BSI HIT BACK ON NATIONAL RADIO AT THE WHICH? REPORT ON POOR GARAGE SERVICING

BSI have responded and aired their views on Radio 5 Live and BBC Leeds following a Which? report stating that garages are not correctly servicing cars. According to Which? there is still incompetence in UK car garages following an undercover investigation. Nearly 90% of the garages investigated by the consumer watchdog missed (or ignored) at least one potentially dangerous fault while 39% charged for a product that wasn't supplied. However, of all the garage schemes and codes, Kitemark offers the most robust certification because of its rigorous criteria. All Kitemark garages are inspected and audited before they even get their licence. They are mystery shopped to ensure that the quality of service is consistently delivered and they are annually re-inspected to ensure standards are maintained. Anyone not maintaining the standard will have their Kitemark licence removed. The Kitemark scheme for garages, operated by independent organisation BSI, aims to improve quality and safety for consumers by ensuring that the motorist is confident and happy with the work received, they know what is being done on their vehicle and they are presented with clear and understandable service – every time. To obtain the Kitemark garages must address key areas: customer service, customer satisfaction, customer facilities – such as waiting areas, staff competencies – the quality of workmanship in the garage, their ability to use the equipment available, technical inspection and importantly fair and transparent billing. All these elements are then assessed by independent BSI inspectors and must meet stringent benchmarks if the valuable Kitemark is to be awarded by BSI. There are currently 118 garages that have the BSI Kitemark therefore the take-up has been slow. However the aim is to get a strong driving force behind the scheme to make the BSI Kitemark the industry standard in order to protect motorists. Conservative MP Robert Halfon has recently tabled a Parliamentary question to get the BSI Kitemark for garage servicing to be the standard for the industry. Both Quentin Willson consumer motoring champion and MP Halfon spoke at length on the BSI Kitemark scheme for garage services and why it should be the industry standard. Quentin Willson informed listeners: “There is a problem within the industry, as it isn’t thoroughly regulated and some garages are over charging. Recent research by You Gov conducted by BSI identified that nearly 60% of motorists said they were “fairly to not at all confident” that the work they had paid for had been done. Motorists need to be informed and ensure that the garage has a good reputation, which will help to protect them; the easiest way to do this is to visit a BSI Kitemark garage. It is audited and regularly mystery shopped and if you do not maintain the standards, the Kitemark is taken away. BSI Kitemark garages actually deliver the best and most robust proof of quality at the moment and address the concerns of Which? “All those codes currently OFT approved are from the motoring industry and have a vested interest such as selling garage equipment, membership subscription or automotive products. They are interested in the garage’s revenue instead of just their quality of service. In many cases no inspection/ or assessment is undertaken, no contract is signed with the OFT code and many require the garage to buy products or join a specific club. “Not only does the Kitemark scheme entail the most rigorous of assessments but also it insists upon annual reassessment to make sure that that same quality and service is being delivered. Motorists therefore know that they will get the same quality service every time. Where garages are assessed only once, or in some cases not at all, the motorist cannot possibly have as much confidence in their service. Kitemark is the only mark that the consumer is interested in.” MP Halfon added: “These stories are far too common. Therefore I am pushing for the BSI Kitemark to be the industry standard. BSI Kitemark is a well-recognised household name for plugs etc so now we need it to be used for the inspection of garages. In order for them to adhere to legislation to ensure they are doing the right job and are working to a high standard. I have put forward the BSI Kitemark scheme to be adopted by garages with a Parliament motion. I will also be actively lobbying to ensure that garages service cars to the highest standards therefore meeting the BSI Kitemark standards.” For details on BSI Kitemark visit www.kitemarkautomotive.com Or to find your nearest Kitemark garage visit www.kitemark.com/find-it For media enquiries relating to this press release, please contact Tracey Treanor at Chicane on 07789 078710 or e-mail tracey@chicanemarketing.co.uk NOTES TO EDITORS About BSI Group BSI Group is a global independent business services organization that inspires confidence and delivers assurance to over 80,000 customers with standards-based solutions. Originating as the world’s first national standards body, BSI has over 2,500 staff operating in over 140 countries through more than 50 global offices. BSI’s key offerings are: • The development and sale of private, national and international standards and supporting information that promote and share best practice • Second and third-party management systems assessment and certification in all critical areas of management disciplines • Testing and certification of services and products for Kitemark® and CE marking to UK, European and international standards. BSI is a Notified Body for 15 New Approach EU Directives. • Certification of high-risk, complex medical devices • Performance management software solutions • Supply chain security solutions which identify and mitigate risks in supply chains • Training services in support of standards implementation and business best practice. BSI and Kitemark® were both voted UK Business Superbrands in 2010, by independent brand experts. For further information please visit www.bsigroup.com or www.Kitemark.com

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