The Motor Ombudsman – Case Study

Motor Industry Code of Practice for Service and Repair Case Study: PRC MOT Ltd.

The Motor Ombudsman celebrated 10 years of the Motor Industry Code of Practice and PRC MOT have been members since the very beginning

Established in 1997, PRC MOT Ltd. is a family-run independent garage based in Farnham, Surrey. It specialises in the maintenance of passenger vehicles, spanning those from the modern era through to classics such as Aston Martins vintage Fords. PRC MOT has recently expanded its portfolio to include the repair of light commercial vehicles and mobile homes, and the business currently counts three MOT Testers and Master Technicians amongst its staff.

They were amongst the first garages to be accredited to the Motor Industry Code of Practice for Service and Repair when it was launched in 2008, a Code designed to drive standards even higher and to reduce consumer detriment in this area of the automotive sector. This year, PRC MOT is commemorating ten years of being signed up to the Code and was recently awarded with a celebratory certificate by The Motor Ombudsman to mark this important milestone.

Why did PRC MOT become accredited to a CTSI-approved Code?

As soon as PRC MOT heard about the Code of Practice they knew this was something they needed to be a part of, so they can demonstrate to their customers they offer the highest standard of workmanship and customer service.

PRC, which has a very loyal client base, looks to resolve any issues raised by customers as a result of the work or service offered by the garage, swiftly and fairly, to help maintain a satisfied consumer and long-term relationship. However, in the rare event that a problem cannot be solved directly, both the business and vehicle owners have the peace of mind that there is a free impartial body on-hand, i.e. The Motor Ombudsman, to step in to help conclude the complaint without the need to resort to the courtroom.

Being a part of a comprehensive and long-standing Code of Practice equally gives PRC MOT’s customers the reassurance that they are dealing with a business that is adhering to high standards, and that they are going above and beyond the requirements laid down by consumer law.

How does PRC MOT promote its Approved Code accreditation?

The garage has always made a point of promoting its accreditation to the Service and Repair Code through the display of its certificate in the customer waiting area. The business also places The Motor Ombudsman’s explanatory Consumer Guides and Code leaflets in its reception.

Amanda Knights, PRC Business Owner and Office Manager says; “The Motor Ombudsman Consumer Guides fly off the shelf. It’s very important that consumers are informed about what to do in the event of a problem they can’t resolve and it’s an ideal resource they can keep in their glovebox.”

As a garage signed up to the Service and Repair Code, PRC MOT is listed on The Motor Ombudsman’s very popular Garage Finder ( which gives them added visibility when a customer is searching for a reputable and trustworthy business in the vicinity for ad hoc maintenance or routine repairs on their car.