The Motor Ombudsman Avis 

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.

Waste of time contacting them

Received my hard copy very quickly.

I still have an on going case that you are handling, but to date I am impressed on the way it is being handled.

They got there in the end but it took over two years for anyone to look at my case. Even then they didn’t do anything when the garage didn’t comply, it was going to take another couple of years to go to final review. However, in the end I myself got the garage to comply so I did get my money back in the end and ultimately it was thanks to the ombudsman.

I’m very pleased with the service I received. Very helpful and efficient

I havnt resolved my adr for my car repairs which has cost me over 6000 I’m out of work and can’t pay anything to put things right and I’ve now been told I’ve got severe osteoarthritis in my knees apart from anything I am quite happy

Took nearly 18months repeating requests and ultimately didn`t see the Audi Truro (AT)did anything wrong. Despite selling us an Q2 with 4000 miles that after only 6 months the part at the front that holds the bumper grill on corroded. AT said this part had weathered, i asked a local body shop of 50 years experience that said it was still in the transit paint. The service manager went on to suggest i crawl under the car to see corrosion which is normal, my problem being i had a stroke in 2020 so highly unlikely i would be doing this. The Motor Ombudsman didn`t consider AT had done anything wrong. I will never waste my time again i suggest others don`t.

So far so good

Took months to make a terrible decision

Had to constantly chase

This has proved to be a super slow process. Our problem was reported to the Ombudsman in November 2025 and we were placed in a que. We then had to wait until March 2026 before being asked to submit our case and evidence (which we did within a few weeks). It then took until August 2026 before being allocated to an adjudicator to make a decision and we have now been advised that it could still take another 90 days (or more) for an outcome!
So the process is likely to end up taking over a year to complete and we understand that this is due to the high demand for the service - so hire more staff!

Gentleman was Polite and Listened to my Complaints.HOWEVER even with Supported Legal Evidence from which I went to ,which showed I was correct,it was Surprisingly not Supported.

Awful customer service, I had to constantly chase to see what was going on.

Never had to use the Ombudsman before I found it quite frustrating understanding the necessity of why they needed certain documents.

You cannot even submit testimonial about poor service, there website is poorly maintained

Honestly there is no point going to them. They don’t respond back to emails and they took 3 years to give me the wrong decision. Pathetic

Very much against the consumer. Outdated amd extremely punishing formulas - modern Car lifespan of 100,000 miles is a absurd. 0.35p per miles on the milage is also extremely high pcp deal will only charge you around 0.10p per mile.

No protection for the consumer, no policing, punishments to prevent dodgy dealers from foul play in present and future. Overall a very outdated, negative and extremely slow process from start to finish.. wouldnt surprise me if the whole thing is corrupted.

Only person who has been punished is the consumer.. years of waiting for an outcome and now left majorly out of pocket and actually now in financial hardship due to the lack of sympathy and empathy from the Ombudsman.
What kind of formula says that a modern day car only has a lifespan of 100,000 miles? Go on autotrader and your see thousands 100,000+ and to be charged 35p per mile when pcp penalties are much lower is outrageous! This is not a consumer friendly service be careful!!!

Great help !

Simon was extremely helpful and sympathetic to the problem my son had experienced. Unfortunately however, he had to refer me back to Citizens Advice.