The Motor Ombudsman Avaliações 

Time frame of replies and resolution is too long. A year to resolve a dispute is pointless

Slow, still waiting.
Don’t seem to understand the complaint.

Great first impressions but have read the first case email which states that it can take up to six months for them to assign an administrator 😬 so it looks like the process is going take an awful long time, will update this review once I get a resolution on my case

Extremely disappointing experience with The Motor Ombudsman.

After months of correspondence and providing extensive evidence regarding my complaint against a Toyota dealership, my case was rejected as outside their remit.

What I find particularly unacceptable is that the adjudicator specifically contacted me asking for clarification about how frequently I used my vehicle for work. However, before I had the opportunity to provide that information, a decision was issued rejecting my complaint based on its commercial usage.

The decision also relied on the number of MOT tests my vehicle had undergone, without first clarifying that additional tests had been required following non fault accidents and licensing suspensions.

I had evidence concerning a bumper defect reported on the day of collection, unsuccessful repair attempts and a separate workmanship error acknowledged by the dealership. None of these substantive concerns received a determination because the complaint was rejected on jurisdictional grounds.

My dissatisfaction is not simply because the decision went against me. It is because I do not believe I was given a fair opportunity to provide relevant information before that decision was reached.

I have formally requested a review and escalation to an Ombudsman.

An organisation responsible for resolving consumer disputes should ensure complainants are given a reasonable opportunity to respond before making decisions that effectively close their cases.

Very disappointing service and serious concerns about procedural fairness.

Nothing but a waste of time ⏲️

18 months wasted. My car is still sitting on my driveway, and I’m no closer to a resolution. I went through the process hoping for a fair outcome, but I’m left feeling that none of it made a difference.

18 months of my life gone, and a car rotting away. Pls Don't do it.

Very Long drawn out process
The Ombudsman dont take in to account a persons current life circumstances which lead to actions that can go against their claim.
I have had very difficult circumstances which I cant go into. I had purchased a used EV which was not as described by the dealer in question and they wouldn't accept the rejection which lead to a loss of thousands of pounds. For someone struggling this has put me in a truly bad place. In the end the Ombudsman decided there was not enough evidence and decided to accept the dealer side which made me out to basically be not telling the truth which left me out of pocket and deflated. I also paid for Diamond Brite treatment with my car purchase which was an extra £ 500 on top of the car purchase and the Ombudsman found that that was the case that they didn't apply it which they didnt,but didn't force the dealer to even return that money. A completely toothless entity which just like many reviews I read, they seem to side with the dealer and take no consideration for what a person is going through in terms of health and living circumstances. In the end report it was written in a way that was written like a corporate brochure big wordy statements some of which were baffling. A true disgrace of an organisation. Not having any thought of what affects a car purchase decision can have on ones life instead they worry about the business.

They simply don't care, they'll never take the time to read your case or understand where you're coming from.

Complaints raised ages ago and still awaiting an outcome on one - the 90 days for an update was months ago and no reply to my last email. No idea what is going on!

unreasonable time scale to resolve. Poor communication throughout. It is very convenient for manufacturers to refer complainant to ombudsman as they know that complainant will get frustrated with the process.

The operator was very nice and very helpful
However the fact that any investigation could take 9-12 months is disappointing to say the least

Absolute disgrace of an organisation. Process took well over a year and despite independent evidence they sided with the dealership.

Utterly corrupt and without the appropriate knowledge to make a decision. Do not rely upon the TMO as offering you any protection whatsoever.

I email these filled out the form collected my photos, and NOTHING, NO HELP AT ALL.
Like a Ashtray on a motor bike.1 star was to much, I 3 differant cases with ombusmen, all been same, all getting paid, for no help.its a government front..

The Ombudsman service was very helpful, gave guidelines of how long it would take to process my problem and contact Ford.

Concerns and complaints taken seriously and impartially investigated. Expectations managed and communication clear and detailed.

They closed my case without contacting me at any point. Truly disgusted in their lack of action.

I had a dispute with the company who sold my car and whom I paid monthly subscription to get my service done with them ( Stellantis Croydon ) they done a bad service and damaged my car. After not getting the issue revolved though costumer service I was advice to go through the motor Ombudsman but it would take a long time to resolve the issue. It actually took a very short time, as soon as someone was assigned to my case it was less than 2/3 weeks when everything was resolved. I am so glad I made the decision to report my complaint to the motor Ombudsman without them, I would have definitely not have had this issue resolved. Thankyou ever so much

Very helpful advice

Absolutely useless they r absolutely useless they don't help u.. They protect the seller rather than the buyer... This proves 1 thing.. These individuals r useless.. And they r ran by the government.. Do i say more.. They r just as useless as the government... Why don't u get off your A and do your job.. And stop these individuals doing... What they have done.. 2 me and my family... The support and customer service has been.. Nothing more than appalling and disgusting Behaviour and attitude...