Workshop Standards, Compliance & Enforcement Policy

The National Vehicle Service Register (“NVSR”) is committed to maintaining a trusted, transparent and independently governed vehicle maintenance register.

This Policy explains:

• the standards expected of participating workshops;
• how concerns and complaints are managed;
• how compliance is monitored;
• the circumstances in which a workshop’s verification status may be reviewed, restricted, suspended or withdrawn.

The purpose of this Policy is to protect the integrity of the Register, promote confidence in published records and ensure fair treatment of participating workshops.

This Policy applies to:

• all workshops registered with NVSR;
• workshop owners and responsible persons;
• technicians publishing records through NVSR;
• administrators responsible for verification and compliance.

NVSR operates on the following principles:

• Independence
• Fairness
• Transparency
• Evidence-based decision making
• Proportionality
• Accountability
• Consistency
• Record integrity
• Public confidence

Compliance decisions are based on available evidence and the circumstances of each case.

Approved workshops are expected to:

• publish truthful and accurate records;
• maintain appropriate insurance;
• ensure information remains up to date;
• only publish work genuinely completed by that workshop;
• accurately record mileage where known;
• comply with applicable laws and regulations;
• cooperate with reasonable verification requests;
• respond to compliance enquiries within a reasonable timeframe;
• safeguard customer information;
• maintain professional standards appropriate to the services they provide.

Workshops should:

• act honestly;
• communicate professionally;
• avoid misleading representations;
• accurately describe qualifications and services;
• avoid conduct likely to damage confidence in the Register.

NVSR does not regulate day-to-day commercial relationships between workshops and customers, but may consider relevant information where it affects the integrity of the Register.

NVSR accepts reports concerning participating workshops. Complaints may relate to matters including:

• inaccurate service records;
• misleading information;
• suspected fraudulent entries;
• misuse of verification status;
• unauthorised publication of records;
• identity concerns;
• repeated record inaccuracies;
• misuse of customer information;
• conduct that may undermine confidence in the Register.

NVSR does not determine private contractual disputes between workshops and customers unless they relate directly to information published through the Register or compliance with NVSR standards.

A workshop may become subject to a compliance review where NVSR receives:

• credible complaints;
• evidence of inaccurate records;
• evidence suggesting false information has been published;
• concerns identified during routine verification;
• reports from regulatory or enforcement bodies where relevant;
• repeated failures to comply with published standards;
• other information reasonably indicating that further review is appropriate.

Opening a compliance review does not imply wrongdoing.

Where appropriate, NVSR will normally:

• Record the concern.
• Carry out an initial assessment.
• Request information from the workshop where appropriate.
• Review available evidence.
• Consider the workshop’s response.
• Reach a decision.
• Record the outcome.
• Notify the workshop.

The precise process may vary depending on the seriousness or urgency of the matter.

Following a review, NVSR may:

• take no further action;
• provide guidance;
• request corrections to published records;
• require additional evidence;
• require updated verification documents;
• issue a formal warning;
• place the workshop under enhanced monitoring;
• temporarily restrict publication of new records;
• temporarily suspend verification;
• withdraw verification;
• permanently remove access to the Register where justified.

Any action taken will seek to be proportionate to the circumstances.

In exceptional circumstances, NVSR may temporarily restrict access to the Register before a full review has concluded where there is reason to believe that immediate action is necessary to protect:

• the integrity of the Register;
• the security of the platform;
• users of the service;
• the accuracy of published records;
• compliance with legal obligations.

Such action is precautionary and does not represent a final finding.

Examples of conduct that may lead to enforcement action include:

• knowingly publishing false service records;
• repeatedly publishing materially inaccurate information;
• falsifying mileage information;
• falsely claiming work has been completed;
• submitting forged or altered evidence;
• misuse of NVSR verification status;
• impersonating another business;
• unauthorised access attempts;
• misuse of customer information;
• failure to maintain required verification information;
• providing false verification documentation;
• serious or repeated breaches of this Policy;
• conduct likely to undermine confidence in the Register.

This list is not exhaustive.

Verification indicates that a workshop has successfully completed the NVSR verification process at the relevant time.

Verification is not a guarantee of workmanship, future performance or customer satisfaction.

Where verification is suspended or withdrawn, NVSR may update the workshop’s public status accordingly.

Where concerns relate to published vehicle records, NVSR may:

• request supporting evidence;
• restrict public visibility where appropriate;
• attach an administrative notice;
• record that a matter is under review;
• approve a corrected version;
• retain previous versions within the audit history.

NVSR will not ordinarily delete published records without a lawful basis or exceptional justification.

Workshops subject to review will normally have an opportunity to provide relevant information before a final decision is made, unless immediate action is reasonably necessary to protect the Register or comply with legal obligations.

A workshop may request a review of certain compliance or enforcement decisions. Appeals should:

• explain why the decision is believed to be incorrect;
• include any supporting evidence;
• be submitted using the NVSR Contact form under the appropriate category.

Appeals will be reviewed by an appropriately authorised person who was not solely responsible for the original decision where reasonably practicable.

NVSR may publish the current verification status of participating workshops.

NVSR will not normally publish confidential investigation material, personal information or internal compliance correspondence unless required by law.

Members of the public, workshops and other organisations may report concerns relating to workshops using the Contact form on the NVSR website.

Reports should include sufficient information to allow the matter to be assessed. Knowingly false or malicious reports may themselves be considered a misuse of the platform.

NVSR is an independent record management and verification platform. It is not:

• a court;
• a regulator;
• a law enforcement agency;
• an alternative dispute resolution body;
• a warranty provider.

Where appropriate, individuals may also need to contact regulators, insurers, trading standards, law enforcement or other competent authorities.

Questions regarding this Policy or compliance matters should be submitted through the Contact form on the NVSR website. Please select the relevant enquiry category, including:

• Workshop Compliance
• Complaint
• Report a Concern
• Workshop Verification
• Appeals

All enquiries are managed through the website’s secure contact system.

This Policy shall be governed by the laws of England and Wales.

When making enforcement decisions, NVSR will consider factors such as:

• the seriousness of the issue;
• whether the conduct appears intentional or accidental;
• whether the issue has been corrected promptly;
• any previous compliance history;
• the evidence available;
• the potential impact on vehicle owners and the integrity of the Register;
• the need to maintain public confidence in the Register.