Customer complaints to Motor Ombudsman rise 14%
Customer complaints about used cars received by The Motor Ombudsman rose by 14% last year.
It has revealed that it received 18,570 complaints in relation to used cars in 2025 compared to 16,317 in 2024.
Of these, 40% of complaints related to level of customer service received from retailers either at the point of purchase or during ownership, with motorists unhappy about long repair times caused by delays to the supply of parts.
Faults and failures of the engine and powertrain-related components accounted for 35% of all complaints submitted last year, while five per cent of complaints related to exteriors.
Other common areas of complaint included fuel and emissions systems and electrical infrastructure.
High volume
Bill Fennell, chief ombudsman and managing director of the Motor Ombudsman, said: “Given the high volume of used cars that changed hands last year, it is not unexpected for this to be reflected as a corresponding uplift in the number of complaints brought to us in relation to a consumer’s experience when it came to the purchase and ownership experience of a second-hand model.
“For a product which often carries a significant level of spend for households, a high level of customer service remains paramount.
“However, what our data shows is that this is an area which many retailers fell down on before or after the consumer was handed the keys, meaning customer expectations were not met and dissatisfaction followed.”
