Motor Ombudsman sees record level of customer contacts

45 per cent increase in consumer contacts for January to April 2017 compared to the same period in 2016

Motor Ombudsman sees record level of customer contacts
Chief ombudsman, Bill Fennell with Jodie Kidd, at the launch of The Motor Ombudsman last year.

Automotive dispute resolution provider, The Motor Ombudsman has reported a record level of contacts to its service during the first four months of the year, compared to the same period in 2016.

The body’s legally-trained and fully-impartial adjudicators, who look to conclude unresolved disputes quickly and fairly between consumers and its accredited businesses, which include thousands of garages across the UK, 39 vehicle manufacturers and 11 warranty providers, received over 11,300 contacts relating to its four Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice.

Providing information and assistance to businesses accounted for a further 484 enquiries to April, a 231 per cent jump compared to a year earlier.

The Vehicle Sales Code of Practice, which provides detailed guidelines for the sale of both new and used cars, as well as the supply of finance and warranties, saw the highest level of contacts.

As awareness of the Code amongst UK motorists has continually grown following its introduction last September, the number of contacts has averaged over 50 per day since the start of the year, and reached a monthly record of 1,259 last month.

Similarly, The Motor Ombudsman witnessed the highest ever volume in a single four-week period, with April recording 3,343 contacts, rising above the monthly average of 3,259 seen during the first quarter of 2017.

Customer concern

The largest source of customer concerns brought to the attention of The Motor Ombudsman since April have related to the quality of a used or new vehicle at the time of purchase, the standard of work carried out, and warranties.

An average of 95 per cent of the contacts received every month are successfully concluded without the need for a case to be raised thanks to The Motor Ombudsman’s highly experienced adjudication team.

In addition, the volume of cases requiring a legally binding final decision from its in-house ombudsman, has ranged between 7 to 14 per cent for the first four months of the year.

Holly McAllister, head of customer service and quality at The Motor Ombudsman, said: “Ever-increasing awareness amongst consumers and automotive businesses of the value that The Motor Ombudsman offers has resulted in a significant uplift in the level of contacts that we have received since the start of 2017.

“The arrival of the Vehicle Sales Code has equally meant that we can now formally adjudicate on issues relating to the sale of both of new and used cars.”

For further information about The Motor Ombudsman, follow the ‘more details’ link below.

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