• The Motor Ombudsman adds CHERY UK to its growing New Car Code portfolio
• The comprehensive and long-standing Code covers best practice guidelines for carmakers in relation to the supply of new vehicles and associated warranty products and services to consumers
• CHERY UK’s accreditation to the Code brings a host of advantages for the business, namely access to an Information Line for tailored expert guidance, and to the Ombudsman’s expert, independent and impartial Alternative Dispute Resolution (ADR) service in the event a consumer dispute remains unresolved

The Motor Ombudsman has made an encouraging start to the year by announcing that CHERY UK has gained accreditation to the long-standing Motor Industry Code of Practice for New Cars. As one of the fastest-growing new entrants to the automotive retail landscape in this country, CHERY UK joins an expanding portfolio of carmakers striving for the very highest standards in the supply of new vehicles and associated warranty products and services to motorists.

Today, the New Car Code covers around 98% of all new passenger vehicles sold across the UK. It has recently been updated to reflect the changing face of the motor industry, technological innovation, and consumer buying behaviour. Comprising over 100 recommended points of action across 10 areas, the Code is the most comprehensive of its kind. Its wide-ranging scope encompasses obligations and best practice requirements for carmakers, such as the use of clear and accurate communications to consumers to help ensure informed purchases and decision-making, terminology that is easy to understand within documentation, such as warranties, a demonstration of in-car systems at the point of handover, and spare parts being made available for repairs during and following the production of models. Vehicle manufacturers equally commit to having effective in-house complaints procedures in place to ensure consumers receive prompt and fair resolutions to any concerns.

Following its recent UK debut, accreditation to the respected Motor Ombudsman Code brings a host of benefits for CHERY UK as a business. First and foremost, as an authority in its sector, it gives the vehicle manufacturer’s head office teams the ability to signpost customers to The Motor Ombudsman’s in-house and entirely impartial Alternative Dispute Resolution (ADR) service should a dispute around a new car or associated products and services remain unresolved. An added advantage of pursuing this avenue to resolve complaints is that it costs CHERY UK customers nothing.

Furthermore, as CHERY UK continues to build its market presence, spearheaded by its expanding TIGGO SUV line-up, accreditation to the New Car Code brings valuable added exposure through The Motor Ombudsman’s marketing initiatives. The brand has a bespoke profile on The Motor Ombudsman’s website (TheMotorOmbudsman.org) – a portal visited by hundreds of thousands of consumers each year, whilst CHERY will also be cast into the spotlight through the body’s communications programme and social media activities.

Similarly, accreditation to the New Car Code allows the use of the respected Motor Ombudsman and Approved Code logos on the company’s website and customer materials, reinforcing the marque’s commitment to exceptional service and giving added peace of mind to customers who are likely new to the CHERY brand.

Lastly, the vehicle manufacturer will have the valuable opportunity to join industry roundtables hosted by The Motor Ombudsman throughout the year and to participate in learning and development sessions on prominent topics, such as legislative updates and key trends affecting the motor industry.

Bill Fennell, Chief Ombudsman and Managing Director at The Motor Ombudsman, said: “We are delighted to welcome CHERY UK as the newest member of our accredited network. Their commitment to upholding the highest standards of quality and customer service aligns perfectly with our values, and we look forward to supporting their continued growth and success within the sector.”

Bill added: “It has been a very encouraging start to the year and further cements the New Car Code as the benchmark of standards and best practice for both established vehicle manufacturers and those selling vehicles in the UK for the first time.”

Farrell Hsu, CHERY UK Country Director, explained: “We are delighted to have gained accreditation to The Motor Ombudsman’s New Car Code – an important affirmation of our drive to both do the very best for our customers, and to deliver an unrivalled brand experience.”

Farrell added: “Being aligned with such a respected industry authority will be an important source of expertise for our organisation, and we are looking forward to working alongside The Motor Ombudsman as we continue our exciting journey in the UK’s dynamic automotive sector.”

“It has been a very encouraging start to the year and further cements the New Car Code as the benchmark of standards and best practice for both established vehicle manufacturers and those selling vehicles in the UK for the first time.”

Bill Fennell

Chief Ombudsman and Managing Director

For more information on The Motor Ombudsman’s Motor Industry Code of Practice for New Cars, and accredited vehicle manufacturers, visit www.TheMotorOmbudsman.org/consumers/our-codes-of-practice/new-car-code.

