Trust My Garage (TMG)

Trust My Garage (or trust-my-garage) is a Consumer Code of Practice exclusively for independent garages.

The Trust My Garage shield acts as a badge of quality for the independent garage sector, and demonstrates the commitment our garages follow to provide the highest levels of workmanship and customer service. The scheme has over 2,700 members across the UK, and all garages are audited to ensure high standards in service, working practices and training. Trust My Garage is run by the RMI Standards and Certifications on behalf of the Independent Garage Association, the UK’s largest representative body for independent garages.

SEARCH : Find a TMG Approved Garage (by Postcode)

CERTIFIED

Approved Code of Practice

This is to certify that the published Consumer Code of Practice of Trust My Garage was officially granted APPROVED CODE status in 2015. 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).

Approved Code Registry :

Code Sector	Automotive and Repairs
Code of Practice	Click here to view (pdf opens in new tab)
Year of Approval	2015
Members	2,700
Last Audited	March 2024
Code Audit Record	Trust My Garage Audit 2023 (pdf opens in new tab)

More about Trust My Garage (TMG)

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 TMG Code of Practice

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The Trust My Garage (“TMG”) Code of Practice (“the Code”) is administered by Retail Motor Industry Standards & Certification (RMISC) and sets out the obligations that members of the TMG Code (“Members”) have to their Customers.

In addition to complying with all applicable laws and regulations as they apply to Customers (including, but not limited to, those laws and regulations relating to the sale of goods, supply of services, unfair contract terms, trade descriptions and consumer protection generally), Members are obliged to adopt the Code in its entirety and ensure that all their staff are fully aware of their roles and responsibilities under the Code. Members must ensure that their staff comply with the spirit as well as the letter of this Code.

Read the Trust My Garage Code of Practice (pdf)

Why is a Code of Practice so essential in this Sector?

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In addition to knowing that a Trust My Garage member will be regularly assessed for quality and professionalism, customers have the assurance that the garage will always have access to up to date technical information, facilities and equipment. This means that customers are guaranteed every time they visit a garage displaying the Trust My Garage shield.

In the event that a customer has a complaint regrading a Trust My Garage member, there is additional protection beyond standard consumer rights, including a clear complaints procedure and access to the National Conciliation Service, TMG’s Alternative Dispute Resolution provider. With customer perception that the industry has its share of unreliable operators, they can be assured that when taking their vehicles to a TMG member for a service or MOT, they are dealing with a firm that is determined to deliver the highest levels of customer satisfaction. Customers can be confident that by using the services of a Trust My Garage member, they are utilising the best in the industry.

Summary of the TMG Code of Practice

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The Code details TMG Members’ commitments to the Customer in the provision of service, warranty and repair of Vehicles in a number of areas. These areas include:

Advertising
Booking in of Work
Completion of Work and other pre-service issues
Invoicing, billing and payment
Competence
Complaints and compliance

Membership of TMG demonstrates the desire for Members to operate responsibly and to deal with Customers fairly, courteously and in accordance with good industry practice. This includes the Member not engaging in high pressure selling, providing sensitive treatment for vulnerable Customers and providing full written information to Customers on request.

Members must also provide Customers with clear and accurate information on the availability and price of services and goods, routine servicing and all warranties and guarantees.

Customers have the confidence of knowing that any complaint they have in respect of a Member or Work done or not done by a Member will be handled speedily and cost effectively by that Member and the Alternative Dispute Resolution provider in accordance with the Complaint Process set out in this Code.

Read the Trust My Garage Code of Practice (pdf)

What types of businesses are Members of TMG?

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Trust My Garage is a collection of Britain’s best local garages. Each one is committed to providing high quality service to all their customers and they include service / MOT centres, bodyshops, fuel stations and specialist repairers.

How are businesses vetted - before and after joining?

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TYG Members are audited when they first apply to join the scheme. The auditor uses a mobile device to record the findings based on a template that contains the compliance questions. The auditor adds extra detail that will provide greater understanding of the member compliance.

The audit template is set up in such a way that a percentage score is calculated based on the responses. 85% or above signifies a pass allowing the garage to join the Code. A score below 85% means a re-audit for the garage within 12 weeks following the same process as the initial audit. The garage has one final chance if they fail the audit for a second time. If they fail on the third occasion, the application is terminated. Re-audits are also carried out for existing Members on a random basis or if any issues have been identified. Members are re-audited on a 5-year cycle.

What happens if a business breaks the TMG Code of Practice?

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Incidences of minor non-compliance will prompt appropriate advice. More serious incidences will result in a written warning detailing what corrective action must be taken and by when. If appropriate, such serious incidences shall also result in a follow up compliance visit or mystery shop, the cost of which shall be borne by the Member. A very serious breach or persistent minor breaches of the Code will result in a Member being called before a Disciplinary Committee which may, if it sees fit, expel the Member from participation in the Code. The Member has the right to be accompanied and/or represented at the hearing. There is no right of appeal. In the event of expulsion, the Member may not re-apply for membership before two years has elapsed and the cause of the expulsion been properly addressed.

Disputes and Complaints

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As a consumer, if you ever enter into a dispute with a business that is a member of the Trust My Garage, 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.

TMG's Alternative Dispute Resolution (ADR) :

Independent ADR Body	National Conciliation Service
Website	www.nationalconciliationservice.co.uk
Email address	contact@nationalconciliationservice.co.uk
NOTES	The National Conciliation Service will maintain a contemporaneous written record and analysis of any and all complaints referred to it by Customers or Members regarding any provision of the Code.

Complain about a TMG 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 Trust My Garage 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 TMG, 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.

TMG's Advice :

In the first instance, Customers are encouraged to direct any grievances to the garage. Any complaint from either the Customer or the appointed representative should initially be brought verbally (whether in person or by telephone) or in writing to the Member, senior executive, director, partner or the nominated manager to see if the complaint can be resolved informally. This should be done at the earliest possible opportunity and must be done prior to the Customer seeking repairs to his Vehicle from an alternative garage.

Any complaint lodged by telephone by the certificate to a Member will be acknowledged by that Member’s appropriate appointed representative within 72 hours. Any complaint lodged in writing to a Member will be acknowledged in writing within seven working days of receipt and a full response provided by the relevant Member within 14 working days of receipt.

If they are still unhappy with the response at the end of the stage, they can contact the National Conciliation Service (NCS).
NCS is an ADR scheme that is accredited by the Chartered Trading Standards Institute under the Alternative Dispute Resolution for Consumers Disputes (Competent Authorities and Information) Regulations 2015.

The ADR services provided by NCS are free for consumers, independent from outside influences and provide advice, mediation, arbitration, and if required adjudication. Trust My Garage continues to remain impartial and is not involved in the complaints and conciliation investigation process.

Complain about Trust My Garage

In the interests of complete transparency and fairhandedness, if you represent a business and would like to complain about the way that the Trust my Garage operates as part of the Approved Code Scheme, please contact us at : ccab@tsi.org.uk.

Organisation Information

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Code Sponsor Name	Trust My Garage
Website	www.trustmygarage.co.uk
Email or Online Form	Online Contact Form (opens in new tab)
Contact Address	RMI, 201 Great Portland Street, London, W1W 5AB

Corporate Details (from Companies House) :

Registered Name	THE RETAIL MOTOR INDUSTRY FEDERATION LIMITED
Company Reg. No.	133095
Established	1913
Reg. Address	201 Great Portland Street, London, W1W 5AB

Return to the Approved Code Directory

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.