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Motor Codes carries out service and repair code review

Garages can download the Motor Codes Independent Compliance Assessment Panel (ICAP) report, which met last month to carry out its second quarterly review of how the code for service and repair is performing.

There are now 4,476 garages signed up to the service and repair code across the UK.

Just over 95% of the calls taken by the Motor Codes team were from motorists wanting expert advice with only 5% making complaints about their recent garage experience.

Twenty five complaints were satisfactorily dealt with through the free fast-track system and only two out of the 22 conciliation cases opened have been escalated to arbitration, with the outcome to be reported at the next ICAP meeting.
You can download the full report here.

Chris Mason, director of Motor Codes, said: “We are very encouraged by the findings of this latest ICAP report which clearly demonstrates the excellent progress being made in the self regulation of the garage sector through the Motor Industry Code of Practice for Service and Repair.

“There is positive evidence that after just a few months of operation, the code is being used by responsible businesses to deliver consistently high levels of customer service.”

  • More than a thousand calls to consumer advice phone line as awareness grows
  • 91% of conciliation cases satisfactorily resolved without need for arbitration


ICAP was established to assist in the process of satisfying consumer bodies and Government that the sector is capable of managing its own affairs and the panel meets to carry out reviews, make recommendations accordingly and supply evidence to the Office of Fair Trading (OFT) and Trading Standards for monitoring purposes.

Alec Murray, ICAP chairman, said: “The decisions made by the panel demonstrate that this code operates to the standards expected by Motor Codes and, importantly, the OFT.

“The key plus points to take from this latest review is the growing number of subscribing garages and the success of the assistance delivered by the consumer advice line, fast track and conciliation service. This demonstrates the willingness and ability of the sector to manage its own affairs to the mutual benefit of consumers and businesses alike.”

Any UK garage can sign up to the voluntary code, which has already completed stage one of the OFT Consumer Codes Approval Scheme. To comply with the code, a garage needs to commit to meet the requirements for completing service and repair work whilst doing business with its customers.

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