Bosch Car Service

As a Bosch Car Service centre, we operate to a strict set of quality, technical, and customer service standards set by Bosch. From ongoing technician training and regular audits to the use of approved equipment and parts, these guidelines ensure every vehicle we work on receives consistent, manufacturer-level care and professionalism. This section of the BCS Code of Practice describes the responsibilities Bosch has to ensure that all approved garages follow the provisions of the code and further develop the code so that it remains of benefit to the consumer.

To ensure that the BCS Code of Practice is adhered to, Bosch will:

• Audit the Best Working Practices, Technical, and Customer provisions of each BCS garage annually.
• Conduct regular anonymous visits/mystery shops to test the Technical and Customer handling skills of the BCS network.
• Review and assess customer complaints and customer satisfaction feedback data to determine any need to revise this Code or take action against a BCS garage. Our scheme allows for a variety of measures ranging from actions to improve BCS garage performance through to expulsion of a garage from the BCS network.
• Report and review the above monitoring and compliance activities with an independent panel so that we may ensure consistency and appropriateness of our actions.

To ensure the content of the BCS Code of Practice remains relevant and appropriate, Bosch will:

• Endeavour to keep informed of the changes in consumer expectations, Best Working Practices, and/or legislation. To this end, Bosch will consult with consumer bodies to review the validity of the Code’s content and application.

To ensure that compliance with this Code is enforced, Bosch will: 

• Subject those incidents of non-compliance which cannot be adequately addressed through the BCS quality development process to disciplinary measures. 

• Apply disciplinary measures that will be proportional to the nature and circumstances of the non-compliance. These will range from a detailed review discussion with the BCS garage, further detailed scrutiny of the BCS garage using a programme of site audits through to expulsion of the BCS garage from the BCS network. 

• In cases where disciplinary action resulted from a customer complaint, inform the customer directly of the action taken. 

• Ensure that all disciplinary measures taken by Bosch are independently verified to ensure that such measures are applied on an objective, fair, and uniform basis. 

Quite understandably, many customers do not possess a thorough knowledge of how their vehicle operates, and equally, many garages are unable to secure the confidence of the customer when they carry out a car service or repair. Therefore, the purpose of this BCS Code of Practice is to provide a clear guide of the standards and practices that you can expect from a BCS garage and enable you to make an informed decision to use a BCS garage. This BCS Code of Practice has been fully approved by the Trading Standards Institute (TSI) and is therefore authorised to use the TSI logo. Approval of the Code by the TSI is your assurance that BCS garages are committed to offering the highest standards of customer service. BCS garages are required to comply with the provisions of this Code. These provisions specify how a variety of customer handling measures and trade practices are to be conducted to the benefit of the consumer. BCS garage staff will receive training that enables the provisions of this BCS Code of Practice to be put into practice, thus ensuring that the consumer is provided with the best possible service. We also appreciate that despite the best efforts and intentions of the BCS garage, it is possible that a customer may nevertheless feel dissatisfied with the service they have received. Our code includes procedures to enable such situations to be dealt with fairly, speedily, and at minimal cost. The procedures outlined in the BCS Code of Practice are additional to the legal rights assured to the consumer and the content of this Code is not intended to detract from such laws and remedies. 

This Code of Practice relates to the activities of the BCS garage associated with the mechanical repair and/or servicing of passenger cars and light commercial vehicles. These services specifically include: 

• Standard interval servicing
  For example, major and minor annual servicing 

• General mechanical repairs
  For example, repairs and servicing of brakes, transmission, steering, and exhaust systems. 

• General fault finding and problem rectification
  For example, work-related to auto electrics, air conditioning electronics, cooling, and wiping systems. 

• Fault diagnostic service
  For example, the detection and correction of faults within modern electronic control systems associated with fuel injection, engine
  management, ignition systems and braking systems. 

In addition to the above work, some BCS garages may also offer other services, some common examples are shown below: 

• Bodywork 

• MOT testing 

• Tyres 

• Vehicle recovery 

Please note, these and other services on offer may not be related to vehicle service or general mechanical repair work and they may be monitored through other schemes designed to protect the consumer. 

