How We Remain Impartial

The Motor Ombudsman is fully impartial. The Motor Ombudsman represents accredited businesses and consumers in equal measure, and listens to both sides to deliver consistently fair outcomes.

To ensure total impartiality, and that all enquiries, requests for information and cases have been handled correctly, The Motor Ombudsman is overseen by the Chartered Trading Standards Institute’s Consumer Codes Approval Board (CCAB), the Independent Compliance Assessment Panel (ICAP) and a board of Non-Executive Directors, where the majority are from a non-automotive background.

The Independent Compliance Assessment Panel (ICAP). It is made up of senior and experienced figures from the consumer lobby, the automotive sector and the wider business community, so as to ensure total impartiality. All members operate on a voluntary basis, and passionately share in the vision, values and mission of The Motor Ombudsman.

An Annual Compliance Report (ACR) is produced to ensure transparency of all activities and information. The full 2015 document is available to download free of charge from the reports section of the website.

The annual audit by the Chartered Trading Standards Institute (CTSI) also saw all three Codes of Practice meet the stringent requirements of its Consumer Codes Approval Scheme (CCAS). The assessment examined areas such as the compliance of accredited businesses, the consumer complaints procedure including Alternative Dispute Resolution (ADR), marketing and advertising by code subscribers, and how the information of vehicle owners is being used to improve the codes and rates of customer satisfaction.