The Motor Ombudsman Avis 

Professional. A bit slow at times. Limited powers. Worth a go but don’t hold your breath! Mercedes had serviced my car. Negligent servicing - resulted in oil on my driveway. Mercedes walked away from problem. Ombudsman were unable to get Mercedes to get drive cleaned or repaired. Now having to go down media, social media and legal routes.

I’d give zero stars if I could
Waited months for a response after being told I had a legitimate reason for complaint. To be told I should have complained to dealership, not the car manufacturer. Now they tell me they can’t intervene as my dealership does not subscribe to the service!
A service that is designed to protect the manufacturer in every case, all bark and no bite. Paid for by the very companies you are often having issues with. Corrupt and not independent

Not everyone is computer literate

Funded by the motor industry to support the motor industry. AI response no empathy or understanding. A waste of time

What a waste of months and months and effort,if I had known all they was going to do was basically to ask the clearly obvious dodgy corrupt car supermarket “could you please pay back the thousands of pounds you conned this person out of or at least pay compensation as we have clear evidence of this con” and then they just said back “no we don’t want to “what a complete waste of everyone’s time and I believe they even get paid at the motor ombudsman 😐

Total waste of time, took well over a year to be rejected, even when Skoda already tried to fix the problem under warranty (£3500) and a recorded call admitting they were aware of the issue. Now left with a lethal car.

Unanswered emails and failed to adhere to internal timescales and processes. Emailed Ombudsman’s for an updated. No response. Rang them to find out the status only to find nothing had been done for 4 months. No response had been provided by the Dealership, and they did not follow their internal procedures to send a “Final Reminder” letter. My advice - chase Ombudsman weekly!

Our case is still ongoing therefore unable to give 5 * as not sure of the outcome, hence 3 *. However, contact todate about progress and next stage has been good. Will give further review when outcome known.

I notice most of the positive reviews are people saying that they're very useful with the initial conversation (possibly to recommend that its not worth carrying on with their action). After a couple of weeks I received a reply that told me my case was legitimate and the investigation would start in 4 months time. Believing the issue would be resolved I put all other means of action on hold and stopped contacting the manufacturer and retailer. Approaching that date they said it would be delayed due to a similar case going through the courts even though it was a different manufacturer with different symptoms. After 3 months of emailing them updates and calling them I have heard nothing while the state my car continues to deteriorate. When you call, the place is either closed for updates (as it was today) or you get put in a queue that hangs up automatically after 30 minutes. Which happens a lot! When you finally get through (took me 4 times once) their standard response is that they will pass the information to the case worker. I am now pursuing legal action through my own solicitor. Despite the misleading name and domain extension, this organisation is funded by the manufacturers and retailers and I truly believe the aim, to some extent at least, is to dissuade the consumer from taking their own independent legal action or delay their action until after their own consumer rights have expired. I strongly advise to not rely upon this "organisation" after raising a case. It says it is "backed" by the government which is a very vague statement but whether it abides by government regulations or is audited by the government to any extent is another question.

Advisor listened to my complaint and was sympathetic after hearing how I had been treated so badly and lied to by staff at Chapelhouse Motors

Took 2 years to even look at the case(sic). Did not objectively look at evidence producing a perverse judgement. Asked to make a formal complaint-no response.Genuinely shocked at very poor service, timing & judgement. Would not have bothered as seem on side of garage.

Very helpful, there's not much more to say, just that it's nice to speak to people who truly listen to your issue's and do the best they possibly can to help.well done motor ombudsman.

The advisor was very helpfull and clear with the information

Brilliant and helpful service from the Ombudsman and it's staff. I find what these can offer is a fair resolution when garages have played dirty, which sadly seems to be a regular occurrence. I had a negative experience with Vertu Motors and decided to escalate it. It can be a lengthy process, but definitely worth the wait, if you get a fair resolution.

Awful communication, took nearly a year to resolve, repeated requests to "We Transfer" data which was then not downloaded, Everyone seemed to either be off sick or working from home. Total farce. Was resolved satisfactorily in the end.

My experience with the Ombudsman was very poor, sad to say. They didn't properly investigate my case and failed to act when provided with ample email evidence that Yeomans Van Centre in Exeter had offered me a new engine for my VW Transporter after they botched the fitting of a new timing belt on my vehicle, which resulted in significant damage, which I'm left with to this day.
Yeomans reneged that offer a few days later, which naturally left me with significant doubt about the actual condition of my engine.
The Ombudsman as you can see from countless other reviews are a disgrace and I'm seeking to take action against them too. They think I've gone away and accepted this, fools.
I wonder how TMO representatives sleep at night when they know how poorly they perform and how they disappoint clients.

The advisor was prompt and knowledgeable.

Terrible organisation, not fit for purpose. They side with the garage even when the garage doesn’t reply or provide any evidence to defend itself whatsoever. My evidence is completely disregarded. Are they truly an ombudsman ?

Very awful. I regret wasting my time on this service. The adjudicator was biased and totally unprofessional. She was assuming things that have never happened. I believe she was using AI to decide my case instead of her, which is disastrous. The adjucater's name was Shamillah Nazziwa /
Adjudicator Grade 2. She's one of the worst humans i have ever dealt with and I don't know how the motor Ombudsman even hired her.

Load off rubbish just all out for company total white wash