Code of practice ensures consumers with car body-work issues are in capable hands when using the auto repair industry, writes Joe Blamey T he rise of car body repairs, the dominant inuence of insurance companies and the availability of auto repair materials to supply home-based, one-man body shops means vehicle building and repair businesses must work harder than ever to catch a consumers attention. This, as many businesses understand, is no easy task. The accepted number of primary body shops in the UK that provide good training, equipment, facilities and premises is estimated to be 4,000. In reality, the Vehicle Builders and Repairers Association (VBRA) believes there could be as many as 7,500 businesses operating within, or on the periphery of, the sector. One of the reasons car body repairers become members of the VBRA and adopt the Car Body Repair Code of Practice is that the code distinguishes them from other auto repair companies. The code is part of TSIs Consumer Codes Approval Scheme (CCAS), which aids consumer protection by supporting businesses that voluntarily agree to adhere to stricter guidelines than those mandated by government. One of the most attractive elements of the CCAS is that it mandates businesses to provide a means of third party redress available toconsumers. VBRA, which is run by its members and for the benefit of all its members, continues to add advantages through further work in their interests, says VBRA director general Malcolm Tagg. The VBRA monitors its members operating The CCAS badge allows standards to maintain high standards of service and members to project best practice, providing fair conciliation if needed, themselves as being a where the complaint if not properly resolved by a better bet for the consumer member or through conciliation can be passed on MALCOLM TAGG by VBRA to binding arbitration. The CCAS badge allows members to project themselves as being a better bet for the consumer, says Tagg. Its a way of saying: If something was to go wrong, we have measures in place for fair and independent conciliation. A problem the car body repairs industry faces is that businesses are unlikely to see the same customer twice as accidents are random happenstance, not a lifestyle choice. Adding to this, the insurance company is often the first port of call for many consumers, which puts undue pressure both on the job of repairs when the consumer is most vulnerable, and into the hands of insurance companies, which have their go-to garages. We spend a lot of time fighting that [insurance company recommendations], says Tagg. Consumers are unlikely to argue withthe insurance company as they want them to pay for the repairs. It would be helpful to have greater awareness of our code of practice among the insurance companies. Discussing the role of CCAS within the motor trade, Tagg says: Having an approved code of practice does help the reputation of the industry. Were able to monitor and ensure that member garages are doing a good job and whats good for our members is good for the consumer. VBRAs code predates the original Office of Fair Trading code approval scheme and, even before that, included independent conciliation as standard. The TSI approval scheme is an enhancement to what already existed. Founded in 1914 to support what was known as the coachbuilding and wheelwright industry, VBRA has seen both the motor industry and consumer requirements change during the last 100 years. Credits Published You might also like Joe Blamey was an assistant Tuesday 24 March, 2015 Its good to talk March 2015 communications officer at TSI at the time of writing this article. Images: Dmitry Kalinovsky / Shutterstock To share this page, click on in the toolbar