Motor Ombudsman reaches one million contacts as ADR marks 10 years

The Motor Ombudsman has recorded close to one million contacts from consumers and businesses since the introduction of the Alternative Dispute Resolution (ADR) Regulations in 2015.

The milestone coincides with the 10th anniversary of the legislation, which came into force on July 9, 2015 to provide a formal framework for resolving disputes fairly and efficiently without the need for legal proceedings.

Over the past decade, The Motor Ombudsman has received more than 955,000 contacts and handled around 150,000 individual cases.

The majority of complaints have related to used car purchases, service and repair work and concerns around warranty coverage and clarity.

Originally launched as Motor Codes, the ADR body was among the first in the automotive sector to be approved by the Chartered Trading Standards Institute (CTSI).

It evolved into The Motor Ombudsman in 2016, becoming the UK’s first and only ombudsman dedicated to the motor industry.

The Motor Ombudsman provides a free, impartial ADR service to help consumers and businesses settle disputes and avoid time-consuming or costly legal action.

It now works with more than 7,500 accredited businesses across the UK, including independent and franchised dealers, nearly 50 vehicle manufacturers and close to 20 warranty providers.

Bill Fennell, managing director and chief ombudsman at The Motor Ombudsman, said: “Since their inception, the ADR regulations have created a framework that supports transparency and fairness.

"As we approach the milestone of one million contacts, it’s clear more consumers and businesses are recognising the benefits of resolving disputes through ADR.

“Looking ahead, we expect the ADR landscape to continue evolving.

"Developments such as AI, electric vehicles and the Digital Markets, Competition and Consumers Act will shape how we operate and support the motor industry in the years to come.”