ENDS

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In July 2020, the consumer purchased a used ’66 plate SUV for around £20,000 from a franchise dealership. Around three and half years’ later, in January 2024, the vehicle broke down because of a failure of a known non-serviceable electrical component in the gearbox. As a result, they were unable to drive the vehicle.

The consumer raised a complaint with the manufacturer’s customer service department, and after five weeks of waiting for a response, the owner was informed that the manufacturer would not be able to cover the cost of replacing the mechatronic unit.

After waiting for around three months of not being able to use the SUV, the consumer proactively organised for the work to be carried out at an independent garage, and paid around £1,900 to get their car back on the road.
To resolve their dispute, the individual was looking to have this cost reimbursed by the dealer so that they were not left out of pocket.

The case outcome:

The Motor Ombudsman adjudicator explained that, as the defect was discovered more than six months after the purchase of the vehicle, the burden was on the consumer to prove that there was an inherent fault at the point of sale.

The adjudicator noted that the report from the independent garage showed that the mechatronic unit had suffered a failure, and the consideration here was whether this had occurred due to an existing issue, thereby rendering this component unsatisfactory.

The car had been serviced regularly, meaning the failure could not be attributed to anything the consumer had done, plus low mileage had been completed since they bought the car. The adjudicator therefore concluded that there must have been an underlying problem with the unit and, at seven years of age, and with only 34,000 miles on the clock, it was not reasonable to expect such a part to stop functioning at this point, thereby meaning the component and the vehicle were of unsatisfactory quality.

However, as the consumer had proceeded to have the repairs undertaken without giving the dealership the opportunity to address them in the first instance, and failed to reasonably mitigate their losses, the adjudicator explained that the consumer was therefore not entitled to be reimbursed for the full sum paid, and was awarded around £1,100 after deductions as a refund from the dealer.

Conclusion:

In summary, the consumer’s complaint was upheld in their favour with an award of a partial refund. Neither party contested the outcome, and the case was closed.

The post Mechatronic unit failure appeared first on The Motor Ombudsman.

The consumer bought a used crossover SUV, and took out an extended warranty policy after the manufacturer’s warranty had expired. Whilst driving on the motorway, the car suffered from a loss of power and broke down, and was towed to a local garage. They discovered a faulty turbocharger, and the consumer proceeded to contact the warranty company to make a claim on their policy to cover the cost of the repairs.

At this point, the consumer was told that a thorough assessment was needed to establish the root cause of the issue, but as they could not be without the vehicle as they used it to get to work, and the investigation by the warranty provider did not take place on the scheduled date, the consumer went ahead with the repairs.

However, the assessment subsequently took place, but the business rejected the consumer’s claim because the correct claims process had not been followed, and it believed the issue with the turbocharger was also pre-existing.

The consumer disputed this, citing a full service and MOT history, whilst the vehicle also underwent a health check before the policy started, at the warranty provider’s request. Furthermore, the agreement explicitly included coverage for wear and tear, which was the reason provided by the garage for the turbocharger failure.

The consumer therefore believed that they were eligible to be reimbursed for the replacement of the turbo, which cost in the region of £2,000.

The case outcome:

The ombudsman considered the evidence from both parties, and noted that the warranty policy set out the process that should be followed when a claim is made, as well as what the warranty did and did not cover.

Specifically, the ombudsman noted that the policy dictated that no repairs were to start until the business had given authorisation. In this case, the business was not initially convinced that the claim fell under the terms of their coverage. Therefore, it requested their own inspection to obtain further information.

However, by the time this took place, the engineer noted that their assessment was restricted due to the faulty turbocharger having already been removed and replaced.

Based on the course of events, the ombudsman stated in their decision that the claims process was clearly set out in the policy, and that it had not been followed by the consumer, and meant the warranty provider could not fully assess the issue against the terms of their policy.

Additionally, the ombudsman noted that, when the consumer first contacted the warranty provider about the faulty turbo, the business replied with an email outlining the claims process. This contained a section in bold marked as “IMPORTANT”, and clearly repeated the policy wording in that repairs could not begin without prior agreement from the warranty provider.

Conclusion:

After considering the facts of the case provided by both parties, the ombudsman noted that a warranty policy has two aspects. These are namely the claim process that is to be followed, and the coverage offered by the policy.

