Good Garage Scheme

In December 2000, Trade Secretary Stephen Byers, a British Labour Party politician who was the Member of Parliament (MP) for North Tyneside from 1997 to 2010, raised the idea of "good garage" schemes for garages along the same lines as the AA star ratings for hotels or Michelin stars for restaurants.{{cite news|last=Caig|first=Jon|title=Garage cowboys face spot checks by 'spies' in major crackdown in car repair rip-offs |newspaper=Express on Sunday|date=3 December 2000}} By September 2001, the UK government released details of a 'good garage' scheme proposal to address sub-standard servicing operations in the consumer market.{{cite news|title=UK: Government sparks garage scheme row. Does Government garage scheme go far enough?|newspaper=Fleet News|date=27 September 2001|page=4}} Presented in a 2001 Department of Trade and Industry (DTI) task force report entitled [http://hdl.handle.net/10068/541120 Jacking Up Standards], the Good Garage Scheme (government) provided that the government would assist fleet managers to identify garages that offer a better quality service, and would more particularly address received complaints. Detractors to the proposals indicated that it duplicated work already done by the Retail Motor Industry Federation (RMI) and, per the Society of Motor Manufacturers and Traders, the proposal did not go far enough and needed a compulsory licensing programme for servicing operations. In response, the Department of Trade and Industry made efforts to include kitemarks for respected mechanics, but by the summer of 2002 admitted that including that UK product and service quality certification mark was difficult to organise with the kitemark trademark owner, The British Standards Institution.{{cite news|title=New drive to target car servicing rip-off|first=Fletcher|last=Victoria|newspaper=Evening Standard|date=16 July 2002|page=21}} In August 2002, RMI announced that it had its own Good Garage scheme to allow the garage industry itself to establish a mark of quality to boost consumer confidence and provide a controlled framework for garages to operate within.{{cite news|title=Improving Garage Standards|newspaper=Wells Journal|date=6 August 2002|page=80}}

File:BSI Group Chiswick London.jpg Group head office building in Chiswick, London]]

In September 2002, DTI Consumer Minister Melanie Johnson released Good Garage Scheme (government), a Government-backed voluntary code having minimum standards "backed by regular undercover checks to ensure garages meet the standards."{{cite news|last=Wilkinson|first=Mark|title=Shocking cost of car repair cheats|newspaper=Evening Standard|date=16 September 2002|page=5}} The scheme, summarised in a "Be Garage Wise" guide,{{cite news|title=Consumer Motor Industry|newspaper=PA News|date=17 September 2002}} had no funding and Ministers expected the funding to come from the motor industry itself. Significantly, the government did not invite trade associations such as RMI, the Society of Motor Manufacturers and Traders, and the Scottish Motor Trade Association to the DTI Good Garage scheme announcement meeting; each association previously had refused to submit garages within their organisations to a system of independent inspection.{{cn|date=August 2021}} About a week after DTI's Good Garage scheme announcement, trade associations announced that they would develop their own Good Garage scheme to be maintained by a self-regulatory body.{{cite news|title=Garage Service Shame|newspaper=Nottingham Evening Post|date=25 September 2002|page=18}} In May 2003, motor industry representatives and representatives from the Office of Fair Trading signed an agreement to create an industry run Good Garage Scheme (industry) that would set standards for local garages.{{cite news|title=Motor Mail: Industry announces consumer watchdog to set standards for local garages|first=David|last=Jones|newspaper=Western Mail|date=16 May 2003|department=Features|page=3}}

By February 2006, the motor industry had not yet implemented its promised Good Garage Scheme (industry).{{cite news|title=Good for Nothings|first=Quentin|last=Willson|authorlink=Quentin Willson|newspaper=Sunday Mirror|date=5 February 2006|department=Features|page=57}} In addition, the British Standards Institute, who had been trying to expand their kitemark quality of assurance to include British motor mechanics, had received fewer than 100 applications and only issued three license to Britain's 25,000 motor workshops. Although these efforts were not succeeding, an Internet website www.goodgaragescheme.co.uk, run by Forte Lubricants, was bringing in good garage scheme members as part of an internet-based association of vehicle workshops/garages.{{cite news|title=Good garages putting you back in driving seat|first=Hayley|last=Harp|newspaper=The Sentinel|date=7 May 2007|department=News – Business:Transport|page=20}}

