Dealers urged to tackle ‘mis-selling’

Nearly half of drivers don’t trust car salesmen after feeling over-charged and mis-sold finance and insurance

Dealers urged to tackle ‘mis-selling’
The new IMI F&I Accreditation guarantees customers are dealing with an individual who has signed an ethical code of conduct and is working in line with FCA and IMI regulations.

Research from the Institute of the Motor Industry (IMI), the professional body for the automotive sector, has found that finance and insurance (F&I) products are added to 60 per cent of all car purchases.

However 45 per cent of drivers said they felt pressured by a salesman to buy add-ons when they most recently bought a car from a dealership or garage.

The Financial Conduct Authority (FCA) has implemented changes to the Consumer Credit Act which aims to stop drivers being mis-sold finance and insurance products.

Yet 42 per cent of car buyers said they had avoided a dealership due to the lack of trust.

According to the IMI research this mis-trust could be avoided, with 64 per cent saying buying a car would be easier if the people they were buying from were members of a regulated body.

Over half said they would feel more comfortable making financial decisions relating to a car purchase if additional measures were in place to ensure they weren’t overcharged.


Steve Nash, chief executive at IMI, said: “Our research highlights that nearly two thirds of car buyers find the process stressful, therefore it’s our role to restore consumer confidence by improving the car buying experience.

“This research however does underline why it’s the right time for the retail motor industry to take more responsibility to ensure anybody selling finance and insurance products has the correct training to be able to help drivers decide whether or not they would like to buy these extras when purchasing a vehicle.

“The IMI F&I Accreditation helps safeguard customers by ensuring the salesman is giving accurate and truthful information.

“It also gives the car salesman the knowledge to be able to identify which products, if any, are suitable for that individual customer.

“This training is just one step further in ensuring the industry is providing a good quality and honest service.”

Sabina Hegarty, managing director at Calibre Group Solutions, said: “It’s clear from the research that perception of our industry continues to be a barrier for customers.

“The only way to change this is to improve from within by developing and upskilling our people to ensure the advice they give is fair, transparent, consistent and in the best interest of the customer.

“Savvy shoppers of today are looking for more than just a good price. Knowing that staff in a particular retailer carry additional and voluntary IMI F&I Accreditation might be what sets them apart from their competitors and could make the difference between winning a new customer or not.

“F&I specialists on site need to actively improve their approach, leading to better customer satisfaction and ultimately resulting in greater consumer confidence.

“It certainly won’t happen by itself.”

For further information about the IMI, select ‘more details’ below.

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