Alarming Surge In Service And Repair Complaints

In a concerning development, the Motor Ombudsman, a government-backed regulatory body, has witnessed a sharp rise in service and repair complaints within the UK’s motor trade industry.

The organisation, dedicated to resolving disputes between consumers and motor trade businesses, recently reported the highest number of complaints in a single quarter this year (2023).

Between July and September, the Ombudsman received 1,348 new submissions from disgruntled motorists, marking a 10% increase from the previous quarter and a worrying 13% surge compared to Q1 2023.

Alarmingly, these figures exceeded last year’s complaints by 9% during the same period.

Concerns Raised About Drivetrain And Engine Issues

Diesel cars accounted for a significant portion of these complaints, comprising 52% of the total, followed by petrol vehicles (40%), EVs (4%), and hybrids (4%).

The primary source of disputes revolved around drivetrain issues, with 51% of complaints falling into this category. Among these, engine problems were the most prevalent, making up 73% of the drivetrain-related complaints. Transmission issues accounted for 15%, and fuel and exhaust systems accounted for 12% of the complaints.

Notable grievances included engine failures due to incorrectly fitted oil filters and turbos and instances where the local garage mechanic installed reconditioned gearboxes without customer consent.

Additionally, 17% of complaints were related to the level of customer service experienced during routine services or ad hoc remedial work. Chassis concerns, encompassing suspension, brakes, wheels, and steering, contributed to 10% of the reports, while electrical and exterior issues each constituted 10% and 8% of the complaints, respectively. Interior-related complaints made up 3% of the total grievances.

Maintenance May Prevent Issues

To address these issues, the Ombudsman emphasised the importance of regular car maintenance. Servicing your vehicle at recommended intervals ensures its optimal condition and saves you from significant breakdowns and costly repairs, especially if it’s not under motor trade manufacturer warranty.

A car service involves a series of maintenance and repair procedures conducted after a specific mileage or time period specified by the vehicle manufacturer.

Typically, manufacturers recommend a full car service once a year or every 12,000 miles, whichever comes first. Regular servicing not only improves fuel efficiency but also extends the lifespan of your vehicle. It’s crucial to keep track of your car’s maintenance schedule, either through the service book or digital systems in modern vehicles. Ignoring service indicators could lead to more significant issues down the road.

At-Home Maintenance Checks Are Just As Vital

In addition to regular servicing, car owners should perform essential maintenance checks throughout the year.

These include monitoring fuel levels, checking oil, inspecting rubber components like belts and hoses, ensuring proper coolant levels, examining electrical systems, and maintaining windshield washer fluid levels.

Additionally, promptly addressing signs such as dashboard warning lights, strange noises, leaks, loss of power, or smoke from the engine is crucial.

Furthermore, vehicle owners are advised to adhere to the FORCES acronym to prevent breakdowns. The acronym stands for:

FuelOilRubberCoolantElectricsScreenwash

In response to the rising service and repair complaints, the motor trade industry and car owners alike must prioritise regular maintenance to ensure vehicles remain road-legal, safe, and reliable to comply with the private or motor trade insurance policy.

While traditional garages remain a go-to option, the emergence of mobile mechanics offers a convenient alternative, allowing auto technicians to perform various services at the customer’s location.

In conclusion, staying proactive in vehicle maintenance safeguards your investment and contributes to safer roads and a more reliable industry. As car owners, it’s our responsibility to prioritise regular servicing and maintenance to enjoy smooth rides and avoid unnecessary disputes and complaints.