- New online information resource introduced to make it faster and simpler for motorists to resolve their query or complaint in relation to buying and owning a car
- For ease of use, questions and answers within the Knowledge Base have been categorised by The Motor Ombudsman’s four CTSI-approved Motor Industry Codes of Practice, and by vehicle ownership
- The volume of content will be increased and driven by trends in consumer contacts and content suggestions
The Motor Ombudsman, the automotive dispute resolution provider, is pleased to announce that it has upgraded its website with the unveiling of its new Knowledge Base (TheMotorOmbudsman.org/knowledge-base). The introduction of the online tool comes as part of the body’s commitment to make it quicker and simpler for motorists to resolve their queries and complaints in relation to buying and running a car.
The user-friendly resource can be accessed using the “Find an answer” button at the top of any page of the website, and for ease of navigation, the content within the Knowledge Base has been categorised by each of The Motor Ombudsman’s four Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice, spanning sales to servicing, and by vehicle ownership. The questions and answers listed within each of the sections have been compiled by the body’s ombudsman and adjudicators according to the common trends which they have seen in consumer contacts and disputes.
Subjects included on the Knowledge Base range from what to do in the event of vehicle damage whilst in the care of a business, and the requirements for rejecting a car, to topics such as whether diagnostics work should be paid for under an extended warranty policy, and how to find out if a specific vehicle is affected by a safety recall. After reading any of the articles, website visitors are able to rate the content, and submit suggestions by e-mail for other questions that that they feel could be addressed by The Motor Ombudsman. Going forward, the Knowledge Base will continue to be expanded to ensure that it meets the needs of consumers, and that it reflects some of the main issues being highlighted in the industry.
Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “We are continually looking at new and innovative ways to make the process of providing readily available information, and resolving disputes between customers and a business, as fast and as simple as possible. With our organisation being at the forefront of the automotive sector, we are able to see first-hand the areas that are causing the greatest concern for consumers under each of our Codes of Practice. This then serves as a useful base to create accessible guidance for motorists and to inform them as to how best to solve their issue. We are expecting the Knowledge Base to be an extremely popular addition to our website.”
To access The Motor Ombudsman’s Knowledge Base, visit www.TheMotorOmbudsman.org/knowledge-base.