Used Cars

Insight Report: 2024 used car purchase disputes

A report on used vehicle purchases published by The Motor Ombudsman can be downloaded as a PDF

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Infographic: 2024 used car purchase complaints

To view and download the infographic below on the used car purchase complaints submitted by consumers to The Motor Ombudsman

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Infographic: 2023 used car purchase complaints

To view and download the infographic below on the used car purchase complaints submitted by consumers to The Motor Ombudsman

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Service and Repair

Every year, The Motor Ombudsman conducts research amongst vehicle repairers across the UK, to look at the approach of consumers in relation to the repair and maintenance of their vehicles. The key findings of the research are presented in a report, identifying key statistics and trends. 

The reports can be downloaded as a PDF by clicking on the blue links or the cover images below.

Independent Garage and Franchised Dealer Workshop Report – 2025 Review and 2026 Outlook

To view and download the report below

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Industry Insight Report: Independent Garage and Franchise Dealer Workshop Survey

To view and download the industry insight report below

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Independent Garage and Franchised Dealer Workshop Report – 2024 Review and 2025 Outlook

To view and download the report below

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Independent Garage and Franchised Dealer Workshop Report – 2023 Review and 2024 Outlook

To view and download the report below

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Independent Garage and Franchised Dealer Workshop Report – 2022 Review and 2023 Outlook

To view and download the report below

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Read The Motor Ombudsman’s annual ICAP Report here.

The post Industry Insights appeared first on The Motor Ombudsman.

Helen, a new Renault Captur owner, has been selected as the latest winner of The Motor Ombudsman’s quarterly prize draw, receiving £500 in vouchers.

She was one of hundreds of drivers who completed an online feedback survey for the Service and Repair or Vehicle Sales Code in the third quarter of this year. Her review followed a visit to Marshall Ford of King’s Lynn, a Motor Ombudsman-accredited dealership in Norfolk.

After her recent purchase, Helen rated her overall experience with a 10 out of 10. She praised various aspects of the transaction, including the assistance and product knowledge provided by the sales team, the clarity of the explanation and presentation of terms and conditions and documents, the smoothness of the vehicle handover, the condition of the car, and the assistance she received to understand the car’s functions.

In her online review about her vehicle purchase experience, Helen said:

“Connor was a pleasure to do business with. He listened attentively, and answered my questions fully. He was friendly and engaged, and I did not feel under any pressure to buy.”

She added:

“I made a two hour journey to visit Marshall Ford of King’s Lynn, and it was very much worth it for the excellent service and attention to detail I received. Thank you!”

You could be our next winner!

To be in with a chance of winning £500 in vouchers in the upcoming quarterly prize draw, simply leave a review of any Motor Ombudsman-accredited business listed on The Motor Ombudsman’s online Garage Finder.

To participate, visit the business’s profile page and click on the “Rate this garage” button. You’ll be able to share feedback on your experience with a garage, mobile mechanic, bodyshop, repairer, or car dealership following a vehicle service, repair, or MOT, or after buying a new or used vehicle.

The next prize draw will take place in January. 2025 Leave your review, and you might just be the lucky winner!

Main image courtesy of Marshall Ford King’s Lynn

The post New Renault owner wins TMO’s latest prize draw! appeared first on The Motor Ombudsman.

Ian, a Lexus IS300 owner, has been selected as the winner of The Motor Ombudsman’s latest quarterly prize draw, receiving £500 in vouchers.

Ian was among hundreds of motorists who completed an online survey for the Service and Repair or Vehicle Sales Code during the second quarter of the year. His review followed a visit to Avco Motors Ltd, a Motor Ombudsman-accredited business in Hemel Hempstead, Hertfordshire.

