The Vehicle Warranty Products Code

Transcription

1 The Vehicle Warraty Products Code Applyig to warraty admiistrators govered by the Tradig Stadards Istitute-approved guidelies

2 Cotets Itroductio 3 Defiitios 4 Advertisig What our promise meas to you 6 What we would advise 7 For your iformatio 7 Poit of Sale What our promise meas to you 8 What we would advise 9 For your iformatio 9 Clarity of Iformatio What our promise meas to you 10 What we would advise 11 For your iformatio 11 Claims Hadlig What our promise meas to you 12 What we would advise 13 For your iformatio 13 Service Cotracts, Guaratees ad No-isured Products What our promise meas to you 14 What we would advise 14 For your iformatio 14 Isured Products What our promise meas to you 15 What we would advise 15 For your iformatio 15 Guidace o Hadlig Complaits Iitial Complait 16 Advice Lie 16 Fast Track 16 Cociliatio 16 Arbitratio (Service Cotracts ad Guaratees) 17 Fiacial Ombudsma Service (Isured Products) 17 Complaits Escalatio Procedure 18 Dispute Resolutio ad Discipliary Actio Escalatig a complait to the Code Advisory ad Cociliatio Service 19 Discipliary Actio 19 Further Iformatio Other Motor Idustry Codes 20 Data 20 Code Survey 20 Fiacial Ombudsma Service - Isured products oly 20

3 Itroductio The Motor Idustry Code of Practice for Vehicle Warraty Products ( the Code ) cofirms promises made by subscribig warraty admiistrators ( subscribers ) regardig the admiistratio of their products. The Code sets out stadards that subscribers will comply with regardig: Advertisig Poit of Sale Obligatios Clarity of Iformatio Complaits Dispute Resolutio ad Discipliary Actio Subscribers maage the registratio, claims hadlig ad aftersales o behalf of motor maufacturers, motor traders ad/or isurers ad where sold directly by the subscriber to the cosumer, the sale of the product. Subscribers are obliged to accept the Code i its etirety ad esure that their staff are aware of their legal resposibilities as well as their resposibilities uder the Code. Subscribers will esure that they meet all requiremets laid dow by the Fiacial Coduct Authority ( FCA ) for idividuals cocered i isurace mediatio ad ay other statutory requiremets. Subscribers are remided that i the evet of ay coflict betwee the Code ad FCA rules, that the FCA rules take precedece over the Code for isurace products. A cosumer who feels dissatisfied with a subscriber s performace uder ay item covered by this Code is able to submit their grievace to the Code Advisory ad Cociliatio Service. A detailed procedure explaiig how to do this appears i the Appedix of this Code. Subscribers ad retailers are required to use reasoable edeavours to esure that cosumers uderstad the products offered. If it appears to subscribers or retailers that a cosumer may ot uderstad a particular poit, either prior to purchase or whe makig a claim, they should take reasoable steps to help the cosumer uderstad. Particular care will be take with vulerable/disadvataged cosumers; advice will be give i a helpful, patiet ad appropriate maer. Retailers will give clear product iformatio ad explaatios to make sure this is the case. A cosumer iformatio leaflet to accompay the Code, the Brief Guide to the Motor Idustry Code of Practice for Vehicle Warraty Products ( the Brief Guide ), is available to dowload from 3

