Helping garages steer through complaints

27 June 2025  

Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, looks at effective ways for garages to navigate the personal burden of receiving complaints from customers in the latest issue of Aftermarket magazine.

Fennell said it can be disheartening for a garage to hear that something has gone wrong from a customer’s perspective, and to be on the receiving end of a complaint, despite the best efforts being made to deliver the highest level of work and service.

But he has some great advice, and also talks about a new partnership with the automotive charity, Ben, to help businesses recognise and support their workers encountering mental health and wellbeing challenges.

Click here to read his article in the latest issue of Aftermarket magazine, out now online and in print.