After his recent service, Ian rated his experience a with a 10 out of 10, praising all aspects, including the booking process, the quality of the work, the information provided, and the excellent customer service. He added the following review:

“I have been using my local garage for the last three years, and Bob is always outstanding and a real gent. They take pride in their work and their customer service where Nikki is prompt in coming back to you and letting you know if there are added extras before giving the green light to go ahead with the work. I am very happy and grateful to all at Avco as a top garage with genuine and trustworthy mechanics is often hard to come by.”

Ian was delighted to be chosen as a winner and added:

“It came as a real surprise to win the nominated prize as I don’t often enter these competitions. I am overjoyed that Bob and Avco Motors get the recognition that they duly deserve as without the impeccable service they provide I never would have considered entering the prize draw and being in this wonderful position. Thank you to the entire team at Avco Motors Ltd.”.

Want to be our next winner?

You could be in with a chance of winning £500 in vouchers in the next quarterly prize draw! Simply rate and review a Motor Ombudsman-accredited business listed on The Motor Ombudsman’s online Garage Finder.

To participate, visit the business’s profile page and click the “Rate this garage” button. You can provide feedback on your experience with a garage, mobile mechanic, body shop, repairer, or car dealership following a vehicle repair, service, MOT, or the purchase of a new or used car.
The next prize draw will take place in October, so leave your review, and you could be our next lucky winner!

Main image courtesy of AVCO Motors Ltd

The post Lexus owner wins TMO’s latest prize draw! appeared first on The Motor Ombudsman.

Lance has been randomly selected as the winner of £500 in vouchers in The Motor Ombudsman’s latest quarterly prize draw.

The Ford Fiesta ST-3 owner, was among hundreds of motorists who completed an online Service and Repair or Vehicle Sales Code survey during the first three months of the year, after using a Motor Ombudsman-accredited business.

Following his recent visit to Jacksons Service and Sales Ltd, a family-run garage based in Teddington, which is authorised by Ford for servicing and repairs, Lance gave a ten out of ten rating for all aspects of his experience, which included the booking process, quality of work, information provided, and the level of customer service he received. He also added the following review:

“Excellent communication, attention to detail, and quality of work.”

To be in with a chance of winning £500 worth of  vouchers in the next quarterly prize draw, all you need to do is to rate and review a Motor Ombudsman-accredited business listed on The Motor Ombudsman’s online Garage Finder.

On the business profile page, you can click on the ‘Rate this garage’ button. You can score the service and leave written feedback about your experience with a  garage, mobile mechanic, bodyshop, repairer or car dealership after visiting them for a vehicle repair, service, MOT or purchase of a new or used car.

The next quarterly prize draw will take place in July, and your review could make you the next lucky winner!

Main image courtesy of Jacksons Service and Sales Ltd.

The post Ford owner named as TMO’s prize draw winner appeared first on The Motor Ombudsman.

To celebrate this year’s International Women’s Day theme of #InspireInclusion, we are highlighting the vital contributions of women within the motor industry and putting the spotlight on some of the incredible women at TMO-accredited businesses and within TMO.

Read some of our TMO Talks To interviews below:

Rebecca Pullan, Managing Director at Carmaster Garage

Click here to read the full interview

Charlotte Clarke, Business Manager at Clarkes4Landys 

Click here to read the full interview

Randeep Reehal, Operations Director at Courtwood Car Services 

Click here to read the full interview

Joanna Saxton, Marketing and Social Media Manager at Eden Tyres & Servicing                        

Click here to read the full interview

Estelle Miller, Director at EV Experts                    

Click here to read the full interview

Sadie Marshall, Ombudsman at The Motor Ombudsman

Click here to read the full interview

Elle-May Wills, MOT Tester at The Test Centre

Click here to read the full interview

Laura Richardson, Claims Assessor at Warranty Solutions Group (WSG)

Click here to read the full interview

The post Inspiring Inclusion: International Women’s Day 2024 appeared first on The Motor Ombudsman.

Our latest prize draw winner David, recently shared his feedback about his visit to Stoke Hammond Service Centre in Milton Keynes, Buckinghamshire, and we’re thrilled to celebrate his glowing review.

