Guidance Information for Self Assessment and Physical Audits
Upon renewal or registration, you will receive an email containing a unique URL for the online self-assessment. This assessment stands as a testament to your dedication to upholding exceptional standards and adhering to our CTSI-approved Codes of Practice. Completing it not only showcases your commitment to excellence but also offers an added layer of confidence to your customers. The provided URL directs you to a form where you can seamlessly upload all the necessary evidence online.
Should you encounter any challenges or have questions during the process, please refer to the information provided below. This section offers guidance on evidence examples and addresses frequently asked questions.
Additionally, for any further assistance, you can reach out to compliance@tmo-uk.org. Your proactive participation reinforces trust and transparency in our industry.
Evidence Guidance and Examples
Below, you will find an accordion-style layout that provides a comprehensive list of evidence examples required for the online self-assessment process. These examples are designed to guide you in understanding the type and nature of documentation you’ll need to submit. Alongside each example, we’ve also included sample evidence to further clarify what is expected. It’s essential to review these carefully to ensure a smooth and successful completion of your online self-assessment.
Business Insurance
This refers to the documentation that proves your business is adequately insured. This could include public liability insurance, professional indemnity insurance, and employer's liability insurance. The document should clearly state the coverage amount, the policy number, the name of the insurer, and the dates of coverage.
Contract / Schedule for Plant, Tools, Equipment Repair and Maintenance
This document is a comprehensive agreement or plan detailing the maintenance and repair procedures for all plant machinery, tools, and equipment utilised in your business operations.
If you are unable to provide this, then please provide the latest calibration certificates.
Customer Complaints Policy
This is a document that outlines how your business handles customer complaints. It should detail the process for customers to make a complaint, how complaints are investigated, and the timeline for responding to complaints. It should also include information on how customers can escalate their complaint if they are not satisfied with the initial response.
Example:
Complaints policy on your website
Any physical document you have
Also to ensure you are able to keep a track of any customer complaints that might arise we have put together a template document for you to use. You can access the template here.
Staff Training Policy or Plan
This document outlines the training and development opportunities available to staff. It should detail the types of training provided, the frequency of training, and how training needs are identified and addressed. It may also include information on how the effectiveness of training is measured.
It is a CTSI (Chartered Trading Standards Institute) requirement for businesses to complete some form of Alternative Dispute Resolution (ADR) training as part of your accreditation to The Motor Ombudsman.
Examples:
IMI Training Certificates
Internal Training Logs
Customer Service Sales Training
Technical Training
Technicians Certification
TMO ADR Fact Sheet
Estimate
This is a document that provides a detailed breakdown of the costs associated with a particular job or service. It should include the cost of labour, parts, and any other expenses. It should also clearly state that it is an estimate and the final cost may vary.
Examples:
Repair Estimate
Service Estimate
Invoice
This is a document that details the final cost of a job or service. It should include a breakdown of all costs, the total amount due, the payment terms, and the methods of payment accepted.
Vehicle Sales Handover Document
This is a document that is given to a customer when they take possession of a vehicle. It should include details of the vehicle, any work that has been carried out, and any important information the customer needs to know.
Vehicle Sales Pre-Delivery/Sales Inspection
This document should detail the inspections carried out on a vehicle before it is sold. It should include the date of the inspection, the name of the inspector, and the results of the inspection. It could also include any work that was carried out as a result of the inspection.
Vehicle Sales HPI/Provenance Check
This document should detail the history of a vehicle, including any previous owners, any outstanding finance, and any insurance write-offs. It could include the results of an HPI check, which verifies the vehicle's history.
Accreditation Statement
This statement should be placed on your website to promote your commitment to the Code.
“We are a proud member of The Motor Ombudsman accreditation scheme and are accredited to the CTSI-approved [Service and Repair / and the Vehicle Sales], Code of Practice ensuring we operate to the highest standards of service and offering peace of mind for customers.”
Customer Service Statement
This statement should be placed on any webpages or documents such as your complaints process, which provide information about how you deal with customer service issues or complaints.
“We pride ourselves in customer care and will aim to do whatever is reasonably possible to resolve an issue. If you have a problem, please get in touch with us by contacting [insert contact details here]. We will look into what’s happened and aim to provide you with a response within [enter service level agreement here], and no later than 8 weeks after you’ve contacted us.
If you’re not happy following the conclusion of our complaint handling procedure, we are accredited to the [enter Code of Practice(s) here] and you can complain to The Motor Ombudsman “TMO,” who is our certified Alternative Dispute Resolution (ADR) provider. The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern.
For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate.”
Logos
Accredited businesses should place the Motor Ombudsman logo and a link to the Motor Ombudsman website on their website, so consumers are aware they are using a business they can rely on.
The Motor Ombudsman’s codes of practice are fully approved by the Chartered Trading Standards Institute (CTSI). This means businesses benefit from being able to use the Approve Code branding, giving customers added peace of mind that they’re using a business they can rely on.
The most effective way to use the Motor Ombudsman logo on your business website is by installing our ‘Smart Badge’. You can find more information about how to install the Smart Badge on your website as well as downloading logos for your paperwork here:
To assist you throughout the self-assessment process, we’ve compiled a list of frequently asked questions below. These address common inquiries and provide clarity on various aspects of the assessment. If you don’t find the information you’re seeking, please don’t hesitate to reach out to us at compliance@tmo-uk.org. We’re here to help and ensure a smooth experience for you.
When do I need to complete my Self-Assessment?
You should complete your Self-Assessment within 7 days of your renewal or registration.
Can I complete the assessment manually if I cannot complete this online?
Yes. You can email us at compliance@tmo-uk.org with the answers to your questions and relevant attachments. We can also provide a manual file which you can fill out in excel or word if you need one.
I cannot upload my documents and it is coming up with a file size error. What can I do?
If your file is larger than 5mb, please email the file through to compliance@tmo-uk.org with reference to your business name or subscriber id. You can upload a blank document (which is smaller than 5mb) for that specific question and save the assessment for the time being.
I have just registered to The Motor Ombudsman and I do not currently have a certificate and other code shop items required by the questions. What can I do?
If you have recently registered to The Motor Ombudsman, you will receive a welcome pack in due course which will also contain your TMO certificate.
You can still purchase other code shop items such as your compliance and display packs through our online code shop.
You can find further information and guidance on making code shop orders here.
I have just been suspended because I have failed my Self Assessment. What can I do?
Please contact us at if you have been suspended so that we can review your assessment. You can do this by emailing us at compliance@tmo-uk.org with reference to your business name or subscriber id so that we can help.
Do you do Physical Audits?
We also conduct a physical audit which is carried out by the AA on behalf of The Motor Ombudsman. The aim of the audit is to allow you to demonstrate your high standards and compliance to our Chartered Trading Standards Institute (CTSI)-approved Service & Repair Code of Practice.
We will get in touch if you have been selected for the Physical Audit.
How can I source ADR training?
As per Chartered Trading Standards Institute (CTSI), it is mandatory for businesses to complete some form of Alternative Dispute Resolution (ADR) training as part of your accreditation to The Motor Ombudsman.
We have created the following fact sheet here that can help you get started with informing your staff.
You can also find training courses online that can demonstrate understanding of ADR.
Useful information
We’ve put together some helpful guides to assist you with preparing for an audit.
The Motor Ombudsman is approved by the Chartered Trading Standards Institute, is a member of the Ombudsman Association, and works closely with the following professional bodies.
