Reports & Publications - The Motor Ombudsman

Reports & Publications - The Motor Ombudsman https://www.themotorombudsman.org/category/media-publications/ We are the Ombudsman for the motor industry Mon, 05 Jan 2026 11:58:56 +0000 en-GB hourly 1 https://wordpress.org/?v=6.8.3 https://www.themotorombudsman.org/wp-content/uploads/2025/03/cropped-logo-1-2-32x32.png Reports & Publications - The Motor Ombudsman https://www.themotorombudsman.org/category/media-publications/ 32 32 Schedule 5 & 6: ADR Annual Activity Report https://www.themotorombudsman.org/media-publications/schedule-5-adr-annual-activity-report-2/ Sat, 01 Nov 2025 13:35:33 +0000 https://www.themotorombudsman.org/?p=79975 The Motor Ombudsman (TMO) is certified as an Alternative Dispute Resolution (ADR) provider by Chartered Trading Standards Institute (CTSI), who are the Government appointed competent authority for approving and auditing ADR providers for non-regulated sectors in the UK. Each year TMO provides statistics and commentary as part of the ADR certification process. The Schedule 5 Report [...]

Read More... from Schedule 5 & 6: ADR Annual Activity Report

The post Schedule 5 & 6: ADR Annual Activity Report appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman (TMO) is certified as an Alternative Dispute Resolution (ADR) provider by Chartered Trading Standards Institute (CTSI), who are the Government appointed competent authority for approving and auditing ADR providers for non-regulated sectors in the UK.

Each year TMO provides statistics and commentary as part of the ADR certification process.

The Schedule 5 Report covers the number of contacts and cases submitted to TMO, accepted volumes to ADR and to which Code of Practice they applied, as well as timescales to complete the ADR process.

You can read more about the process and current timescales here.

Last Updated: 01 November 2025

Schedule 5: The Motor Ombudsman Reporting Period: October 2024 to 2025

You can read the latest report by clicking the link below.

Schedule 6: The Motor Ombudsman Reporting Period: October 2023 to 2025

You can read the latest report by clicking the link below.

ADR Competent Authority - The Motor Ombudsman

The post Schedule 5 & 6: ADR Annual Activity Report appeared first on The Motor Ombudsman.

]]> ICAP Report 2024 https://www.themotorombudsman.org/media-publications/icap-report-2024/ Fri, 20 Jun 2025 11:37:00 +0000 https://www.themotorombudsman.org/?p=78117 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2024

The post ICAP Report 2024 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the link below to download the 2024 ICAP Report as a PDF document.

2024 Report

The post ICAP Report 2024 appeared first on The Motor Ombudsman.

]]> Industry Insights https://www.themotorombudsman.org/useful-information/industry-insights/ Mon, 03 Feb 2025 08:53:00 +0000 https://www.themotorombudsman.org/?p=60812 Analyses of information gained through The Motor Ombudsman’s in-house dispute resolution process, and surveys of businesses in the automotive sector, provide an exclusive “on the ground picture” and valuable insight into the automotive landscape, as well as key trends within different areas of the motor industry, spanning service and repair to electric vehicles. Used Cars [...]

Read More... from Industry Insights

The post Industry Insights appeared first on The Motor Ombudsman.

]]> Analyses of information gained through The Motor Ombudsman’s in-house dispute resolution process, and surveys of businesses in the automotive sector, provide an exclusive “on the ground picture” and valuable insight into the automotive landscape, as well as key trends within different areas of the motor industry, spanning service and repair to electric vehicles.

Used Cars

Insight Report: 2024 used car purchase disputes

A report on used vehicle purchases published by The Motor Ombudsman can be downloaded as a PDF

Infographic: 2024 used car purchase complaints

To view and download the infographic below on the used car purchase complaints submitted by consumers to The Motor Ombudsman

Infographic: 2023 used car purchase complaints

To view and download the infographic below on the used car purchase complaints submitted by consumers to The Motor Ombudsman

Service and Repair

Every year, The Motor Ombudsman conducts research amongst vehicle repairers across the UK, to look at the approach of consumers in relation to the repair and maintenance of their vehicles. The key findings of the research are presented in a report, identifying key statistics and trends.

The reports can be downloaded as a PDF by clicking on the blue links or the cover images below.

Independent Garage and Franchised Dealer Workshop Report – 2025 Review and 2026 Outlook

To view and download the report below

Industry Insight Report: Independent Garage and Franchise Dealer Workshop Survey

To view and download the industry insight report below

Independent Garage and Franchised Dealer Workshop Report – 2024 Review and 2025 Outlook

To view and download the report below

Independent Garage and Franchised Dealer Workshop Report – 2023 Review and 2024 Outlook

To view and download the report below

Independent Garage and Franchised Dealer Workshop Report – 2022 Review and 2023 Outlook

To view and download the report below

Read The Motor Ombudsman’s annual ICAP Report here.