4 Defiitios Throughout the Code: The terms subscriber, we, our ad us describes a admiistrator of vehicle warraty products that has subscribed to this Code. The term cosumer describes the ower/ed user of ay motor vehicle which is covered by a vehicle warraty product ad icludes the requiremets of ay vulerable cosumer; for which subscribers will have i place satisfactory provisio for attedig to their eeds. The term FCA refers to the Fiacial Coduct Authority, the regulator of geeral isurace. The term retailer is take to iclude motor traders ad others who sell/provide vehicle warraty products. The term products refers to vehicle warraty ad associated products admiistered by a subscriber. These iclude MOT, tyre ad fiacial shortfall products. The term fiacial shortfall products describes products that will i the evet of a vehicle beig writte off, pay the differece betwee the origial purchase price, or the outstadig credit owed, ad the amout you received from the motor isurer or replace your vehicle. Terms ad coditios of the policy may vary ad will apply. Guarateed Asset Protectio Isurace, Vehicle Replacemet Isurace ad Retur to Ivoice are fiacial shortfall products. The term Mechaical Breakdow Isurace (MBI) describes a exteded warraty isurace policy that pays towards the cost of repairig a vehicle followig the sudde mechaical breakdow of a isured compoet. The term service cotract is take to iclude ay guaratee or exteded warraty that is ot a cotract of isurace ad provides cover agaist the failure of specified compoets of a motor vehicle. The term bettermet geerally meas a icrease to your vehicles value as a result of replacemet parts beig fitted to your vehicle. The term Exteded Warraty is take to iclude both MBI ad service cotract products. 4

5 Advertisig Our advertisig will hoestly promote our products. What our promise meas to you 1.1 Our advertisemets, promotios or ay other publicatios, whether i writig or otherwise, will ot cotai ay items which are likely to mislead you or be misuderstood. 1.2 Our advertisemets (icludig comparative advertisemets), promotios or ay other publicatios will comply with the requiremets of relevat legislatio alog with the codes, regulatios ad ruligs of the relevat orgaisatios or associatios. 1.3 Ay compariso made withi our advertisemets betwee our products or services ad those offered by a competitor will ot cofuse or mislead you. Our advertisemets will objectively compare products based upo relevat ad verifiable features, which may iclude the price. 1.4 If a subscriber breaches ay legislatio, codes, regulatios or ruligs relatig to advertisig, they will be deemed to be i breach of this Code. 6

6 We would advise you to Read our advertisemets carefully ad i full. If a advertisemet is ot clear to you, clarify it before you commit yourself to ay trasactio. Ask questios if you are usure as to the extet of the protectio offered by the product. Read the terms ad coditios of the product before sigig the cotract. Esure that the product you are cosiderig purchasig is suitable for your requiremets. For your iformatio Where applicable to the subscriber, we observe the requiremets of all legislatio ad regulatory requiremets, icludig: Misrepresetatio Act 1967 Cosumer Credit Act 1974 (as ameded by the Cosumer Credit Act 2006) Busiess Protectio from Misleadig Marketig Regulatios 2008 Cosumer Protectio from Ufair Tradig Regulatios 2008 The UK Code of No-Broadcast Advertisig, Sales Promotio ad Direct Marketig The UK Code of Broadcast Advertisig Ofcom Broadcastig Code (TV/radio advertisig) Fiacial Coduct Authority Hadbook, icludig the Perimeter Guidace Maual (PERG) 7

