WHAT TO LOOK OUT FOR WHEN BUYING A USED CAR

Customer complaints regarding used car transactions increased last year, as reported by The Motor Ombudsman. In its annual Insight Report published last Tuesday (Feb 17), the organization revealed that consumer complaints related to car sales rose to 18,570 in 2025, marking a14% increase from 16,317 the previous year.

Despite this rise, these complaints still represented only 0.2% of all used car sales in the UK—approximately one in 420, to one in 468 in 2024. The report highlighted that nearly half of the complaints (40%) stemmed from dissatisfaction with customer service, either during the purchase process or throughout ownership.

Key issues included vehicles sold with undisclosed modifications and histories, as well as consumers facing delays in responses to their inquiries. Other frequent complaints involved delays in parts supply for repairs, damage to vehicles during servicing, and discrepancies in warranty coverage when filing repair claims.

From a mechanical perspective, 35% of complaints were related to engine and powertrain faults, while 5% pertained to exterior issues, 4 to fuel and emissions systems, another 4% to electrical systems, and 3% to tyres and.

In response to these findings, Bill Fennell, chief ombudsman and managing director of The Motor Ombudsman, noted that the substantial volume of used cars sold last year naturally led to an increase in complaints regarding consumer experiences. He stressed the importance of high customer service standards, especially given the significant financial investment involved in purchasing a car.

Fennell emphasized that many retailers failed to meet customer expectations, resulting in dissatisfaction. He also the significance of accreditation to the Vehicle Sales Code, which provides a safety net for both businesses and consumers, ensuring that The Motor Ombudsman can mediate complaints fairly and help maintain positive relationships.