The Motor Ombudsman Avis 

I have already done the review

I took them more than 20.months for them to decide they couldn't get involved! Amazing, as this contradicts all advice from other sources!

The person u spoke to listened he was courteous and polite and after listing to our story he agreed he could help us.

The advise was very sympathetic and understood my case

Rubbish customer service - no communication whatsoever

They didn’t resolve the matter to my satisfaction

Time scale for any help is ridiculous. Six months just to be assigned an agent

My only thoughts so far are that this process is incredibly slow. I reported a case in 2024. It was accepted in May 2024 and since that time it has been an incredibly slow process with no resolve. When I did get asked to submit my evidence it always came with a strict 10 day turn around deadline (Otherwise the case would be closed). I met all these deadlines within 24 hours of the requests. I have had little to no communication from TMO. I have asked on several occasions for an update but receive nothing other than an automated response. I called today and spoke with a chap who apologised and said I should get a response within 1 to 4 months. He also said it was in the process of being sent to an adjudicator. I received the very same advice last time I rang and spoke to a member of the TMO...a year ago! It has now been over 2 years and 3 months since my case was accepted and it is still outstanding with zero updates or replies to my emails. Very disappointed with this service I am afraid to say

The politeness of the company is always good.
Unfortunately that is where the rest really goes really badly wrong..
The time it takes to get through to the process is seriously bad, from reporting in Oct 25 to April to then be told it can take up to 90 days.. To then in August question how much more to be told by Christmas due to back log is simply appalling.. Being a professional set up it should never be this bad.
To add, you send in the information and nothing for weeks and then a response that says we want this within days or case closed is simply dreadful..
Not sure is running the show but its just not good enough especially when you here the automated system speaking..

The consumer advisor from The Motor Ombudsman was polite, friendly, knowledgeable and was also empathetic to my problem. Simon was able to signpost me to the relevant service required and then followed up by sending me an email which had contact details for the Citizens Advice bureau. It was so refreshing to speak to someone from your team who is professional in their work. I would recommend your service to anyone. Many thanks!

They listened to me, asked to submit relevant documents to investigate thoroughly and they kept me constantly updated

Call handler very polite, and advised my next step.

Fabulous someone who listens to me and my complaints, a friendly helpful person on the other end of the phone.

Although unable to progress my complaint, nevertheless helped by pointing me in the right direction.

Been waiting a year now for an update on my case, they said 90 days but no matter how many times i email in for an update, no response back. Feels like a complete waste of time!!!

To wait nearly 2 years for an answer in which I didn’t agree with,never spoke directly to me just sided with the car company without asking me about the appauling sales techniques of the arrogant sales person

Your advisor was knowledgeable and listened to my problems.

It took 2.5 years to have a verdict, that was lightly reviewed. I disagree, but I don't have any apetite to wait another 2.5 years to object. They gave the impression that they delay on purpose so you don't have any stamina to object on their decision.