Motor ombudsman: what does success look like?

[Up10]

I have seen many posts suggesting that a complaint should be raised through the Motor Ombudsman if VW Group fails to resolve vehicle issue.
I was wondering if anybody had tested that approach?
What does success look like?
How was the experience of raising and resolving a complaint?
Did it feel like the Motor Ombudsman was biased towards VW Group in your opinion?
With hindsight, would you take this route again?

 

[Stargazing]

Are you happy to share more detail as it might help to evaluate or could it compromise a potential challenge?

 

[Up10]

Are you happy to share more detail as it might help to evaluate or could it compromise a potential challenge?

I'm generally interested in what people have challenged the Motor Ombudsman about. The issues seem to vary from leaking bellows, sagging roofs, rodent eaten cables, discharging batteries, etc. I have leaking bellows which VW Group are not interested in resolving.
I understand we have time/mileage limited warranties which are not clear in detail (lots of secret parameters) so our only agents seem to be the Motor Ombudsman or the courts.
Lots of posts suggest approaching the MO but not many of them give an historic perspective. I would like to hear experiences from real claimants if they are happy to share.

 

[ArunAlec]

Worth having a look at a series of YouTube posts by Ana Boulter . She had major issues with Land Rover which she referred to the ombudsman…. Don’t think she was impressed!

 

[Up10]

Worth having a look at a series of YouTube posts by Ana Boulter . She had major issues with Land Rover which she referred to the ombudsman…. Don’t think she was impressed!

Thanks will have a look later. Kind of what I was expecting.... Unimpressed!

 

[Jon A]

I have it on good authority that a garage will incur a major admin task responding to a MO complaint . It will also apparently cost them money beyond a few /year raised against them.

Therefore before you actually go down that route it may be worth telling them that that's your next step and put an end date on when their acceptable response needs to be.

I recently did this, albeit for a BMW related issue. The garage seemed to sit up and pay much more attention once told them (via email)

 

[Up10]

I have it on good authority that a garage will incur a major admin task responding to a MO complaint . It will also apparently cost them money beyond a few /year raised against them.

Therefore before you actually go down that route it may be worth telling them that that's your next step and put an end date on when their acceptable response needs to be.

I recently did this, albeit for a BMW related issue. The garage seemed to sit up and pay much more attention once told them (via email)

Thanks Jon. I have no issue with the VW Workshop/dealer but I do have an issue with VW Group as do many other posts on the forum. However, this is useful to know.

 

[pjm-84]

Correct they have to pay the Ombudsman.

I did it with my FITs provider. They tried every rule in the book not to pay. Easy approach, but mine was a slam dunk case....they hadn't paid. They paid after the ruling, which was really quick (because they hadn't paid for nearly a 3/4 of a year) , but didn't pay the Ombudsman's fine after 30days, so I took them back to the Ombudsman, and they were fined again on the day (which they did pay on time) . Dreadful company and I'm long shot of them.

As for the bellows. Not slam dunk I'm afraid. I'm not aware of the bellows being waterproof and leakage would be expected. I have a 2015 and whilst the bellows is good, if its really heavy rain, then it will be wet both side. I have a Mutze for these situations. I think the argument will be on fit for purpose which is defined by the individual.

 

[CaliforniaCylus]

I'm generally interested in what people have challenged the Motor Ombudsman about. The issues seem to vary from leaking bellows, sagging roofs, rodent eaten cables, discharging batteries, etc. I have leaking bellows which VW Group are not interested in resolving.
I understand we have time/mileage limited warranties which are not clear in detail (lots of secret parameters) so our only agents seem to be the Motor Ombudsman or the courts.
Lots of posts suggest approaching the MO but not many of them give an historic perspective. I would like to hear experiences from real claimants if they are happy to share.

I can't remember the details of your bellows issue / version etc but if not 06S then I would pay for new ones - about a grand at Kernow - and assuming it's fixed I'd then issue a bill to VW.

If they refuse to pay take them to court. They won't turn up and if they do, print off the bellowsgate thread.

Now if it's a few drips you might have a problem. If it's going to run into the headlining and mess with the electronics then it's not fit for purpose imo.

 

[Up10]

I can't remember the details of your bellows issue / version etc but if not 06S then I would pay for new ones - about a grand at Kernow - and assuming it's fixed I'd then issue a bill to VW.

Thanks I have seen this suggested on previous threads but I am interested really in how others have managed their claims through the MO, what their experience of dealing with them was like and how successful the outcome was for them.
I was hoping not to dwell on any particular vehicle issue but understand this claims process and any lessons learned.