2. Guarantees & Warranties
All work completed, including workmanship should be guaranteed in writing.
Standard guarantees and warranties should contain clear and accurate information, what is and is not covered, and the procedure for making a claim must be prominently displayed in the customer-facing area of the garage.
Clear and accurate details of any optional guarantees (e.g. extended warranty), including what is and is not covered, the cost and the procedure for making a claim must be given to the customer.
There must be no high pressure selling of additional guarantees and warranties to the customer.
An explanation of the consequences on existing warranties must be given to the customer when offering replacement parts and fluids.
3. Cancellation rights
The customer may at any time cancel the work or the scheduled date for the work to be undertaken. The customer will be liable for any reasonable costs that have already been accrued by the repairer up to the time of cancellation, where this is not due to any fault of the garage. The repairer must minimise these costs, but they may include the labour costs for work carried out up to the time of cancellation, the costs of parts ordered, obtained or used that cannot be cancelled, returned or resold, any handling charge for their return, and any direct costs incurred in carrying out the work.
Details of any conditions for the release of the vehicle and storage charges will be confirmed in writing.
Cancellation by the garage of a guaranteed appointment will give the right to redress under the contract.
4. Advertising
All advertising undertaken should be clear, truthful and accurate. Terms used should be capable of clear definition and readily understood by a customer. These must comply with the British Codes of Advertising and Sales Promotion or any other code of advertising or legislation.
5. Complaints, Conciliation and Arbitration
Garages displaying the Kitemark are required to comply at all times with the technical and customer service standards of the scheme.
Independent conciliation and arbitration procedures must be available and details given to consumers on request. Details of the Kitemark Alternative Dispute Resolution service are available on request from BSI.
A complaints procedure must be available and drawn to the customer’s attention. It must be clear and should not involve excessive form filling or detail, aiming to resolve complaints quickly and effectively.
In the case of a complaint, the customer should first raise the matter under the complaints procedure. An initial response to a service complaint must be made promptly with a full response within 2 working weeks.
The complaint can, within 3 months, be referred to independent conciliation if the matter cannot be resolved. If it remains unresolved for 6 weeks after that, and the customer so chooses, the complaint will be referred to independent arbitration, decisions under which shall be binding on both parties.
An intermediary can be appointed by the complainant to assist or act on their behalf, with the same level of co-operation given when dealing with the matter.
Complaints, together with details of their resolution, must be made available to BSI or its representatives, on request.
6. Disciplinary Procedure and sanctions
Kitemark garages are subject to BSI disciplinary procedures.
Where non-conformities are identified, BSI will sanction the garage and require remedial action to be taken.
Where a requirement has not been complied with, appropriate sanctions will be applied, which include suspension or licence cancellation and expulsion from the scheme.
Licence cancellation arising from disciplinary procedures involves the removal of the garage from the public Directory of Kitemark Licensees.
Consumers, customers and others may also contact BSI where non-compliance with the scheme’s requirements is a concern and will be informed of progress and the outcome of any investigation.
Disciplinary cases are also reported to and reviewed by an independent panel, which is also involved in appeals against decisions by BSI.
7. Data protection
For the purpose of monitoring and resolving complaints and monitoring compliance with the Kitemark scheme, members may pass customers’ personal data to BSI. Personal data will be processed by BSI in accordance with the Data Protection Act.
The disclosure of a complainant’s personal data to a third party may, in some cases, be necessary for the purpose of resolving a dispute through arbitration.
8. Monitory compliance
Each Kitemark garage is audited on a regular basis to monitor continuing conformity to the requirements of the scheme. These visits are unannounced.
Additionally, a programme of mystery shopping is undertaken to determine the extent to which member garages fulfil their obligations to consumers, customers and service users, under the provisions of the scheme.
Customer feedback is sought by garages using questionnaires and other means, the results of which are reviewed by BSI on a regular basis.
Additionally, BSI obtains feedback directly from consumers and customers. Any issues of concern are raised with the relevant garage. Feedback measuring the effectiveness of the scheme is continuously gathered using the Kitemark® Survey available on the BSI web site.
Complaints from customers should, in the first instance, be directed to and handled by the garage concerned through its own customer feedback process.
The Kitemark and the OFT Consumer Codes Approval Scheme
The aim of the OFT scheme is to promote and safeguard consumers' interests by helping consumers identify better businesses and to encourage businesses to raise their standards of customer service.
OFT approved codes ensure consumers receive:
- clear information about the goods or services being purchased
- a straightforward, quick and easily understandable customer complaints process with access to independent redress if necessary
- clear and fair contract terms
- additional effort/help if they are vulnerable
- protection for customers deposits or prepayments if a business ceases to trade.
As a code sponsor, BSI is seeking OFT approval for its Kitemark “code” for vehicle servicing and repair. OFT approval is given after evidence has been provided to show that it is effective and delivers genuine benefits to consumers.
The OFT will continue to monitor the performance of the Kitemark scheme and BSI, for example, by assessing how effectively complaints are resolved and whether BSI take steps to ensure that members are complying with the standards contained within the Kitemark. The OFT can also withdraw approval from BSI should it fail to police Kitemark licensees effectively.
What does BSI have to do?
The Consumer Codes Approval Scheme consists of two co-dependent stages:
- Stage One
Code sponsors make a promise that their code meets the core criteria in principle. They can then move on to the second stage.
- Stage Two
Code sponsors have to demonstrate with evidence that their codes deliver on that initial promise.
- Approval
OFT endorsement and promotion to the consumer kicks in once the burden of proof has been met by the code sponsor.
BSI is working towards completing Stage One in 2006 and Stage two in 2007.
BSI aims to support all vehicle servicing and repair businesses, regardless of the type and size. All Kitemark licensee work to strictly policed quality standards and are regularly monitored by BSI to ensure that standards are constantly and consistently maintained.
By joining the Kitemark scheme for vehicle servicing and repair your business will become associated with BSI, a recognised Superbrand that has earned the respect of key influencers in the industry, including motor manufacturers, insurance companies, fleet owners and government bodies.
The Office of Fair Trading approval of the BSI Kitemark scheme will, once achieved, further raise BSI’s profile amongst the motoring public. At present, BSI is working towards Stage One completion of the two stage application process and expects to complete Stage Two in 2007.
