For Garages

How Can We Help You Resolve Customer Disputes

Even with the best intentions, sometimes you simply can’t reach a resolution with a customer that’s got a dispute with your garage or the work you’ve carried out on the vehicle.

That’s where we step in. Our team of legally qualified adjudicators are trained to help diffuse issues and reach a satisfactory outcome for all. Over the years, we’ve achieved a fair result for both parties and we’ve managed consumer expectations along the way.

Avoiding Escalation

We always encourage businesses to try to resolve the problem directly with the customer before referring them to us. You have eight weeks to investigate a complaint and should keep written records of the process. If you’re still unable to find agreement, you should refer the consumer to us: 0345 241 3008 or www.TheMotorOmbudsman.org

 


How To Comply

Compliance Monitoring

As an accredited business you have agreed to adhere to The Motor Ombudsman Codes of practice, within both Codes of Practice it states that you must comply with TMO compliance monitoring procedures.

We regularly monitor accredited businesses through feedback received through Customer Satisfaction data, through cases we receive through the Adjudication service as well as audits on a random sample basis. The main aim of the audit is for The Motor Ombudsman to provide guidance of any failings with The Motor Ombudsman Codes of Practice or legislation.