On this occasion, the ombudsman noted that the process had not been followed by the consumer, impacting the ability of the warranty provider to assess the validity of the claim.

As such, the ombudsman did not uphold the complaint in the consumer’s favour, and stated that the business did not have any obligation to cover the cost of the repairs given the process had been made clear to the consumer on multiple occasions.

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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 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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The Motor Ombudsman’s Knowledge Base, the online reference tool designed to provide consumers with responses to some of the most common queries on car ownership, vehicle maintenance and dispute resolution, finished 2025 on a solid footing by recording 109,408 views during the final quarter of this year. This represented a 43% increase versus the previous three months (76,389), highlighting the resource’s continued popularity amongst website visitors.

The Q&A looking at the Consumer Rights Act, and how it affects a vehicle purchase from the New and Used Car sales category, retained its top spot as the most consulted article with nearly 9,000 reads between October and December – a core piece of legislation which governs the obligations of businesses when retailing products, such as a vehicle, and which remains central to decisions made by The Motor Ombudsman.

Up two places to second in the 10 most popular articles is a Q&A following a similar theme, which looks at a consumer’s rights when buying a car (5,592 views) – a piece which also explores the criteria around the short-term right to reject.

With just over 5,200 views, and rounding off the three most referred to subjects during Q4, was the topic of how to make a complaint about a vehicle – whether it is new, second hand, or if a repair is not considered to be of the required standard.

One of two new entries in the classification, when compared to that seen in the previous quarter, and with 3,412 views, is the Q&A which touches on the action a vehicle owner is able to take should they find an issue with their car in the first 30 days from when they were handed the keys by the retailer, and the implications on receiving a refund for the purchase of the vehicle.

The other article making its debut versus Q3 (in seventh place in the top 10 with 2,663 views) is about the next steps if a motorist should discover a fault with their new car, in terms of exercising their legal rights or having the problem rectified under the manufacturer’s warranty.

The most frequently visited article in the Knowledge Base’s Service and Repair category, touches on the subject of what a customer is able to do should they deem a repairer, such as an independent garage or franchise dealer workshop, to be taking too long when carrying out work on their vehicle (ninth place with 2,371 views).

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• Motor Ombudsman poll shows nearly seven in ten UK garages are set to see car owners skipping essential repairs this year in a bid to save money  
• Ignoring warning lights can turn into ‘wallet frights’, as delaying fixes can lead to higher bills and compromise safety
• Around 40% of repairers expect customers to abandon cars this year should work prove too costly 

Motorists could unknowingly be putting their own safety and finances at risk by delaying essential repairs to their cars. At a time when consumers are once again facing rising bills as the new year begins, the latest annual poll of car garages and workshops across the UK by The Motor Ombudsman – an expert on all things motoring, has revealed that nearly seven in ten (68%) expect drivers to skip doing vital work on their vehicles as a quick way to save money. This is a slight rise from the figures of 61% seen in 2025, and 53% in 2024, laying bare the continued strain on household budgets.

However, delaying repairs, no matter how small, can lead to more costly bills later down the line. For example, putting off having a timing belt replaced – a vital component for ensuring the smooth running of an engine, can turn a typical bill of around £600 into a worst-case scenario of complete engine failure, which carries an average bill of £5,400 – a cost nine times greater than what it should have done.

Furthermore, ignoring squealing or grinding noises from the brakes, and not changing the pads (typically £266 for a set of two per wheel), may not only escalate into needing more of the braking system replaced, such as discs and calipers – carrying a combined £700 bill a wheel, but postponing such an important safety fix equally poses a danger to life, as stopping distances can be vastly reduced, especially in bad weather.

Similarly, shunning changing tyres in poor condition and with tread lower than the legal minimum of 1.6mm – costing on average £94 per corner, can impact handling and safety, and result in a fine of £2,500 and three points on a driving licence for every tyre that’s sub-standard.

Rebecca Pullan, owner of The Motor Ombudsman-accredited Carmaster Garage, said: “Avoiding repair bills might feel like a tangible saving in the short term, but it often proves a false economy. That’s why it’s important to visit a trusted and reputable garage at the first sign of trouble, and to tackle issues early on before they escalate into something much more serious.”

