Ombudsman demand remains strong

The Motor Ombudsman, the automotive dispute resolution provider, has reported sustained demand for its dispute resolution service during the third quarter of 2017.

With over 9,400 calls and e-mails received from consumers between July to September, the latest figures are slightly below the record volume of contacts seen in the second quarter.

The Motor Ombudsman is now on course to handle a total of 34,000 Code-related contacts and 5,000 requests for information from businesses and motorists by the end of 2017, a 35% uplift compared to 2016.

The Motor Industry Code of Practice for Vehicle Sales saw the highest level of contacts (40%) between July to September of this year, followed by the Service and Repair Code (29%) and the New Car Code (27%).

For the Service and Repair Code, issues surrounding the standard of workmanship provided by a garage made up over half of contacts during the past three months, whilst the charge for diagnostic work and the accuracy of quotations resulted in a fifth of all calls and e-mails. Furthermore, 19% of contacts related to the competency of the garage’s personnel.