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The Motor Ombudsman hits 25,000 views on Knowledge Base site

Bill Fennell, The Motor Ombudsman chief ombudsman

The Motor Ombudsman has recorded in excess of 12,000 searches and 25,000 article views on its Knowledge Base during the first quarter of this year, with service and repair complaints advice receiving top views.

The online tool, launched in January, was designed to make it quicker and simpler for motorists to resolve queries and complaints.

Over 80 articles across five different categories provide responses to some of the most commonly asked consumer questions on vehicle ownership, and the areas covered by The Motor Ombudsman’s Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice.

The Motor Ombudsman’s chief ombudsman and managing director Bill Fennell (pictured) said: “The extensive usage of the Knowledge Base during the first three months of this year has demonstrated that it is an extremely valuable tool for consumers, and we are very encouraged that it has proved so popular since it was introduced.”

The most frequently read article on the Knowledge Base, and accounting for nearly 800 views, was in the Service and Repair category on the topic of what a consumer is able to do if a garage has not successfully been able to fix the problem with their vehicle.

Questions around the purchase of a new or second hand car were the subject of six of the top 10 most viewed articles during the first three months of this year.

These included:

  • What to do if a consumer deems their vehicle to have been mis-sold (758 views)
  • Key considerations to take into account when looking to reject a car (669 views)
  • Seeking a refund or replacement following a purchase (427 views)

How to get compensation from a car manufacturer was the highest ranked article in the new car warranties section, generating more than 460 views.

Fennell said: “In order to continually improve the range and relevance of the information provided, we are always looking at what users are contacting us about, and what they are searching for on our website.

"This helps us as an organisation to address a greater volume of consumer concerns before they enter the formal adjudication process, and to ultimately provide a faster resolution to customer disputes.”

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