For these reasons, these services fall outside the jurisdiction of the BCS Code of Practice. Nevertheless, the BCS garage is still expected to offer the highest level of service and in the event of difficulty, Bosch would endeavour to be of assistance to the customer. 

This section of the Code explains the operational standards and procedures that BCS garages will employ to ensure customers receive a proficient level of care and attention. 

• Customer Care 

BCS garages will: 

• Not discriminate for any reason and will treat all customers with courtesy, respect, and fairness. 

• Make every effort to understand the customer’s requirements and expectations and will not recommend or carry out work that is unnecessary or unnecessarily expensive. 

• Before starting work, ensure that the customer fully understands and agrees to the work which is to be carried out. That is, the content of the work, the parts required, the overall costs including VAT and warranty coverage. 

• In the case of vulnerable or disadvantaged customers, demonstrate the highest level of patience, understanding, care, and helpfulness to ensure that the customer has access to and can make a balanced and informed choice of services and/or products. 

• Not use any high-pressure selling techniques to carry out work, but will inform the customer of any action that in their opinion is to be recommended on the grounds of safety, reliability, or simply good customer care. 

• Costs and Charges 

BCS garages will: 

• Offer and, if required, provide customers with a detailed written estimate that includes the cost of parts, labour, any other costs or services, and VAT. 

• Before continuing, seek customer authorisation for any work or costs that become apparent during the work phase but were not previously agreed. 

• In the event of diagnostics work, provide costs before starting the job. 

• Display details of accepted payment methods (credit cards, etc.) within the customer reception area. 

• Completion Time 

BCS garages will: 

• Provide the customer with a realistic completion time. 

• Use a formal diary or management booking system to underpin completion times. 

• If a delay becomes unavoidable, give the customer as much notice as possible to allow the customer to agree to alternative completion arrangements or to exercise the cancellation rights afforded by this Code. 

• Displaced Parts 

BCS garages will: 

• Make available upon request parts removed or replaced, for customer inspection. 

• Invoicing 

BCS garages will: 

• Provide an invoice which clearly shows as appropriate, details of labour charges, parts replaced, consumables used and any specific service routines carried out. 

• Ensure that the content and value of the final invoice will correspond to those details previously quoted, subject to additional work being authorised by the customer. 

• Include on the final invoice recommendations or observations regarding the need for further work or concerns related to safety aspects. 

• Warranty (Guarantee) 

BCS garages will: 

• Guarantee their work. 

• Respect and abide by the statutory rights afforded to customers by law. 

• Provide customers with clear and accurate details of the warranty coverage before and after the completion of work. 

• Not engage in the high-pressure selling of additional guarantees. 

• After Sales Service 

BCS garages will: 

• Respond promptly and effectively to any inquiries from customers relating to work they previously carried out. 

• Investigate and rectify queries or problems associated with the original repair and/or service, wherever possible at no cost. 

• Before starting any additional work, discuss and agree with the customer any charges which have become apparent. 

• Seek at all times to minimise any additional charges and ensure these charges are proportional to the original repair and/or service that was provided. 

• Workmanship 

BCS garages will: 

• Unless requested by the customer and subject to availability, supply service parts of an equivalent or matching quality to those fitted as original equipment. 

• Repair and service the customer’s vehicle in accordance with specifications published by Bosch or to vehicle manufacturer specifications as published by industry-recognised provider of such information. Additionally, a BCS garage may offer a local service, and the content of this work will be clearly detailed to the customer either through a document menu, a display board, or through discussion. 

This section of the Code describes how some important legal and commercial measures are handled by the BCS garage to give further support to its customers. 

• Contract Terms 

BCS garages will: 

Comply with the Unfair Terms in Consumer Contracts Regulations 1999. This ensures that the rights and obligations of the customer and the BCS garage will be balanced and that contracts are presented in plain, easy to understand language. 

• Cancellation Rights 

BCS garages will: 

• Allow the customer to cancel the repair/service agreement at any time, in writing, subject to any legal right to cancel the agreement without liability. 

• Hold the customer liable for no more than any reasonable costs already incurred up to the time of cancellation. These costs may include labour and parts for work already completed plus the cost of other parts or services ordered or obtained but which cannot be cancelled, returned, or resold. 

