Our Commitment to You
At The Motor Ombudsman, we’re here to help resolve disputes fairly, professionally, and with respect for everyone involved.
- Fair & Transparent: We treat all parties equally and base our decisions on facts, evidence and our Codes of Practice.
- Professional: We act with integrity, impartiality and care in every case.
- Clear Communication: We’ll explain what we can do and keep you informed throughout the process.
- Accessible: We aim to make our service easy to use and will make reasonable adjustments wherever possible.
- Always Improving: Your feedback helps us grow and improve our service.
Positive Engagement
We promote positive engagement and are committed to supporting consumers in interacting with us positively. That means:
- Clearly explaining how to get help and request adjustments.
- Letting you know what we need from you to provide the best service.
- Providing guidance on how to share feedback publicly while keeping our team safe and investigations confidential.
- Being honest when further contact won’t change the outcome.
- Offering a fair and transparent way to raise concerns about our service. More information about our customer service complaints process is available here.
Additional Support
We understand that everyone’s needs are different. Our team receive appropriate training to identify when additional assistance may be required, and we’ll direct you to independent advice services when needed.
Accessibility and Reasonable Adjustments
We are committed to ensuring that everyone can access our services. If you have specific needs or need help raising a complaint, we’re here to support you. Further information on Accessibility is available here.
Respecting Our Team and Service
We understand that individuals may be upset or frustrated when they contact us. While we’re here to help, we also have a duty to protect our staff and ensure our service remains available to all.
We won’t tolerate threats, abuse, or violent behaviour towards our staff, by phone, email, online, or in person.
If behaviour becomes unacceptable, we may limit or end contact, and in serious cases, report it to the police. These steps help us maintain a safe environment and ensure we can continue supporting those who need our help.