Redgate Lodge – A Motor Ombudsman Accredited Used Car Dealer

Buy Your Next Used Car with Additional Peace of Mind

At Redgate Lodge Motor Group in Newcastle upon Tyne, we’ve spent many years building our reputation around vehicle
preparation, customer service, transparency and aftersales support.

We’re therefore proud to be a member of The Motor Ombudsman accreditation scheme and accredited to its CTSI-approved
Vehicle Sales Code of Practice.

The Vehicle Sales Code applies to both franchised and independent vehicle retailers and is designed to give motorists
additional reassurance throughout the vehicle purchasing process.

For our customers, it’s another independent sign that Redgate Lodge is committed to doing things properly.

What is The Motor Ombudsman?

The Motor Ombudsman is an independent and impartial automotive dispute resolution body.

It operates Motor Industry Codes of Practice which are approved by the Chartered Trading Standards Institute (CTSI).

These Codes set standards for fair and transparent business practices within the automotive industry and hold
accredited businesses to recognised standards of customer service and professional conduct.

Redgate Lodge is accredited to the Vehicle Sales Code, which specifically covers the vehicle purchasing process.

What Does Motor Ombudsman Accreditation Mean?

Accreditation isn’t simply about displaying a badge on our website.

As an accredited business, Redgate Lodge has committed to complying with the relevant Motor Industry Code of
Practice.

The Motor Ombudsman’s Vehicle Sales Code covers important areas of the vehicle buying journey including:

• Clear and transparent advertising and pricing
• Vehicle provenance checks when selling used vehicles
• Appropriate test-drive procedures
• No high-pressure or pushy sales practices
• Accurate information regarding warranty products
• Accurate information regarding vehicle finance
• Comprehensive vehicle handovers
• Providing available historic documentation and service history
• Providing a valid MOT certificate where applicable
• Professional customer service
• Effective complaint handling
• Access to independent Alternative Dispute Resolution where appropriate

These principles complement the standards we’ve already built into the way we sell and prepare vehicles at Redgate
Lodge.

Our Commitment to The Motor Ombudsman Vehicle Sales Code

We are proud members of The Motor Ombudsman accreditation scheme and are accredited to the CTSI-approved Vehicle
Sales Code of Practice, helping ensure we operate to high standards of service and offering additional peace of mind
for our customers.

For us, this isn’t simply a statement on a website.

It’s a commitment to being professional, transparent and accountable in the way we do business.

Professional. Transparent. Accountable.

We’ve always believed that a reputable used car dealership should have nothing to hide.

Customers should be given the information they need to make an informed decision, understand what they’re purchasing
and know where to turn if something doesn’t go according to plan.

Our Motor Ombudsman accreditation provides another layer of independent reassurance.

It means we’ve voluntarily committed to an industry Code of Practice and agreed to participate in The Motor
Ombudsman’s independent dispute resolution process for eligible disputes where appropriate.

We’re comfortable making that commitment because we believe strongly in the standards by which Redgate Lodge
operates.

What Happens After You Buy Your Car?

Our responsibility to our customers doesn’t simply end when a vehicle leaves the showroom.

Redgate Lodge has its own Bosch Car Service Centre, experienced technicians, advanced diagnostic equipment and a
dedicated aftersales operation.

If you experience a problem after purchasing your vehicle, our team is here to help.

Depending on the circumstances, this can include:

• Mechanical diagnosis
• Warranty repairs
• Vehicle servicing
• Electrical and diagnostic investigation
• Customer aftercare
• Technical support
• Advice regarding the most appropriate next steps

Cars are increasingly complex mechanical and electronic products and unexpected problems can occasionally occur.

We believe the true measure of a dealership isn’t simply how it behaves when everything goes perfectly.

It’s how it responds when something goes wrong.

We always want the opportunity to put things right.

Customer Care Is Extremely Important to Us

If you have a concern regarding a vehicle or service provided by Redgate Lodge, please contact us in the first
instance.

We’ll investigate what has happened and aim to work with you towards a fair and reasonable solution.

We will aim to respond to customer concerns as quickly as reasonably possible and, in accordance with The Motor
Ombudsman guidance, provide our formal response no later than eight weeks after receiving a complaint.

In the overwhelming majority of situations, our aim will always be to resolve a concern directly with our customer.

What If We Can’t Reach an Agreement?

