive sector. Motor Codes is responsible for operating three automotive codes, the Motor Industry Code of Practice for New Cars and the Motor Industry Code of Practice for Service and Repair and the Motor Industry Code of Practice for Vehicle Warranty Products.

Motor Codes also offer a host of other services too, such as its online Garage Finder tool and a service and MOT reminder, plus a host of motoring guides to provide plenty of information to help you achieve years of worry-free motoring.

Motoring is a major part of all our lives and complaints can make headline news, so RoadTestReports.co.uk spoke to Motor Codes to find out how the organisation is working to improve standards and practices across the industry.

1. As a self-regulatory body, on the whole, how has the industry reacted to Motor Codes?

Industry has welcomed the presence of Motor Codes in each of the areas it operates its self-regulatory practices. There is no obligation for service and repair garages, vehicle manufacturers and warranty providers to sign-up to the Code, yet 99 per cent of all new cars sold are covered by the Code, the majority of the vehicle warranty market is Code supported and there’s over 6,200 garages nationwide working under Code guidelines.

2.We understand that the Service and Repair Code is the newest of the three Codes. How many companies are subscribed to the Code now?

The Service and Repair Code was launched in 2008 and already has significant market coverage with a rapidly growing network of over 6,200 garages nationwide. Motorists can find their nearest Motor Codes garage by using the online Garage Finder tool at www.motorcodes.co.uk.

3. How has Motor Codes helped improve industry standards over the last few years and what does it hope to achieve over the next few years?

Motor Codes has made its biggest strides in transforming the reputation and image of the service and repair sector. Independent surveys show that almost 50 per cent of people feel ripped-off by their garage, but a massive 93 per cent of Motor Codes customers are happy. Looking to the future, we’d like more and more people to experience the high levels of service on offer at Motor Codes garages, so will be directing motorists to Motor Codes website to find their nearest garages using the Garage Finder tool.

4. To ensure that motorists use reputable dealers, repairers etc, what should they look out for?

The Motor Codes tick logo is the symbol to spot in order to be sure of reputable garages, warranty providers and new car dealers. Searching for garages using the Garage Finder is the best way to find garages nearby. And there’s a list of subscribing Warranty provides on the Codes’ website.

5. How do motorists register a complaint about a service or product with Motor Codes?

The best way to contact Motor Codes is by calling the Motor Codes Advice Team on freephone number 0800 692 0825. Team members will advise on the best course of action. Alternatively, motorists can get in touch with Motor Codes online by clicking here.

6. Although RoadTestReports.co.uk receives lots of glowing consumer reviews about cars people have bought, it is fair to say there are a number of complaints too. What do you think is the number one mistake motorists make when trying to resolve an issue they have with their car and how can they help themselves?

The best way for motorists to resolve issues quickly and effectively is to follow a simple process advocated by the Motor Codes Advice Team. In the first instance, motorists should escalate their issue with the dealer, if they have no luck, contacting the manufacturer directly should be the next stage. Finally, if the issue remains unsatisfactorily resolved, contacting Motor Codes with evidence of attempts to rectify the situation will bring the issue to a close that is mutually acceptable to both parties.

7. You run three separate codes, two of which (the New Car Code and the Vehicle Warranty Products Code) cover warranties. How do these Codes work in regards to warranties, do they supplement each other? Which should I refer to if I have a problem with the warranty I was sold with my new car?

The New Car Code covers any warranty provided free of charge by a vehicle manufacturer with a new car until that warranty expires. The Vehicle Warranty Products Code covers all other warranties (i.e. non-manufacturer warranties). Choosing a warranty provider that subscribes to the Code provides motorists with peace of mind, reassurance and a structured means of resolving disputes.

8. Many complaints arise when dealers won’t carry work out under warranty. What can consumers do to ensure that dealers don’t try get out of repairing a vehicle by classing it as the driver’s fault?

Again, a simple process will ensure the most efficient way of solving any issue. Escalate the issue with the dealer, then contact the manufacturer, if still unsatisfied, seek Independent Technical Report. Finally, contact Motor Codes on 0800 692 0825 to rectify the situation.

9. You run a reminder service for motorists to notify them when their service and MOT needs renewing. Where can motorists access this service? It must be very popular, any thoughts on expanding it to cover photocard driving licence renewals too?! 

The free MOT and service reminder facility is certainly very popular. At motorcodes.co.uk, drivers can use the tool to make sure they are reminded to book their car in for regular maintenance work. We’re always open to new ideas, so popular demand may lead us to expand the service to include other motoring-related reminders such as driving licences.

10. There has been a lot of high profile recalls of cars in the press recently. How well do you think the recalls have been handled and what affect do you think this has had on the public’s perception of car makers?

The Motor Codes free-phone advice line has been buzzing with questions about recalls and we’ve been pleased with how responsive dealers and manufacturers have been to people’s concerns. The motor industry has one of the highest recall success rates of any industry and the UK is a leader in the recall process, handling communications and repairs quickly and efficiently. Motorists seem to appreciate the professional handling and speedy rectification of issues by manufacturers.

Author: Faye Sunderland, June 7th, 2010
Filed under: Interviews, Latest news | No Comments »