The chairman of the Independent Motor Dealers Association (IMDA) has warned that there were “too many self-inflicted “needless obstacles” damaging trust in the motor sector.
“I believe it’s time for dealers, garages, fleet operators, and finance companies to unite and put the customer experience first, IMDA chairman Umesh Samani
Samani said the trade association was proud to have forged collaborations with partners that support the association and its dealers, delivering tangible benefits across the board.
“However, we still face unacceptable barriers — often introduced by our peers — that frustrate customers and erode confidence in the profession.
“Service history is a critical indicator of a vehicle’s value and reliability. Yet, with the shift from physical service books to digital platforms, many customers struggle to access accurate records.
“I’ve heard too many instances where dealers promise documented history — only for the buyer to discover none exists.
Samani also cited GDPR being used as a pretext to block vehicle information requests saying it was “simply unacceptable.”
“The data in question is not personal and should be shared freely. Owners — even those authorised — often face needless bureaucracy when seeking access to their own vehicle’s history.
And motor finance also came under scrutiny.
“Getting settlement statements or clearance letters from finance providers often delays transactions for weeks — even months.
“Dealers and customers alike suffer while vehicles remain in limbo. Such delays undermine not only sales momentum but also customer satisfaction,” he said:
“Dealers, garages, fleet operators, and finance companies: we must collaborate, not obstruct.
“We owe it to our customers to streamline processes, share legitimate vehicle data, and accelerate finance clearances. If we don’t call out what’s broken, we cannot expect meaningful change,” he said.