The complaint I sent to the mazda customercare. Hopefully this explains the issue. I think I need to report the bad practices whether it will make a difference or not

Dear Sir/Madam,

I would like to bring an issue to your attention regarding Mazda accident management. The issue is Mazda Accident management sounds like a claims management company which handles customers come through "call Mazda first" campaign which is very misleading advertisement.

Here is the background.

My Mazda 6 car(Reg. No. ........) was smashed by a truck while it was parked. The other party admitted liability. I was given the leaflet of Mazda accident management at the time of buying the car. Even though I could have processed my claim through my insurance or the other insurance I have gone through Mazda Accident aftercare for the peace of mind that it will be properly taken care by Mazda.

Unfortunately, my vehicle was written off as category D. I should say I was grossly disappointed by the valuation done for my car by Mazda Accident management. I bought my "Mazda approved" car in July last year after months of research. I was very happy with my purchase of the car which was good example of well maintained low mileage car. At the time of accident the car had only covered 33500 miles with full service history which is a sought after car in the used car market. Mazda's own used car website values similar low mileage, good condition cars high.

The assessed value by Mazda Accident aftercare is 4700 pounds. As per the insurance rules I need to get the money to replace a "like for like" car within a reasonable distance. The financial ombudsman guidelines is given below.

"In most cases, we assess the market value as the retail price which the policyholder would have had to pay for a comparable vehicle at a reputable dealer, immediately before the date of the damage/theft"

http://www.financial-ombudsman.org.uk/publications/technical_notes/motor-valuation.html#2

By looking at the Mazda website prices a like for like car cost anywhere above 6000 pounds near to my home(post code .........). How can Mazda's accident aftercare value my car lesser?

It looks like Mazda Accident aftercare are not aware how much Mazda charges for a used car. The valuation doesn't account any proof of value I have provided to them and does not give me any reason for the poor valuation. Also, Mazda Accident aftercare does not even know Mazda has and an Accident repair discount program as given below in the link. All of this points to false advertising.

http://www.expertreviews.co.uk/car-tech/1289257/mazda-accident-repair-discount-programme-offered

In the end, Mazda Accident aftercare advised me that if I don't accept the mediocre offer which is nowhere near to Mazda UK's advertised used cars values, they will take my hire car back, and cannot help me anymore. This is a big blow for a customer who believed in the brand. This is against the advertisement where the customers are made to believe that it is best to contact Mazda when an accident happens.

As things stand now, it seems I would have been better off if I would have processed my claim through my insurer or the other party's insurer directly. Mazda Accident Aftercare is acting like a typical claims management company who has no actual connection with the manufacturer and there is potential conflict of interest and potentially misleading advertisement. This is unfair to the customers who are made to believe the manufacturer will take care of things at the event of an accident.

I would like to bring Advertising Standards Agency rules to your attention. Please refer to point 3.7 and 3.12 from the following document.

http://www.cap.org.uk/advertising-codes/~/media/Files/CAP/Codes%20BCAP%20pdf/BCAP%20Section%203.ashx

Advertisements must make clear the commercial intent. Advertisement must not mislead by exaggerating the capability or performance of a product or service. I am potentially mislead to a claims management company and facing the consequences even though I had an option to directly approach the other party's insurance or my insurance.

The same is mentioned in Unfair trading regulations 2008, section 6(1)

http://www.legislation.gov.uk/uksi/2008/1277/pdfs/uksi_20081277_en.pdf

If Mazda Accident management is a claims management company, the commercial intent is not clear from the advertisements which says it is for the customers benefit. Also, the customers are made to believe it is manufacturer who is taking care of the accident aftercare which is an exaggeration if it is actually just handled by a claims management company. The "call Mazda first" slogan which can be seen in a lot of Mazda literature including within the Mazda provided tax holder in the car could be severely misleading. And the advertisement says "the service is designed to help you to get back on the road as quickly and smoothly as possible", which can be challenged as there are many cases where going directly to the insurer might be faster and smoother.

As insurance prices are going higher day by day, it is not right that a claims management company can come in with misleading advertisement to attract the customer from a straightforward insurance claim which could have been settled directly with the insurer and the customer, and charge the fault party's insurance company without of any help to the customer(or anybody else other than the claims management company) . This will be passed to the future insurance premiums and it is the innocent drivers who are going to suffer.

If things are as I suspected, this will be reported to ASA, OFT and FSA in its order.

Please look into the matter and advise.

Regards,