Federation of Engine

Re-Manufacturers Ltd

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This copy dated January 2017

supercedes all previous versions
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1. AIMS OF THE CODE

1.1. To ensure that customers using the services of FER members at all times receive the best
possible attention to their needs.

1.2 To ensure that the interests of the customer are at all times paramount in competitive
trading between FER members

1.3 To guarantee all work undertaken and all re-manufactured engines supplied are in
conformity with the British Standard Code of Practice for the Remanufacture of Spark and
Compression Engines BS AU 257:2002.

The British Standard Code of Practice BS AU 257:2002 is contained in Appendix B.

1.4 To resolve complaints courteously, speedily and satisfactorily or provide a procedure for
conciliation and arbitration when complaints remain unresolved between a member and a
customer

1.5 To ensure maintenance of FER membership standards which will serve to enhance the
image and well being of the industry and benefit the public interest at large.

1.6 To maintain and enhance the reputation, standing and good name of the Federation and its
members.

1.7 To encourage development and growth of the engine repair and re-manufacturing industry
by adherence to the above aims.

2. FER MEMBERS RESPONSIBILITY

2.1 It is the responsibility of a Member of the FER to maintain a properly equipped machine
shop, commensurate with their membership category where minimum requirements of
which should contain such equipment that a member may satisfactorily
carry out any work for which he tenders.

2.2 It is the responsibility of the member to ensure that all such machining repair and assembly
work is carried out in a proper and work-man-like manner.

2.3 An FER Member who tenders to re-manufacture a customers engine, or who supplies a re-
manufactured exchange engine, willensure that as a minimum such re-manufactured
engines will meet the BS AU 257: 2002 Standard.

2.4 The FER Member shall acknowledge his complete responsibility under the Sale of Good
Act 1979, and as amended, for satisfactory quality, fitness for purposes and correspondence
with description of the engines and parts he supplies and for reasonable care and skill with
which he carries out his work.
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2.5 The Federation regards it as a duty that Members should accept, and comply with, the
Code of Practice in its entirety.

2.6 The display of the FER logo on premises and documentation is a requirement to ensure
that customers are informed of a Members adherence to the Code of Practice.

2.7 The Federation Member should provide a written quotation where requested. The member
should provide in any case, an estimate of the cost of any work tendered for and obtain the
customers express permission in writing for any increase in the agreed estimate.

2.8 An estimated time for the completion of the work should be provided by the FER Member,
and every effort made to inform the customer in the event the time given cannot be met.

2.9 The FER Member shall provide a detailed invoice of all work carried out and materials
supplied. Records should be kept of all services, work and parts done and supplied. In the
case of a dispute this will facilitate accountability of the work done.

2.10 Where a customer’s engine is re-manufactured or an exchange Re-manufactured engine is

supplied, the invoice and / or warranty, should include details of the date supplied and where
appropriate the odometer readings. Arrangements should be made with the fitting station
in theevent that the unit is not fitted by an FER member.

2.11 The member’s conditions of contract, which include the payment terms, must be made
clear to the customer prior to any work being carried out.

2.12 A Federation Member should exercise reasonable care in protecting customer’s property
and possessions while in his charge. Members should be adequately insured to cover any
legal liability.

3. DEALING WITH COMPLAINTS

There is compelling evidence that Alternative Dispute Resolution (ADR) is good for
business and it makes sense for all companies to join an ADR scheme. As a result the FER
are delighted to have a scheme in place for its members.

3.1 It is a management responsibility to deal with complaints promptly, purposefully and

fairly. If staff are delegated to handle customer complaints they should be instructed to
avoid defensive, aggressive or evasive attitudes, which may only serve to aggravate the
situation. A complaint well handled may retain a customer’s goodwill and serve to secure
future business.

3.2 Where complaints are raised through a third party, willing guidance must be given to that
party, and every attempt should be made to re-establish direct communication with the
complainant and to reach a satisfactory settlement with them.
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3.3 Members must ensure that effective and immediate action is taken, as per Appendix “A”
with a view to achieving a just settlement of a complaint. In addition, an easily identifiable
and accessible arrangement for the reception and handling of complaints should be
established.

3.4 In the event that the outcome of discussions with a customer still results in the matter not
being resolved, then the dispute may be referred to the FER Office.

3.5 Members will give every assistance to the Federation or any other independent engineer
appointed while they are investigating a complaint.

3.6 Copies of the Code of Practice should be prominently on display for customer reference.

4. ADVERTISING

4.1 All claims, descriptions and advertisements should be legal, honest and truthful. They
must comply with the Trade Descriptions Act and the Control of Misleading Advertising
Regulations. In addition they should enter into the letter and spirit of the standards
set by the Advertising Standards Authority and Offcom.

