The Motor Ombudsman
The Motor Ombudsman is the UK's first dedicated automotive-sector ombudsman, providing CTSI-approved Codes of Practice and free Alternative Dispute Resolution to consumers across vehicle sales, service, repair, and warranty disputes, funded by annual fees from over 7,500 accredited businesses.
- Company typePrivate
- Founded2016
- HeadquartersLondon, United Kingdom
- Headcount11–50
- GTM typeB2B
- OfferingServices
What The Motor Ombudsman does
The Motor Ombudsman Limited is the UK's first and only ombudsman dedicated solely to the automotive sector, operating as a non-profit, private limited company and wholly owned subsidiary of the Society of Motor Manufacturers and Traders (SMMT). It provides an Alternative Dispute Resolution (ADR) service and self-regulatory framework through four CTSI-approved Codes of Practice covering New Car, Service and Repair, Vehicle Sales, and Vehicle Warranty Products. Accredited businesses gain access to dispute resolution mechanisms (Early Resolution, Mediation, Adjudication, and Final Decision), with the in-house Ombudsman issuing binding decisions where cases remain unresolved.
The organisation runs an ADR platform that includes automated case prioritisation and triage tools, automated remit decisioning, an online dispute submission portal for consumers, and a Garage Finder directory that surfaces accredited businesses by location. Operations are monitored by the Independent Compliance Assessment Panel (ICAP) and supported by partnerships with CTSI, DVSA, the Ombudsman Association, TyreSafe, and Ben. In 2024 the service handled 175,300 consumer contacts, created 34,700 cases, and resolved £30.5 million in consumer claims.
Revenue is generated primarily through annual accreditation fees paid by accredited businesses (vehicle manufacturers, franchised dealers, independent garages, and warranty/insurance providers), with discounts for dual-Code sign-ups. The consumer dispute resolution service is provided free of charge and funded entirely by these business subscriptions. The annual Star Awards programme, CPD-certified training courses, and supplementary products such as the EV Resource Hub and #DrivingDecisions used car buying guide extend engagement beyond core dispute handling. The entity is UK-only with no disclosed geographic expansion plans.
The Motor Ombudsman firmographics
Firmographics- Name
- The Motor Ombudsman
- Legal name
- The Motor Ombudsman Limited
- Website
- https://themotorombudsman.org
- Company type
- Private
- Founded year
- 2016
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- The Motor Ombudsman is the UK's first dedicated automotive-sector ombudsman, providing CTSI-approved Codes of Practice and free Alternative Dispute Resolution to consumers across vehicle sales, service, repair, and warranty disputes, funded by annual fees from over 7,500 accredited businesses.
- Ownership category
- akta.pro rank
Where The Motor Ombudsman is headquartered
LocationHeadquarters
- HQ city
- London
- HQ country
- United Kingdom
- HQ region
- Europe
Offices1 record
Markets served
The Motor Ombudsman business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- Business Accreditation Fees: Annual accreditation fees paid by motor industry businesses (vehicle manufacturers, franchised dealers, independent garages, warranty providers) for membership to one or more CTSI-approved Codes of Practice. Fees fund the dispute resolution service which is provided free to consumers.
- Star Awards Business Sponsorship: Businesses can support and promote the Star Awards campaign by downloading assets and spreading awareness. Prize sponsorship includes shopping vouchers for winners.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Single Code accreditation |
| Subscription | Annual | Dual Code accreditation |
Go-to-market motion1 record
Distribution channels5 records
Marketing channels10 records
The Motor Ombudsman product offering
Product offeringCore offering
The Motor Ombudsman is the UK's first voluntary, impartial private-sector ombudsman dedicated to the automotive industry. It operates four CTSI-approved Codes of Practice (New Car, Service and Repair, Vehicle Sales, Vehicle Warranty Products) that accredited motor businesses subscribe to, while delivering free Alternative Dispute Resolution (ADR) services to consumers through adjudication and final ombudsman decisions. The organization funds itself through annual accreditation fees paid by over 7,500 motor industry businesses (manufacturers, dealers, garages, warranty providers).
Product overview
The Motor Ombudsman is the UK's first and only ombudsman dedicated to the automotive sector, providing dispute resolution and industry self-regulation through four CTSI-approved Codes of Practice covering New Car, Service and Repair, Vehicle Sales, and Vehicle Warranty Products. The organisation offers a consumer-facing dispute resolution service (including Early Resolution, Mediation, Adjudication, and Final Decision processes), a Garage Finder tool, and an annual Star Awards programme. Over 7,500 businesses are accredited to one or more Codes. The service is free for consumers and funded by accredited business fees. Key 2024 statistics include £30.5m in consumer claims, 175,300 consumer contacts, and 34,700 total cases created.
Differentiator
Problem solved
Functional benefit
Products and services
- New Car Code CTSI-approved Code of Practice covering vehicle manufacturer warranties, providing reassurance to motorists during major vehicle purchases. Accredited to by new car manufacturers committing to standards for vehicle warranties and customer service.
- Service and Repair Code CTSI-approved Code of Practice committing vehicle repairers to open, transparent and fair methods of business, maintaining high standards across the industry. Accredited to by independent garages, franchised dealers, fast-fit specialists and MOT stations.
- Vehicle Sales Code CTSI-approved Code of Practice providing reassurance to motorists during vehicle purchasing, applicable to both main dealer and independent car retailers.
- Vehicle Warranty Products Code CTSI-approved Code of Practice aimed at driving up standards across a wide range of automotive warranty and insurance products. Accredited to by extended vehicle warranty and insurance providers.
