Alternate Dispute Resolution

As you would expect from a Citroën Dealer, we are more than happy to comply with regulations designed to make the motor industry fair for all customers. These are known as the Motor Industry Code of Practice.

As you'll see below, the code covers all the important rules about selling new cars as well as guidelines for services and repairs.

NEW CARS

The Motor Industry Code of Practice for New Cars covers:

  • Advertising
  • New car sales
  • Manufacturer’s warranties
  • Availability of replacement parts
  • Complaints handling

SERVICE AND REPAIR

The Motor Industry Code of Practice for Service and Repair requires us to provide:

  • Honest and fair services
  • Open and transparent prices
  • Completion of work as agreed
  • Invoices that match quotes
  • Competent and conscientious staff
  • Straightforward complaints handling

From time to time there may be instances when you, our customer, are not satisfied with either the product or service that we 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 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 service. Further details can be found at themotorombudsman.org or alternatively contact their advice line on 0843 910 9000* (*option 1). Lines are open Monday to Friday 9-5pm, excluding bank holidays. (*Calls cost, so please check here). 

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 to an advisor on 0800 023 4567.

 

 

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