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.


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.


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

Why transitioning to EVs is a money maker for garages

One of main keys to profitability is because ICE-only parts are suffering from a higher inflation rate compared to their EV counterparts

Read More

Pothole damage sees alloy repairs jump 58% in two years

The country’s main political parties vow to fill in potholes as part of their 4 July election pledges

Read More

GSF opens 10,000 sq ft Birmingham branch; Crawley, Southgate to follow

Located close to Birmingham city centre, it features a fleet of five vans, two bikes, and two electric Tuk Tuk-style bikes

Read More

Skills gap “a timebomb” for aftermarket, says GSF CEO

Steve Horne said a lack of workers was stifling the market’s potential and increasing costs for motorists

Read More

Legal hand car washes “outnumbered” by illegal sites as £2.5m in fines handed out

Home Office data revealed that 87 hand car washes across the UK were fined some £2.5 million for ‘right to work’ offences in 2023

Read More

Go to comments

Your email address will not be published.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