Repair complaints to Motor Ombudsman up nearly a third
The Motor Ombudsman’s dispute resolution service received more service and repair complaints from customers in the third quarter of the year than ever before.
From 1 July to 30 September it received 1,586 new submissions from motorists, up 18% from 1,348 in the third quarter of 2023, and the highest number for those months so far recorded.
Meanwhile, the number of new cases at The Motor Ombudsman was only slightly down on the all-time high of 1,657 service and repair cases logged in the second quarter of this year, meaning that so far this year a total of 4,847 new cases have been logged.
This represents a rise of 29% compared to the opening three quarters of 2023.
Repair complaints
Nearly 40% of cases fall in the ‘drivetrain’ category, which encompasses the engine and its individual components, transmission, fuel and exhaust systems, while customer service accounted for 32% of disputes.
Issues with the chassis area – suspension, brakes, wheels, and steering – accounted for nine per cent of complaints, slightly ahead of those relating to electrical systems (eight per cent).
Bill Fennell, chief ombudsman, said: “The overall trend seen this year is that we have observed a significant increase in the number of contacts and cases across all of our Codes of Practice, not just in relation to service and repair disputes.
“With the rising costs of maintaining and operating a vehicle, coupled with the broader financial pressures on households, consumers are more likely to raise a complaint to help recoup any detriment that they may have considered to have suffered, and are submitting far more detailed and comprehensive evidence to bolster their case.”
