UK Motor Ombudsman sees record complaints in 2024's busiest quarter

The UK’s Motor Ombudsman has been buzzing this past quarter, receiving an eye-popping number of complaints from disgruntled motorists. From July to September 2024, a staggering 1,586 complaints rolled in, marking an 18 per cent increase compared to the same period last year. While it wasn’t the all-time high set earlier this year, it’s clear that drivers are hitting the brakes – and then some – when it comes to unresolved repair and service issues.

So, what’s ruffling drivers’ feathers this quarter? The usual suspects are back in the spotlight, with nearly 40 per cent of complaints tied to the “drivetrain” category. Think of this as the car’s main ensemble cast – engine, transmission, fuel system – all showing up for their worst performance. Motorists reported everything from shaky engines (thanks to premature timing chain failures) to turbos giving out and engines drinking a lot of oil.

Right behind drivetrain issues were gripes about lacklustre customer service, which accounted for 32 per cent of the complaints – nearly double what it was last year. Some horror stories included repair shops damaging vehicles on the lift and performing “unauthorised repairs,” sending drivers into a tailspin of frustration. There were also cases of businesses pocketing upfront payments without delivering on repairs, and shops repeatedly failing to fix the same issues.

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And let’s not forget chassis complaints. Though down slightly from last year, issues with suspension, brakes, and wheels still accounted for 9 per cent of cases. Drivers faced problems like being given incorrect tyres, brake pads wearing down too quickly, and cracked subframes – all leading to a rougher-than-expected ride.

Even electric vehicles couldn’t escape the drama. Electrical system complaints came in fourth, at 8 per cent, with recurring headaches like alarm wiring corroding, stop/start systems malfunctioning, and battery-draining interior fans. EV owners weren’t thrilled with flickering headlamps and battery issues, though their share of complaints was still a minority compared to combustion engine owners.

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Finally, for those who think the outside counts just as much as the inside, the vehicle’s exterior finish held its own at 8 per cent. Drivers were miffed about shoddy paint jobs, misaligned doors, and window panes that preferred sliding into door frames instead of staying in place.

Not surprisingly, diesel vehicles topped the complaint list at 48 per cent, with petrol-powered models close behind at 43 per cent, followed by electric (5 per cent) and hybrids (4 per cent). Drivers sought three main solutions to put an end to their car chaos: a free repair (31 per cent), compensation (23 per cent), and a full refund (19 per cent). And for those with a specific price tag in mind, the average requested payout was £3,689 – just a bit lower than last year’s £4,258.

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