The Motor Ombudsman Avis 

Dear Motor Ombudsman,

Although Car Planet Trading Limited was not affiliated with the Motor Ombudsman at the time of my original complaint, I was ultimately advised to pursue the matter through the courts, I felt it was important to provide this further review and update in relation to my experience from my last call

I have now spent 14 months pursuing my consumer rights through the courts. Judgment has been entered in my favour and enforcement has been transferred to the High Court for collection. I also have a further court hearing listed in relation to my amended claim for my additional out-of-pocket losses. My vehicle is currently with Renault undergoing what the courts consider to be a gold-standard inspection.

I appreciate that the Motor Ombudsman may not be able to investigate this matter further, but I believe it is important that my experience is recorded under my existing reference.

On 1 August 2026, I held a peaceful consumer protest outside Car Planet Trading Limited’s premises in Watford. This was my first protest but was the 3rd in total attended by members of our Facebook consumer support group.

During the protest, I allege that members of Car Planet staff harassed and ridiculed us. I also allege that they attempted to portray the protest as racially motivated to insight others, despite the fact that it related solely to my consumer dispute and my experience as a customer. At no stage did I, or anyone supporting me, target any individual or the business because of race, ethnicity, nationality or religion.

The police attended after being called by Car Planet staff. The officers did not require us to leave and advised that we were doing nothing unlawful. My understanding was that the officers were concerned that police resources had been used unnecessarily and that the situation created by Car Planet staff own actions had contributed to traffic disruption blocking the roundabout entrance to their business.

I also object to suggestions made by Car Planet staff that I have refused to engage in resolving this dispute. The court record demonstrates that Car Planet failed to engage with the court process, despite numerous opportunities extended to them to do so. My protest arose only after every reasonable attempt to resolve the matter through the appropriate channels had failed.

Throughout the day, between approximately 10:30 a.m. and 7:00 p.m, I was told on four separate occasions that Car Planet would never pay me, or comply with any court order, because they don’t have to and would never refund me.
Towards the end of the day, I was verbally offered £8,100 if I would make the matter “go away”. No written offer was ever provided.
I found this particularly upsetting. After 14 months of litigation, significant financial loss and the stress of enforcing a court judgment, I was disappointed to receive what appeared to be a verbal offer only, whilst at the same time being told that court orders would not be honoured. I remain substantially out of pocket because Car Planet failed to honour my statutory consumer rights after selling me a vehicle which I say they misrepresented before purchase when the court has found in my favour twice now.

In my view, the conduct I experienced falls well below the standards that consumers should expect from a motor dealer. I believe businesses should deal with consumer complaints professionally, respect court processes and treat customers with dignity, even where there is disagreement.

Although I understand the Motor Ombudsman may be limited in what action it can now take for me, I ask that this correspondence be placed on file under reference 00275399 as a record of my ongoing experience with Car Planet Trading Limited, and to make you aware that further meetings will continue to be held until car planet want to settle the case and acknowledge they should have done so 14 months ago.
I do not appreciate the courtesy calls they make around received court judgment letters, to rub my nose in ignoring the courts, which I recorded. Professional companies do not gloat and shout about customers not engaging when it has consistently been car planet who have ignored all requests and ignored court letters, court dates and judgments, deflecting onto their customers being at fault.

Are they above the law? They certainly think they are, with their Jekyll and Hyde, babbling baffoon, screaming shouting behaviour demonstrated yesterday.

Topped of with an offer they have denied me and lower than the first court judgement last September 2025.
Their stalling tactics, not settling will draw them more poor attention, however they stated being there doesn’t affect their business, they had sold their daily sales quota by lunchtime, although seemed very irritated at our presence.
Thanks

Delay of over a year to review my case, then an arbitartor who was overly biased with BMW, he could not think through the problem from both angles - he should work on his problem solving skills beofe taking up such a role.

