CODE OF PRACTICE

Members Responsibilities

All work must be completed to the highest standards ensuring that the finished repair complies with relevant vehicle manufacturer specifications and merchantable quality requirements.

Whenever requested, a written estimate or quote must be provided to the customer.

Authorisation for any changes to the estimate should be sought before any additional work is carried out.

Members must ensure that fair prices are charged for all work completed and that only work which is necessary and has been agreed in the estimate is carried out. An itemised invoice should be provided to the customer on completion of the repair.

Members must comply with all relevant statutory requirements relating to Health and Safety, Environmental Protection etc.

Members must display the appropriate signage indicating the class of their MVRA membership. The MVRA code of practice must be displayed in a prominent position in the customer reception area. Members must also familiarise all staff with the provisions of the code.

Members must comply with any recommendations arising from assessment visits and evaluations undertaken by the MVRA or its representatives.

Guarantee

All work completed by the repairer should be guaranteed in writing. The period of guarantee must be clearly specified and transferable to a subsequent owner.

Advertising

All advertising undertaken by the member should be legal, truthful and accurate. Terms used should be capable of clear definition and readily understood by a customer.

Conciliation

Any complaints received must be dealt with by the repairer speedily and effectively.

Members must maintain a log of all complaints together with details of their resolution. This log must be made available to the MVRA or its representatives on request.

Full cooperation should be given to any third party acting on behalf of the customer (Trading Standards Officers, Citizens Advice Bureaux).

Where it is not possible to resolve a complaint, members must submit to the conciliation and arbitration procedures operated by the MVRA.

Disciplinary

Where MVRA finds against the member or in other cases of serious misconduct, appropriate penalties will be applied up to and including suspension or expulsion from membership.

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