7 Poit of Sale We will esure that you are provided with appropriate advice ad iformatio regardig our products, accordig to your eeds ad to esure that you uderstad the product beig purchased. What our promise meas to you 2.1 We require that the retailer s staff are kowledgeable, traied ad competet to assist i your purchase of our products. 2.2 The retailer will provide appropriate iformatio regardig key cotract terms of the product(s) ad cover prior to the completio of the cotract, detailig, the period of cover, the limit of sums covered, the level of cover provided, the geographical scope of the product, ay mileage restrictios, the price of each product ad the total cost, whether the product is a cotract of isurace or a service cotract or guaratee ad your cacellatio rights, icludig ay cacellatio fees. 2.3 Where ay of our products are provided free with a motor vehicle, the retailer will provide you with appropriate iformatio regardig the product(s) ad cover before the vehicle sale agreemet is made. 2.4 This iformatio will also detail your obligatios (if applicable) to maitai the vehicle ad the cosequeces of ay failure to do so ad whether the product requires you to have your vehicle serviced by a particular retailer group or by a maufacturer authorised repairer ad state that you may be liable to pay diagostic costs i the evet that a repair is ot covered by your product. 2.5 Our product literature will be writte i plai Eglish ad will be supplied to you either at the time of purchase or withi a reasoable period thereafter. If you do ot receive this withi 10 workig days of sigig ay purchase agreemet, you should cotact the retailer. 2.6 Oce your product is registered, you will either be provided with your documetatio by the supplyig retailer, or you will receive from us withi a reasoable period of time, a commuicatio cofirmig registratio ad a remider of your obligatios (if applicable) to maitai ad service the vehicle. If you do ot receive this withi 10 workig days of sigig ay purchase agreemet, you should cotact the subscriber. 2.7 High pressure sellig techiques will ot be used i the sale of ay of our products. 2.8 If you are uhappy with the product for ay reaso, you have a right to cacel the agreemet withi a miimum period of 14 days from the receipt of your product literature. 2.9 Copies of the Code are available, free of charge from Motor Codes, or you ca dowload a copy from We will take all reasoable steps to esure that retailers do ot use our products as a meas of evadig their ow legal obligatios to you. Our products will clearly state that the cover provided is i additio to your legal rights. 8

8 2.11 We will esure that the retailer will provide you with sufficiet ad accurate product iformatio to eable you to make a iformed decisio We will esure that ay complait regardig the mis-sellig of a product is ivestigated by the appropriate party. We would advise you to Be aware that there is o obligatio to purchase a product as part of your vehicle purchase. Read the summary ad the product literature prior to sigig the purchase agreemet. Ask the retailer questios if you are usure as to the level of cover ivolved. Esure that you uderstad your obligatios regardig the service/maiteace requiremets, (if applicable) specifically the service itervals i terms of mileage ad time periods. Where there is o directio i your product documetatio regardig repair work, we recommed that you choose a garage that is subscribed to the Motor Idustry Code of Practice for Service ad Repair for ay service or repair work. Fid your earest subscribed garage at Uderstad how to make a claim/ call for roadside assistace. For your iformatio Where applicable to the subscriber, we observe the requiremets of all legislatio ad regulatory requiremets, icludig: Misrepresetatio Act 1967 Supply of Goods ad Services Act 1982 Ufair Cotract Terms Act 1977 Ufair Terms i Cosumer Cotract Regulatios 1999 Cosumer Protectio (Distace Sellig) Regulatios 2000 Fiacial Services ad Markets Act 2000 (as ameded) Fiacial Services (Distace Marketig) Regulatios 2004 Busiess Protectio from Misleadig Marketig Regulatios 2008 Cosumer Protectio from Ufair Tradig Regulatios 2008 Fiacial Coduct Authority Hadbook, icludig the Perimeter Guidace Maual (PERG) 9

9 Clarity of Iformatio Our product literature is writte i plai Eglish ad clearly sets out ay servicig/maiteace requiremets What our promise meas to you 3.1 Our terms ad coditios will be writte i plai Eglish ad preseted i reasoably sized prit. Our products will clearly state the geeral cover provided ad ay exclusios. 3.2 We require vehicles to be serviced i lie with the maufacturer s recommedatios. 3.3 Where products specify the use of a maufacturer-approved repairer for regular servicig or for warraty work, this will be stated clearly. 3.4 Our warraty products will clearly list either all of the parts which are covered or all of the parts which are ot covered. 3.5 If you are permitted to trasfer the uexpired portio of ay product (excludig fiacial shortfall products) to a subsequet ower (cosumer) where the vehicle is sold privately, details ad the coditios o how to trasfer the product are cotaied withi the product literature. 3.6 We will clearly set out your cacellatio rights ad state our policy o premature cacellatio of the cotract after the expiry of the iitial cacellatio period. 3.7 We will clearly state our policy o bettermet, ew for old cover ad the use of recoditioed compoets. 3.8 We will clearly set out our policy o reimbursemet of expeses i the evet of a breakdow ad advise whether your vehicle is covered whilst abroad. 3.9 We will cover the reasoable cost of related diagostic or exploratory work where the mechaical failure is covered by our product. Where the mechaical failure is ot covered by our product, we will clearly set out your resposibility to cover the cost of the work Details of our complaits procedure are cotaied withi our product literature. The complaits procedure is i additio to your existig legal rights. 10

