The Approved Code Scheme is operated by the Chartered Trading Standards Institute

The Motor Ombudsman (TMO)


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Established in 2016, The Motor Ombudsman is the independent and impartial Ombudsman dedicated solely to the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI) - approved Codes of Practice.

Thousands of businesses, including vehicle manufacturers, warranty product providers, franchised dealers and independent garages, are accredited to one or more of the Codes, which drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

SEARCH: Find a TMO-accredited business (Garage, Dealer)


 CERTIFIED 

Approved Codes of Practice

This is to certify that the published Consumer Codes of Practice of The Motor Ombudsman were officially granted APPROVED CODE status in 2004. Since then, the relevant provisions, processes and procedures have been continuously monitored and regularly audited by the Chartered Trading Standards Institute (CTSI) - the representative body of the UK Trading Standards profession, since 1881, and one of the primary Government-endorsed consumer protection bodies in the United Kingdom - operating on behalf of the Approved Code Scheme (see Code Audit Record, below).

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Approved Code Registry :

Code Sector Automotive and Repairs
Code of Practice Click here to view (pdf opens in new tab)
Year of Approval NCC 2004, S&R 2008, Vehicles 2016, VWP 2009
Members 7,500
Last Audited December 2023
Code Audit Record

TMO New Cars Audit 2023 (pdf opens in new tab)

TMO Servicing And Repairs Audit 2023 (pdf opens in new tab)

TMO Vehicle Sales Code Audit 2023 (pdf opens in new tab)

TMO Vehicle Warranty Products Audit 2023 (pdf opens in new tab)



More about The Motor Ombudsman (TMO)


VERIFY A COMPANY : If you want to check that a business displaying the Approved Code Scheme logo is genuinely a member of the scheme, please enter their details in the search box at the top of the page (or use the main search box on the Homepage).


The TMO Codes of Practice


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The Motor Ombudsman operates four CTSI-approved Codes of Practice, which ensure that businesses are operating to the highest standards and give consumers peace of mind that they are using a business they can rely on.

The four Codes are: 

  • The New Car Code, covering manufacturer new car warranties
  • The Vehicle Warranty Products Code, covering extended warranties and other types of protection policies 
  • The Service and Repair Code, covering issues ranging from the standard of workmanship to the booking-in process
  • The Vehicle Sales Code, covering new and used vehicles, from the sales process to the quality of the vehicle

Read TMO's Codes of Practice (ext. website)

The motor industry is an unregulated sector. Therefore, The Motor Ombudsman’s Codes of Practice play an essential role in driving even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

The Motor Ombudsman operates 4 Codes of Practice, they are:

Service and Repair

The Motor Industry Code of Practice for Service and Repair, introduced in 2008, ensures that consumers receive an honest and fair service when visiting an accredited business’s premises for work or repairs on their vehicle. It covers the use of clear advertising, open and transparent pricing, completing extra work only with prior agreement, and the use of competent and qualified staff. All businesses accredited to the Service and Repair Code can be found on The Motor Ombudsman’s online Garage Finder.

New Cars

First launched in 1976, and endorsed by the Office of Fair Trading (OFT) in 2004, the Motor Industry Code of Practice for New Cars oversees that vehicle manufacturers supply new cars and warranties to consumers responsibly. The Code helps to safeguard new car buyers from misleading advertising, and ensures that documentation supplied to consumers is easy to understand, that the terms of a warranty will be respected, and that any complaints will be handled swiftly. In 2024, a total of 45 businesses are accredited to the New Car Code, meaning that 98% of all new vehicles sold across the UK were covered by it.

Vehicle Warranty Products

Unveiled in 2009, the Motor Industry Code of Practice for Vehicle Warranty Products aims to provide guidelines for the supply of automotive warranties, including coverage of both insured and non-insured products. The Code covers around 75% of the extended vehicle warranty products sold annually, providing consumers with additional protection when taking out a policy with an accredited business.

