The Motor Ombudsman is unable to review consumer complaints that relate to the issuing itself of a recall by a vehicle manufacturer, as this falls within the scope of the Driver Vehicle and Standards Agency (DVSA).
However, examples of types of disputes that The Motor Ombudsman may be able to consider under its Codes of Practice (if these have not been resolved in the first instance with a business), are as follows (please note that this list is not exhaustive):
• The standard of work carried out by a repairer in relation to a recall not being of the correct standard (Service and Repair Code); and
• A vehicle being knowingly sold with an outstanding recall and faults at the point of sale (Vehicle Sales Code).
The Consumer Rights Act 2015 states that goods, such as vehicles, should be of ‘satisfactory quality’, fit for purpose, and match the description provided.
The Digital Markets, Competition and Consumers Act, part of which came into force in 2025, requires businesses to provide clear and accurate information about vehicles, including their specification, history, and any potential issues, whilst it also enhances existing consumer rights, such as those in relation to the provision of information, unfair business practices, and misleading actions and omissions.
Please note that for The Motor Ombudsman to review a dispute, it needs to relate to a business that is accredited to one or more of its Codes of Practice.
