Aftermarket July/August 2024

The voice of the independent garage sector QUALITY PARTS TO KEEP YOU MOVING Discover the complete range July/August 2024 22 Spotlight Auto sector’s poll agenda 32 On the road ‘Magic’ of the supply chain 54Business Staying right side of the law


Editorial 3 JUNE 2024 Editor John Shepherd +44 (0) 1732 370 345 Head of Sales Angela Lyus +44 (0) 7823 736 629 Managing Director Ryan Fuller Operations Manager Emma Godden-Wood Marketing Manager Hope Jepson Production Design Anthony Wiffen Finance Department +44 (0) 1732 370 340 Chief Executive Ian Atkinson Contributors Bill Fennell | Jonathan Barrett Sophie Wahba | Kerrie Richards Martin Pinnell-Brown | David Banks Published by DFA Media Group 192 High Street Tonbridge Kent TN9 1BE +44 (0)1732 370340 ISSN 2516-9149 Aftermarket is published 10 times a year and is sent free of charge to applicants meeting the publisher’s criteria. All others may subscribe at £60 per anum, £120 Europe and £150 rest of the world. While every care is taken to provide accurate information, the publisher cannot accept responsibility for any errors or ommisions, no matter how caused. All rights reserved. No part of the publication may be reproduced or transmitted in any form or by any means without prior consent of the publisher. The views of contributors do not necessarily represent the views of the publisher. Copyright: DFA Aftermarket Media Ltd 2024. Average net circulation July 2022 to June 2023 17,274 ‘Silly season’ in the shade as summer gets serious The longest day of the year is already behind us and summer is officially here. The UK is also heading into the ‘silly season’ — a label often used at this time of the year, particularly by the media. Journalists, particularly those working in the national press, often turn their attention in these summer months to frivolous stories to make up for a lack of ‘hard news’. Why? Well with institutions such as parliament in recess, reduced sittings in a number of courts and many major publicly traded companies taking a break from reporting, the daily diet of news to feed a hungry media is reduced. However, anyone who thought the country as a whole might be navigating a gentle incline into the lazy, hazy days of summer, had a shock when the general election was called. Suddenly, the longed-for sunshine skies of summer had to make way for heavy political weather, with newspapers and broadcasters assailing us with the political twists and turns of political campaigns. The silly season was officially delayed. As this issue was being sent to press — to ensure the print edition is out for those of you who might consider packing it into your luggage as some essential beach/poolside reading — election news was reaching fever pitch. Ahead of the poll, our Spotlight feature takes a look at the results of a fascinating survey, which highlights some key industry concerns that will face whoever forms the next government. We also hear the key ‘asks’ that a top CEO has for the next transport secretary. In our business section, we get expert comment on what the arrival of Consumer Duty means for automotive professionals. We also get a legal perspective on recent and expected legislative developments in the constantly evolving area of employment law and the impact on the workplace. Also, find out what happened when I was given an exclusive behindthe-scenes tour of a 1 million sq ft distribution hub in Staffordshire that is a vital link in the aftermarket supply chain serving thousands of UK garages every week. You will all know of the company behind this amazing operation, but you have to turn to page 32 for all to be revealed. And just to check that you really do read this introduction… this is your chance to tell me more about you and your business. Please email me if you would like me to visit your garage and find out more about what makes your operation tick. You and your team could be featured in a future edition of the magazine. I’m also interested to hear whether any of your garages/depots have a workplace mascot. It might be an animal or object that has been adopted by the team to help the working day go with a smile and, while having an animal might not be suitable for every business, I hear on the grapevine there are some unsung and unusual mascots out there, so get in touch and tell me more! Meanwhile, enjoy this special summer double issue. Our next edition will be out in time for the start of September and will include an umissable preview of The Aftermarket Event. John Shepherd Editor

News 4 JULY/AUGUST 2024 Contents 8 Headliners Latest industry news 8 The Aftermarket Event 16 Insight 19 22Spotlight Auto industry hopes and concerns facing 22-23 the next government 20Event review Our round-up of the UK Garage and 20-21 Bodyshop show

News 5 JULY/AUGUST 2024 Oils & lubes 24 Products focus 30 On the road 32 Garage equipment 36 Cooling 42 Brakes 46 Technical 51 24 Latest industry appointments 57 TeaBreak 58 Consumer Duty impact 52 Law in the workplace 54 Training 56 52 57 Features One the move Business Subscribe to

