Hello all

Of course I have the stats, as you say I wouldn’t be much cop if I didn’t know my business would I?

The process we are going through at the moment with the service and repair code works. We’ve done it with the new car sector since becoming the first code to gain OFT Approval status back in 2004. Since this time the work we have carried out with the sector, the government and the OFT has seen ‘complaints’ drop significantly. Because we’re dealing with them our way.

We are repeating that with the service and repair sector, an excellent start I’d say when over 1,200 calls to our advice line in the initial monitoring period only generated 10 conciliation cases. Does that not tell you what you need to know? I’ve been saying for years the reporting of ‘complaint’ stats against the car industry is wrong and now we’re getting the opportunity to produce our own stats and guess what, given time the stats that other organisations produce will reduce as a consequence of us looking after our own. We know our industry best, how it works and the complexities involved, not the civil service – that’s why we develop codes for our own purposes. We (the industry) are the experts and we are best placed to provide this service. But to reiterate, if we hadn’t they will do it for us and no matter what you say, that is best avoided.

I’m not getting into the detail of the case specifics, you can see the report. But we are engaged in a self regulatory process. Sign up on a self certification basis then get on with running your business your way. If you are a poor operator or fail to comply with the terms of subscription then you will be found out and face the consequences. But for the majority the fact that poor performers or those that flout the terms are dealt with in such a way just means that they are put in a stronger position as a ‘compliant subscriber’ – one of the good guys. What about the ones that are expelled, I don't mind - they can come back in whenever they want, so long as they demonstrate they have changed their ways. I'd rather commit to looking after the interests of the subscribers that are doing the right thing.

There’s no hidden agenda, it’s a code that provides for minimum standards of operation and a dispute resolution service. You sort your own problems out on the rare occasion that they occur, I understand, but not all are like you are they? So don’t worry about them, that’s our job. Then, given time, we’ll have created a separation - those that can and will, and those that can’t or won’t, I would assume you’re in the former group and now’s your chance to demonstrate that.

We do have an excellent subscriber base and it’s increasing all the time. It seems that people like this approach and it fits the requirements of the government, the regulators, the consumer lobby, and increasingly garage owners as the penny drops. This is a great opportunity to prove to all that you are what you say you are – one of the good guys, and by collectively doing so we can change the perception of the garage sector.

For me it’s about the ability to demonstrate that the majority of garage business operators are responsible. Just what you are telling me, and I already know.

Why not concentrate on the positives. Ultimately it’s up to you guys and while I encourage the debate you’re going to have to make your minds up and do what you need to do – over to you.