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Motor Ombudsman answers coronavirus questions

The Motor Ombudsman has upgraded its online Knowledge Base with a new category on the Coronavirus (COVID-19) to help motorists answer frequently asked queries on car ownership, vehicle maintenance and dispute resolution, following the latest government measures which have recently been implemented in the UK.

It joins the organisation’s existing FAQs on electric vehicles and The Motor Ombudsman’s four Motor Industry Codes of Practice.

Bill Fennell, chief ombudsman and managing director of The Motor Ombudsman, said: “The latest government advice and restrictions to help stem the transmission of the Coronavirus have naturally had an impact on the automotive retail and aftermarket sectors. Therefore, our objective with launching the new category on the Knowledge Base was to provide motorists with a one-stop hub of information to help address some of the key questions and concerns about vehicle ownership and maintenance, and to ensure that they are up-to-date with the latest measures that have been put in place in what is a very fast-changing landscape.”

The guidance covers issues such as the implications of the six-month extension of MOT certificates for cars, how to find a local garage if the consumer’s regular business has shut its doors on a temporary basis, and the recommended next steps if a service has been pre-booked to be undertaken in the coming weeks.

Similarly, the concern of a manufacturer’s warranty agreement being invalidated if a vehicle owner is unable to service their car due to self-isolation, is also discussed.

Other areas that are covered in the new category relate to the dispute resolution process, namely the procedures that have been put in place by The Motor Ombudsman to ensure an uninterrupted service during the current period of remote working, as well as what a consumer is able to do in the event that they are not receiving a response to their complaint from a business.

As subsequent government guidelines are unveiled going forward, The Motor Ombudsman’s Knowledge Base, Information Centre and social media channels will all be updated in order to keep motorists informed of the latest developments impacting both the use and upkeep of their vehicle. 

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