TMO’s Knowledge Base registers 155,000 views in Q3


The Motor Ombudsman’s online Knowledge Base, the reference tool designed to provide consumers with responses to some of the most common queries on car ownership, vehicle maintenance and dispute resolution, saw 155,122 article views during the third quarter of 2023 – an encouraging rise of 36% compared to the same period last year (113,755).


The article about whether a car can be returned within 14 days of buying it from the New and Used Car Sales category (more than 12,100 views), topped the leaderboard for the second consecutive quarter. Similarly, the Q&A looking at what action can be taken if a consumer has been sold a faulty car, also from the New and Used Car Sales section, climbed one place since Q2, and emerged as the second most popular read between July and September with just over 11,200 views.


The Q&A explaining the Consumer Rights Act and how it affects vehicle purchases, came in at third place, after being consulted on more than 10,400 occasions, highlighting its continued popularity within the Knowledge Base’s extensive suite of articles. After becoming a new entry in quarter two, the article regarding whether a consumer is able to get a refund of a deposit placed on a vehicle – a common question, particularly if an individual’s financial circumstances change during the car buying process, was the fourth most consulted Q&A during Q3, with nearly 7,700 views.


The most frequented Service and Repair Q&As between July and September were namely about what a vehicle owner is able to do if a garage was deemed to be taking too long to fix a car (around 6,600 views), and when a consumer has grounds for a complaint if they are unhappy with the quality of the work undertaken by a repairer (nearly 4,600 reads).


Returning back to the top 10 classification for the most popular articles in Q3, was the question and answer pertaining to what a consumer can do if they have a problem with their new car (close to 3,200 views). This article looks at pursuing repairs under the manufacturer’s warranty, and highlighting what the rights are of vehicle owners when faced with this scenario.