The Motor Ombudsman, celebrating 10 years in existence, is looking back at a decade of rapid change in the automotive sector with more to come in 2026.
In an exclusive video interview with Motor Trader, Motor Ombudsman Bill Fennell reflects on the major shifts in retail that have taken place.
“Over the 10 years the industry is in a much better place than it was. If you look at the number of dealers, manufacturers, garages, even warranty suppliers that are accredited to the Motor Ombudsman, it has grown every year, it is at the highest level it has ever been,” he told Motor Trader.
“The biggest changes we have seen in the retail sector over the past 10 years have to do with the technology on the vehicles and also the fuel, EVs is probably the biggest change we have seen and the challenges that has given retail, consumers manufacturers.
“Also, the legislative landscape has changed considerably. Ther is more legislation coming through that has given consumers more rights and as part of that consumers are now much more assertive in what their rights are and that everything should be 100% right.
“That can give a lot of challenges because they do not always know or interpret the legislation correctly,” he said.
Fennell sees the recruitment of mechanics and technicians as a key challenge that has become much more difficult because of the upskilling need to do the job.
Looking ahead Fennell wants to invest further in AI and also in recruiting staff to the Motor Ombudsman to cater for growing demand for its services.
Check out the Video Interview here
