, "13":"CCAS In this feature new car code advice line fast-track service Its good to talk How one CCAS sponsor saves consumers 2m and brings business to UK garages. An account by Ivy Hughes I n 2014, Motor Codes advice line received 12,500 calls and recovered an estimated 2m for consumers across the UK. Motor Codes New Car Code, Vehicle Warranty Products Code, and the Service and Repair Code are approved by TSIs Consumer Codes Approval Scheme (CCAS). Motor Codes has operated an advice line for consumers since 2004. One of the biggest draws to the CCAS is the requirement that all thesponsors provide a means of redress for consumers and businesses.Code sponsors work with TSI to develop a complaints process that includes conciliation or arbitration, plus alternative dispute resolution (ADR). Holly McAllister, head of customer services and quality at Motor Codes, says: The intent of this requirement is to ensure that consumers receive the goods and services outlined in their contracts, and that businesses uphold the high standards outlined by the CCAS. The benefit to both parties is that they get an independent and objective view. In the vast majority of cases, the situation is resolved where there has been a breakdown in trust or communication, allowing the matter to be worked out quickly and the dispute brought to a close. Motor Codes is proud to operate more than one code, and has a well developed and robust complaints process. Consumers who are dissatisfied with a service provided by a MotorCodes member can call the advice line for help and guidance. Themajority of complaints are resolved at this stage and only 10percent ofcomplaints are escalated to the free fast-track service orconciliation services. With the fast-track service, an adviser immediately calls the garage to try to resolve the queries and, generally, resolution is achieved within 24 hours. Motor Codes conciliation service is more formal. Complex complaints that may involve technical reports and evidence are referred to the conciliation service. The process takes longer to process, but cases are generally resolved within 20 days. Mark Terry, interim managing director at Motor Codes, says: The advice line operates as an advocate for the consumer and the service provider. We mediate to ensure that both sides are aware of their rights and are supported through a structured complaints procedure. He added: All calls are handled by a Motor Codes case officer, so users of the service can be assured of a professional, unbiased and reliable service. This helps demonstrate the effectiveness of the service to garages and motorists. By working with Citizens Advice and TSI, Motor Codes has been able to keep improving standards for motorists and reduce the number of official complaints lodged against the automotive industry. With less than one In 2014, Motor Codes estimated per cent of all issues having to be referred that more than 18m of business to low-cost, legally binding arbitration, it was generated for garages demonstrates the process is effective in through their subscription with us. resolving disputes amicably. Operators who sign up to the codes are In 2014, more than 45 per cent of consumer promising to deliver a quality and referrals came from subscribers, who as transparent service CCAS members can refer dissatisfied MARK TERRY customers directly to the advice line. McAllister says: In recent years, we have seen an increase in garages contacting the advice line directly, whichnot only demonstrates that subscribers want to do the right thingby their customers, but also often prevents the need for complaints to escalate. Motor Codes ensures that the services of its subscribers are well publicised so that consumers are well aware of local garages in their area that have signed up to the codes. On the Motor Codes website, 8,000 subscribers have their own profile page and there are more than 100,000 profile-page views every month. These create 10,000 enquiries direct to Motor Codes garages. Terry is confident that Motor Codes has helped to improve customer confidence in the motor industry and, by fostering a spirit of fairness and transparency, it has helped garages to benefit from new business. He says: In 2014, Motor Codes estimated that more than 18m of business was generated through their subscription with us. Operators who sign up to the codes are promising to deliver a quality and transparent service. Its no surprise that consumers are keen to buy goods and services from an organisation that they can trust, and with which their rights areprotected robustly. Credits Published You might also like Ivy Hughes is a communications executive Tuesday 24 February, 2015 Testament to quality February 2015 at TSI. Images: Martin Barraud / Getty Images To share this page, click on in the toolbar "