Used car disputes rose by 14% in 2025 versus 2024, as nearly eight million second-hand vehicles changed hands last year in the UK.
Used cars accounted for 40% of cases opened by consumers with The Motor Ombudsman, equating to 0.2% of used car transactions or around 1 in 420 cars in 2025, according to its just published Insight Report.
The biggest driver of disputes was the level of customer service received from retailers (40%), followed by the failure of an engine or related components (35%)
Dissatisfaction with the level of customer service received by motorists from retailers, either at the point of purchase, or during ownership, spurred the largest proportion of used car complaints in 2025 at 40%.
This stemmed from concerns, such as vehicles being sold with undeclared modifications and histories, and frustration from consumers not receiving responses to their queries when contacting businesses.
Similarly, when it came to routine or ad hoc maintenance, delays to the supply of parts for repairs preventing drivers from getting their cars back on the road, vehicles being damaged during work, and warranty coverage differing when making a claim to cover the cost of repairs, were some of the principal ‘bones of contention’ highlighted.
Bill Fennell, Chief Ombudsman and managing director of The Motor Ombudsman, said: “Given the high volume of used cars that changed hands last year, it is not unexpected for this to be reflected as a corresponding uplift in the number of complaints brought to us in relation to a consumer’s experience when it came to the purchase and ownership experience of a second-hand model.
“For a product which often carries a significant level of spend for households, a high level of customer service remains paramount.
“However, what our data shows is that this is an area which many retailers fell down on before or after the consumer was handed the keys, meaning customer expectations were not met and dissatisfaction followed.”
He added: “Accreditation to the Vehicle Sales Code is essential in such a competitive sector, as it offers both businesses and consumers an important safety net in the event that something should go wrong, as The Motor Ombudsman can step in to help resolve any complaints in a fair and impartial setting, thereby giving the best chance of preserving a positive relationship between the two parties.”
