Electric Vehicles

What can I do if I have a complaint about the range of my electric vehicle?

If you feel that your electric vehicle (EV) is not achieving the range advertised for a full battery charge, there are a number of factors that you may need to consider before raising a dispute with a manufacturer or seller of the vehicle.

The range stated in brochures or adverts is often quoted as having been obtained through Worldwide Harmonised Light Vehicle Test Procedures (WLTP), so will not be representative of your daily usage.

Under The Motor Ombudsman’s Codes of Practice, any advertisements or literature must not be misleading or likely to be misunderstood. For these reasons, there are often specific exclusions or references in adverts to ensure that the range is being fairly represented, including any factors that may affect the stated range.

If you have a dispute regarding the advertising of your vehicle, you can find out more about The Motor Ombudsman’s Alternative Dispute Resolution service here.

What factors can affect my electric vehicle’s range? 

There are a number of factors that can affect the range achieved by an electric vehicle (EV) on a full charge, and are often stated on manufacturer websites and literature. These include:

• The weather and climatic conditions

For example, in colder temperatures, the range will decrease as the battery is able to hold less charge, and there may be greater usage of climate control systems.

• Terrain and topography

For example, driving on steeper inclines or on rougher ground, means that the motors on the wheels have to work harder to drive the wheels, thereby using more power from the battery, and reducing range per full charge.

• Driving style

The speed of acceleration and driving at higher speeds can all influence range, as they draw a greater charge from the battery over shorter periods of time.

• Load

Carrying luggage, and the number of occupants in the car can impact the level of range, as the heavier the car, the more power is needed to drive the vehicle’s wheels when in motion.

• Tyre pressures

Tyres on EVs are generally subject to a greater level of wear than those found on similar petrol or diesel models, due to electric cars often being heavier.

Also, the degree to which tyres are inflated compared to what is recommended by the manufacturer, can impact range. For example, under-inflated tyres generate greater rolling resistance and diminish the level of range as the motors have to work harder.

• The age of the battery

Over time, the capacity of the battery to hold a full charge decreases, thereby decreasing the achievable level of range per full charge.

Please note that the factors affecting range that have been highlighted in this article are not exhaustive.  

I have a complaint about my home charger not working properly for my electric vehicle. Can The Motor Ombudsman help me with this?

The Motor Ombudsman is only able to look at disputes if you have purchased the charger as part of the package when buying the electric vehicle.

In all other cases, a dispute regarding a home charger not working properly would need to be directed to the supplier or installer of the equipment. If you are unsure who this is, it’s worth looking back at your contract when you purchased the installation of the home charger.

What do I do if I have a complaint about my electric vehicle?

If you have a complaint about your electric vehicle and the business is accredited to The Motor Ombudsman, you must give them up to eight weeks to formally respond in writing before you come to us to open a case.

If you’ve received a final responses or it’s been more than eight weeks since bringing your complaint to them, you can find more information on how to log a dispute with us, and access our online submission form here.

Do I need to get an MOT for my electric vehicle?

Yes, the same rules apply to all passenger cars i.e. an MOT is required once a car reaches three years of age. However, as an electric car has no internal combustion engine, there is no emissions test.

How does a service differ for an electric vehicle?

As there are fewer moving mechanical parts in an electric vehicle compared to one driven by a combustion engine, the service will differ. For example, checking components such as the timing belt, spark plugs or clutch will not be required. For more information about electric vehicle servicing, read our Getting to Know guide here.

Do I need to service my electric vehicle?

Yes, an electric vehicle should be maintained in line with the vehicle manufacturer’s recommended full and intermediate servicing intervals (these can often be found in your vehicle’s handbook), the same as that for a vehicle powered by a regular engine. Not keeping to the prescribed service schedule may also invalidate a warranty agreement and prevent you from making a claim should an issue arise.

Where can I find a business that repairs and services electric vehicles?

To find a business near you that repairs and services electric vehicles, you can use our online Garage Finder to search for a local repairer that is accredited to our Motor Industry Code of Practice for Service and Repair.

Where can I find a business that sells new and used electric vehicles?

To search for a Motor Ombudsman-accredited retailer near you that sells new or used electric vehicles, you can use our online Garage Finder, which lists businesses that are accredited to our Vehicle Sales Code.

Does the Vehicle Warranty Products Code cover electric vehicles?

Yes, The Motor Ombudsman’s Vehicle Warranty Products Code does cover electric vehicles that are covered by an automotive warranty or insurance product that has been supplied by any of The Motor Ombudsman-accredited providers listed here.

As with petrol or diesel vehicles, The Motor Ombudsman cannot look into a dispute for an electric vehicle that is used solely for business purposes.

Does the Service and Repair Code cover electric vehicles?

Yes, The Motor Ombudsman’s Service and Repair Code does cover the servicing and repair of new and used electric cars at an independent garage or franchised car dealership. The Motor Ombudsman can look into your dispute regarding the servicing and repair of an electric vehicle if the business is accredited to our Service and Repair Code and is listed on our online Garage Finder.

As with petrol or diesel vehicles, The Motor Ombudsman cannot look into a dispute for an electric vehicle that has been bought solely for business or trade use.

Does the Vehicle Sales Code cover the purchase of electric vehicles?

Yes, The Motor Ombudsman’s Vehicle Sales Code does cover the purchase of new and used electric cars by a consumer at an independent garage or franchised car dealership. The Motor Ombudsman can look into your dispute regarding your purchase of an electric vehicle if the business is accredited to our Vehicle Sales Code and is listed on our online Garage Finder.

As with petrol or diesel vehicles, The Motor Ombudsman cannot look into a dispute for an electric vehicle that has been bought solely for business or trade use.

Does the New Car Code cover electric vehicles?

Yes, The Motor Ombudsman’s New Car Code does cover electric vehicles (EVs) which are made by any of The Motor Ombudsman-accredited brands listed here. However, vehicle manufacturers which sell electric vehicles only are not currently accredited to the Code. Therefore, if you have a dispute with a brand that is not accredited to the New Car Code, please contact Citizens Advice for further assistance as we will not be able to help resolve your complaint.