The Motor Ombudsman’s New Automotive Code stays very important in safeguarding consumers’ rights
Twenty years since receiving the inexperienced gentle from the then Workplace of Truthful Buying and selling to behave because the go-between for the automotive consumers and producers, automotive watchdog The Motor Ombudsman is busier than ever.
Being given the official nod in September 2004 meant that the New Automotive Code was deemed to be efficient in selling and safeguarding the pursuits of motorists and supplied added safety to customers when shopping for a brand new automotive.
Following its introduction twenty years in the past, the New Automotive Code has since supplied a good and established framework of complete pointers, designed to drive up requirements within the provide of latest automobiles and warranties.
It’s right this moment one in every of The Motor Ombudsman’s 4 Codes of Apply to be authorized beneath the prevailing Accredited Code Scheme operated by the Chartered Buying and selling Requirements Institute (CTSI), and is right this moment voluntarily adhered to by 46 automobile producers – the most important quantity to take action at anybody time, and overlaying 98% of all new automobiles bought within the UK – a market price round £70 billion.
Disputes generally reported by motorists relate to the availability of unclear producer guarantee phrases, the administration of complaints, delays to elements being made accessible for repairs, and promoting probably containing deceptive data.
Talking at a latest webinar, chief ombudsman Invoice Fennell famous that new automotive complaints was rising in considerably. Final 12 months, the ombudsman recorded roughly 3,400 new automotive disputes, a quantity that has now surged to round 4,000 to date in 2024.
“We noticed a rise round 40% within the quantity of instances coming into us in 2023, and we’ve seen an identical improve this 12 months,” Fennell reported, noting {that a} vital issue contributing to the rise in complaints is customers’ rising consciousness of their rights.
Key drivers behind this pattern embrace ongoing issues over the price of residing driving customers to hunt decision extra aggressively. “Shoppers are extra inclined to pursue full refunds or automobile rejections than they had been pre-pandemic. This shift highlights a major change in expectations following latest market challenges,” he added.
Fennell reported that 70% of latest automotive disputes concerned points over producers’ warranties, usually regarding paint high quality, leather-based points, or digital malfunctions.
Complaints relating to how producers deal with these points account for 14%, whereas promoting discrepancies – particularly regarding electrical autos – represent 11%.
“Numerous that will likely be associated, definitely on the electrical autos, about vary. After we get into the colder months, we see loads of complaints coming in regards to the marketed mileage versus precise efficiency,” he famous.
The New Automotive Code outlines a complete of 30 commitments for companies, which embrace utilizing easy-tounderstand messaging in buyer documentation and promotional materials, presenting guarantee phrases in plain English and clearly itemizing any exclusions, and making spare components accessible from the time a brand new mannequin is launched.
Companies equally promise to take efficient motion as a way to make sure that customers obtain a good and swift response ought to a grievance come up.
Since The Motor Ombudsman was fashioned in 2016, the automotive authority has acquired round 11,800 contacts from customers on common yearly, and accepted almost 1,200 instances yearly.
Commenting on the milestone Fennell stated: “Celebrating twenty years of the New Automotive Code is a testomony to our sustained dedication to driving even larger requirements in our business. The rules highlighted by the Code are as related right this moment as they had been 20 years in the past, and stay pivotal within the supply of outstanding service by automobile producers.”
