Mercedes-Benz UK and its authorised dealerships are committed to delivering excellent customer service, however there may be instances where things do not go as expected.
If you would like to raise a dispute or complaint with Mercedes, you must first raise your dispute with the business directly and give them the opportunity to resolve it. Mercedes-Benz UK is accredited to The Motor Ombudsman’s Motor Industry Codes of Practice, and many disputes can be resolved within the early stages of the business’s own complaints process.
If your complaint remains unresolved after eight weeks, The Motor Ombudsman may be able to assist and provide an independent review. We offer Alternative Dispute Resolution (ADR) for disputes around faulty cars, rejected vehicles or unsuitable repairs. This page explains how to make a complaint to Mercedes and when The Motor Ombudsman can assist.
Before making a complaint, ensure you have read Mercedes full complaints policy.
Mercedes-Benz UK Complaint Details
Phone Number
Contact Mercedes-Benz UK customer service team directly to raise your Mercedes complaint:
Phone: 00800 9777 7777 or 020 7660 9993
Available: Customer services operating hours
Address
Send written Mercedes complaints to Mercedes-Benz UK’s head office:
Address: Mercedes-Benz UK Ltd, Delaware Drive, Tongwell, Milton Keynes, Buckinghamshire
MK15 8BA
Email: cs.uk@cac.mercedes-benz.com
Alternatively, submit your Mercedes complaint using the contact form available on the Mercedes-Benz UK website.
When can The Motor Ombudsman help with Mercedes complaints?
If Mercedes-Benz UK or a Mercedes dealership cannot resolve your dispute within eight weeks, The Motor Ombudsman may be able to help through independent review against the Motor Industry Codes of Practice.
Mercedes UK and its authorised dealerships are accredited to The Motor Ombudsman’s Chartered Trading Standards Institute (CTSI)-approved Codes of Practice, which set nationally recognised standards for fairness in vehicle sales, servicing and complaint handling.
The Motor Ombudsman can review ongoing disputes to assess whether the dealership or business has followed the approved standards. We can consider disputes relating to the sale of a vehicle, the standard of service provided by a Mercedes UK dealership, or issues with vehicle repairs or workmanship.
Check Mercedes UK Recalls
You can check whether your Mercedes vehicle has been impacted by a safety recall by using our online recall checker, which links to official recall information.
Mercedes will usually notify relevant vehicle owners directly if their vehicle is affected by a safety recall and provide additional information where needed.
Frequently Asked Questions
Yes. If you’ve raised your Mercedes complaint directly with the dealership, allowed them reasonable time to respond (typically eight weeks), and remain dissatisfied with their final response or received no response, The Motor Ombudsman can provide independent alternative dispute resolution (ADR) for your Mercedes complaint.
When making Mercedes complaints to Mercedes-Benz UK or a dealership, provide:
• Your contact information (name, phone, email, address)
• Vehicle details (registration, model, VIN if available)
• Clear description of the problem
• Timeline of events and type of steps taken to resolve
• What resolution you’re seeking
• Supporting documentation (invoices, service records, photos, correspondence)
If you need to use The Motor Ombudsman to resolve your dispute, you will need to provide evidence that you have already raised the issue with the dealership and allowed them the opportunity to resolve it.
Yes. The Motor Ombudsman can handle complaints about both manufacturers and dealerships, provided they are accredited to one of the Motor Ombudsman’s Motor Industry Codes of Practice and your complaint falls within the scope of those codes.
The Motor Ombudsman can help resolve complaints about Mercedes-Benz vehicle sales, dealership service standards, servicing quality, repair work or workmanship issues. To qualify for assistance, the complaint must involve a Mercedes-Benz business accredited to one of The Motor Ombudsman’s Motor Industry Codes of Practice and fall within the scope of those codes. Please note that complaints relating to finance agreements, insurance products or matters outside the dealership’s direct control cannot be handled through this service.
Yes. The Motor Ombudsman handles complaints about both new and used Mercedes-Benz vehicles, provided the complaint meets their criteria and falls within the scope of the relevant Motor Industry Codes of Practice.
About Mercedes-Benz UK Ltd
Delaware Drive, Tongwell, Milton Keynes, Buckinghamshire, MK15 8BA
Phone: 00800 9777 7777
Mercedes-Benz Cars UK Ltd is the wholesale sales and marketing organisation responsible for all Mercedes-Benz new cars, Mercedes-Benz approved used cars and related products and services in the United Kingdom.
In the UK, Mercedes-Benz Cars UK Ltd markets Mercedes-Benz passenger cars, smart, Mercedes-AMG and Mercedes-Maybach.
Whether it’s building supercars, passenger cars, autonomous cars, or taking the chequered flag in Formula 1®, Mercedes-Benz combines cutting-edge innovation, technology, safety and style.
