ADR Officials
Who Are They?
Our ADR officials are impartial experts in dispute resolution, highly trained to resolve disagreements between consumers and businesses. Each official has relevant experience and undergoes suitable training in automotive disputes.
Method of Appointment
Our ADR officials are appointed through a rigorous selection process. Candidates undergo thorough interviews that include competency-based questioning, practical assessments, and vetting to ensure they align with our core company values of PRIDE.
Duration of Appointment
Once appointed, our ADR officials are generally on a full-time permanent contract, subject to an annual performance review. Fixed-term contracts (minimum one year) may also be offered on occasion, depending on service level requirements.
Our case resolution team
Our case resolution team consists of an in-house, core department of customer service agents, case administrators, adjudicators and ombudsmen who are appointed to resolve disputes between consumers and accredited businesses.
We have a number of ADR officials, which includes our ombudsmen, adjudicators and case administrators. All of our staff have been recruited following a rigorous interview process to ensure they are competent for their role and hold relevant experience. All of our staff are trained in our four Motor Industry Codes of Practice, which set out the scope of our remit, and are provided with technical training.
Our case resolution team continues to receive ongoing training and development throughout their careers to ensure they have the skills they need to carry out their duties and investigate cases. It is the duty of our case administrators to investigate cases by gathering facts and evidence, and for adjudicators and ombudsmen to make a fair and reasonable decision based on that evidence.
Our Ombudsmen
Alongside this, our customer service agents work on the front line, setting up cases and assessing whether The Motor Ombudsman can assist consumers.
The ombudsmen are responsible for considering cases where someone has disagreed with the adjudicator’s conclusion. They will then look at the case again from start to finish before making their final decision which, if accepted by the consumer, becomes binding on both parties. The decision is only binding if accepted – if the consumer rejects the decision, they retain their right to take the matter to court.
