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Motor Ombudsman campaign encourages communication before complaints

The Motor Ombudsman

The Motor Ombudsman launched its “#talk2resolve” consumer awareness campaign on Twitter, highlighting the importance of motorists engaging with companies before contacting ADRs.

Accompanied by the dedicated hashtag, The Motor Ombudsman will be offering consumers tips on the steps to help conclude complaints quickly and amicably directly with a business

Unveiled on its Twitter page (@Motor_Ombudsman), the aim of the online awareness drive is to emphasise the importance of consumers giving a business the opportunity to resolve a complaint directly with them, prior to involving an impartial alternative dispute resolution (ADR) provider, such as The Motor Ombudsman.

The social media initiative comes in response to instances where vehicle owners are seeking assistance from The Motor Ombudsman without following the internal complaints process of the business that provided a vehicle repair, car or warranty.

The Motor Ombudsman will be offering motorists tips regarding the first steps to take before engaging in ADR, a form of mediation to help conclude a dispute without the need for often costly and time-consuming legal action.

They are namely:

  1. Talk to the business to explain the issue and the resolution you’re looking for (e.g. goodwill or a repeat repair).
  2. Also put your complaint in writing so that both parties have a formal record of any correspondence.
  3. Give the business up to eight weeks to formally respond to your issue in writing.
  4. Happy to accept the resolution from the business? YES! Problem solved!
  5. If, NO, use the Garage Finder to see if they are accredited to The Motor Ombudsman.
  6. If they are accredited, you can submit your evidence and complaint to us. If they are not accredited, talk to the business to find out who their appointed or preferred ADR provider is, and make contact.
  7. We’ll then review your case and get in touch with the business to get their side of the story. We may need to ask for additional evidence to support your case.
  8. Await the outcome from the ADR provider.

The Motor Ombudsman’s chief ombudsman and managing director, Bill Fennell, said: “When a consumer encounters a problem with the purchase of a car, repair or warranty claim, this may cause frustration and make communicating with a business difficult.

“This means that some motorists will either choose to or unknowingly bypass the critical step of actually speaking to them to try to sort out the issue, and turn to an ADR provider immediately to try and bring the dispute to a close.

“This can however, have the opposite effect and ultimately prolong the resolution process, because even if the business is accredited to one of our Codes of Practice, we cannot start work on a case until their own complaints procedures have been exhausted.

“Our #talk2resolve campaign is therefore encouraging the two parties to get together to talk to one another, as this ultimately gives the best chance of a long-term and amicable relationship.”


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