12 Jul 2024
The voice of the independent garage sector

EV complaints to The Motor Ombudsman rise slightly

EV complaints submitted by consumers to The Motor Ombudsman rose slightly in Q2 to 291, against a total of 273 seen during Q1, the body has revealed.

While customer service and purchase issues made up 31% of the concerns raised by consumers between 1 April and 30 June, complaints over range dropped from 12% in Q1 2023 to 6% in Q2 2023. On-board vehicle charging systems led to only 5% of disputes submitted.

As in Q1, vehicle chassis and motor issues led to 20% of disputes, while electronics and software Issues caused 14% of complaints. Bodywork issues were responsible for 10% of issues, up from 6% in Q1. Problems with interiors seemed to lessen, with Q1’s 10% of complaints in this area making up 8% in Q2. However, battery-related complaints rose from 4% in Q1 to 6% in Q2, mainly down to hardware faults. Range issues made up 6% of complaints in Q2, down from 12% in Q1. The smallest ratio of complaints emanated from issues surrounding on-board vehicle charging hardware with 5%, slightly up from Q1’s 4%.
On how these issues were resolved, 16% opted for a rejection of a vehicle while another 16% went for compensation. The average here was £12,550, down from Q1’s £13,000.

Commenting on the figures, Chief Ombudsman and Managing Director of The Motor Ombudsman Bill Fennell said: “What our latest quarterly data analysis is showing, is that despite the volume of complaints starting to creep up, these still account for less than 1% of overall contacts received every quarter, therefore posting an encouraging picture that the majority of EV owners and buyers are enjoying what is a positive experience, with no major causes for concern.”

“The level of service delivered by businesses, and problems encountered at the point of purchase remains a key sticking point for motorists, but there are small signs this is beginning to improve. We will of course continue to keep a close eye on trends that emerge through the rest of this year, so as to keep industry and consumers informed about what we are seeing on the ground.”

To read The Motor Ombudsman’s thought leadership paper on EV complaints seen in the first six months of 2023, which has been launched today, visit:
www.TheMotorOmbudsman.org/usefulinformation/media-publications/reports/thought-leadership-papers