Forte Lubricants (Forte or Forté) is a manufacturer of petrol and diesel-operated engine additives, including products such as engine oil fortifiers, engine oil system protectors, cooling system flushes, brake cleaners, air conditioner treatment, cooling system conditioners, as well as other products typically use by garages.{{cite news|title=Forte Lubricants (I) Pvt Ltd is reported to have an about 40% share of the gasoline additives market in India|newspaper=Capital Market|date=27 July 1997|page=70}}{{cite web|url=http://www.forteuk.co.uk/product.php?id=40/Air_Conditioner_Treatment |title=Forté Lubricants products |publisher=Forté Lubricants |year=2010 |access-date=9 December 2010 |archive-url=https://web.archive.org/web/20120314005001/http://www.forteuk.co.uk/product.php?id=40%2FAir_Conditioner_Treatment |archive-date=14 March 2012 |df=dmy-all }} Forte Lubricants is a division of Illinois Tool Works Ltd and operates throughout the United Kingdom with a regional network of 100+ sales agents in 11 regions and works with around 9,000+ garages, workshops and franchised dealers.{{cite news|title=Bridge PR: Forté Bolsters Regional Management Team|first=Business|last=Editors|newspaper=Business Wire|date=15 July 2010}} In 1997, Forte Lubricants had an about 40% share of the gasoline additives market in India.

On 23 September 2002, seven days after DTI Consumer Minister Melanie Johnson released the government Good Garage scheme, Forte Lubricants registered goodgaragescheme.com as a domain name.{{cite web|url=http://www.whois.net/whois/goodgaragescheme.com|title=Whois goodgaragescheme.com Lookup|publisher=Whois|access-date=9 December 2010}}{{Dead link|date=June 2024 |bot=InternetArchiveBot |fix-attempted=yes }} In 2003, just after motor industry representatives and representatives from the Office of Fair Trading (OFT) signed an agreement to create an industry run Good Garage Scheme, the Office of Fair Trading issued a car service checklist that recommended to garages what should be included in a service and enabled consumers to compare what different garages offer as part of a car service.{{cite news|title=Forte Lubricants Stops Misuse of OFT Name|newspaper=PA News|date=9 June 2003}} Forte Lubricants then began using the Office of Fair Trading's car service checklist in its promotional material.{{cite news|title=Sorted and the City: Slippery customer|first=Andrew|last=Penman|authorlink=Andrew Penman (journalist)|newspaper=Daily Mirror|date=11 June 2003|department=Business|page=34}} The Office of Fair Trading felt that Forte Lubricants' usage of the checklist as well as usage of the OFT's name and logo in its marketing material lead to consumers to believe that the OFT recommended the use of a fuel system cleaner and an engine oil flush, neither of which were addressed by the Office of Fair Trading. In general, the OFT does not approve any products or recommend what products should be used by garages when providing a car service. In response to a request by the Office of Fair Trading, Forte Lubricants agreed in June 2003 to stop using the OFT's name and logo in Forte's marketing material as legal action was threatened against Forte.

File:Rickytomlinsoncropped.jpg's Liverpool-based Royle Motors garage joined Good Garage Scheme (Forte) in 2007.{{cite news|title=Royle Family star teams up with best friend in motor repairs partnership|newspaper=Liverpool Daily Post|date=29 June 2007|department=Business|page=27}}]]

