SMMT’s New Car Code of Practice has completed stage one of the Office of Fair Trading new consumer codes approval scheme. The news means increased confidence for new car buyers who are guaranteed the highest levels of service from the industry.
The Code presents a set of promises from manufacturers directly to new car buyers. It includes the information car makers must provide in new car warranties including terms and conditions, as well as advice about consumer rights and what to do in the event of a complaint. Importantly, the Code includes an independent dispute resolution mechanism where a consumer believes a promise has been broken.
The vast majority of the 2.5 million new car buyers each year are satisfied with their purchase. However, SMMT’s New Car Code of Practice means greater confidence for all buyers and assistance to the minority of customers who are either not satisfied with the quality of their new car or the way a dispute has been handled.
SMMT chief executive Christopher Macgowan said, ‘Buying a new car is a big decision and it is important that consumers have confidence in the UK industry. With the OFT’s support, SMMT can ensure that customers continue to receive quality service and peace of mind. We look forward to demonstrating our commitment to the Code and gaining stage two approval from the OFT in the near future.’
Notes to Editors:
1. The Society of Motor Manufacturers and Traders (SMMT) Regulation and Compliance Unit provides conciliation in any dispute between a consumer and member company in relation to the SMMT New Car Code of Practice.
2. SMMT will monitor manufacturers’ standards through a bi-annual customer satisfaction survey and consumer conciliation records. Reports will be published annually with progressive sanctions for manufacturers who fail to meet standards laid out in the Code.
3. The OFT will assess the evidence provided by SMMT for an undefined period and will grant OFT approval when they are satisfied that all the relevant criteria have been met.
4. SMMT’s dedicated consumer advice line is available to consumers at 0870 751 8270. Advice and assistance is also available online at www.smmt.co.uk/consumeradvice
