The TMO Knowledge Base in Q2 2019

The Motor Ombudsman’s Knowledge Base sees over 39,000 article views in Q2

The Motor Ombudsman’s online Knowledge Base has witnessed over 39,000 article views in the second quarter of 2019. This represents a 55% increase compared to the number recorded in the first three months of the year (25,166), and highlights the online tool’s ever increasing popularity since it was launched in January. Using the green “Find an answer” button at the top of any page of, the Knowledge Base provides readily available answers to commonly asked consumer questions in relation to vehicle ownership and The Motor Ombudsman’s four Chartered Trading Standards Institute (CTSI)-approved Motor Industry Codes of Practice.


“Can I get a deposit refund?” when purchasing a new or used car, made a new entry as the most popular article between April and June (1,539 views), which was followed by “The garage has not fixed the problem with my vehicle, what can I do?” (1,072 views), previously the most read question in the first quarter. I was mis-sold my car, what can I do? and What do I need to do if I reject my new car? remained the third and fourth most viewed articles respectively. Furthermore, the issue of a garage damaging a customer’s vehicle whilst being repaired or serviced saw greater readership during the past three months (874 views). This was highlighted by the fact that this article climbed three places, from fifth position in quarter one, to eighth in the top 10 most referred to articles in the last three calendar months.


Other new entries making the top 10 for the second quarter were most notably the questions around whether it is possible to raise a complaint regarding a mis-sold car extended warranty policy (673 views) and how to submit a case to The Motor Ombudsman (666 views).


When looking at the volume of queries raised on the Knowledge Base using the search bar, there were nearly 14,000 for the April to June period. The most frequently used generic words were “warranty” (the third most entered term in quarter one) and “recall”. This was followed by “case”, “case creation”, “service” and “paint”.