Our Motor Ombudsman accreditation gives our customers another important level of reassurance.

If you’ve completed our internal complaints procedure and remain dissatisfied with the outcome of an eligible
complaint, you may be able to refer the matter to The Motor Ombudsman.

The Motor Ombudsman is our certified Alternative Dispute Resolution (ADR) provider.

It can provide consumers with free and impartial information and, where appropriate, an independent alternative
dispute resolution process.

This means that if we and a customer genuinely cannot reach an agreement ourselves, there is an independent
organisation available to consider an eligible dispute.

For us, that’s an important part of being accountable to our customers.

Independent Dispute Resolution at No Cost to the Consumer

The Motor Ombudsman’s dispute resolution service is free for consumers.

Customers should normally give Redgate Lodge the opportunity to investigate and resolve their complaint through our
internal complaints process first.

If that process has been completed without reaching an acceptable resolution, The Motor Ombudsman can then provide
information and, where appropriate, consider the dispute independently.

Redgate Lodge’s accreditation means we’ve agreed to participate in The Motor Ombudsman’s dispute resolution process
in accordance with the applicable Code.

Why Does This Matter When Choosing a Used Car Dealer?

There are thousands of businesses selling used cars throughout the UK.

Understandably, customers want to know they’re buying from a dealership they can trust.

Before purchasing a used vehicle, it’s worth considering more than simply the advertised price.

You may also want to consider:

• How established is the dealership?
• How does it prepare its vehicles?
• Does it have its own workshop facilities?
• What do previous customers say?
• What aftersales support is available?
• Is the business independently accredited?
• Does it have a clear complaints procedure?
• Is independent dispute resolution available if something cannot be resolved?

At Redgate Lodge, we want customers to be able to answer those questions before deciding whether to buy from us.

Buying a Used Car from Further Away?

Our Motor Ombudsman accreditation can be particularly reassuring if you’re considering buying from Redgate Lodge but
don’t live in Newcastle or the North East.

Customers travel to Redgate Lodge from across the UK to purchase vehicles.

If you’re travelling from Scotland, Yorkshire, Manchester, the Midlands or further afield, you may never have dealt
with Redgate Lodge before.

You therefore shouldn’t simply have to take our word for the standards we provide.

Our Motor Ombudsman accreditation demonstrates that we’ve committed ourselves to an independent, CTSI-approved
Vehicle Sales Code of Practice.

Combine that with our vehicle preparation processes, Bosch Car Service Centre, dedicated aftersales operation and
thousands of customer reviews, and our aim is to give customers the confidence to consider buying from Redgate Lodge
regardless of where they live in the UK.

How Can I Check That Redgate Lodge Is Accredited?

The Motor Ombudsman maintains a Garage Finder containing businesses accredited to its Vehicle Sales and/or Service
and Repair Codes.

We also display The Motor Ombudsman accreditation on our own website so customers can clearly see our commitment to
the Code.

For additional reassurance, our website uses The Motor Ombudsman’s accreditation branding and Smart Badge where
applicable, allowing customers to identify our accreditation.

The Motor Ombudsman Smart Badge

The Motor Ombudsman recommends its Smart Badge as an effective way for accredited businesses to display their status
online.

Unlike simply placing an image on a website, the Smart Badge helps customers identify that they’re dealing with a
business accredited to The Motor Ombudsman.

You’ll see The Motor Ombudsman accreditation displayed across the Redgate Lodge website as part of our commitment to
transparency.

Why Has Redgate Lodge Joined The Motor Ombudsman?

The answer is simple:

Confidence and accountability.

We’re proud of the standards we’ve built at Redgate Lodge and we’re comfortable having those standards supported by
an independent automotive body.

Motor Ombudsman accreditation sits alongside the other investments we’ve made in customer confidence, including:

• Our own Bosch Car Service Centre
• Dedicated Vehicle Preparation Centre
• Comprehensive vehicle preparation procedures
• Advanced diagnostic equipment
• Dedicated aftersales support
• Thousands of five-star customer reviews
• Customer video testimonials
• Extended warranty options
• Vehicle provenance checks
• Award-winning facilities and team
• Support for customers purchasing from across the UK

We’re not interested in simply selling a car and saying goodbye.

We want customers to feel confident about who they’re buying from, how their vehicle has been prepared and who will
support them afterwards.

Frequently Asked Questions