Newsroom

OFT launches VBRA consumer code of practice

4/05     12 January 2005

The Vehicle Builders and Repairers Association Ltd's (VBRA) consumer code of practice was launched to consumers today by the OFT.

The VBRA code sets the customer service standards that members must comply with when providing vehicle body repair services to customers. All VBRA members who deal with consumers have signed up to the approved code. By doing so they have agreed to provide the following benefits to consumers:

• estimates and/or quotations available to all customers
• a dedicated customer services manager appointed by each VBRA member who acts as the first port of call for customers with any queries or complaints about the service being provided to them
• a conciliation service to handle consumer disputes if a member's own disputes procedure does not resolve an issue
• reference to a low cost arbitration process to handle unresolved consumer disputes
• continuing monitoring of customer satisfaction so that problem areas can be identified and addressed
• a disciplinary committee to deal with members who do not deliver the promises in the code.

Consumers will be able to visit the OFT and VBRA websites to find their nearest VBRA vehicle body repair centre. All VBRA member vehicle body repair centres will contain explanatory leaflets about the new code so consumers have easy access to the code and how its provisions benefit them. It will also be promoted via adverts on petrol pumps and magazine adverts.

Visit the OFT Consumer Codes Approval Scheme website 
Visit the VBRA website

The OFT's Consumer Codes Approval Scheme will promote approved codes from a wide variety of sectors. It means that when consumers see the OFT Approved code logo they will know that the company displaying it has agreed to abide by a code of practice that is approved by the OFT. The OFT will only approve and promote codes that are shown to safeguard and promote consumers' interests beyond the basic requirements of the law.

Penny Boys, OFT Executive Director, said:

'The OFT Approved code logo means consumers know they are dealing with a supplier who has promised to treat them fairly if problems arise and has systems in place that respect consumers' interests. Today's launch demonstrates our support of those code sponsors who meet the very high standards of customer service required to achieve OFT approval.'

Ron Nicholson, Director General of the VBRA, said:

'The VBRA member companies have always led the way in setting standards for the vehicle body repair industry. Together with the VBRA, they have made a tremendous effort to ensure the consumer code of practice meets the OFT scheme's stringent, challenging core criteria. This approval provides the opportunity for members to be recognised by their use of the OFT's Approved code logo that they are working to high customer service standards. They deserve this long overdue recognition for the high quality standard to which they all operate.' 

NOTES

1. The independent trade association covers the UK vehicle body builders and repairers industry. The code applies to members who deal directly with consumers only. They secured approval for their consumer code on 13 October 2004 (see press release 169/04).

2. The Enterprise Act 2002 gives the OFT increased powers to help develop effective self-regulation through approving and promoting consumer codes of practice that meet the OFT's core criteria.

3. The OFT's Consumer Codes Approval Scheme aims to promote and safeguard consumers' interests by helping consumers identify better businesses and to encourage those businesses to raise standards of customer service  by meeting the OFT's core criteria (see press release 31/01).

4. Code sponsors who have completed stage one and are working towards approval of their code, are:  the Ombudsman of Estate Agents Company Ltd (OEA) (see press release 69a/02); the Association of British Travel Agents (see press release 15/03).

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