In light of drivers holding on to their cars for a lot longer – now an average of 9.5 years – an all-time high [1] , the findings from latest study also showed that nearly four in ten (38%) vehicle repairers across the nation expect drivers to abandon their cars and to leave them behind at garages if repair costs prove too expensive to keep them running. This is a rise from 28% when compared to what was forecast for 2025, reinforcing how car ownership can hang in the balance in the event of a bill proving unpalatable.

Lastly, to compound an economic backdrop of increasing household bills, the research also highlighted that over half of garages (55%) are set to grapple this year with the challenge of not passing on rising costs, that they themselves are having to contend with, when handing over invoices to customers.

Rebecca said: “Cars are complex machines, and carry an ongoing financial commitment to keep them legal and roadworthy. Things can of course go wrong out of the blue, especially as drivers are not changing cars so regularly nowadays.

“This is why it’s so important that money is put aside and to have a separate pot ‘at the ready’ to help pay for any unforeseen repairs, alongside regular recommended routine maintenance, such as servicing and MOTs. Owning a car is one of the biggest household bills, meaning budgeting is key.”

Rebecca Pullan at Carmaster Garage also offers the following top tips to help drive down the burden of costly repair bills:

Take a look at extended warranties offered by a Motor Ombudsman-accredited provider to help protect against having to pay for costly mechanical and electrical problems.

1. Put time aside to carry out regular basic checks, including tyre pressure and condition, and fluids levels, such as oil, to ensure that they meet vehicle manufacturer-recommended levels;

2. Contact an accredited repairer listed on The Motor Ombudsman’s Business Finder; (TheMotorOmbudsman.org/Business-Finder) in the event of any dashboard warning lights, and squeaks and rattles, as this can indicate something may be wrong and require immediate attention;

3. Keep an eye out for free vehicle health checks at Motor Ombudsman-accredited businesses to stay on top of any issues before they escalate into ones which may be more significant;

4. Consider a service plan to help spread the cost of routine maintenance and avoid the burden of paying a yearly lump sum; and

5. Take a look at extended warranties offered by a Motor Ombudsman-accredited provider to help protect against having to pay for costly mechanical and electrical problems.

“Avoiding repair bills might feel like a tangible saving in the short term, but it often proves a false economy.”

Rebecca Pullan

Owner at Carmaster Garage

To view the businesses that are accredited to The Motor Ombudsman’s Service and Repair Code, visit www.TheMotorOmbudsman.org/Business-Finder.

[1] The Society of Motor Manufacturers and Traders (SMMT)

ENDS

The Motor Ombudsman survey saw 85 service and repair businesses respond online between 03rd and 21st November 2025. Read the full Motor Ombudsman Service and Repair 2025 review and 2026 outlook at:

www.TheMotorOmbudsman.org/useful-information/industry-insights

The post Drivers to hit the brakes on vital car repairs in 2026, says motoring expert appeared first on The Motor Ombudsman.

• Latest annual Motor Ombudsman poll shows independent garages and franchise dealer workshops are set to encounter a myriad of challenges in 2026, with rising operational costs, taxes and bills at the forefront of these
• Around seven in ten respondents are forecasting fewer customers will be able to afford routine maintenance this year, and put off essential repairs in a bid to save money
• The research finds that 45% of vehicle repairers expect the recruitment of qualified and experienced technicians to remain difficult in the coming months, adding to business strains

The UK’s service and repair sector is set to face a convergence of challenges this year, according to The Motor Ombudsman’s latest annual survey of independent garages and franchise dealer workshops.

The Ombudsman study, which provides a yearly ‘gauge of business sentiment’, has revealed that rising operational costs, taxes and bills are set to pose the biggest obstacle for over nine in ten (92%) vehicle repairers during 2026 – a slight two-percentage point increase versus the figure for the same study conducted ahead of 2025. Coupled with the recent rise in National Insurance employer contributions, vehicle repairers are set to be impacted by the arrival of added expense this year, such as higher minimum wages, a revaluation of business rates, and greater standing charges for energy use.

The research equally showed nearly seven in ten businesses forecasting that fewer consumers will be both unable to afford routine maintenance, such as servicing (69%), and put off vital work to their cars in the coming months in a bid to save money (68%), as households themselves grapple with bills that have once again increased with the start of the new year.

