Dispute resolution FAQs
The Information line is available for both consumers and accredited businesses. Both parties can call 0345 241 3008 to seek guidance and, for consumers, to register a complaint. The Motor Ombudsman will assess the enquiry and provide the appropriate information.
Adjudication is a dispute resolution process which, by applying the commitments of the Code, aims to resolve disputes between a consumer and accredited business. The Motor Ombudsman will investigate a consumer’s complaint and assess whether there has been any breach of the Code. We will listen to both sides of the story, gather information and use this to make a fair and independent decision based on the Code and any relevant law.
We’ll need you to provide us with your full business file. This means giving your response to the consumer’s concerns and giving any additional information to support your actions. Depending on the complaint, this could include:
- Job cards
- Invoices
- Sales documentation
- Terms and conditions
- Photographs
We give you 10 working days to provide your side of the story, though this can be extended in exceptional circumstances. We may also ask you for further information at any point in the investigation, and we will expect you to provide the requested information within the time frame we set, which will usually be between 5 and 15 working days.
The Independent Compliance Assessment Panel (ICAP), currently chaired by Tim Milson, is responsible for monitoring the operation of The Motor Ombudsman and accredited business compliance. Its role includes:
Monitoring the operations of the Code.
Reviewing cases of persistent or serious breaches of the Code by accredited businesses.
Imposing sanctions on an accredited business for non-compliance with the Code, ranging from education and continued monitoring, through to written warnings and expulsion from The Motor Ombudsman.
Highlighting poor working practices and making recommendations to the sector and businesses accredited to the Code, with a view to stabilising performance and, over time, minimising identified causes of consumer detriment.
ICAP fulfils the important monitoring, compliance and sanctioning elements of code operations required by the Chartered Trading Standards Institute (CTSI). The panel meets at least twice a year to assess the performance of accredited businesses and review the content and operation of the Code and its operating structures and processes.