In the summer of 2005, goodgaragescheme.com received 15,000 visitors, each of whom were able post their garage comments on the website in much the same way that buyers and sellers on eBay get a rating.{{cite news|title=Let's Repair The Trust|first=Ron|last=Godfrey|newspaper=ThisisYork.co.uk|date=2 November 2006|department=business}} By November 2006, Forte sponsored goodgaragescheme.com had been developed into Good Garage Scheme (Forte), an online organisation designed to help motorists find a trustworthy garage. In addition, Good Garage Scheme (Forte) had registered 810 garages and made plans to obtain 3,000 garage members by December 2007 under the guidance of Forte's sales director, Bob Welch. In December 2006, Simon Butler created the website whichgarage.co.uk in competition with goodgaragescheme.com for honest and reliable garage advertisements.{{cite news|title=Your money: Which hitch. Biz bureau tops Tips to Kick-start your Business|first=Biz|last=Bureau|newspaper=Daily Mirror|date=13 December 2006|department=Business|page=8}} For domain registration information on webwhois.nic.uk, see {{cite web|url=http://webwhois.nic.uk/cgi-bin/whois.cgi?query=whichgarage.co.uk&WHOIS+Submit.x=37&WHOIS+Submit.y=10 |title=WHOIS webwhois.nic.uk Query |publisher=Whois |access-date=9 December 2010 |archive-url=https://web.archive.org/web/20110720174716/http://webwhois.nic.uk/cgi-bin/whois.cgi?query=whichgarage.co.uk&WHOIS+Submit.x=37&WHOIS+Submit.y=10 |archive-date=20 July 2011}}

Under the Good Garage Scheme (Forte) publicised in November 2006, Forte Lubricant inspectors would observe each garage applicant to see if they had the proper equipment and that customers were made aware beforehand of likely costs and time and were consulted before any changes were made. Once becoming a member of Good Garage Scheme (Forte), a garage was required to comply with a 50-point checklist approved by the Office of Fair Trading as part of an industry standard servicing programme. In addition, there was to be "notices in reception areas informing customers of their rights – for instance, they must be shown the replaced part should they ask to see it, and there should be a guarantee leaflet should anything go wrong. Moreover, a complaints procedure should also be in place." As noted by Forte Lubricants marketing manager Rachel Greasby "Garages in the Good Garage Scheme have a good reputation and are properly vetted by us."{{cite news|title=Helping to find reliable garages|first=D.|last=Waite|newspaper=Hull Daily Mail|date=23 February 2007|page=12}}

In February 2007, Good Garage Scheme (Forte) had 1,200 members. By May 2007, more than 1,500 garages were involved with Good Garage Scheme (Forte). In June 2007, when English actor and comedian Ricky Tomlinson's Liverpool-based Royle Motors garage joined Good Garage Scheme (Forte), the online Forte association had more than 1,700 members. "We've joined the Good Garage Scheme because we think it's important to raise the reputation of garages like ours and show we adhere to strict customer service guidelines," actor Tomlinson said at the time his garage became a member.

In March 2009, the Good Garage Scheme (Forte) launched a 21-point "Spring Check" for vehicle components such as engine oil, coolant system, brakes, tyres, windscreens, wipers, and lights.{{cite news|title=Beware: Road salt can be corrosive|newspaper=Nottingham Evening Post|date=13 March 2009|department=Features-Motoring:Garages|page=2}} Phil Dugmore, Technical Manager at Forte,{{cite news|title=Bridge PR: Forté to Launch New Workshop Consumables Range|newspaper=Business Wire|date=14 September 2010}} noted, "The Spring Check will enable our membership to give motorists expert advice on the condition of their vehicles and rectify any problems." By this time, membership at Good Garage Scheme (Forte) had risen to 2600 member garages and Good Garage Scheme (Forte) registered a new website, ggsbenefits.co.uk, to serve its member garages.{{cite web|url=http://webwhois.nic.uk/cgi-bin/whois.cgi?query=ggsbenefits.co.uk&WHOIS+Submit.x=37&WHOIS+Submit.y=10 |title=WHOIS ggsbenefits.co.uk Query |publisher=Whois |access-date=9 December 2010 }}{{dead link|date=March 2017 |bot=InternetArchiveBot |fix-attempted=yes }} During the summer of 2009, Good Garage Scheme (Forte) urged its members to ensure that their vehicle air conditioning system was properly maintained "to avoid a potential major health hazard."{{cite news|title=Keep air-con in good condition|newspaper=Nottingham Evening Post|date=19 June 2009|department=Features:Nostalgia:Local people|page=8}} In addition, the website of Good Garage Scheme (Forte) was attracting more than 12,000 new visitors a month, each staying on the site for nearly five minutes.{{cite journal|first=Richard |last=Aucock |title=Good Garages' good web |date=21 July 2009 |journal=Car Dealer Magazine |url=http://www.cardealermagazine.co.uk/publish/good-garages-get-good-website/16081 |access-date=9 December 2010 |url-status=dead |archiveurl=https://web.archive.org/web/20120302144654/http://www.cardealermagazine.co.uk/publish/good-garages-get-good-website/16081 |archivedate=2 March 2012 |df=dmy-all }} In response, Good Garage Scheme (Forte) launched an improved version of its goodgaragescheme.com website to better enable motorists to find one of its now 2,734 member garages and to handle the 20,000 customer feedback forms received every month.{{cite news|title=Good to go|newspaper=Coventry Telegraph|date=24 July 2009}}{{cite news|title=Garage vows high standard|newspaper=EE (UK)|date=29 July 2009|department=Business:Others:General|page=3}} By January 2010, Good Garage Scheme (Forte) had 2,811 member garages.{{cite news|title=Ledbury garage joins standards scheme|newspaper=Malvern Gazette|date=26 January 2010}} Reported to have been launched in 2006, Good Garage Scheme (Forte) had expanded its consumer protection structure to include a five-star rating system based on a strict Code of Conduct and a 50-point Industry Standard Service.

