The Motor Ombudsman has opened a new Liverpool hub after a 22% rise in consumer disputes increased demand for its alternative dispute resolution service.
The new office on Mann Island complements The Motor Ombudsman’s Westminster headquarters and will support the organisation as it expands its case handling capacity.
The body received 23,499 unique consumer cases during the first five months of 2026, up 22% on the same period last year, prompting investment in additional staff and infrastructure.
The Liverpool hub will initially employ 17 new members of staff across its Case Administration and Adjudication teams, increasing The Motor Ombudsman’s workforce to almost 90 employees.
The additional resource is intended to reduce the time taken to investigate disputes and issue decisions, with the new team working alongside colleagues in London.
Expansion will help recruit experienced staff
The Motor Ombudsman said the expansion would also help it recruit experienced staff from a wider geographical area while strengthening its presence among dealerships, manufacturers, warranty providers and independent garages across the north of England.
Bill Fennell, chief ombudsman and managing director of The Motor Ombudsman, said: “The opening of a hub in Liverpool is a significant and exciting step forward for The Motor Ombudsman, and marks another important milestone in our continued growth.”
He said growing demand for the organisation’s Alternative Dispute Resolution (ADR) service made the investment necessary.
He said: “As demand for our ADR service continues to rise, expanding our presence beyond London gives us access to a wider pool of talent, supports the creation of new local jobs in Merseyside, and strengthens the capacity and expertise we need to support consumers and businesses across the automotive sector.”
The Motor Ombudsman said the new hub would also help strengthen relationships with its Code-accredited businesses, including franchised dealerships, vehicle manufacturers, warranty providers and independent garages.
The organisation, which is approaching its 10th anniversary, oversees the automotive industry’s Chartered Trading Standards Institute-approved Codes of Practice and provides independent dispute resolution between consumers and accredited businesses.
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