This potential drop in footfall may call for businesses to look at diversifying income streams to future-proof revenue in 2026 and drive further efficiencies in the way that they work, such as through using Artificial Intelligence (AI). Similarly, making investments in new technology, for example, in relation to the maintenance of Advanced Driving Assistance Systems (ADAS) and electric vehicles (EVs), could also serve as an important point of differentiation from competitors.

Furthermore, just over two-thirds of businesses questioned (68%) stated that they will face rising parts prices this year to fix vehicles. Although the outlook is positive, in that inflation is set to ease throughout 2026 according to forecasts [1], around half of respondents (55%) nevertheless stated that not passing on higher costs to consumers when handing over a bill, posed an added obstacle for their business, when it comes to both retaining existing loyal customers and attracting new ones.

As the pool of available qualified and experienced vehicle technicians for hire continues to make headlines, with thousands of vacancies yet to be filled [2], the persisting shortage of such a vital resource in the automotive sector is reflected in the results of The Motor Ombudsman poll. This is namely that nearly five in ten of the garages and workshops questioned (45%) said that recruitment would remain difficult through 2026, whilst the top staff-specific challenge emerged as being able to raise salaries to account for the heightened cost of living to help retain staff – all at a time when the bottom line may be compromised.

With finances often on a knife-edge for many motorists, as spend is prioritised according to where it is needed most, 38% of the businesses polled expect to see consumers abandoning their car on site, if the cost of repairs becomes too prohibitive. This is up from 28% – the figure forecast by businesses for 2025, reinforcing the growing pressures on household budgets.

Despite a trading environment that will bring a myriad of obstacles for repairers during 2026, there are nevertheless some encouraging takeaways from the research. For example, 29% of respondents explained that they intend to upgrade their premises to create an improved service and repair experience for customers, whilst about a fifth (21%) plan to invest in EV-specific learning initiatives to upskill their workforce, and attend training courses and webinars to further drive-up operational standards.

Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “As we start the new year, it is clear from the findings of our latest poll that garages and workshops across the UK are facing an unprecedented convergence of challenges, with rising costs at the very forefront of these.

“Navigating this complex landscape, and a challenging economic backdrop to match, will require businesses to be adaptable, innovate and stand out from the crowd in what is a very competitive sector. This is where The Motor Ombudsman and its Codes of Practice play a key role in championing the pursuit of excellence and the unrelenting high standards of work and service delivered to motorists by repairers in our ever-expanding accredited network across the country.”

“Navigating this complex landscape, and a challenging economic backdrop to match, will require businesses to be adaptable, innovate and stand out from the crowd in what is a very competitive sector.”

Bill Fennell

Chief Ombudsman and Managing Director

To view the businesses that are accredited to The Motor Ombudsman’s Service and Repair Code, visit www.TheMotorOmbudsman.org/Business-Finder.

ENDS

[1] Source: OECD (https://www.reuters.com/world/uk/uk-set-faster-growth-2026-slower-inflation-oecd-forecasts-2025-12-02)

[2] The Institute of the Motor Industry (IMI)

About the survey data

The Motor Ombudsman survey saw 85 service and repair businesses respond online between 03rd and 21st November 2025. Read the full Motor Ombudsman Service and Repair 2025 review and 2026 outlook report at:

www.TheMotorOmbudsman.org/useful-information/industry-insights

An infographic showing the main challenges set to be faced by independent garages and franchise dealer workshops in 2026 can be seen below.

The post Rising costs to pose biggest challenge for 9 in 10 repairers in 2026 appeared first on The Motor Ombudsman.

The consumer booked their compact SUV in for its six-year service and MOT via an online repair platform, and the description said that the price included replacement brake hoses.

However, just before the service was due to take place, the consumer was contacted and was advised that there had been an error and that these components would not be part of the package, and would cost an additional £200. As the customer refused to pay this on request, the booking was cancelled, with the platform citing their terms and conditions.

The customer subsequently complained on numerous occasions, as they believed that the business had acted fraudulently, and had formed a valid contract, which they then breached.
As a resolution to their dispute, the consumer was seeking compensation for distress and inconvenience that had been caused, and damages for the missed service to their vehicle.

The case outcome:

The adjudicator reviewed the evidence provided, and noted that, while they acknowledged that the price stated by the business was incorrect, and that the terms state that prices can be amended and bookings cancelled, there was not sufficient evidence to suggest that the terms were provided to the consumer at the time of booking.

