The Motor Ombudsman’s online Knowledge Base, the information tool designed by the automotive dispute resolution provider to make it faster and more simple for consumers to resolve their queries and complaints in relation to buying and running a car, recorded over 146,000 article views during 2019, the equivalent of around 400 every day.  

Launched a year ago, the user-friendly Knowledge Base has become an increasingly important information resource for motorists, providing answers to some of the most commonly asked questions in relation to running a vehicle and dispute resolution in the automotive sector.

Accessed via the “Find an answer” button at the top of any page of, consumers can now consult a comprehensive library of over 110 articles relating to The Motor Ombudsman’s four Chartered Trading Standards Institute (CTSI)-approved Codes of Practice, car ownership and commonly used automotive terminology, prior to raising a case.

Furthermore, with the growing choice and rise in sales of zero emission models, a sixth category on electric vehicles was recently added to the Knowledge Base, touching on areas such as servicing, repairs, and whether they fall within the remit of the Codes. 

Subjects in relation to the purchase of a new or used car accounted for 60% of the ten most popular articles in 2019, with “Can I get a deposit refund?” emerging as the most clicked on question in the Knowledge Base. Still in the New and Used Car Sales category, the next most read topic was whether owners are able to return a car within the first 14 days of ownership, and the implications of buying a vehicle at a distance and at physical premises. Rounding off the top three was a Service and Repair question asked by many consumers in terms of the action that can be taken in the event that a garage has not fixed a problem with their vehicle following a repair.

Other frequently referred to articles involved the conditions for rejecting a vehicle, a garage damaging a consumer’s car whilst in its care, or what a customer can do if a business was unable to correctly diagnose a fault. Rounding off the top ten most viewed questions was around the possibility of complaining about a mis-sold warranty policy, an explanation found within the Extended Warranties section.