Advertisement feature 6 JULY/AUGUST 2024 TPS expands its Quantum range with new oil product TPS, the Volkswagen Group Genuine Parts provider to the independent motor trade, has launched a new oil into its Quantum range. The Quantum Synta RN 5W-30 oil is now available and with ACEA C2/C3, API SP, Renault RN17, PSA B71 2290 and MB 229.52/226.52 oil specifications, it’s suitable for use across a wide range of vehicles including Citroen, Renault and Mercedes models. It’s the first in a trio of new oil products to be launched in the next 12 months. Dave Smith, Volkswagen Aftersales Product Manager for Fluids and Lubricants said: “The Quantum Synta RN 5W-30 brings the total number of oils to 17, and with two more to follow making it 19 in total, it’s our widest range of Quantum oils ever available. Comprehensive range “As part of the current Quantum oil range, the LongLife, Platinum, Ultra and Synta oil sub-brands all provide a choice of options suitable for both petrol and diesel cars and for vehicles with long service intervals and specific engine requirements. “With such a comprehensive range of products comes the reassurance for customers that whatever the requirements of their vehicle fleet and servicing needs, TPS will have an oil option for them.” The Quantum Platinum Plus RN 0W20, the latest Quantum Platinum Plus oil, is the next to arrive at the end of the year. It’s a new oil designed for more modern, economical engines and with ACEA C5, API SN and Renault RN17 FE oil specifications, it can be used in various BMW, Mercedes Benz, Jaguar Land Rover and Volvo models. The final oil to launch is the Quantum Ultra PSA 0W-20 and will be first available to garages in the early part of 2025. It has ACEA C5, API SP and PSA B71 oil specifications and as with all the 0W-20 oils helps play a significant role in reducing emissions by ensuring the engine operates more efficiently. Each and every Quantum oil product is manufactured to the highest quality and designed to operate under the toughest conditions. With the ever-expanding choice of oils in the range, Quantum Oil now has 96% coverage for the UK car parc and holds approvals and recommendations for use in a variety of modern vehicles, including hybrids, and across a range of manufacturers. Recyclable packaging As well as great choice and quality, the Quantum oils are also available in some fantastic storage options. The 208 litre Quantum oil barrels, available across the range including Platinum Plus, Longlife III, Longlife IV, Synta and Ultra products, are a very cost-effective choice as they hold an extra 9 litres per barrel compared to the standard 199 litre barrels available in the market. As well as Quantum oil barrels, there are also further pack options to support all sizes and needs of a workshop. The 1L, 5L and 20L pack sizes are all available in Cube form - a single-use, recyclable packaging system, offering both reduced disposal costs for customers and a reduced impact on the environment. The Cube is constructed from a strong, durable, splash-proof cardboard outer containing a product filled plastic inner, all 100% recyclable and with built-in handles for easy operation. Once empty, the cardboard outer can be flat packed and placed with the normal recycling waste. With a reduction in plastic usage and savings on disposal costs, it’s the perfect solution to benefit both the pocket and the planet. The Quantum oils range is available from your local TPS Centre. For further information click here The Cube is constructed from a strong, durable, splash-proof cardboard outer New oil is designed for more modern, economical engines

*Wash inner plastic prior to disposal ^Figure based on FUCHS 5L Lube Cube compared with traditional 5L plastic containers Discover the full range at: The Quantum ‘lube’ Cube is a single-use, 100% recyclable packaging system. It’s convenient, cost-effective and sustainable. And its flat pack construction offers a significant reduction in waste storage space. MORE THAN JUST A CARDBOARD BOX 100% 60% 96% Recyclable packaging* Increase in pallet volume^ Reduction in disposal costs* Up to 5 deliveries a day Open until 1pm on a Saturday

News 8 July/August 2024 In association with Elring Parts has joined the Independent Automotive Aftermarket Federation. The parts supplier and manufacturer, with more than 140 years of OE sealing expertise, said it is dedicated to expanding its range. Mark Ventre, sales and operations manager for the UK, Eire and Iceland, said joining the IAAF would enable the firm to better advocate for the interests of independent automotive businesses, networking and keeping up with latest industry developments and regulations. DENSO has released two new instructional videos to help technicians diagnose air conditioning system problems. The online videos focus on the compressor, one of the most important components within the AC system, because problems with this key part can have severe consequences elsewhere in the system, DENSO said. After a practical overview of how to diagnose the problem, the first video focuses on how to correctly and efficiently check the condition of the faulty compressor and to carry out the correct repair procedure. The second video addresses the need to ensure the correct level of oil is present in the new compressor for the AC system to perform at its best. New DENSO videos focus on ACs for technicians Schaeffler has helped put an ambulance operated by a community first responder (CFR) charity based in Walsall, in the West Midlands, back on the road. The Schaeffler team sourced the replacement clutch system the vehicle needed and arranged for a local garage to fit the kit free of charge. The charity made an appeal for help in finding a suitable replacement clutch on Facebook. The post was seen by Mark Dolloway, MD at Schaeffler Automotive Aftermarket (UK). Then David Green volunteered for his garage, DG Automotive, to fit the clutch. Fastaid Walsall fields a team of CFR volunteer paramedics who are called out by the West Midlands Ambulance Service if they are able to respond to a life-threatening situation faster than a regular ambulance crew. 6FKDHᎱHU WR WKH UHVFXH From left: Derek Chebsey, CFR, Fastaid Walsall, Mark Dolloway, David Green, Nicky Chahal, CFR, Fastaid Walsall. Shortis boosts Supertracker Elring Parts joins IAAF The Shortis Group independent chains of family-owned motorists’ stores — serving Yorkshire and Lincolnshire with their Wilco Motosave Centres and East Anglia with Fast-Fast — have upgraded many of their Supertracker laser wheel alignment systems. Shortis said they have introduced the latest computerised 6-sensor wheel alignment systems from the Straightsetowned Supertracker. Wilco Motosave and Fast-Fit, have been using Supertracker wheel alignment systems across their network of sites for many years.