10 3.11 Our product literature will promietly display the Code logo ad clearly iform you that we subscribe to the Code Our product literature will clearly detail the parties to the cotract ad whether or ot it is a cotract of isurace. We would advise you to Use the cacellatio period to satisfy yourself that the product you have committed to is suitable for your eeds. Familiarise yourself with the terms ad coditios of the product. Ask us or the retailer if there are ay terms you do ot uderstad. Esure that you have the vehicle serviced at the maufacturer s recommeded service itervals. Where there is o directio i your product documetatio regardig repair work, we recommed that you choose a garage that is subscribed to the Motor Idustry Code of Practice for Service ad Repair for ay service or repair work. Fid your earest subscribed garage at Esure that you uderstad how to make a claim. For your iformatio Where applicable to the subscriber, we observe the requiremets of all legislatio ad regulatory requiremets, icludig: Ufair Cotract Terms Act 1977 Ufair Terms i Cosumer Cotracts Regulatios 1999 Cosumer Protectio (Distace Sellig) Regulatios 2000 Fiacial Services ad Markets Act 2000 (as ameded) Fiacial Services (Distace Marketig) Regulatios 2004 Fiacial Coduct Authority Hadbook, icludig the Perimeter Guidace Maual (PERG) 11

11 Claims Hadlig We have i place a simple claims procedure to fairly ad promptly process your claim What our promise meas to you 4.1 The claims lie/customer relatios telephoe umber ad opeig times will be promietly displayed withi the product literature ad our claims lie will be adequately staffed. 4.2 Your claim will be assessed as quickly as possible ad we will take reasoable steps to keep you advised of the status of your claim. 4.3 Should a ispectio by oe of our egieers or a third party be ecessary, it will be carried out as soo as practically possible. 4.4 Where we specify the use of a approved etwork repairer for exteded warraty work, this will be clearly stated withi the product literature together with details of how to locate the earest approved etwork repairer. We will ot require work to be carried out by a approved etwork repairer where it would prove oerous o you to do so. 4.5 Labour costs for repairs will be covered uless specifically excluded, or a maximum rate is stipulated. 4.6 We will clearly state whether our products cover the full labour rates of repairs carried out by maufacturer-authorised repairers for vehicles ot purchased from a maufacturer-approved retailer or for vehicles purchased without a full retailer service history. If you choose to have your vehicle repaired by a maufacturer-authorised repairer, we may reserve the right to limit the paymet of labour costs to what we would regard as reasoable based o the cost that we would have icurred had the repair bee carried out by a admiistrator approved etwork repairer or alterate local idepedet repairer. 4.7 Our policy o courtesy vehicles will be set out i the product literature. Where a loa car is made available, this will be as reasoable alterative trasport rather tha a exact replacemet of your vehicle. 4.8 I the evet that work is carried out to your vehicle prior to authorisatio beig sought, we will ot refuse the claim without givig cosideratio to the circumstaces of the case. Claims will ot be ureasoably rejected. 4.9 If you fail to have your vehicle serviced i accordace with the maufacturers servicig schedule, mechaical breakdows ad part failures that could be coected to vehicle servicig will ot be covered. However, product cover will cotiue for mechaical breakdows ad part failures ucoected with vehicle servicig. 12

