Alternative Dispute Resolution
As you'd expect, all our Peugeot Retailers comply with and subscribe to The Motor Ombudsman Industry Code of Practice designed to make the Motor Industry fair for all customers.
As you'll see below, the Code covers important rules about selling new cars, as well as guidelines for services and repairs.
The Motor Ombudsman Industry Code of Practice for New Cars covers:
- New car sales
- Manufacturer's warranties
- Availability of replacement parts
- Complaints handling
Service and Repair
The Motor Ombudsman Industry Code of Practice for Service and Repair requires us to provide:
- Honest and fair Service
- Open and transparent prices
- Completion of work as agreed
- Invoices that match quotes
- Competent and conscientious staff
- Straightforward and speedy complaints handling
From time to time there may be instances when you, our customer, are not satisfied with either the product or service that Peugeot or our retailers have provided. In this instance we would always like you to talk to us directly so that we can try to rectify this.
Whilst we are clearly committed to a high quality of customer service there may be times when we are not able to resolve a dispute. In this unlikely event we would refer you to an ADR provider, either The Motor Ombudsman (TMO) or the Financial Ombudsman Service (FOS), depending on the nature of the dispute.
What is ADR? - ADR stands for Alternative Dispute Resolution and is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps all parties reach an agreement. The Motor Ombudsman is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at www.themotorombudsman.org or alternatively you may wish to contact their advice line on 0345 241 3008.
As detailed in legislation, should the dispute relate to any financial services, then the Financial Ombudsman Service (FOS) offers this ADR facility. Further details can be found at financial-ombudsman.org.uk or you may prefer to talk it through with someone on 0300 123 9123 or 0800 023 4567.