5. FEDERATION MEMBER’S STAFF

5.1 The Federation Member shall familiarise themselves, and their staff, with all the provisions
of this Code of Practice.

5.2 The Member, and their staff, shall observe the letter and spirit of the Code to give true
significance to the Federation of Engine Re-manufacturers commitment to raising
the standards of the Industry.

6. DISCIPLINARY POWERS

6.1 The FER rules contain provisions for the enforcement of the code by the General
Committee. The FER will, wherever possible,offer help and support to the member to
enable them to attain the correct standards. In the event that a Member’s
behaviour to a customer is proved to have fallen below the standard set by
the Code, the penalties, which should be imposed, are a reprimand and or
termination of Membership from the Federation. Any penalties imposed or expulsion from
the Federation may be published in the Federation’s journal or other such periodical.

6.2 A record and analysis of all formal complaints against Federation members will be
maintained by the FER and will be published in the minutes of the AGM.
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Appendix A – Complaints and Conciliation Service

1. The object of the Complaints and Conciliation Service for all services supplied

1.1 The object of the Complaints and Conciliation Service shall be the settlement of any
Dispute, or difference, referred to the Federation by any customer or member.

See Appendix C ‘FER’s Guide to Conciliation and Arbitration.’

2. Application to the Complaints and Conciliation Service

2.1 All applications for the determination of any case shall be addressed to the Federation of
Engine Re-Manufacturers Office.

3. Conciliation Service Procedure

3.1 All complaints must be made using the FER form and a signed hard copy sent ( an initial
telephone call is acceptable to register the complaint ), accompanied by any supporting
documentation, to the Office of the Federation of Engine Re-Manufacturers.

3.2 The FER will, if necessary, on the agreement of all parties, commission a report by an
independent engineer to ascertain the facts relating to the failure of engine or component.
The FER will, if deemed necessary, refer complaints to the FER’s Technical
Sub-Committee for comment and adjudication.

3.3 In the event that the FER cannot effect a mutually acceptable conciliation between the
parties concerned, the complaint may then, on the agreement of both parties, be referred
to arbitration.

Appendix B – BS AU 257 : 2002 – Currently under review, if you require a copy

please email info@fer.co.uk
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Appendix C – Guide to Conciliation and Arbitration

Conciliation Service

1. The objective of the Conciliation Service

The object of the Conciliation service shall be the settlement of any dispute or difference
referred to the Federation by any customer.

2. How this is achieved

The Federation will act as an impartial third party and endeavour to keep channels of
communication open between the customer and our member. Having received a
Complaint Form from the customer it will request a review from the member concerned.

Having considered the facts from both parties the Conciliation Service will then make
suggestions as to how the complaint may be settled and do everything possible to bring
the matter to a speedy conclusion. It will keep in close touch with both parties and keep
them informed of progress until the matter has been resolved.

The Federation believes that if a complaint cannot be settled amicably between the
parties then a Conciliation Service is the best alternative. It should produce a settlement
that would be acceptable to both parties without the need or expenses of further action.

If this process requires an engine or part/parts to be examined by an engineer, then the

cost of that inspection will be borne by both parties. The findings of the engineer will be
made available to both parties and the evidence produced will be used to establish a
settlement of the complaint.

Should it not be possible to settle the complaint through the Conciliation Service then the
Arbitration Service will be offered as a way of bringing the matter to a conclusion.
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Arbitration Service

1. The Objective of the Arbitration Service

Any complaint may be referred to arbitration should the customer so wish. The objective of
arbitration is to seek a low cost solution to the dispute, without resorting to litigation. The
Arbitration Service is completely independent and unbiased in any way.

Federation members shall be expected to co-operate in referring a dispute to arbitration.

Customers must be advised that they have the option of taking court action.

2. Arbitration Procedure

Parties to arbitration will be asked to pay the fees as laid down by the service. Costs can
be awarded against one party or another depending on the judgement made.

The parties will be asked to sign an application for arbitration, and send the application,
with the fees, to the Federation.

In order to keep costs to the minimum, arbitration will be dealt with on a documentation
submission basis only. In such cases none of the parties to the dispute may be present
represented by another person.

The adjudication of the arbitrator is final and legally enforceable in the courts.

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I have read and agree to be bound by the Terms and Conditions of

the FER Code of Practice

Name Position Signature Date

Federation of Engine Re-Manufacturers Ltd

(Registered Office)

5 Marlin Office Village, 1250 Chester Road,

Castle Bromwich, Birmingham B35 7AZ

Telephone: 0121 749 4767

Facsimile: 0121 730 2745
www.fer.co.uk
e-mail: enquiries@fer.co.uk
Registered in England & Wales No: 5253647