The Motor Ombudsman Avis 

So far the experience has been a pleasure to use the motor ombudsman services…communication has been great between both parties.
As my case is ongoing there is no more that I can add at present..
Janet from group 1 ford was very polite & professional..so thank you Janet…
At the moment there hasn’t been a solution ,service from the motor ombudsman has been professional & my complaint is ongoing against the company that I am having to deal with…

The case worker has misunderstood this claim and and did not raise it with Honda uk which is where the issue is. I am very disappointed and still £600 out of pocket. A complete waist of my time. A telephone call would have been advantageous to gather more information as the form is just a template.

Over 13 months befoe 1st response.
Full of errors including misrepresenting the vehicle as second hand when it was brand new.

No investigation of anything. Expected spoon feeding and never questioned supplier information at all,but demanded proof for every point that the complainant made.

It took TMO just shy of 2 years to deal with my complaint and even when a final decision was made in my favour the garage wouldn't accept it. I now have to go to Court to enforce the decision, but can't claim the legal expenses of doing this so will be out of pocket. There has been no follow up regarding action taken against their member (the garage) which makes me wonder how well they are regulating. It's all very shambolic!!

Eight months and counting and still no conclusive response or outcome from my application. Initial consultant simply abandoned the application, second person was helpful but information was requested in July and no response received since.

Two years! Two years it took The Motors Ombudsman to review my case and side with the dealership although the dealership refused to engage with them. This Ombudsman is a complete farce. Obviously overworked and incompetent from the initial consultant to the very end. Endless chase ups, no responses until I wrote to my local MP and raised a complaint directly with them. Complete and utter waste of mine and everybody else's time and energy. Zero stars!

My case is still in progress but TMO has shown the willingness to get to the bottom of it.

Don’t even bother using them. They took over a year to come to a conclusion. All emails are ignored they just go at their own slow pace. Timescales are ignored and I put in two complaints against themselves as they weren’t dealing with anything and eventually I got one response acknowledging this- but nothing happened. It’s not surprising car dealerships encourage you to go through them as they know how useless they are and you haven’t a hope in hell of winning

Although I didn’t get the answer I was looking for the agent was very knowledgeable and helpful

TMO ignored writers key evidence and chose to accept inconceivable business evidence.
TMO sought to dismiss the claim because the wrong warranty type was selected, despite being corrected in summer 2024. Still used this as key ground for final rejection.

Clear advice given

always thought you were impartial but my experience clearly shows you are not

The company was far too quick to foreclose the claim at the first minor blip - in this case a change of business address of the company. I am very annoyed about this because a simple cross check could have resolved this and now the hours of work, evidence accumulation etc. is for nothing and I have to start again. Or just let it go. I know the caseload is high but what’s the point of such an organisation if it simply exists to buffer claims and then make them go away?

Ridiculous wait time. 6 months plus for resolution is pointless. Designed for people to give up.

I would highly recommend The Motor Ombudsman to anyone who is experiencing unfair treatment from their motor supplier.
They were professional, and once a case worker was assigned, the matter was resolved quickly with the outcome I asked for.

The Agent I spoke to was very supported and very knowledgeable which was a great help to me .
I would recommend anybody having problems with a Vehicle they have purchased to contact the Motor Ombudsman.

They put us in the right direction
And we’re very sympathetic to our dispute

Simon was friendly knowledgeable and sympathetic. He was very informative. A good job

east to contact by land-line phone, simple talk through experiance & very polite.