As a consumer, purchasing a motor vehicle is a significant investment. You expect the vehicle to be of good quality, reliable, and fit for purpose. However, sometimes things can go wrong, and you may find yourself with a vehicle that does not meet your expectations. In such cases, it is essential to know your rights and the steps you can take to resolve the issue. This is where the Motor Ombudsman comes in.
The Motor Ombudsman is a UK-based independent dispute resolution service that aims to help consumers resolve disputes with motor vehicle manufacturers and dealers. The organization operates under a code of conduct that is approved by the Chartered Trading Standards Institute and provides a free service to consumers. The Motor Ombudsman’s role is to act as a mediator between the consumer and the business and to provide a fair and impartial resolution to the dispute.
The first step in the complaint process is to raise the issue with the dealership or manufacturer. If the issue cannot be resolved at this stage, the consumer can then escalate the complaint to the Motor Ombudsman. To do this, the consumer must provide a detailed description of the issue, including relevant dates and details of any previous attempts to resolve the issue.
Once the complaint has been received, the Motor Ombudsman will conduct an initial assessment to determine whether the complaint falls within their jurisdiction. If the complaint is eligible, the Motor Ombudsman will then send a copy of the complaint to the dealership or manufacturer, who will have 28 days to respond.
The next stage is the investigation phase, where the Motor Ombudsman will gather all relevant information and evidence from both the consumer and the dealership or manufacturer. This may include reviewing documentation, speaking to witnesses, and conducting site visits.
Once the investigation is complete, the Motor Ombudsman will provide a written report to both parties, which will outline the findings of the investigation and any recommendations for resolving the dispute. If the dispute is resolved at this stage, the Motor Ombudsman will issue a final decision, which is binding on both parties.
If the dispute is not resolved, the Motor Ombudsman will refer the matter to their alternative dispute resolution (ADR) service. The ADR service is a binding arbitration service that provides a final and binding decision on the dispute. This service is free of charge to the consumer, and the decision reached by the ADR service is final and binding on both parties.
It is important to note that the Motor Ombudsman’s jurisdiction is limited to disputes relating to the supply of new and used vehicles, servicing, repairs, and warranty claims. They cannot deal with disputes relating to finance agreements, personal injury claims, or criminal matters.
In conclusion, the Motor Ombudsman is an independent dispute resolution service that provides a free and impartial service to consumers in resolving disputes with motor vehicle manufacturers and dealers. The complaint process is straightforward, and the Motor Ombudsman provides a fair and impartial resolution to the dispute. If you find yourself in a dispute with a dealership or manufacturer, it is important to know your rights and to seek the help of the Motor Ombudsman.