OFT approves Bosch Car Service code of practice

Bosch has announced its Bosch Car Service (BCS) network of independent garages is the first organisation in the motor vehicle mechanical repair and service sector to successfully secure approval for its consumer code of practice, under the Office of Fair Trading’s (OFT) Consumer Codes Approval Scheme.

The 400-strong network of Bosch Car Service garages must now comply with the code’s standards when providing vehicle repair services. The company must also ensure the consumer’s best interests beyond the basic requirements of the law.

This is a move that goes one step beyond the company’s own annual network audit which sets high standards for its workshops.

John Fingleton, OFT Chief Executive, said: “This is good news for consumers seeking car repair services. Consumers can be confident that where they see an OFT approved code logo they will receive a high standard of service and will be treated fairly if problems arise.”

Consumers will be able to look for the BCS / OFT approved logo when taking their car to the garage, in order to benefit from all that the code stands for. This includes:

A requirement to provide clear pre-contractual information including completion times, the offer of a written estimate that includes the cost of parts, labour, any other costs or services and VAT

Cancellation rights exceeding those available at law

Guarantees on the work carried out (parts and labour)
requirement for BCS members not to recommend or carry out work which is unnecessary or unnecessarily expensive

Formal procedures for dealing with consumer complaints with a free conciliation service if a member’s own complaints procedure does not resolve an issue

An independent redress scheme (arbitration)

Regular anonymous visits / mystery shops to test the technical and customer handling skills of the BCS network plus annual audits to ensure the code is adhered to

An independent disciplinary review panel to ensure that the disciplinary procedures deal effectively with instances of non-compliance

Matt Sanger, Used Car Editor, What car? magazine said; “This is great news for owners who are looking for a decent alternative to franchised dealer servicing. More importantly, however, the leading trade organisation the RMI (Retail Motor Industry Federation) has singularly failed to have a code of conduct approved. Considering they represent tens of thousand of workshops across the UK they are letting down consumers as well as their own members. “

Launched in 2003, the Bosch Car Service programme has enabled independent garages to enhance and extend their service offering by investing in the very latest Bosch diagnostic equipment, as well as offering a range of technical support and up-to-date service training. Now with more than 400 members, the group continues to go from strength to strength, providing its customers with a service that is second to none.

Howard Price, Technical Service Manager said, “Not only is this a great achievement for the BCS network, it’s also good news for the consumer, who can be confident that where they see the OFT approved logo, they will receive a high standard of service. I am extremely proud of our workshops and the commitment they have shown to the OFT Consumer Codes Approval Scheme. It is only through initiatives such as this that the image of the car servicing sector is going to improve, and Bosch is pleased to be leading the way.”