ICAP Report

The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) twice a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the ICAP Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice, the Furniture Ombudsman and the British Association of Removers (BAR).


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