Overview of EV disputes brought to The Motor Ombudsman relative to UK new car registrations and the overall automotive parc

Before exploring the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV vehicle parc.

When looking at the proportion of disputes received by The Motor Ombudsman versus new registrations on an annual basis for electric vehicles and non-electric models (i.e. petrol diesel and hybrid), as shown in Tables 1 and 2, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. For example, based on the latest 2025 full-year data, EVs were generating one dispute for every 169 cars, compared to one in every 26 vehicles for a petrol, diesel, or hybrid variant.

A similar picture can also be seen when comparing the volume of EV disputes to the combined car parc, with the two-year combined parc equating to one complaint in every 180 cars, which decreases to one in every 244 for the five-year combined parc.

In contrast, for ICE and hybrid equivalent models (see Table 2), there is one dispute in every 32 cars for the two-year combined parc, which drops to one in every 48 vehicles for the five-year combined parc, highlighting the variation between these fuel types.

The ratio of non-EV disputes received by The Motor Ombudsman (59,419) to new non-EV registrations (1,547,172) stands at one dispute for every 26 new non-EVs registered.

Volume of EV disputes received in 2025 

In 2025, the number of cases submitted by consumers neared the 3,000 mark, with 2,805 recorded in the last 12 months – an increase of 44% versus the figure seen in 2024 (as shown in Table 3 below). This, however, represents less than 5% of all cases opened with The Motor Ombudsman by consumers in 2025 (around 62,000), and fewer than 1% of the total contacts received during the year (265,000).

Similarly, the volume of EV disputes recorded by The Motor Ombudsman in a single calendar year also surpassed 2,000 for the first time, highlighting the growing parc and uptake of new and used pure battery electric models by consumers during 2025 versus the previous calendar year.

Overview of EV disputes received in Q4 2025

During the final quarter of 2025, The Motor Ombudsman received a total of 782 EV disputes – the highest quarterly tally ever recorded, and was an equivalent increase of 75% when compared to the statistic witnessed in Q4 2024 (446), reinforcing the year-on-year upward trend that will likely continue through 2026.

When looking at the main issues encountered by consumers with an EV during the final quarter of 2025, they are as follows:

1. Customer service and purchase issues (50%)

Mirroring the continued trend seen in previous quarters, customer service concerns during a consumer’s purchase and ownership journey, drove half of all complaints about electric vehicles in Q4. Instances reported were namely, undeclared damage, and inaccurate battery health records by retailers, incorrect new owner details being submitted on V5C logbooks, and purchase agreements differing from what was agreed with buyers. Motorists equally expressed dissatisfaction about damage being caused during the recovery of vehicles for repairs.

2. Chassis and motor issues (14%)

Issues in relation to the chassis, motor and transmission areas of an EV were the second most prominent driver of disputes during the past three months, at 14%. Discontent stemmed from factors, such as offset steering and vibrations, faults with electric drive motors preventing the use of vehicles, corroded brake discs, and rattling noises from the suspension. In addition, concerns were also raised in relation to tyres deflating on a regular basis, as well as replacement tyres triggering warning lights in error.

3. Electrical and software issues (10%)

Reflecting what was seen in Q3 2025, electrical and software issues once again made up a tenth of the complaints about EVs that were brought to The Motor Ombudsman’s attention between October and December. These resulted from problems with wiring looms and locking systems, apps and software upgrades inhibiting vehicle functions, and power cutting out without warning, or vehicles simply being unable to start.

4. Battery issues (8%)

Batteries are a critical part of vehicle systems, meaning faults can hamper usage. Disputes in this category were largely centred around traction battery module and cell failures, in addition to 12V battery faults and coolant leaks.

5. Interior and cabin systems issues issues (7%)

The cabin area and in-car systems saw a slightly smaller proportion of complaints than batteries. Consumers expressed dissatisfaction about key areas of the interior, after infotainment screens froze and delaminated, air conditioning systems stopped working, seat mechanisms snapped, and damage caused by water leaking into the boot area. Some owners equally deemed the cabin insulation to be inadequate when it came to the degree of shielding from road noise.

6. Charging issues (5%)

Charging concerns were generally few and far between during the past three months, making up just 5% of disputes. Sources of owner frustration resulted from intermittent charging faults, on-board charging failures, port flaps locking shut, and being unable to access rapid and public roadside chargers to replenish batteries.

7. Exterior issues (4%)

Problems concerning the exterior of an EV fell slightly from 5% of EV disputes logged in Q3 2025, which is a positive takeaway from the latest data. For consumers who reported issues about this area of their vehicle, these originated from, but were not limited to factors, such as door handles detaching, the discovery of paint defects, lights fogging and missing fixings, and bubbling window panes.

8. Range issues (2%)

Although it consistently makes up the smallest volume of complaints specific to battery electric vehicles, the actual range recorded for a full charge not matching the advertised figure, which can be driven by a multitude of factors, was the primary reason for drivers raising a dispute with The Motor Ombudsman for this element of EV ownership.

Average consumer claim value

For consumers who stated a monetary value to resolve their complaint with a business, the average stood at £6,193 for Q4 2025, which was 17% lower than the figure recorded for the same three-month period in 2024 (£7,427).

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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Overview of EV disputes brought to The Motor Ombudsman relative to UK new car registrations and the overall automotive parc

Before presenting the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV vehicle parc.

When looking at the proportion of disputes received by The Motor Ombudsman versus new registrations on an annual basis for electric vehicles and non-electric models (i.e. petrol diesel and hybrid), as shown in Tables 1 and 2, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. For example, based on the latest 2024 full-year data, EVs were generating one dispute for every 195 cars, compared to one in every 41 vehicles for a petrol, diesel, or hybrid variant.

A similar picture can also be seen when comparing the volume of EV disputes to the combined car parc, with the two-year combined parc equating to one complaint in every 202 cars, extending to one in every 283 for the four-year combined parc. In contrast, for ICE and hybrid equivalent models, this rises to one dispute in every 51 cars for the two-year combined parc, and one in every 61 vehicles for the four-year combined parc, highlighting the variation between the powertrains.

For the third quarter of 2025, the ratio of EV disputes (706) received by The Motor Ombudsman to new EV registrations (124,573) equates to one dispute for every 176 new EVs registered.

