Buy With Confidence
The MCIA's Buy With Confidence programme has been developed to provide peace of mind to customers purchasing a new motorcycle, scooter or moped manufactured or imported by a member of the MCIA.
A Code of Practice sets minimum standards customers should expect when purchasing a new machine and the after sales support provided. The MCIA's Code of Practice is at the core of the Buy with Confidence programme, and by their participation, our members (representing these brands) demonstrate their professionalism and commitment to customer satisfaction, pre and post sale.
It gives assurances that:
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Vehicles have received the proper safety checks, are fit for purpose and match the expectations set through pre sale advertising
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Member manufacturers and importers will meet all the obligations contained in the MCIA's Code of Practice
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If a dispute should occur, there is a complaints process which provides access to CTSI Certified Alternative Dispute Resolution via an independent third party if necessary.
The Code of Practice Includes:
Exclusions:
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The Code of Practice does not cover used vehicles or any accessories and component parts that were fitted following the purchase of the machine.
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Vehicles purchased from non-MCIA member companies (view brands which are covered here).
- Financial product disputes relating to your vehicle (these are covered by the financial ombudsman)
BENEFITS OF BUYING FROM AN MCIA MEMBER
MCIA members are companies that care about their own reputation and that of the industry as a whole. They have pride in their products and brands and recognise the importance of providing their customers with the best possible experience, pre and post sale.
Member companies have their own established processes, many of which extend beyond the minimum standards set within the MCIA's Code of Practice.
They all commit to the standards that have been developed to ensure that in the event of a problem, complaints will be taken seriously and dealt with quickly and fairly as part of an independent and approved process.
The MCIA is satisfied that its Code of Practice is sufficiently comprehensive and that manufacturing members will stand by their obligations, enabling you to buy their products with complete confidence.
IF YOU HAVE A COMPLAINT
There are a number of options available to you, should the manufacturer / importer of your vehicle be a member of the MCIA and you purchased this in the UK.
The MCIA Members Buy With Confidence Programme gives additional courses of action that will resolve matters quickly, easily, inexpensively and if necessary, draw matters to a legally binding conclusion.
Your initial complaint should be made in writing to the dealer that you bought the vehicle from (with whom you have the contractual relationship). If the matter is not resolved to your satisfaction you should write to the Manufacturer of your vehicle.
If still not satisfied, you may decide to refer your complaint to the National Conciliation Service (NCS) who are certified by CTSI to offer Alternative Dispute Resolution (ADR). NCS are independent and impartial and the ADR services offered are free of charge.
In the unlikely event that the conciliation process fails, you can take the matter to Arbitration, which will investigate and make an Award that is legally binding on all parties.
To refer a complaint to the Alternative Dispute Resolution Service please visit the National Conciliation Service website.
If still not satisfied, you may decide to refer your complaint to the National Conciliation Service (NCS) who are certified by CTSI to offer Alternative Dispute Resolution (ADR). NCS are independent and impartial and the ADR services offered are free of charge.
In the unlikely event that the conciliation process fails, you can take the matter to Arbitration, which will investigate and make an Award that is legally binding on all parties.
To refer a complaint to the Alternative Dispute Resolution Service please visit the National Conciliation Service website.
Download the full Procedure for Complaints, Conciliation and Arbitration here.
Your legal rights are not affected and you are free to pursue whichever course of action you prefer. The Citizens Advice can offer advice on your legal rights.
If you have purchased your vehicle from a company that is not an MCIA member and therefore not participating in the Buy With Confidence Programme, you may wish to take advice from Citizens Advice or consult with your solicitor if you are not satisfied with the outcome of a complaint.