Motor Ombudsman sees surge in service and repair disputes

Increased consumer awareness and financial pressures drive rise in complaints

Motor Ombudsman sees surge in service and repair disputes

The Motor Ombudsman has reported a significant increase in service and repair complaints in the third quarter of 2024. This period saw an 18% rise in cases compared to the same time last year.

The most common source of complaints remained issues with the drivetrain, accounting for nearly 40% of all cases. This category encompasses problems with engines, transmissions, fuel systems, and exhaust systems.

Customer service dissatisfaction also emerged as a major concern, with 32% of complaints related to poor service experiences. Issues such as unauthorised repairs, delayed service, and lack of communication were frequently cited.

Other common complaints included electrical system failures, bodywork damage, and interior issues. Diesel cars continued to be the most common source of complaints, followed by petrol vehicles.

Commenting on the latest figures, Bill Fennell, Chief Ombudsman and Managing Director of The Motor 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.

”Bill added: “With the car parc being predominantly petrol and diesel models, the drivetrain area of a vehicle continues to generate the highest volume of service and repair complaints, but this will no doubt see a shift once EV sales become more prominent in the run-up 2030.”

The Motor Ombudsman attributes the rise in complaints to increased consumer awareness of their rights and the financial pressures faced by many motorists. The organisation offers a free Alternative Dispute Resolution (ADR) service to help resolve disputes between consumers and automotive businesses.

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