Why Did Used Car Complaints Rise to Over 18,500 in 2025?

Used Car Complaints See Significant Rise in 2025

Newly published data from The Motor Ombudsman indicates that customer dissatisfaction with used car transactions increased last year. The organisation's annual Insight Report, released on February 17th, detailed that complaints logged by consumers in relation to used car sales climbed to 18,570 in 2025.

A 14% Increase in Formal Complaints

This figure represents a 14% increase compared to the previous year, when the ombudsman recorded 16,317 complaints. However, it is important to contextualise this rise within the vast scale of the UK used car market. Despite the increase, complaints still only accounted for a minimal 0.2% of all used car sales in the country. This equates to roughly one complaint for every 420 transactions, a slight increase in frequency from the one in 468 ratio seen in 2024.

Customer Service Failings Drive Dissatisfaction

The study identified that the root of many issues lay not necessarily with the vehicles themselves, but with the service provided by retailers. A substantial 40% of all complaints were linked to dissatisfaction with the level of customer service, either at the point of purchase or during ownership.

Key concerns highlighted by consumers included vehicles being sold with undeclared modifications or an unclear history. Frustration was also frequently cited when customers did not receive responses to their queries after contacting businesses.

Mechanical and Post-Purchase Problems

Beyond service issues, other common complaints involved delays in the supply of parts for repairs, which left drivers unable to use their vehicles. Customers also reported vehicles being damaged while in for work, and discrepancies between advertised warranty coverage and the actual coverage provided when making a claim.

From a purely mechanical standpoint, faults and failures related to the engine and powertrain components were the most frequent technical complaint, constituting 35% of the total. Other areas of concern included vehicle exteriors (5%), fuel and emissions systems (4%), electrical infrastructure (4%), and tyres and brakes (3%).

Industry Response and the Importance of Accreditation

Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, commented on the findings. He stated: "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."

Fennell emphasised the importance of service, noting that for a product representing a significant household expense, high customer service is paramount. He added that the data shows many retailers fell short in this area, leading to unmet expectations and dissatisfaction.

He concluded by highlighting the value of accreditation: "Accreditation to the Vehicle Sales Code is essential in such a competitive sector, as it offers both businesses and consumers an important safety net... 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."