DRIVETRAIN AND TYRES AMONG OMBUDSMAN COMPLAINTS

Vehicle drivetrain components were the source of more than half (58%) of the service and  repair disputes brought by customers to The Motor Ombudsman in the first quarter of this year. Problems with a vehicle’s bodywork, and parts associated with the chassis, were responsible  for causing 18% and 11% respectively of the consumer complaints logged with the Ombudsman between January and March 2021.

Bill Fennell, Managing Director of The Motor Ombudsman
Bill Fennell, Managing Director of The Motor Ombudsman

Within the drivetrain category, the intake manifold was perhaps surprisingly the biggest area of concern with nearly a fifth of individuals stating that they had a problem with this component, taking over from the timing chain, which was the main bone of contention during the opening quarter of 2020.

READ: OMBUDSMAN: FUTURE MOT DEMAND REMAINS ‘UNCLEAR’

Tyres and wheels were the largest part of chassis complaints, which is perhaps strange as it is the one part that could be easily inspected on the sales forecourt.

Over a third of individuals (37%) stated that they ideally wanted a full refund as their ideal form  of resolution to their dispute with an accredited business.

2016: MOTOR CODES BECOMES MOTOR OMBUDSMAN

Bill Fennell, Chief Ombudsman and Managing Director of the Motor Ombudsman, said: “With a car made  up of a multitude of components and moving parts, the service and repair complaints that we receive from  consumers vary significantly in both their scope and complexity. Identifying the key trends of what is  causing disputes across our Codes of Practice, and sharing what we are seeing across the automotive  sector, is one of our main roles as an Ombudsman. This ultimately allows us to feed back this data to the  industry and help our accredited businesses to make further improvements with their products, services and processes for the benefit of consumers.” 

 

Published by Greg Whitaker

Editor of CAT Magazine and an experienced motoring journalist @GregWhitaker5

GSF announces new-look leadership team

GSF will add 20 new branches to its 180-strong network over the next 12 months; up to 20 further locations will follow from 2025

Read More

Winners crowned at CAT Awards 2024

The annual event, held at the Lowry Hotel, welcomed more than 200 people from across the aftermarket

Read More

Movers & Shakers: Round-up of all the latest changes

All the latest changes from across the sector, including new roles, promotions, and retirements

Read More

Fraudsters guilty of selling knock-off aftermarket parts in UK

Group used Amazon as platform for its products

Read More

APH Automotive appointed Suplex’s exclusive GB distributor

Director Andrew Hopkin said the move “is a feather in the cap for APH”

Read More

Go to comments

Your email address will not be published. Required fields are marked *