Case resolution and Ombudsmen team

Our case resolution team

Our case resolution team consists of an in-house, core team of customer service agents, case investigators, adjudicators and ombudsmen who are appointed to resolve disputes between consumers and accredited businesses.

We have 17 ADR officials, which includes our ombudsmen, adjudicators and case investigators. Our service consists of a combination of permanent staff and fixed term contracts to allow us to manage the demand on our service. All of our staff have been recruited following a rigorous interview to ensure they are competent for their role and hold relevant experience. In addition, the Senior Ombudsman is appointed by the Board of Directors to guarantee their independence.

All of our staff are trained in our Codes of Practice which sets out the scope of our remit, as well as provided with technical training so they can understand the industry.

Our case resolution team continue to receive ongoing training and development throughout their careers to ensure they have the skills they need to carry out their duties and investigate cases.

It is the duty of our case investigators to investigate cases by gathering facts and evidence and for adjudicators and ombudsmen to make a fair and reasonable decision based on that evidence. Alongside this, our customer service agents work on the front line, setting up cases and assessing whether The Motor Ombudsman can help.


Our ombudsmen

The ombudsmen are responsible for considering cases where someone has disagreed with the adjudicator’s conclusion. They will then look at the case again from start to finish before making their final decision which, if accepted by the consumer, becomes binding on both parties. The decision is only binding if accepted – if the consumer rejects the decision, they retain their right to take the matter to court.


Arjona Haziraj LLB (Hons)

Arjona Haziraj graduated in Law with honours and then went on to complete her Legal Practice Course at BPP Law School in 2012.

She worked at Lambeth Law Centre, assisting the employment solicitor with equality and discrimination cases, before moving into complaint-handling. She has extensive experience of dispute resolution, having worked as an adjudicator and investigator at the Financial Ombudsman Service for a number of years dealing with insurance, banking and consumer credit complaints.