The Motor Ombudsman has opened a new hub in Liverpool as the independent body approaches a decade of serving the automotive sector. The facility, located on Mann Island next to the River Mersey, complements the organisation's existing headquarters in London and is designed to meet growing demand from motorists and businesses using its alternative dispute resolution (ADR) service.
Soaring Case Numbers Drive Expansion
In the first five months of 2026 alone, The Motor Ombudsman received 23,499 unique consumer cases – a 22% increase compared with the same period in 2025. This surge underscores the need for additional capacity to handle disputes efficiently and deliver timely resolutions.
New Jobs and Operational Focus
The first phase of recruitment at the Liverpool hub will see the creation of 17 new jobs, bringing the ombudsman's total headcount to nearly 90. New staff will work alongside colleagues in Westminster within two teams of the dispute resolution department: case administration, which gathers evidence from consumers and businesses involved in disputes, and adjudication, which reviews evidence and issues decisions. This expansion aims to further reduce the time required to review cases and deliver outcomes.
Beyond case handling, the hub will play a key role in forging new relationships and supporting closer engagement with existing code-accredited garages, dealerships, vehicle manufacturers, and warranty providers. It will also increase the Motor Ombudsman's visibility in the North West and beyond.
Leadership Comment
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. 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.”
Growing Demand for ADR Services
The Motor Ombudsman's alternative dispute resolution service provides a free and impartial mechanism for resolving complaints between consumers and automotive businesses. With the automotive sector facing increasing complexity from new technologies and changing regulations, the demand for efficient dispute resolution has grown significantly. The Liverpool hub positions the organisation to better serve both consumers and industry stakeholders while contributing to the local economy in Merseyside.