The adjudicator also stated that it was reasonable for the consumer to expect that the business would honour the price of the package, inclusive of the brake hoses, at the time of booking, plus it was unreasonable to request the £200 just before the service was due to take place. Based on this, the adjudicator upheld the complaint in the consumer’s favour, and advised that the most appropriate remedy in this case was an apology for inconvenience caused, as there was no financial loss in this case due to the consumer not having yet made any kind of payment.

However, the business disagreed with this outcome and requested a final decision. The ombudsman advised that, to form a contract for service and repair work, four elements must be present, namely an offer, acceptance of that offer, consideration provided (usually money), and an intention of both parties to create legal relations.

In relation to the servicing and repair of a vehicle, the contract is usually formed when the consumer brings the vehicle to a repairer’s premises and leaves it there with a promise to pay afterwards, in exchange for the business completing the work.

In this case, no money was exchanged before the consumer brought the vehicle on site, and the booking was cancelled prior to them even starting to travel to the business’ premises. As such, no consideration was provided, and no contract had been formed. The ombudsman concluded that the business was therefore within their rights to cancel the consumer’s booking.

However, the ombudsman noted that the business had incorrectly applied their terms, which stated that it was entitled to cancel the contact where there was an ‘obvious and unmistakable’ error of pricing. The ombudsman reviewed the terms, and found that a consumer would not reasonably have known whether brake hoses were included in a service, or would come at an additional cost of £200.

Conclusion:

As such, it was considered that there was a breach of the Service and Repair Code in relation to the accuracy of information provided at the time of booking. The ombudsman partially upheld the consumer’s complaint, but did not make a financial award, as they had not formed a binding contract for the booking. The ombudsman instead recommended the business reviewed its processes and training to ensure the information they provided to consumers was as accurate and up-to-date as possible.

The post Brake hose premium appeared first on The Motor Ombudsman.

The consumer purchased a brand-new hybrid hatchback from a dealership for around £22,000. On collecting the vehicle, the customer noticed a dent in the wheel arch, and notified the sales executive immediately, who explained that it would be repaired. However, the rest of the car was not inspected due to the vehicle being new, but on arriving home, the new owner saw damage to the bumper.

Due to it being too late in the day, the customer notified the business about this a few days’ later and, following a smart repair which did not resolve the issue completely, the bumper was replaced. The wheel arch was nevertheless left with a small pin prick dent after a repair, much to the dissatisfaction of the consumer.

In light of what had happened, the consumer was ideally looking for a replacement like-for-like vehicle, but the customer was informed that they could have another model costing nearly £50 extra per month, which they could not afford.

The dealership had also offered a free first-year service, as well as the repair of the wheel arch at no cost, which the consumer subsequently accepted as a resolution to their dispute.

The case outcome:

The Motor Ombudsman adjudicator reviewed the evidence supplied by both parties, and noted that the consumer and business agreed that imperfections remained in the wheel arch panel, but were subsequently repaired at no cost, as this was the consumer’s preferred option to resolve the matter in hand.

The adjudicator also remarked that the business had not heard from the customer since this was undertaken, which assumes that the work was to the consumer’s satisfaction, and that the issue had not re-occurred.

The Consumer Rights Act 2015 states that, if a fault occurs after the point of sale, a business should be given “one-shot” to repair the vehicle. If the fault was to re-occur, the customer would be entitled to reject the vehicle for a refund.

The adjudicator stated that, following the repair work, there was no further evidence that would reasonably indicate the vehicle still suffered from the same fault or that it had returned.

Conclusion:

Based on the facts of the case, the adjudicator was unable to uphold the consumer’s complaint as no breach of the Vehicle Sales Code was apparent, and the case was closed.

The post Post-purchase repairs appeared first on The Motor Ombudsman.

• With ‘Frantic Friday’ only a few days away, as millions start taking to the roads for the festive break, research by motoring expert The Motor Ombudsman revealed that 53% of adults across the nation would not check their tyres were safe and legal before setting off
• Drivers can be landed with a fine of £2,500 and three points on their driving licence per illegal tyre – an unwanted added expense at an already often-costly time of year  
• Motorists are being urged to ensure that their car is fully roadworthy to avoid any unwanted stoppages and breakdowns when travelling to their holiday destination

The festive getaway traditionally ramps up the weekend before Christmas, when millions of motorists encounter ‘Frantic Friday’ and ‘Snarl-up Saturday’ on the roads. However, a poll by a motoring expert has found that over half of individuals (53%) would simply forgo checking their car’s tyres were in a safe and legal condition ahead of setting off on their journey to celebrate the festive season with friends and loved ones.

