Alternative Dispute Resolution

New Cars

New Cars

​The Motor Industry Code of Practice for New Cars covers:


  • Advertising
  • New car sales
  • Manufacturer’s warranties
  • Availability of replacement parts
  • Complaints handling
Car Service & Repair

Service and Repair

The Motor Industry Code of Practice for Service and Repair requires us to provide:

  • Honest and fair services
  • Open and transparent prices
  • Completion of work as agreed
  • Invoices that match quotes
  • Competent and conscientious staff
  • Straightforward and speedy complaints handling

From time to time there may be instances when you, our customer, are not satisfied with either the product or service that we have provided. In this instance we would always like you to talk to us directly so that we can try to rectify this.

Whilst we are clearly committed to a high quality of customer service there may be times when we are not able to resolve a dispute. In this unlikely event we would refer you to an ADR provider, either Motor Codes Ltd or the Financial Ombudsman Service (FOS), depending on the nature of the dispute.

What is ADR? - ADR stands for Alternative Dispute Resolution and is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps all parties reach an agreement.

Motor Codes is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at https://www.themotorombudsman.org/ or alternatively you may wish to contact their advice line on 0800 692 0825.


Financial Services Complaints

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk