The Motor Ombudsman Avis 

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.

Already highlighted in my response.

Biased towards the motor industry, lack any compassion and fairness towards consumers

Terrible customer service and really slow service!

Be more communicative.

My original complaint fell into the hands of a case handler who had no drive and did nothing, ahead of finally leaving the service. My complaint was eventually picked up by Christopher Li who was outstanding and had the matter resolved in weeks. From inane to outstanding!

I mistakenly thought this was an impartial government backed organisation, didn't realise it was a private company.
The process is slow and difficult to use.
Almost a year to reach a conclusion.
The case reference number is in itself complicated
A degree of skills and facilities is required to submit evidence, skills and facilities I do not have. After ten months I elected not to pursue the issue, though I still have a substandard car with a questionable service history.

The Motor Ombudsman could not help as Stoneacre Group refused to engage with them:
Stoneacre told me they would replace a 640EN battery and charged £195 + VAT only to put in a 360EN, underspecified by aftermarket vendors for a 1.6 lt petrol automatic Kia Venga. I only noticed by checking under the b0nnet - this was not as promised or as listed on the invoice. This is misrepresentation under the Consumer Rights Act but they refused to rectify this at branch, regional and Head Office / MD level. Now with the bank Section 75 team and the Trading Standards. Maybe soon found on Rip Off Britain or similar !!
Stoneacre gets -5 Stars

Clear concise information. Very friendly and extremely helpful.

Pointless interaction with little or no information relevant on the website ( that I could find) with a restrictive date schedule that doesn’t allow information to be relayed adequately. Long wait times to speak to someone to find they didn’t handle my issue anyway

The system needs to be more user friendly. They did not take into account that the first contract I signed was for a different car and I paid more for money fir the first payment for this than the car I received, and have never been reimbursed eve. Though it is only a few pounds ds difference.

The Motor Ombudsman does not represent the consumer it is another government Quango that is only there to serve the corporate needs of the motor industry

Submitted report last year, no response or asssistance. But now they email me asking for feedback. My honest feedback is I haven’t had an ounce of assistance and as a result can only give negative feedback

Very helpful and easy to understand information given to help we hope solve our problem.

very poor service

I'm sorry to say this, but I've only got 2 months left to sort this car out from this dealer. That said nothing about the faults on the car, and one of them was an. SRS malfunction on the vauxhall was not to be driven because the airbag and under the seats of wires were cut to the airbag, and I was told not to drive this car, and I've got no vehicle, and I can't do anything at the moment. I've sent letters to the person I've emailed the person and I've less text message to you and he's just ignored all of them i didn't receive the mot from them or the part. Exchange document and invoices for my mini. For this car, it said nothing about the malfunctions on the car. I've got 4 error codes. I've, like I said under the seat of both driver and passenger seat. warring. cut and not put back to properly he said he'll get his electrical team too fis the airbag and and he said he was going to send a new air bag for me to sort out, but never did.It was supposed to send me the cause.Information of service never received that i've had no paperwork from him.Just the log book of the old log book on it to fix it, and oh my God, nothing has been fixed. and the airbag symbol is on the dashboard And you'll say to me, I've got to wait longer, but I can't wait longer. I've only got 2 months on to thi be Sorted out well, so I'm going to lose the deadline after the 6 months and then I can't do nothing. You sent me an email saying it's going to take long because you've got experience a lot of people come into you and I've only got 2 months in which this to get sorted.