Garages displaying the Kitemark® have all signed up to fully comply in all respects with an industry agreed Kitemark® standard, which aims to ensure that motorists receive good service when they are looking to have their vehicles serviced or repaired, and are protected if anything goes wrong.
The following provides a summary of the rights of customers using a Kitemark® garage or fast-fit outlet:
- Clear and truthful marketing and advertising complying with the British codes of advertising and sales promotion
- Clear pre-contractual information and no high-pressure selling
- Pricing, either an hourly rate or a fixed charge for a specific job, on display and provided in writing
- Clear pricing information and quotations provided, in writing, where requested, before work is agreed
- Contract terms and conditions, in writing, will include details of warranties on both parts and workmanship
- Consequences and effect on existing warranties clearly explained
- Clear explanation given of the cost, benefit and consequences where replacement parts are needed
- Removed parts available for inspection
- Pre-booking of appointments for repair and servicing work
- Where there is an unavoidable delay, you will be contacted to agree alternative completion arrangements
- Appointments or the servicing/repair work may be cancelled by the customer at any time, including over running, additional work or price increase, without cost or liability, although the customer will be expected to pay for any work carried out up to the time of cancellation
- Where the garage cancels an appointment the customer is to be compensated
- The procedure for making a complaint will be available in writing
- When a complaint is made, the garage will, within two weeks, propose a settlement
- Where the garage fails to respond, the customer may contact BSI to investigate and will be informed of progress and the outcome
- Consumers, customers and others may also contact BSI where non-compliance with the scheme’s requirements is a concern
- Where non-conformities are identified, BSI will sanction the garage and require remedial action to be taken
Kitemark® garages are subject to BSI disciplinary procedures which include suspension of use of the Kitemark, licence cancellation and withdrawal of membership. Cancellation arising from disciplinary procedures involves the removal of the garage from the public Directory of Kitemark® Licensees.
- Entitlement to free independent conciliation within three months of making a complaint, aimed at reaching a decision acceptable to both parties
Entitlement to free independent arbitration as an alternate to court action, with the garage bound to accept the resulting judgement.
For details of the BSI Kitemark® scheme conciliation and arbitration service click here.
Consumers may, on written request to BSI or a Kitemark® garage, view the full details of the rights of consumers contained in PAS 80.
For further information about your consumer rights, please Contact Us.
