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The Motor Ombudsman receives 45% increase in customer contacts in 2017

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Customer concerns regarding quality, standard of work and warranties results in record number of contacts to The Motor Ombudsman in initial months of 2017.

The motor trade's adjudicators received more than 11,300 contacts in regards to its four Chartered Trading Standards Institute (CTSI) approved Motor Industry Codes of Practice – a 45% increase when compared to the same period in 2016.

Head of customer service and quality at The Motor Ombudsman, Holly McAllister said: “Ever-increasing awareness amongst consumers and automotive businesses of the value that The Motor Ombudsman offers has resulted in a significant uplift in the level of contacts that we have received since the start of 2017.”

The vehicle sales code of practice provides guidelines for the sale of both new and used cars, as well as the supply of finance and warranties. Since its introduction in 2011, awareness of the code has risen amongst drivers with contacts averaging at 50 per day, reaching a monthly record of 1,259 in April.

The largest source of customer concerns raised to The Motor Ombudsman relate to quality of the vehicle, standard of work carried out and warranties. However, 95% of the contacts received per month are resolved by the adjudicators without the need to raise a case.

“Case volumes as a proportion of contacts remain low which demonstrates the great efforts that all parties are going to in order to resolve any disagreements before needing formal adjudication which is very encouraging for all involved,” said McAllister.  

 

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