For the third quarter of 2025, the ratio of non-EV disputes received by The Motor Ombudsman (16,664) to new non-EV registrations (411,376) stands at one dispute for every 24 new non-EVs registered.

Overview of EV disputes received in Q3 2025

During the third quarter of this year, The Motor Ombudsman logged a total of 706 EV disputes – the highest quarterly tally so far for 2025, and was an equivalent increase of 38% when compared to Q3 in 2024 (511). This is a reflection of the greater number of both new and used battery electric vehicles on UK roads.

For September year-to-date, there have been 2,023 disputes logged with The Motor Ombudsman about EVs. This equates to a rise of 34% compared to the same period in 2024 (1,505), and is the first time that there have been more than 2,000 EV disputes recorded by The Motor Ombudsman within a calendar year.

When looking at the main issues encountered by consumers with an EV during the third quarter of 2025, they are as follows:

1. Customer service and purchase issues (45%)

Maintaining the trend seen in previous quarters, customer service issues continued to be the primary driver of EV complaints during the past three months, making up nearly half (45%) of those logged with The Motor Ombudsman. Examples of concerns reported by consumers, included test driving unsafe vehicles, cars being sold with undeclared scrapes and previous owners, and problems with repairs – namely delays to the supply of parts, and damage to vehicles whilst in the care of workshops.

2. Chassis and motor issues (14%)

Problems in relation to the chassis, motor and transmission areas of an EV were reported as the second most prominent source of complaints. As well as failures of these vital components, owners highlighted faults with front shock absorbers, regenerative braking and rear wheel bearings in their case submissions. Other issues raised encompassed the likes of tyres being fitted incorrectly.

3. Electrical and software issues (10%)

Electrical and software issues made up a tenth of the complaints about EVs that were brought to The Motor Ombudsman’s attention between July and September. These stemmed from concerns, such as apps not activating in-car functions remotely, electrical faults immobilising vehicles, a loss of internet connectivity, and damage to wiring structures caused by rodents.

4. Battery issues (9%)

Batteries are a critical element of an EV, meaning faults can inhibit vehicle functionality. Cell failures, traction battery short circuits and high voltage battery faults, as well as 12V batteries draining repeatedly, all generated customer concern during Q3.

5. Interior and cabin systems issues issues (9%)

With the same proportion of complaints to batteries (9%), the interior of an EV also saw cause for complaints by vehicle owners. Water leaks resulting in cabin damage, malfunctioning climate control systems, infotainment screens going blank, speed limit recognition system failures, and roof blinds not closing properly, were sources of owner dissatisfaction.

6. Charging issues (6%)

In the event that charging errors occur, this can be a source of great inconvenience for owners. Problems reported by drivers in the past three months, comprised onboard charging units stopping working, high-power DC charging faults, and cables supplied with vehicles that were of the incorrect specification for home chargers.

7. Exterior issues (5%)

The exterior of an EV fared better than the cabin when looking at the number of disputes generated in the third quarter of this year. When it came to the bodywork, consumers reported issues with paintwork, namely protection products not being applied correctly, the presence of corrosion on wheel arches, lacquer failures on alloy wheels, as well as misaligned number plates and faulty door handles.

8. Range issues (2%)

Although it made up the smallest number of complaints in Q3 for battery electric vehicles, the actual range recorded for a full charge not matching the advertised figure, which can be driven by a multitude of factors, was the primary reason for drivers raising a dispute with The Motor Ombudsman for this element of EV ownership.

Average consumer claim value

For consumers who stated a monetary value to resolve their complaint with a business, the average stood at £6,838 for Q3 2025, which was lower than the figure recorded for the same three-month period in 2024 (£9,474).

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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Overview of EV disputes brought to The Motor Ombudsman relative to UK new car registrations and the overall automotive parc

Before presenting the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV vehicle parc.

When looking at the proportion of disputes received by The Motor Ombudsman versus new registrations on an annual basis for electric vehicles and non-electric models (i.e. petrol diesel and hybrid), as shown in Tables 1 and 2, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. For example, based on the latest 2024 full-year data, EVs were generating one dispute for every 195 cars, compared to one in every 41 vehicles for a petrol, diesel, or hybrid variant.

A similar picture can also be seen when comparing the volume of EV disputes to the combined car parc, with the two-year combined parc equating to one complaint in every 202 cars, extending to one in every 283 for the four-year combined parc. In contrast, for ICE and hybrid equivalent models, this rises to one dispute in every 51 cars for the two-year combined parc, and one in every 61 vehicles for the four-year combined parc, highlighting the variation between the powertrains.

For the second quarter of 2025, the ratio of EV disputes (676) received by The Motor Ombudsman to new EV registrations (104,650) equates to one dispute for every 154 new EVs registered.

For the second quarter of 2025, the ratio of non-EV disputes received by The Motor Ombudsman (12,734) to new non-EV registrations (357,067) stands at one dispute for every 28 new non-EVs registered.

Overview of EV disputes received in Q2 2025

In the second quarter of 2025, The Motor Ombudsman received a total of 676 disputes from consumers in relation to an electric vehicle (EV). This is up marginally from the volume witnessed in the first quarter of the year (641), and equates to a 35% increase versus the same period in 2024 (502), reflecting the growing battery electric car parc and EV new car registrations in the UK, which rose by 26% in Q2 2025 (as shown in Table 3 below).

For June year-to-date, there have been 1,317 disputes logged with The Motor Ombudsman about EVs, up 32% compared to the opening six months of 2024 (994).

When looking at the main issues encountered by consumers with an EV during the second quarter of 2025, they are as follows:

1. Customer service and purchase issues (47%)

Customer service issues at the point of purchase or during ownership were the source of the majority and close to half of EV-related disputes received by The Motor Ombudsman between 01 April and 30 June. Complaints were driven by factors, such as incorrect orders being placed at the point of sale, sellers not informing consumers about prior accident damage, and being mis-sold paint protection products.

At the time of handover, dissatisfaction equally stemmed from damage or missing keys and service books, and being asked to pay different prices to those listed by retailers, whilst owners also reported vehicle functions being deactivated remotely in the absence of customer consent.

2. Chassis and motor issues (11%)

Between April and June, just over 10% of disputes submitted to The Motor Ombudsman during the past three months were driven by issues around the ‘running gear’ of a car. Examples of concerns raised, included vehicles changing ride heights with no prior warning, knocking suspension, wheel balancing issues, and tyres wearing unevenly.

