The Motor Ombudsman

[The Surveyor]

Has anybody had any experience of dealing with The Motor Ombudsman to help solve a dispute?

For context, we are in the process of rejecting a car, bought a brand new last year, the supplying dealer agreed rejection in October 24 when the car was under 5 months old after repeated issues, the dealership changed franchise in November 24 which resulted in both new and old franchises ignoring our requests, took the matter to the manufacturer who did nothing, now approached TMO who appear to be looking for excuses not to get involved, claiming that neither franchise are part of the scheme even though they have confirmed they are…..

We have been going around in circles on this and had hoped TMO would mediate, but does anybody have any positive experience of TMO scheme?

[Dog Biscuit]

Useless comment alert - I've no idea about tmo

But, my word what an awful mess! I really hope you manage to get somewhere with it

I'd suggest the manufacturer would need to play a role despite their reluctance as they authorise the dealerships to sell their brand products don't they?

[The Surveyor]

I take it from the lack of feedback that there hasn’t been much experience with The Motor Ombudsman, either positive or negative.

Oh well, the battle continues

[rikdogguk]

If you bought the car using finance or even used a credit card to pay the deposit, you may be better off rejecting to the finance co or cc provider. They are jointly liable.

Apologies if you already considered this.

[Edible Roadkill]

I know of someone who involved them when he was left with a hefty bill on a used but high value car. It’s not a quick process but in this instance they did go in his favour and he ended up doing very well from it. Got back more than he had paid for the car plus repair and interest.

Just start proceedings I think it’s free to do so & perhaps the action of commencing proceedings alone will be enough to prompt a resolution.

[BenB91]

I have an ongoing dispute with TMO. I've been in a queue waiting for a senior case handler for 18 months now. Pretty useless organisation from my experience.

[The Surveyor]

BenB91 said:

I have an ongoing dispute with TMO. I've been in a queue waiting for a senior case handler for 18 months now. Pretty useless organisation from my experience.

That's my concern, so far they haven't filled me with confidence.

[The Surveyor]

Edible Roadkill said:

I know of someone who involved them when he was left with a hefty bill on a used but high value car. It’s not a quick process but in this instance they did go in his favour and he ended up doing very well from it. Got back more than he had paid for the car plus repair and interest.

Just start proceedings I think it’s free to do so & perhaps the action of commencing proceedings alone will be enough to prompt a resolution.

Thanks, I have already started the TMO proceeding, but they haven't read the details and have tried to close the case on the basis that the dealerships involved are not accredited to their scheme.... even though they are.

I've tried to explain that the Mini dealer who sold us the car has changed from one franchise to another, they are no longer under the same name but are still a Mini main dealer in the same location which is why they're not appearing on their list, but I feel like I'm liaising with a bot and 'the computer says no...'

[The Surveyor]

rikdogguk said:

If you bought the car using finance or even used a credit card to pay the deposit, you may be better off rejecting to the finance co or cc provider. They are jointly liable.

Apologies if you already considered this.

Thanks, we have already gone full circle on that. Because neither Mini dealership is taking responsibility, we took this to Mini UK Customer Services who said they were happy to help and would look at our case, they then said that as we had used finance it was a matter for Mini (BMW) Financial Services who agreed and said they would look into it... after an age they said it was a matter for the dealer and so we go around again.

[Edible Roadkill]

Have you tried parking the car up hard against the showroom doors with some derogatory sign on the inside of the windscreen warning potential customers of their fate? I reckon that would get them motivated to resolve this.

[Sydney Aqueduct]

Currently going through TMO with my daughter.
TMO sided with the dealer initially (it was a junior case handler) so we rejected her “findings” and requested an actual ombudsman make a final decision.
I have very little faith in the whole process but it’s worth a go, you never know

[stickylabels]

Currently into month 11 with them over an i3 bought from a main dealer (BMW). I might as well let it run its course now but not holding out much hope. In hindsight, I should have just paid a solicitor and then claimed back the costs. During that long period, the main dealers 'head of business' called me to try and persuade me to accept their own settlement and cancel the MO. He wouldn't tell me what they were prepared to offer....I declined.

[Sebring440]

Does this require a new thread? You only started the original thread on Wednesday, and you're asking the same question?

[Sir Bagalot]

The Surveyor said:

rikdogguk said:

If you bought the car using finance or even used a credit card to pay the deposit, you may be better off rejecting to the finance co or cc provider. They are jointly liable.

Apologies if you already considered this.

Thanks, we have already gone full circle on that. Because neither Mini dealership is taking responsibility, we took this to Mini UK Customer Services who said they were happy to help and would look at our case, they then said that as we had used finance it was a matter for Mini (BMW) Financial Services who agreed and said they would look into it... after an age they said it was a matter for the dealer and so we go around again.

I'm not sure on that. You don't own the car, finance company do. I'd be back after them. Reject the vehicle through them, not the dealer.

[The Surveyor]

Sebring440 said:

Does this require a new thread? You only started the original thread on Wednesday, and you're asking the same question?

I felt it did, this thread is asking about experiences with TMO. Given that most comments on here are pretty negative, I’m not going to continue with them, and I’m going to escalate with the dealer.

The other thread is asking for views on which dealer franchise is responsible. A question which is better directed to the SP&L rather than general car buying issues IMHO.