The National Conciliation Service (NCS) offers Alternative Dispute Resolution (ADR) services for the retail motor industry. NCS deals with disputes between consumers and traders (businesses) where a matter has not been resolved to the consumer’s satisfaction or has reached deadlock.
ADR (Alternative Dispute Resolution) is a means of resolving disputes without recourse to the courts and is typically a free or low-cost option. It is generally faster and more cost-effective for both consumers and traders than pursuing a claim through the civil courts.
In July 2015, the conciliation service provided by NCS was accredited by the Chartered Trading Standards Institute (CTSI) as an ADR provider under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, in compliance with EU Directive 2013/11/EU. Only the conciliation service is approved by CTSI; other ADR services offered by NCS are not CTSI-approved.
Arbitration provided by NCS, which operates under the Arbitration Act 1996, is not a CTSI-approved ADR scheme. Arbitration is offered solely as an escalation option for complaints that have not been resolved through conciliation, and participation is subject to the agreement of both parties.
This escalation route does not apply to members of the Scottish Motor Trade Association (SMTA).
The NCS:
- is an independent service
- is free for consumers to use
- offers conciliation, mediation and arbitration or, exceptionally, adjudication
- accepts complaints between UK residents and subscribers to the NCS
The NCS handles a wide range of cases, including:
- service and repairs contracts of vehicles
- sale contracts of vehicles
- used cars
- lost deposits
Our current team of case handlers have more than 30 years’ experience in resolving disputes between the motor trade and its customers.
The NCS is a company limited by guarantee and is a non-profit making organisation.
The trade associations that subscribe to the National Conciliation Service are:
Conciliation and arbitration
- Association of Vehicle Recovery Operators (AVRO)
- Cherished Numbers Dealers Association
- Hybrid and Electric Vehicle Repair Alliance (HEVRA)
- Independent Garage Association (IGA)
- Kindertons Accident Management Ltd
- Garage Equipment Association
- Liquid Gas
- Motorcycle Industry Association
- National Association of Motor Auctions (NAMA)
- National Body Repair Association (NBRA)
- National Franchised Dealers Association (NFDA)
- National Motorcycle Dealers Association (NMDA)
- National Tyre Distributors Association (NTDA)
- Petrol Retailers Association
- Royal Automobile Club (RAC)
- The Automobile Association (AA)
- The Retail Motor Industry Federation (RMI)
- Vehicle Builders and Repairers Association (VBRA)
Arbitration only
Conciliation and adjudication
.png)
-over.png)