3. Electrical and software issues (11%)

Concerns with the electrical infrastructure of an electric vehicle caused the same proportion of complaints as the aforementioned category in the second quarter of 2025. Causes of disputes during ownership originated from corroding and failing wiring looms, vehicles losing internet connectivity, software faults causing pre-conditioning failures and preventing vehicles from starting, and in contrast, cars shutting down without notice.

4. Interior and cabin systems issues issues (9%)

The cabin area of an electric vehicle was the fourth most prominent area of EV disputes. Problems reported about the interior and in-car systems, were namely infotainment screens repeatedly freezing or going completely blank, sound being distorted by speakers, and seat heaters not working. Splitting seat covers and stitching detaching, and water ingress in the boot, also drove consumers to log a complaint with The Motor Ombudsman during the second quarter of 2025.

5. Battery issues (7%)

Batteries are critical components of EVs, and can inhibit their operation when faults are present. Principal concerns highlighted by consumers counted 12 Volt batteries being drained by vehicle systems, battery coolant issues, as well as cracks developing in coolant pipes.

6. Exterior issues (6%)

Complaints associated with the bodywork of a vehicle stayed at 6% – the same proportion as that seen in the first quarter of 2025. Disputes raised during the last three months in this area originated from paint chipping on bumpers, delaminating paintwork, whilst consumers also reported repairers respraying panels to a poor standard. In terms of external fixtures, owners expressed disappointment with water entering headlights, electric wing mirrors ceasing to function, and cracks appearing in panoramic sunroofs.

7. Charging issues (6%)

Not being able to charge an EV can be a significant source of frustration and inconvenience for users. Problems described by consumers in their case submissions to The Motor Ombudsman, pertained to vehicles not being able to charge to their full potential, faults after periods of heavy rain, charging ports locking, and faulty onboard AC chargers.

8. Range issues (3%)

Complaints about range were largely centred around claims that the actual range available for a full charge did not meet advertised figures, thereby leading to a sentiment that vehicles had been mis-sold by retailers and not meeting the needs of customers.

Average consumer claim value

For consumers who stated a monetary value to resolve their complaint with a business, the average stood at £8,659 for Q2 2025 – a very similar statistic seen for the same three-month period in 2024 (£8,729).

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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Overview of EV disputes brought to The Motor Ombudsman relative to UK new car registrations and the overall automotive parc

Before presenting the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV vehicle parc.

When looking at the proportion of disputes received by The Motor Ombudsman versus new registrations on an annual basis for electric vehicles and non-electric models (i.e. petrol diesel and hybrid), as shown in Tables 1 and 2, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. For example, based on the latest 2024 full-year data, EVs were generating one dispute for every 195 cars, compared to one in every 41 vehicles for a petrol, diesel, or hybrid variant.

A similar picture can also be seen when comparing the volume of EV disputes to the combined car parc, with the two-year combined parc equating to one complaint in every 202 cars, extending to one in every 283 for the four-year combined parc. In contrast, for ICE and hybrid equivalent models, this rises to one dispute in every 51 cars for the two-year combined parc, and one in every 61 vehicles for the four-year combined parc, highlighting the variation between the powertrains.

For the first quarter of 2025, the ratio of EV disputes (641) received by The Motor Ombudsman to new EV registrations (120,191) equates to one dispute for every 244 new EVs registered.

Overview of EV disputes received in Q1 2025

In the first quarter of 2025, The Motor Ombudsman received a total of 641 disputes from consumers in relation to an electric vehicle. This equates to a 30% rise versus the same period in 2024 (492), which begins to mirror the proportion that new car registrations rose by in Q1 2025 versus Q1 2024 (i.e. 43%).

The first three months of 2025 also witnessed the highest quarterly tally of disputes to date, surpassing a total of 600 for the first time – once again reflective of the growing battery electric car parc and EV new car registrations in the UK (as shown in Table 3 below).

When looking at the main issues encountered by consumers with an EV during the first quarter of 2025, they are as follows:

1. Customer service and purchase issues (42%)

Customer service issues at the point of purchase or during ownership, made up nearly half, and the majority of the electric vehicle disputes logged with The Motor Ombudsman during the first quarter of 2025. These were driven by factors, such as delivery delays, vehicle specifications for new cars not meeting order forms at handover, spare keys not being provided to their new owners, and vehicles being damaged by businesses when on the ramp for repairs.

2. Chassis and motor issues (13%)

Mirroring the trend seen in previous quarters, concerns regarding the chassis and motor area of a vehicle accounted for the second largest volume of disputes seen between January and March. When it came to the suspension, there were corroding components, and leaking shock absorbers, whilst insulation faults plagued electric drive motors. Consumers equally logged complaints about wheels detaching from vehicles, and faulty tyre pressure sensors. Other causes for concern were namely, driveshaft failures, and the erroneous application of emergency braking systems.

3. Electrical and software issues (13%)

Electric faults were the third largest source of EV disputes in Q1, with power and lights failing whilst driving, faults preventing vehicles from starting, and errors stopping access to vehicles, amongst the issues which came to the fore. Similarly, as well as electrical and data connector faults caused by water ingress, car alarms being activated during the locking of vehicles, and continually sounding in the absence of any threat, also drove the occurrence of disputes.

The activation of software updates promoted concern due to them causing battery faults, and reducing charging capacity. In addition, an absence of any promised software updates by businesses equally drove dissatisfaction amongst EV owners.

4. Battery issues (9%)

Making up just under 10% of complaints in the opening quarter of 2025, faults with batteries and individual modules were one of the key areas of contention. Coolant leaks, and fast-draining batteries were also a principal source of consumer discontent.

5. Interior and cabin systems issues issues (7%)

The cabin area of an electric vehicle generated the fifth largest proportion of EV disputes. In-car functions, such as heated seats, and climate control systems were subject to faults, which proceeded to blow out hot air instead of cold, and causing windscreens to mist. Furthermore, vehicle owners expressed concern that digital interfaces and the vehicle’s DAB radio also stopped working correctly.

In terms of the ‘fabric’ of the interior, consumers reported fraying seat belts, and detaching seat coverings and stitching, with a similar issue affecting steering wheels, which also suffered from control malfunctions.

