Ombudsman reports 550,000 motor industry complaints

The motor industry accounted for one per cent of the 55 million customer complaints reported by the Ombudsman Service’s Consumer Action Monitor report.

However, it also found that 75 million issues were not reported

Julian Mason, head of the National Conciliation Service, said, ‘Now more than ever, it is essential that UK consumers feel secure and supported when bringing forward complaints.

‘The NCS and the members of our schemes subscribers understand that it is important good relations between consumers and businesses are maintained after the initial purchase or service of a vehicle. It is our job as a CTSI approved organisation to aid that relationship. The motor industry is continuing to develop its aftercare services and ensure consumers feel valued, even in the event of disputes.

‘We encourage consumers to always use an industry leading, established, mediation and conciliation service such as the NCS to handle their complaints, when appropriate.  Worryingly, the report states that only eight per cent of complaints were handled by a mediation service in 2016 and 2015.’