The Motor Ombudsman Anmeldelser 

My complaint has been with The Motor Ombudsman for months and I am still no closer to a resolution.

I have repeatedly had to chase for updates and there has been very little meaningful communication or progress. Meanwhile, I am still left dealing with an unresolved dispute involving a nearly new vehicle.

The whole reason for approaching an independent dispute resolution service is to get some help when a customer and retailer cannot resolve matters themselves. Instead, I feel like I have simply been left waiting while the situation continues.

After months of this, I have very little confidence that my complaint is actually going anywhere. The communication and length of time this has taken have been extremely disappointing.

Case was reported to them march 2024, got an email November 2025, stating they had everything from both parties, decision would be made in 90 days. Hour later got another email stating it was a complicated case and would be looked at by someone, it would be longer than 90 days! Didn't hear anything, so sent an email in August 2026 enquiring about it, no reply. Got on to Citizens Advice ( they referred originally to Ombudsman in 2024) , they phoned the Ombudsman in September 2026 to be told my case hadn't been passed on to anyone to investigate further and couldn't say when it would be looked at!!! So 2 1/2 years later, they've done absolutely nothing!!! Wouldn't advice anyone to use them as it's a waste of time!! Even the Citizens Advice person couldn't believe how bad they were. I'm still waiting for the resolution October 2026!! Absolutely disgusted!

Id give zero stars if I could . The whole thing was a farce . Took ages to reply to me ( over a year) to tell me my claim was now too old , well it wouldnt have been a year ago !!! Then they went ahead without getting any more info from me , I had garage receipts , fault reports etc . To be told not enough evidence ( never asked for it) subsequently the company got away with everything . I guess its the easier for them, a complaint addressed ( except they didnt ) . Id go so far as to say theyre corrupt, inefficient and not fit for purpose . Theyre lack of communication skills as an organisation is astounding .Im absolutely furious

The complaints process is made very easy, currently awaiting a ruling so we shall see.

Quick call connection time and spoke to an individual who considerately listened before offering helpful advice on the situation.
Initial on-line case submission was straightforward too.

The person on the phobeline was great. There just aren't enough to process cases at an appropriate speed.

Customer service was not able to help me however he gave me advice of what could be done which has been very helpful thank you Simon

If I could give it zero I would, if I'd paid for the service I'd be furious. This organisation has been set up to purely say there's a body rather than do anything, by the time they came up with a verdict that sided with the trader they'd run down the clock on my consumer rights. Don't waste your time with this 'impartial service' just look up your rights and act faster if you think you've been unjustly treated, the TMO will mess you around, leave you hanging, ask you for things already provided and side with the bodies that pay for the stamp.

I raised my complaint against Nissan UK in January 2026. I provided some detailed information and timescales as well as photographic evidence. I understand the case has now been sent to Nissan and a response received.i was disappointed to then be told that it might be more than 90 days until I get any further information. This is quite disappointing but I will just have to be patient. I had hoped for a solution sooner than this.

Very helpful and professional service

Absolutely appalling. Two years to uphold one tiny portion of my claim. Even then, the "resolution" proposed was that the dealership apologised without even repaying the portion of the claim that was upheld. And when I pointed this out, I was made to jump through hoops asking the AA to produce invoices from breakdowns in October 2024. The AA were the only positive in this story. Too long and boring to go in to.

To summarise, I have rejected their 'help' and am pursuing in small claims. My fault for being naive enough to believe an Ombudsman might be unbiased and helpful.

Firmly on the side of the motor industry. Rude and unhelpful. My case was adjudicated by Shamillah Nazziwa
Adjudicator Grade 2.

Waste of time and space. Don't bother.

I recently completed a case against Jaguar through The Motor Ombudsman. Going up against a major car manufacturer is incredibly daunting, and I knew I might not win the case. However, with the help, guidance, and support provided by the Ombudsman team, I felt like I actually had a fair chance and a voice in the process.
Thank you to the team for their independent oversight and for giving consumers the support they need when facing large corporations. Highly recommend their service.

Very Knowledgeable, Helpful and polite.

Well after 10mins telling you my problem you informed me that the garage I'm dealing with does not come under you so nothing you can do.

Excellent communication through out

Whilst you could not deal with my complaint, you were empathetic, understanding, and listened.
You gave good advice and guidance of what I can do and who to contact.

Good clear advice polite staff helpful and friendly all round good service

My case is ongoing at the moment

You did not support me in my case. You were biased against me and said that Toyota was right and that they should repair the vehicle. However, they gave me a brand-new car with serious and very expensive problems, and they are still charging me money to this day. Did the person who made that decision really consider my situation fairly?