6. Exterior issues (6%)

The bodywork and associated fixtures drove 6% of EV disputes in the first quarter of 2025, with many of the principal issues raised stemming from the front and rear screens, sunroofs which were shattering, faulty screen seals, and the occurrence of holes in the glass. In addition to this, drivers were concerned about condensation forming in taillights, rusting on the inside of wheel arches, wiper blades detaching whilst driving, and boot spoiler motor faults.

7. Range issues (5%)

As seen previously in months of cooler weather, range concerns tend to increase as consumers draw more power to operate in-car systems, and may not always be aware of the impact on range. This leads to complaints of actual distances able to be travelled not conforming to those which were advertised, and a resulting perception that vehicles no longer meet the needs of their owners.

8. Charging issues (5%)

As an integral part of EV usage, not being able to use these systems to their full capacity can cause a high degree of inconvenience and lead to the occurrence of complaints. The replenishment of batteries was hindered by factors, such as delays to the start of the charging process, broken charging ports and flaps, not being able to charge to full capacity, and slow charging speeds.

Average consumer claim value

For consumers who stated a monetary value to resolve their complaint with a business, the average stood at £8,179 for Q1 2025, down 34% from the figure of £12,451 seen for the same three-month period in 2024.

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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Overview of electric vehicle (EV) disputes brought to The Motor Ombudsman relative to UK new car registrations and the car parc

Before presenting the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers during the previous quarter, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV parc.

When looking at the proportion of disputes received by The Motor Ombudsman versus new registrations on an annual basis for electric vehicles and non-electric models (i.e. petrol diesel and hybrid), as shown in Tables 1 and 2, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. For example, based on the latest 2024 data, EVs were generating one dispute for every 195 cars, compared to one in every 41 vehicles for a petrol, diesel, or hybrid variant.

A similar picture is also seen when comparing the volume of EV disputes to the combined car parc, with the two-year combined parc equating to one complaint in every 202 cars, extending to one in every 283 for the four-year combined parc. In contrast, for ICE and hybrid equivalent models, this rises to one dispute in every 51 cars for the two-year combined parc, and one in every 61 vehicles for the four-year combined parc, highlighting the variation between the powertrains.

Overview of EV disputes received in 2024

In 2024, The Motor Ombudsman saw the highest ever annual total of electric vehicle disputes submitted to the body’s dispute resolution service, recording 1,951 submissions during the 12-month period. This is a 60% rise versus the year before (1,222), reflective of the growing battery electric car parc and EV new car registrations in the UK during the past 12 months (as seen in the table below).

Overview of EV disputes received in Q4 2024

Consumers brought a total of 446 battery electric vehicle (EV) complaints to The Motor Ombudsman (TMO) in the final three months of the year (versus 371 for the same period in 2023). It was also the lowest quarterly tally of 2024, which is expected, given that the number of disputes raised tends to tail off slightly in December due to the festive period.

When looking at the main issues encountered by consumers with an EV during the fourth quarter of 2024, they are as follows:

1. Customer service and purchase issues (35%)

Customer service issues at the time of purchase, or during ownership, continued to account for the majority of disputes raised by consumers during the final quarter of 2024 (at just over a third), mirroring the all-year-round trend. Concerns voiced by vehicle owners, included cars being handed over in a sub-standard condition at the point of sale or with missing specification and service histories, and individuals not being informed about pre-existing faults, or indeed them remaining unrectified prior to the point of delivery. In addition, deposit payment and cancellation terms not being clearly explained during the sales process, were also problems encountered by customers with retailers.

2. Chassis and motor issues (18%)

The chassis and motor area of a vehicle made up the second largest proportion of EV-derived complaints in Q4, at just under a fifth of disputes. Individuals expressed dissatisfaction in relation to concerns, such as rattles and noises emanating from the suspension, squeaking brakes, and alloy wheels suffering from corrosion. Furthermore, premature steering rack failures, and electric drive motors ceasing to work, were also key drivers of disputes between October and December 2024.

3. Electrical and software issues (14%)

The electrical infrastructure of an electric vehicle is critical, and drove just over a tenth of disputes during the fourth quarter. Consumers reported problems, such as driver assist systems disabling, power distribution units failing, and high voltage faults causing cars to shut down, preventing usage. When it came to software, over-the-air updates also caused vehicles to become unresponsive, whilst owners also had difficulty with smartphone apps not activating vehicle systems.

4. Battery issues (10%)

With batteries being the principal power source of an EV, this can cause frustration and drive consumer disputes when they are not functioning correctly. Electric vehicle owners reported periodic failures of 12V batteries, faulty modules, traction batteries stopping working, as well as batteries draining during periods of colder weather.

5. Interior and cabin systems issues issues (8%)

At just under 10% of EV disputes, the fifth largest area of concern in the final quarter of 2024 was the cabin area of a vehicle, and associated internal systems and fixtures. Problems highlighted by car owners, were namely, steering wheels being subject to peeling lacquer, and seizing when on the road, defective seat stitching and collapsing foam, and vehicle infotainment systems, as well as screens, locking and inhibiting functionality.

6. Exterior issues (7%)

The outside of an EV was neither spared from concerns, although complaints were slightly lower than those reported in the former category, at 7%. When it came to the bodywork, customers witnessed peeling and delaminating paint on car roofs, evidence of corrosion around charging ports, and bonding failures on windscreens. Moreover, parking cameras and windscreen wipers equally became inoperative, hindering visibility.

7. Charging issues (4%)

When charging systems do not work to their full potential, this may promote an element of inconvenience for EV owners. Not being able to replenish batteries was caused by factors, such as jammed charging flaps, an inability to top-up at public charging points, intermittent errors, and vehicles not being able charge to full capacity.

8. Range issues (4%)

Rising from 2% in Q3, the Motor Ombudsman tends to see a slight rise in range-related complaints during periods of colder weather, as autumn gives way to winter. This often means that climate control systems are demanding increased power from batteries, therefore decreasing overall range per full charge when compared to advertised figures, promoting a feeling of mis-selling by consumers, especially if this was not highlighted at the point of sale.

Average consumer claim value

For consumers who stated a monetary value to resolve their complaint with a business, the average stood at £7,417 for Q4 2024, down 41% from the figure of £12,615 seen for the same period in 2023.

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.
 

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Overview of EV disputes brought to The Motor Ombudsman relative to UK new car registrations and the car parc

Before looking at the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers during the previous quarter, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV parc.

