The Motor Ombudsman tells us:
(All words and photographs from The Motor Ombudsman).
• The Motor Ombudsman has welcomed BYD UK, the country’s fastest-growing car brand, to its
Motor Industry Code of Practice for New Cars
• Meeting stringent criteria to achieve accreditation to the established and comprehensive Code,
reinforces BYD UK’s drive to deliver the highest level of service and work in its supply of new
cars and warranties to motorists
• Accreditation to the New Car Code offers a suite of benefits for vehicle manufacturers, namely
unlimited access to the body’s independent and impartial in-house and automotive-specific
Alternative Dispute Resolution (ADR) service, the Ombudsman’s Business Information Line, as
well as access to industry roundtables and bespoke training opportunities
London, 08 September 2025 The Motor Ombudsman is pleased to welcome BYD UK to its Chartered
Trading Standards Institute (CTSI)-approved Motor Industry Code of Practice for New Cars. The UK’s
fastest-growing car brand joins the expanding portfolio of vehicle manufacturers accredited to the long-
established Code, as the country sees the arrival of the new ’75’ registration.
BYD UK is one of the latest marques to join the New Car Code, which has recently been updated in line
with technological developments and the evolution of the automotive sector. Accreditation to The long-
established and highly-respected Chartered Trading Standards Institute (CTSI)-approved New Car Code,
sees vehicle manufacturers abiding by a series of guidelines, encompassing areas, spanning warranties
to parts supply which, in turn, combine to form a carmaker’s underlying commitment to driving even higher
standards in the supply of new vehicles and warranties to customers, beyond those stipulated by law.
Amongst the many different responsibilities outlined by the Code, businesses, for example, adhere to the
use of honest and accurate advertising, and make a promise to, employ the use of clear and easy-to-
understand messaging in customer documentation and promotional material, to present warranty
agreements in plain and easy-to-understand English with any exclusions clearly highlighted, and to ensure
that spare parts are made available for repairs from the time a new model is launched. Car manufacturers
equally pledge to take effective action to ensure that consumers receive a fair and swift response should
an element of their purchase or ownership experience not be to their full satisfaction.
Accreditation to the New Car Code offers a suite of benefits for vehicle manufacturers in the UK, most
notably, access to The Motor Ombudsman’s in-house and automotive specific Alternative Dispute
Resolution (ADR) service, where the body’s experts help conclude unresolved customer complaints in a
fair, independent and impartial setting – all at no charge to consumers. Manufacturers equally have
access to the Ombudsman’s dedicated Information Line for businesses, for ad hoc guidance and
information on maximising the opportunities that come with being signed up to a Code of Practice.
The New Car Code grants BYD UK staff members the opportunity to attend events and webinars hosted
by The Motor Ombudsman, and the option to enroll staff in bespoke training programmes delivered by
members of the body’s expanding dispute resolution team. Exclusive motor industry roundtables, which
bring together representatives from across Motor Ombudsman-accredited businesses for key learnings
and open forums on some of the notable trends impacting the automotive sector, and best practice in
dispute resolution, also form part of the extensive accreditation package.
Furthermore, over the coming weeks, until mid-October, vehicle owners will be eligible to nominate BYD
UK and individual staff members working at its head office in Uxbridge, Middlesex, for The Motor
Ombudsman’s 2025 Customer Service Award for vehicle manufacturers
(TheMotorOmbudsman.org/Awards). The yearly accolade allows consumers to recognise Motor
Ombudsman-accredited manufacturers that have gone above and beyond when supporting them with a
query related to the vehicle itself or the brand’s six-year warranty.
As an accredited brand, BYD UK has the privilege of displaying the widely recognised Motor Ombudsman
and Approved Code logos, whilst the business also gains added exposure via a bespoke profile on The
Motor Ombudsman’s newly re-launched website (TheMotorOmbudsman.org), which receives hundreds of
thousands of visitors every year, and now offers greater accessibility and ease of navigation, amongst
other features.
Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “We are very
pleased to welcome BYD UK to our New Car Code. Meeting our stringent criteria and gaining
accreditation to our recently refreshed New Car Code underlines BYD’s desire to ‘do the right thing’ by
their customers, and to go far beyond their legal obligations by truly exceling in their drive for the highest
standards of service and work delivered to motorists.”
Bill added: “BYD UK is a highly valued addition to our Code of Practice, and we look forward to sharing
our expertise with teams across their organisation, as the manufacturer continues to build its model range
and presence in the UK automotive sector.”
Bono Ge, Country Manager at BYD UK, explained: “As a relative newcomer to the UK market,
accreditation to The Motor Ombudsman’s New Car Code is an important ‘kitemark’ of quality and trust that
gives consumers the all-important reassurance and peace of mind that they are buying into a reputable
customer and product experience that puts them at the very heart of our journey with us.”
Bono added: “We are ultimately looking to build loyal and long-term relationships with our customers,
many of whom will be first-time BYD owners. Being aligned with The Motor Ombudsman’s core values of
best practice, and having this highly respected authority alongside our team as a resource to call on, will
prove invaluable.”
For more information on The Motor Ombudsman’s Motor Industry Code of Practice for New Cars, visit
www.TheMotorOmbudsman.org/consumers/our-codes-of-practice/new-car-code.