The Motor Ombudsman tells us:
(All words and images from The Motor Ombudsman).
The Motor Ombudsman records nearly one million contacts as ADR Regulations mark a decade of service
• As the Alternative Dispute Resolution (ADR) Regulations mark their 10-year anniversary since
coming into force on 9th July 2015, The Motor Ombudsman has recorded more than 955,000
contacts, and processed circa 150,000 individual cases across the last decade*
• ADR legislation was introduced to provide a formal framework to help consumers and
businesses resolve disputes quickly and fairly via an impartial third party, outside of often
costly and time-consuming legal processes
• Used car complaints, the standard of work provided during the repair and maintenance of
vehicles, and clarity in relation to warranty terms and coverage, have driven the majority of
disputes seen by The Motor Ombudsman’s Alternative Dispute Resolution (ADR) service
• The Motor Ombudsman has grown to become the leading automotive-specific ADR provider,
and an authoritative body providing motorists and industry with valuable guidance, resources
and insight
London, 09 July 2025 The Motor Ombudsman has registered nearly one million contacts from
consumers and businesses across the last decade*, reinforcing its authoritative standing as the leading
Alternative Dispute Resolution (ADR) provider for the automotive sector. This milestone comes as the
ADR Regulations1, which came into force in the UK on 9th July 2015, reach a significant landmark of ten
years of being in operation across a wide range of sectors, including the motor industry.
The ADR Regulations implemented the requirements of an EU Directive published in 2013 (please see Note 2, below), and was a
significant piece of legislation that provided a formal mechanism and guidelines for consumers and
businesses to help resolve disputes quickly and fairly via an impartial third party, outside of often costly
and time-consuming legal processes. On this point, ADR gave consumers an avenue to help resolve
complaints, in the event that they are unable to come to an agreement with a business in the first instance.
One of the first ADR bodies to be certified in 2015 in the automotive industry by the Chartered Trading
Standards Institute (CTSI) – a ‘Competent Authority’ i.e. an overarching body for ADR, was Motor Codes.
As part of the government’s mandate for the self-regulation of the motor industry, Motor Codes had
already been operating CTSI-backed Motor Industry Codes of Practice since 2008 to help reduce
consumer detriment and drive standards higher across the customer vehicle purchase and ownership
journey, whilst also providing conciliation and arbitration services for motorists and businesses to engage
in bringing unconcluded disputes to a close in a neutral and confidential setting.
In 2016, a year after the Regulations were introduced, ADR was cast into the spotlight in the automotive
industry with the launch of The Motor Ombudsman. Becoming the first and only Ombudsman in the sector,
it evolved from its predecessor Motor Codes to take on the role as an approved ADR body. Offering a
free-of-charge service for consumers, The Motor Ombudsman has since grown in terms of size, stature
and awareness to become the ‘go-to’ destination for the resolution of motoring disputes, and the largest,
in-house automotive-specific ADR provider.
Over the last decade, more than 955,000 contacts have been received by The Motor Ombudsman*, equating to an average of 200 every day, whilst around 150,000 cases have also been processed since 2015. The majority of disputes have stemmed from the sale of a used car by a business, the standard of
work provided during routine maintenance of ad hoc repairs, and the clarity of terms and coverage of
warranties at the point of sale or when consumers make a claim.
Whilst the ADR Regulations have been in force, The Motor Ombudsman has served as an important
source of valuable insight and expertise for the motor industry, as well as being a beacon of support,
guidance and information for the nation’s consumers and more than 7,500 accredited businesses across
the UK. These include franchise and independent car retailers and repairers, nearly 50 vehicle
manufacturers which account for 98% of vehicles sold to consumers, and a portfolio of close to 20
extended vehicle warranty providers covering around 75% of the market.
Bill Fennell, Managing Director and Chief Ombudsman at The Motor Ombudsman, said: “Since their
inception a decade ago, the ADR Regulations have provided an effective framework for consumers and
businesses to resolve disputes in an environment that champions impartiality, fairness and transparency
to determine an outcome that is proportionate and reflects the course of events that drove any elements of
dissatisfaction.
“The legislation sits at the heart of how we work as an organisation and steers the very essence of our
business. As we reach another milestone in our journey of close to one million contacts, we continue to
see growing demand for our service as more and more businesses and consumers recognise the benefit
of turning to ADR as an impartial ‘referee’ to find the best route forward following a complaint, thereby
helping to preserve all-important long-term relationships and trust.”
Bill added: “As we look ahead to the future, our service will continue to evolve in line with the rapidly
changing nature of the ADR landscape. The rising prominence of artificial intelligence (AI) and the
electrification of vehicles, the adoption of new technologies, and the arrival of the Digital Markets,
Competition and Consumers Act, are just some of the key factors that will shape processes and the
dynamic ADR agenda going forward.”
For more information about The Motor Ombudsman’s Alternative Dispute Resolution (ADR) service, visit
Notes:
*Includes contacts received by The Motor Ombudsman when it was formerly known as Motor Codes (for 01
January 2015 – 01 November 2016). Total contacts are multiple, not unique.
ADR legislation references:
1. The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations
2015 and The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015, are better
known as the Alternative Dispute Resolution Regulations 2015.
2. Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute
resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive
on consumer ADR).
The Motor Ombudsman:
The Motor Ombudsman is the independent and impartial Ombudsman dedicated solely to the
automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered
Trading Standards Institute (CTSI)-approved Codes of Practice.
Thousands of businesses, including vehicle manufacturers, warranty product providers, franchised dealers and independent garages, are
accredited to one or more of the Codes, which drive even higher standards of work and service, and
give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.
For more information on The Motor Ombudsman, visit www.TheMotorOmbudsman.org