Vehicle Sales

Launched in 2016, the Motor Industry Code of Practice for Vehicle Sales focuses on the sale of both new and used cars at an accredited garage, dealership or used car outlet, as well as the supply of finance and warranties. It covers areas, such as the use of transparent wording of advertising and pricing, clear and transparent invoicing, and that the sale of a used car is supported by a vehicle provenance check to ensure that it has not been stolen, written-off and is free of any outstanding finance payments. Businesses accredited to the Vehicle Sales Code can be found on The Motor Ombudsman’s Garage Finder.

The Motor Ombudsman’s four Codes of Practice cover a wide range of business types. These include; vehicle manufacturers and importers, extended vehicle warranty product providers, franchised dealers, independent car retailers, as well as independent  garages, bodyshops, fast fit centres, and mobile mechanics.

All businesses that wish to gain Motor Ombudsman accreditation must complete an application form which is thoroughly checked. Following acceptance of the application, the applicant will then complete an evidence-based self-assessment which confirms they meet the entry criteria of their Code. On an annual basis, businesses will need to submit a self-assessment to ensure they continue to meet the standards of their Code.

If a business has failed to comply with their Code of Practice, for an example in a particular case, they will be requested to put things right for the consumer. They may be asked to amend their business practices going forwards if they are not in line with the Code.

Accredited businesses receive penalty points for instances where they fail to comply with the adjudication process. If a business reaches a certain level of points, they will be referred to TMO’s Independent Compliance Assessment Panel (ICAP) who will consider the appropriate sanction, which could take the form of a further warning, extended-suspension, or even expulsion. Suspensions can be applied at any time at the discretion of The Motor Ombudsman if the business refuses to co-operate, resulting in automatic suspension.


Disputes and Complaints


As a consumer, if you ever enter into a dispute with a business that is a member of The Motor Ombudsman, the business must offer you Alternative Dispute Resolution (ADR). This is a simpler, cheaper and faster alternative to going to Court. And the adjudications of the independent ADR body are binding on the business (although you are still free to go to Court afterwards).

Offering customers ADR is a mandatory and non-negotiable requirement for membership of the Approved Code Scheme - ensuring that only the best, most customer-centric businesses remain in the scheme. It also acts as a powerful incentive for any member business to treat you with respect, courtesy and fairness, at all times.


TMO's Alternative Dispute Resolution (ADR) : 


Complain about a TMO Member business

If you feel you have been mistreated by a business that is a member of the Approved Code Scheme, there are steps you can take. In the first instance, please reach out to them - explaining the nature of your complaint in clear and unambiguous language, and mentioning that you are aware of their membership of The Motor Ombudsman and the Approved Code Scheme. In most cases, this approach will ensure your complaint receives proper attention - and, ideally, a resolution will be forthcoming. If you are not happy with the result, they must offer you Alternative Dispute Resolution, or you can request it.
Only if this approach fails to bear fruit should you contact TMO, or their nominated ADR body (see their contact details, above) - who will then do their best to help you resolve your dispute with the business.

TMO's Advice :

If a business consumer has a dispute with a TMO-accredited business, that they are unable to resolve after exhausting their in-house complaints procedure, or if they have not received a response after eight weeks, then the consumer can log the complaint with The Motor Ombudsman. The best way to do this is through the online form on the TMO website, where they will be asked to provide all of the details about the case and the resolution they would like, so that an adjudicator can come to an impartial decision based on the evidence provided.


Complain about The Motor Ombudsman

The Motor Ombudsman prides itself on providing fair and impartial decisions on cases. However, if you are not satisfied with an adjudicator’s decision on a case, there may be the opportunity to have it fully reviewed by an ombudsman for a final decision, which is the last stage in the dispute resolution process. If you are unhappy with the service received, you can submit a service complaint. More information on this process can be found on The Motor Ombudsman website.


Corporate Details (from Companies House) :

Registered Name THE MOTOR OMBUDSMAN LIMITED
Company Reg. No. 06517394
Established 2008
Reg. Address 71 Great Peter Street, London, SW1P 2BN 

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.

The Approved Code Scheme, c/o CTSI, 1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH

© 2025 Chartered Trading Standards Institute. All rights reserved; Company no. RC000879.

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