12 4.10 The procedure for escalatig complaits will be clearly set out i the product literature We will make all reasoable efforts to respod to you regardig your claim withi 5 workig days of receipt The repairer will fit ay parts, which may be provided either by the repairer or subscriber, ad carry out the work to your vehicle; we will pay the costs, if covered by the warraty, either direct to the repairer or to the cosumer if the repairer is outside of the subscriber s etwork. We would advise you to Read the product literature prior to purchase. Esure you kow what to do i the evet of a claim. Keep records of work completed to your vehicle icludig receipts for servicig, as these may be requested before a claim ca be authorised. Where there is o directio i your product documetatio regardig repair work, we recommed that you choose a garage that is subscribed to the Motor Idustry Code of Practice for Service ad Repair for ay service or repair work. Fid your earest subscribed garage at Keep details of how to make a claim with your vehicle should you eed to claim whilst away from home. Istruct ay garage carryig out rectificatio work to cotact our claims lie, to gai authorisatio before proceedig with ay repairs. Keep records of all cotact with claims departmet. Notify us (as soo as possible) of ay mechaical breakdow. For your iformatio Where applicable to the subscriber, we observe the requiremets of all legislatio ad regulatory requiremets, icludig: Ufair Cotract Terms Act 1977 Ufair Terms i Cosumer Cotracts Regulatios 1999 Fiacial Services ad Markets Act 2000 (as ameded) Fiacial Coduct Authority Hadbook, icludig the Perimeter Guidace Maual (PERG) 13

13 Service Cotracts, Guaratees ad No-isured Products We provide you with additioal cosumer protectio over ad above our legal obligatios. What our promise meas to you 5.1 The product literature will clearly state that the product is a o isured product, detail the parties to the cotract ad state that the obligatio to pay claims is the sole resposibility of the supplyig retailer. 5.2 Prior to egagig i busiess with a retailer, the subscriber will take reasoable steps to esure that their credit status is acceptable. Thereafter, the process to esure that the retailer s credit status remais acceptable will be udertake o a aual basis to esure ogoig cosumer protectio. 5.3 You have a right to cacel the product withi 14 days from the date of receipt of the product literature. This will apply where o claim has bee made ad accepted. Where a claim has bee made ad accepted the right to cacel will usually ot apply. Details of the cacellatio process ad refuds will be clearly stated withi your product documetatio. 5.4 Where the product is cacelled, o pro rata fee or admiistratio charge will be made uless clearly detailed withi the product/credit agreemet terms ad coditios. 5.5 All protectio products offered by vehicle maufacturers ad retailers will clearly state that they are ot isurace products ad that the beefits of the product are covered by those parties. Should the retailer of a o- isured product cease to trade, the it is possible that the product will o loger be valid. We would advise you to Read the product literature. Esure that you uderstad your cacellatio rights. For your iformatio Where applicable to the subscriber, we observe the requiremets of all legislatio ad regulatory requiremets, icludig: Eterprise Act 2002 Ufair Cotract Terms Act 1977 Supply of Goods ad Services Act 1982 Fiacial Services (Distace Marketig) Regulatios 2004 Ufair Terms i Cosumer Cotract Regulatios 1999 Cosumer Protectio (Distace Sellig) Regulatios

