INDUSTRY ADJUDICATOR

Bill Fennell

Chief Ombudsman and MD, The Motor Ombudsman, www.themotorombudsman.org THE Motor Ombudsman will turn one year old in November. And so far this year, we have received more than 27,500 contacts from motorists relating to one or more of our Codes of Practice. Encouragingly, only a small percentage actually resulted in the creation of a case (typically around five per cent). The most common issues we’ve had reported to us relate to a discrepancy on an invoice, or where motorists feel that they have been mistreated by a garage. These problems, as with anything, can prove frustrating and cause emotions to run high. This often results in motorists avoiding communication with the garage in favour of discussions with a third party or on social media in order to try to get…

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