News 9 July/August 2024 In association with 6NLOOV JDS ૻVWLᎯLQJૼ SRWHQWLDO RI JDUDJHV *6) ERVV ZDUQV The ongoing skills gap in the UK’s automotive sector is an “artificial straitjacket” around UK independent garages that is stifling potential and increasing costs for motorists, the CEO of GSF Car Parts has warned. Steve Horne (pictured) said whoever forms the next government needs to tackle the skills deficit urgently. Horne, speaking on June 13 ahead of GSF’s TechFest Garage Technology Festival in Wembley, said: “The skills gap currently facing the sector is a huge ticking timebomb — and it only seems to be getting wider and wider. This is incredibly painful for garages that are successfully winning work and looking to grow.” GSF is recruiting heavily and adding a huge range of skilled jobs, but finding people is a real challenge for the sector, he said. Horne’s warning came just weeks after analysis published by the Institute of the Motor Industry showed vacancies in the automotive aftermarket remain stubbornly high at 23,000. “As a company, we want to grow too,” Horne said. “We have invested millions in scaling our business and driving growth, but our success depends on our customers being able to thrive. And for that, they need skilled technicians in big numbers.” Aftermarket reported last month that GSF will open a new 500,000 sq ft national distribution centre in Wolverhampton to “rapidly awaken the sleeping giant of the UK aftermarket”. “We need to direct more young people to the sector, give the industry a name as an ideal career destination, whilst opening more routes for young people,” Horne said. “The independent garage sector has been in the shadows too long. There are exceptional people working in skilled roles on incredibly complex vehicle technologies. The public’s perception may be of people twirling spanners, but technicians need a raft of skills to deal with today’s cars.” Meanwhile Ambi Singh, CEO of Easy2Recruit — a recruitment agency that helps UK garages and automotive businesses hire from overseas — revealed he had written to Home Secretary James Cleverley asking for vehicle technicians, mechanics and electricians to be added to the UK Shortage Occupation List, which allows employers to hire and sponsor overseas workers with the required skills under more favourable criteria than other jobs. Singh said: “This shortage poses a direct threat to the UK’s automotive industry’s ability to innovate and compete on a global stage.” Emissions Legend: Comfort Safety Vacuum Pump Throttle Body ABS Control Unit Voltage Reducer Fuel Pump Relay Knock Sensor Oil Level Sensor Oil Pressure Switch Throttle Position Sensor Glow Plug Temperature Switch Ignition Module Spark Plug Ignition Coil Coolant Thermostat Air Mass Sensor MAP Sensor Idle Speed Control Washer Pump EGR Valve Circulating Pump Air Quality Sensor Temperature Sensor Exhaust Gas Pressure Sensor Rain-Light-Sensor Steering Angle Sensor Speed Sensor Fuel Pump Trailer Tow Module Radar High Temperature Sensor Intelligent Battery Sensor (IBS) Central Locking Handsender Park Distance Control Tire Pressure Monitoring Sensor Wash-wipe Control Unit Central Locking Wheel Speed Sensor Oxygen Sensor Flasher Unit Preglow Relay Mini Relay Central Electronics Module Accelerator Pedal Sensor Reverse Light Switch Stoplight / Clutch Pedal Switch OE EXPERTISE FOR THE AFTERMARKET ELECTRONICS AND ELECTRICS FROM HELLA The independent aftermarket particularly benefits from our long-standing original equipment expertise, because HELLA, with its comprehensive and innovative electronics product range, is one of the leading suppliers in this area. Countless automobile producers around the world place their trust in HELLA‘s quality products. Choose HELLA Electronics and Electrics for outstanding quality and reliability. PC Electronics Ad.indd 1 17/06/2024 15:05

News 10 July/August 2024 In association with Garage equipment and maintenance company Gemco has acquired the business and assets of Tecalemit Garage Equipment — which will now be trading as Tecalemit Workshop Equipment — for an undisclosed sum. Gemco confirmed the deal on June 18, noting that Tecalemit has been a long-term provider of garage equipment, diagnostic tools, and services in the UK since 1922. The history and values of Tecalemit are synonymous with the brands sold within Gemco’s parent company, Nexion, the company said. Nexion is a leading worldwide automotive company that designs, develops, and produces technologies for the automotive maintenance and repair sector. These brands include Bradbury, Bright, Mondolfo and Sherpa. UK urged to overhaul laws on tyre recycling Britain will be the environmental sick man of Europe if waste regulations are not updated to ensure the correct management and disposal of end-of-life tyres, the UK’s Tyre Recovery Association (TRA) has warned. The TRA has revealed that legislation passed by the European Union earlier this year paved the way for a tightening of exports of waste materials from member nations of the bloc. However, the EU’s move has left Britain with the unenviable reputation as the only major European nation legally able to export baled end-of-life tyres to countries like India, the TRA said. The TRA said the issue will be a key topic for discussion as its annual conference in September — when the association will call for updated national regulations to avert the potential “imminent demise of the UK’S domestic tyre recycling industry”. End-of-life waste tyres were one of the items specifically referenced in the EU’s updated Waste Shipment Regulation — under which waste cannot be sent to non-OECD countries unless the country concerned is willing to import it. The countries must also demonstrate the environmentally sound management of waste through auditing by independent bodies and monitoring by the European Commission. Figures recently released by India’s Automotive Tyre Manufacturers’ Association showed that India imported around 800,000 tonnes of scrapped tyres between April and November 2023. The UK and EU member nations were the majority contributors, according to the TRA. “In updating its regulations, the EU recognises that safe and efficient shipments of waste are key for a circular economy.” Now the TRA and other professional recyclers fear that with waste exports to common destinations in Asia banned, “irresponsible British operators and exporters are the likely receptacles for those negligent European operators looking to dump their product abroad”. The TRA said it wrote to the government at the end of last February, saying it was time for the UK to acknowledge that “far from tackling this environmental assault, current policies enable some UK operators to facilitate serious environmental harm”. Peter Taylor, TRA secretary general, said: “Without the necessary policy update Britain will shortly be the environmental sick man of Europe, home to unscrupulous operators taking malign advantage of the EU’s tighter rules. Britain is set to be the only European nation exporting environmental waste beyond its shores without proper scrutiny or oversight. “Ministers have been sitting on their hands for too long, this must stop. The steps are simple and inexpensive. Four years ago, this was acknowledged with the commitment to end the T8 exemption, yet still we wait for that legislation. “Now we see the European Union taking decisive action and, rather than recognising the benefits from aligning with that regulatory approach, our government refuses to engage.” The TRA said in April that the UK has at least 150,000 tonnes of licensed idle domestic recycling capacity of its own, but the business case for maintaining it was being undermined by “political lethargy”. Gemco acquires Tecalemit UK has at least 150,000 tonnes of licensed idle domestic recycling capacity of its own, according to the TRA