He took his Mazda CX-5 for a service and MOT in December, and following the valuable feedback he left about the business on their Garage Finder profile, he was entered into our quarterly prize draw. Out of all the reviews we received between 01^st October and 31^st December 2023, he was randomly selected as the lucky winner, receiving £500 in shopping vouchers.

Thoroughly pleased with every aspect of his experience, David rated Stoke Hammond Service Centre a maximum ten out of ten, and wrote the following:

“Really easy online booking system, Lindsey and Charlie made me feel really welcomed and comfortable, very easy to deal with, very competitive priced, will 100% recommend to all my friends and family, I will be using their wonderful service once again.”

You also have the chance to win £500 in Vouchers!

You too can be in with a chance of winning £500 worth of shopping vouchers in the next quarterly prize draw in April. Follow David’s lead by rating and reviewing any Motor Ombudsman-accredited business listed on our online Garage Finder.

You can leave written feedback on a garage, mobile mechanic, bodyshop, repairer or car dealership after visiting them for a vehicle repair, service, MOT or purchase of a new or used car.

Your review could make you the next lucky winner! Best of luck in the next draw, which will be taking place in April.

Image courtesy of Stoke Hammond Service Centre

The post Mazda CX-5 owner wins TMO’s latest prize draw! appeared first on The Motor Ombudsman.

The Motor Ombudsman, the automotive dispute resolution provider, has some guidance to help keep your car in royal condition for the journey ahead.

Fluids are a lifeline

Fluids and lubricants lie at the heart of a vehicle to keep it functioning correctly. Therefore, take the time to check that oil, as well as the washer and air conditioning fluids, are all topped up to the levels specified by the vehicle manufacturer.

It’s time for a clean, inside and out

If you haven’t cleaned your car for a while, or the kids and pets have made a mess – why not get out in the sun and give it a home wash and vac.

Lighting up the way ahead

Keeping all front and rear lights clean, and in good working order, is essential for them to be fully effective, especially when travelling in the dark or when visibility is poor.

Fuel for thought…

Do not fill the fuel tank completely, especially on hot days. As with most liquids, fuel will expand, and this could lead to it leaking out of the filler neck of the tank or breather. With prices at the pump on the rise, you can take a look at online comparison sites as to where the cheapest unleaded, diesel or LPG can be found within a chosen area.

Also, try not to use the air conditioning for the whole duration or your journey, and only turn it on once all doors and windows are closed. Furthermore, it’s best to turn it off once the air conditioning has cooled the inside of the car to reduce fuel consumption.

Tyres needn’t be tired  

Tyres, are a critical part of road safety. As there’s only a small contact patch separating your car from the tarmac, it’s important that they are maintained to the correct standard and do not become worn beyond the legal minimum tread depth of 1.6mm. Inserting a 20p coin into the tread of the rubber is a quick and easy test to determine whether the depth is above the required limit. If the outer band of the piece cannot be seen when it’s inserted, then the tread is sufficient. Furthermore, look out for splits or bulges, as any high temperatures can worsen any existing damage to the rubber.

It is recommended that tyre pressure, including that of the spare if there is one, is checked at regular intervals.

Check your route

With street parties taking place across the country, there may be road closures affecting your journey and parking options. Make sure you check ahead with any party hosts to identify any potential issues, and leave plenty of time in case the roads are busy.

Make a point to charge ahead

Electric and plug-in hybrid cars are becoming increasingly commonplace, and therefore, if you drive one of these models, it’s important that know where the charging points are along your route, whether in the UK or on the continent. Plan how many miles you are looking to cover, what the distance is between charging areas, and if your accommodation has points available so that you can replenish the battery overnight if needed.

