The automotive mediator celebrates its fifth anniversary

The automobile mediator has handled more than 250,000 inquiries and handled 25,000 cases since its creation five years ago.

Formed shortly after the introduction of the Alternative Dispute Resolution (ADR) Regulations and Consumer Rights Act in 2015, the Motor Ombudsman was established to provide a fully-fledged dispute resolution and ombudsman service. free, impartial and entirely internal. the automobile sector.

Since their inception, the four long-standing Motor Ombudsman-approved Chartered Trading Standards Institute (CTSI)-approved automotive industry codes of practice, which provide comprehensive guidance to businesses in areas ranging from vehicle sales to Extended warranties, and service and repair, have been instrumental in determining the results of more than 25,000 cases.

Bill Fennell (photo), chief ombudsman and managing director of The Motor Ombudsman, said: Automotive landscape is changing.

“Looking back, I am extremely proud to see how much we have achieved collectively and how many consumers and businesses we have helped throughout our dispute resolution process. On the occasion of this important milestone for The Motor Ombudsman, I would like to take this opportunity to thank everyone for their hard work and dedication, and I look forward to continuing to experience further success with the team.

With the growing demand for the Motor Ombudsman’s service, the entire organization has also evolved since its inception to ensure that it continues to meet the needs of consumers and its accredited business network across from the United Kingdom.

With annual requests from full-year motorists which more than doubled (from nearly 39,000 in 2017 to more than 87,000 in 2021), and the number of annual files being tripled (from around 2,200 in 2017). to nearly 7,300 in 2021), The Motor Ombudsman has similarly tripled the size of its team over the past five years and broadened the reach of its dispute resolution service through the introduction of mediation and an expanded early resolution stage. This allows disputes to be resolved more quickly outside of the Motor Ombudsman’s arbitration case management process.

The Automotive Ombudsman website sports an updated new look as of today (November 1) and has been continuously improved over the past five years, with the addition of additional resources and greater user functionality. This included the launch of a Covid-19 Business Support Center to bring together government advice and announcements on a single portal, and the unveiling of a Knowledge Base, which offers short Q&A on topics. ranging from vehicle ownership to dispute resolution, articles that collectively have seen over 640,000 views.

Its Garage Finder, which lists profiles of all UK companies accredited for their vehicle service and repair and sale codes, has also been upgraded, registering 1.7 million user searches since 2016. .

Fennell added, “As we now turn our attention to the next five years, we will focus on improving consumer perception of the automotive industry by helping companies identify opportunities to increase their service standards, as well as helping businesses and consumers resolve any complaints through The Motor Ombudsman’s fair and impartial dispute resolution service.


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Sylvia F. Hernandez

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