News 11 July/August 2024 In association with Lead acid battery giant Banner said the market for its products is set for continued growth over the next decade — with a healthy aftermarket future ahead for the group’s UK operations. Banner GB country manager Lee Quinney issued the upbeat forecast for the stalwart battery technology on June 14, as the Austria-headquartered group reported a turnover of €302 million (£255m) for the past financial year. The group said it sold four million starter and on-board batteries in the year up to March 31, 2024, confirming its place as one of Europe’s leading manufacturers of batteries and battery accessories. In relation to the future of lead acid batteries specifically, Banner is predicting market growth of around 2% annually over the next 10 years. Quinney said: “The future for the UK aftermarket operation certainly looks a healthy one. “The last financial year saw Banner in the UK continue to achieve record growth in terms of sales and profitability, something we are looking to build on this year and beyond.” Quinney said overall demand from the automotive sector continues to be buoyant, while sales in the commercial vehicle, leisure and bike sectors are also expected to exceed forecasts, which he attributed to the quality of products and strength of the brand at OE level, plus “unprecedented levels of product availability”. However, Banner acknowledged that sales were around 1% lower than the record figures achieved in the previous financial year. Group commercial CEO Andreas Bawart said the outlook for the lead battery market remained positive, despite challenges linked to the ongoing energy crisis, the war in Ukraine and increased competition from Asian manufacturers. And he said the “initial euphoria for electric cars has subsided and a certain disillusionment has set in”. Many first-time buyers of EVs are realising that promised ranges are not being achieved and that public charging facilities are still inadequate, Bawart said. Meanwhile, Banner is looking to invest in training and personal development and will launch a new training workshop by the end of this year to support the group’s ‘Apprenticeships from 15’ programme. Banner bullish on lead battery growth, ‘healthy UK aftermarket’ TURBOCHARGERS – RECONDITIONED, EFFICIENT AND POWERFUL

News 12 July/August 2024 In association with GSF to open national distribution centre GSF Car Parts has confirmed it is set to open a 500,000 sq ft national distribution centre in Wolverhampton. The milestone development, announced on May 21, comes after GSF’s acquisition last October by private equity firm Epiris. CEO of GSF, Steve Horne, said the new facility is part of moves to “rapidly awaken the sleeping giant of the UK aftermarket”. The facility, whose mezzanine floor can be expanded to 750,000 sq ft, brings together office space, advanced logistics capabilities, a dock and eightlevel access loading doors, plus parking for nearly 700 cars and HGVs combined. A GSF spokesperson told Aftermarket the facility is expected to come on stream in the fourth quarter of this year. The announcement came off the back of a period of rapid growth for the car parts distributor, which now has more than 185 branches and 3,000 team members across the country. GSF executive chairman Sukhpal Ahluwalia said: “From the first day, we knew that we needed a new national distribution centre to support our ambitious growth plans. “Less than a year after acquiring GSF Car Parts, we have got that done. The speed with which we have managed to complete this important step is validation of the amazing team that we have at GSF.” Meanwhile, GSF announced a 30% year-to-date increase in sales of automotive exhausts compared to 2023 — telling Aftermarket the surge reflected the increasing popularity of its A2A brand. A2A is manufactured exclusively by a leading OEM/OES provider. A GSF spokesperson said the record increase highlighted the company’s tracking of growth in the market, as opposed to a general perception that the auto exhaust sector is declining. In addition to enhancing automotive parts, GSF said its investment in staff training and increased delivery frequencies is underpinning business growth. Lead battery giant GS Yuasa has launched a fresh campaign to boost the brand’s presence in the automotive, fire and security and UPS markets. Yuasa, whose European HQ is in Swindon, announced on June 3 an update of its ‘upgrade to Yuasa’ campaign that was first rolled out in 2021. The campaign targets several industry sectors in addition to trade customers and automotive distributors and technicians. GS Yuasa Battery Europe moved to the 178,500 sq ft Swindon facility from the group’s factory in Wales last year. The company oversees the group’s six European companies and Yuasa said the move was designed to strengthen finance, supply chain and IT operations across the continent in support of the group’s ambitions to increase its market share in all markets and regions. James Douglas, European group marketing manager at GS Yuasa Battery Europe, said the company is set on solidifying and expanding the brand’s presence throughout Europe, targeting new customers and partnerships that enable mutual growth in the battery business. “Opting for a Yuasa battery, or choosing GS Yuasa as your partner, represents an upgrade in every sense — enhancing product performance, service quality, and business outcomes,” Douglas said. GS Yuasa in fresh push to expand battery brand

