How we remain impartial

The Motor Ombudsman is fully impartial – 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’s four Codes are overseen by the Chartered Trading Standards Institute’s Consumer Codes Approval Board (CCAB) – and The Motor Ombudsman itself is monitored by the Independent Compliance Assessment Panel (ICAP), The Chartered Trading Standards Institute (CTSI) under the ADR regulations and a board of Non-Executive Directors, where the majority are from a non-automotive background. We are also members of the Ombudsman Association so ensure we maintain their strict standards for ombudsman services.

The Independent Compliance Assessment Panel (ICAP) is made up of senior and experienced figures from the consumer lobby, the automotive sector, other ombudsman schemes 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. ICAP ensure accredited businesses comply with the terms of the Code and this scheme – but also look at randomly-selected cases, to consider the outcomes reached and whether, in their view, they were fair, reasonable and impartial.

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 and the 2016 report will be available shortly.

We are also audited annually by the Chartered Trading Standards Institute (CTSI). All four of our Codes of Practice are approved by CTSI and are audited to ensure that they meet the stringent requirements of its Consumer Codes Approval Scheme (CCAS). The three Codes in force at the time of the audit last year passed, with the Vehicle Sales Code receiving stage 2 approval and then launching in September 2016. 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. CTSI also audits The Motor Ombudsman as a provider of alternative dispute resolution to ensure we remain approved and compliant with the ADR regulations set out by government, with The Motor Ombudsman passing its annual audit in 2016.