The Motor Ombudsman Anmeldelser 

At the end of the day I paid Mercedes for a diagnostic, they then wanted to charge an additional £500plus for further inspection. I took a it to another company who found the issue within the diagnostic! Yet you said I shouldn’t have a refund from Mercedes…. Crazy!

You have stated that the company Read Alfa no longer exists, yet it was a part of Read Motors which still exists and is selling cars including old Alfa stock they have left over.

How do I know this and yet your organisation does not seem to?

Great service once our case was assigned to a case worker. Clear and prompt communication

Fair and professional

I’m extremely disappointed with the service from The Motor Ombudsman.
It took around a year for my case to even be looked at. After that long wait, I received an email advising that the case would be resolved within 90 days. We are now two months beyond that 90-day timeframe, and I still have not received any update, decision, or meaningful communication.
I have sent two follow-up emails. Both generated the standard automated acknowledgement, but I have heard nothing further from anyone dealing with the case.
I appreciate that organisations can have backlogs, but the lack of communication is unacceptable. If deadlines are given, they should either be met or customers should at least be kept informed about delays.
In a world where AI and modern technology are increasingly used to streamline administrative work, I would have expected case handling to be far more efficient, with investigators focusing on reviewing cases and checking for errors rather than leaving customers waiting for months with no updates.
At the moment, the process feels slow, unresponsive, and frustrating, and it has significantly reduced my confidence in The Motor Ombudsman as an effective dispute resolution service.

They had the absolute audacity to send for feedback, the service is abysmal. Do yourself a favour do not use them, they work fur the business not the consumer.

Really disappointing the way she handled the call

Professional. A bit slow at times. Limited powers. Worth a go but don’t hold your breath! Mercedes had serviced my car. Negligent servicing - resulted in oil on my driveway. Mercedes walked away from problem. Ombudsman were unable to get Mercedes to get drive cleaned or repaired. Now having to go down media, social media and legal routes.

I’d give zero stars if I could
Waited months for a response after being told I had a legitimate reason for complaint. To be told I should have complained to dealership, not the car manufacturer. Now they tell me they can’t intervene as my dealership does not subscribe to the service!
A service that is designed to protect the manufacturer in every case, all bark and no bite. Paid for by the very companies you are often having issues with. Corrupt and not independent

Not everyone is computer literate

Funded by the motor industry to support the motor industry. AI response no empathy or understanding. A waste of time

What a waste of months and months and effort,if I had known all they was going to do was basically to ask the clearly obvious dodgy corrupt car supermarket “could you please pay back the thousands of pounds you conned this person out of or at least pay compensation as we have clear evidence of this con” and then they just said back “no we don’t want to “what a complete waste of everyone’s time and I believe they even get paid at the motor ombudsman 😐

Total waste of time, took well over a year to be rejected, even when Skoda already tried to fix the problem under warranty (£3500) and a recorded call admitting they were aware of the issue. Now left with a lethal car.

Unanswered emails and failed to adhere to internal timescales and processes. Emailed Ombudsman’s for an updated. No response. Rang them to find out the status only to find nothing had been done for 4 months. No response had been provided by the Dealership, and they did not follow their internal procedures to send a “Final Reminder” letter. My advice - chase Ombudsman weekly!

Our case is still ongoing therefore unable to give 5 * as not sure of the outcome, hence 3 *. However, contact todate about progress and next stage has been good. Will give further review when outcome known.

I notice most of the positive reviews are people saying that they're very useful with the initial conversation (possibly to recommend that its not worth carrying on with their action). After a couple of weeks I received a reply that told me my case was legitimate and the investigation would start in 4 months time. Believing the issue would be resolved I put all other means of action on hold and stopped contacting the manufacturer and retailer. Approaching that date they said it would be delayed due to a similar case going through the courts even though it was a different manufacturer with different symptoms. After 3 months of emailing them updates and calling them I have heard nothing while the state my car continues to deteriorate. When you call, the place is either closed for updates (as it was today) or you get put in a queue that hangs up automatically after 30 minutes. Which happens a lot! When you finally get through (took me 4 times once) their standard response is that they will pass the information to the case worker. I am now pursuing legal action through my own solicitor. Despite the misleading name and domain extension, this organisation is funded by the manufacturers and retailers and I truly believe the aim, to some extent at least, is to dissuade the consumer from taking their own independent legal action or delay their action until after their own consumer rights have expired. I strongly advise to not rely upon this "organisation" after raising a case. It says it is "backed" by the government which is a very vague statement but whether it abides by government regulations or is audited by the government to any extent is another question.

Advisor listened to my complaint and was sympathetic after hearing how I had been treated so badly and lied to by staff at Chapelhouse Motors

Took 2 years to even look at the case(sic). Did not objectively look at evidence producing a perverse judgement. Asked to make a formal complaint-no response.Genuinely shocked at very poor service, timing & judgement. Would not have bothered as seem on side of garage.

Very helpful, there's not much more to say, just that it's nice to speak to people who truly listen to your issue's and do the best they possibly can to help.well done motor ombudsman.

The advisor was very helpfull and clear with the information