I bought a new C4 Grand Picasso from Abbey Citroen, Redhill in April, 2008. By the time it was two years old it had developed a juddering in the transmission when being operated at low speeds. I raised this with Abbey at the two year service. After the service they told me that they had updated the computer software and that this should help, if not completely eradicate the problem. Their prognosis proved to be correct and by the time the car was almost three years old I had to ask them to have another look. The outcome was the same, as it was at the four year service when I raised it yet again.

Eventually, I had to take the car back last autumn. It was made clear to me that the transmission would have to be stripped down, that this would be a long and expensive process and that I would have to be responsible for the costs unless something untoward turned up. However, by this stage, driving the car was uncomfortable and no longer the pleasure it originally was. I authorised the work to go ahead.

The transmission was stripped down and I was told afterwards that there had indeed been a fault with the hydraulic gear change mechanism. Presumably this was a longstanding fault which had been causing problems since before the two year stage and well within the car's original warranty period. Abbey told me Citroen had very kindly agreed to pick up half the costs of the repair. Needless to say, I was extremely grateful for this kind offer, especially given the high overall cost of the work (approaching £2000 altogether).

I did not wish to sound ungrateful but I nevertheless wrote again to Citroen to say that as the problem arose well within the warranty period and that it did appear to have been caused by a faulty component, then perhaps they should be picking up the whole cost of repairs. Citroen's Customer Support Department declined my request saying that the company had made a goodwill gesture and would not be able to contribute further.

Citroen did, however, refer me to the Motor Codes Conciliation Service, an organisation which I had not previously been aware of, and said that they might be able to consider my arguments and then, if persuaded, mediate between Citroen and myself.

The outcome was highly satisfactory from my point of view. Motor Codes considered the case very quickly, and I received another call from Citroen to say that they had reconsidered my representations and that they would, after all, by paying for the entire cost of my repairs. Needless to say, I was very grateful to them. I am also grateful to Abbey Citroen in Redhill for the excellent work they did to fix the car's transmission. It is now running beautifully. Abbey's service department is very good indeed.

But my main reason for writing is to praise Motor Codes. Others may wish to know of its existence, and in my case at least, its ability to resolve disputes between customers and manufacturers.

Peter Marshall