When looking at disputes on an annual basis, and the four-year car parc in Tables 1 and 2 below, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. This can be illustrated by the fact that, when based on the four-year parc (including an estimated full-year forecast for 2024 based on H1 data), if 6,041,623 new EVs were to be registered, they would only be subject to 21,339 disputes, compared to 94,160 for non-EVs (i.e. petrol, diesel, and hybrid models), thereby highlighting the lower proportion of disputes for EVs overall versus their combustion-engined counterparts.

Overview of EV disputes received in Q3 2024

Consumers brought a total of 511 battery electric vehicle (EV) complaints to The Motor Ombudsman (TMO) in the third quarter, the highest ever number of EV-related disputes logged with The Motor Ombudsman in a single quarter.

Over 1,500 EV disputes have been recorded by The Motor Ombudsman for the first nine months of 2024, which is nearly double the volume seen at the same point last year (851) – see Table 3. Furthermore, the volume of disputes reported in Q3 equates to a 78% rise versus the number recorded between 01 July and 30 September 2024 (287).

The relative rise in disputes mirrors the growing parc and EV new car registrations in the UK during the past 12 months (as seen in the table below), and a greater proportion of disputes relating to used examples versus brand new models.

When looking at the main issues encountered by consumers with an EV during the third quarter of 2024, they are as follows:

1. Customer service and purchase issues (43%)

Issues around the customer service experience delivered by a business accounted for the largest number of complaints submitted to The Motor Ombudsman in relation to EVs during the third quarter of this year. At the point of sale, consumers logged disputes about being misinformed about vehicle specifications, and unforeseen costs in relation to unlocking additional software functionalities.

Similarly, at the handover of vehicles, consumers reported faulty cars, inaccurate paperwork, and actual mileages differing to those stated as part of the purchase process.

From a maintenance perspective, concerns raised by EV owners included, cars being damaged whilst in the care of a business, repeat repairs not correcting faults, and courtesy vehicles not being provided during work, despite customers booking one ahead of time.

2. Chassis and motor issues (15%)

During Q3, there were encouragingly fewer issues reported in regards to this area of an EV, versus what was seen during the first two quarters of 2024, namely 16% in Q1, and 18% in Q2. Concerns raised in consumer submissions to The Motor Ombudsman, counted premature tyre wear in respect to the low mileage that had been driven, and squeaking, grinding, and cracked brake discs.

3. Electrical and software issues (11%)

EVs are heavily reliant on electrical and software systems, and when failures occur, this can prevent usage of a vehicle. Some of the notable problems highlighted by EV owners during the past three months, were software downloads causing system faults, and not resolving others, electrical malfunctions preventing access to vehicles and from them starting, as well as faulty parking sensors and electric traction systems.

4. Charging issues (9%)

Charging concerns made up just under 10% of the EV-related disputes logged with The Motor Ombudsman between 01 July to 30 September this year. Vehicle incompatibility with home and DC fast chargers prevented the replenishment of batteries, whilst broken and water ingress in charging ports were also a source of frustration for consumers.

5. Interior and cabin systems issues issues (8%)

Interior issues stayed at a similar level during the third quarter of the year compared to what was seen in the first two quarters of this year (8% in Q1 and 10% in Q2 respectively). Disputes were driven by the likes of infotainment screens going blank, vehicles having intermittent internet connectivity, and in-car sim cards not functioning. Other complaints mentioned cracking seat coverings, and air conditioning systems emitting hot air.

6. Battery issues (7%)

The fifth highest volume of EV complaints in Q3 stemmed from batteries, with faults occurring with individual cells, in addition to auxiliary, traction, and 12V batteries causing problems for car owners.

7. Exterior issues (5%)

Complaints about an EV’s bodywork and exterior fixtures decreased slightly in comparison to the volume reported in the second quarter of this year. Areas of concern on panels themselves, as stated by EV drivers in their case files, were namely about the quality of paint finishes and its appearance. In terms of individual components, consumers reported headlamp coverings turning yellow, as well as boot mechanisms and sunroofs failing whilst driving, posing hazards to owners.

8. Range issues (2%)

Mirroring the overall trend with EV-related complaints seen by The Motor Ombudsman on a quarterly basis, range issues made up the smallest proportion of complaints. These were primarily centred around the fact that consumers did not achieve the advertised figure on a full charge. Range concerns typically spike during colder periods of the year, meaning Q4 may therefore see a slight uplift in these kinds of disputes, as autumn and winter set in.

Average consumer claim value

For consumers who stated a monetary value to resolve their complaint with a business, the average stood at £9,474 for the past three months, up 5% from the figure of £9,026 seen during Q3 2023.

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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It pays to do your research on the car…

In the digital age, there are plenty of resources on the internet to help you with your research on the different makes and models available when making a purchase. In addition to various comparison tools, several newspapers, magazines and websites regularly publish printed and filmed road tests of different makes and models, so these are always worth a read and watch. Furthermore, customer review sites and online forums can be a useful resource for a more personal perspective.

…And on the retailer

Choosing where to buy a car is just as important as the selection of the vehicle itself. Make sure that the seller, whether this is an independent garage or franchised dealership, is accredited to The Motor Ombudsman’s Chartered Trading Standards Institute (CTSI)-approved Motor Industry Code of Practice for Vehicle Sales. This will mean that the retailer is adhering to the highest standards of work and service, and you will also have access to an impartial Alternative Dispute Resolution (ADR) service should you have a dispute with a business that you can’t resolve directly with them. The Motor Ombudsman’s Garage Finder lists all traders across the UK that are currently accredited to the Vehicle Sales Code.

Shape what you need

Cars come in all different sizes and body styles, and there is a significant amount of choice on the market. Today’s model ranges span from small city run-arounds to seven-seat SUVs and high performance sportscars. Your lifestyle and what the car will be used for i.e. whether it’s for the daily commute or taking the kids to school, will help determine the type of vehicle that should be on your shortlist. Where you live, and weather conditions, are also a key consideration, as a 4×4, for example, could be the most suitable option in areas where the terrain and climate may prove more challenging.

