Vehicle repair dent

The consumer’s issue:

“I took my car to the business for a routine service. During the service, the engine was misfiring, but was not doing so when it was dropped off. The business repaired the issue and carried out the service. When I collected my car it was dirty, and I therefore kept it locked away and washed it a few days later. When cleaning the car, I noted a small dent on the driver’s side door, which I believe was caused by the business who mishandled my vehicle. When I mentioned this to them, they refused to admit liability for the damage, and I would like them to fix it at no cost to myself.”

The accredited business’ response:

  • The vehicle was inspected on collection by the customer who walked around the vehicle and no issues were highlighted at this point.
  • The complaint was made by the consumer four days after collecting the vehicle.
  • We will not take responsibility for the dent as we did not cause the damage and it is likely to have happened whilst in the consumer’s possession.

The adjudication outcome:

  • The Motor Ombudsman adjudicator highlighted the responsibility of the business under the Service and Repair Code to treat vehicles with respect and care.
  • She concluded that there was a lack of evidence to uphold the consumer’s case.
  • The adjudicator acknowledged the consumer’s concern regarding the vehicle being dirty, but noted that the owner had the opportunity to inspect the vehicle upon collection.
  • The adjudicator decided that there was no evidence to suggest that the dent had been caused by the business and was unable to uphold the consumer’s complaint.


  • The customer and accredited business accepted the outcome from The Motor Ombudsman adjudicator and the case was closed.