As you would expect, Ford is more than happy to comply with, and subscribes to the Motor Industry Codes of Practice, designed to make the Motor Industry fair for all customers.

As you’ll see below, the Codes cover important rules about selling new cars, as well as guidelines for services and repairs.

From time to time there may be instances when you, our customer, are not satisfied with either the product or service that we have provided. In this instance we would always like you to talk to us directly so that we can try to rectify this.

Whilst we are clearly committed to a high quality of customer service there may be times when we are not able to resolve a dispute. In this unlikely event we would refer you to an ADR provider depending on the nature of the dispute. ADR is explained below.

The Motor Industry Code of Practice for New Cars covers:

• Advertising
• New car sales
• Manufacturer’s warranties
• Availability of replacement parts
• Complaints handling

The Motor Industry Code of Practice for Service and Repair requires us to provide:

• Honest and fair services
• Open and transparent prices
• Completion of work as agreed
• Invoices that match quote
• Competent and conscientious staff
• Straightforward and speedy complaints handling

What is ADR?

ADR stands for Alternative Dispute Resolution as is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps all parties reach an agreement.

Motor Codes is a CTSI certified ADR provider that can offer this ADR service. Further details can be found at adr.motorcodes.co.uk or alternatively you may wish to contact their advice line on 020 7344 1651.