The Motor Ombudsman Avis 

Just brilliant advice
Put my mind at ease
I’m so grateful for all your expertise
Thank you

In depth and knowledgeable response.

Took rather a long time

Complete and utter waste of time with this organisation.

Very professional and knowledgeable team member who quickly helped outline the next steps required.

I found the Motor Ombudsman process deeply disappointing. Despite providing the evidence requested, including supporting documentation, witness evidence and technical reports, the investigator ultimately sided with the business. Several administrative errors by the business were acknowledged, yet these appeared to carry little weight. There were also mistakes in the handling of my case, including incorrectly recording my gender, which gave me concerns about the level of care and attention applied to the review.
What was particularly frustrating was being asked to provide certain evidence, only for parts of that evidence to later be dismissed. As a consumer, I expected a genuinely impartial process that carefully weighed both sides. Instead, I came away with the impression that the business’s position was given greater benefit of the doubt than mine.
The service is presented as a route for consumers seeking fair and independent resolution, but my experience left me questioning how effective and balanced that process really is.

I would like to echo the various negative reviews on this platform, as they all seem to share similarities (slowness and favouring the company).

My complaint stems from a local garage doing an MOT, which caused damage. I share the Motor Ombudsman's redacted reply, followed by my emailed response:

"We've now completed our review and, unfortunately, we can confirm that the business isn't currently accredited to The Motor Ombudsman, so we won't be able to investigate this any further."

My response:

"Couple of quick questions for you to consider, which are all in proceeding order for ease of your understanding;

1: Do you think I would have started this complaint/got you involved if the company was not accredited with the Motor Ombudsman (answer- no, as I would have checked this out before wasting my time)?

2: Considering what I stated in my previous two emails, do you not think that when the company found out I had involved the Motor Ombudsman they quickly changed their business/rescinded their membership (answer- yes, as they are operating in the exact same location, but with a different company name)?

3: Finally, what is the point of toothless, pathetic, and unhelpful organisations such as the Motor Ombudsman (answer- no point, as they are a bunch of useless idiots and could not give two hoots about affected customers they are meant to represent)?"

This perfectly sums up how toothless this organisation is and encapsulates what most other negative reviews are saying.

They would not act on my complaint.
They told me to phone Trading Standards to get a form filled out.
Trading Standards would not do it.
Dealer still has my Disabled wheelchair vehicle.
I have nothing. No loan vehicle.

I felt listened to and taken seriously. The person I spoke to was very helpful and explained the procedure well. The application process was very straight forward without any delays.

Fab advisor
Great knowledge and advise

Clear professional communication

Ease of initial contact on line. However, the information i gave had to be kept brief and to the point. After my complaint was accepted I was kept up to date with regular progress reports. Be prepared for a long process. Have all relevant information to hand to help the case file.

Short story.

I ordered a second hand passat....true it was 10 years old! From VW Tamworth.
I communicated via email and the representative at VW ensured me that the cars bodywork was immaculate.
On arrival the car door was bent.
I sent all info to the M.O in black and white.
And they believed that as the car was 10 years old this was normal.
If I was dealing with Ebay I would imagine that a return or a deal would be made as the seller had not mentioned the damage.
In a court of law age would be irrelevant.

Perfect communication

I gave The Motor Ombudsman 1 out of 10 and that pretty much sums up my experience.

The time taken to deal with issues is outrageous. When you go to an Ombudsman, it’s because you’ve already spent enough time trying to sort the problem out with the dealership. You shouldn’t then have to wait months for something to actually happen.

I also came away feeling that the decision-making favours the dealership. I didn’t feel that my evidence and points were given the same weight, which makes you question how independent the whole process really is.

Communication needs to be better, cases need to be dealt with much quicker, and consumers need to feel like they’re actually being listened to.

There’s no point having an Ombudsman if, by the end of the process, you have less confidence in them than when you started.

Waste of time, gave them all the information and pictures of how bad the service I received! They did nothing.

A year to conclude! This has taken a year for them to do their review of my case, they have clearly not read the complaint properly or properly investigated, I actually don't know what they have done in that time.

Useless they take months to respond to you.What is the point

I found the whole experience extremely unhelpful without any order .

I now have absolute proof that the Ombudsman lied and ignored clear evidence. A number of points were submitted and accepted but this was watered down to one. Total bias towards the Big Corporate Company who lied to the Motor Ombudsman. Lying to the Motor Ombudsman is supposed to be a serious matter but the lies were allowed. Not impartial. Decision not based on evidence. Natural Justice not served. Therefore the Motor Ombudsman's website is misleading and full of lies. The consumer is misled into thinking these people will follow their own codes and principles and an appropriate decision will follow in about 3 months or so ! No - 2 years later Consumers are badly let down and exhausted with all the work we had to do - our warrantees and 3 year service covers are almost expired. (Meanwhile the Big CC is not expected to provide any evidence and a one page statement full of lies is accepted by TMO). Also there is a BIG CONFLICT OF INTEREST - funded by the Big CC's = protection for the Big CC's. Consumers support the UK Economy... we deserve better support and protection from dodgy individuals working for the Big CC's.