The Motor Ombudsman reports the busiest third quarter (2024) for vehicle service and repair complaints.
They tell us:
(All words and images from The Motor Ombudsman).
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The proportion of issues relating to the chassis area of the vehicle during the past quarter, which relates to the suspension, brakes, wheels, and steering, fell slightly compared to that seen during the July to September period last year (9% versus 11% respectively). Problems raised by consumers took in the likes of cars being fitted with incorrect tyres, the wrong alloys being refurbished, premature brake pad wear, steering rack failures and cracked subframes. |
The fourth largest source of complaints (8%) reported in the third quarter of 2024 pertained to electrical systems. Some of the faults incurred by consumers, were namely, alarm wiring corroding, interior fans draining car batteries, erroneous stop/start systems, and flickering headlamps. Charging and battery issues equally drove electric vehicle owners to log a complaint in the third quarter, although these were in a minority due to the comparatively lower car parc versus petrol and diesel models. Also at 8%, but with a slightly lower volume of complaints than the former category, the exterior element of a vehicle witnessed consumers reporting sub-standard paintwork finishes, A-pillar trims detaching from bodywork, misaligned doors and incorrectly fitted door handles after repairs, and window panes sliding down door frames. In contrast, the interior of vehicles drove the fewest number of disputes during Q3 at just 4%, mirroring the trend seen for the same quarter in 2023. Complaints encountered by consumers ranged from air conditioning systems blowing out warm air, to infotainment systems and DAB radios having intermittent functionality. |
For the service and repair complaints received by The Motor Ombudsman during the past three months, the majority (48%) related to owners of diesel cars, followed by petrol models (43%), electric vehicles (5%), and hybrids (4%). Furthermore, the three most preferred resolutions stated by the majority of consumers to help bring their dispute to a close, were a free of charge repair (31%), compensation (23%), and a full refund (19%). Where a monetary value in relation to their preferred resolution was attributed by a consumer to their case submission, this stood at an average of £3,689, equating to a small fall of 13% versus the figure of £4,258 seen for the same Q3 period in 2023. Commenting on the latest figures, Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “The overall trend seen this year is that we have observed a significant increase in the number of contacts and cases across all of our Codes of Practice, not just in relation to service and repair disputes. With the rising costs of maintaining and operating a vehicle, coupled with the broader financial pressures on households, consumers are more likely to raise a complaint to help recoup any detriment that they may have considered to have suffered, and are submitting far more detailed and comprehensive evidence to bolster their case.” Bill added: “With the car parc being predominantly petrol and diesel models, the drivetrain area of a vehicle continues to generate the highest volume of service and repair complaints, but this will no doubt see a shift once EV sales become more prominent in the run-up 2030.” To view the franchise dealerships, independent garages, and mobile mechanics that are accredited to The Motor Ombudsman’s Motor Industry Code of Practice for Service and Repair, visit www.TheMotorOmbudsman.org/Garage-Finder. |