Disputes about the purchase of a used car account for 40% of new cases opened by customers in 2024, says The Motor Ombudsman.
This reflects previous trends seen by the Ombudsman’s independent and impartial Alternative Dispute Resolution (ADR) service (41% in 2023, and 38% in 2022 respectively).
Bill Fennell, Chief Ombudsman and MD of The Motor Ombudsman, said: “Used cars can prove a cost-effective gateway to car ownership, as an alternative to ordering from new.
“However, for the comparatively lower price, this readily brings a degree of usage and wear from previous ownership. As our latest report has shown, the majority of issues stem from what can be found under the bonnet.
“This, however, may not immediately be evident to buyers, coupled with the fact that any prior issues may not have been disclosed during the purchase process.”
Of these complaints, 91% were about ICE models, followed by a hybrid (5%), and a pure battery electric variant (4%).
From around 16,300 used car disputes logged about a business in 2024 under The Motor Ombudsman’s Chartered Trading Standards Institute (CTSI)-approved Vehicle Sales Code (covering new and used), 58% stemmed from an issue with a vehicle’s engine.
The second most prominent reason for consumers to register their unresolved dispute is the level of customer service delivered during the car buying experience (17%).
The vehicle’s bodywork and fixtures (7%) was the third biggest reason for complaints in relation to a used car, followed by concerns about the transmission (4%), and electrical systems (3%).
In terms of an ideal resolution, (29%) saw an outright rejection of the car (in exchange for an equivalent model at no cost) as a fair outcome while 26% were looking for a full refund for the price paid for the vehicle, and 18% were seeking a free-of-charge repair.