• Where a repair/service agreement is cancelled, always minimise any costs to the customer. 

• Prepayments 

BCS garages will: 

• In the event of a prepayment or deposit being made, provide a clear receipt which details the value of the payment made and the exact nature of the product and/or services that this payment relates to. 

• Confirm to the customer how such a deposit or prepayment is protected by Bosch in the unlikely event that the BCS garage ceases to trade. 

• Advertising & Promotion 

BCS garages will: 

• Be legal decent, honest, and truthful and will comply with the British Codes of Advertising and Sales Promotion and any other relevant code of advertising and all other statutory requirements. 

The BCS garage and Bosch have a strong commitment to customer satisfaction and would therefore like to work with the customer to resolve any complaint fairly and quickly. Should the complaint remain unresolved despite these efforts, then the customer has the option of pursuing independent arbitration. This section of the Code describes the complaint handling procedure. 

• Step 1: Complaining to the BCS Garage 

Should a customer feel dissatisfied then we would politely request that the customer complains first directly to the BCS garage concerned. This may be done either in person, by phone, or in writing.
 

If a customer wishes to write to the BCS garage but is unsure of whom to contact, then the BCS garage will confirm the postal address and relevant contact name. If requested, the BCS garage will supply this information in writing to the customer. 

Should the customer prefer to pursue a complaint through another person or a recognised consumer organisation like Trading Standards, Citizens Advice etc, then the BCS garage will continue to cooperate fully to resolve the complaint. 

The BCS garage will have in place a clear and accessible mechanism for recording and dealing with customer complaints. The responsibility for dealing with complaints will rest with the BCS Principal or another nominated individual. Details of the appropriate person to contact will be displayed in the customer reception area. 

The BCS garage will acknowledge written complaints within 5 working days of receipt. 

The BCS garage will seek to resolve any complaint within 21 days of its receipt. 

• Step 2: Conciliation by Bosch 

Should the BCS garage be unable to resolve the complaint, then Bosch is willing to provide a free of charge conciliation service. That is, Bosch will work with the customer and the BCS garage to resolve the customer’s complaint speedily and fairly. Customers should note that this service does not prevent them from seeking redress through other legal means. 

To use this service the customer is invited to contact Bosch directly on 0800 077 8866 or email bc********@******ch.com. Alternatively, if a customer wishes to write to Bosch directly then the address details of Bosch may be found at the back of the Code. 

In the case of customer telephone calls, Bosch will acknowledge the customer’s call and record details of the complaint immediately. Bosch will also discuss the nature and content of the complaint at that time or contact the customer within the next 5 working days to discuss the complaint. 

In the case of written complaints, Bosch will confirm in writing to the customer that the complaint has been received within 5 working days of its arrival at Bosch. Should Bosch require a written account of the complaint and/or need other information to investigate the complaint then Bosch will ask the customer to provide it. 

Bosch will endeavour to resolve the customer’s complaint within 21 working days of its receipt. The recommendations made by Bosch to resolve the complaint will be binding on the BCS garage, however the customer remains free to reject the proposal made by Bosch. 

• Step 3: Independent Arbitration 

Adjudication enables a complaint to be reviewed independently of Bosch and a recommendation provided as to how the complaint may be resolved. The recommendation of the Adjudicator is binding on the BCS garage; however, the customer remains free to reject this proposal. 

The Independent Adjudication service is only available if the customer has sought to resolve the complaint using the Bosch conciliation service, this service is explained on page 10. 

Following on from the Bosch conciliation service, Bosch will advise the customer in writing of its conclusion regarding his or her complaint. This letter will also contain the contact details of an independent panel responsible for monitoring how Bosch operates this code of practice. 

Should the complaint remain unresolved, and no more than six months has elapsed since the receipt of the conclusion letter, the customer may elect to use the independent adjudication service. Here the customer is required to notify Bosch that the complaint is unresolved and request the matter be forwarded for adjudication. 

• Subsequently, Bosch will refer the complaint to an independent Adjudicator who will investigate the complaint, obtain evidence from the customer, the BCS garage, and Bosch and make a written adjudication as quickly as possible – generally within 28 days.