Equally as essential is the health of your battery as it powers the car’s electronic systems. If it’s apparent that your vehicle is proving difficult to start, and the battery is more than five years old, you should look at getting it replaced, as a flat battery is one of the main causes of breaking down. This will help to avoid any unnecessary interruptions to journeys during the holiday period.

Document what you have

Before you set off, make sure that all paperwork is up to date, to stay on the right side of the law. This includes your breakdown (rescue) and insurance policies, car tax (Vehicle Excise Duty) and MOT certificate.

Charges can take their toll

With coin operated barriers fast disappearing from UK roads, make sure that you visit the relevant websites to settle the fee if you plan to pass through any toll booths or congestion charge zones. Similarly, when travelling abroad, make sure that you have loose change or a credit card to hand before setting off.

Need a garage for checks or repairs?  

If you need to find a garage to check the condition of your car before going away on a bank holiday, or are looking to have any repairs done, then you can use our online Garage Finder to find your local Motor Ombudsman-accredited business quickly and easily.

The post TMO’s Top Tips for the bank holiday weekend appeared first on The Motor Ombudsman.

1. The mechanics of mediation in the resolution of motoring disputes

The paper looks at the use of mediation in the sphere of Alternative Dispute Resolution (ADR) in the automotive sector.

Subjects explored in the following paper, include:

• An introduction to the core principles of mediation;
• Approaches to mediation in the Ombudsman sector;
• The use of mediation in The Motor Ombudsman’s ADR process;
• The value of mediation (Ombudsman v Court); and
• Evaluating the effectiveness of mediation.

Download the full paper here

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2. Consumer disputes driven by extended vehicle warranties
(January to September 2023)

The paper looks at the main drivers of consumer complaints about extended vehicle warranties during the first nine months of 2023.

Subjects explored in the following paper, include:

• The nature and profile of vehicle warranty disputes brought to The Motor Ombudsman by consumers;
• The source of consumer warranty claims by vehicle area;
• Key causes of consumer dissatisfaction;
• The personal impact of vehicle faults and warranty disputes on consumers; and
• Case studies demonstrating rationale behind a selection of Motor Ombudsman decisions.

Download the full paper here

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3. Consumer complaints sparked by electric vehicles (January to June 2023)

The paper looks at the main drivers of consumer complaints about electric vehicles (EVs) during the first six months of 2023.

Subjects explored in the following paper, include:

• The electric vehicle (EV) landscape in 2023;
• The principal reasons for complaints to The Motor Ombudsman about EVs;
• The principal resolutions being sought by EV customers to disputes; and
• Case studies illustrating the types of disputes and outcomes that have been brought to The Motor Ombudsman.

Download the full paper here

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4. The impact of the cost of living crisis on disputes in the automotive sector 

The paper looks at the impact of the cost of living crisis on the automotive consumer complaints landscape, and the key trends that The Motor Ombudsman has identified in this area as a result of a more challenging environment for motorists.

Subjects explored in the following paper, include:

• The key factors that contributed to the emergence of the cost of living crisis, and how motorists, as consumers, have been impacted by greater financial pressures;
• A profile of complaints and complainants in the automotive sector;
• An insight into consumer complaints in the face of the cost of living crisis, including the impact on potentially vulnerable individuals; and
• The key conclusions that may be drawn from this paper.

Download the full paper here

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5. Identifying and managing consumer vulnerability effectively in the age of social media

Vulnerable customers turning to social media to explain and emphasise an often desperate situation remains a little talked about subject, if at all, especially within existing vulnerability commentary and guidelines.

This paper therefore discusses how internal processes can be evolved to accommodate how consumers seek help in the digital era, so that organisations can provide more effective and tailored support and assistance to customers.

Download the full paper here

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6. Service and Repair Dispute Trends and Sector Outlook for 2021

After new and used vehicle sales, the service and repair sector is the second largest source of consumer disputes received by The Motor Ombudsman, making up 34% of cases considered by the Ombudsman for the automotive industry in 2020.