Excellent and efficient. We thought there was no hope but after talking to you guys we can see a light at the end of the tunnel

Just referencing facts for others to make own assessments and decisions in comparison to their own: It is now 288 days since I submitted all my information and the investigation process started. 19months since my car became useless. At present I have no choice but to trust the process allowing for a large backlog of cases. It took over 180 days before the case began awaiting adjudicator allocation and I am again waiting for only the second requested update submitted 5 days ago. My case and claim is based on what I believe should be a very simple consumer rights issue which became more convoluted due to expecting dealership to behave honourably. I submitted all documents, evidence and communication including photos and videos, highlighted and referred to relevant warranty items, and clearly identified legal stances and legal responsibilities. Essentially I entered into the process thinking I'd done most of the hard work for the Ombudsman. Can't say much more as still awaiting update (and outcome) but the time issue is becoming of major concern. Have kept costings to minimum but this has meant the car in question has been in off road for 19months and is likely to be only worth the cost of towing it to scrap by this time. The option of having the engine stripped down and diagnosed by an independent technician has not been mentioned by the Ombudsman despite being raised twice by myself during the process. I seriously doubt this would now be of any use at this point as 19 months immobile I can assume has left it in a state with little to retrospecrively diagnose. I'm a patient man, but this is testing me. What I will say is that many of the negative reviews have left me a little disheartened after I was entirely positive on submission of claim.

Professional

I am extremely disappointed with my experience with The Motor Ombudsman. The process has been incredibly slow, with months passing and very little meaningful progress. Instead of resolving my complaint, I received repeated administrative update emails informing me about delays and process changes.

My case has even been classified as a "complex case", which means even more waiting without any clear timeframe for a decision. While the administration team has kept me informed, the overall process has been frustrating and inefficient.

Consumers use an ombudsman expecting an independent and timely resolution. Unfortunately, my experience has been the opposite. I hope the organisation reviews its complaint handling process and significantly reduces the time customers have to wait for decisions.

A toothless tiger. The dealer just didn’t bother to reply to any of their correspondence, then they just put all the responsibility on the customer to prove the issue which was never going to be possible. This was a complete waste of time and energy.

Don’t ignore the facts! How many times , as a percentage, of cases handled , do you find in favour of the Motor dealerships as opposed to members of the public?
I cannot agree that failure after nine months use , on a brand new vehicle , should be regarded as as “fair wear & tear” that I should be liable for Note the use and definition of the word “Fair”!

Great advice

They couldn't help me with my issue but gave the some really good advise and pointed me in the right direction.

Simon was helpful, empathetic and efficient with the advice I was given

Very little communication and it was all automated. still waiting for an update on my case 4 months later

absolutely 100% on the side of the manufacturer you can wait over 12 months and bear in mind you are clocking mileage on the vehicle which if the manufacturer takes the vehicle back will charge you for this mileage so you buy a brand new car find that it's got a fault and you are expected to park it up on your drive so you do not clock up the mileage WHY IS THE MOTOR OMBUDSMAN STILL IN EXISTENCE WHEN THEY ARE ABSOLUTELY USELESS

At the end of the day I paid Mercedes for a diagnostic, they then wanted to charge an additional £500plus for further inspection. I took a it to another company who found the issue within the diagnostic! Yet you said I shouldn’t have a refund from Mercedes…. Crazy!

You have stated that the company Read Alfa no longer exists, yet it was a part of Read Motors which still exists and is selling cars including old Alfa stock they have left over.

How do I know this and yet your organisation does not seem to?

Great service once our case was assigned to a case worker. Clear and prompt communication

Fair and professional

I’m extremely disappointed with the service from The Motor Ombudsman.
It took around a year for my case to even be looked at. After that long wait, I received an email advising that the case would be resolved within 90 days. We are now two months beyond that 90-day timeframe, and I still have not received any update, decision, or meaningful communication.
I have sent two follow-up emails. Both generated the standard automated acknowledgement, but I have heard nothing further from anyone dealing with the case.
I appreciate that organisations can have backlogs, but the lack of communication is unacceptable. If deadlines are given, they should either be met or customers should at least be kept informed about delays.
In a world where AI and modern technology are increasingly used to streamline administrative work, I would have expected case handling to be far more efficient, with investigators focusing on reviewing cases and checking for errors rather than leaving customers waiting for months with no updates.
At the moment, the process feels slow, unresponsive, and frustrating, and it has significantly reduced my confidence in The Motor Ombudsman as an effective dispute resolution service.

They had the absolute audacity to send for feedback, the service is abysmal. Do yourself a favour do not use them, they work fur the business not the consumer.

Really disappointing the way she handled the call