- Alternative Dispute Resolution Service
Quantifiable outcome
- 34,700 cases resolved in 2024
- +2 more outcomes
Companies that use The Motor Ombudsman
Customer profileNamed customers5 records
Segments4 records
Ideal customer profiles3 records
The Motor Ombudsman technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability1 record
Feature4 records
The Motor Ombudsman partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered major, core and minor.
- TyreSafemajorTyreSafe partnered with The Motor Ombudsman on the 'WORN-WARN' campaign launched at the UK Garage & Bodyshop Event. TyreSafe is a charity that has championed tyre safety for two decades.
- Driver and Vehicle Standards Agency (DVSA)majorDVSA participates in The Motor Ombudsman's Star Awards judging panel. DVSA's Head of Vehicle Policy and Engineering serves as a judge.
- Chartered Trading Standards Institute (CTSI)coreCTSI is the approving body for The Motor Ombudsman's Codes of Practice through the Consumer Codes Approval Scheme. CTSI also monitors The Motor Ombudsman as an ADR provider and hosts the Hero Awards where TMO's National Star Award is presented.
- Ombudsman AssociationcoreThe Motor Ombudsman is a member of the Ombudsman Association, ensuring compliance with ombudsman standards and best practices.
- Independent Compliance Assessment Panel (ICAP)coreICAP monitors the operation of The Motor Ombudsman and accredited business compliance, chaired by Tim Milson. ICAP fulfils compliance and sanctioning requirements mandated by CTSI.
- Ben (Automotive Mental Health Charity)minorThe Motor Ombudsman developed the 'Steer' mental health resource in association with Ben, supporting automotive businesses to help staff facing mental health struggles.
Scale indicators4 records
Recent moves6 records
Expansion highlights5 records
The Motor Ombudsman competitors and assessment
Company assessmentDirect peers
- Legal Ombudsman (LeO): UK ombudsman scheme that handles disputes between legal service providers and their clients. Operates the same neutral-ADR-with-codes-of-practice model as TMO, just scoped to legal services; strong structural parallel.
- Ombudsman Services: Not-for-profit, UK-based ombudsman providing dispute resolution across multiple sectors (energy, communications, property, copyright). Direct peer in terms of multi-sector consumer-business ADR delivery and CTSI/Ofcom alignment.
- Financial Ombudsman Service: UK statutory ombudsman providing free dispute resolution between consumers and financial services businesses. Most directly comparable to TMO in mission, structure, and consumer-facing ADR model, but for the financial services sector rather than the automotive sector.
- Furniture & Home Improvement Ombudsman: UK Ombudsman scheme resolving disputes between consumers and retailers/installers in the furniture and home improvement sector. Closely mirrors TMO's CTSI-approved Code of Practice + ADR model in an adjacent consumer sector.
- The Property Ombudsman: UK-approved property-sector ombudsman resolving disputes between consumers and estate agents, letting agents, and property management firms. Same consumer-business ADR + Code of Practice structure as TMO, applied to the property vertical.
Emerging players
- Centre for Effective Dispute Resolution (CEDR): UK ADR and mediation services provider, primarily serving commercial disputes. Comparable as an alternative dispute resolution organisation, though more commercially focused than TMO's consumer-mandate model.
Broad incumbents
- Citizens Advice: UK consumer protection organisation that advises and supports consumers with disputes, including motor-related issues. Not a specialist ombudsman, but it is a primary consumer-facing alternative route for the same disputes TMO adjudicates.
- Trading Standards (Chartered Trading Standards Institute): CTSI, which approves TMO's Codes of Practice, is the umbrella body for UK local authority Trading Standards enforcement. Functions as the statutory counterpart to TMO's self-regulatory ADR model, and CTSI approval is TMO's core regulatory anchor.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks6 records
Key highlights6 records
Customer concentration
The Motor Ombudsman social profiles
Digital presenceThe Motor Ombudsman compliance and trust
Trust signalCompliance4 records
The Motor Ombudsman financial estimates
Financial estimateRevenue estimate
Valuation estimate
The Motor Ombudsman leadership team
Management profileNumber of profiles
Profiles2 records
The Motor Ombudsman funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
The Motor Ombudsman M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about The Motor Ombudsman
What does The Motor Ombudsman do?
The Motor Ombudsman is the UK's first voluntary, impartial private-sector ombudsman dedicated to the automotive industry. It operates four CTSI-approved Codes of Practice (New Car, Service and Repair, Vehicle Sales, Vehicle Warranty Products) that accredited motor businesses subscribe to, while delivering free Alternative Dispute Resolution (ADR) services to consumers through adjudication and final ombudsman decisions. The organization funds itself through annual accreditation fees paid by over 7,500 motor industry businesses (manufacturers, dealers, garages, warranty providers).
Is The Motor Ombudsman a public or private company?
The Motor Ombudsman is a private company. It is classified as corporate owned and is currently operating.
When was The Motor Ombudsman founded?
The Motor Ombudsman was founded in 2016. It employs 11 to 50 people.
Where is The Motor Ombudsman based?
The Motor Ombudsman is headquartered in London, United Kingdom, in the Europe region.
How does The Motor Ombudsman make money?
Two revenue lines are on record. Business Accreditation Fees are the primary driver. The others are star Awards Business Sponsorship.
Who are The Motor Ombudsman's main competitors?
Direct peers on record are Legal Ombudsman (LeO), Ombudsman Services, Financial Ombudsman Service, Furniture & Home Improvement Ombudsman and The Property Ombudsman. Centre for Effective Dispute Resolution (CEDR) is listed as an emerging player. Broad incumbents are Citizens Advice and Trading Standards (Chartered Trading Standards Institute).
Does The Motor Ombudsman have an API?
No public API is recorded for The Motor Ombudsman.