It doesn’t have to be taxing

Taxing a vehicle is a legal requirement, and therefore, this should also be taken into account when looking at the long-term running costs for a new car. The  There are 13 Vehicle Excise Duty (VED) tax bands in total which determine how much tax you pay in your first year. As of the second year of ownership, electric cars that cost less than £40,000 are still free to tax (until April 2025) whilst owners of petrol and diesel cars priced under the £40,000 threshold will be liable to pay an increased amount. You can read full details of Tax requirements here.

Have it covered…

As with tax, insurance is another necessity when getting behind the wheel, and the ongoing cost of an annual policy should be carefully budgeted for. The price will also vary significantly depending on which insurance group the make and model falls into. There are many insurance providers out there, so it’s worth taking the time to shop around for deals and any discounts. It’s equally worth noting that the renewal price at the end of the term may not necessarily be the cheapest on offer.

Fuel your lifestyle

There are three main fuel types, and some come with a hybrid combination depending on the make and model. Each have their respective advantages and disadvantages subject to what the car will be used for. In fact, What Car? magazine has a What Fuel? comparison tool to help make the decision-making process easier. However, some food for thought for each fuel type is as follows:

Petrol

As a general rule, unleaded petrol tends to be less expensive than diesel, and petrol cars are often slightly cheaper to buy. Petrol engines can be more refined and less noisy than their diesel counterparts, and petrol-powered cars are normally cheaper to run for motorists who frequently drive shorter distances.

Diesel

Emitting around 20 per cent less CO2 than a petrol vehicle, a diesel-powered car remains the ideal choice if you’re regularly covering a significant amount of mileage i.e. more than 12,000 miles a year, as it will often be more economical than a petrol-propelled equivalent. Diesel is also considered to be more suitable if you’re driving a larger car such a people carrier or an SUV, and/or are towing a trailer or caravan.

Electric

Electric cars are fast gaining popularity, and the obvious benefits of owning one are the fact that they are zero emission and are quiet to drive due to the absence of any engine noise. There are also less parts to service and no oil changes, and with instant torque produced by an electric motor when you put your foot on the accelerator, electric cars will be quicker off the line than their petrol or diesel equivalents.

Whether an electric car is suitable versus the traditional combustion engine is once again down to planned usage and lifestyle. Before making a purchase, it’s important to look at what range is covered between charges, where the main charging points are along your regular routes, in addition to what the cost is to replenish the battery from empty, and how long it takes. Also, get a quote for having a charging system installed at home if you have off-road parking, as government grants are available.

Try before you buy

Just as important as doing your research is actually putting a car to the test first-hand. This is when you will truly find out whether the make and model is right for you, away from ticking the boxes in terms of the financials. A test drive is a great opportunity to ask plenty of questions, and to get a feel for how the car performs on different types of roads such as motorways and country lanes. Being at the wheel is an ideal chance to gauge the level of comfort, visibility and space, and how intuitive the built-in technology is, such as the infotainment and satellite navigation systems.

The extras matter

In addition to a plethora of options which come with the choice of specification, any extras are also worth looking out for. These can come in the form of free servicing and insurance for a specified period or a vehicle warranty which can be for as much as seven years.

Money talks

There are various ways to buy a car according to what best suits your finances. This can vary from paying outright, to opting for a personal contract purchase (PCP), hire purchase or leasing through the Motability Scheme if you qualify. Ultimately, you need to ensure that the car falls within your budget and that any monthly payments will be affordable throughout the term of any finance contract.

Check the vehicle’s condition and paperwork

On the day of collection, which is an exciting time, take the time to have a walk around the car before leaving the forecourt. The bodywork should be free of any scratches and scuffs, and the specification should be in-line with what you ordered. Just as importantly, make sure that you are given all the correct paperwork, including the final invoice, a receipt of any payments, the V5C registration certificate (the logbook), the drive away insurance policy (if it’s been offered by the dealer), plus the handbook and servicing schedule. The handover is also an opportunity to ask for a refresher on the car’s controls before heading out on to the road.

Other handy Motor Ombudsman resources

Take a look at some of our other handy resources before buying a new car:

• The Motor Ombudsman’s Knowledge Base (which includes dedicated categories on new, used and electric vehicles)

• The Motor Ombudsman’s #JustPassed guide on buying and servicing a car for the first time

• “Getting to know test drives” -an essestial guide on what to look out for before, during and after you get behind the wheel.

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Overview of EV disputes brought to The Motor Ombudsman relative to UK new car registrations and the car parc

Before looking at the profile and volume of electric vehicle (EV) disputes received by The Motor Ombudsman from consumers during the previous quarter, it is important to understand the trend of EV disputes in relation to both EV and non-EV new car registrations (i.e. petrol, diesel and hybrid models), and the overall EV and non-EV parc.

When looking at disputes on an annual basis, and the four-year car parc in Tables 1 and 2 below, it is possible to conclude that EVs generate far fewer complaints per vehicle than non-EV equivalents. This can be illustrated by the fact that, when based on the four-year parc (including an estimated full-year forecast for 2024 based on H1 data), if 6,041,623 new EVs were to be registered, they would only be subject to 21,339 disputes, compared to 94,160 for non-EVs (i.e. petrol, diesel, and hybrid models), thereby highlighting the lower proportion of disputes for EVs overall versus their combustion-engined counterparts.

Overview of EV disputes received in Q2 2024

The second quarter of 2024 saw 502 battery electric vehicle (EV) complaints brought by consumers to The Motor Ombudsman (TMO), which was slightly above the volume seen in the first three months of this year (492).
It is also the highest number of EV-related disputes logged with The Motor Ombudsman in a single quarter, and the first time that complaints have surpassed the 500-mark for a quarterly period.

Nearly 1,000 EV disputes have been recorded by The Motor Ombudsman for the first six months of 2024, which is nearly double the volume seen at the same point last year (564) – see Table 3.

Furthermore, the amount of disputes submitted in Q2 (502) equates to a 73% rise versus the number recorded between 01 April and 30 June 2023 (291). This mirrors the growing parc and EV new car registrations in the UK during the past 12 months (as seen in the table below), and a greater proportion of disputes relating to used examples versus brand new models in the second quarter.

When looking at the main issues encountered by consumers with an EV during the second quarter of 2024, they are as follows:

1. Customer service and purchase issues (29%)

The standard of customer service delivered at the point of purchase or during ownership, sparked the highest volume of complaints during the second quarter of this year at nearly a third of disputes, continuing the trend of this category being the most prominent out of the eight highlighted in this analysis.

