Big Motoring World’s used car supermarkets have joined the Motor Ombudsman’s codes of practice for vehicle sales and servicing.
Joining the codes mean every purchase across the group’s 12 sites will fall under the scope of The Motor Ombudsman’s Vehicle Sales Code.
Introduced in 2016, the Vehicle Sales Code lays down a series of promises by businesses when it comes to both new and used car transactions with customers.
This includes that, all promotions and communications issued to consumers are easily understood and compliant with relevant legislation, and that the terms of a deposit, the ‘on the road’ price, and the scheduled or estimated delivery date, are clearly outlined.
In addition, amongst other clauses, the Vehicle Sales Code equally refers to the fact that used car buyers should be provided with a handover and accompanying documentation and literature when taking delivery of their vehicle.
Similarly, for any repairs that may be undertaken to secondhand vehicles at Big Motoring World locations, customers will have the reassurance that, under the Service and Repair Code, any ad hoc or routine maintenance will be carried out to the highest of standards and only following their authorisation, that pricing will be fully transparent with no hidden charges, and that high pressure selling techniques will not used by members of staff.
Laurence Vaughan, Big Motoring World chief executive, said: “Our Motor Ombudsman accreditation showcases our willingness to always do the right thing by our customers, and to strive to go above and beyond to create a positive and memorable Big Motoring World experience for which we have become renowned.”
Vaughan said guidance from the Ombudsman is a “valuable resource to further the learning of our teams, and the continued development of our business”.
He added: “It will equally provide a unique opportunity to hone existing processes and to challenge the status quo, so as to ensure that we continually meet the high expectations of today’s discerning customers.”
Bill Fennell, chief ombudsman and managing director of the Motor Ombudsman, said: “Big Motoring World is a business that clearly demonstrates a passion for doing the very best for their customers, underlined by the many accolades that have been awarded to this organisation.
“We look forward to working closely and supporting Big Motoring World as we start our journey with them, and to sharing our expertise and best practice with their teams across the country.”
Big Motoring World’s nationwide retail sites, which span their newest store in the Surrey town of Camberley in the south, to Leeds in the North, in addition to its Aftersales Centre in Kent, join more than 7,500 business nationwide that currently adhere to the Codes.
Every year, Big Motoring World sells more than 50,000 vehicles, with this expected to rise to close to 70,000 in 2025.