The post Industry Insights appeared first on The Motor Ombudsman.

]]> Schedule 5: ADR Annual Activity Report https://www.themotorombudsman.org/media-publications/schedule-5-adr-annual-activity-report/ Fri, 01 Nov 2024 09:00:26 +0000 https://www.themotorombudsman.org/?p=54457 The Motor Ombudsman (TMO) is certified as an Alternative Dispute Resolution (ADR) provider by Chartered Trading Standards Institute (CTSI), who are the Government appointed competent authority for approving and auditing ADR providers for non-regulated sectors in the UK. Each year TMO provides statistics and commentary as part of the ADR certification process. The Schedule 5 Report [...]

Read More... from Schedule 5: ADR Annual Activity Report

The post Schedule 5: ADR Annual Activity Report appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman (TMO) is certified as an Alternative Dispute Resolution (ADR) provider by Chartered Trading Standards Institute (CTSI), who are the Government appointed competent authority for approving and auditing ADR providers for non-regulated sectors in the UK.

Each year TMO provides statistics and commentary as part of the ADR certification process.

The Schedule 5 Report covers the number of contacts and cases submitted to TMO, accepted volumes to ADR and to which Code of Practice they applied, as well as timescales to complete the ADR process.

You can read more about the process and current timescales here.

Last Updated: 01 November 2024

Schedule 5: The Motor Ombudsman Reporting Period: October 2023 to 2024

You can read the latest report by clicking the link below.

ADR Competent Authority - The Motor Ombudsman

The post Schedule 5: ADR Annual Activity Report appeared first on The Motor Ombudsman.

]]> ICAP Report 2023 https://www.themotorombudsman.org/media-publications/icap-report-2023/ Tue, 20 Jun 2023 14:56:00 +0000 https://www.themotorombudsman.org/?p=77051 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2023

The post ICAP Report 2023 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the links below to download each annual ICAP Report as a PDF document.

2023 Report

The post ICAP Report 2023 appeared first on The Motor Ombudsman.

]]> ICAP Report 2022 https://www.themotorombudsman.org/media-publications/icap-report-2022/ Sat, 25 Jun 2022 20:58:00 +0000 https://www.themotorombudsman.org/?p=77499 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2022

The post ICAP Report 2022 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the links below to download each annual ICAP Report as a PDF document.

2022 Report

The post ICAP Report 2022 appeared first on The Motor Ombudsman.

]]> ICAP Report 2021 https://www.themotorombudsman.org/media-publications/icap-report-2021/ Fri, 25 Jun 2021 21:02:00 +0000 https://www.themotorombudsman.org/?p=77501 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2021

The post ICAP Report 2021 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the links below to download each annual ICAP Report as a PDF document.

2021 Report

The post ICAP Report 2021 appeared first on The Motor Ombudsman.

]]> ICAP Report 2020 https://www.themotorombudsman.org/media-publications/icap-report-2020/ Thu, 25 Jun 2020 21:03:00 +0000 https://www.themotorombudsman.org/?p=77503 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2020

The post ICAP Report 2020 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the links below to download each annual ICAP Report as a PDF document.

2020 Report

The post ICAP Report 2020 appeared first on The Motor Ombudsman.

]]> ICAP Report 2019 https://www.themotorombudsman.org/media-publications/icap-report-2019/ Tue, 25 Jun 2019 21:04:00 +0000 https://www.themotorombudsman.org/?p=77505 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2019

The post ICAP Report 2019 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the links below to download each annual ICAP Report as a PDF document.

2019 Report

The post ICAP Report 2019 appeared first on The Motor Ombudsman.

]]> ICAP Report 2018 https://www.themotorombudsman.org/media-publications/icap-report-2018/ Mon, 25 Jun 2018 21:05:00 +0000 https://www.themotorombudsman.org/?p=77507 The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable [...]

Read More... from ICAP Report 2018

The post ICAP Report 2018 appeared first on The Motor Ombudsman.

]]> The Motor Ombudsman hosts the Independent Compliance Assessment Panel (ICAP) three times a year to discuss a selection of cases across its four Codes of Practice that The Motor Ombudsman has worked on. This is in order to verify that the outcomes and final decisions reached by the adjudicators and ombudsman respectively are fair, reasonable and impartial.

icap

Alongside these meetings, the annual ICAP Report, a fully transparent document available to the public, is produced. Amongst other content, it includes an overview of the cases that have been reviewed by the Panel, a performance summary relating to the Codes of Practice, the results of the yearly Service and Repair and New Car Code of Practice consumer satisfaction surveys, and the comments made by Panel members on the Report.

To achieve an un-biased view of Motor Ombudsman activities, the Panel is made up of members from within and outside of the automotive industry. Organisations represented include Citizens Advice and the Parliamentary and Health Service Ombudsman.

Please click on the links below to download each annual ICAP Report as a PDF document.

2018 Report

The post ICAP Report 2018 appeared first on The Motor Ombudsman.

]]>