In August 2010, the United Kingdom product-testing and campaigning charity Which? performed an undercover investigation of garages and found that 64 per cent of automobile faults were rectified by the garages affiliated to the Bosch Car Service scheme, 60 per cent of the automobiles were rectified by garages under the Motor Codes, a scheme organised by the Society of Motor Manufacturers and Traders, 43 per cent of the problems were fixed by garages not affiliated with any scheme, and 39 per cent of the problems were fixed by garages under the Good Garage Scheme (Forte).{{cite news|title=Garages accused of putting drivers at risk|newspaper=Yorkshire Post|date=22 August 2010}} Also see the 23 August 2010 Which? article, [http://www.which.co.uk/news/2010/08/garages-are-taking-customers-for-a-ride--225759/ Garages are taking customers for a ride] {{Webarchive|url=https://web.archive.org/web/20100826074634/http://www.which.co.uk/news/2010/08/garages-are-taking-customers-for-a-ride--225759 |date=26 August 2010 }} In September 2010, Good Garage Scheme (Forte) launched its largest-to-date national television advertising campaign.{{cite news|title=Bridge PR: Good Garage Scheme Launches Biggest TV Campaign|newspaper=Business Wire|date=23 September 2010}} A month later, Good Garage Scheme (Forte) posted a three-minute video on its member benefits website www.ggsbenefits.co.uk to reiterate how members can improve customer service.{{cite news|title=Bridge PR: Good Garage Scheme Benefits in the Spotlight|newspaper=Business Wire|date=21 October 2010}} In a 25 November 2010 press release, Good Garage Scheme (Forte) noted that it "has more than 3,000 members" that are "independent garages and workshops."{{cite news|title=Bridge PR: Good Garage Scheme in New Drive to Offer Motorists an Even Better Service|newspaper=Business Wire|date=25 November 2010}}

• California Bureau of Automotive Repair
• Union of Workers in Industry, Garages, Construction Firms, Mines and Printers

{{Reflist|2}}

• [http://hdl.handle.net/10068/541120 Jacking Up Standards], Good Garage Scheme (government) standards
• [http://www.goodgaragescheme.com Official consumer website], Good Garage Scheme (Forte)
• [https://web.archive.org/web/20120727115551/http://www.ggsbenefits.co.uk/index.php Official member garage website], Good Garage Scheme (Forte) – archived July 2012

Category:Automobile associations in the United Kingdom

Category:Automotive industry in the United Kingdom

Category:Automotive repair shops

Category:Codes of conduct

Category:Consumer guides

Category:Consumer protection in the United Kingdom

Category:Organisations based in Coventry

Category:Public bodies and task forces of the United Kingdom government

Category:Rating systems

Category:Self-regulatory organisations in the United Kingdom