This paper explores the:

• Most significant reasons behind the service and repair complaints raised by customers during the first quarter of 2021;
• How this compares to the same period in 2020;
• Remedies that are being sought by consumers to their disputes; and
• What the future may hold for the remainder of this year.

Download the full paper here

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7. Vehicle Sales Dispute Trends (January to June 2021) and Sector Outlook

New and used vehicle sales are the largest drivers of disputes received by The Motor Ombudsman every year, making up 44% of cases considered by the Ombudsman for the automotive industry in 2020.

With the onset of COVID-19, the face of the vehicle retailing landscape has changed dramatically, bringing both an array of challenges and positives for businesses that operate in this arena.

This paper explores the following key subject areas:

• The highs and lows of the vehicle sales sector during the first half of 2021 (this will be referred to as “H1” for the purpose of this paper);
• The principal reasons for consumers bringing complaints about a new or used vehicle purchase to The Motor Ombudsman during H1;
• How these trends compare to the same period in 2020;
• The preferred remedies sought by consumers to conclude their sales disputes;
• How car retailers accredited to The Motor Ombudsman’s Vehicle Sales Code have viewed H1; and
• What they deem the outlook to hold for the remainder of 2021.

Download the full paper here

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The post Thought Leadership Papers appeared first on The Motor Ombudsman.

Peter from Hertfordshire has won £500 in Lifestyle Vouchers after being chosen at random in The Motor Ombudsman’s latest quarterly prize draw from those customers who rated and reviewed a business accredited to its Vehicle Sales and / or Service and Repair Codes of Practice between July and September 2021. Peter did just this after taking his Honda Jazz named “Jaffy” to Crown Honda Bushey Heath for its annual service.

Following in the footsteps of his parents, who visited the franchise dealership on the High Road (WD23) for many years, Peter is the next generation of the family now using the business to take care of his vehicle, and left a ten-star rating for all aspects of his visit, spanning the booking-in process to the level of customer service provider. His review also read as follows:

“Crown Honda are always so friendly, flexible and efficient. They make having our car serviced a pleasure.”

Commenting on winning the prize, Peter said:

“I am shocked and delighted. Shocked because I never win things like this; and obviously I am absolutely delighted. We love our car (called Jaffy because it’s orange and a Jazz) and think of it as one of the family. We just enjoy going out in it; and now we can combine the enjoyment of going out in our car with the enjoyment of spending our voucher. What happiness!”

To be in with a chance of winning £500 worth of Lifestyle Vouchers in the next quarterly prize draw in January 2022, all you need to do is to rate and review a Motor Ombudsman-accredited business listed on The Motor Ombudsman’s Garage Finder. You can leave feedback on a garage, bodyshop, repairer or car dealership after visiting them for a vehicle repair, service, MOT or purchase.

Image courtesy of Crown Honda Bushey Heath.

The post Hertfordshire Honda owner wins £500 in vouchers! appeared first on The Motor Ombudsman.

We have therefore introduced a handy “ticklist” to guide you through the key questions and considerations when taking your car into a garage for a winter check, and to help you prepare for the colder weather.

For example:

• Is the garage accredited to The Motor Ombudsman’s Service and Repair Code of Practice?
• Do you need winter tyres and how much do they cost?
• Do you have an ice-scraper and de-icer in the car?
• Is your MOT, insurance and tax up to date?
• Do you have a shovel at home in case of thick snow?

You can download and print a copy of The Motor Ombudsman’s winter ticklist here and please do pass it on friends, family and colleagues! Alternatively, click on the image below, which will open the ticklist in a new window.

Download our winter ticklist

We’ve also created an editable version of the ticklist for our accredited businesses.

If you’d like a copy that you can tailor with your company logo and contact details to send to your customers with your latest winter offers, please drop us an e-mail at business@tmo-uk.org.

The post Tick all the boxes this winter appeared first on The Motor Ombudsman.