Motor Ombudsman’s Insight Report lifts lid on disputes
The Motor Ombudsman’s Insight Report has revealed that nearly half of all new dispute cases in 2024 related to used car sales.
The Report found that disputes in relation to buying a used car from a retailer accounted for 40% of all the new cases opened by customers last year.
This compares to 41% in 2023 and 38% in 2022.
Meanwhile, despite the volume of motoring complaints rising on an annual basis, disputes in relation to second-hand cars bought from a business represented less than one per cent of all used vehicle transactions in the UK last year, suggesting an overall high rate of satisfaction amongst car owners with their purchase.
Of the estimated 16,300 disputes, 58% stemmed from an issue with a vehicle’s engine, with poor customer service accounting for 17% of disputes and bodywork and fixtures leading to seven per cent of disputes.
Bill Fennell, chief ombudsman and managing director of The Motor Ombudsman, said: “Used cars can prove a cost-effective gateway to car ownership, as an alternative to ordering from new. However, for the comparatively lower price, this readily brings a degree of usage and wear from previous ownership.
“As our latest report has shown, the majority of issues stem from what can be found under the bonnet. This, however, may not immediately be evident to buyers, coupled with the fact that any prior issues may not have been disclosed during the purchase process.”
