Motor Ombudsman reports that used car disputes remain steady

Engine failures and poor customer service remain key concerns for consumers

Motor Ombudsman reports that used car disputes remain steady

A new Insight Report from The Motor Ombudsman has revealed that disputes relating to used car purchases from retailers accounted for approximately 40% of all consumer complaints received in 2024. This figure has remained relatively consistent over the past three years, indicating that the majority of used car transactions are successfully completed without major issues.

The report analysed data from over 16,300 used car disputes logged with The Motor Ombudsman in 2024. Engine failures, including issues such as timing chain failures, blown turbos, coolant leaks, and spark plug failures, emerged as the most significant cause of consumer complaints, accounting for a substantial 58% of all cases.

Dissatisfaction with the level of customer service provided by the retailer was the second most prominent reason for complaints, representing 17% of all cases. Issues such as breaches of agreement made at the point of sale, missing documentation at handover, and discrepancies in the disclosed vehicle history were frequently cited by consumers.

While petrol and diesel vehicles continue to dominate the used car market, with 91% of complaints relating to these fuel types, the number of complaints regarding electric vehicles (EVs) is gradually increasing, reflecting the growing popularity of these vehicles in the used car market.

Bodywork and fixture issues, such as leaking tailgates, paintwork defects, and faulty safety latches, accounted for 7% of complaints, while concerns regarding transmission issues and electrical system failures accounted for 4% and 3% respectively.

The report also analysed consumer preferences regarding desired resolutions for their disputes. Nearly a third (29%) of consumers sought an outright rejection of their vehicle and a replacement with an equivalent model. A further 26% sought a full refund for the price paid, while 18% were primarily seeking a free-of-charge repair to rectify the identified issues.

To help mitigate the risk of encountering issues with a used car purchase, The Motor Ombudsman encourages consumers to:

  • Shop around at reputable retailers: Utilise the Motor Ombudsman’s Garage Finder to locate Motor Ombudsman-accredited retailers.
  • Conduct thorough research: Review the Motor Ombudsman’s Used Car Buying Guide for valuable advice and considerations.
  • Check vehicle history: Obtain a comprehensive vehicle history report, including MOT history, service records, and any outstanding finance.
  • Inspect the vehicle thoroughly: Conduct a thorough inspection of the vehicle, including a test drive, to identify any potential issues.

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.”

Bill added: “Consumers doing thorough research and due diligence to reduce the chance of detriment later on down the road is paramount, to find a trustworthy retailer, and because used cars offer differing levels of history and condition. What’s more, if something should go wrong after getting the keys, it is important that consumers give the seller the opportunity to put things right in the first instance, before turning to an impartial third party, such as The Motor Ombudsman, for help bringing a complaint to a satisfactory resolution for both the customer and the business.”

The Motor Ombudsman’s Insight Report on used car purchase disputes provides valuable insights into the key concerns of consumers and offers guidance to both consumers and businesses in the used car market.

The Motor Ombudsman’s Insight Report on used car purchase disputes can be viewed by clicking here.

To view The Motor Ombudsman’s Motor Industry Code of Practice for Vehicle Sales, please click here.

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