The Motor Ombudsman Reviews 

A year to conclude! This has taken a year for them to do their review of my case, they have clearly not read the complaint properly or properly investigated, I actually don't know what they have done in that time.

Useless they take months to respond to you.What is the point

I found the whole experience extremely unhelpful without any order .

I now have absolute proof that the Ombudsman lied and ignored clear evidence. A number of points were submitted and accepted but this was watered down to one. Total bias towards the Big Corporate Company who lied to the Motor Ombudsman. Lying to the Motor Ombudsman is supposed to be a serious matter but the lies were allowed. Not impartial. Decision not based on evidence. Natural Justice not served. Therefore the Motor Ombudsman's website is misleading and full of lies. The consumer is misled into thinking these people will follow their own codes and principles and an appropriate decision will follow in about 3 months or so ! No - 2 years later Consumers are badly let down and exhausted with all the work we had to do - our warrantees and 3 year service covers are almost expired. (Meanwhile the Big CC is not expected to provide any evidence and a one page statement full of lies is accepted by TMO). Also there is a BIG CONFLICT OF INTEREST - funded by the Big CC's = protection for the Big CC's. Consumers support the UK Economy... we deserve better support and protection from dodgy individuals working for the Big CC's.

I have already done the review

I took them more than 20.months for them to decide they couldn't get involved! Amazing, as this contradicts all advice from other sources!

The person u spoke to listened he was courteous and polite and after listing to our story he agreed he could help us.

The advise was very sympathetic and understood my case

Rubbish customer service - no communication whatsoever

They didn’t resolve the matter to my satisfaction

Time scale for any help is ridiculous. Six months just to be assigned an agent

My only thoughts so far are that this process is incredibly slow. I reported a case in 2024. It was accepted in May 2024 and since that time it has been an incredibly slow process with no resolve. When I did get asked to submit my evidence it always came with a strict 10 day turn around deadline (Otherwise the case would be closed). I met all these deadlines within 24 hours of the requests. I have had little to no communication from TMO. I have asked on several occasions for an update but receive nothing other than an automated response. I called today and spoke with a chap who apologised and said I should get a response within 1 to 4 months. He also said it was in the process of being sent to an adjudicator. I received the very same advice last time I rang and spoke to a member of the TMO...a year ago! It has now been over 2 years and 3 months since my case was accepted and it is still outstanding with zero updates or replies to my emails. Very disappointed with this service I am afraid to say

The politeness of the company is always good.
Unfortunately that is where the rest really goes really badly wrong..
The time it takes to get through to the process is seriously bad, from reporting in Oct 25 to April to then be told it can take up to 90 days.. To then in August question how much more to be told by Christmas due to back log is simply appalling.. Being a professional set up it should never be this bad.
To add, you send in the information and nothing for weeks and then a response that says we want this within days or case closed is simply dreadful..
Not sure is running the show but its just not good enough especially when you here the automated system speaking..

The consumer advisor from The Motor Ombudsman was polite, friendly, knowledgeable and was also empathetic to my problem. Simon was able to signpost me to the relevant service required and then followed up by sending me an email which had contact details for the Citizens Advice bureau. It was so refreshing to speak to someone from your team who is professional in their work. I would recommend your service to anyone. Many thanks!

They listened to me, asked to submit relevant documents to investigate thoroughly and they kept me constantly updated

Call handler very polite, and advised my next step.

Fabulous someone who listens to me and my complaints, a friendly helpful person on the other end of the phone.

Although unable to progress my complaint, nevertheless helped by pointing me in the right direction.