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The vast majority of NTDA members customers transactions are handled expeditiously and satisfactorily. Most customer complaints can be rectified quickly and amicably at the time at the Tyre Centre. However, a small minority are more complicated. This problem may have been caused by a misunderstanding or breakdown in communication between the parties concerned.
The NTDA Conciliation Procedure therefore exists primarily to help resolve those disputes between the cusomter and the NTDA member which cannot be quickly settled during the initial discussion between the two parties.
The Association will also be available to Trading Standards Officers, Consumer Advice Centres, Citizen’s Advice Bureaux, Motoring Organisations and other similarly recognised bodies to assist in securing resolution of complaints in which a member of the Association is involved.
SUCH CASES ACCEPTED UNDER THE NATIONAL CONCILIATION SERVICE SHALL BE SUBJECT TO THE FOLLOWING RULES:
- Object of the Conciliation Service The object of the Conciliation Service shall be the settlement of any dispute or difference referred to the Association by a member of the public or a member of the Association.
- Application to the Conciliation Service All applications for the determination of any case shall be addressed to the NTDA. The Director of the Association, Richard Edy, has full responsibility for the administration of the service.
- Scope of the Service
- Any complaint or dispute must be settled within 9 months of the completion of the work.
- The service will be restricted to disputes affecting members of the Association.
- Conciliation Service Procedure
- When a request is received from a customer or a member of the Association, for conciliation a questionnaire (to be completed) will be provided. The complaint will then be referred, if necessary, to an independent panel appointed by the National Conciliation Service, who shall endeavour to achieve a settlement based on the facts at their disposal and any examination of the tyre and fast fit motor components as required. The report of the panel shall be issued to both parties and copied to the Association.
- Any failure to achieve settlement as a result of the report of the panel can be referred for determination by an arbitrator appointed by the Independent Panel of Arbitrators through the National Conciliation Service, and assisted where necessary by any expert he may choose to have appointed. If requested by the customer, the member shall agree to go to arbitration.
- Cost of Service. The Association will undertake to pay all appropriate charges for investigation and examinations up to the process of arbitration.
- Membership Failure. Where a member has ceased trading and is unable to make any redress imposed upon him under the Conciliation Scheme, the NTDA will support the decision and take the necessary action.
- Where to Complain
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This Service is NOT available to non NTDA Members, customer should check in our depot look-up section to identify the Centre concerned is a bone-fide member of the National Tyre Distributors Association.
The Conciliation Department, NTDA, 8 Temple Square, Aylesbury, Bucks. HP20 2QH
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ARBITRATION PROCEDURE
- If it has not been possible to achieve conciliation, the remaining facility that the Association can offer both parties is that of independent arbitration. Arbitration, under the auspices of the Association, offers to both parties an inexpensive means of resolving their dispute.
- If the complainant elects to take the dispute to arbitration, both parties are obliged to follow the procedures of the scheme and to be bound by the Arbitrator’s findings.
- The complainant and the member will be required to sign the arbitration agreement. The arbitration proceedings will be governed by the Arbitration Acts of 1950/1979, in accordance with any amendments in force to these Acts at the time of signing the agreement, and the terms of the rules of the Independent Panel of Arbitrators.
- A sole and independent Arbitrator will be appointed by the Independent Panel of Arbitrators through the National Conciliation Service. In all cases the Arbitrator may request the services of any expert he may choose to have appointed.
- Neither the complainant nor the member has the right to appear or to be represented at the hearing unless the Arbitrator so decides. The parties shall enter submissions in writing in the form of points of claim and points of defence, together with all supporting documents the parties think relevant.
- After considering all relevant evidence, reports and documents, the arbitrator will make his award in writing to the Panel and copies will be provided to the Association and both parties. The Arbitrator’s award, including his directions regarding costs, are legally binding and enforceable by law.
NTDA CUSTOMER CHARTER
The NTDA is the trade association for the fast fit and tyre industry in the U.K.
The Association was founded in 1933 and has 2800 depots in membership covering over 65% of the industry.
Members of the NTDA pledge the following to their customers:
- FULLY ITEMISED BILLS
- FULLY TRAINED PERSONNEL
- SAFETY GUARANTEES
- RETURN OF ALL REPLACED MOTOR PARTS
- OTHER THAN EXCHANGE UNITS
- ENVIRONMENTALLY SAFE DISPOSAL OF TYRES AND FAST FIT MOTOR COMPONENTS
- COMMITMENT TO THE NTDA CODE OF PRACTICE
- AN EFFECTIVE COMPLAINTS PROCEDURE
- ADMINISTERED BY THE NTDA
- ACCESS TO AN INDEPENDENT ARBITRATION FACILITY
All members of staff have access to the Code of Practice and are fully aware of the procedures should you have a complaint.
Full details of the Conciliation Service is available on request from the Conciliation Department, NTDA, 8 Temple Square, Aylesbury, Bucks HP20 2QH Tel: 08449 670707, Fax: 01296 488675 Email:
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