The Motor Ombudsman Anmeldelser 

This organisation in my opinion is not fit for purpose. My case is now over a year old and updates have been non existent. I have always had to ring for information (or lack of it) and get the same excuses - lack of resources, waiting to be assigned someone who can make a decision etc etc. Simply not good enough. I asked during one telephone call if I could speak to the M.D. or someone in authority to try and get some action. The guy I was speaking to was aghast and said that there was no "mechanism" for that to happen. I have a car on my driveway with an engine oil light issue that it had never had until it went into Baylis Hereford for a repair that they diagnosed. Various attempts to rectify the issue failed and eventually they gave up. They recommended I contact the Motor Ombudsman and now I think I know why! I have submitted an online complaint form on the Motor Ombudman's site but having had no response I am not sure they got it.

I believe the service would benefit from being more consumer-focused. In my case, I felt the caseworker was more favourable towards the dealership's position than mine, which gave the impression that the business's interests were being prioritised over those of the consumer. A more balanced and impartial approach would improve the overall experience.

The whole process took to long, and in my opinion was based on the side of the car dealer.
Would not reccommend or ever use again.

Everything was explained clearly

Gave completely different info on the phone and said we’re sending forms but sent completely the opposite

They did not take into account the physical evidence that I had, or suggest that I took it to an expert car centre for evaluation. It seems to me that the motor industry overwhelmed the motor ombudsman with carefully worded excuses and gobbledygook.

My experience with The Motor Ombudsman was extremely disappointing. The response times were slow and the follow-up was poor,

Although the Ombudsman found aspects of the complaint in my favour, it ultimately decided not to award any compensation. This left me questioning what practical protection the process actually provides to consumers who have experienced poor service and significant inconvenience.

Throughout the process, I was left with the impression that the system was more sympathetic towards the manufacturer than towards the consumer. I appreciate that this is my perception of the process, but that was certainly how the experience felt from my side.

In my case, I believe the consequences for the manufacturer were insufficient to encourage meaningful change. Companies such as Vauxhall need to understand that poor customer service and inadequate handling of genuine customer problems can have a real financial and reputational cost.

I believe the Government should review how automotive alternative dispute resolution is structured and consider whether a genuinely independent organisation, with stronger powers to hold manufacturers and dealers to account and provide meaningful remedies to consumers, would better serve the public.

Overall, I found the process slow, frustrating and ineffective. I would not recommend relying on it if you are expecting a prompt and meaningful resolution.

Slow response. I felt you didn’t want to know. Vauxhalls know how to play your system. As a result I have lost my business after 43 years of self employment. Yes I’m a taxpayer and I firmly beleive your are a waste of that tax.

Waste of time. They are completely swamped and can’t deal with anything. My advise to you as a motorist if you’ve been done over by a garage buying a car do the following.
1. If on finance contact the finance company and say you want to hand the car back. They technically own part of the car until paid back.
2. Try and mediate it with garage via email. After this go to small claims court if not satisfied.

The motor ombudsman is a shill organisation designed to make the car industry look like they have a regulator. It is just lip service.

The process takes a long time. I’ve been awarded at the final stage but because the business is ignoring the motor ombudsman I’m not getting my compensation and I’m not sure how much they can do or will do. It’s taken 4.5 years to this point and I’m still not there. I don’t hold much hope so it just seems a waste of time and the business just gets away with it by ignoring all correspondence. I thought they could issue penalties to the dealer but I’m not been told anything and I’m sick of chasing.

Took too to reach Ombudsman. Waiting long time from adduction to reach Ombudsman where conclusion was reversed in favour of dealer without in my view adequate basis to overturn

No point in complaining to the ombudsman, they will take the side of the dealer despite evidence to suggest otherwise.

My issue with a top car dealership was dealt with swiftly when I told them I had now approached the motor ombudsman for their help in settling my problem
After taking 6 weeks to repair and no progress reports from themselves I am now pleased they have offered a goodwill gesture. Thank you for your support dated September 2026

Excellent staff. Very helpful with my complaint and provided clear directions for moving forward. Thank you!

Found the experience a complete waste of time. I spent hours filling in the form and a putting together a series of events then told they would take on my case. Then I got another email telling me they would not because I was not a consumer as I use the van as a trade? Peugeot Stellantis win again! No Value

May be a bit slow due to their workload but achieved a satisfactory outcome for me

I am extremely disappointed with how my complaint was handled. Throughout the process, I felt that the investigation was biased and focused on defending the manufacturer's position rather than fairly considering my genuine safety concerns.

Despite repeatedly reporting the same issue and making every effort to have it investigated, the response relied heavily on the fact that no fault codes were found, while dismissing the real-world behaviour I was experiencing. As a customer, it is frustrating to be told that a vehicle is operating "as designed" when the concerns raised relate directly to confidence and safety while driving.

I do not believe my complaint received an impartial assessment. The decision appears to have been based largely on information provided by the dealer and manufacturer, with little weight given to my consistent reports and experience as the owner of the vehicle.

The outcome has left me with no confidence in either the vehicle or the complaints process. As a result, I have decided to return the car, as I no longer feel safe driving it. I expected a fair and balanced review of my concerns, but unfortunately that was not my experience.

No effort put in to my complaint. Found a reason not to do the work.

Very simple and professional, just would really appreciate someone to speak to.