Consumer Protection and the Kitemark®
Maintaining and repairing a car is a major cost and you need to be sure that your vehicle is in the safe hands of a skilled and reputable garage.
Garages displaying the Kitemark have all signed up to an industry agreed standard, which aims to ensure that motorists receive good service and are protected if anything goes wrong.
The Kitemark scheme has the backing of BSI, the UK’s National Standards Body, and a UK Superbrand in its own right. BSI is independent of the motor trade and trusted for its integrity.
BSI has already achieved recognition from the United Kingdom Accreditation Service (UKAS) for the operation of the Kitemark scheme, confirming its independence and impartiality. UKAS is the sole body recognised by UK Government for the accreditation of conformity assessment against international standards. Kitemark garages and fast-fit outlets can now display the UKAS crown and tick logo alongside the Kitemark as shown here.
And now, BSI is working towards achieving approval under the Office of Fair Trading's Consumer Codes Approval Scheme. The Kitemark scheme has been designed to meet the core criteria set by the OFT - all of which aim to promote and safeguard consumer interests.
The Kitemark provides you the consumer with reassurance and peace of mind. The network of Kitemark garages and fast-fit outlets offer clean and professional premises, skilled technicians, a commitment to only carry out work at the customer's request, and to charge work at agreed prices.
So, when choosing a repairer:
First, look for the Kitemark®
- You’ll receive a quotation which is a fixed-charge for the work required
- Full details of what’s covered will be provided, including warranties
- You’ll be advised of any charges, if any, for fault finding/diagnostic checks
- If you need information, just ask the service contact point
- You’ll be able to pre-book repair and servicing work
- Where work or replacement of parts can be deferred, you’ll be offered advice
- Your agreement will be needed before any additional costs are incurred
- You’ll receive a detailed invoice, itemising parts, consumables, etc
- You can inspect any removed parts, if required
- And, if your complaint isn’t resolved with 6 weeks, there’s a free conciliation and arbitration service
Remember, the Kitemark is there for you and your protection.
The Kitemark®
The Kitemark shows that the garage or fast fit outlet is serious about providing the best levels of service to their customers - respecting the statutory rights of the consumer – and promoting fair trading and business practices.
As the UK’s leading certification body, independent of the motor trade, BSI is in a unique position to monitor compliance with industry standards. Kitemark licensees agree to be bound by strict standards, which govern the relationship with you, the customer.
The Kitemark aims to ensure that you receive the best possible service, from initial contact through to the completion of agreed work, and the after-sales service you receive, and in handling any complaint that may arise.
Summary of the Kitemark Scheme “Code”
The Kitemark scheme for the service and repair of vehicles is based on PAS 80, a publicly available specification developed by BSI in consultation with consumer interest groups. Outlined below is an overview of the customer service requirements a garage or fast-fit outlet must adhere to in order to qualify for the Kitemark.
1. Technical and Customer Service
Garages and repair staff must not only comply with industry standards but also with any legislation relating to consumers that may impact on the business.
All work must be carried out with reasonable care and skill by trained technicians, and guaranteed, including workmanship.
Technicians must hold valid technician accreditation based upon National Occupational Standards and undertake workplace health and safety training and skill development.
The need for any replacement parts and fluids, their cost, benefits and consequences of their fitting, including effects on warranties, must be explained.
Replacement parts and fluids must be suitable and of satisfactory quality.
Removed parts must be made available for inspection by the customer.
Customer-facing staff must be trained and competent and not engage in high pressure selling.
A dedicated customer contact point must be provided to discuss technical matters.
Garages must commit not to undertake unnecessary work and, where work or replacement of parts can be deferred, offer the customer the choice of re-inspection at a later date or the work completed as agreed.
Where the garage receives a deposit or prepayment for work that subsequently cannot be completed, monies should be refunded and the vehicle returned.
Before reaching an agreement about the work to be done and starting that work a Kitemark repairer must:
- Provide clear and accurate information on their contract terms and conditions, which should be fair.
- Provide clear pricing information, which should be fair.
- Advise and agree any costs for preparing a quotation for insurance claims, diagnostic work or fault finding.
- Explain to the customer the scope of work they consider needs to be carried out, the parts and materials to be purchased and, any difference between the manufacturer’s recommended service schedule and the service to be carried out, ensuring the customer understands and agrees.
- Offer and provide a written quotation, showing total charges and breakdown to include parts, consumables and supplementary charges inclusive and exclusive of VAT, when requested by the customer and before work commences.
- Provide information about guarantees and warranties.
- Agree a completion date and time for contracted work.
- Advise customers about their complaint procedures.
- Provide the customer with an invoice on completion of the repair, including the garage, customer and vehicle details, scope of services and warranties provided, itemised charges inclusive and exclusive of taxes, date of invoice, terms of payment and all terms and conditions.
- Give consideration to the needs of customers and providing additional assistance where needed, taking reasonable steps to ensure understanding.
- Where charges are made for customer support services customers will be informed in advance and made available in writing.
- Comply with all relevant statutory requirements relating to Health and Safety and Environmental Protection.
- Ensure that staff understand the provisions of the Kitemark scheme and the relevant consumer legislation (i.e. The Sale of Goods Act 1979).
- Display the appropriate Kitemark signage indicating their conformity to the Kitemark standards. A copy of PAS 80 must be available and a summary of consumer provisions displayed in a prominent position in the customer reception area. PAS 80 is available from BSI – purchase price £32 per copy (inclusive of postage and packing).
Garages will also:
- Accept cancellation by the customer at any time, minimizing associated costs.
- Explain the need for and obtain the customer’s authorisation for any subsequent changes to the quote or work to be carried out before any work is carried out.
- Endeavour to keep the customer informed concerning delays in carrying out the contracted work and, where delays are unavoidable, give the customer as much notice as possible.
Respond promptly and effectively to any after-sales service enquiries from the customer in respect of the work carried out dealing with them promptly and rectifying any faults in such work at no extra cost.
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