Customers Complaints

PW Millar subscribes to the Motor Industry Code of Practice for New Cars and for Service and Repair.

New Car Code

The Motor Industry Code of Practice for New Cars was the first code of practice in any industry to gain ‘full approval’ under the Consumer Codes Approval Scheme.

The Code provides reassurance to motorists when they’re making what is likely to be one of their biggest lifetime purchases. The Code covers the manufacturers obligations to you through advertising, warranties, availability of replacement parts and complaints handling.

With all volume vehicle manufacturers on the UK market subscribing to the Code, its terms apply to over 99% of all cars sold each year.

The Code covers:

  • New Cars under manufacturers warranty
  • Spare parts availability
  • The terms of the manufacturers warranty

What the Code means to you…

  • Honest and fair promotion
  • Warranties written in clear English
  • Competent and conscientious staff
  • Peace of mind warranty cover
  • Spare parts availability

What can I do if I have a problem with my new car?

You should always liaise with the dealership or seller of your vehicle in the firstance instance. If you complaint remains unresolved then you can contact the manufacturer to follow its complaint process.

If you have exhausted the complaint process you need further advice you can contact our Advice team on 020 7344 1651; lines are open between 9am to 5pm Monday to Friday excluding bank holidays.

Alternatively you can find answers to the most frequently asked questions through our New Car Code online advice page or you can submit your enquiry online and one of our team will assist you.

Service & Repair Code

The Service and Repair Code commits garages to an open, transparent and fair method of business, aiming to maintain consistently high standards across the industry.

By subscribing to the Code, a garage is demonstrating its commitment to operate as a responsible business and deliver high levels of customer satisfaction.

In November 2011, the Service and Repair Code was awarded full Office of Fair Trading approval and now operates as a Chartered Trading Standards Institute approved code, giving you the confidence that, with a Motor Codes garage, you can be sure to receive professional, reliable service.

The Code covers:

  • Independent garages
  • All servicing and repair work
  • Franchised dealers/manufacturers

What the Code means to you…

  • Honest and fair services
  • Work completed as agreed
  • Competent and conscientious staff
  • Open and transparent pricing
  • Invoices that match quoted prices

What do I do if I have a problem with my garage?

You should always liaise with the garage in the first instance to allow them the opportunity to resolve your complaint.

If you have exhausted the garages complaint process and you need further advice you can contact our Advice team on 020 7344 1651 (option 1); lines are open between 9am to 5pm Monday to Friday excluding bank holidays.

Alternatively you can find answers to the most frequently asked questions through our Service and Repair Code online advice page or you can submit your enquiry online and one of our team will assist you.

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