PureTech engines / motor ombudsman

rjclark67

Just to add a comparison, I have had a very similar experience with TMO over a 2019 Citroën 1.2 PureTech.

Mine involved visible wet-belt cracking at only about 32,000 miles despite full Citroën dealer servicing and a previous belt check being recorded as satisfactory. Citroën initially rejected the warranty/support claim and the belt was replaced at my expense. They later unexpectedly reversed that position and covered the full £600 timing-belt cost, but never explained whether that was under the PureTech extended cover, goodwill or something else.

I had already taken the matter to the Motor Ombudsman. TMO initially said the complaint could be investigated further, but later refused it because the original three-year warranty had expired. After I pointed out the PureTech extended warranty material, their latest position is now that the PureTech warranty is provided by Stellantis and, because Stellantis is not accredited to TMO’s New Car Code, they cannot investigate it.

I made the same point as you: my dealings were with Citroën UK, the warranty claim was handled through Citroën and Citroën UK is accredited. TMO has nevertheless maintained the Stellantis distinction and closed the case.

I have now raised a formal service complaint with TMO about how the jurisdiction issue has been handled.

So you are definitely not the only person hitting this particular Stellantis/Citroën/TMO problem. Your post caught my attention because the reasoning you have been given is remarkably similar to what I have received.