We’ve put together some FAQs about the forthcoming changes to The Motor Ombudsman’s (TMO) four Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice, which we hope you will find useful.
The Motor Ombudsman (TMO) operates four Motor Industry Codes of Practice which are all approved by the Chartered Trading Standards Institute (CTSI)’s Approved Code (ACS).
Our Codes, which are long-established, and date back to 1976, ensure that businesses are operating to the highest standards and give consumers peace of mind that they are using a business they can rely on. The Codes operate alongside key legislation such as the Consumer Rights Act 2015 and Alternative Dispute Resolution (ADR) rules.
Today, over 7,500 vehicle retailers and repairers across the UK, in addition to 47 vehicle manufacturers and 19 extended warranty providers, are committed to abiding by the Codes.
You can see see which Code(s) your business is accredited to using the Garage Finder on our website.
The Codes have been updated to ensure that they remain fit for purpose for today and the foreseeable future.
The forthcoming changes ensure that the Codes align with the changing direction of the UK’s automotive landscape and the adoption of new vehicle technologies, products, and services on offer to motorists, as well as the latest trends in consumer buying behaviour, to provide the best possible level of coverage.
This is especially pertinent as the profile of car ownership changes more profoundly over the coming years, as a gradual shift is made away from the internal combustion engine on the road.
The changes to The Codes represent the evolution of the existing Codes and not a major shift in their core principles.
The principal changes are:
We have been supporting businesses ahead of the revised Codes roll-out with training initiatives and additional resources to enable a smooth transition.
We hosted a number of webinars between February and May to provide businesses with more information. Webinar recordings are available to accredited businesses, if you would like to view them please contact our business services team on: business@tmo-uk.org.
The updates to the Codes were completed by our legally-trained colleagues in TMO’s dispute resolution team following consultation with accredited businesses during key committees, such as the Customer Services Committee, and Sales, Service & Repair Committee. Feedback from businesses were incorporated within the final versions of the Codes. Proposed Code changes were also thoroughly reviewed and approved by CTSI.
Many of the updates to the Codes likely already align with your existing business practices. However, please ensure all relevant staff are familiar with the changes. We are available to answer any questions about the updates and how to align your practices accordingly.
Our webinars are designed to help you ensure compliance with the updated Codes.
The revised Codes take effect on Sunday, 1st June 2025.
We have provided all accredited businesses with access to either digital or physical copies of the revised Codes If you wish to see a copy, ahead of the 1st June, please email: business@tmo-uk.org.
If a customer dispute occurs before 1st June 2025, but is brought to TMO after this date, it will be assessed under the previous version of the relevant Code. Our dispute resolution team will clearly communicate this to you.
Business accredited to our Service and Repair and Vehicle Sales Code should have received a printed copy of the revised Code(s) relevant to their operations in April.
We encourage accredited businesses to keep copies of the Codes readily available for sharing with customers as needed. To order additional printed copies, please email: business@tmo-uk.org.
If you’d like to know more about these changes or have any further questions, please contact our Business Services team at: business@tmo-uk.org