News 13 July/August 2024 In association with Aftermarket emission systems manufacturer Klarius has been named as a finalist for Staffordshire Chambers of Commerce 2024 employer of the year award. Klarius is one of three finalists in the category. The company said its recognition highlights the firm’s commitment to employee development and its impressive retention rates. The Staffordshire Chambers of Commerce noted that the company’s average retention rate stands at eight years, which it said is double the UK national average. Some 20% of the Klarius workforce is made up of employees who have been with the company for more than 20 years. Key training and development initiatives include promoting employees from the shop floor to management roles and a robust apprenticeship programme, Klarius said. This has helped 4.5% of staff pursue apprenticeships at foundational level, with another 1.3% working toward degree-level apprenticeships. Sarah Ratchford, head of HR, said: “Being recognised as a finalist for the employer of the year award is a testament to the hard work and dedication of our team. Our focus on employee development and well-being is at the heart of everything we do.” The winner of the award was due to be announced on July 4. For peace of mind always use a Garage Equipment Association member. GEA accredited engineers work to an industry code of conduct. Your assurance their skills and knowledge have been independently assessed. IS YOUR EQUIPMENT ENGINEER GEA ACCREDITED? Ask your engineer for his accreditation card ! The Upholders of Industry standards since 1945 The Garage Equipment Association GEA ACCREDITED ENGINEER Name Company Discipline Exp Date ID Number XX123456 XX123456 XX123456 XX123456 XX123456 Delphi Academy launches hydrogen training course Delphi Academy has announced the launch of a course aimed at shaping the future of hydrogen training across the industry. The advanced training course, unveiled on May 30, has been developed using Delphi’s extensive fuel system experience, knowledge of hydrogen internal combustion and deep understanding of the UK aftermarket. Delphi said the initiative is available as progression training for its wellestablished IMI-accredited hydrogen awareness course. Technical trainer David Guilfoyle said: “Hydrogen technology is still emerging. Our engineering teams have been pivotal in helping the industry establish benchmarks for hydrogen training.” Guilfoyle said the two-day course goes far beyond the basics and provides participants with an education as part of a new era of hydrogen internal combustion vehicles and offers a deeper understanding on the principles of hydrogen fuel cell and hydrogen internal combustion operation. ‘Hot topic’ Practical tasks on Delphi’s hydrogen powertrain rig include changing injector seals, which involves a special hydrogen purging process. Delphi UK technical services manager Luke Garratt said: “Hydrogen technology is a hot topic, yet there’s a lack of deep understanding about its role within the automotive sector, especially when compared to other renewable fuels. “The key lies in identifying the appropriate fuel for each application and possessing the expertise and resources to maintain that technology.” The first delegate to complete and pass the advanced hydrogen training was Neil Fryer, VP and GM for the global aftermarket at Phinia. Klarius named ᎮQDOLVW IRU employer award Neil Fryer (left) and David Guilfoyle

News 14 July/August 2024 In association with Hawes awarded OBE for services to auto industry SMMT chief executive Mike Hawes has been awarded an Officer of the Order of the British Empire (OBE) for services to the automotive industry in the king’s birthday honours list. Hawes joined SMMT as CEO in 2013 after a number of years in the automotive sector in the UK and overseas. He started his career in the road transport research sector in 1990 and joined SMMT from Bentley Motors, where he held director positions with responsibility for global communications, government affairs and corporate social responsibility. Prior to that, he held senior government and corporate affairs positions at Toyota, both in the UK and Europe. SMMT said on June 14 that Hawes has sought to ensure the country is one of the best places in the world for the automotive industry to do business. Influential Over more than a decade, he has led the industry through a period of technological, structural and geopolitical change, working tirelessly to ensure the UK sector’s global competitiveness and reputation are enhanced, SMMT said. One of the biggest challenges facing the sector is the need to attract new talent. SMMT said Hawes was an influential advocate in the creation and work of Mission Automotive, which places ex-service personnel in jobs across the sector, signed SMMT to the Armed Forces Covenant and saw the organisation receive a gold award under the Defence Employer Recognition Scheme — the first trade association to be recognised in this way. Hawes also plays a key role in the Automotive Council — a partnership formed in 2009 to foster collaboration between government and the automotive industry. And as a main board member and chair of the UK Competitiveness and Business Environment working group, Hawes has driven work to enhance the UK’s attractiveness and delivered the UK’s first Automotive Diversity Charter, which counts every major UK-based automotive manufacturer as a signatory, SMMT said. ‘Talented team’ Hawes said he shared his honour “with a dedicated and talented team at SMMT and a UK industry which wants to be the best. “The past few years have been anything but smooth, but the UK sector has proven itself resilient, adaptable and, as ever, incredibly innovative. This recognition reinforces the importance of the industry and SMMT itself.” Mick Flanagan, SMMT president and Adient VP, said: “Mike has devoted his career to our sector, promoting our interests, defending us when necessary and always seeking to create the conditions that would see the UK industry compete at home and abroad.” Aftermarket reported last month that the SMMT group had won a golden endorsement as one of Britain’s top workplaces. The group, including SMMT, Industry Forum and The Motor Ombudsman organisation secured gold accreditation from Investors in People. The gold accolade, which is achieved by just 17% of organisations seeking IIP accreditation, was awarded in recognition of advanced levels of organisational leadership, with an emphasis on transparency, recognition, wellbeing and empowerment to encourage innovation and collaborative working. Mike Hawes, OBE. Photo: SMMT Professional Additives

