News item

Survey results shows high customer confidence in approved code garages

A survey of 57,000 people has revealed that 95% of people using a Trading Standards Institute (TSI) approved Motor Codes garage would recommend it to friends and families, with a 97% overall satisfaction rating.

An approved code is a voluntary way for businesses to ensure they provide the best service possible to consumers. 

In a combination of online reviews, manufacturer and dealer group surveys and a targeted survey of over 3,000 car buyers, Motor Codes found a 10% increase in customer satisfaction, from 84% in 2009 to 94%. This year's survey saw 14,000 more surveys than in 2013.

TSI chief executive Leon Livermore said: "This survey shows that consumers appreciate the high quality service that is provided by businesses bearing the TSI approved codes logo. It is integral for businesses to get it right every time and with these results showing that this is happening, code members can only benefit.

"Consumer confidence contributes positively to local and national economies, and eradicating rogue traders from operating within an industry can only ever be a good thing. I congratulate Motor Codes and their scheme members on these outstanding results."

Motor Codes managing director, Chris Mason, had a resounding message for car owners: “For satisfaction levels to remain so high across a customer-base of this size tells people that they can choose a garage with confidence, wherever they see the Motor Codes tick.”


Notes for Editors:

For further information or to arrange an interview please contact the TSI press office on 0845 608 9575 or

Trading Standards Institute (TSI)
TSI is a training and membership organisation that has represented the interests of the Trading Standards profession since 1881 nationally and internationally. We aim to raise the profile of the profession while working towards fairer, better informed and safer consumer and business communities. TSI’s members are engaged in delivering frontline trading standards services in local authorities and in businesses. 

Motor Codes:

Motor Codes operates Trading Standards Institute-approved codes of practice that raise and maintain standards in the service and repair and new car sectors.

The New Car Code covers over 99% of all new cars sold in the UK and regulates the advertising, sale, warranty, replacement parts availability and complaint handling processes for new cars.

The Service and Repair Code helps motorists to identify responsible garages, offers a structured complaints procedure and promotes good customer service. There are currently over 7,800 approved Motor Codes businesses across all parts of the UK, main dealers and independent garages.  Millions of motorists benefit from the code’s protection and standards, in addition to the free advice line and dispute resolution service.

The code commits subscribing garages to:


  • honest and fair service
  • open and transparent pricing
  • completing work as agreed
  • invoices that match quoted prices
  • competent and conscientious staff
  • a straightforward and swift complaints procedure

It offers motorists:
  • a free motoring advice line (0800 692 0825)
  • an online garage finder tool, complete with real-time ratings, to locate the nearest reputable garage
  • free conciliation and low cost, legally binding arbitration
Further Motor Codes information is available at 


DATE: 24 February 2014