The FER Code of Practice

Aims of the Code

1.1 To ensure that customers using the services of FER members at all times receive the best possible attention to their needs.

1.2 To ensure that the interests of the customer is at all times paramount in competitive trading between FER members.

1.3 To guarantee all work undertaken and all re-manufactured engines supplied are in conformity with the FER Specifications which adopts as a minimum, the specifications set out in the British Standard for the Re-Manufacture of Spark and Compression Engines, BS AU 257:1995.

1.4 To resolve complaints courteously, speedily and satisfactorily or provide a procedure for conciliation and arbitration when complaints remain unresolved between a member and a customer.

1.5 To ensure maintenance of FER membership standards which will serve to enhance the image and well-being of the industry and benefit the public interest at large.

1.6 To maintain and enhance the reputation, standing good name of the Federation and its members.

1.7 To encourage development and growth of the engine repair and re-manufacturing industry by adherence to the above aims.

FER Members Responsibility

2.1 It is the responsibility of a member of the FER to maintain a properly equipped machine shop, the minimum requirements of which should contain such equipment that a member may satisfactorily carry out any work for which he tenders.

2.2 All machinery and gauging equipment is to be maintained at a level to ensure that at all times the membership standards laid down by the Federation may be achieved.

2.3 The FER member should acknowledge his responsibility to ensure that all machining repair and assembly work is carried out in a proper and work-man-like manner, all such work being covered by the FER approved warranty.

2.4 An FER member who tenders to re-manufacture a customers engine, or who supplies a re-manufactured exchange engine, will ensure that as a minimum such re-manufactured engines will meet or exceed the BS AU 257:1995 standard.

2.5 The FER member shall acknowledge his complete responsibility under the Supply of Goods and Services Act 1982 (as ammended 1994) for satisfactory quality, fitness for purpose and correspondence with description of the engines and parts he supplies and for reasonable care and skill with which he carries out his work.

2.6 The Federation regards it as a duty that members should accept the Code of Practice in its entirety.

2.7 The display of the FER logo on premises and documentation is a requirement to ensure that customers are informed of a members adherence to the Code of Practice.

2.8 Members should hold or be able to demonstrate a commitment to achieving a recognised Standard, preferably ISO 9000.

Dealing with Complaints

3.1 It is a management responsibility to deal with complaints promptly, purposefully and fairly. If staff are delegated to handle customer complaints they should be instructed to avoid defensive or evasive attitudes which may only serve to aggravate the situation. A complaint well handled may retain a customers goodwill and serve to secure future business.

3.2 Where complaints are raised through a third party, eg the RAC, AA, Trading Standards Officer or Citizens Advice Bureau, willing guidance must be given to that body and every attempt should be made to re-establish direct communication with the complainant and to reach satisfactory settlement with them.

3.3 Members must ensure that effective and immediate action is taken with a view to achieving a just settlement of a complaint. In addition an easily identifiable and accessible arrangement for the reception and handling of complaints should be established. Members should give assistance to their agents in handling complaints under warranty.

3.4 Members will give every assistance to the Federation, the Institute of Automotive Engineer Assessors, Independent Panel of Arbitrators or any other independent engineer appointed while they are investigating a complaint.

3.5 In the event that the outcome of discussions with a customer still results in the matter not being resolved, then the matter may be referred to the FER President with the aim of seeking a rapid and satisfactory conciliation. When cases cannot be resolved, customers will be offered the facilities of an independent engineer either selected by mutual agreement or appointed by the Institute of Automotive Engineer Assessors.

3.6 Should all avenues of conciliation be exhausted the dispute may be referred upon application by either party for determination by an Arbitrator appointed by the Independent Panel of Arbitrators operated through the retail motor trade associations.

3.7 Copies of the Code should be prominently on display for customer reference.

Machining, Repair or Re-Manufacturing Costs

4.1 The Federation member should provide a written quotation where requested. The Member should provide in any case a written estimate of the cost of any work tendered for and obtain the customers express permission for any increase in the agreed estimate.

4.2 An estimated time for the completion of the work should be provided by the FER member and every effort made to inform the customer in the event that the time cannot be met.

4.3 The FER member shall provide a detailed invoice of all work carried out and materials supplied.

4.4 Where a customers engine is re-manufactured or an exchange re-manufactured engine is supplied the invoice and or guarantee should include details of the date supplied, engine number and where appropriate the odometer or time clock readings. Arrangements should be made with the fitting station to record this information in the event that the unit is not fitted by the FER.

4.5 The members conditions of contract which include the payment terms must be made clear to the customer prior to any work being carried out.

Guarantee

5.1 The Federation members shall provide the customer with a copy of the FER Approved Warranty. This Warranty cannot and does not detract from the customers rights under the Sales of Goods Act 1979 and the Supply of Goods and Services Act 1982 (as ammended 1994).

5.2 The Federation member should permit the transfer of the unexpired portion of the warranty to any subsequent owner of the engine.

5.3 A Federation member should exercise reasonable care in protecting customers property and possessions while in his charge. Members should be adequetly insured to cover any legal liability.

Advertising

6.1 All claims, descriptions and advertisements should be legal, honest and truthful. They must comply with the Trade Descriptions Act 1968 and the Control of Misleading Advertising Regulations 1988. In addition they should enter into the letter and spirit of the standards set by the Advertising Standards Authority and the Independent Broadcasting Authority.

Federation Member's Staff

7.1 The Federation member shall familiarise themselves and their staff with all the provisions of this Code of Practice.

7.2 The member shall observe the letter and spirit of the Code to give true significance to the Federation of Engine Re-Manufacturer's commitment to raising the standards of the Industry.

Disciplinary Powers

8.1 The FER rules contain provisions for the enforcement of the Code by the General Committee. In the event that a Member's behaviour to a customer is proved to have fallen below the standard set by the Code, the penalties which may be imposed are a reprimand and/or termination of Membership from the Federation. Any penalties imposed or expulsion from the Federation may be published in the Federation's journal "FER News" or other such periodical.

8.2 A record and analysis of all formal complaints against Federation members will be maintained by the FER President and will be published in the minutes of the AGM in his annual report.

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