14 Isured Products We will comply with all regulatory requiremets laid dow by the Fiacial Coduct Authority. What our promise meas to you 6.1 The retailer will be authorised by the FCA, either directly or as the appoited represetative of a authorised firm, to sell geeral isurace products or carry out ay other regulated activity. 6.2 You will be iformed by the retailer that your product is a cotract of isurace, uderwritte by a authorised isurer. 6.3 The product summary ad literature will clearly idetify the isurer ad their cotact details. 6.4 The product literature will clearly set out the relatioship betwee you, the isurer ad ourselves ad will state that the cotract is a cotract betwee you ad isurer. 6.5 The isurer will be advised of our adherece to this Code. 6.6 You will have a right to cacel the cotract of isurace withi a miimum of 14 days from the date of receipt of your policy documets ad receive a full refud. Thereafter details of your cacellatio rights ad ay refud policy will be icluded withi your product literature. I the evet that you cacel the cotract of isurace outside of the iitial cacellatio period you may be charged a admiistratio fee. Ay fee will oly iclude reasoable costs icurred by us as a result of the cacellatio. 6.7 The policy will clearly state the details of the applicable compesatio scheme i the evet that the isurer caot meet their liabilities. We would advise you to Read the product literature to idetify the isurer. Esure that you uderstad your cacellatio rights. If you are ucertai of your cacellatio rights ask us or the retailer to clarify them. For your iformatio Where applicable to the subscriber, we observe the requiremets of all legislatio ad regulatory requiremets, icludig: Fiacial Services ad Markets Act 2000 (as ameded) Fiacial Services (Distace Marketig) Regulatios 2004 Fiacial Coduct Authority Hadbook, icludig the Perimeter Guidace Maual (PERG) ABI Good Practice Guide 15

15 Guidace o Hadlig Complaits I the ulikely evet that you feel we have failed o ay of our promises, we refer you to the Motor Codes Advisory Service. Their role is to esure that we are actig resposibly ad are fulfillig our obligatios uder this Code. Iitial Complait A cosumer or itermediary who has a complait about a product admiistered by a subscriber should firstly cotact the subscriber s customer relatios departmet directly. Upo receivig a complait subscribers are required to esure that they take effective ad immediate actio to resolve the complait. Subscribers will respod to cosumer correspodece withi 10 workig days of receipt. I the evet that a complait remais uresolved, it is a subscriber s obligatio to make clear to the cosumer their referral rights. These will be fully detailed withi the product literature ad may iclude Isurer, the Motor Codes Advisory Service or the Fiacial Ombudsma Service as appropriate. Advice Lie The Motor Codes Advisory Service will provide cosumers with appropriate advice ad provide the route for further assistace where ecessary, as follows: Fast Track If the vehicle is still with the repairer ad/or the advice team cosiders the complait is oe that ca potetially be resolved quickly by Fast Track, the the cosumer team may cotact the subscriber by telephoe to egotiate a resolutio. If the complait caot be resolved by Fast Track or is ot suitable for Fast Track the the complait ca be referred to the cociliatio service. Cociliatio Cosumers may be asked to submit their complait i writig i order for the case to progress. The Cociliatio Service will ivestigate potetial breaches of the Code ad aim to quickly review ad resolve ay dispute with as little disruptio to the cosumer as possible. However i certai complex cases it is ot always possible to resolve a dispute quickly, as it ca take some time to gather all the iformatio ecessary to reach a decisio ad a satisfactory outcome. Cosumers will be kept iformed of progress ad the Cociliatio Service will advise both subscriber ad cosumer o a remedy as appropriate. 16

16 Arbitratio (Service Cotracts ad Guaratees) If a cosumer is ot satisfied with the outcome of cociliatio, for service cotracts ad guaratees, the cosumer ca request that their case is set to arbitratio. The award of the arbitrator is eforceable i law o all parties. Full details of arbitratio ca be provided upo request i the evet you wish to escalate the matter. Fiacial Ombudsma Service (Isured Products) If a cosumer is ot satisfied with the outcome of cociliatio, for isured products, they ca still refer their complait to the Fiacial Ombudsma Service. Cosumers must refer complaits to the Fiacial Ombudsma Service withi six moths of the fial respose letter from the subscriber. Complaits caot be referred to the Fiacial Ombudsma Service after more tha six moths. Further details about how to cotact the Fiacial Ombudsma service ca be foud withi the Appedix of this Code. 17

