Alternative Dispute Resolution (ADR)
As you would expect from an award-winning independent German car garage we are more than happy to comply with and subscribe to the National Conciliation Service Codes of Practice designed to make the motor industry fair for all customers.
As you’ll see below the codes cover important rules about services and repairs.
Service and Repair
The National Conciliation Service Code of Practice for Service and Repair requires us to provide:
- Honest and fair service.
- 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 the 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 our culture at MotorAid is committed to providing high quality 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 NCS 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.
National Conciliation Service is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at https://www.nationalconciliationservice.co.uk/
Alternatively you may wish to contact their advice line on 01788 538 317.
As detailed in legislation, should the dispute relate to any financial services, then the Financial Ombudsman Service (FOS) offers this ADR facility. Further details can be found at financial-ombudsman.org.uk or you may prefer to talk it through with someone on 0300 123 9123 or 0800 023 4567.