Scathing reviews force Motor Ombudsman rethink

  29 May 2019

The Motor Ombudsman has more than doubled its customer service headcount after getting a rating of just 1/10 on the Trustpilot user review website following scores of complaints about the scheme.

Around 7,500 retailers and service businesses are accredited to one or more of the Codes of Practice it polices covering car sales, vehicle warranties, servicing and repair covered by The Motor Ombudsman (TMO).

Bill Fennell, TMO managing director, said: “For the full 2018 calendar year and January to April 2019 period combined, the volume of Trustpilot reviews represented only 2.2% of the cases that we worked on, and just 0.14% of the total contacts made to The Motor Ombudsman during this time.

“In response to the concerns raised, we have made significant changes to our organisational structure during the past 12 months and increased our headcount by 122%, all of which was focused within the Customer Service department in order to achieve an improved experience for customers and businesses.”

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