How we work

Our comprehensive service is designed to support consumers and businesses alike, ensuring fairness and clarity in every case we handle. Below, you will find detailed information about our organisation, processes, and values, spread across various sections for ease of navigation.

Each section is designed to provide comprehensive information about our practices and to assist you with any enquiries you may have. We encourage you to explore these sections to better understand how The Motor Ombudsman service works.

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0. Who we are

The Motor Ombudsman is certified as an Alternative Dispute Resolution (ADR) provider by Chartered Trading Standards Institute (CTSI). They are the competent authority for approving and auditing ADR providers for non-regulated sectors in the UK.

ADR Competent Authority - The Motor Ombudsman

1. What we do

We specialise in resolving disputes between consumers and businesses without the need for court proceedings. Our aim is to provide a fair, efficient, and accessible means of dispute resolution for all parties involved.

Our people are friendly, approachable and reflect our company values.

  • We are trained to listen and to provide a helping hand to consumers and businesses equally in resolving disputes; and
  • We help to get the dispute resolved as quickly as possible with the most appropriate outcome; and
  • We work closely with businesses to provide support and industry-wide information and guidance. This helps to improve the way services are delivered and disputes are handled supporting best practice through our comprehensive Codes of Practice.
2. How to contact us

Navigating through a dispute can be complex, but reaching out for assistance shouldn’t be. We’ve streamlined our communication to make it as straightforward and swift as possible.

3. Our ADR officials

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 you can find more information about them here.

4. Our service

Dealing with disputes can be tough. At The Motor Ombudsman, we've made it simpler for you. This section is split into clear sections: types of disputes, our ADR stages, language options, reasons we might not be able to help, and how to check for accreditation. It's all laid out plainly to help you get the information you need.

5. Our grounds for refusal

There are occasions when The Motor Ombudsman is unable to accept a case. In these circumstances, we will not only inform you of this but also provide guidance on how or where you can continue to pursue your dispute.

6. Our principles

Our approach to dispute resolution is grounded in a set of core principles that ensure fairness, transparency, and effectiveness in every case we handle. These principles guide our decision-making process and help us maintain the highest standards of service. We will issue any of our decisions, early resolution agreements, or mediation agreements in writing, usually by email unless otherwise stated. This decision will set out our reasons for our decision and any documentary evidence we have relied on, our approach ensures that;

  • we adhere strictly to the relevant legal frameworks and statutory requirements. This ensures that our resolutions are not only fair but also compliant with current laws; and
  • fairness and impartiality are at the heart of our service. We strive to ensure that all parties are treated equitably, and their positions are considered thoroughly in our deliberations; and
  • our resolutions are informed by our industry-specific Codes of Practice. These codes provide a benchmark for acceptable practices and standards, helping us to assess each case against established norms.

You can find more information in relation to Our Codes of Practice here.

7. Our requirements and withdrawal process

At The Motor Ombudsman, we are committed to providing a fair and efficient dispute resolution service. Our Terms of Service for ADR outline the key requirements and procedures for engaging with our services, ensuring transparency, and understanding for all parties involved.

8. Our costs and duration

Understanding the costs involved and the expected duration of the ADR process is crucial for all parties. At The Motor Ombudsman, we aim to be transparent about these aspects to help you plan accordingly.

9. Our outcomes

It's important for all parties engaging with our ADR services at The Motor Ombudsman to understand the legal implications of the outcomes and the way our procedures are conducted.

10. Our procedures

We have tailored our ADR procedures to ensure efficiency, clarity, and accessibility. Our process predominantly takes place in writing, with a specific provision for mediation.

11. Our reporting and cooperation

At The Motor Ombudsman, we are committed to transparency in our operations and active cooperation with other ADR bodies and consumer protection law entities. This collaboration not only enhances our services but also contributes to the broader field of dispute resolution.

This page was last updated on: 21 November 2023