Whilst many often spend hours ensuring their gifts are carefully wrapped, decorating the tree, and shopping for the celebrations, the latest research of 2,000 UK respondents by The Motor Ombudsman revealed that, in contrast, just over four in ten (47%) would put in the time to make sure that all tyres were inflated to the correct pressures recommended by the vehicle manufacturer according to the luggage and number of people in the car, and that the tread depth of the rubber was at least the legal minimum of 1.6mm.

As well as tyres being a critical safety component with only a small contact patch separating vehicles from the road, drivers can be subject to a fine of £2,500 and three points on their driving licence per illegal tyre.

In fact, the study showed that the country’s newest drivers, i.e. 18 to 29-year-olds, are the least contentious of any group when it comes to checking that the four corners of their car are in optimum condition (at 42% of respondents), whilst those in the 45 to 59 bracket emerged as being the most attentive (51%).

Rebecca Pullan, owner of The Motor Ombudsman-accredited Carmaster Garage, said: “As well as keeping an eye out for any cuts, lumps, or bulges, which could suggest internal damage, under-inflated tyres can lead to hidden costs, such as premature and uneven wear, increased fuel consumption, and significantly raise the risk of aquaplaning. This is a dangerous combination where water builds between the tyres and the road, causing a loss of traction, steering and braking control, and heightening the chance of an accident.”

The findings of the latest research equally showed that fewer than half of those questioned in the study (47%) would pop open the bonnet to ensure that windscreen washer fluid was topped up to the right levels – as wintry weather brings more challenging conditions and spray and grime being thrown up from the road, and that the engine oil level can also be read between the right lines on the dipstick.

Rebecca added: “Inadequate or dirty oil circulating in the engine can lead to poor performance, whilst eventual starvation can lead to a full engine replacement carrying an average cost of thousands of pounds, highlighting the importance of having it changed annually and not skipping services. However, if drivers see a warning light on the dash in the interim – a symbol similar to the outline of ‘Aladdin’s lamp’, they should never ignore it, as it means that the oil level or pressure has dipped, so it’s important they take their car to a reputable garage without delay.”

With shorter hours of daylight over the festive season, and sunshine becoming more of a rarity, lights and indicators working at their very best is vital. The study however, pointed to the fact that only about a third of drivers (31%) would take a look at the front and rear to ensure everything was lighting up correctly, including fog lamps. Similarly, only around one in three (28%) would check the battery charge level before hitting the road if they owned a hybrid or electric car.

Worryingly, the poll saw nearly a fifth (16%) of survey respondents claiming they would make no checks at all ahead of setting off, and would simply ‘wing it’ – essentially hoping for the best that their journey will be free of any unforeseen hiccups.

Rebecca said: “As a long-awaited end-of-year celebration, it’s easy to get caught up in the excitement of the festive spirit, and not give your car the due care and attention that it needs ahead of a long journey. But this is where nightmares before Christmas can begin. Just like us, cars need regular check-ups and maintenance to stay in shape, especially when undertaking long distance journeys that many are likely to be doing throughout the coming days.

“Just like us, cars need regular check-ups and maintenance to stay in shape, especially when undertaking long distance journeys that many are likely to be doing throughout the coming days.”

Rebecca Pullan

Owner at Carmaster Garage

“If you’re not sure what to look out for, use The Motor Ombudsman’s handy online Business Finder to search for a local trusted repairer, because ultimately, a professional health check can save you hours of avoidable stress and being out of pocket, especially at a time when the expense of the festive season quickly mounts up.”

To see The Motor Ombudsman’s ‘Car-istmas’ tips for the festive season, visit www.TheMotorOmbudsman.org/Car-istmas.

ENDS

The research was conducted by Perspectus Global among a sample of 2,000 UK adults. The data was collected between 14.11.25 to 18.11.25. Perspectus Global abides by and employs members of the Market Research Society and follows the MRS code of conduct and ESOMAR principles.

Car-istmas® is a trademark of The Motor Ombudsman Limited.

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