Disputes in the used car sector are not driven solely by mechanical or technical issues, according to a new report from The Motor Ombudsman (TMO).
The report found that disputes are also influenced by how clearly car retailers communicate with consumers, how quickly they responds, and whether they explains the available options in a way that manages expectations.
“Delays, limited updates or uncertainty around responsibility can heighten the level of dissatisfaction, even where a remedy is ultimately provided,” it said.
The report also found that increasing complexity in vehicles is set to “increase future pressure points” for dealers.
“The rising presence of hybrid and electric vehicle disputes, points to a used car market that is becoming more technically complex.
“As more electrified vehicles enter second ownership, disputes may increasingly involve higher-value components, software-led diagnostics, charging systems and battery-related concerns.
“This reinforces the need for retailers to maintain clear records, robust preparation processes and transparent explanations of vehicle condition at the point of sale,” it said. »
“For used car retailers, the findings underline the value of thorough pre-sale checks, accurate vehicle descriptions, well-documented handovers and prompt aftersales communication.
“For consumers, they highlight the importance of reporting faults quickly, retaining invoices, diagnostic reports and correspondence, and understanding how timing and evidence can affect the available remedies,” it added.
