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Te Motor Ombudsman expands alternative dispute resolution team aſter demand for service grows


Te Motor Ombudsman, the Ombudsman for the automotive sector, has expanded its in-house alternative dispute resolution (ADR) team. It comes in response to the growing demand for its adjudication service and Te Motor Ombudsman’s commitment to delivering case outcomes and responses to contacts from consumers and accredited businesses within the shortest possible timeframe. In the 12 months following its launch in November 2016, the organisation has handled more than 40,500 contacts from motorists, in excess of 1,900 cases and over 1,000 requests for information from businesses. Te latest recruitment drive has seen the hiring of three Customer Service Advisors to fill newly-created positions, as well as the appointment of an additional Adjudicator. Bringing extensive experience of customer relations and relationship management, the Advisors play a key role at Te Motor Ombudsman. Tey are responsible for responding to all initial telephone and e-mail consumer contacts by telephone or e-mail, recording the details of a case, and


completing all of the preparatory work before the case is worked on by the Adjudicators. Tis decreases the time it takes for the case to be reviewed and to get an outcome to a customer’s dispute. Te recent increase in headcount brings the number of Adjudicators to four, all of whom have legal degrees, technical training and in-depth knowledge of consumer legislation. Teir principal remit is to deliver fair and impartial


resolutions to a dispute within the timescales recommended by the Chartered Trading Standards Institute (CTSI), using the facts gathered from the consumer and accredited business. So far in 2017, issues with the quality of a vehicle at the point of purchase have made up around 12,000 of all contacts received by Te Motor Ombudsman. Work which was completed on a car, but which was not agreed beforehand


with the customer, accounted for nearly 6,000 of the overall enquiries. Furthermore, the full terms and conditions of a warranty not being included within an advert equated to around 4,500 of the total contacts seen by Customer Service Advisors and Adjudicators up to the end of November. Holly McAllister, Head of Customer Service and Quality at Te Motor Ombudsman, said: “Since we became established just over twelve months ago, more consumers are aware of the benefits of the free and impartial dispute resolution service that we offer and how we can help them to solve their complaint swiſtly and easily without the stress of resorting to legal action. Terefore, we have had to evolve as an organisation with a continued focus on streamlining our processes so that we can consistently improve the level of service we offer to businesses and consumers. We expect next year to be even busier, so having a greater level of resource will allow us to ensure that we are well placed to be able to deal with the higher contact and case volumes as we go forward.”


CCA returns to the Practical Classics Classic Car and Restoration Show in 2018


Following the success of its debut sale at the Practical Classics Car & Restoration Show in 2017, Classic Car Auctions (CCA) will return to the show in 2018 with another two-day classic car auction at the NEC, Birmingham. In what will be its first and biggest sale of 2018, CCA intends to offer around 200 quality ‘everyman’ classics at the sale which will take place on 24th and 25th March in Birmingham. Gary Dunne,


sales manager,


Classic Car Auctions, said: "We’re very proud to be back at this fantastic show and to be hosting our biggest, two- day sale of the year. Tis event is one of the highlights of the classic car calendar, so anyone looking to sell a car with us at the show should contact us as


soon as possible.” Inviting entries of quality classics young and old, from barn finds and restoration projects to ready to enjoy,


www.cardiffandsouthwalesadvertiser.com


iconic hot hatches, classic Americana, rare models and celebrity pre-owned examples, CCA will offer a wide variety of cars at the sale valued up to


around £50,000. Later in 2018, CCA will return to its usual venue in June, the Warwickshire Exhibition Centre, for its June Classic Car


Sale, where it will hold a one- day sale on Saturday 2nd June. Further sales will follow at the same venue on Saturday 15th September and Saturday 1st December. “2018 is expected to be another very exciting year for CCA. In our first three years in business we’ve seen the size and success of our sales increase year on year, with strong demand from our buyers and some fantastic results.” In 2017, Classic Car Auctions offered more than 650 cars at auction with a total sales figure of over £8m, including two new world record auction prices. For more information on entering


a car into any of


Classic Car Auctions’ upcoming sales, please visit https://www. classiccarauctions.co.uk/selling.


Cardiff & South Wales Advertiser - Friday 22nd December 2017 - 19


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