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.
1. What are the Codes of Practice?
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).
- The New Car Code – for vehicle manufacturers
- The Vehicle Warranty Products Code – for extended vehicle warranty product providers
- The Vehicle Sales Code – for franchised dealers, car sales outlets, car supermarkets, digital sales platforms
- The Service and Repair Code – for franchised dealers, manufacturer authorised repairers, independent garages, garages in a group / network
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.
2. Why are they changing?
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.
3. What are the key changes?
The principal changes are:
- The addition of specific clauses relating to Advanced Driver Assistance Systems (ADAS) and self-driving features;
- New guidance for the delivery of roadside assistance and service plans;
- Dedicated sections on paint, perforation and manufacturer base warranties;
- Specific sections in relation to the sale of alloy wheel and Guaranteed Asset Protection (GAP) insurance;
- The introduction of a requirement for staff training in relation to the maintenance of alternatively-fuelled vehicles (AFVs), such as electric cars and hybrids; and
- Clauses governing the sale of vehicles where agency models have been adopted by vehicle manufacturers.
4. How can I find out more about the Codes changes?
We will be supporting businesses ahead of the revised Codes roll-out with training initiatives and additional resources to enable a smooth transition.
As a first step, please join our Code webinars in February and March for more information. You can register for a webinar by clicking the links below.
Vehicle Warranty Products Code
Thursday 27th February, 10.30-11.30
Thursday 13th March, 10.30-11.30
New Car Code
Thursday 27th February, 12-1pm
Service & Repair Code and Vehicle Sales Code (combined)
Thursday 27th February, 2-3.30pm
5. Who was involved in updating the Codes?
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.
6. What does it mean for my business? What do I need to prepare?
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.
7. When are they coming into effect?
The revised Codes will take effect on Monday, 31 March 2025.
8. When will we see the full updated Codes?
We will provide you with digital copies of the revised Codes in February.
9. What happens if a customer’s dispute occurs before the 31st of March?Will it be considered under the updated Codes?
If a customer dispute occurs before 31st March 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.
10. Will I need to order copies of the updated Code(s)?
Each accredited business will receive a printed copy of the revised Code(s) relevant to their operations in early March. Businesses offering both vehicle sales and service and repair facilities will receive copies of the applicable Codes.
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.
More information/questions?
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