News 15 July/August 2024 In association with Register now to join us for The Aftermarket Event There is still time to join your fellow industry peers for The Aftermarket Event at Farnborough International — a unique, two-day live event, dedicated to the UK garage sector. Farnborough has always been the nation’s go-to destination for the pioneers of today and the future and YOU can be part of this exciting event, on October 2-3, which will translate the unmissable mix of information, technology and skills seen across all the aftermarket platforms into a mustattend happening for everyone working in and around the garage trade. The Aftermarket Event will feature an exhibition, interactive workshops, informative seminars, comprehensive training and more, with exhibitors from across the sector offering a fresh window on our vibrant industry. LKQ Euro Car Parts CEO Kevan Wooden will deliver the keynote address on the opening day of the event. The first day will also include an update on the independent garage sector by the IGA’s Jonathan Douglass. Castrol & The Race Group’s, Dan Bridges and Dave Roberts will take the audience through ‘Understanding the right oil for your workshop and the challenges of belts & DPFs’ including the basics of understanding oil, the importance of fitting the right oil and OEM approvals. Day 2 promises highpowered panel discussions on the subjects of ‘Healthy Retention in the Aftermarket’, featuring Jennifer Webb, Director of HR Vitals, Ellen Plumer, Head of Outreach at Ben and Ambi Singh CEO of Easy 2 Recruit and ‘Mixed business? Are EVs still THE future?’ with Andy Crook and Peter Melville Technical Director at HEVRA ‘The evolving shape of the Aftermarket’ with speakers from Delphi and LKQ Euro Car Parts. The Event aims to tackling key questions across the sector such as: O With an ongoing skills crisis, it makes good business sense to look after the staff you have, but how do you do that? O What will workshops need to do over the coming years in order to stay relevant and profitable? O With the 2030 ICE ban rolled back to 2035, are EVs still set to be the future of motoring? Could today’s mixture of drivetrains become the format for the future? Castrol & The Race Group are the event’s Headline Sponsor — with Distrigo Parts Distribution as a Registration Sponsor. With further backing from major sector organisations including the GEA, IGA, RMI Standards and Certification, HEVRA and the British Compressed Air Society (BCAS), support for this industry-leading event is growing exponentially. Media Partners include Car Mechanics, Auto Repair Focus, Hydraulics & Pneumatics, Plant & Works Engineering and Aftermarket magazine. Major names confirmed include LKQ Euro Car Parts, Castrol & The Race Group, Distrigo Parts Distribution, Delphi, Hella Guttman, Absolute Alignment, Ben, Autel, A1 ADAS Solutions, TOPDON, JLM Lubricants UK, MOTUL, HR Vitals, Garage Vitals, EINTAC, AJD Tools, Think Car and Pro-moto. EINTAC said: “We are delighted to be exhibiting. This year has been an extremely important one for us as we have revised our product line-up and overhauled our extremely popular Electric Vehicle Tool Kits to offer our customers higher quality, lower prices and more options. Alongside brand-new products and industry leading training courses, we are excited to be able to debut this new and improved EINTAC range at The Aftermarket Event later this year.” The event will be colocated with another show, Safety, Health & Wellbeing Live, meaning The Aftermarket Event visitors can also learn more about workplace safety and occupational health. To join us at The Aftermarket Event as a visitor or to become an exhibitor, contact Ryan Fuller ryan.fuller@dfamedia. +44(0)1732 370340. REGISTER NOW


Fault finding demonstrations on live vehicles Live audience Industry updates New tools, equipment & software Find out more about the Top Technician competition Hear from and network with industry experts Live panel discussions and seminars covering major issues and developing market trends Health, Safety & Wellbeing Content in association with Ben - The Automotive Industry Charity. Discover ways to level-up your business Ask our speakers and panels your own questions Ryan Fuller Managing Director T: +44 (0) 1732 370340 E:

