As the new year fast approaches, the Motor Ombudsman has outlined its priorities for the year ahead.

The organisation looks to consolidate its position as the automotive dispute resolution provider and expand with the goal to deliver higher standards of service to key stakeholders.

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Recruitment is planned within the consumer contact and dispute resolution teams which have seen a rise in headcount in 2019.

The organisational structure will also change with newly created roles to drive efficiencies in handling contacts and cases.

The Motor Ombudsman will make upgrades to its back office IT infrastructure, giving businesses and consumers access to more comprehensive data and case status updates.

In 2020, the four Chartered Trading Standards Institute approved codes of practice will be reviewed which will lay the foundation for the Motor Ombudsman to cover additional areas within its best practice guidelines for accredited businesses.

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Bill Fennell, managing director at the Motor Ombudsman, said: “The end of the year is traditionally a time for reflection, to evaluate past performance, and to identify areas for improvement and where change can be made for the better during the coming 12 months. In the latter half of 2019, we carried out a comprehensive evaluation of our activities and processes as part of our annual review of our five-year plan.

“This enabled us to steer our activities for 2020, and to evolve and strengthen the work that we do as part of our core roles as an Ombudsman. It is certainly shaping up to be yet another busy and exciting year,” he added.