FaultyCar.co.uk vs The Motor Ombudsman

Why People Consider The Motor Ombudsman

The Motor Ombudsman is the UK's government-approved alternative dispute resolution (ADR) provider for the automotive sector. It's CTSI-approved, funded by industry, and completely free for consumers.

When you've hit a wall with a dealer who refuses to acknowledge your faulty car, the idea of an official, impartial body stepping in to adjudicate feels like exactly the right escalation. It carries a sense of authority that a letter from you, as an individual, might not.

For many people searching for help with a faulty car dispute, The Motor Ombudsman appears near the top of the results — and the price (free) is hard to beat.

What The Motor Ombudsman Does Well

As a CTSI-approved ADR provider, The Motor Ombudsman offers genuinely impartial dispute resolution. Their adjudicators review the evidence from both sides and make a decision based on the relevant codes of practice and consumer law.

The service is entirely free, which means there's zero financial barrier to using it. For dealers who are accredited to their Code of Practice, a complaint carries weight — it's an official process with a formal outcome, and most reputable dealers want to maintain their accreditation.

They cover new cars, used cars, and servicing and repair disputes. Their process is structured and their decisions are published, which adds transparency.

Where It Falls Short for Car Rejection Claims

The most significant limitation is accreditation. The Motor Ombudsman can only intervene if your dealer has signed up to one of their Codes of Practice. Many independent used car dealers — the ones most likely to sell you a problematic vehicle — aren't accredited. If your dealer isn't a member, they simply can't help you. There's no way around this.

Even if your dealer is accredited, the process is slow. You must first complain directly to the dealer and give them a reasonable opportunity to resolve things. If that fails, you need to wait 8 weeks before The Motor Ombudsman will accept your case. The adjudication itself can take a further 3-6 months.

On a faulty car you're still making finance payments on, that timeline can be painful.

There's also the enforcement question. They can make a decision, but if the dealer ignores it, your options are limited. The consequence is potential loss of accreditation — but if a dealer has already decided to stonewall you, that threat may not carry much weight.

And critically, they don't help you with the initial stages of your dispute. No letter templates, no deadline tracking, no guidance through the CRA rejection process. They're an escalation point, not a starting point.

When FaultyCar.co.uk Is the Better Choice

FaultyCar.co.uk and The Motor Ombudsman actually serve different stages of the same journey. We help you at the beginning — when you first discover the fault and need to assert your rights quickly and correctly. The Motor Ombudsman is there at the end, if direct negotiation has failed.

With our platform, you can start immediately. There's no accreditation requirement — it works regardless of which dealer sold you the car. The CRA-specific letter templates ensure your rejection is legally sound from the first communication. Deadline tracking keeps you within the 30-day window and the 6-month reversed burden of proof.

Many disputes are resolved during this direct communication phase. A well-drafted legal letter citing the correct CRA sections, sent within the right timeframe, is often enough to get a dealer to engage seriously. For £69, we maximise your chances of resolving things before you ever need ADR.

Our Honest Take

The Motor Ombudsman is a valuable service and we'd never discourage anyone from using it when it's appropriate. If your dealer is accredited and direct negotiation has failed, it's a sensible free escalation route.

But it's not a starting point — it's a last resort. You need to have already complained to the dealer and waited 8 weeks before they'll even look at your case.

Those first 8 weeks are critical, and they're exactly where we add value. Getting the right letters sent, meeting the right deadlines, and responding correctly to dealer excuses during that initial period is often the difference between a quick refund and a months-long ADR process.

Think of us as the tool that helps you resolve things before you ever need The Motor Ombudsman — and if you do eventually need ADR, the evidence and correspondence you've built through our platform strengthens your case.