News 18 July/August 2024 In association with ETB Wholesale is ramping up investment to position the firm as one of the biggest regional players in the sector — including a sales deal with Indian multinational tyre manufacturing company Ceat. The company said new tyre partnerships is part of its business drive along with promotions and a boost in its online presence. An ETB spokesperson told Aftermarket on June 10 financial details of the Ceat agreement are not being disclosed. However, ETB said the deal allows for a four-tiered tyre proposition for customers, with the super-budget, economy, mid-range and premium ranges all catered for. In addition, sell-out promotions are being introduced for the first time, while the business’ online presence is being boosted. ‘Compelling’ Sales director Paul Carter said sales have been extremely positive during quarter one and the firm has generated a lot of momentum. “We’ve achieved a great deal in a short space of time and thanks to the assets we’re bringing into the business, we’re extremely excited about our potential to become an even more compelling player in the wholesale sector.” ETB already has a huge selection of tyres to its name and is a leading operator in the Midlands, Wales, southwest England and Cornwall, stocking brands including Bridgestone, Davanti, Landsail and Ceat. The company operates from regional tyre distribution centres in Bridgend, Chepstow, Exeter, Plymouth, St Austell and Worcester, with a ‘rapid response’ on-demand service in selected areas. ETB Wholesale rolls out Ceat deal as business ramps up The National Franchised Dealer Association has unveiled seven key ‘asks’ of the next government to support the automotive retail industry. A call to overhaul the “flawed apprenticeship levy” is among requests contained in the NFDA’s election manifesto. The other six ‘asks’ in the manifesto, unveiled on June 4, are restimulating the private EV market, mandated annual public chargepoint targets, outlining a “clear plan for future road pricing”, removing what the NFDS said are unfair regulations for heavier, electric vans, increasing HGV MOT capacity by introducing delegated testing and reducing business rates. NFDA chief executive Sue Robinson said automotive retailers employ 78% of the 758,000 working in the sector, which sees a turnover of around £100 billion. “Our manifesto recognises the transformative changes sweeping through our sector as the UK transitions towards the electrification of its parc, whilst addressing core challenges such as the ongoing skills shortage.” “The next few years will be crucial for our industry, and it is essential that the next government works with the sector and offers robust support on these key issues,” Robinson said. 6FKDHᎱHUૼV call for garage video stars Schaeffler is urging garages to step into the spotlight and take part in a new series of videos highlighting the benefits of apprenticeships. The first of its REPXPERT ‘wrenches and wisdom’ series of videos, filming of which is scheduled to start in the autumn, aims to reflect real-life stories and experiences. The initial series of videos will tour UK workshops, reflecting on the journeys of those who have made a successful career in the garage industry and seeking valuable insights on how to best attract fresh talent. Schaeffler Automotive Aftermarket UK sales and marketing director, Matthew Selby, said yesterday: “We are calling on garages to register their interest in participating and sharing their unique perspectives. “It’s a fantastic opportunity to showcase your personal journey into the trade… or to offer innovative ideas on how to engage and inspire the next generation of automotive technicians.” Aftermarket reported in May that Schaeffler had hailed its first national REPXPERT conference for UK garages as a success. More than 200 attended Coventry’s Manufacturing Training Centre for the event, which was designed to capitalise on the company’s regional REPXPERT Academy Live events. NFDA in pre-election call WR RYHUKDXO ૻᎯDZHG OHY\ૼ

One of the fundamentals of businesses managing the effective resolution of complaints from customers, should they arise, is to have a set process embedded within their company policy to help address disputes in a fair, timely, and consistent manner, thus providing consumers with visibility as to how their complaint will be handled. Having a structured response framework in place is one of the key guidelines laid down by TMO’s longestablished Service and Repair Code, which thousands of garages across the UK today are accredited to. It is always advisable for an organisation to put time and resource aside to resolve an issue directly with a customer in the first instance, prior to seeking third party assistance from an alternative dispute resolution (ADR) provider, such as TMO. This is to give the best chance of safeguarding open and constructive dialogue with the customer and maintaining a positive relationship in the long run. Taking proactive steps to bring a dispute to a close to the satisfaction of a consumer may equally help offset the chance of negative reviews appearing on public-facing online platforms, which could compromise the business’s reputation. When using an ADR provider such as TMO, a business has up to eight weeks from when a consumer first lodges a complaint, to provide a formal response in writing once it has passed through internal procedures. In fact, this does not prevent an outcome being offered much sooner, should circumstances allow. It is only once a consumer has given a business a chance to have their say that they can then approach an ADR body for help, rather than vice versa. For businesses who do not provide the opportunity for ADR for their customers, the provision of a response may be subject to different timescales. There are critical elements that should be incorporated into a business’s customer complaints handling process to make it both streamlined, receptive, and efficient — see checklist. Despite concerted efforts on both sides, there are of course no guarantees that an internal complaints handling process will deliver a mutually agreeable solution. However, it is important to demonstrate to a customer that protocol has been followed, and that all possible avenues have been exhausted internally. This shows that a business values the customer, whilst demonstrating high standards of care and service. Visit www.TheMotorOmbudsman. org/join for more information about accreditation to TMO’s Service and Repair Code. Taking proactive steps to bring a dispute to a close to a consumer’s satisfaction may help offset the chance of negative reviews Have the resolve to resolve O Have dedicated point of contacts responsible for managing and resolving complaints who are ideally trained or experienced in this area; O Be clear about how complaints can be submitted by consumers and ensure that any processes are user-friendly from beginning to end — and that reasonable adjustments are made, eg for those who may be considered vulnerable, or find the use of the English language difficult; O Maintain a written record of all communications, as verbal conversations are much more difficult to quantify should a complaint be passed to an ADR provider; O Keep the customer informed about the progress of their complaint; O Offer fair and practical solutions to the consumer’s issue(s); O Collect feedback from customers on the handling of their complaint, to help identify possible areas for improvement, and to use disputes as a constructive learning opportunity for staff feedback. Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, looks at the essentials of an effective and fair in-house customer complaints handling process to help bring disputes to a close, swiftly and fairly Insight 19 JULY/AUGUST 2024