17 Complaits Escalatio Procedure Customer complait Cocluded satisfactorily SUBSCRIBER Subscriber Help lie Uable to resolve or direct referral to Motor Codes CAB TSI OTHER Motor Codes ADVICE LINE ADVICE Code subscriber? YES NO Uable to support - provide with the best practical advice DISPUTE RESOLUTION FAST TRACK CONCILIATION Low level or live & resolvable Referral to subscriber INSURED PRODUCTS Fiacial Services Ombudsma Immediate telephoe cotact Assess ad egotiate as appropriate Cocluded satisfactorily NO Progressed to Satisfactory coclusio Withi the terms of Cociliatio NO NON-INSURED Referal to a legally bidig arbitratio service This diagram is iteded to act as a visual aid to assist your uderstadig of the complaits escalatio process that will be followed for ay complaits made to/or regardig a subscriber uder the Code. 18

18 Dispute Resolutio ad Discipliary Actio Escalatig a complait to the Code Advisory ad Cociliatio Service If attempts to reach a satisfactory solutio fail, subscribers must advise you of your right to refer the complait to the Code Advisory ad Cociliatio Service. Before writig we recommed you call the Cosumer Advice Lie Or submit your equiry olie at Where ivited to submit a complait, the cosumer should submit their details at www. motorcodes.co.uk or write to: Motor Idustry Codes PO BOX Lodo SW1X 7WU All writte equiries referred to the Code Advisory ad Cociliatio Service withi a reasoable time of the cause for complait arisig will be cosidered. A writte respose will be set to you withi 7 workig days of receipt ad withi reasoable timescales, determied by the ature of the ivestigatio, thereafter. If cociliatio does ot resolve the complait to your satisfactio, you may choose to escalate your complait. Subscribers commit to co-operate fully with local cosumer advisors or third parties whe actig o behalf of a cosumer. Discipliary Actio The Idepedet Compliace Assessmet Pael (ICAP) is a idepedet pael which moitors the operatio of the Code ad subscriber compliace. ICAP also reviews cases of persistet or serious breaches of the Code by subscribers. ICAP is idepedet of the sector ad its authority over subscribers reflects the serious ature with which the Motor Codes views o compliace. More details ca be foud at 19

19 Other Motor Idustry Codes To fid out more about our other codes of practice visit Data For the purpose of moitorig ad resolvig complaits ad moitorig compliace with the code, as well as assessig cosumer satisfactio, subscribers may pass cosumers persoal data to Motor Codes which may aalyse that data ad publish fidigs based o it. Ay such data will be processed i accordace with the Data Protectio Act Code Survey A cosumer survey coverig each sectio of the Code is cotaied withi the Motor Idustry Code for Practice for Vehicle Protectio Brief Guide ( the brief guide ). The Brief Guide is available to dowload at or Motor Codes will sed you a copy free of charge, upo request. The Brief Guide Survey is used to moitor subscribers performace uder the Code, the results of the survey will be published i the Motor Codes Aual Report. Fiacial Ombudsma Service - Isured products oly If you remai dissatisfied with the outcome of cociliatio ad wish to escalate your complait you may refer it to your isurer, whose details appear i your product documets. If the isurer has already bee ivolved durig cociliatio ad your policy is uderwritte by a Lloyd s uderwriter you may refer the matter to Lloyd s Complaits Departmet: Policyholder & Market Assistace Lloyd s Market Services, G6/86, Oe Lime Street, Lodo, EC3M 7HA If the isurer is ot a Lloyd s uderwriter or Lloyd s Complaits Departmet does ot settle the dispute to your satisfactio, you may refer the matter to: The Fiacial Ombudsma Service South Quay Plaza, 183 Marsh Wall, Lodo, E14 9SR 2014 Motor Codes Limited. All rights reserved. Motor Idustry Codes ad the Motor Idustry Codes Logo are trademarks of Motor Codes Limited 19

20 Fid out more about Motor Codes Service ad Repair Code ad New Car Code at Motor Codes Limited. All rights reserved. Motor Idustry Codes ad the Motor Idustry Codes Logo are trademarks of Motor Codes Limited