Big Motoring World, a leading UK used car supermarket chain, has taken a significant step towards enhancing customer service by joining The Motor Ombudsman’s Codes of Practice network. This move signifies the company’s commitment to upholding the highest standards in both vehicle sales and aftersales service.
The Motor Ombudsman is the automotive sector’s ombudsman, and its Codes of Practice are recognised by the Chartered Trading Standards Institute (CTSI). By adhering to these Codes, Big Motoring World ensures its operations align with industry best practices.
There are two key Codes that Big Motoring World’s 12 locations across the UK will be following. The Vehicle Sales Code outlines clear guidelines for customer interactions during the car buying process. This includes ensuring all promotions and communications are transparent and compliant with regulations. Additionally, the Code requires clear communication regarding deposit terms, the final on-the-road price, and estimated delivery dates. Furthermore, the Code ensures used car buyers receive a handover with accompanying documentation upon taking delivery of their vehicle.
The Service and Repair Code applies to any repairs undertaken on secondhand vehicles at Big Motoring World locations. This Code guarantees that all maintenance work, whether routine or ad-hoc, is carried out to the highest standards and only with customer authorization. Customers can also expect transparent pricing with no hidden charges and a commitment from staff to avoid high-pressure sales tactics.
One of the most significant benefits of this accreditation for Big Motoring World customers is access to The Motor Ombudsman’s free, independent dispute resolution service. In the event of an unresolved complaint, customers can seek impartial assistance from the Ombudsman to find a fair and satisfactory resolution.
Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “We are delighted to start the year by welcoming the Big Motoring World retail network to our Codes of Practice, further enhancing the level of coverage provided to consumers, and used car buyers in particular. This is a business that clearly demonstrates a passion for doing the very best for their customers, underlined by the many accolades that have been awarded to this organisation. We look forward to working closely and supporting Big Motoring World as we start our journey with them, and to sharing our expertise and best practice with their teams across the country.”
Laurence Vaughan, CEO of Big Motoring World, explained: “Our Motor Ombudsman accreditation showcases our willingness to always do the right thing by our customers, and to strive to go above and beyond to create a positive and memorable Big Motoring World experience for which we have become renowned.”
Laurence added: “Having the guidance of an authority, such as The Motor Ombudsman, will be a valuable resource to further the learning of our teams, and the continued development of our business. It will equally provide a unique opportunity to hone existing processes and to challenge the status
This partnership benefits both Big Motoring World and its customers. The company gains access to The Motor Ombudsman’s resources and expertise, while customers receive additional protection and a clear avenue for resolving disputes.
In addition to the immediate benefits, Big Motoring World acknowledges the value of The Motor Ombudsman’s guidance in further developing its business. The company sees this as an opportunity to continuously improve existing processes and maintain high standards to meet the expectations of discerning customers.