In Q2, examples of some of the concerns that drove consumers to lodge a complaint, were namely, damaged vehicles at the point of delivery, cars missing service history records, being asked to pay more than the advertised deposit, and customers being charged for courtesy vehicles whilst theirs were off the road.

2. Chassis and motor issues (18%)

The chassis and motor area of an EV generated the second largest number of complaints by consumers between April and June, with unresponsive braking systems and seizing gearboxes responsible for generating some of the discontent amongst owners. Similarly, premature tyre wear, and blow-outs, also drove the occurrence of disputes, as did electric motor failures, and squealing and knocking noises from wheels.

3. Electrical and software issues (16%)

An EV’s electronics infrastructure sparked the third biggest volume of disputes, with the likes of open circuit and high voltage cable faults, and vehicles not connecting to mobile networks all causing concern. Similarly, issues with central locking systems, apps still being registered to previous owners when consumers bought a used model, and vehicles failing to start, were additional worries raised in Q2.

4. Interior and cabin systems issues (10%)

Interior fixtures and associated cabin systems were also not spared from complaints. Examples of matters that were brought to the attention of The Motor Ombudsman during the last quarter, included infotainment systems rebooting on a regular basis, screens cracking during periods of cold weather, cabin lighting going off when headlamps were illuminated, and water ingress causing damage.

5. Battery issues (9%)

Batteries are one of the most critical elements for electric vehicles, meaning the presence of any faults can have a significant impact on their function. The principal concern that plagued consumers during the second quarter were namely, repeated failures causing outages and breakdowns, with high voltage batteries in particular, proving problematic.

6. Exterior issues (9%)

Consumers equally encountered concerns with an EV’s bodywork and external features during the last three months. Moisture and water ingress issues were front and centre, causing rear taillights to mist, and light clusters to stop working. In addition, amongst the problems cited by owners in their case submissions during Q2, were wheel fender flares detaching whilst driving, and charging doors remaining shut, thereby preventing the replenishment of batteries, and the usage of vehicles.

7. Charging issues (5%)

A vehicle not being able to charge to its full potential impacts range and usage. Issues raised by consumers, amongst others, were not being able to use public fast chargers, vehicles drawing too much power from other on-board systems whilst charging, and an inability to charge during off-peak hours.

8. Range issues (4%)

Complaints about not achieving the advertised range for a full charge were once again few and far between in Q2, and resulted in the lowest proportion of EV cases being logged with The Motor Ombudsman at just 4%.

Average consumer claim value

For consumers who stated a monetary value to resolve their dispute, the average stood at £9,906 for the past three months, down 20% from the figure of £12,451 seen during Q1 2024.

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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The first quarter of 2024 saw 492 electric vehicle (EV) complaints brought by consumers to The Motor Ombudsman, the highest volume of EV-related disputes raised in a single three-month period. This reflects the growing UK electric car parc, and equates to an 80% increase in the volume of complaints versus the same quarter in 2023 (273). It also surpasses the previous highest tally for a single quarter recorded in Q4 last year (371).

However, to put this into perspective, the number of cases opened in Q1 about electric vehicles (EVs) represents less than 1% of disputes submitted by consumers to The Motor Ombudsman during the first three months of this year (9,183), and makes up fewer than 1% of the total number of electric vehicles on UK roads according to the latest 2023 EV car parc data (960,896)*. This highlights the fact that overall satisfaction continues to be high amongst electric vehicle buyers and owners.

When looking at the main issues encountered by consumers with an EV during the first quarter of 2024, they are as follows:

1. Customer service and purchase issues (30%)

Mirroring the trend seen in previous quarters, customer service and purchase issues made up nearly a third of the electric vehicle complaints brought by consumers to The Motor Ombudsman in the first three months of 2024.

Examples of concerns stated by motorists at the point of sale, included orders being cancelled by retailers with no deposit refunds, agreed part exchange values differing to confirmed order form valuations, and businesses not honouring promotional offers. From a maintenance perspective, problems encountered were due to replacement parts being unavailable for repairs, and workshops failing to diagnose faults within a vehicle’s active manufacturer warranty period.

For complaints about vehicle purchases, an average of 52% were in conjunction with a used car every month during the first quarter – a figure which rose to as high as 59% in February. This slightly greater percentage of disputes to do with second hand models highlights used EVs becoming more attractive as prices drop, and the lower demand for new EVs in the consumer / retail sector, as motorists are often faced with higher prices than petrol and diesel equivalent models, and an absence of government incentives to place an order.

2. Chassis and motor issues (16%)

Nearly a fifth of disputes logged with The Motor Ombudsman during Q1 were in conjunction with the chassis and motor area of an EV (16%). This is very similar to the figure seen during the last quarter of 2023 (17%). From a braking perspective, emergency systems activating without notice, and brake failures whilst cars were in motion drove complaints. Motors incurred issues, such as broken bearings, and seal failures allowing damage from coolant ingress.

In relation to tyres and wheels, issues stemmed from wheels missing air sensors, tyre blow-outs on new cars, and premature tyre wear, whilst snapping coil springs affected consumers in the suspension area of the vehicle.

3. Electrical and software issues (13%)

The electrical infrastructure of an EV, and software driving operating systems, were the third biggest area of discontent in Q1, at 13% of complaints, down encouragingly from the figure of 16% in the final quarter of 2023. Issues centred around software updates being performed without a vehicle owner’s knowledge, and corrupting interfaces when applied. Similarly, digital systems were turned off without notice. Other problems also encountered, involved collision control systems activating incorrectly when no other vehicles or hazards were nearby.

4. Battery issues (11%)

Battery-related faults became slightly more prominent during Q1 (11%), compared to the final quarter of 2023 (6%). Coolant problems were a key factor for complaints, as they impacted the battery and caused vehicles to decelerate, whilst associated pipes and pumps also suffered problems. In addition, consumers reported batteries overheating at higher speeds on motorway journeys, whilst batteries failed following software updates.

5. Charging issues (8%)

Complaints in relation to an EV’s on-board charging system were amongst the lesser-reported issues by consumers during the first three months of this year. Disputes originated from discontent about charging times being slower than that which was advertised at the point of sale, faulty Type 2 charging ports, in addition to port locks and on-board charging units failing, leaving owners unable to use their cars.

