Motor Ombudsman Welcomes Motoreasy

Tuesday, June 20, 2017 - 14:50
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The Motor Ombudsman’s Motor Industry Code of Practice

The Motor Ombudsman, the automotive dispute resolution body, is pleased to announce that MotorEasy, the car warranty provider and maintenance and ownership service, is now accredited to its Chartered Trading Standards Institute (CTSI)-approved Vehicle Warranty Products Motor Industry Code of Practice.

This brings the total number of businesses to 12, and they account for around three quarters of the industry’s major providers that administer over three million products every year to motorists.

The Motor Industry Code of Practice for Vehicle Warranty Products was launched in 2009 to drive up standards beyond those required by law for the provision and term of automotive warranties. This includes service contracts (guarantees and extended warranties), Guaranteed Asset Protection (GAP), roadside assistance and Return to Invoice (RTI) insurance, amongst other insured and non-insured products.

The Code details a series of commitments that all businesses agree to adhere to as part of their accreditation. These are namely, accurate and clear advertising and consumer communications, the provision of advice and information in-line with the customer’s needs, the writing of product literature in plain English, compliance with all regulatory requirements laid down by the Financial Conduct Authority (FCA), and the supply of additional consumer protection above and beyond the business’ legal obligations.

Furthermore, vehicle warranty product providers pledge to have a simple claims procedure in place to resolve any customer problems quickly and cost effectively. Should they be unable to reach a satisfactory conclusion to a dispute, accredited businesses are able to refer consumers to The Motor Ombudsman, a CTSI-certified ADR provider, for free and fully-impartial adjudication.

Last year, nearly 850 customer contacts* relating to the Vehicle Warranty Products Code were received, and The Motor Ombudsman is forecasting a 20% year-on-year rise, as awareness of the Code and the volume of businesses signed up to the Code increases.

Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “We are delighted to welcome MotorEasy to our Vehicle Warranty Products Code of Practice. By expanding the number of warranty providers within our Code portfolio that meet our strict accreditation criteria allows us to offer even greater coverage in this sector of the market where millions of consumers purchase an extended vehicle warranty or insurance product every year. We look forward to working closely with MotorEasy, and to continue growing our base of accredited businesses as we go through 2017.”

Duncan McClure Fisher, Founder of MotorEasy, added: “Our decision to apply for accreditation to The Motor Ombudsman was driven by our recognition of its unrivalled automotive sector-specific experience and expertise. By being a part of The Motor Ombudsman, this gives our customers the added peace of mind that we are following recognised best practice guidelines in the provision of our products and services. In addition, motorists also have the reassurance that they have an impartial organisation to refer to in the unlikely event that we are unable to resolve a dispute through our internal complaints procedure. More importantly, this will be at no charge to them.”

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