Geely Auto UK is the latest brand to join The Motor Ombudsman’s Motor Industry Code of Practice for New Cars, ahead of the all-electric Geely EX5 SUV going on sale later this month.
The code, which is adhered to by more than 50 carmakers, encompasses a series of guidelines.
Areas covered include advertising and warranties, internal customer complaint procedures and the provision of parts for repairs. In these area carmakers commit to going above and beyond their legal obligations.
They must adhere to the use of clear and accurate communications in promotional material, warranty documentation, and terms and conditions, to ensure that they are easy to understand and not open to misinterpretation – especially for consumers who may be considered vulnerable.
Carmakers also pledge to offer products, such as service plans, which are in line with customer needs, and to have effective in-house processes so as to ensure that consumers receive a fair and swift response should there be an element of dissatisfaction that needs to be addressed.
Being signed up to The Motor Ombudsman’s New Car gives access to The Motor Ombudsman’s Business Information Line for guidance relating to best practice and customer care.
They can also direct customers to the Ombudsman’s in-house Alternative Dispute Resolution (ADR) service at no cost to consumers should an issue remain unresolved.
