The Motor Ombudsman opens new hub in Liverpool

The new hub will support meeting growing demand for its alternative dispute resolution service

The Motor Ombudsman has opened a new hub in Liverpool as the independent body approaches a decade of serving the automotive sector.

Complementing its existing headquarters in London, the move into a facility on Mann Island, next to the River Mersey, will allow the body to meet growing demand from motorists and businesses using its alternative dispute resolution (ADR) service.

In the first five months of 2026 alone, The Motor Ombudsman received 23,499 unique consumer cases – a 22% rise compared with the same period in 2025.

The first phase of recruitment at the hub will see the creation of 17 new jobs, taking the ombusdman’s total headcount to nearly 90.

The new staff will be working alongside colleagues in Westminster within two teams of the body’s dispute resolution department to further drive down the time needed to review cases and deliver decisions.

These are case administration, which gathers evidence from consumers and businesses involved in disputes, and adjudication, which reviews the evidence and issues decisions.

The hub will also play a key role in forging new relationships and supporting closer engagement with existing code-accredited garages, dealerships, vehicle manufacturers and warranty providers, while increasing the Motor Ombudsman visibility in the north west and beyond.

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.”