News 20 July/August 2024 In association with Review — UK Garage & Bodyshop Event

News 21 July/August 2024 In association with Key show stats include: 100 hours of seminars, more than 120 exhibitors, 180 suppliers More than 5,000 industry professionals, mainly garage and workshop owners, technicians and bodyshop experts, attended the UK Garage & Bodyshop Event at the NEC Birmingham. UKGBS event director Joanne Knowles said the June event surpassed all expectations with a significant increase in attendance from the inaugural edition in 2022. Interactive exhibitions, live demonstrations and workshops were a feature of the event, plus more than 100 hours of seminars led by more than 80 industry experts. The event featured 120 exhibitors that combined to a total of 180 suppliers. Alongside the event the Independent Automotive Aftermarket Federation held the second edition of the Automechanika Birmingham Garage Awards. More than 25 new products were launched at UKGBS, highlighting advancements in service and repair products, diagnostics, and garage equipment. A key feature was the new Modern Garage, sponsored by LKQ Euro Car Parts, designed for business owners and managers to equip themselves with the tools, technology, and expertise to service and repair modern vehicles. LKQ also won the UKGBS Customer Engagement Award for the third year running — receiving £1,500 prize money which it donated to mental health charity, Ben. It’s a wrap — and what a show!

Spotlight 22 JULY/AUGUST 2024 Skills shortages and ZEV on ballot says dealers’ survey As Aftermarket went to press, the UK was just days away from the general election. This Spotlight feature highlights a pre-poll NFDA survey on its members’ priorities for the next government — and finds out key ‘asks’ of the new transport secretary from a leading industry CEO Skills shortages among technicians, apprentice technicians and bodyshop apprentices have emerged as among key priorities the automotive sector wants help from the next government to tackle, according to a survey conducted by the National Franchised Dealers Association. Dealerships were asked about areas of their business where they are currently experiencing skills shortages and 82% of respondents noted ‘technicians’ (see fig.1), while 53% identified ‘sales executives’. The top three current most important issues that dealerships said are affecting their business are slowing demand in EVs and meeting zero emission vehicle (ZEV) mandate targets — 69% ranked this as their first choice. Attracting and retaining quality staff/ skills shortage was ranked (33%) by respondents as their second choice. The lack of charging infrastructure was also a prominent concern (24%). According to the survey, the top three most important issues that dealerships want the next government to address are: O Restimulating the private EV market (41% ranked this as their first choice); NFDA chief executive Sue Robinson Fig. 1 Fig. 2

Spotlight 23 JULY/AUGUST 2024 The UK’s next transport secretary must lead the way on enshrining open access to repairs data for the independent aftermarket, as well as pushing for greater incentives for SMEs to encourage investment in skills and equipment, according to Kevan Wooden, CEO of LKQ UK & Ireland. Wooden said: “As we’ve seen over the last few years, things like block exemption and MOT reform could have severely disrupted the industry if the sector hadn’t come together to keep its political advocacy both loud and proactive.” Wooden says his own views fall broadly into two camps, the first being the rights to repair and connect. “The UK’s new block exemption regulations were a huge win for the industry. But the pace at which vehicles continue to evolve means we need to enshrine the principles of open access for the independent aftermarket permanently into British laws. “We also need political support for a framework in which the aftermarket and OEMs can collaborate to create a supply chain for the repair of EV batteries. This should help to stem the tide of unnecessary vehicle write-offs and waste that’s damaging the residual value of BEVs.” The need to support small businesses is another priority. He said SMEs are the backbone of the independent aftermarket but, like many small businesses, are disproportionately affected by business rates, energy costs — where garages and bodyshops especially are big users — and the cost of disposing of waste. “And the pace of change in the automotive sector means the aftermarket’s SMEs are particularly exposed to the challenges of technological change and a skills crisis. “To support their need to invest in new equipment, such as to service ADAS vehicles as might be required in future MOT tests, as well as training, they need greater incentives through tax breaks to support the outlay required.” Wooden added: “We also need to look at the Apprenticeship Levy, which now does more harm than good, especially to larger garages. Most alarmingly, since its introduction in 2017 the number of apprentices starting in SMEs has plummeted by 49%. “As an industry of some 30,000 businesses, employing 300,000 people across every region of the UK, the aftermarket should be listened to and supported. We intend to make sure whoever triumphs in the general election gets the message.” LKQ UK & Ireland CEO shares ‘key asks’ of new transport secretary O Reforming business rates followed closely behind (32% ranked this as their first choice); O Increasing and improving EV charging infrastructure was the most frequently ranked second choice (27%). Many dealerships rated consumer demand for non-ICE vehicles for May 2024 as ‘very weak’ with 46%. Meanwhile, 44% of respondents noted they were ‘pessimistic’ for their business’ trading performance for the second half of the year. Dealerships were asked how much pressure they are receiving from their respective manufacturers to sell electric models and meet the ZEV mandate target for this year. Nearly 40% (see fig.2), responded ‘a great deal’ while 32% said ‘a moderate amount’. Respondents were also surveyed about the important issues they would like to see tackled by the new government. NFDA chief executive Sue Robinson said the survey was designed to gather members’ views about the state of the market and current challenges affecting their businesses. “The results illustrate the current challenges dealerships are facing and underscore important areas for the next government to address.” In the survey, dealerships have highlighted the sector’s persistent skills shortage, restimulating the private EV market and reforming business rates as fundamental areas which will need addressing from the next government, Robinson said. “NFDA has consistently raised these issues with the previous government. Once the election has concluded and the dust settles, it is crucial for the next government to work with NFDA and the wider industry to tackle the concerns of dealerships and consumers alike.” The survey was conducted between May 30 and June 14. A total of 51 responses were received from various franchised dealership groups across the UK, collectively representing more than 300 sites. Kevan Wooden