6. Exterior issues (8%)

Accounting for the same proportion of complaints as charging, albeit only very slightly less in volume, problems with the bodywork of a vehicle or external fixtures also drove 8% of disputes in Q1. Examples of causes of customer dissatisfaction came from factors, such as sub-standard paint repairs to damaged paintwork, windscreen chips on used vehicles at the point of handover, and paint colours being discontinued, thereby preventing touch-up repairs when blemishes occurred.

The repeated failure of outer door handles, and doors and wing mirrors remaining closed in sub-zero temperatures, as well as rattling and faulty boot locks, equally led consumers to log a complaint about their EV during the past three months.

7. Interior and cabin systems issues (8%)

Interior and cabin systems saw a positive three percentage point drop in the first quarter compared to Q4 2023 (11%). Problems encountered by EV owners with internal fixtures and systems, included severe wind and road noise in the cabin, heating systems blowing out cold air, internal condensation build-up on windows during periods of persistent rain or high humidity, and rattles emanating from the dashboard.

8. Range issues (6%)

Range concerns, which principally result from consumers not achieving the advertised distance for a full charge, drove the fewest number of disputes during the first quarter of 2024. Relatively mild weather, coupled with greater consumer awareness regarding factors that can affect the maximum potential range figures quoted by vehicle manufacturers, are likely to have contributed to range complaints remaining low during the first three months of 2024.

Average consumer claim value

For consumers who stated a monetary value to resolve their dispute, the average stood at £12,451 for the past three months, down 4% from the figure of £12,995 seen during Q1 2023.

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

*Source: The Society of Motor Manufacturers and Traders (SMMT).

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After posting a small decrease in the third quarter of 2023, relative to the previous three months, disputes brought to The Motor Ombudsman by consumers about electric vehicles (EVs) recorded a rise in the final quarter of 2023, reaching a peak of 371. This represented a 29% increase versus the 01st July to 30th September period (287).

However, overall EV complaints recorded during 2023 remain few in number, and represent 0.4% of all new EV registrations in the UK, thereby illustrating a positive purchase and ownership experience for today’s EV adopters.

Broken down by individual categories, issues encountered by consumers during the last quarter of 2023, were as follows:

1. Customer service and purchase issues (29%)

Mirroring the trend seen throughout 2023, customer service issues at the point of purchase, and during ownership, remained the key driver of complaints about EVs during the final quarter of the year, and made up the same proportion of disputes as in Q3 (29%).

Concerns stemmed from factors, such as a lack of transparency about vehicles with existing recalls at the point of sale, remedial recall work taking time to be carried out, administrative and documentation errors, and businesses supplying courtesy cars that were in a sub-standard condition.

On an average monthly basis, for disputes about the purchase of an EV during the last quarter, 51% of complaints stemmed from a new car (versus 57% in Q3), with the remaining 49% originating from acquiring a used vehicle (compared to 39% in Q3). This decrease in the new car percentage can be expected, given that new EV sales amongst consumers struggled towards the tail end of 2023, and used EV values fell, thereby tempting more buyers to the second hand market.

2. Chassis and motor issues (17%)

The proportion of complaints relating to the chassis and motor areas of the vehicle fell by three percentage points to 17% in the 01st October to 31st December period, down from 20% seen during the two preceding quarters. Examples of vehicle parts in this category that led to customer dissatisfaction, included the suspension, tyres, and brakes, with failures, faults and defects all in the spotlight during Q4.

3. Electrical and software issues (16%)

In contrast, problems resulting from electrical systems and software were up very slightly from quarter to quarter, from 15% to 16%, after sitting at 14% in Q2. With EVs so heavily reliant on electrical systems, these can cause more pronounced operational problems with vehicles when problems occur. During the fourth quarter, vehicle owners experienced issues, such as handbrakes automatically applying whilst vehicles are in motion, faults with brake feel simulator units, faulty radar sensors, and headlights causing interior cabin lights to go off in error.

4. Interior and cabin systems issues (11%)

Interior and cabin systems saw a one percentage point rise in the fourth quarter, (up from 10% in Q3, and 8% in Q2), as a greater number of issues plagued consumers during the final three months of 2023. Problems encountered by EV owners with internal fixtures, were namely, interior screens going blank, rattling from gloveboxes, torn stitching in seats of excellent condition, and incorrect steering wheels being fitted on new cars. There were also faults with cabin systems, which encompassed recurring climate control deficiencies, and air conditioning failures.

5. Exterior issues (8%)

Concerns encountered with the vehicle exterior recorded another positive one percentage point drop to 8% of overall issues in Q4, down from 9% in Q3, and 10% in Q2. Problems highlighted by consumers with this aspect of the vehicle, originated from the bodywork, where the paint and finish were found to be defective, door handles rattling and failing, and elements of the agreed specification being removed following new car orders.

6. Charging issues (8%)

Disputes in relation to an EV’s on-board charging system became greater in number in the fourth quarter, after also climbing as a proportion of EV disputes from 5% in Q2, to 6% in Q3.   Faults that were reported as part of the submissions by consumers to The Motor Ombudsman, took in the likes of vehicles being unable to achieve advertised charging speeds, melting pins in charging ports, and only being able to replenish battery cells with the ignition on.

7. Battery issues (6%)

Battery issues fell overall by four percentage points from 10% in Q3 back to 6% – the same level as in Q2, which may suggest that owners may have encountered a greater level of reliability with this key EV component in Q4. Traction battery faults were a common occurrence in this category, with battery management system malfunctions, and faults after two weeks of new car ownership, all being reported within case submissions.

8. Range issues (5%)

Range concerns, which principally result from consumers not achieving the advertised distance for a full charge, drove the fewest number of disputes once again during the last quarter of 2023, mirroring what was witnessed in Q3, although complaints were up in this area (from 1% to 5%).

After the latter months of the year being relatively mild, range concerns stayed low overall, but these may start to spike again in 2024 if the UK experiences icy conditions and sub-zero readings during the first quarter, as the winter gives way to spring.

Average consumer claim value

For consumers who stated a monetary value to resolve their dispute, the average stood at £12,615 for the past three months –  the second highest quarterly figure seen in 2023.

To view and download the infographic below as a PDF, please click here.

To view and download The Motor Ombudsman’s thought leadership paper on electric vehicle disputes as a PDF, please click here.

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